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How to identify the source of the poor call quality issue?


How to identify the source of the poor call quality issue?
As a client when you try to connect to a Lync or Skype for Business conference or make a peer to peer call, the audio or video quality may be choppy, tinny, or delayed. This causes the meeting or call to be unusable.

How to identify the source of the issue?
In Lync 2010, Lync 2013 and Skype for Business client you can use voice and video quality indicators to identify how well you're being heard or viewed. New indicators that are displayed in the conversation window tell you when conditions are present that may affect the quality of the voice or video call. These conditions may include poor network connectivity, low-bandwidth network connections, or poor audio quality from a particular device. In scenarios in which you experience poor audio quality, click the indicator to display possible reasons for the audio issue and to link to relevant resources.
 

The conversation window displays the network quality or signal strength of the call using one, two, or three bars (similar to many mobile phones).
On Lync 2010

On Lync 2013


On Skype for Business 2015
 


As a general guideline, to troubleshoot scenarios in which you experience poor audio or video quality in a Skype for Business conference, follow these steps: 

1.    Determine whether the computer is using a wired or wireless Internet connection. A wired connection can provide more bandwidth and stability in most cases and should be the preferred method of connecting if that kind of connection is available. Additionally, consider turning off any wireless antennas to avoid connecting through a wireless connection.

2.    Make sure that the audio/video device that is being used is approved and certified to work with Lync and Skype for Business client. For more information, see the following Microsoft TechNet topic: USB Peripherals

3.    Select the correct device, and make sure that the recording volume is at the appropriate level. In the upper-right area of the window, click the gear icon, click Tools, click Options, and then click Audio Device. Verify that the appropriate device is selected.



Adjust the Microphone slider to the volume level that you want. Speak at your usual voice level. The indicator should go no higher than the midway point.

4.    Do not make calls over a wireless Internet connection, virtual private network (VPN), or remote access service (RAS) connections.

5.    If the problem persists, transfer the call to a mobile phone or landline. To transfer a call, in the Lync conversation window, click the Transfer button, and then do one of the following:
1.    Click one of your other numbers (such as your mobile phone number).

2.    Click another Person or Number. In the dialog box, type the phone number you want to transfer the call to, and then click OK.

6.    If poor network quality is affecting audio, you may see the following messages in Lync:
  • Network connectivity is causing audio quality issues
  • Network connectivity much be causing audio delays

Thank you

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