I have posted a few times on this forum and found everyone to be great.
Racedog, I have read most of your comments and your sticky about software updates makes complete sense.

I have a 6x that I self installed - always been on 7.1.8.1 becuase of the lack of a support plan. Most of the phones are 9212's.
Phone lines are all analog and I have 4 of them into the system.
I am not a phone installer, but I am a self taught computer "guy".
With the help of the internet and forums, the install wasn't hard.

My boss has random problems where customers cannot hear him talking. It doesn't seem to be consistent enough to easily track by saying it is a certain phone line, a certain phone number, etc.
I didn't have the same problem - so I swapped my phone with his directly - Seems to still happen.

In my head, I am thinking basic possibilities are problems with:
1. Phones
2. 6X system
3. Ethernet lines from office to switch
4. Ethernet Line to 6X
5. Some kind of bandwidth issue on the entire ethernet system
6. Analong line from demarc to 6x
7. Analong line from demarc to phone company

So

1. I swapped phones (with one that I considered working fine) with no change.
2. updating the software might help (again based on racedog's comments)
3. Acutal ethernet lines - I am guessing these dont just "go bad" perhaps there is a frequency issue? unlikely.
4. Just a single cable to the 6x. also unlikely.
5. I just tried making calls from a phone while using 2 different bandwidth programs - Thinking that if I clogged the lines with data the phone might mess up. I would think it would be more likely to cut in and out losing data rather than just lower in volume.
6. Haven't really checked them.
7. I had a friend come over who is an old school phone system guy. He hooked into the phone lines at the demark and listened to them heading out of the building. He said he didn't hear anything that would spark his concern.

I have a local allworx installer.
For a rate, he would come and inspect the system.
For a fee, they can install the latest software update.

Because the event currently seems so random, my gut is telling me it is more likely a 6x/software issue instead of most of the basic hardware that I have here in the office.

Does my logic seem sound?
Other option is to abandon this system and get something else completely - with full support.
I would consider something like this if there were concerns for the allworx 6x system and its "lifespan".
Thoughts?
Thanks again.
Chad