Yealink T54w volume / loudness issues

[Dan Furse]

Hi,

This is a new install of 14x T54w handsets on a 3cx v16 system (cloud hosted - OVH).

There are inconsistent issues with the volume (loudness) of call audio. This is not a one-way audio problem. The call audio comes through, but it's very quiet and the handset volume has to be turned up to full to be usable. On other calls the handset volume only needs to be at 50% to be usable.

There is no stuttering, distortion or dropout that would indicate packet loss.

The issue happens intermittently in both directions, on multiple handsets, and can affect both internal and external calls. When it happens on external calls, the T54w user can hear the external caller fine, but the external caller complains that the T54w user is too quiet.

I'm not thinking this is a 3cx issue as such - but hoping someone in the forum has encountered this before!

Any suggestions?

Thanks,
Dan

 

[AWS2P]

Trunks are OVH too ?
Phones are behind SBC ?
Are the phones wired or WIFI connected?

 

[Dan Furse]

Trunks are VoipUnlimited.

Handsets are direct SIP/STUN. No SBC.

 

[AWS2P]

Did you set them according to 3CX documentation?
Are the phones wired or WIFI connected?

 

[Dan Furse]

Phones configured as per: https://www.3cx.com/sip-phones/yealink-t5-series and using the default yealinkT5x.ph.xml template.

All handsets are on wired connections.

 

[Dan Furse]

Also, all handsets are on the most recent 3cx/yealink firmware release: 95.85.0.5 96.85.0.5

(edited to fix typo)

 

[AWS2P]

latest is 96.85.0.5 is it a type error ?

 

[JohnS_3CX]

Hi Dan,

I checked a couple T5x series of phones like the T57 and T58 and it seems their mic sensitivity is a couple of clicks lower than say a more average T43U. Not by much mind you, but if the user rotates the handset slightly away from their mouth then it becomes noticeable.

Those mics are really directional so unless it is lined up with the user's mouth you will notice a big drop in volume. If the codecs used or the provider used causes a bit of attenuation on top of what the phone has, then I can see it becoming an issue. I would expect though that an internal call between those two phones should also be affected, you might wanna try that as a test.

 

[Dan Furse]

Hi John - they have experienced the issue on both Internal and External calls.

I will advise them regarding the directionality of the mic. Is it worth increasing the voice.handset_send value? (I did try increasing this a little - but i didn;t want to risk distortion. i could try a more aggressive setting...)

 

[JohnS_3CX]

Yeah you could try it, but when the mic is closer to the mouth it might spike high.

I think that value is not provisioned by 3CX so in theory it should survive the daily reprovision cycle.