Customer Service Center

In the event that downlink data is missing during Voice Quality testing (even though uplink may be available), check these possible causes:

• Phone volume - Set to one level below the max?
• Time synchronization - Test laptop's clock synchronized with the Audio Server?
• Input level - Is the volume of the sourced downlink sample properly set?
• Adapter Issues - Confirm that you are using an appropriate adapter for the device.
• Task Type / Corresponding Device - Appropriate Task Type applied to this channel?
• Loopback Test - Run a loopback test between adjacent channels.
• Verify DNIS - Verify that each device is calling the correct DNIS (server phone number)

 Alternatively, follow this procedure to troubleshoot silence on the downlink:

1. Remove the phone from the Umetrix Voice unit and listen.  Do you hear the recording playing?
   • If yes, the issue is not with the server.  Continue to Step 2.
   • If no, please provide the specific date / time / phone number connected to to Support Services.
2. Is an adapter being used to connect the phone to Umetrix Voice?
   • If yes, continue to Step 3.
   • If no, continue to Step 6.
3. Has this type of adapter been used successfully on this make and model of phone previously?
   • If yes, continue to Step 4.
   • If no, confirm that this is the correct adapter for the device under test.  Just because an adapter fits in the headset jack does not necessarily mean it is the correct adapter.
4. Try again with another of the same kind of adapter.  Does the problem with SILENCE on the downlink go away?
   • If yes, the issue has been confirmed as a faulty adapter.
   • If no, continue to Step 5.
5. Try again using a different cable.  Does the problem with SILENCE on the downlink go away?
   • If yes, the issue has been confirmed as a faulty cable.
   • If no, continue to Step 6.
6. Try again using a different device (of the same make and model).  Does the problem go away?
   • If yes, the issue has been confirmed as a faulty device.
   • If no, continue to Step 7.
7. Try creating a loopback test to verify that the Umetrix Voice hardware is operating correctly.  Does the loopback test show the same issue with SILENCE on one channel?
   • If yes, the issue has been confirmed to the hardware.
   • If no, we've eliminated every piece of Umetrix Voice hardware and the device itself as the cause of the problem.  The only remaining possibility would be the network itself.