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Hi, when you can't hear the voice of the caller calling you ,it means that the earpiece of the phone which is located slightly above where the screen is. the earpiece is not ok and it needs to be replaced.
When you replace i,you will now be able to hear the incoming callers voice.
I have the reverse problem. Callers can hardly hear me.
I saw a setting in the headunit that allows you to specify where the audio plays for incoming calls. You can choose the Left Front Speaker, the Right Front Speaker or Both. Check the manual and make sure its set to both.