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Feedback?This Help article is for Cisco Wireless Phone 9821 registered to Cisco Unified Communications Manager (Unified CM).
When users report that active phone calls have poor voice quality that includes choppy audio, static or gaps in audio, or no audio, use the information in this section to identify the cause of the problem.
One-way audio or no speech path
Problem
One or more people on a call do not hear any audio.
Solution
Use the following list to identify possible causes for the problem:
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Check that the access point is enabled for ARP caching. When the phone is in power save mode or scanning, the access point can respond to the wireless IP phone only when ARP caching is enabled.
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Check your gateway and IP routing for voice problems.
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Check if a firewall or NAT is in the path of the RTP packets. If so, you can use Cisco IOS and PIXNAT to modify the connections so that two-way audio is possible.
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Check that the Data Rate setting for the phone and the access point are the same. These settings should match or the phone should be set for Auto.
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Check the phone hardware to be sure the speaker is functioning properly.
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Check the volume by pressing the Volume button on the left side of phone.
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Check that the speaker is functioning properly. Adjust the speaker volume setting and call the phone to check the speaker.
Ring volume is too low
Problem
User complains that the ringer on the phone is not loud enough.
Solution
Press the Volume button on the side of the phone, and increase the volume.
Phone does not ring
Problem
User complains that phone does not ring.
Solution
Check the phone settings:
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In the Settings app:
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Check where the ringer should ring. Choose , and check that the correct location is selected.
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Check the ringtone. Choose . If a ringtone is not set, select a ringtone for the phone.
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To see if the speaker is functioning properly, adjust the ring volume settings to the highest level. Enable keypad tones or call the phone to check the speaker.
