HELP FILE

Improve Call Quality

Follow the steps below to troubleshoot call quality issues.

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

Troubleshoot call quality symptoms.

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Call Audio Symptom Cause Resolution
Choppy, Distorted, or Delayed Network instability
Note: When distortion is severe, it can sound similar to static.
  1. Test bandwidth
  2. Perform a command-line ping test
  3. Test network stability with Jive View
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.
  • 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.
  • 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.

1. 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.
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  1. Go to speedtest.net (this is a third-party product).

    Note: Your browser must have the latest version of Adobe Flash Player installed.

  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 requirements.

    Result Requirement
    Ping <100ms
    Bandwidth 82.5kbps 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.

2. 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.

3. Test network stability with Jive View.

Before you begin: For the most accurate results, install Jive View on a computer that is hard-wired (not connected through Wi-Fi) to the same network as your phones.
  1. Download and install Jive View:
    Option Description
    Mac

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    Download Jive View for Mac
    Windows

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    Download Jive View for Windows
  2. Open Jive View.
  3. From System, write down your Passphrase and then contact Customer Support with the code, and they will run the tests with you.
What to do next: If you still have call quality issues, please contact Customer Support.