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Calls Start but Only One Side Is Connected

Symptoms

When starting a call, especially from a button, the call appears to connect, but:

  • The person who receives the call hears nothing from the person who started it.

  • The person who initiates the call hears nothing at all.

  • The conversation window shows a call in progress, but communication is not possible.

  • Repeated attempts show the same problem: the call looks connected, but only one side is actually participating.

Related symptoms

  • A call looks “active” but stays completely silent.

  • Only one participant appears in the call details or Logbook.

  • Calls started from buttons or automated actions fail more often than regular intercom calls.

 

Details

This issue happens when a call is started by a button press that briefly announces itself and then immediately disconnects.

When this happens, CoCoS tries to use the device as the starting point of the call, but because the device has already disconnected, only the person being called actually joins the call. The initiator never joins, even though the system reports an active call.

As a result, both sides hear nothing, because only one person is truly in the call.

This issue has currently only occurred when using IAX.

Solution / Resolution / How To

1. Check the Call History

 

Open Intercom / Call History.

 

Locate the affected call(s), open the call, check the value history for the following message:
event(audioCodec).from(4274).to(0883259925).value()

 

Check if the value is empty as in the above message.

If so, the call cannot begin correctly.

2. Update to a Connector Version with the Fix

 

A newer connector version includes a fix that detects when the starting device has already disconnected.
If it has, CoCoS automatically creates a new connection so that the call can start normally.

 

Update to a connector version that includes this fix (Connector 5.3.3 or newer).

4. Test Again

 

Start a new call from device that had the issue, using a button press.
Preform the check from step 1 again.

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