Are these new handsets? Are they the first of this type the customer has? The is a couple of things I would check:
1. Try using an old handset (without the ridges on the back) as the wideband ones have a different sound to them and this could be causing the issue
2. Also I think the 5320e handsets are set to use G722 codec by default, you can 'filter' this out in the codecs form.
Think the handset picking up background noise would be a good thing. What kind of enviroment we talking about? I know in the olden days you could buy a "confidencer" to put on a analog handset to cut down on background noice but nothing like that is available for a mitel handset that I am aware of.
Can''t say I have ever opened a Mitel handset (new or old) but I recall opening a handset and covering the Mic with cellophane (cigerette pack wrapper) putting it back togather. (poor mans confidencer) I'm not somewhere I can look at a Mitel handset but give it a try if it will fit (they will need to talk directly into the handset)
I can remember on a standard handset (with screw off mouth and earpiece) opening the mouth piece and putting scotch tape inside covering the holes. Then poking holes a few at a time until the correct effect was reached.
Always look out for the next guy because it may be you!
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