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:
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.
|
Watch Video
|
| 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
|
| 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
|
| 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.
- 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.
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:
- 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:
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:
Option Description Mac
Open Terminal and then run:ping -c 200 ping.jiveip.netWindows
Open Command Prompt and then run:ping ping.jiveip.net -n 200
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.