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No Audio During Calls for All Employees

This article troubleshoots audio issues that prevent all employees and visitors from hearing each other.

If only one or a few employees are unable to hear and speak with visitors, it's recommended that the employee's device be troubleshoot first. Verify the microphone, speaker and/or headset on the employee's device are configured correctly in Windows.

    Device Configuration

    1. Close the ALICE software on the ALICE kiosk. 
    2. Test the audio output and input device in Windows sound settings.
      1. Most ALICE kiosks utilize a speakerphone device. Disable all other unused audio devices.
    3. Open the ALICE Config and navigate to the Components section. Verify the same audio output and input devices are selected.

    Firewall

    Some firewalls come with ALG or SIP Transformations turned on. ALG or SIP transformations will cause problems with SIP Communications if turned on.

    Contact your Network Firewall admin to disable this feature.

    1. Navigate to the VoIP section on the network firewall.
    2. Turn off all Transformation options.
    3. Enable constant NAT.

    Typically, the firewall manufacturer will have a resource for performing this action, such as SonicWall's.

    Additional Recommended SonicWall Settings

    • Service Object: Protocol UDP; port range 10000-20000
    • Access Rule: From LAN to WAN; Use Service Object created above
    • Access Rule: WAN to LAN; Use Service Object created above
    • Address Object: Zone Assignment: LAN ( could be WAN?) ; Type Host ; IP Address ARD 

    Additional Recommended Cisco Meraki Settings

    Add a rule for UDP Port Range 10000-60000

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