Issues with call quality

Summary

There are several different types of problems that can occur with regard to call quality. This article defines the common problems along with ways to resolve them.

!Most cases of call quality problems are caused by either insufficient internet bandwidth or poor network design. If you do not have an internet circuit with Verve, our ability to help with troubleshooting these is limited.

One-way audio

One-way audio refers to phone calls where one person can hear the call, but the other cannot.

This issue is nearly always caused by a firewall blocking certain ports that are used for voice calls.

If you have a circuit with Verve, you should not experience this problem since we provide a firewall to manage phone call data.

If you do not have a Verve device, please ask your network administrator to apply the following settings to your office’s firewall:

1. Disable SIP alg.
2. Set UDP timeout (if available) to 60 seconds or higher (90 recommended).
   

*If you are using a headset, remove that device and place test calls to ensure the headset is not blocking the audio.

Static or garbled audio

Check cables

Static or garbled audio is typically caused when cables are not plugged into the phone properly. Start by checking the physical cabling going to the phone. Ensure that the Ethernet cable going to your Verve switch in snug in the back of your phone. If the cable feels loose, contact your network administrator and ask for a replacement cable.

Check internet connection

If you have an internet circuit with Verve, check your graphs to ensure you are not maxing out your bandwidth. If you do not have login credentials to view your graphs, contact the Verve Support team at support@nextlevelinternet.com or 858-836-0700 option 1.

If you do not have an internet circuit with Verve, please contact your service provider, and see if they have any usage graphs for you to monitor.

Delayed audio (latency)

There are a lot of factors that can favorably or adversely affect how you sound and how you hear voice during your phone call. This list covers some of the most common:

1. Internet Connection: Low bandwidth or low quality internet connections (like DSL) often cause call quality problems. This is often worsened if the internet connection is shared with computers and mobile devices – especially if those devices are streaming music, videos or sharing large files.
2. Headsets and additional phone attachments: Bluetooth or wireless headsets can sometimes affect call quality, especially if they are configured incorrectly. Make sure you follow the instructions that come with any of your phone accessories to set them up properly.
3. Work environment: Background sounds can often sound like static or other call quality problems. Watch out for noisy environments especially when in cubicle work spaces, or when you’re near glass or solid wall surfaces.
4. Opposite party voice condition: Voice quality can be adversely affected if the person you are calling is using a free phone service (such as Skype) , or a mobile phone with bad reception.

If you are unable to resolve through any of the steps above, contact the Verve Support team at support@nextlevelinternet.com or 858-836-0700 option 1.