HELP FILE

How do I improve call quality on my desk phone?

    If you are having trouble with delayed or choppy audio, static, one-way audio, or echo's, use these steps to perform initial troubleshooting before contacting Customer Support.

    Before you begin: These steps are advanced and are typically completed by a system admin.
    About this task:
    Note: If you are encountering call quality issues for internationally based calls, please reach out to Customer Support directly with the following information:
    • Date of the call
    • Exact time of the call, including time zone
    • Phone number dialed
    • Extension or phone number the call was placed from

    Troubleshoot call quality symptoms.

    About this task:
    Call Audio Symptom Cause Resolution
    Choppy, Distorted, or Delayed Network instability
    Note: When distortion is severe, it can sound similar to static.
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    1. Test network stability with GoTo Network Test
    2. Test bandwidth
    3. Perform a command-line ping test
    These steps are outlined in detail below.
    Static Physical connection
    Note: Static is usually limited to a single phone or a group of phones in a specific part of the office.
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    • Check cables to see if they are loose or bad. Replace any cables as needed.
    • Try the phone in a working location to rule out interference issues.
    • Try a working phone to identify equipment issues. Replace any equipment as needed.
    Echo or Loop Speaker volume is loud and delayed (due to latency, see network instability above)
    Note: Our voice services have echo cancellation, so most calls will not experience this issue.
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    • Have both parties on the call turn off their speakerphone if it's in use.
    • Use a quality handset or headset.
    • Lower speaker volume or decrease microphone sensitivity.
    One-way Audio Typically low bandwidth, a rule within the firewall, or your ISP Watch Video

    1. Test network stability with GoTo Network Test.

    Before you begin: For the most accurate results, install GoTo Network Test on a computer that is hard-wired (not connected through Wi-Fi) to the same network as your phones.
    About this task: This is the recommended method to thoroughly test your network connectivity. If you choose this method, you do not need to complete the other two sections as they test pieces of your network connectivity.
    1. Download and install GoTo Network Test.
    2. Open GoTo Network Test from your system applications.

      Result: The GoTo icon will appear in your menu bar (Mac) or taskbar (Windows).

    3. Open the GoTo Network Test drop-down menu.
      Operating System How-to
      Mac Click the GoTo icon the menu bar.
      Windows Right-click the GoTo icon in the notification area of the Windows taskbar.
      Note: You may have to click Show hidden icons if your icons are hidden.
    4. Select Show GoTo Network Test.
    5. From the System tab, write down your Passphrase (it is four unrelated words).
    6. If the issue is occuring right now, run the test and compare your results to the minimum requirements:

      Result Requirement
      Ping <100ms
      Bandwidth ≈100kbps up/down for each active call
      Jitter Gaps >10ms between the minimum and average ping times.
      Packetloss <0.5%

    7. If the issue is not occuring right now, let the app run in the background. It will monitor your connection in 20 minute intervals. Check your results against the minimum requirements above at any time.
    8. If your results are inconsistent or insufficient:
      • Verify users are not using bandwidth for non-work essential tasks (e.g., streaming Netflix).
      • Contact your ISP for further help troubleshooting or upgrading your service.
      • Implement QoS.
      • Add SD-WAN to your services.
    What to do next: If the problem persists, contact Customer Support and provide them with the system hash code as well as the relative time frame of the problem so they can give you the needed metrics to take to your ISP for a resolution.

    2. Test bandwidth.

    Before you begin: For the most accurate results, run this test when internet usage is high on a computer that is hard-wired (not connected through Wi-Fi) to the same network as your phones.
    About this task: Watch Video
    1. Go to speedtest.net (this is a third-party product).
    2. Click Change Server and then choose a central location that is hosted by someone other than your Internet Service Provider (ISP). For example, if you are in Salt Lake City, choose a server in Chicago.
    3. Run this same test a few times.
    4. Compare your results to the minimum requirement of ≈100kbps up/down for each active call.
    5. If your results are inconsistent or insufficient:
      • Verify users are not using bandwidth for non-work essential tasks (e.g., streaming Netflix).
      • Contact your ISP for further help troubleshooting or upgrading your bandwidth.
      • Implement QoS.
      • Add SD-WAN to your services.
    What to do next: If your results are not showing any issues with bandwidth and the problem persists, continue to step 3 and perform a command-line ping test.

    3. Perform a command-line ping test.

    Before you begin: For the most accurate results, run this test when internet usage is high on a computer that is hard-wired (not connected through Wi-Fi) to the same network as your phones.
    1. Perform a ping test:
      Option Description
      Mac

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      Open Terminal and then run:
      ping -c 200 ping.jiveip.net
      Windows

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      Open Command Prompt and then run:
      ping ping.jiveip.net -n 200
    2. Compare your results to the minimum requirements.

      Result Requirement
      Packet Loss <0.5%
      Ping <100ms
      Jitter Gaps >10ms between the minimum and average ping times.

    3. If your results are inconsistent or insufficient:
      • Verify users are not using bandwidth for non-work essential tasks (e.g., streaming Netflix).
      • Contact your ISP for further help troubleshooting or upgrading your bandwidth.
      • Implement QoS.
      • Add SD-WAN to your services.
    What to do next: If your results are not showing any issues with these metrics and your problem persists, contact Customer Support for further help troubleshooting.
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