Overview

Your clients report that they cannot hear you clearly when you are using your headset. The call quality is affected, as it sounds like you are "underwater".

Information

If this issue is only happening while using your headset and a softphone, you might need to contact your IT team. To confirm that this is the problem, switch the same headset to your cell phone and make a call through Playbooks to see if the call quality still presents problems.

• If the call does not have issues, we know for sure that the headset is in good shape and Playbooks too, so the issue is more related to the softphone. In such a case, report this to your IT team, so they can take a look at the softphone indeed.
• If the call still presents problems, then the problem is related either to the headset itself or Playbooks. Test your softphone with the headset outside of Playbooks. In such a case, the next step would be to isolate if the problem is Playbooks, by making calls with the same headset outside of Playbooks.
  • If you see the same issue while calling outside Playbooks, the issue might be related to your headset. (It fails calling through Playbooks and outside Playbooks too).
  • If the issue stops happening, then the issue only happens when calling through Playbooks. In such a case, you must use the Report Call Quality Issues button during or immediately after the call.

For more steps to troubleshooting Quality Issues, check the Troubleshooting Article - Issues with Call Quality KB Article.