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  • Audio Drops When Monitoring Extensions using External Assignment

    We are experiencing an issue where audio is being lost when the silent monitor option is used to monitor users who are utilizing the external assignment feature. I'm wondering if anyone has experienced this before or if this might be by design. Perhaps this type of thing is not even supported within ShoreTel because it cannot see the RTP stream end to end?

    When the operator using external assignment (far end PBX is not ShoreTel) is on the phone speaking with a caller and someone silent monitors the extension, the person monitoring the call cannot hear the caller. The caller also cannot hear the operator when someone is silent monitoring.

    We are utilizing 14.2 version 19.43.7902.0.