Extremely Low Volume on Earpiece Wifi or Mobile Data on same network and Wifi. 16.7.8.121

[NickKulkarni]

Hi,

• Phone Model: Samsung Galaxy Note 8
• Android Version: 9
• App Version: 16.7.8.121
• 3CX PBX Version: v16 Update 8 (Build 9) Debian ISO VM
• Network Connection: WiFi & LTE have tried both on and with Mobile Data switched off and vice versa
• Client is on the same network as the PBX or not? Yes, Wifi but VLAN for WiFi and PBX are different IP ranges but do route across.
  I can access the PBX via https: on 5001 with mobile data turned off on Chrome from the mobile.

We are experiencing some intermittent problems with Calls answered going straight to Voicemail but we are really suffering with very low call volumes between extensions and on incoming calls inside the office and factory.

We have excellent WiFi coverage (a number of UniFi WAP located across the site)
I have tested this whilst sitting within 20 feet of an AP with line of site to the AP)

Nothing we have tried so far has made a difference.

So far we have tried the obvious of putting up the volume during a call (used Echo *777)

also tried

Switching Audio System API from its default of Legacy OpenSL to Automatic choice between that and AAudio
Turning on and off
Car/Bluetooth support (Telecom API)
Echo Cancellation
Silence Detection
Mic Gain on all phones is set at 175% which seems to be the default (despite the App still telling you the Default Option is 2)

We have also gone into the Android system settings and
Disabled Dolby Atmos,
Enabled the Graphic Equaliser on custom and boosting all frequencies to 100

We even tried going into Adapt Sound and setting Over 60 years old to force a further boost of all frequencies.

Any information on this gratefully received as we have a company mobile phone list that is almost entirely Samsung. The bug is not as bad on the new S21+ but the in call volume is still not the best even after all the boosts.

Interestingly turning on Speaker instead of Earpiece gives a reasonable volume. I have yet to try this on headphones but the report I have had from one of the users with a Huawei Talkband is that the problem remains.

I have a personal Huawei and have tested 3CX on that and although the earpiece volume isn't loud its a lot better than the Samsung.

As our internal SIP phones and Soft clients on the PC do not have this problem it seems to be specific to the Android App. As it is the same if we are on Mobile Data or Wifi again the problem seems to be contained within either the phone or the app.

Given that Samsung is currently a third of the global market share if this is a Samsung problem we should not be the only ones reporting this issue. I have seen earlier forum posts about Samsung and Low volume going back many years so I have reason to suspect this is not a new issue.

Any suggestions gratefully received.

 

[Evolute IT]

We have a similar issue currently on iPhones but it seems due to iOS 15 in our case.

I'd be curious to see if they are related and not iOS-related.

 

[NickKulkarni]

We have a similar issue currently on iPhones but it seems due to iOS 15 in our case.

I'd be curious to see if they are related and not iOS-related.

That would be interesting as that would rule out the OS as the source of the problem. However that said I recall reading somewhere that there is nothing that can change in call volume in iOS i.e. it does not respond to the volume keys. Is that true?

 

[Evolute IT]

That would be interesting as that would rule out the OS as the source of the problem. However that said I recall reading somewhere that there is nothing that can change in call volume in iOS i.e. it does not respond to the volume keys. Is that true?

No it does respond to volume keys just like any other phone. The way iOS handles calling is different but audio and signaling still go through 3CX.

I'll do testing with other codecs.