How to resolve VoIP one-way audio or no sound issues on your Brisbane business network

Summary

This guide helps you troubleshoot and resolve: How to resolve VoIP one-way audio or no sound issues on your Brisbane business network. Follow the steps below to fix the issue.

Common Causes

VoIP audio issues, such as one-way sound or no audio at all, are typically caused by network configuration problems, firewall restrictions, or hardware misconfigurations. This guide provides steps to help Brisbane business customers resolve these issues on their local network.

Quick Fix Steps

1. Restart your VoIP handset or softphone application.
2. Restart your network router and modem.
3. Ensure your headset or speakers are selected as the default audio device in your computer settings.
4. Check that the microphone is not muted on the handset or within the application.
5. Test a call to a different internal extension to determine if the issue is specific to one contact.

Detailed Instructions

Check Audio Device Settings

1. On Windows, right-click the speaker icon in the taskbar and select Open sound settings.
2. Under Output, ensure the correct speakers or headset are selected.
3. Under Input, ensure the correct microphone is selected.
4. Click Device properties for the microphone and ensure the volume is turned up and not muted.
5. On macOS, go to System Settings > Sound > Input and Output tabs to verify the correct devices are chosen.

Verify Network Connectivity

1. Ensure your device is connected to the business network via Ethernet for the most stable VoIP experience. If using Wi-Fi, refer to our guide on How to connect to Wi-Fi.
2. Run a speed test to ensure you have sufficient upload and download bandwidth. VoIP requires low latency and minimal jitter.
3. Power cycle your networking equipment by unplugging the router and modem for 30 seconds, then plugging them back in.

Check Firewall and Router Settings

1. Log into your router's administration panel via a web browser.
2. Ensure SIP ALG (Application Layer Gateway) is disabled, as this often interferes with VoIP traffic.
3. Verify that the following UDP ports are open and not blocked by your firewall:
   • 5060 (SIP)
   • 5061 (SIP over TLS)
   • 10000–20000 (RTP media stream)
4. If you are using a VLAN for voice traffic, ensure QoS (Quality of Service) is configured to prioritise VoIP packets.

Troubleshooting

One-Way Audio

If you can hear the other party but they cannot hear you, the issue is usually related to your upload stream or microphone permissions. Check that your firewall is not blocking outbound RTP traffic and that the microphone has permission to access the VoIP application.

No Audio on Both Sides

If neither party can hear anything, the VoIP handset may not be registering with the server. Check the handset's network status indicators and ensure it has a valid IP address. If using a softphone, ensure the application is not running in "Offline" or "Do Not Disturb" mode.

For the best call quality, 220 Internet Services recommends using a wired Ethernet connection for all VoIP handsets rather than relying on Wi-Fi.

Avoid making changes to your router's firewall rules if you are unfamiliar with network administration, as this may expose your business network to security risks.

If you have completed these steps and are still experiencing audio issues, please Open a Ticket with our Brisbane support team.

Still Having Issues?