Your response led me to an excellent doc I wanted to share with the community:    https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express-1151/211376-Technote-on-How-Bosh-Connection-Works-fo.html ... View more

Thank you Jonathan.  I will check that out.... ... View more

We didn't notice it initially with Jabber either because Jabber's default settings are to enable video for calls (options->calls->Always start calls with video).   This setting is compatible with Verizon cell phones.   So people test dial with Jabber and say "it works fine."   If that Jabber option is set to "Never start calls with video" then the audio fails.  Adding the "voice-class sip audio forced" to a matching dial peer enables audio on either Jabber video setting. ... View more

Adding "voice-class sip audio forced" on the CUBE dial peer seems to have resolved all our issues with 8845/8865 phones and Jabber clients (11.9 and 12.5) dialing Verizon cell phones.   The Jabber issue was not initially noticed because Jabber's default settings (options->calls ->Always start calls with video) are compatible with Verizon cell phone audio.   It's only if that setting is modified to "Never start calls with video" that the audio issue is noticed.  (basically mimicking the 8845/65 camera shutter open/closed condition...open = audio, closed = no audio).     ... View more

Thanks for all the replies.   We have discovered that Jabber phones (tested on versions 11.9 and 12.5) also have the same issue calling Verizon cell phones....but we have not been able to find a workaround in any of the Jabber client settings.   Jabber calls just do not complete to Verizon cell phones.   And yes, our ITSP is Verizon.   One of my co-workers has a TAC case open....I will update if they provide any recommendations which fixes the issue. ... View more

After testing, we discovered that if the 8845/8865 camera shutter is closed when a call is initiated, no audio will pass to Verizon cell phones (only affecting Verizon).   Calls to Sprint and T-Mobile cell phones work normally with no issues.   However if the shutter is open when the call is initially placed, or if the shutter is opened mid-call, then audio will start flowing normally to Verizon cell phones.   If the shutter is then closed mid-call, audio will continue to flow normally through the call.    Given the circumstances, I suspect there must be some video capability message (no video available when the shutter is closed) being sent in the SIP packets which Verizon interprets as no audio capability (or to mute audio).   Other carriers are not affected by this video capability message or ignore it or something.   Again this happens only with firmware  sip8845_65.12-1-1SR1-4 but not with the older firmware  sip8845_65.11-5-1-18 .   8841 phones do not have video and are not affected.     ... View more

Thank you --- I will look into that and post an update if I find a resolution. ... View more