Inbound ACD calls are garbled on headset, but clear on handset

[rep860]

We had a new call center go live last week. All agents on 4621sw IP phones with plantronics supra binaural headsets.

Intermittently agents are getting client calls where the caller "sounds like they are underwater and/or digitized". As a test during several garbled calls the agent or supervisor picked up the handset and the call was perfectly clear. They switched back to the headset and call was garbled.

The known constants:
ONLY call center phones affected
Other users on the same network switches are unaffected
All agents on same type/style headset
Issue is random among the agents
All phones at same firmware


The entire facility is services (VoIP) over the same MPLS from the ESS location.

Thx

Rich Pederzani
Network Engineer
Avaya & Microsoft Lync

 

[mojoputter]

Have you tried changing any of the dip switches on the headset module that your headesets are plugged into..?

 

[ReallyRotten]

I would play with the dip switches on the base. Sometimes they need to be adjusted to make the headset work properly.

 

[ReallyRotten]

It looks like mojoputter and I had the same brainwave at the same time.

 

[rep860]

Nothing to adjust. the 4621sw has a built in headset jack. the headset is connected with an avaya HIC disconnect cord. Only adjustments available are for the Automatic Gain Control and we already tried that.

Thanks for the input!

Rich Pederzani
Network Engineer
Avaya & Microsoft Lync

 

[smokinjoe2938]

as these phones are in close contact with each other you need to 1st try to disable the gain control on the phone settings, I have also had to turn the volume down on the phones as well, hope this helps.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Stinney]

There are settings in the 46xxsettings.txt file for headset gain control, side tone and Audio Environment Index.

We had the best luck using the GN2000 sets directly connected to the phone.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[BIS]

Maybe a stupid question - but did you try the headset on another phone? Could it be just the headset?

 

[rep860]

Thanks to everyone that has provided feedback:

We are using 4621sw IP phones with the built in headset port on the phone. The same phone/headset combo is used throughout the building in other departments without issue.

After further investigation we found that the affected phones were experiencing jitter/packet loss during these calls. Our networking team is now trying to determine the cause behind that.

Thanks again for all of the input and to sum up. There are no stupid questions.

Enjoy your day,

Rich

Rich Pederzani
Network Engineer
Avaya & Microsoft Lync