One-way audio on SIP calls: what support needs to investigate

The call connects but the player cannot hear the agent, or the agent cannot hear the player. Call records may still show it as completed. The symptom alone cannot tell you whether the headset, office network, PBX settings or external route caused it.

First establish which audio was missing

Who could hear whom, when did audio disappear and did it happen on the next call? Collect the time with time zone, destination, caller ID, agent extension and call ID if available. For an inbound call include the DID and originating network. Share any recording only through an approved channel and under your access rules.

Narrow the scope

Does it affect one agent or a whole shift, only inbound calls or one particular market? If it follows one workstation, check the headset, device and local connection first. If the external side vanishes on one destination, compare PBX and provider logs. A registered SIP trunk does not by itself prove that media passes in both directions.

Send an incident someone can investigate

Replace “audio is bad” with two or three specific examples and what you could reproduce. The technical team can inspect signaling and media on the relevant leg. After a fix, repeat the same scenario from an accessible test network. If the fault occurred only in one location, a call from the office alone cannot establish that it is gone for players in that country.