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9611 static / underwater sound when ringing

9611 static / underwater sound when ringing

9611 static / underwater sound when ringing

(OP)
I have about 8 users in a 500 user call center reporting that the 9611G phones are ringing but instead of a ring it is a static or underwater sound coming from the phone. The users can't answer using the hard phone, but they can answer using the softphone Avaya agent desktop. We train the users to only use the softphone, but several of these users still use the hardphone to answer. This does not happen on every call just every now and again. Maybe 2 out of 10 calls. A call comes in the phone either makes a static sound or a ring that sounds like its muffled or underwater. During that same time Agent desktop does pop up and notify the user of the call, and they can answer using the softphone. However, the hard phone is unresponsive and can't be used to answer the call.

This is a problem for us as we are ran like a smaller company in which the phones must be answered on the third ring or the customer goes back in the Queue and the user gets dinged for a Return to Queue due to TimeOut. Also this just isn't a great experience for the customer.

Just a tad bit more info
it only appears to be reported in one area of the building.
We have not been able to replicate the issue at our desk with the phones in question.
We have put a power supply on the phones (behavior still is reported). We typically use POE. We use arista Switches (not sure what model)
We have swapped out the phone. The ethernet cable from the phone to the data jack at the desk. We have had our vendors test the cable from the desk to the patch panel(tested good). We have changed the patch cable as well. We have switched ports to a different stack but the problem still persist.

We did update the firmware on all the 9611's about two weeks before this was reported, but these 8 users are the only ones affected out of 1600 phones domestic and internationally.

Another firmware update came out about 2 weeks ago and we are going to test this, but wanted to know if anyone has experienced this, and if so what was the fix?

RE: 9611 static / underwater sound when ringing

Check the duplex settings of the network switch and of the hardphones. Ideally, both should be configured to full duplex.

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