Bose HC700 Audio Issues

[commercial1]

We have a client who has gone out and bought several Bose HC700 headsets. I know they are not supported on 3CX but the client is beyond the point of returning these and they are not cheap. They are having issues where as there voice crackles and breaks up on calls. These headsets are crystal clear on Teams calls but via 3cx v16 windows client , web client, v18 client there is obvious issues with the microphone. I have tried using the bose USB link which makes no difference over bluetooth. I have tried several different machines with different bluetooth dongles and have the same issues. PBX delivers audio on the extension makes no difference, i have tried different PBX's and same issues. Before i give up on these headsets has anyone got any ideas? I am thinking the codec used by the headset is in someway conflicting with 3CX itself, but open to any suggestions. Thanks

 

[ChrisC_3CX]

First thing I'd recommend doing is connecting a different headset to the PC, preferably one without drivers and that uses the onboard sound card to first at least eliminate the issue being related exclusively to 3CX. If it works okay after you do this I'm afraid that there won't be much we'll be able to help with as it might mean you'll probably have to take a closer look at the headset device and it's settings.

 

[commercial1]

First thing I'd recommend doing is connecting a different headset to the PC, preferably one without drivers and that uses the onboard sound card to first at least eliminate the issue being related exclusively to 3CX. If it works okay after you do this I'm afraid that there won't be much we'll be able to help with as it might mean you'll probably have to take a closer look at the headset device and it's settings.

Yes another headset is fine both wired and Bluetooth. Issue only happens in 3CX client, if i use the Bose headset in Teams the microphone is crystal clear. There has to be something with the 3cx clients web windows etc and the Bose device which is causing it. I have played with all settings on the headset but nothing helps with the quality.

 

[ChrisC_3CX]

Could you try the following:

• Access the Teams web client and test to see if it works okay there with the Bose headset.
• Then, with the same exact browser, access the 3CX Webclient again and make a call to *777 for an echo test.
• Compare the two and let me know if there is a noticeable difference and if you get the same issue on both or on only one of them.

 

[commercial1]

Could you try the following:

• Access the Teams web client and test to see if it works okay there with the Bose headset.
• Then, with the same exact browser, access the 3CX Webclient again and make a call to *777 for an echo test.
• Compare the two and let me know if there is a noticeable difference and if you get the same issue on both or on only one of them.

I have just tried the web client in Teams and within 3CX, The Teams web client sounded a lot clearer and not crackle where as through the 3CX web client the call was far worse with crackle on the call.

 

[ChrisC_3CX]

Could you give the following a try, go into the "Management Console >> Settings >> Codecs" and set PCMU as the first codec in the "Codec order for LAN" list.

Make the same call to *777 from the webclient again and let me know if you get the same audio quality.

 

[commercial1]

Could you give the following a try, go into the "Management Console >> Settings >> Codecs" and set PCMU as the first codec in the "Codec order for LAN" list.

Make the same call to *777 from the webclient again and let me know if you get the same audio quality.

That is already the first codec in the list unfortunately

 

[ChrisC_3CX]

In that case, I'm afraid that there's not much else that can be done other than maybe trying a few other codecs as the priority but I doubt this would have any significant effect for this particular issue. I have to say I find it really strange that you notice a difference between the teams webclient and the 3CX Webclient as they are both web based apps for which it is the web browser that handles the audio meaning that you should've had the same or at least a very similar experience especially since you've confirmed that the 3CX Webclient's audio is fine when not using the specific headset.

 

[commercial1]

In that case, I'm afraid that there's not much else that can be done other than maybe trying a few other codecs as the priority but I doubt this would have any significant effect for this particular issue. I have to say I find it really strange that you notice a difference between the teams webclient and the 3CX Webclient as they are both web based apps for which it is the web browser that handles the audio meaning that you should've had the same or at least a very similar experience especially since you've confirmed that the 3CX Webclient's audio is fine when not using the specific headset.

I agree there just seems to be something non compatible, ill try a few other codecs as you have suggested. Thanks for your advice