During a phone call involving two individuals, when one party can't hear the other, it is referred to as one way audio.
This article will cover the scenario where an agent receives or makes a call and can not hear the other party. If you can hear correctly but you're having issues being heard please refer to the following article.
There are 3 main causes for this issue.
The other party might be experiencing network difficulties on their end. If the signal is poor or lost on their end this can cause voice data loss, resulting in one way audio. In this case, we recommend ending the call and calling back a few minutes later.
The other party's carrier might be unable to successfully connect the call to our carrier. If the issue occurs repeatedly for the same person, they will need to report it on their end. In this case, we recommend ending the call and calling back a few minutes later.
3. Service provider
The issue can involve one of our service providers. They might encounter difficulties in connecting calls to the specific Aircall number used during the problematic call. In this very rare case, we can offer to create a new number or port the problematic number to another provider.
If you need further assistance, please contact our Support team.