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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.
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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.
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)
    GTNT taskbar icon

  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 System, write down your Passphrase (it is four unrelated words).
  6. 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 <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 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.
  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, 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.

Contact Support

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:
  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 for Wide Area Network (WAN):
    Option Description
    Mac

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    To test Wide Area Network (WAN):
    • Open Terminal and type the command:
      ping.www.Google.com -c 200 
    Windows

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    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
  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.

    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).

  3. Perform a ping test for Local Area Network (LAN):
    Option Description
    Mac

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    To test Local Area Network (LAN):
    1. Open Terminal and type the command:
      ifconfig
    2. Locate and copy the Default Gateway ID number.
    3. Then type the command: 
      ping [Default Gateway] -c 200
      Important: Replace [Default Gateway] with your Default Gateway ID number.
    Windows

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

4. Comparing Ping Results
  1. 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.
  2. 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.

Contact Support

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
Web app
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

Contact Support

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

Contact Support

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