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Audio quality issues Skype for Business with RealTime Optimization Pack


Bas Engel

Question

We experience many quality issues on our Skype for Business platform such as a lot of echo, delay during conversations and strange noises during conversations. We only have these complaints for users who work in a citrix environment and use the HDX RealTime Optimization pack. This can also be seen in the Skype for Business reporting tool regardless of the type of headset or client.

 

When Skype is used locally or in a Citrix session that uses the Lync VDI plugin locally, no complaints are experienced.

 

At this moment we use WIndows server 2008r2 with Xenapp 6.5. But even if we test with Windows Server 2016 with Xenapp 7.18, the complaints continue. It has also been tested with various HDX RealTime Optimization packs such as versions 2.4, 2.5, 2.6 and 2.7.

 

Lync.exe, MediaEngine.Net.Service.exe and MediaEngineService.exe  is aleady added to de anti-virus exclusions

 

Is someone familiar with these problems? Or is there someone who has a similar config but does not experience any complaints?

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7 hours ago, Bas Engel said:

We experience many quality issues on our Skype for Business platform such as a lot of echo, delay during conversations and strange noises during conversations. We only have these complaints for users who work in a citrix environment and use the HDX RealTime Optimization pack. This can also be seen in the Skype for Business reporting tool regardless of the type of headset or client.

 

When Skype is used locally or in a Citrix session that uses the Lync VDI plugin locally, no complaints are experienced.

 

At this moment we use WIndows server 2008r2 with Xenapp 6.5. But even if we test with Windows Server 2016 with Xenapp 7.18, the complaints continue. It has also been tested with various HDX RealTime Optimization packs such as versions 2.4, 2.5, 2.6 and 2.7.

 

Lync.exe, MediaEngine.Net.Service.exe and MediaEngineService.exe  is aleady added to de anti-virus exclusions

 

Is someone familiar with these problems? Or is there someone who has a similar config but does not experience any complaints?

 

Echo: known issue in some configurations. See here for more details: CTX221402

We are working on a new feature for RTOP that will include a better echo cancellation library - targeting mid-2019.

The other problems you point (delay and noises) are hard to evaluate - a tech support case would be needed.

 

 

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On 4-1-2019 at 5:56 PM, Fernando Klurfan1709153904 said:

 

Echo: known issue in some configurations. See here for more details: CTX221402

We are working on a new feature for RTOP that will include a better echo cancellation library - targeting mid-2019.

The other problems you point (delay and noises) are hard to evaluate - a tech support case would be needed.

 

 

 

I found the LOP-1511 problem (https://support.citrix.com/article/CTX221402 ) you mentioned. But we experience the echo problems mainly when using headsets without using Polycom devices or speaker functionality. Are you sure we are talking about the same problem here?

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On 1/7/2019 at 2:42 AM, Bas Engel said:

 

I found the LOP-1511 problem (https://support.citrix.com/article/CTX221402 ) you mentioned. But we experience the echo problems mainly when using headsets without using Polycom devices or speaker functionality. Are you sure we are talking about the same problem here?

 

We have a 2.8 private for the new echo cancellation library - please open a support case and reference me.

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