We've gone as far as switching another user back to a Dell 7410 and is working fine with the same headset which leads me to believe it's some combo of device drivers/hardware/headset. We've seen the mic level drop to 0 within the Jabber audio settings. Today, the user complains that once they answer the call, they can hear maybe the first word, then all audio cuts out same with internal or external calls. We've removed the audio device drivers from the computer (Intel Smart Sound Technology for USB Audio and Poly Blackwire 3320 Series) and rebooted which seemed to solve the issue for a short time. Talked with the user on a Jabber to Jabber call, also placed several PSTN calls to his extension with no issues periodically subsequent calls after he's put back in the queue have issues, seemed to work for day or two.
I've done several tests to rule out one way audio, routing/networking issues, etc. This application simplifies the BIOS, firmware, driver, and application update experience for Dell client hardware. We use MS Teams for internal communication and that doesn't seem to have any issues. Dell Command Update is a stand-alone application for client systems, that provides updates for system software that is released by Dell. User is also a Contact Center agent with Jabber version 14.3 Build 305563.
User is remote using Cisco An圜onnect VPN. It seems this one is Teams branded but we also have many of those spread across the organization. Hardware is Dell 7420 with Poly Blackwire 3320 headset. Recently we've come across a few users having issues with some combination of headset/hardware audio issues.
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