Sound quality on Avaya 9608 and onwards... Can it be improved? 3

[katbropat]

I have been using new Avaya phones in our call centre recently and have found that almost every call we take is on full volume, yet still sounds faint. Everyone is commenting o how frustrating it is. I am a newbie and not really that tech savvy. So far all I have gleaned from looking for solutions are two options

*Try to improve sound quality by getting Avaya themselves to adjust the default buffer to 121ms.

OR

*See if the headset equalisation can be increased to increase the volume of the audio.

I am sceptical about both these options does anyone else have any other ideas?

 

[JayNEC]

Are calls station to station at an OK volume, eg is it just on the trunk?

Also, a buffer has nothing to do with volume of a call, that won't help.

New England Communications

http://www.necomm.com

 

[katbropat]

The volume was okay with the previous abaya phones we had. I'm not sure what you mean by "on the trunk". I'm just getting my head round these terms. I'm a customer advisor. I posted because it's annoying my colleagues and I but work have no clue how to resolve the issue.

 

[gwebster]

Are you using headsets? If so, have you checked that you are using the correct interface cable?

 

[gwebster]

What were the "previous Avaya phones" and are you using the same headsets and interface cables? Plantronics for example has two cables (referred to as HIS and HIC) which are used for different models of Avaya phones. Using the wrong cable results in low receive audio.

 

[montyzummer]

you can alter the gain settings in the 46xx settings file along with various other audio settings related to headsets , that would be my first port of call , or bad batch of phones , try another model with different headset

APSS (SME)
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ACIS (UC)

 

[DickMorris]

kat,
A trunk is one of the phone lines from your phone system to the PSTN (Public Swithed Telephone Network) ie, your connection to the everyone outside your phone system.

Assuming you're using Plantronics headsets... Like gwebster said, check the cable between the phone and the headset. HIC cables are for the older phones and HIS for newer phones. Can't recall exactly which ones. I just experiment till I find the right one.

I don't think there are any settings in the phone system that can be adjusted to change volume. The rocker switch on the phone is it.
Consider using a binaural (two ear) headset like the HW261 for better isolation.

BTW you're not alone. I've heard this complaint for years. It would be nice if Avaya would address this issue.

 

[katbropat]

Have not been in work for over a week now. I got a nasty cold and chest infection. The sound thing is still an issue at work though because my husband who works with me has been noticing it too. I use a two sided headset and that does help a bit but not much because the volume is very faint. I'm going to print this thread off and talk to the IT guys and my boss on Monday. If anyone has any further suggestions about how we can solve this problem please post them because we are a very busy call centre and asking people to repeat everything is lowering productivity and frustrating staff and customers.

 

[JayNEC]

When you call in house eg, when you talk to another co-worker on an IP phone is the volume an issue then?

New England Communications

http://www.necomm.com

 

[montyzummer]

So have you looked into the gain settings on the 46xx settings file there are also other audio settings that you can play with , as mentioned above .... two tests call agent to agent with handset whats the volume like ..... repeat the test using the headset what are the results .... give me a min and i will find you the settings im referring to in the settings file.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[montyzummer]

see this thread where i have listed the audio settings that can be changed.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[montyzummer]

sorry

http://www.tek-tips.com/viewthread.cfm?qid=1739258

APSS (SME)
ACSS (SME)
ACIS (UC)