One user, on Windows Softphone, has low volume on external calls

[ChrisAJohnson]

3CX Version: Professional Annual 16.0.9
Server OS: Debian 3CX ISO from last year (on prem, VM on Hyper-V)
IP Phone Make/Model/Firmware: Windows Softphone
Provisioning Method: attachment from welcome email
Trunk Provider or Gateway Make/Model: ACW (Australia) "Generic"
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: NO

I have one user in a large (new) deployment complaining of low volume for external calls only to their Windows Softphone. All other apps' volumes are normal. Internal calls are at a good volume. No other users are complaining about volume levels. We have checked the mixer, and the Softphone is at full volume. User does not have a physical phone to also test.

Does anyone have any ideas of where to look?

 

[VasilisV_3CX]

Hi @ChrisAJohnson,

If you added a new extension with default settings, then downloaded the config file and configured the new account on the Windows softphone, does the same thing happen? If so - this is most likely not a 3CX issue, and most likely a Windows one.

 

[ChrisAJohnson]

While that's a valid troubleshooting step, more or less, I don't agree with the conclusion. All other conferencing apps are at a good volume. Only the 3CX app has problems and only with external calls. Even if this happens with a fresh account, it could still be a problem with the 3CX app.

I wish the app had a volume control.

I'll get a chance to try this at the end of next week. Are there any other suggestions in the meantime?

 

[VasilisV_3CX]

Hi @ChrisAJohnson,

You may well be correct, so lets dig a little deeper.

When the user makes a call internally, does the other side hear them at a normal volume?

If the same extension logs in on another device, and dials *777, do they hear themselves with the correct volume? Also, if they log in on another device, is the audio still soft?

Is the user using a headset through with the Windows Softphone, if so, which make and model?

 

[ChrisAJohnson]

The user has provisioned their extension to a smartphone (don't know which flavour) and reports the same pattern of volume problems on that.

I will suggest *777, but they already say internal calls are good.

It's a Logitech H151

 

[VasilisV_3CX]

Hi @ChrisAJohnson,

Can you verify this using the user's set up? Does the other side hear them at the correct level (is the audio quietness happening one way or both ways)?

It's doubtful that this is anything related to the PBX, even transcoding wouldn't cause little more than a small disparity in the volume of the call.

 

[FridayIT]

3CX Version: Professional Annual 16.0.9
Server OS: Debian 3CX ISO from last year (on prem, VM on Hyper-V)
IP Phone Make/Model/Firmware: Windows Softphone
Provisioning Method: attachment from welcome email
Trunk Provider or Gateway Make/Model: ACW (Australia) "Generic"
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: NO

I have one user in a large (new) deployment complaining of low volume for external calls only to their Windows Softphone. All other apps' volumes are normal. Internal calls are at a good volume. No other users are complaining about volume levels. We have checked the mixer, and the Softphone is at full volume. User does not have a physical phone to also test.

Does anyone have any ideas of where to look?

There should be a settings in the audio device under advanced to enable audio enhancements, can you try calls with this on and off? I've seen windows do some weird things in the past (I had a mic where I had to turn this off for people to hear me)

Also there is a setting called "communications" in the sound control panel to reduce audio volume "when windows detects communications activity". try changing this as well to see if it makes a difference.

 

[FridayIT]

Right, I forgot one more thing.
Under Settings --> General --> Codec Priority for External Calls check if it matches the codec order that your provider recommends.

I remember we had issues and we changed pcma/pcmu as the top priority and it made a world of a difference.