Fix call quality issues

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, depending on your device.

Desk phone

Before you begin: These steps are advanced and are typically completed by a system admin.

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**
Call Audio Symptom	Cause	Resolution
Choppy, Distorted, or Delayed	Network instability Note: When distortion is severe, it can sound similar to static.	Watch Video Test network stability with GoTo Network Test Test bandwidth 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.	Watch Video 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.	Watch Video 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 Verify our recommended router/firewall settings are in place, particularly the UDP settings. Make sure you have enough bandwidth for your calls and connected devices. Check with your ISP to see if they are experiencing any outages.

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.

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.

Download and install GoTo Network Test.
Open GoTo Network Test from your system applications.
Result: The GoTo icon will appear in your menu bar (Mac) or taskbar (Windows)

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.

Select Show GoTo Network Test.
From System, write down your Passphrase (it is four unrelated words).

If the issue is occurring right now, run the test by opening GoTo Network Test from your system applications and selecting Launch pre-qualification test. Compare your results to the minimum requirements:

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

If the issue is not occurring 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.
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, select 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.

Before you begin:

Go to speedtest.net (this is a third-party product).
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.
Run this same test a few times.
Compare your results to the minimum requirement of ≈100kbps up/down for each active call.
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.

Perform a ping test for Wide Area Network (WAN):

Option Description

Option	Description
Mac	To test Wide Area Network (WAN): Open Terminal and type the command: `ping.www.Google.com -c 200`
Windows	To test Wide Area Network (WAN): Press Windows Key + R to open the run box. Then type cmd and select OK. Then type the commend: `ping.www.Google.com -n 200`

Mac

To test Wide Area Network (WAN):

Open Terminal and type the command:
```
ping.www.Google.com -c 200 
```

Windows

To test Wide Area Network (WAN):

Press Windows Key + R to open the run box. Then type cmd and select OK. Then type the commend:
```
ping.www.Google.com -n 200
```

Compare your results to the minimum requirements.

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

Result: If your WAN results are inconsistent or insufficient, please move continue to the next step and perform a ping test for the Local Area Network (LAN).

Perform a ping test for Local Area Network (LAN):

Option Description

Option	Description
Mac	To test Local Area Network (LAN): Open Terminal and type the command: `ifconfig` Locate and copy the Default Gateway ID number. Then type the command: `ping [Default Gateway] -c 200` Important: Replace [Default Gateway] with your Default Gateway ID number.
Windows	To test Local Area Network (LAN): Press Windows Key + R to open the run box. Then type cmd and select OK. Then type the commend: `ipconfig` Locate and copy the Default Gateway ID. Then type the command: `ping [Default Gateway] -n 200` Important: Replace [Default Gateway] with your Default Gateway ID number.

Mac

To test Local Area Network (LAN):

Open Terminal and type the command:
```
ifconfig
```
Locate and copy the Default Gateway ID number.
Then type the command:
```
ping [Default Gateway] -c 200
```
Important: Replace [Default Gateway] with your Default Gateway ID number.

Windows

To test Local Area Network (LAN):

Press Windows Key + R to open the run box. Then type cmd and select OK. Then type the commend:
```
ipconfig
```
Locate and copy the Default Gateway ID.
Then type the command:
```
ping [Default Gateway] -n 200
```
Important: Replace [Default Gateway] with your Default Gateway ID number.

4. Comparing Ping Results

If your LAN results are good, but WAN 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.
If both the LAN and WAN results are inconsistent or insufficient:
- Reboot your phone and network equipment.
- Use a hard-wired (ethernet) connection.
- Replace faulty cabling.
- Replace defective hardware devices.
- Contact your Internet Service Provider (ISP)

What to do next: If your results are not showing any issues with these metrics and your problem persists, select Customer Support for further help troubleshooting.

Desktop or web app

**Troubleshoot call quality symptoms**
Call Audio Symptoms	Potential Causes	Resolution
Audio cutting in and out Can't hear the other side Other side can't hear me Audio volume too low Echo Conversation delays	Incorrect audio settings	Desktop or web app	From your profile icon, select Settings > Voice > Audio, and then confirm the audio settings are correct, including your computer's volume. Make any adjustments as needed.
	App is stuck	Desktop app	Select Help > Troubleshooting > Refresh. If you are not on an active call, you can also select Clear cache and exit from that same troubleshooting menu. Doing so will reboot the app.
	Bad network	Desktop app	Select Help > Troubleshooting > Run network test to run a diagnostic. Verify our recommended firewall and router settings are in place, especially the UDP settings. Make sure you have enough bandwidth for your calls and connected devices
	Bad network	Web app	Download GoTo Network Test to run a diagnostic. Verify our recommended firewall and router settings are in place, especially the UDP settings. Make sure you have enough bandwidth for your calls and connected devices Contact your ISP to see if they are experiencing any outages.

What to do next: If you’re still experiencing audio issues, prepare the following information and then select Contact Support. Be as specific as possible.

How often the issue occurs
Type of network connection (Wi-Fi, data, or both)
Type of call quality issue (one-way audio, static, choppy, etc.)
Any known data issues with your internet service provider
Your region/country
A call example with date, time, number called to, and number called from

Mobile app

**Troubleshoot call quality symptoms on your mobile app**
Call Audio Symptoms	Potential Causes	Resolution
Audio cutting in and out Can't hear the other side Other side can't hear me Static Conversation delays	Incorrect volume/sound settings	Make sure that you are not on mute and your volume is turned up.
	Issue with audio accessory	If possible, try using a different headset or speaker option to see if the issue persists.
	Outdated software/applications	Check your device's operating system and the GoTo app for updates. Install any that are available.
	Wireless interference from other devices	Move away from other electronic devices or switch to a different network. If available, try switching to Data from Wi-Fi, or visa versa.
	Temporary glitches	Turn off your device, wait a few minutes, and then power it back on.

What to do next: If you’re still experiencing audio issues, prepare the following information and then select Contact Support. Be as specific as possible.

How often the issue occurs
Type of network connection (Wi-Fi, data, or both)
Type of call quality issue (one-way audio, static, choppy, etc.)
Any known data issues with your cell phone carrier
Your region/country
A call example with date, time, number called to, and number called from

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