Audio Quality on Windows Desktop App V18.5.28

[Florian87]

Hi,

on multiple 3CX installation we do see strange audio quality issues with the Desktop App V18.5.28.

Within the first 5-10 seconds of a call the audio quality is bad, after these first seconds it is back normal. I do not see the issue on every call, but from time to time it happens. It also happens on internal calls from Desktop App to Desktop App.

Settings > Codecs is set to PCMA for both LAN and also WAN connected Apps. The same codec is beeing used by the Sip-Trunk.

Does somebody else have the same issue and maybe also a resolution for it?

Thanks
Florian

 

[VasilisV_3CX]

Hi @Florian87,

Can you provide more information: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Does this issue only happen on devices of one specific network or are people experiencing this regardless of where they are relative to the network?

Are headsets being used?

 

[Florian87]

Hi @VasilisV_3CX

this issue happens on different 3CX installation of different customers, including our own installation. So it is not related to one specific network or one specific person. We did see this issue the first time when we we introduced the new V18 Windows App.

We use Jabra 930 and Jabra Evolve 65 headsets.

More informations about our enviroment:

• 3CX Version: 18.0.1.237
• Server OS: Debian 10.10 via 3CX ISO
• Is the 3CX Server Hosted and where: onPremise
• IP Phone Make/Model/Firmware version: Jabra Headsets + Windows App V18.5.28
• Provisioning Method: Local
• Trunk Provider: HFO Telecom
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[VasilisV_3CX]

Hi @Florian87,

Does this happen irrespective of the Jabra headsets / integration? If you call without integration enabled, does it continue to happen?

 

[Florian87]

Hi @VasilisV_3CX

I did turn off the headset integration, but I still have the same Problem.

 

[VasilisV_3CX]

Hi @Florian87,

I'll PM you shortly.

 

[VasilisV_3CX]

Just to update: Florian will investigate this on his side and revert. I logged on with two test extensions and was unable to reproduce. As it is intermittent, I advised switching on recordings and checking them too.

 

[Tyler.Calhoun]

Within the first 5-10 seconds of a call the audio quality is bad, after these first seconds it is back normal. I do not see the issue on every call, but from time to time it happens. It also happens on internal calls from Desktop App to Desktop App.

we have the same problem. With 200 extensions, it affects 20 workstations.

Calls via Snom M900 are perfect. About Jabra 930 a few seconds very poor voice quality.

 

[Florian87]

I did open a Ticket at Jabra and they did tell me that 3CX is maybe using the wrong interface to control the Jabra headset. They also mentioned that it could be caused by Windows energy saving settings.

With respect to energy saving settings Jabra is suggesting the following:

• Open Control Panel.
• Click on Hardware and Sound
• Click on Power Options.
• Under "Preferred plan," click the Change plan settings link for the plan you're currently using. (If you change the settings on the power plan that isn't active, this won't work.)
• Click the Change advanced power settings link.
• Expand USB settings.
• Expand USB selective suspend setting.
• Select Disabled from the drop-down menu.
• Click Apply.
• Click OK.

What could also help is:

1. Press Windows key + X key and click Device Manager.
2. Expand the Universal Serial Bus controller.
3. Right-click on each usb controller (one by one ) and click on property -> power-> turn off "Allow to turn off this usb "
4. Restart the computer and check

Please let me know if this did fix your issue.

 

[SteveITS]

Adding to the discussion...

I have a Sennheiser/EPOS headset and the last month or so have had complaints from coworkers they can't hear me for the first 5 seconds or so of a call (inbound or outbound). However at other times I make/answer calls and people respond so they hear me fine. So my symptom seemed a bit more inconsistent.

I did try your suggestion of disabling the USB Selective Suspend setting a couple weeks ago which didn't seem to help. Device manager doesn't show that other setting that I can find.

Closing/opening the 3CX desktop app didn't help either.

Mic volume is at 100 in Windows. I also tried unchecking the mic properties -> Advanced -> "allow applications to take exclusive control of this device" which I think I saw in another thread, but that didn't seem to help.

I played with it a bit more his morning and found if I called *777 and start counting it is either inaudible or quiet for the first few seconds.

Eventually I tried restarting my PC and it seems much better now, at least with *777. Not that that helps much, but is something to try. And this keeps the thread open a bit longer. My PC had last restarted 18 days ago which was probably after I made the USB power change but I'm not sure.