Sound quality and volume issues

Owned by HTEK
Last updated: Apr 25, 2022
2 min read

General Description

There are many kinds of sound quality and volume issues, like Echo, Cut, or the volume too loud, etc.

Troubleshooting

Echo

  1. Are both parties in the same room? 

  2. What are the room areas of each party? 

  3. Are the rooms of both parties relatively empty or crowded? 

  4. Which end of the call hears the echo, and what mode are the two parties using, such as handset, speaker, headset?

  5. What is the volume used by both parties in the call? 

  6. Are both parties in the call using Htek phones? If not, is the opposite party a mobile phone or another brand phone? 

  7. What codec is used for both parties in the call? 

  8. Is it an internal call or an external call?

  9. When an echo appears, do both parties speak at the same time, or only one side speaks?

10.  Please provide us with the syslog, configuration, and capture the network packets at both ends.  

Cut

  1. Does the issue occur when a long and continuous sound is pronounced, like a continuous a----------------? Or the issue can happen any time?

  2. During a phone call, use one computer to ping two phones, to see if there’s any network fluctuation.

  3. Please provide us with the syslog, configuration, and capture the network packets at both ends. 

Volume too loud or too quiet

  1. See how high the volume level is during a phone call (for example, is it 7? Or 10?), use volume plus and minus keys to adjust volume, and feel if there’s any change in volume.

  2. On the phone’s webpage’s Setting – Voice interface, according to whether you’re using speakerphone, handset or headset, adjust the parameters below (if you’re adjusting speakerphone volume, please turn off Hand-free AGC while doing it):

Handset – Adjust Handset Send Volume to -2dB, -4dB, no lower than -6dB

Headset – Adjust Headset Send Volume to -2dB, -4dB, no lower than -6dB

Speakerphone – Adjust HandFree Send Volume to -2dB, -4dB, no lower than-6dB; meanwhile, turn off Hand-free AGC.

Further Support

If the problem remains, please contact Htek Support (support@htek.com).