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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: ralph on October 12, 2018, 08:37:55 AM

Title: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: ralph on October 12, 2018, 08:37:55 AM: Has anyone else experienced this?

Periodically, an audio burst comes over a 6930 speaker phone when a user is NOT on the phone. Phantom voice for a split second, then it stops.

Ralph
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: sunspark on October 13, 2018, 02:23:39 PM: Quote from: ralph on October 12, 2018, 08:37:55 AM
Has anyone else experienced this?

Periodically, an audio burst comes over a 6930 speaker phone when a user is NOT on the phone. Phantom voice for a split second, then it stops.

Ralph

Hi Ralph.

All phones or only one? Maybe defective phone?
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: johnp on October 13, 2018, 04:30:55 PM: Might be a firmware issue
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: ralph on October 13, 2018, 10:18:12 PM: Quote from: sunspark on October 13, 2018, 02:23:39 PM
Quote from: ralph on October 12, 2018, 08:37:55 AM
Has anyone else experienced this?

Periodically, an audio burst comes over a 6930 speaker phone when a user is NOT on the phone. Phantom voice for a split second, then it stops.

Ralph

Hi Ralph.

All phones or only one? Maybe defective phone?

Hmmm. Good question. I should have asked it myself. I understood it to be all phones but now I'm not sure.
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: VinceWhirlwind on October 14, 2018, 06:34:12 PM: No, but we have 2 sites (out of about 100 with 6930s) who have reported multiple instances of an audio burst occurring during a call.
We tried phone firmware upgrade - the release notes had some interesting looking things in them, but it hasn't fixed the issue.
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: ralph on October 15, 2018, 08:34:14 AM: Quote from: VinceWhirlwind on October 14, 2018, 06:34:12 PM
No, but we have 2 sites (out of about 100 with 6930s) who have reported multiple instances of an audio burst occurring during a call.
We tried phone firmware upgrade - the release notes had some interesting looking things in them, but it hasn't fixed the issue.

Thanks Vince.
Does the burst of audio come through the speaker or handset?

Ralph
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: VinceWhirlwind on October 15, 2018, 06:30:37 PM: Initially all the reports involved headsets, but since then we've had 2 where it came through the handset, I don't think any were using speakerphone at the time, but we stopped blaming the headsets and we now blame the phone itself..

We pursued this with the carrier in case something weird was happening on the WAN, although I wouldn't have bothered personally - too much of a long shot, and I don't see how any kind of fault on the WAN could generate actual audio data and insert it into the packets.

One of my colleagues suggested checking out PoE wasn't causing it. My opinion is that it's the phone itself having a problem replaying the audio, perhaps a problem with silence suppression.

Problem is it's not replicable so it's hard to figure out what's causing it.
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: ralph on October 15, 2018, 10:11:01 PM: Mitel requested that I duplicate it and then pull the logs from the device. I didn't even know there were logs in the device.
I asked the customer to let me know next time it happens.

Ralph
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: lundah on October 31, 2018, 08:46:51 AM: What release MiVB are you on? I've run into a similar issue with 6930's using headsets, if the user is on a call on a headset, a 2nd call comes in and for a second the audio of their ongoing call is sent to the speaker instead. In that case it was a known bug in an earlier MiVB 8.0 release (SP1 I think), and it's fixed in later 8.0 releases.
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: jbbts on October 31, 2018, 09:52:38 AM: We have seen this issue on the in MiCloud Business. Has always been with a 3rd party headsets , even certified Plantronics models, and the burst comes through the speaker when the user is actively using the head set.

Almost like a 2nd audio path opens for a moment.

Support told us it was a headset issue even though it maybe certificated to work.
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: celswood on November 04, 2018, 04:04:34 PM: There is a similar issues that has been identified and addressed in firmware version 1.4. Check the fixed issues in the MiVB 9.0 release notes it should have more details on there.

Craig

Sent from my iPhone using Tapatalk
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: august on November 04, 2018, 07:11:19 PM: This is known problem on the 6320-6930 by mitel. It's an hardware issue. Not a firmware or software problem.

The problem occur when on a call using the headset and then received a call on another line.
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: ralph on November 05, 2018, 01:36:10 PM: Quote from: august on November 04, 2018, 07:11:19 PM
This is known problem on the 6320-6930 by mitel. It's an hardware issue. Not a firmware or software problem.

The problem occur when on a call using the headset and then received a call on another line.

Do you have a doc number I can refer to for that?

Ralph
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: august on November 05, 2018, 07:55:13 PM: I will send you the info tomorrow morning.
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: august on November 06, 2018, 11:53:28 AM: PM Sent
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: VinceWhirlwind on November 06, 2018, 07:48:42 PM: I had a look through the KB but can't find it - do you have a link or something?
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: august on November 07, 2018, 07:51:44 AM: PM sent.
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: NEPhoneGuy on November 07, 2018, 09:30:28 AM: I'm also interested in this. Have a site with bunch of these phones going in.
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: august on November 07, 2018, 12:28:19 PM: PM Sent
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: johnp on November 07, 2018, 06:46:26 PM: Can you also send it my way? Thanks
Title: Re: Audio burst comes over a 6930 speaker phone when a user is NOT on the phone
Post by: august on November 08, 2018, 07:02:33 AM: PM Sent