Avaya Audio Quality Tuning for IP Telephones User's Manual
Contents
1. gain 202 18dB Excessive noise Excessive noise 6dB gain 203 18dB Excessive noise Excessive noise 6dB gain 204 9dB Excessive noise No Noise reduction gain 205 9dB Excessive noise No Noise reduction 6dB gain 206 9dB Excessive noise No Noise reduction 6dB gain 207 12dB Excessive noise No Noise reduction gain 208 12dB Excessive noise No Noise reduction 6dB gain 209 12dB Excessive noise No Noise reduction 6dB gain 210 15dB Excessive noise No Noise reduction 0dB gain 211 15dB Excessive noise No Noise reduction 6dB gain 212 15dB Excessive noise No Noise reduction gain 213 18dB Excessive noise No Noise reduction gain 214 18dB Excessive noise No Noise reduction 6dB gain 215 18dB Excessive noise No Noise reduction gain 216 9dB Excessive noise Very noisy office OdB gain 217 9dB Excessive noise Very noisy office 6dB gain 218 9dB Excessive noise Very noisy office gain 219 12dB Excessive noise Very noisy office OdB gain 220 12dB Excessive noise Very noisy office 6dB gain 221 12dB Excessive noise Very noisy office gain 222 15dB Excessive noise Very noisy office OdB gain 223 15dB Excessive noise Very noisy office 6dB gain 224 15dB Excessive noise Very noisy office gain 225 18dB Excessive noise Very noisy office gain 226 18dB Excessive noise Very noisy office 6dB gain 227 18dB Ex2. 5 Press the MIN button to view the minimum noise measured during the 20 second period 6 Press the RESET button to clear the results and start a new test 13 http rsk imageg net graphics uc rsk Support ProductManuals 3302055 PM EN pdf COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 27 of 28 e Speakerphone complaints local noise affecting speakerphone operation If unfamiliar with any part of the test setup read the User Guide provided with the SLM o Setup 1 Set the Weighting to and the RESPONSE to Fast 2 Set meter range so that the signal level bars are close to the 0 at the bottom of the display o Test 1 Place the meter within a few inches of the speakerphone s microphone usually located in the front right corner of the speakerphone as you face it in normal fashion Make sure no one is talking as speech will bias the measurement Perform the test during normal working hours and preferably when the noise complaints are highest 2 Press the DH button for approximately one second until DH appears on the display This will measure the average minimum and maximum sound level over a 1 second period See Call Center above for making measurements over longer periods 3 Average noise level is displayed after one second 4 Press the MAX button to view the maximum noise measured during the 1 second period 5 Press the MIN button to view the minimum n
3. 6dB gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 18 of 28 Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 164 15dB Very noisy office No Noise reduction gain 165 18dB Very noisy office No Noise reduction gain 166 18dB Very noisy office No Noise reduction 6dB gain 167 18dB Very noisy office No Noise reduction gain 168 9dB Noisy office No Noise reduction gain 169 9dB Noisy office No Noise reduction 6dB gain 170 9dB Noisy office No Noise reduction gain 171 12dB Noisy office No Noise reduction OdB gain 172 12dB Noisy office No Noise reduction 6dB gain 173 12dB Noisy office No Noise reduction gain 174 15dB Noisy office No Noise reduction gain 175 15dB Noisy office No Noise reduction 6dB gain 176 15dB Noisy office No Noise reduction gain 177 18dB Noisy office No Noise reduction gain 178 18dB Noisy office No Noise reduction 6dB gain 179 18dB Noisy office No Noise reduction gain 180 9dB Typical office No Noise reduction gain 181 9dB Typical office No Noise reduction 6dB gain 182 9dB Typical office No Noise reduction
4. Note that the AUDIOENV settings of 35 and 62 have the same noise reduction threshold and transmit gain settings See Table 4 of Appendix A 5 Other System Component Settings 5 1 DS1 Echo Canceller DS1 echo canceller settings can affect incoming audio quality by producing echo canceller artifacts during echo cancellation Because of this it is best to identify DS1 echo canceller artifacts first and make the appropriate e can setting change prior to making any AUDIOENV changes 5 2 Network Region Codec Voice quality can be affected by the type of speech coder utilized in the telephone network A low rate coder such as a G 729 codec reduces speech to a low transmission rate 8000 bits per second but sacrifices voice quality in the process In contrast the G 711 codec has a higher transmission rate of 64 000 bits per second that uses more bandwidth but allows it to better represent the talker s voice less impairments For more information on distortions caused by low rate coders see Troubleshooting Audio Quality Problems in the Field 5 3 Comfort Noise Generator on Media Processor and Crossfire When comfort noise is enabled either through the Media Processor or Crossfire boards customers may complain of a hiss or noise generated when they stop talking What the user is most likely hearing is the change in the idle channel noise from the far end as the echo canceller suppresses the echo and adds comfort noise to fill the gap lef
5. a n a 3 steps above 4 steps below n a n a n a n a 5 steps below n a n a n a n a 6 steps below n a n a n a n a 1 step above n a n a n a n a 2 steps above 0 1 2 3 4 5 6 7 8 9 THE AUDIOENV MATRIX The AUDIOENV variable can be programmed with one of 299 possible values with each value representing a unique setting of AGC dynamic range handset noise reduction threshold headset noise reduction threshold and transmit gain for headset only It is certainly not intended that trial and error be used when selecting an AUDIOENV setting to fix a customer audio quality issue Rather the intent is for the engineer technician to isolate the audio impairment and select an AUDIOENV value that has a variable setting designed to address that audio impairment and improve the performance of the phone Although the customer can make sidetone adjustments on their own and to their liking it is highly recommended that AUDIOENV setting adjustments be made only with direction from Avaya Services or the Business Partner technical representative MAKING AUDIO QUALITY AFFECTING ADJUSTMENTS When making AUDIOENV adjustments always start with the AGC setting as the baseline adjustment with default settings for the handset noise reduction headset noise reduction and TX gain The AGC baseline settings are shaded in Table 4 Note that R2 6 setting 0 3 steps above nominal has no corresponding match in R2 810 si
6. environment after making the above NR Thresh HD adjustments set HD Tx Gain to 6dB Note that HD Tx Gain only applies to headset not handset AUDIOENV Variable Settings for Noisy Office Customer s current If Handset If Headset user AGC setting user 1 choice 2 choice 9dB 9 3 5 12dB 36 30 32 COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 5 of 28 AUDIOENV Variable Settings for Noisy Office Customer s current If Handset If Headset user AGC setting user 1 choice 2 choice 15dB 63 57 59 18dB 90 84 86 Note that these settings add loss to the transmitted speech and can affect the ability of the far end party to hear the headset user AUDIOENV Variable Settings for Very Noisy Office Customer s current If Handset If Headset user AGC setting user 1 choice 2 choice 9dB 18 6 8 12dB 45 33 35 15dB 72 60 62 18dB 99 87 89 Note that these settings add loss to the transmitted speech and can affect the ability of the far end party to hear the headset user See following for Excessive noise AUDIOENV settings table Nearby Speech Heard at Far end AGC Dyn Range whatever is currently set Since AGC is a receive path function it does not influence the far end audio quality NR Thresh HS Excessive noise This handset noise reduction threshold setting appl
7. the ten settings now available in R2 810 AUDIOENV has also added two new noise reduction settings which are described in section 3 2 2 Appendix A provides a drill down of the various audio parameter settings that are now available Appendix B contains a Quick Start Guide that identifies specific audio quality symptoms and the tuning parameter setting s that can be used to fix the issue Appendix C provides guidelines for performing noise measurements 2 Document History Release Number Date Comments 1 0 June 29 2006 Initial release 2 0 July 10 2007 Updated to add new audio settings 3 Audio Quality Tuning Parameters Audio quality tuning parameters were developed to address customer audio quality issues that arise from incoming audio signal impairments or those that originate from the customer s environment The engineer technician can mitigate these audio quality issues using the customizable audio parameters available in the settings file Note that the tuning parameters were not designed to fix system component defects or network performance issues The following sections provide an explanation of each audio parameter so that the reader can gain an understanding of these parameters and the types of audio issues that they can address This will help when deciding which adjustments should be made to mitigate the customer s audio quality issue s 3 1 Tuning Parameter Changes from R2 4 to R2 810 AUDIOENV AUDIOST
8. variable can be set to values ranging from 0 299 possible settings with the default setting being 0 The four audio parameters are defined below Starting with R2 810 two new noise reduction states settings have been added one to turn off noise reduction and one to increase the loss added to noise AUDIOENV variable names Exp thresh Hs and Exp thresh Hs are now known as NR Thresh HS and NR Thresh HD respectively Expansion reduces background noise by inserting loss on lower level microphone output signals while noise reduction inserts loss on any microphone output signal that is deemed noise Although the customer can make sidetone adjustments on their own and to their liking it is highly recommended that AUDIOENV setting adjustments be made only with direction from Avaya Services or the Business Partner technical representative Requires the phones to be programmed manually consult Tier IV 7 Note that settings files can be local to the environment or building if it has its own DHCP server COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 3 of 28 AGC_Dyn_Range Receive AGC Dynamic Range Used to boost low level speech from the far end party Be aware that increasing the AGC dynamic range will not only boost speech but will also boost any low level environmental noise from the far end or circuit noise from network equipment in the call topology e AGC dynamic range has default value of 0 9dB Other
9. 0 9dB No Noise reduction Very noisy office OdB gain 121 9dB No Noise reduction Very noisy office 6dB gain 122 9dB No Noise reduction Very noisy office gain 123 12dB No Noise reduction Very noisy office OdB gain 124 12dB No Noise reduction Very noisy office 6dB gain 125 12dB No Noise reduction Very noisy office 6dB gain 126 15dB No Noise reduction Very noisy office gain 127 15dB No Noise reduction Very noisy office 6dB gain 128 15dB No Noise reduction Very noisy office gain 129 18dB No Noise reduction Very noisy office OdB gain 130 18dB No Noise reduction Very noisy office 6dB gain 131 18dB No Noise reduction Very noisy office 6dB gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 17 of 28 Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 132 9dB No Noise reduction Noisy office OdB gain 133 9dB No Noise reduction Noisy office 6dB gain 134 9dB No Noise reduction Noisy office gain 135 12dB No Noise reduction Noisy office OdB gain 136 12dB No Noise reduction Noisy office 6dB gain 137 12dB No Noise reduction Noisy office gain 138 15dB No N
10. 2 2003 2004 Avaya Inc All rights reserved Page 22 of 28 Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 292 12dB Typical office Excessive noise 6dB gain 293 12dB Typical office Excessive noise 6dB gain 294 15dB Typical office Excessive noise gain 295 15dB Typical office Excessive noise 6dB gain 296 15dB Typical office Excessive noise gain 297 18dB Typical office Excessive noise gain 298 18dB Typical office Excessive noise 6dB gain 299 18dB Typical office Excessive noise 6dB gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 23 of 28 APPENDIX B QUICK START AUDIO PARAMETER SETTINGS COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 24 of 28 THE QUICK START TABLE The table below provides settings that have successfully been used at customer sites to correct audio quality complaints Note that these settings are applicable only to a customer with a current AUDIOENV setting of zero default See Appendix A for customers who have a setting other than zero default in order to use the matrix to locate the correct AUDIOENV setting Match the symptom in the table with the customer environment complaint and make the First adjustment provid
11. 266 9dB Very noisy office Excessive noise gain 267 12dB Very noisy office Excessive noise gain 268 12dB Very noisy office Excessive noise 6dB gain 269 12dB Very noisy office Excessive noise 6dB gain 270 15dB Very noisy office Excessive noise gain 271 15dB Very noisy office Excessive noise 6dB gain 272 15dB Very noisy office Excessive noise gain 273 18dB Very noisy office Excessive noise gain 274 18dB Very noisy office Excessive noise 6dB gain 275 18dB Very noisy office Excessive noise gain 276 9dB Noisy office Excessive noise gain 277 9dB Noisy office Excessive noise 6dB gain 278 9dB Noisy office Excessive noise 6dB gain 279 12dB Noisy office Excessive noise gain 280 12dB Noisy office Excessive noise 6dB gain 281 12dB Noisy office Excessive noise gain 282 15dB Noisy office Excessive noise gain 283 15dB Noisy office Excessive noise 6dB gain 284 15dB Noisy office Excessive noise 6dB gain 285 18dB Noisy office Excessive noise gain 286 18dB Noisy office Excessive noise 6dB gain 287 18dB Noisy office Excessive noise gain 288 9dB Typical office Excessive noise gain 289 9dB Typical office Excessive noise 6dB gain 290 9dB Typical office Excessive noise 6dB gain 291 12dB Typical office Excessive noise gain COMPAS ID 12094
12. 6dB gain 183 12dB Typical office No Noise reduction OdB gain 184 12dB Typical office No Noise reduction 6dB gain 185 12dB Typical office No Noise reduction gain 186 15dB Typical office No Noise reduction gain 187 15dB Typical office No Noise reduction 6dB gain 188 15dB Typical office No Noise reduction gain 189 18dB Typical office No Noise reduction gain 190 18dB Typical office No Noise reduction 6dB gain 191 18dB Typical office No Noise reduction gain 192 9dB Excessive noise Excessive noise gain 193 9dB Excessive noise Excessive noise 6dB gain 194 9dB Excessive noise Excessive noise gain 195 12dB Excessive noise Excessive noise gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 19 of 28 Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 196 12dB Excessive noise Excessive noise 6dB gain 197 12dB Excessive noise Excessive noise 6dB gain 198 15dB Excessive noise Excessive noise gain 199 15dB Excessive noise Excessive noise 6dB gain 200 15dB Excessive noise Excessive noise gain 201 18dB Excessive noise Excessive noise
13. AVAYA FIELD APPLICATION NOTE Audio Quality Tuning for IP Telephones Issue 2 0 July 10 2007 COMPAS ID 120942 Abstract IP Telephones can be fine tuned to provide optimal audio quality performance by administering audio parameters in the file server settings file This document provides a guide to administering those parameters as well as a description of each parameter and its range of settings Examples of common customer audio quality problems are discussed with audio parameter settings identified to fix those problems New to this document are the additional audio sidetone and noise reduction settings made available starting with IP Telephone patch release R2 810 1 Introduction This document describes the audio tuning parameters administrable via the 46xx 96xx settings file and adjustments that can be made to optimize the phone for specific customer environments and audio impairments The available range of programmable system parameters will allow the engineer technician to adjust the audio performance of the IP Telephone IPT for the various customer locations and their respective environments After being introduced in R2 4 the AUDIOENV AUDIOSTHS and AUDIOSTHD parameters have underwent value changes in order to meet the needs of our customers With the release of R2 810 new sidetone settings have been added to AUDIOSTHS and AUDIOSTHD so that any level available in a previous release can now be obtained with one of
14. HS and AUDIOSTHD parameter settings have changed in the interim releases from R2 4 through R2 810 due to customer feedback Because of this an audio parameter setting in one release may not have the same performance as that same setting in a later release This has all been remedied in release R2 810 New settings have been added to AUDIOSTHS and AUDIOSTHD so that any sidetone level available since R2 4 can be obtained with one of the ten settings now available in R2 810 See Table 1 of Appendix A 1 Except the 4690 and 4625 prior to R2 7 Starting with IPT Release R2 4 COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 2 of 28 The ability to turn off the expander now more appropriately called NR was added in R2 7 and a more aggressive noise reduction setting Excessive noise was added in R2 810 The reason for the name change from expander to noise reduction NR is to more accurately describe the actual function being used noise reduction NR as opposed to expansion Exp See Table 2 and 3 in Appendix A Because of the two added states in AUDIOENV the AUDIOENV matrix has grown from 108 to 299 possible settings It is certainly not intended that trial and error be used when selecting an AUDIOENV setting to fix a customer audio quality issue Rather the intent is for the engineer technician to isolate the audio impairment and select an AUDIOENV value that has a variable setting designed to address that audio imp
15. IOENV settings 4 Optimizing IPT Audio Quality for Customer Environments This section identifies customer environments in which specific audio parameters were changed to successfully mitigate customer audio issues The recommendation is to use the settings provided as a starting point and then if needed fine tune the audio parameters for the specific customer environment See Appendix C for typical noise levels and environments 4 1 Normal or Quiet Offices While most customer issues arise out of noisy environments customers have also raised audio quality issues when using the IP Telephone in quiet environments A quiet office is defined as having a dBA reading of about 40dBA while a normal office is defined as having a noise level of about 50dBA Usually when an office environment is quiet a user will tend to hear or take notice of audible artifacts on the call that are usually masked in a noisier environment The user will sometimes describe the artifact as static or an intermittent noise that sounds like cracking on the line If the 46xx 96xx telephone user continues to hear this noise after they have upgraded their phone to Noise can be either mechanical or low level nearby speech 3 This setting is only a recommendation and is not a guarantee that sensitive information will still not be transmitted to the far end party This is because the phones were designed to transmit speech and if the nearby speech is loud enough i
16. ITY PROBLEMS CAUSED BY NEAR END ENVIRONMENTAL NOISE eee 5 4 2 2 NEAR END AUDIO QUALITY PROBLEMS CAUSED BY NEAR END ENVIRONMENTAL NOISE eene 7 2 3 A CAEL CENTERS ee a cm eonim 7 4 3 1 BACKGROUND NOISE IN AGENT USER HEADSET esee enne nre 7 4 3 2 AGENT TO AGENT CALLS ACROSS NETWORKS WITH BACKGROUND NOISE ISSUE ssscccesreeeseecetreeeneeeeeeees 8 5 OTHER SYSTEM COMPONENT SETTINGS ne een ee EEA E tnnt enne enne nenne enne sene enn enne 8 5 DSLECHO CANCELEEER e nOD bo t t P ve tenta Moe tr 8 5 2 NETWORK REGION CODEC a tse i Or WR UD OC Ore e er qe E epus 8 5 3 COMFORT NOISE GENERATOR ON MEDIA PROCESSOR AND CROSSFIRE eese enne ens 8 5 4 TERMINAL PARAMETER SETTINGS UR eer o He eher 8 5 5 LOSS PCAN S 9 APPENDIX A AUDIO PARAMETERS sirier A nenne 11 APPENDIX B QUICK START AUDIO PARAMETER SETTINGS essere nns 24 APPENDIX C SOUND LEVEL MEASUREMENTS sese enne tenet nentes en tentent nen eene 26 COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 10 of 28 APPENDIX A AUDIO PARAMETERS COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 11 of 28 SIDETONE SETTINGS As indicated in the main text of this document both the AUDIOSTHD and AUDIOSTHS variables provide sidetone customization for
17. OENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 100 18dB Very noisy office Typical office 6dB gain 101 18dB Very noisy office Typical office 6dB gain 102 18dB Very noisy office Noisy office gain 103 18dB Very noisy office Noisy office 6dB gain 104 18dB Very noisy office Noisy office gain 105 18dB Very noisy office Very noisy office OdB gain 106 18dB Very noisy office Very noisy office 6dB gain 107 18dB Very noisy office Very noisy office 6dB gain 108 9dB No Noise reduction No Noise reduction OdB gain 109 9dB No Noise reduction No Noise reduction 6dB gain 110 9dB No Noise reduction No Noise reduction 6dB gain 111 12dB No Noise reduction No Noise reduction gain 112 12dB No Noise reduction No Noise reduction 6dB gain 113 12dB No Noise reduction No Noise reduction gain 114 15dB No Noise reduction No Noise reduction gain 115 15dB No Noise reduction No Noise reduction 6dB gain 116 15dB No Noise reduction No Noise reduction gain 117 18dB No Noise reduction No Noise reduction gain 118 18dB No Noise reduction No Noise reduction 6dB gain 119 18dB No Noise reduction No Noise reduction gain 12
18. airment and improve the performance of the phone See Table 4 in Appendix A 3 2 Customizable Audio Tuning Parameters The following audio parameters can be administered on a system wide basis or when a customer has multiple operating environments the Group Feature or local DHCP file server can section the customer environments into groups of users Seek out the 4600 Series IP Telephone LAN Administrator Guide or escalate to SSE Endpoints for assistance in making these network adjustments For AUDIOENV changes to take effect they must be made prior to boot up of the phone 3 2 1 AUDIOSTHS AUDIOSTHD The AUDIOSTHD and AUDIOSTHS variables provide sidetone customization for both headset and handset respectively Typical use of these settings is to reduce the level of ambient noise which has entered the microphone from being heard in the handset headset receiver Appendix A provides a table of sidetone adjustments AUDIOSTHS controls the sidetone for the handset The range of values is from zero default setting to nine The levels allow adjustment in 3dB steps as defined in Table 1 of Appendix A AUDIOSTHD controls the sidetone for the headset The ranges of values are the same as those defined for AUDIOSTHS above 3 2 2 AUDIOENV AUDIOENV serves as an index into a matrix containing four audio parameters Each AUDIOENV value is unique in that at least one audio parameter changes value as the AUDIOENV value changes The AUDIOENV
19. available settings are 1 12dB 2 15dB and 3 18dB NR_Thresh_HD Headset Noise Reduction Threshold This variable is used to reduce eliminate environmental ambient noise from being transmitted to the far end party Adding more loss will reduce the level of ambient noise from being transmitted to the far end party MARK e The noise reduction threshold for the headset has a default value of zero for a typical office environment 1 for noisy office environments 2 for very noisy office environments 3 to turn off noise reduction and 4 for excessive noise in the environment Setting 4 is recommended for call centers or environments where there is sensitive information audible in the background NR_Thresh_HS Handset Noise reduction Threshold Same as NR_Thresh_HD above except this affects handset HD_TX_Gain Headset Transmit Gain Used either to limit environmental noise from being heard in the headset or being transmitted to the far end party or to boost the headset user s speech so that the far end party can hear them better Setting 1 used when far end complains they can t hear the headset user while setting 2 is used to limit the noise heard in the headset and or limits the noise transmitted to the far end party e Headset transmit gain has a default value of zero for normal transmit gain 1 for 6dB of gain and 2 for 6dB of gain Appendix A provides the AUDIOENV matrix table that contains all the possible AUD
20. both headset and handset respectively One step will provide approximately 3dB of change think of it as one chevron of volume control A step below reduces the loudness of sidetone a step above increases the loudness of sidetone Table 1 provides sidetone level settings for all of the IPT releases that provide audio quality tuning parameters Release R2 810 is designed to provide the engineer with a comparable match when upgrading a customer from an earlier release to a later release Note that default sets the phone s headset sidetone to a nominal loudness The typical default setting of 0 does not result in a nominal sidetone loudness level in R2 6 or R2 8 since these values were designed to be louder in 2 6 3 steps above nominal and lower in 2 8 1 step below nominal R2 4 R2 7 and R2 810 all have the same loudness at setting zero default If for example a customer was upgrading from R2 6 to R2 810 and they were satisfied with sidetone setting 1 in R2 6 the comparable sidetone setting in R2 810 is setting 8 Table 1 Sidetone Settings AUDIOSTHS amp Effect on Sidetone Loudness by IPT Release steps are relative to default AUDIOSTHD Value Setting R2 4 R2 6 R2 7 R2 8 R2 810 default 3 steps above default 1 step below default 1 step below 1step above 3 steps below 4 steps below 3 steps below off off off off off n a n a n a 5 steps below 1 step below n a n a n a 6 steps below 2 steps below n a n
21. cessive noise Very noisy office gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 20 of 28 Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 228 9dB Excessive noise Noisy office gain 229 9dB Excessive noise Noisy office 6dB gain 230 9dB Excessive noise Noisy office gain 231 12dB Excessive noise Noisy office gain 232 12dB Excessive noise Noisy office 6dB gain 233 12dB Excessive noise Noisy office gain 234 15dB Excessive noise Noisy office gain 235 15dB Excessive noise Noisy office 6dB gain 236 15dB Excessive noise Noisy office gain 237 18dB Excessive noise Noisy office gain 238 18dB Excessive noise Noisy office 6dB gain 239 18dB Excessive noise Noisy office 6dB gain 240 9dB Excessive noise Typical office gain 241 9dB Excessive noise Typical office 6dB gain 242 9dB Excessive noise Typical office gain 243 12dB Excessive noise Typical office gain 244 12dB Excessive noise Typical office 6dB gain 245 12dB Excessive noise Typical office 6dB gain 246 15dB Excessive noise Typical office gain 247 15dB E
22. ease the transmitted noise or nearby speech but will also reduce the headset user s voice possibly causing far end complaints that they can t hear the headset user So take note of this when using the setting in parenthesis 3 See Table 1 in Appendix A for additional sidetone settings COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 25 of 28 APPENDIX C SOUND LEVEL MEASUREMENTS COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 26 of 28 SOUND NOISE Our ability to hear sound is different at different frequencies Because of this we do not perceive sound equally for the same level at one frequency as we do for another frequency and so sound noise at the lower and higher frequencies is not as annoying as those at the middle frequencies In order to measure room noise so that all the frequencies are equal a sound level meter with the ability to correct for all frequencies is needed Such a correction when performed is known as A weighting When a signal is measured with A weighting the units are in db A or dBA See COMMON ENVIRONMENTAL SOUND LEVELS below MEASURING EQUIPMENT e Radio Shack Sound Level Meter SLM Model 33 2055 or sound level meter with the following functions o A Weighting C Weighting o Integrate measurements over time with Minimum Average and Maximum level measurement capability o dBrange of 50 to 120 TYPES OF MEASUREMENTS There are two types of measuremen
23. ed If the problem still exists after testing the audio parameter change try the Second and then Third column setting If the settings do not correct the customer complaint or if unsure of what adjustments to make it is highly recommended that you contact SSE Endpoints for direction Table 5 Variable Settings for Specific Customer Issues Recommended Settings arameter Fist Symptom Quiet Environment user hears static or an Disable intermittent noise that sounds like cracking on AUDIOENV AGC on the line Note 1 Phone Noisy Environment headset user background noise or unwanted speech as in AUDIOENV 288 290 a call center heard by the far end Note 2 Noisy Environment handset user ambient noise being transmitted from handset users to AUDIOENV far end Low level receive audio on PSTN calls this setting increases the AGC dynamic range so AUDIOENV that lower level signals are boosted Loud Sidetone handset user user hears too much of their own voice and or ambient AUDIOSTHS 3 noise in handset receiver Loud Sidetone headset user user hears AUDIOENV 6 wa too much of their own voice and or ambient noise in headset receiver Note 3 AUDIOSTHD NOTES 1 If AGC dynamic range of 9dB does not fix problem disable AGC on the headset handset and or speakerphone depending on what telephone mode of communication is used 2 Number in parenthesis decreases handset transmit by 6dB which can help decr
24. eech containing sensitive information is being sent to and heard by the far end party Whether mechanical or nearby speech the transmission of this noise is unwanted Depending on whether the complaint is noise being transmitted or sensitive information making it to the far end will determine what settings to start with or use to address the issue The following parameter settings identify which parameters to adjust while the table provides the AUDIOENV settings to mitigate ambient noise from being transmitted to the far end Noise Heard at Far end AGC Dyn Range whatever is currently set Since AGC is a receive path function it does not influence the far end audio quality NR Thresh HS Noisy office This handset noise reduction threshold setting increases the amount of loss applied to background noise If Noisy office does not fix the problem try Very noisy office setting If there is still noise use the Excessive noise setting If not a handset user set this to typical office NR Thresh HD Noisy office This headset noise reduction threshold setting increases the amount of loss applied to background noise If Noisy office does not fix the problem try Very noisy office setting If there is still noise use the Excessive noise setting If not a headset user set this to Typical office HD Tx Gain OdB OGB is the default nominal setting If the far end can still detect speech or background noise coming from the headset user s
25. ffice Typical office 6dB gain 75 15dB Very noisy office Noisy office gain 76 15dB Very noisy office Noisy office 6dB gain 77 15dB Very noisy office Noisy office 6dB gain 78 15dB Very noisy office Very noisy office gain 79 15dB Very noisy office Very noisy office 6dB gain 80 15dB Very noisy office Very noisy office 6dB gain 81 18dB Typical office Typical office OdB gain 82 18dB Typical office Typical office 6dB gain 83 18dB Typical office Typical office 6dB gain 84 18dB Typical office Noisy office OdB gain 85 18dB Typical office Noisy office 6dB gain 86 18dB Typical office Noisy office 6dB gain 87 18dB Typical office Very noisy office OdB gain 88 18dB Typical office Very noisy office 6dB gain 89 18dB Typical office Very noisy office 6dB gain 90 18dB Noisy office Typical office gain 91 18dB Noisy office Typical office 6dB gain 92 18dB Noisy office Typical office 6dB gain 93 18dB Noisy office Noisy office gain 94 18dB Noisy office Noisy office 6dB gain 95 18dB Noisy office Noisy office gain 96 18dB Noisy office Very noisy office OdB gain 97 18dB Noisy office Very noisy office 6dB gain 98 18dB Noisy office Very noisy office 6dB gain 99 18dB Very noisy office Typical office gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 16 of 28 Table 4 AUDI
26. ies the maximum amount of loss to background noise If not a handset user set this to typical office NR Thresh HD Noisy office This headset noise reduction threshold setting applies the maximum amount of loss to background noise If not a headset user set this to Typical office HD Tx Gain OdB OGB is the default nominal setting If the far end can still detect speech or background noise coming from the headset user s environment after making the above NR Thresh HD adjustments set HD Tx Gain to 6dB Note that HD Tx Gain only applies to headset not handset AUDIOENV Variable Settings for Excessive Noise Customer s current If Handset If Headset user AGC setting user 1 choice 2 choice 9dB 240 288 290 12dB 243 291 293 15dB 246 294 296 COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 6 of 28 AUDIOENV Variable Settings for Excessive Noise Customer s current If Handset If Headset user AGC setting user 1 choice 2 choice 18dB 249 297 299 Note that these settings add loss to the transmitted speech and can affect the ability of the far end party to hear the headset user 4 2 2 Near end Audio Quality Problems caused by Near end Environmental Noise Two common complaints of handset headset users typically headset users who work in high noise environments are that they cannot hear understand the far end talker
27. ise reduction off 48dB No noise reduction n a n a Excessive noise n a n a Table 3 AUDIOENV Variable Settings Effect of Each Variable Value Setting Variable 0 1 2 3 4 AGC_Dyn_Range 9dB 12dB 15dB 18dB n a NR_Thresh_HS Typical office Noisy office Very noisy office No Noise reduction Excessive Noise NR_Thresh_HD Typical office Noisy office Very noisy office No Noise reduction Excessive Noise Tx_Gain_HD gain 6dB gain 6dB gain n a Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone n a AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 0 9dB Typical office Typical office OdB gain 1 9dB Typical office Typical office 6dB gain 2 9dB Typical office Typical office gain 3 9dB Typical office Noisy office gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 13 of 28 Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 4 9dB Typical office Noisy office 6dB gain 5 9dB T
28. ld by customers that they can clearly hear another agent s conversation then an AUDIOENV of 8 should prevent that from occurring As indicated in section 4 2 1 only use setting 8 if setting 6 does not fix the issue because an AUDIOENV of 8 will lower the headset transmit gain and as a result cause complaints from the far end party that they can t hear the agent 4 3 1 Background Noise in Agent User Headset If the agent is hearing other background chatter in their own headset receiver then we recommend lowering their AUDIOSTHD setting by a step or two see Table 1 in Appendix A Lowering the sidetone along with using an AUDIOENV of 6 or 8 can be very effective in preventing the far end party from hearing any call center background noise speech See Appendix for measuring noise and noise level table COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 7 of 28 4 3 2 Agent to Agent Calls across Networks with background noise issue Under some circumstances calls between agents across the customer s network may have a different complaint The complaint may be that the agent has trouble hearing the other agent even after increasing their receive volume to maximum In this case an AUDIOENV value of 35 will help boost this level by setting the AGC dynamic range of 12dB If the agent still cannot hear the far end then an AUDIOENV value of 62 will set AGC dynamic range to 15dB which should correct the problem
29. nce this was deemed too loud COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 12 of 28 For example an AUDIOENV setting of 0 zero is the default setting for all audio parameters If an AGC of 12dB is required with default settings for the other variables an AUDIOENV setting of 27 would be used If the customer problem at that point involved ambient noise being transmitted to the far end by a handset the AUDIOENV setting would then change to 36 this value only changes the handset noise reduction setting while keeping the AGC setting of 12dB If the far end party can still hear noise then change AUDIOENV to 45 which provides even greater handset noise suppression In order to obtain the maximum amount of handset noise suppression and still maintain an AGC setting of 12dB an AUDIOENV setting of 243 would be required Use this systematic approach when modifying AUDIOENV values to fix specific customer audio issues Again only adjust what is necessary and always start with the lowest variable value setting noisy office before very noisy office or 9dB before 12dB etc Table 2 History of AUDIOENV Noise Reduction Variable Value Changes Environment Setting Amount of Noise Suppression by Release R2 4 amp R2 6 R2 7 amp R2 8 R2 810 Typical office 6dB 8dB 6dB 9dB 16dB 15dB Noisy office Very noisy office 12dB 24dB 24dB No
30. noisy office gain 54 15dB Typical office Typical office OdB gain 55 15dB Typical office Typical office 6dB gain 56 15dB Typical office Typical office 6dB gain 57 15dB Typical office Noisy office gain 58 15dB Typical office Noisy office 6dB gain 59 15dB Typical office Noisy office 6dB gain 60 15dB Typical office Very noisy office OdB gain 61 15dB Typical office Very noisy office 6dB gain 62 15dB Typical office Very noisy office 6dB gain 63 15dB Noisy office Typical office gain 64 15dB Noisy office Typical office 6dB gain 65 15dB Noisy office Typical office gain 66 15dB Noisy office Noisy office gain 67 15dB Noisy office Noisy office 6dB gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 15 of 28 Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 68 15dB Noisy office Noisy office gain 69 15dB Noisy office Very noisy office OdB gain 70 15dB Noisy office Very noisy office 6dB gain 71 15dB Noisy office Very noisy office 6dB gain 72 15dB Very noisy office Typical office gain 73 15dB Very noisy office Typical office 6dB gain 74 15dB Very noisy o
31. office Very noisy office OdB gain 34 12dB Typical office Very noisy office 6dB gain 35 12dB Typical office Very noisy office 6dB gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 14 of 28 Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 36 12dB Noisy office Typical office OdB gain 37 12dB Noisy office Typical office 6dB gain 38 12dB Noisy office Typical office 6dB gain 39 12dB Noisy office Noisy office OdB gain 40 12dB Noisy office Noisy office 6dB gain 41 12dB Noisy office Noisy office gain 42 12dB Noisy office Very noisy office gain 43 12dB Noisy office Very noisy office 6dB gain 44 12dB Noisy office Very noisy office gain 45 12dB Very noisy office Typical office 0dB gain 46 12dB Very noisy office Typical office 6dB gain 47 12dB Very noisy office Typical office gain 48 12dB Very noisy office Noisy office OdB gain 49 12dB Very noisy office Noisy office 6dB gain 50 12dB Very noisy office Noisy office 6dB gain 51 12dB Very noisy office Very noisy office gain 52 12dB Very noisy office Very noisy office 6dB gain 53 12dB Very noisy office Very
32. oise measured during the 1 second period 6 Press the RESET button to clear the results COMMON ENVIRONMENTAL SOUND LEVELS The table below is only provided as a general guideline to sound levels and environments Environment Cross over Thresholds in dB A Very Quiet Office 30 40 Quiet Office 40 50 Normal Office 50 55 Noisy Office 60 65 Very Noisy Office 70 75 http rsk imageg net graphics uc rsk Support ProductManuals 3302055 PM EN pdf COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 28 of 28
33. oise reduction Noisy office gain 139 15dB No Noise reduction Noisy office 6dB gain 140 15dB No Noise reduction Noisy office 6dB gain 141 18dB No Noise reduction Noisy office 0dB gain 142 18dB No Noise reduction Noisy office 6dB gain 143 18dB No Noise reduction Noisy office gain 144 9dB No Noise reduction Typical office OdB gain 145 9dB No Noise reduction Typical office 6dB gain 146 9dB No Noise reduction Typical office 6dB gain 147 12dB No Noise reduction Typical office OdB gain 148 12dB No Noise reduction Typical office 6dB gain 149 12dB No Noise reduction Typical office 6dB gain 150 15dB No Noise reduction Typical office gain 151 15dB No Noise reduction Typical office 6dB gain 152 15dB No Noise reduction Typical office gain 153 18dB No Noise reduction Typical office OdB gain 154 18dB No Noise reduction Typical office 6dB gain 155 18dB No Noise reduction Typical office 6dB gain 156 9dB Very noisy office No Noise reduction OdB gain 157 9dB Very noisy office No Noise reduction 6dB gain 158 9dB Very noisy office No Noise reduction gain 159 12dB Very noisy office No Noise reduction gain 160 12dB Very noisy office No Noise reduction 6dB gain 161 12dB Very noisy office No Noise reduction gain 162 15dB Very noisy office No Noise reduction gain 163 15dB Very noisy office No Noise reduction
34. or that they hear the ambient noise in their headset as sidetone User cannot hear understand the far end talker This can be caused by a poor handset headset ear seal that allows room noise to leak in and mask the far end talker s speech Increasing the dynamic range of the receive AGC may help by boosting low level received speech from the far end party and allow the agent to better hear the far end party over the local environmental noise See Appendix A for an AUDIOENV value that has a higher AGC dynamic range setting Make sure to incorporate any AUDIOENV parameter changes already made if any User hears ambient noise in handset headset This complaint of hearing the ambient noise in their handset headset can be reduces eliminated by adjusting the AUDIOSTHS or AUDIOSTHD setting to a lower sidetone setting See Section 4 3 1 Handset headset users in environments with noise levels in the mid to high 60 s dBA can find some improvement by increasing the receiver volume but if the receiver volume is already at the maximum then acoustic treatment of the room is typically needed There are no AUDIOENV settings which increase the receive volume levels range 4 3 Call Centers Room noise in a call center is usually loud and depending on the amount of isolation between call center agents conversations from other agents may be picked up by the headset microphone of another agent and heard by the far end If a call center agent has been to
35. t by the echo canceller The comfort noise is white noise and if the customer is complaining then the noise coming from the far end environment is not likely white in character Therefore the user is hearing that transition from white noise created by the e can to some non white noise generated at the far end talker s environment The best AUDIOENV setting if comfort noise is used is the default setting of zero that sets the AGC at 9dB thereby limiting the gain applied to low level signals noise Typically it is best to turn off the comfort noise generator in the MedPro Crossfire board in order to eliminate this customer complaint 5 4 Terminal Parameter Settings Terminal Parameter gain settings are not downloaded to or used by the IP Telephones A common misconception is that Primary TX Gain is used by the 46xx phone Not true A change in Primary TX Gain on page 2 of the Terminal Parameters form will only affect the gains used by the Media Processor when a DCP phone is on a call with an IP phone This is necessary because the DCP phones and IP phones have different transmit send levels and by modifying the gains in the On the Tier IV website http support avaya com japple css japple PAGE ProductArea amp temp productl D 2275624 COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 8 of 28 MedPro an IP phone user will maintain the same talker level experience they have with an IP phone user as wi
36. t will be passed to the far end 10 Quiet is subjective and is not bound by the defined noise levels provided 11 A weaker sound is masked if it is made inaudible in the presence of a louder sound COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 4 of 28 R2 4 or later which has a default AGC dynamic range of 9dB they should disable AGC on the headset handset and or speakerphone depending on which mode of communication they are using to listen to the call Disabling AGC will prevent the phone from boosting low level receive signals such as noise 4 2 Noisy Offices A noisy office is defined as having a dBA reading of about 60dBA When the ambient noise in a customer s office environment is loud it can adversely affect the audio quality of both the near end and far end party on the call Knowing what end of the call the room noise is affecting will determine what type of audio adjustment to make The following sections provide solutions for the effects environmental noise has on the near end phone user as well as the effect the near end noise has on the far end listener 4 2 1 Far end Audio Quality Problems caused by Near end Environmental Noise Ambient room noise mechanical noise or nearby speech entering the microphone of a handset or headset can be the cause of both a complaint from the far end party they cannot understand the handset headset user or a complaint by our customer that the nearby sp
37. th a DCP phone user The Terminal Parameter settings on page 2 that do affect the IP Telephones are the following The Volume for IP Types setting can be set to either retain the receive volume between calls or leave the levels at default between calls 5 5 Loss Plan The loss plan in CM provides for the ability to change transmit and receive levels for any loss group such as IP Telephones It is not recommended to change or customize these levels under any circumstance in troubleshooting 46xx 96xx IP Telephone audio quality problems COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 9 of 28 INDEX 1 Jisyafolp e lceMle Ree 2 2 DOCUMENT HISTORY RR e oap t aee 2 3 AUDIO QUALITY TUNING PARAMETERS 3 dn Aene ctt Musics Ses Pe Dee he e reve 2 3 1 TUNING PARAMETER CHANGES FROM R2 4 TO 2 810 nennen nennen nnne 2 3 2 CUSTOMIZABLE AUDIO TUNING 3 3 2 1 AUDIOSTHS CAUDIOSTHD ee RAE ER RR RU ert E ern 3 3 2 2 AUDIOENV tede Ade te tede eoe Ade br id eve ESI aa aE 3 4 OPTIMIZING IPT AUDIO QUALITY FOR CUSTOMER ENVIRONMENTS c ccsssccesseessseceeeeeeaeceeeeecaaeceaeeceaeeeeneeceas 4 4 NORMAL OR QUIET OFFICES ipee e Pere Pte ae E REP tege ees Fees ee eee te eee eed 4 4 2 NOISY RU eR P ea eer eevee vantage OO EDU Tot ei ERES 5 4 2 1 FAR END AUDIO QUAL
38. ts those averaged over short period and those averaged over longer periods The short averaged measurement is typically used for measuring short term noise that can affect speakerphone operation Longer term measurements are for call centers as the noise effect is cumulative on agents See below on how to make the two types of measurements e Call center noise heard in headset or by far end If unfamiliar with any part of the test setup read the User Guide provided with the SLM o Setup 1 Set the Weighting to A and the RESPONSE to Fast 2 Setthe meter range so that the signal level bars are close to the 0 at the bottom of the display 3 Press and hold the DH button until the number 1 appears Press the MAX button until the number 20 is displayed 4 Place the meter on a chair or table in the room of interest call center office etc making sure the meter is not near a ringing phone or other noise source that would bias the measurement 1 Perform this test during normal working hours and preferably when the noise complaints are highest Take at least two measurements during the course of the day mid morning and mid afternoon 2 Press the RESET button to start the test When the test is complete the DH button will re appear 3 The average noise level is displayed when both MIN and MAX are flashing 4 Press the MAX button to view the maximum noise measured during the 20 second period
39. xcessive noise Typical office 6dB gain 248 15dB Excessive noise Typical office gain 249 18dB Excessive noise Typical office gain 250 18dB Excessive noise Typical office 6dB gain 251 18dB Excessive noise Typical office gain 252 9dB No Noise reduction Excessive noise OdB gain 253 9dB No Noise reduction Excessive noise 6dB gain 254 9dB No Noise reduction Excessive noise 6dB gain 255 12dB No Noise reduction Excessive noise gain 256 12dB No Noise reduction Excessive noise 6dB gain 257 12dB No Noise reduction Excessive noise gain 258 15dB No Noise reduction Excessive noise OdB gain 259 15dB No Noise reduction Excessive noise 6dB gain COMPAS ID 120942 2003 2004 Avaya Inc All rights reserved Page 21 of 28 Table 4 AUDIOENV Matrix Note For AUDIOENV changes to take effect they must be made prior to boot up of the phone AUDIOENV AGC_Dyn_Range NR_Thresh_HS NR_Thresh_HD HD_Tx_Gain 260 15dB No Noise reduction Excessive noise gain 261 18dB No Noise reduction Excessive noise gain 262 18dB No Noise reduction Excessive noise 6dB gain 263 18dB No Noise reduction Excessive noise gain 264 9dB Very noisy office Excessive noise gain 265 9dB Very noisy office Excessive noise 6dB gain
40. ypical office Noisy office gain 6 9dB Typical office Very noisy office gain 7 9dB Typical office Very noisy office 6dB gain 8 9dB Typical office Very noisy office 6dB gain 9 9dB Noisy office Typical office gain 10 9dB Noisy office Typical office 6dB gain 11 9dB Noisy office Typical office gain 12 9dB Noisy office Noisy office OdB gain 13 9dB Noisy office Noisy office 6dB gain 14 9dB Noisy office Noisy office 6dB gain 15 9dB Noisy office Very noisy office OdB gain 16 9dB Noisy office Very noisy office 6dB gain 17 9dB Noisy office Very noisy office 6dB gain 18 9dB Very noisy office Typical office OdB gain 19 9dB Very noisy office Typical office 6dB gain 20 9dB Very noisy office Typical office gain 21 9dB Very noisy office Noisy office OdB gain 22 9dB Very noisy office Noisy office 6dB gain 23 9dB Very noisy office Noisy office gain 24 9dB Very noisy office Very noisy office gain 25 9dB Very noisy office Very noisy office 6dB gain 26 9dB Very noisy office Very noisy office 6dB gain 27 12dB Typical office Typical office OdB gain 28 12dB Typical office Typical office 6dB gain 29 12dB Typical office Typical office gain 30 12dB Typical office Noisy office gain 31 12dB Typical office Noisy office 6dB gain 32 12dB Typical office Noisy office 6dB gain 33 12dB Typical
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