Crackle/Echo on lines

[TykeUK]

We've just setup a new office (s8800 & G450) on CM5.2

The site went live yesterday and now customers are complaining of hearing a crackle on the line and an echo of their own voice but only when they speak. When the agents speaking it sounds ok. If the agent switches to the handset or turns the volume to the lowest setting it's also ok. They all have 9620L phones with Plantronics H251N headsets and HIS cables.

Has anyone else experienced this. Not sure what I can do to recirfy it! I've switched headsets, phones, cables etc but this is happening on 90% of the calls we get so I don't think it's faulty hardware.

Thanks

 

[kjrnec]

Do you have AGC turned off on all those 9620's?

 

[Textron68]

All software patches applied? Latest firmware updated; phones and circuit packs? What codec? Analog trunks or DS1? Network ports to CLANs and MEDPROs set 100/full?

 

[jimbojimbo]

Crackle can be a timing issue with DS1's. Verify the G450 timing has not failed over (or was never set up). Use the command 'show sync timing' on the G450.

I always set AGC for the phones to off in the 46xxsettings.txt file. It only seems to cause problems.

Check the DS1's and trunk groups were set up with echo cancellation. You can use inward/4 to start with. This does not result in a db drop.

 

[TykeUK]

I still need to change the AGC to off on all the phones but an immediate difference was heard when swapping from generic HIS cables to Plantronics!!

 

[uzumaki]

Have you tried double checking your cables if there is any loose or something? Are the cables compatible enough? I had this issues before... replacing good working cables fix the issue.