Tip o’ the Week #87 – Hello? Hello?? Can you hear me?


There is an all-too common refrain which echoes around the open-plan offices of many a Microsoft location, following the receipt of an incoming call… “Hello? Hello..?”

The joy of Unified Communications with Lync sometimes means that receiving a phone call isn’t always as straightforward as it could be, if you have a laptop that moves around and may have different devices plugged-in or removed (eg headsets or USB telephone handsets). Occasionally, the sound starts coming out of laptop speakers rather than headphones, or the other party might complain that they can’t hear you well / are hearing lots of background noise…

Often these symptoms are caused by Lync using the “wrong” audio device – maybe because the PC is still dealing with the fact that you plugged in your headset or similar. Plug in a Roundtable device in a meeting room and (especially if it’s your first time), it could be a minute or two before it becomes visible as an audio device to the PC, and therefore ready for Lync to use as a suitable “end point” for your call.

Never fear: if you do manage to take or even make a call and the sound is happening in the wrong place, it’s possible to switch the active call to a different audio device – so you could even take the call, plug in your headset, then transfer the call to the headset once it’s been detected.

clip_image004There is a little icon on the bottom left of the main Lync window  that will show what the current clip_image005audio device is (such as, a standard speaker, maybe a headset or even a Roundtable icon). Once you’ve received a call, the same icon is also visible in the call window – and you can switch the call between any devices that are visible to the PC, by simply selecting the right device from the drop-down list.

No need to take the take the call and say “Oh, you’ve come through on my speakers, can you call back..?” again…

clip_image006Check your own call quality

Of course, not being heard or being able to hear the other party might have nothing to do with whether you’re using the right device– it could simply be that your network connection isn’t affording you enough bandwidth to have a decent quality call. There are a few things you can do to optimise the network: a topic covered in ToWs passim (including festive ToW #51).

clip_image008Lync introduced a nice ”Check Call Quality” test that puts in a simple call to a dummy attendant where you record a bit of “blah bla-blah bla-blah” and have it play back your recording to simulate what you’d sound like another party. If the network is bad, you’ll see the little signal-strength style icon going yellow or red. If all is well, you can be confident that the call you’re about to make is going to be a good one.

Well, as confident as you could ever be when relying on this new-fangled technology, that is…

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