When we initially moved from PureEngage/CIC to PureCloud (with on-premise Edge devices) in early December almost every agent reported call volume issues (calls were too quiet) that we fixed by increasing the volume on the phone and the wireless headset base.
Since then we have received regular reports of voice quality issues (in particular, "muffled" calls) with no discernible pattern to the reported problems. Agents claim is is worse than it was with the previous system even though nothing about the agent workstation configurations changed.
Agents reported an improvement in voice quality when, as an experiment, we replaced the wireless base & headset with wired headsets at a few workstations.
Our conclusion is that the phone configuration pushed down by the Edges is different than CIC and somehow that has affected the integration between the phone, wireless base station, and wireless headset.
Our agents want wireless headsets so we're considering further experiments with newer wireless headsets.
The purpose of this posting is to see if anyone else in the community has experienced similar issues or whether anyone with experience in many contact centers has a perspective on what could be going on or how we should proceed.
Our agents currently have the following hardware:
#SIP/VolP#Telephony------------------------------
Jason Rogers
Ontario Teacher's Pension Plan
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