No Audio or Cannot Be Heard: Desk Phone Checks
Check Mute, call volume, the selected audio device and headset connections before reporting an audio problem on your Yealink, Polycom or Cisco phone.
First identify the problem: you cannot hear the caller, the caller cannot hear you, or both. These checks apply to the basic audio controls on supported Yealink, Polycom and Cisco desk phones. Headset compatibility and button names vary by model.
If the other person cannot hear you
- Check Mute on the phone. Look for its microphone indicator and turn Mute off when you want to speak. A headset may have a separate mute switch.
- Check which microphone is selected. If headset mode is active, speaking into the handset may not send your voice. Select the audio device you intend to use.
- Check the handset or headset connection. Look for a loose cable, an unpowered wireless base or an uncharged headset. Use only accessories compatible with your model.
If you cannot hear the other person
- Make sure the call is active, not on Hold. Resume the correct call if it is waiting.
- Adjust volume during the call, gradually. The volume buttons normally affect the active handset, speaker or headset. Changing the ringer volume while idle does not fix call audio.
- Check the selected output. Audio may be going to a headset rather than the handset. If allowed on your phone, switch to another audio mode to compare.
Make one controlled comparison
With an authorized colleague, test a normal call using a different available audio mode. Avoid speakerphone for a confidential conversation in a shared room. If one mode works and another does not, tell support which ones you tried; that helps narrow the investigation but does not prove the accessory is faulty.
If audio still fails or breaks up
Note whether the issue affects one call, every call, one phone or several phones. Report the time and time zone, your extension, the phone model and whether audio failed in one or both directions. Share any call details privately with Zonitel support.
Do not change network, codec or account settings, and do not factory-reset the phone. One-way audio or intermittent audio can require a connection or service investigation. Do not disconnect power or cables during a live call.