Identifying common call quality issues
When it comes to call quality, there are many variables and factors that can cause disruption.
AUDIO IS CUTTING OUT
You might be experiencing packet loss. When one or more packets of data traveling across a network fail to reach their destination, it will cause lost data transmission bits.
THERE IS A VOICE DELAY
You might be experiencing latency. Latency - sometimes referred to as "lag," which causes interruptions—similar to lag in video games or video streaming.
GENERALIZED DEGRADED QUALITY
You may be experiencing packet loss, latency, or jitter. Jitter, which is slightly different from latency, is a variation in delayed of received packets. Jitter and latency can be caused by network congestion, wireless network connections, and old/damaged hardware.
NO AUDIO OR STATIC AUDIO
- Check to make sure you turn your volume up.
- Check to make sure you plug in your headset or handset into the correct port.
- Try testing another headset/handset/speakerphone on your phone and the headset/handset on another phone to confirm if this is the problem.
- Firewall RTP ports closed.
If your problem persist
If you are unable to get the configuration working, please contact us at itis.cmsupport@softtek.com. To help us resolve this quickly, please include:
- -Your Public IPv4: (Found at https://checkip.amazonaws.com/)
- -Screenshot of Settings:
Ctrl+P
- -Screenshot of Account:
Ctrl+M
- -Issue Description: A brief summary of the problem you are facing.