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damon-grant1189 avatar image
damon-grant1189 asked ·

Moble App: How do I Remove HD Calling on Android App?

I have 30 users that ONLY have RingCentral on their phones.  They have no computers to log in with etc.  Due to call quality issues, I want to lower their default call quality from the standard RingCentral "Use HD Voice" to the lesser "standard voice" which I figure might help with the lag issue.  But nowhere on the softphone is that ability when, as noted before, they've never signed on using a computer.  The place where it SHOULD be on the softphone, its just not there.  I need help on this!
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J.B. Ferguson answered ·
Damon,

I'm a little confused. You state that all your users only have RingCentral on their phones, with no computers to log in with. Yet later you state that you can't find the HD Voice settings on the softphone, which is the computer application (now known as RingCentral for Windows Desktop).

I will address both situations:
For phone usage, you can set the HD Voice settings as an administrator. See the following KnowledgeBase article:
http://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/7733

With regard to the "softphone" (RingCentral for Windows Desktop), you can find the HD Voice setting in the settings tab, under the "Calling" sub-menu. It is the third item down on the right.

I hope this helps you.


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damon-grant1189 answered ·
Thanks all.  When I said 'softphone' i meant the mobile app.  my apologies.  Jan - The problem with the solution you posted is that my users never even show up on that 'phones/devices' list.  Only the users that have a hardphone or the windows softphone show up on that list.  Users that are purely mobile app just aren't there so I can't make any changes.
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J.B. Ferguson avatar image J.B. Ferguson ·
Damon,

You're correct. Your users won't show up on the phones/devices list if they don't have a digital line assigned to them, which would allow them to have a "softphone" assigned to them to both make/receive calls.

From what I recall when HD Voice was first coming out, if the mobile phone wasn't able to support HD Voice the call would come in as standard. I believe that was the case both if the actual hardware (the cell phone itself) or the cellular/VoIP/3G-4G service wasn't good enough to support it.
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J.B. Ferguson avatar image J.B. Ferguson ·
I might have spoken too soon. I just found this on the RingCentral KnowledgeBase.

http://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/7907

According to the article:
"RingCentral now uses the OPUS Codec , which is designed to deliver better user experience with more clarity in HD Voice, especially in limited bandwidth and network environment."

I'm not a technician but it's possible that HD Voice can make your call better vs the "standard", non-HD Voice.

But you are correct that they have removed the HD Voice "trigger" on the mobile app.

Again, from the article:

" NOTE:  The HD Voice trigger has been removed from the VoIP Calling  settings within the RingCentral mobile app in version 7.4, which   means that HD Voice is automatically enabled by default in version 7.4 of the RingCentral mobile app. Click here for instructions on how to enable HD Voice on the previous version of the RingCentral mobile app (versions 7.0 - to - 7.3) . "



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damon-grant1189 answered ·
Android app.
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mike avatar image mike ·
Correct the option to turn it off has been removed. 
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kim answered ·
Damon, please explain what app you are referring to? Desktop App, iPhone App, Android App?
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damon-grant1189 answered ·
okay so just to clarify, there is no way I can lower the call quality to on these mobile users so their connection is more reliable?
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mike-selander answered ·

I am having the same issue with Android. The call quality cuts in and out as the HD icon goes on and off. We have selected the lower bandwidth but it still tries to go HD which causes a delay and even dropped calls. @J.B. Ferguson & @damon-grant
Any new updates or fixes?

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