Poor call quality can greatly impact your customer relationships, agent productivity, and overall communication efficiency. These issues are often caused by internet instability, device interference, or network misconfiguration.

Since the first step in resolving them is to understand them, let's check what the most common issues are.

Interpreting Call Quality Error Codes

When your CRM detects network issues affecting call quality in real time, they will be displayed as a code to help you identify the root cause of the audio problems. These codes will vary depending on whether you're using the Desktop or Mobile version of your CRM 

Web App Error Codes

• high-rtt: High round-trip time indicates network latency. Calls may sound delayed or out of sync.
• high-jitter: Jitter refers to inconsistent packet delivery. This may cause audio crackling or robotic voices.
• high-packet-loss: When voice data is lost during transfer, calls can sound choppy or cut out completely.

Mobile App Error Notifications

• high-rtt: We detect high round-trip time on this network.
• high-jitter: You could experience choppy audio or crackling noises.
• high-packet-loss: Some audio may be missing or distorted.
• low-mos: Indicates a low Mean Opinion Score, signaling poor overall call quality.

Most Common Fixes

Most issues with reliable VoIP communication can be eliminated by taking one of the following actions:

• Use a Wired Internet Connection: Wi-Fi is more prone to packet loss and instability. Connect your device directly to your modem/router via Ethernet.
• Close Bandwidth-Heavy Applications: Streaming services, file downloads, and cloud backups can affect VoIP quality. Pause or close them during calls.
• Restart Your Router and Modem: Power cycling can fix minor internet stability issues. To do this, unplug the power cable from your router and modem, wait 30 seconds, then plug them back in and wait for full reconnection
• Update Your Browser: Outdated browsers may cause compatibility issues. Ensure Chrome or your preferred browser is updated to the latest version.
• Use Headphones with a Built-In Microphone: Headsets reduce echo and improve microphone quality. Avoid using laptop speakers/mics for professional calls.
• Third Party Apps: Some extensions or software can conflict with audio settings or eat up bandwidth. Disabling them helps identify the root cause of bad call quality.
• Check Device and Network Compatibility: Ensure your internet speed and hardware meet VoIP standards. The recommended minimum speed is 5 Mbps upload/download. Click here to test your connection with SpeedTest
• Check for Firewall or Port Blocking: Some firewalls block SIP traffic. Ask your IT team to ensure UDP Ports 10000–20000 are open

If none of these steps help improve your call quality, we recommend contacting the support team. Submitting a request for help with specific examples will prompt a member of our team to assist you in resolving your issues.

FAQs

Q: Can I make calls over Wi-Fi?

• A: Yes, but a wired connection offers more stability and better quality.

Q: Which browser is best for calling?

• A: Use Google Chrome for optimal compatibility and performance.

Q: Why can’t the other person hear me?

• A: Check your microphone input settings and Chrome’s mic permissions.

Q: How do I test my internet speed for calling?

• A: You can go to https://www.speedtest.net/ to test it. You should aim for 5 Mbps or higher with no packet loss.