[synapse]

Hi Folks

We have installed the 3CX softphone in conjunction with the 3CX PBX and our callers receive terrible echo. If we use X-lite with echo cancellation enable the echo issue is alleviated. When can we expect echo cancellation in the 3CX offering since this is a real issue for us.

Thanks


Matt

Synapse Networks Ltd

[Vali_3CX]

Hi, Matt
We are considering to add this feature to our 3CXphone, but I cannot say when it will be available. However, it's in our plans.
Regards
vali

[synapse]

Vali

To my mind this realy is a matter of urgency since our users are complaining bitterly . Can it not be escalated as a matter of priority???


Thanks

[KerryG]

Why don't you solve the echo problem instead of waiting for the software to correct it for you. There is always a cause of echo, it doesn't simply exist. Does the echo happen with hard phones? Are users using headsets and mics or mics and desk speakers? Is the echo in the phone line? If echo is dealt with properly, there is no need for echo to be handled by the endpoint.

[synapsenetworks.com]

Good point, and yet we have already been a long way down this road. If we use X-lite as our softphone the echo goes away. The issue is with the 3CX softphone. Thanks for the help

[KerryG]

No, echo is NOT with the 3CX Softphone, the issue is within the phone system and its connectivity and you are trying to solve it with echo cancellation at the end point. If you solved the echo problem within the phone system then the endpoints wouldnt need to solve it. If the echo was caused by the 3CX softphone (which would only be acoustic echo, like loopback from speakers to mic), then that is easily solved. If its within the phone system, then it should not be for the endpoint to manage.

[mhanson]

Like Kerry said.

The Echo is caused by "something" out there.

The X-lite "fixes" the echo. So when you say the issue is the softphone, you are technically incorrect. The phone is doing just what it should be doing, it just lacks a certain feature.

I look at it like this: My wife's SUV has four wheel drive. My Prius does not. So this morning when she had no issue getting our of our driveway, and I had to take a few runs at it to get over the snow buildup, it really isn't the cars fault. The car is doing what is should be doing. It is the 4 foot snowbank in my driveway causing my issue, but the feature that can fix that is not available on my car.

So basically, like Kerry said, instead of waiting for my car to get 4 wheel drive, I could get to the root of the problem and shovel my driveway!

So step one is to identify the cause. Are you using SIP trunks or analog lines? Refer back to Kerry's post for a few other points to check

Why don't you solve the echo problem instead of waiting for the software to correct it for you. There is always a cause of echo, it doesn't simply exist. Does the echo happen with hard phones? Are users using headsets and mics or mics and desk speakers? Is the echo in the phone line? If echo is dealt with properly, there is no need for echo to be handled by the endpoint.

"

[DeWild1]

This, http://www.plantronics.com/north_americ ... nsumer.jsp

Plus this, http://www.amazon.com/Plantronics-Bluet ... B000MT7BBA

plus any damn BT headset you like works just fine. hang up and answer with button on headset.

I personally recommend the JAWBONE dot COM for the best quality sound plus you can work in a noisy environment and have quality calls like you are in a private office.

There is no echo problem with the jawbone ad the plantronics BT USB BUA-100. anddddddd You get to answer and hang up via the button on the BT headset

[KerryG]

A BT headset with echo cancellation does not solve the echo problem, it simply masks it. The CAUSE of the echo needs to be addressed.

[jim@itstod.se]

A BT headset with echo cancellation does not solve the echo problem, it simply masks it. The CAUSE of the echo needs to be addressed.

Kerry - I need your advice.

We haven't used the 3CX Phone before, all customers use desk- or DECT phones (mostly snom and Polycom). But a new customer that we started in January wanted a low budget solution so we installed the 3CX Phone on their computers and they use it with Plantronics Entera USB HW111N headsets. The receptionist has a snom 320 and they also have a Siemens IP DECT phone.

Now to our problem - there is a really disturbing echo for the person on the other end when talking to someone that uses 3CX Phone/Plantronics headset. When using snom 320 or Siemens DECT there is no echo at all.

We use a Swedish VoIP provider, same provider as many of our customers use without any similar problems.

- What can be the cause of the echo?
- Why is there no echo when using other phones? Do they have echo cancellation? I haven't seen any such setting when configuring the phones.
- And most important - what can we do to avoid the echo?

Thanks in advance,

[KerryG]

Echo problems are very frustrating and often difficult to figure out. In a VoIP only installation with no PSTN connections then echo is fairly rare except in the cases of either network issues or acoustic echo. There are a few things I would try in order to diagnose the issue.

1) Try a hard phone at the receptionist desk, if you get echo there, then you know right away you have a network issue
2) Try a decent USB headset/mic at the receptionist desk, if there is no echo then you have an issue with the Plantronics
2a) Try the Plantronics in a different part of the office
2b) Determine if the issue is the receptionists computer causing it by trying a different computer
3) If the volume is too loud on the plantronics, it may be echoing back into its own microphone

Basically its trial and error to figure out the cause.

[bluefox8080]

Like Kerry said.
The Echo is caused by "something" out there.

The X-lite "fixes" the echo. So when you say the issue is the softphone, you are technically incorrect. The phone is doing just what it should be doing, it just lacks a certain feature.

I look at it like this: My wife's SUV has four wheel drive. My Prius does not. So this morning when she had no issue getting our of our driveway, and I had to take a few runs at it to get over the snow buildup, it really isn't the cars fault. The car is doing what is should be doing. It is the 4 foot snowbank in my driveway causing my issue, but the feature that can fix that is not available on my car.

So basically, like Kerry said, instead of waiting for my car to get 4 wheel drive, I could get to the root of the problem and shovel my driveway!

Hi Mhanson,

This is a very clever but useless analogy.
This is the feature request section and not the "problem" forum.
Synapse is just stating that he needs this feature on his "Prius" as the neighbours "hybrid" (costing the same) can drive
by some magical reason on the "4 foot snowbank".

I agree with him. A LOT of users are using Skype and they do a direct comparison to the 3CX soft phone. Especially if you use the soft client withou a headset (as a lot of users do).

This feature request is VERY relevant and I for one need this also implemented asap. especially if you considers the cost of X-Lite (zero)

[mhanson]

Like Kerry said.
The Echo is caused by "something" out there.

The X-lite "fixes" the echo. So when you say the issue is the softphone, you are technically incorrect. The phone is doing just what it should be doing, it just lacks a certain feature.

I look at it like this: My wife's SUV has four wheel drive. My Prius does not. So this morning when she had no issue getting our of our driveway, and I had to take a few runs at it to get over the snow buildup, it really isn't the cars fault. The car is doing what is should be doing. It is the 4 foot snowbank in my driveway causing my issue, but the feature that can fix that is not available on my car.

So basically, like Kerry said, instead of waiting for my car to get 4 wheel drive, I could get to the root of the problem and shovel my driveway!

Hi Mhanson,

This is a very clever but useless analogy.
This is the feature request section and not the "problem" forum.
Synapse is just stating that he needs this feature on his "Prius" as the neighbours "hybrid" (costing the same) can drive
by some magical reason on the "4 foot snowbank".

I agree with him. A LOT of users are using Skype and they do a direct comparison to the 3CX soft phone. Especially if you use the soft client withou a headset (as a lot of users do).

This feature request is VERY relevant and I for one need this also implemented asap. especially if you considers the cost of X-Lite (zero)

We are just offering an alternate option. I never downed his request, but like Kerry said, proactively this issue can be resolved now, without waiting for this feature to come down the pipe.

If Synapse has a customer waiting for this fix, he might be waiting awhile as there is no guarantee this feature hits a release in the immediate future. We are simply pointing out that while he waits he can fix this issue so that it doesnt cost time/business.

There is no reason you cant just use X-Lite in the mean time. It is not like you are buying the 3CX soft phone and cant use X-Lite. They are both Free Softphones, with 3CX being developed for their system. I do not see any relevant point to the cost of the X-Lite, as like I said, both are free, with X-Lite being much further along in its development.

[bluefox8080]

True

[Erling Computer]

Suggestions to reduce echo

Turn the volume on the mic down as far as possible (in windows).
The higher the mic volume, the more echo the other end will hear.
Make sure you're using a directional, or noise cancelling microphone or headset.
Turn the volume down on the speaker or headset too, just enough volume to hear clearly.
Voice tube headsets are not noise cancelling. They pick up sound like Superman.

Specific to Speakerphone Applications

Try to put the speakers facing away from the mic (definitely not behind it)
Directional mic is very important
It's better to to turn the mic volume way down and hold it like a lounge singer.
If it's turned up high enough for people to hear when it's on the desk, it's too high.
If you buy a real speaker phone device, you don't have to worry near as much about any of this.