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What to do when callers cannot hear you

Objective

Check the most common causes of missing microphone audio when you can hear the caller but the caller cannot hear you.

Steps

Stage 1 — Check the active call

  1. Confirm that Mute is off on the phone, headset, and ConnectUC call screen.
  2. If you are using a headset, confirm that its microphone boom is lowered and the headset is not muted.
  3. Switch between the handset, speakerphone, and headset to determine whether one audio device works.

Stage 2 — Check the device

  1. Reconnect the handset or headset cable securely.
  2. If the problem affects only a headset, disconnect it and place a test call with the handset.
  3. Restart only the affected phone or ConnectUC application.

Stage 3 — Check ConnectUC audio settings

  1. Open your user icon and select Preferences → Audio.
  2. Confirm that the intended microphone is selected.
  3. Select Rescan Devices if the microphone is not listed.
  4. Use the available audio test and place another test call.

Verification

Place a test call and confirm that both parties can hear each other continuously.

Expected result: The caller hears your voice clearly through the selected microphone.

Contact Automated Telecom Support

If the caller still cannot hear you, contact Automated Telecom Support at 760.837.7000 or support@automatedtelecom.com. Include the affected device, audio accessory, test-call time, and whether the problem occurs with the handset, speakerphone, and headset.

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