Partner ACS R6.0 Extension Speaker Issue

[itsthephoneguy]

SCENARIO - The client has a couple of extensions which are experiencing speakerphone issues. All exentsions answer with HFAI buttons on. When ext 11 calls any other extension, they can hear each other speak instantly. When anyone else calls ext 11, ext 11's response is not heard at first. Sometimes the response is delayed and then is audible. Sometimes it chops in and out. Ext 10 experiences the same type of problem. When she initiates a call out to other extensions those users can't hear her.

EQUIPMENT - These problems first arose when we swapped out their old partner II for an ACS R6.0. We have replaced that ACS R6.0 with a new one. The problem is still there.
We have replaced the phones at ext 10 and ext 11. They are 34Ds. Still the same problem.

ENVIRONMENT - The ladies at these extensions and been sitting at the same desks in exactly the same location for many years. The location of their phones on the desks hasn't changed. No additional background equipment has been added (i.e. HVAC vents above desks, etc.)

MORE TROUBLESHOOTING - I took a new phone back to the port (x11) at the processor and tried to replicate the scenario. The user (x10) at the other end thinks we had success about half of the time.

Any ideas? What should I try next?

 

[itpphoneguy]

Hi,
The reason the speaker cuts out is that the mic picks up sound and cuts off the speaker. Sounds like the noise level in general may be a little high. These phones work best placed back away from the edge. I have upgraded many systems and not experienced this complaint before *due to the new processor*.
Try calling the voicemail from each station and turn the mic on & off. The real "choppy" sounding stations have higher background noise levels, or their phone is turned to far up. If so, turn the volume down a touch and repeat the test.
-Chris

 

[itsthephoneguy]

I had the client manually press the right intercom button and make the intercom call. This seemed to stop the problem. By default, when a user presses a autodial (ex. *11) button, the sytem picks up on the left intercom button. Is there any way to set extensions to pick up on the right intercom button when pressing an autodial *ext button?

 

[itpphoneguy]

Hi itsthephoneguy,
I don't think so, but I've never tried. I doubt it though. Interesting that the other talk path, which uses the same tip / ring pair, would affect this.
Have you been able to replicate everything yourself? Some problems are solved just by watching the customer and trying the same thing. This is something I've not seen before.
-Chris

 

[hbiss]

As has been said, the reason that the speaker cuts in and out is because the mic picks up noise. I have had some phones that were more prone to this than others. Swapping them around the office or replacing them solved that.

What you are saying is pretty far fetched. It started when you upgraded to an ACS. It only affects x10 and 11. You replaced the processor and the phones with no difference. You connected a phone to x10 at the processor and they think it worked better half the time. You say that using the right intercom button and dialing the extension manually makes a difference.

I think the problem here is your troubleshooting and relying on what other people tell you.

Since you now know that the usual reason for this is ambient noise, have you listened to the extension yourself when the problem happens to verify that the mic is not picking up any noise? Keep in mind that this also includes sound from the speaker. Under some circumstances having the volume up too loud can cause this. The next thing I would do is turn off the mic to see if the problem goes away.

Try these two things then let us know what happens.

-Hal

 

[skip555]

the first thing I would do is swap ext 10 or 11 with a known good extension and see what happens

lets say ext 20 is working just fine go to ther processor swap out 10 and 20 and see if the problem remains at what had been 10 and is now 20 or weather the problem follows the ext port

I assume 10 and 11 are attendent ports so you may have to do this before or after hours