# 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

<table border="1" id="bkmrk-1.-check-the-call-hi" style="border-collapse: collapse; width: 100%; height: 212.114px;"><colgroup><col style="width: 50%;"></col><col style="width: 50%;"></col></colgroup><tbody><tr style="height: 182.591px;"><td style="height: 182.591px;">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.

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</td></tr><tr style="height: 29.5227px;"><td style="height: 29.5227px;">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).

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</td></tr><tr><td>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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