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Occasional Visitor
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SoundStation IP 7000 Poor Outbound Sound Quality

In a large conference room, we are replacing a SoundStation 2 (with 2 external microphones) with a SoundStation IP 7000 (with two external microphones).

 

The software version in the SoundStation 7000 is 4.0.12.0926.

 

The inbound call quality on the SoundStation 7000 is excellent, perhaps even somewhat superior to the SoundStation 2.  In the conference room, outside callers sound generally excellent.

 

However the outbound call quality on the SoundStation 7000 is poor, significantly worse than the SoundStation 2.  For outside callers, the voices of speakers in the conference room sound bass-y, somewhat muffled, and tunnel-like.

 

We upgraded the software in the 7000 to the newest, and we performed a microphone diagnostic.

 

We would appreciate any advice as to how to further trouble-shoot this issue.

 

Thank you!

 

 

 

 

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Polycom Employee & Community Manager
Posts: 13,735
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Re: SoundStation IP 7000 Poor Outbound Sound Quality

Hello Aidan Danner,

welcome to the Polycom Community.

Multiple factors could be the root cause of this.

 

  • What SIP switch is this SSIP7000 connected to?
  • What Codec is being used for the call?
  • Have you made these tests without the external Microphones?
  • Are you using original Polycom Microphones and cables?

Many of these could be answered but it may be the best to open a support ticket if this is a brand new unit.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Occasional Visitor
Posts: 3
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Re: SoundStation IP 7000 Poor Outbound Sound Quality

Steffen,

 

Pursuant to your questions:

 

What SIP switch is this SSIP7000 connected to?

-- Broadsoft BroadCloud

 

What Codec is being used for the call?

-- G.729AB

-- G.711Mu

 

Have you made these tests without the external Microphones?

-- Without the external microphones, voices are more difficult to hear when speaker is positioned far from the central unit.  But the poor voice quality remains identical, without or without external microphones.

 

Are you using original Polycom Microphones and cables?

-- Yes, we're using original Polycom microphones and cables.

 

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

-- We have been in contact with the reseller, Mitel, but they unfortunately have not been helpful in trouble-shooting the issue.

 

Thank you!

 

Best,

 

Aidan Danner

.

Polycom Employee & Community Manager
Posts: 13,735
0

Re: SoundStation IP 7000 Poor Outbound Sound Quality

Hello Aidan Danner,

Mitel is not a Polycom reseller. 

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Occasional Visitor
Posts: 3
0

Re: SoundStation IP 7000 Poor Outbound Sound Quality

I'm pretty certain you'll find the reseller of record as Mitel.  The unit's serial number is 0004F2F9E5F6.  It was purchased from Mitel in partnership with AT&T.  Thank you!

Polycom Employee & Community Manager
Posts: 13,735
0

Re: SoundStation IP 7000 Poor Outbound Sound Quality

Hello Aidan Danner,

It seems you are correct, Mitel needs to work with Polycom support on this.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.