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How do we fix 'echo', 'static' and background noise on our new VoIP system?

Our organization has just implemented a VoIP system on 40 - 50 test phones. However, our users have been complaining of echo, static and amplified background noise during phone usage. The noise can only be heard on our end. Can you please give some insight into what the cause may be and how to resolve it?

Our organization has just implemented a VoIP system on 40 - 50 test phones. However, our users have been complaining of echo, static and amplified background noise during phone usage. The noise can only be heard on our end. Can you please give some insight into what the cause may be and how to resolve it?
If this is a premise-based solution, it is a good idea to work with the IP PBX manufacturer or their representative ( VAR) to investigate these issues. Most IP PBX manufacturers can obtain call recordings from their system which can detail these problems in the recordings. You'll want to provide a network diagram to the manufacturer that you're working with to help them understand your network topology. You'll also have to work with your end users to document the calls where the problems occur so they can be carefully reviewed.

The problems you are experiencing could be caused at a number of points. For example, the echo issue could be a related to:

  • a problem with the line echo canceller on the IP PBX,
  • a problem with the acoustic echo canceller on the destination speaker phone (for internal calls: from one phone to another),
  • a non-performing echo canceller in the carrier network (call recording would show a very long echo tail in this case).

If you are using a hosted VoIP solution, you'll have to work with that provider to have them help debug the issues using the tools that they can provide.

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