Improving Sound Quality on The X-Lite or X-Pro Soft Phone

There are several factors that may affect sound quality. These include the quality of the network connection, the bandwidth available, the traffic over your network, the network devices used, your PC and headset model.
Some of the problems you may experience are given below along with some useful tips on how to minimize their effect.
This following assumes your computer's sound system is working normally, and that you have run the Audio Tuning Wizard. (To run the Audio Tuning Wizard, right-click anywhere over the telephone dial pad, and select Audio Tuning Wizard.)

Jittery or stuttering audio
Jittery or stuttering audio during phones calls is most likely due to a bandwidth or data packet loss problem with your Internet Service Provider or your Local Area Network.

If you find that the problem only occurs when you, or someone else on your network, starts downloading or uploading from/to the internet you may need to increase your bandwidth. Alternatively, some modern routers have a function called Quality of Service (QoS) which gives priority to voice traffic. Consult your manual.

Audio Contains Pops at Loud Points in Voice
Popping sound is a symptom of over-modulation. Ask the other party to decrease the microphone slider and/or adjust the microphone gain.

Audio Contains Bothersome Background Noise
Significant background noise can be due to the level of the silence threshold. Have the other party adjust their silence threshold. They can do so by running the Audio Tuning Wizard.

Poor Sound
Poor or scratchy sound is a symptom of a problem with your network connection, or network card. The following issues could contribute to poor sound quality:
1. There may be packet loss on the IP network. Check the network performance, latency, and throughput. A 200 millisecond round trip latency as determined from a ping should deliver good quality audio. To test this use the Voipfone sound test by dialling 152.
2. Network devices may have performance problems. Make sure you are using the latest driver.

Audio Contains an Echo
2. Try using a headset with your sound card. You will hear echo if your microphone can pick up your speaker sounds, such as when not using a headset.
3. Use a USB-enabled headset, which bypasses system sounds as it acts as its own sound device.
4. Are you using a boom type headset? Some boom headsets that sit on the ear can create feedback between the boom microphone and the headset.
5. The microphone balance is not muted in the playback section of Windows audio controls. When you are configuring sound, you may need to examine the volume control setting.
6. Microphone level may be too high or amplifier is turned on in the generic Windows audio controls.

One-Way Audio
Most one way sound problems are caused by firewalls restricting incoming connections. See softphone problems above. For hardware phones the firewall issues are always found in the router; you will need to open ports 5004 to 5060 on your router to enable you to connect to our servers and register your phone on our network. See 'My phone shows 'discovering firewall' below.

Some IP telephones do not obey 'Reverse UDP Mapping Rules'

Voipfone Customer Services

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E14 9SD
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Telephone: 020 7043 5555
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