BT VOIP Auto attendant issue

[atcoates]

Hi All,

Wonder if any of you could suggest anything here?

 

One of my schools is having an issue with the BT Auto Attendant. If anyone rings in and presses 2 to speak to the office, we can hear them, but they can't hear us. This happened out of the blue. We have run the BT Test and all tests pass successfully. BT are adamant the problem is with our network even though we have all their firewall rules in place and the BT test confirms this.

 

If someone rings the school on the direct line number that doesn't use the auto attendant all works as expected.

 

THe LA manage the firewall and they are adamant they've made no changes and I've followed everything I've been asked and we have all the phones on their own seperate IP range.

 

Any help much appreciated.

[TronXP]

If you are using physical phones, see if there has been a recent firmware update. We use Google voice and an update to our VVX phones broke the call transfer option (you couldn't hear anything after a transfer). After reporting it we had to wait a few weeks for a firmware update.

[atcoates]

Much appreciated @TronXP as the problem came out of the blue, that's a possibility.

[MatthewL]

Could well be a firewall issue with one way audio, a new server could have been possibly added that your hitting and hence getting one way audio.

[atcoates]

BT has confirmed nothing has changed there end, but so have the LA. BT has taken the device to another site and all works as expected there. BT are suggesting that the LA needs to reboot their firewall to see if that helps as they feel there is nothing more they can do to solve this.