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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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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!

 

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Swapping the IP 7000's codec prioritization fixed the problem.  We placed G.711Mu in first position and G.729AB in second position.  Call quality improved considerably.  Presumably G.711Mu is the superior codec for our AT&T/Mitel Hosted Voice System environment.

View solution in original post

6 REPLIES 6
HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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

.

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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!

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Swapping the IP 7000's codec prioritization fixed the problem.  We placed G.711Mu in first position and G.729AB in second position.  Call quality improved considerably.  Presumably G.711Mu is the superior codec for our AT&T/Mitel Hosted Voice System environment.

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.