Phone Volume Quiet

[colinuk]

We have a customer reporting that call volume is quiet using Fanvil Desk Phones X5U-V2- and unable to hear the caller properly- any one come across this issue before, more noticible on incoming calls particularly after a ver 20 upgrade?
Busy little Recruitment consultancy - one room - fairly high call volume
Setup: 3CX SC Pro ver 20 latest
Hosted on Azure: B2S - Standard SSD
Unregistered SIP Line but have tested using a registered SIP - no improvement
Using Fanvil X5U-V2

• Incoming SIP line call recording same as 3CX call recording
• Vast majority of calls are reporting 'Excellent' communication with 3CX diagnostics
• Tested remote location - can't see an issue
• No issues on any other customer sites using Fanvil x5U phones

 

[DimitrisL_3CX]

Hello,

Can you please check if the IP phone is on the latest 3CX Supported Firmware?
Fanvil X5U 2.4.12
Fanvil X5U-V2 2.12.17

 

[colinuk]

Confirmed: Fanvil X5U-V2 - 2.12.17

 

[DimitrisL_3CX]

As a clarification,

Does the issue appear to multiple Fanvil X5U-V2 devices or is it just one?

If you test the device on a different PBX, do you have the same issue?

 

[colinuk]

Multiple devices - 10 x Desk phones - we have other sites without issue

 

[Lee Cramman]

By any chance is everyone there is on the same headset / cable that you don't use anywhere else... if so maybe they can compensate?

I'm not familiar with that model, but I've used other Fanvil handsets that allow you to alter the microphone gain.

This pic might helpful, however it's not clear whether by 'voice' they mean the earpiece volume or the microphone volume:

 

[colinuk]

Thanks Lee - confirm volume is set at maximum

 

[Lee Cramman]

Is this a handset problem or a headset problem?

 

[colinuk]

Handset

 

[Lee Cramman]

I'd be tempted to chuck a couple of handsets onto the PBX (including a Fanvil) from your location and see what levels you get on test calls. Maybe check the codecs are in order (but I can't see the change from 18 to 20 affecting that).

The other thing I'm wondering, if it's a busy room is there an element of noise cancellation that is making a difference? If so headsets might help.

 

[1st]

Hi I also have the same problem since upgrading to V20
Very quiet both desk phone and headsets?