Cannot Hear Caller After Answering
If you answer a call but cannot hear the person on the other line, please review the following common causes and troubleshooting steps.
1. Verify the Handset Cord Is Plugged Into the Correct Port
Most desk phones have two similar-looking ports on the side or back:
One for the handset
One for a headset
Check the small icons near each jack to confirm the handset cord is connected to the handset port.
Common issue:
During setup or after moving the phone, the handset cord is accidentally plugged into the headset jack.
Quick test:
Place a call using speakerphone mode.
If audio works on speaker mode but not on the handset, the handset is likely plugged into the wrong port, or the handset itself may be faulty.
2. Check the Handset Volume
While on an active call:
Press the Volume Up (+) button on the phone’s base (usually near or below the OK button)
Make sure the volume is turned up to an audible level
Note: Handset volume is separate from ringer volume.
3. Confirm the Call Is Not Muted
Ensure the Mute button is not enabled.
If the mute light is on, press the button again to disable it
4. Test Using Speakerphone or a Headset
Try answering the call using:
Speakerphone, or
A known-working headset
If audio works on another device but not the handset, the handset or handset cable may be defective.
5. Check for One-Way Audio (Network Related)
If you can hear ringing but lose audio once the call connects, this may be a one-way audio issue related to the network.
Common causes include:
Firewall blocking VoIP audio ports
Network changes or new router hardware
VPN usage on the same network
This is not caused by the phone itself and typically requires technical review.
6. Reboot the Phone
Unplug the phone’s power for 30 seconds, then plug it back in and allow it to fully reboot.
This resolves many temporary audio issues.
Need Assistance?
If the issue continues after checking the steps above, please contact SoundCurve Technical Support: