- Download and install Google Chrome, our supported browser for Calling.
- Once installed, ensure you have the latest version by clicking the green update button. Copy/paste this link into the URL bar: chrome://settings/help
- Plug in a USB headset into your computer or laptop.
- Make sure your microphone settings are configured properly in Google Chrome by following these steps: Microphone Settings in Google Chrome.
- Ensure your microphone isn’t blocked or muted.
- Turn up the input volume on your microphone: (Mac / PC)
- Run a test call to make sure the audio plays back properly here: Test Call.
Note: 3.5 mm and Bluetooth headsets are not recommended for Calling.
- Setup a wired connection to your computer for best results.
- If you must use wifi for your internet:
- Use a stable router like Google Wifi or Eero.
- Move closer to your WiFi router.
- Limit the number of devices connected to your WiFi router.
- Limit the amount of data/files being transferred (such as streaming video/voice, downloading files, etc) on your wifi channel.
- Multiple connections and data transfers can put constraints on your connection and can cause intermittent call interruptions and other audio issues.
Test your internet speed, jitter, and ping
- Optimal Settings for Calling:
- Download speed - 5 mb/s or greater
- Upload speed - 5 mb/s or greater
- Ping - 100 ms or less
- Jitter - 30 ms or less
- Optimal Settings for Calling:
Try a test call to see if your microphone is working properly. To perform a test call:
- Go to your My Settings page.
- Click "Make a test call" at the bottom of the page.
- Follow the voice prompts to record a sample voice message.
- Listen to the playback of the recording to assess call quality.
Go to a contact that had Calling issues, we'll display a history of calling issues if we detected any:
You can diagnose connection issues using the information shown here. You may want to ask your local IT administrator for more information about these:
- Choppy audio detected: This may be related to packet loss.
- Audio delays detected: This may be related to high latency.
- Network jitter detected: See definition of jitter below.
- Poor call quality detected: This can be shown for any combination of the above items, the call quality has fallen below a certain threshold.
- Connection error: The call was unexpectedly terminated, this usually indicates your connection was completely offline for some amount of time.
The following are common steps to resolve issues with the Follow Up Boss Calling feature (including dropped calls, audio cutting out, etc):
- Reboot your computer.
- Reboot your modem and router.
- Unplug and re-plug your headset in.
- Switch to a wired connection.
- Disable excess Chrome extensions: (Reset Chrome)
- Purchase and setup a known, stable router like Google Wifi or Eero. (Older routers and ISP-provided routers are prone to packet loss and other issues.)
- Download Speed The speed your Internet connection transmits data to your computer. This is the largest amount of data you can receive in a specified amount of time. Download speed is measured in Megabits per second (Mbps)
- Upload Speed - The other direction to download speed, this measures the highest amount of information that you can send from your computer using your access provider’s connection. This is also measured in Mbps.
- Ping (Latency) - A latency test (sometimes known as a ping test) is how long it takes a packet of data to complete a round trip between two points. High latency will be noticed on voice calls through delays in conversation and periods of silence. In addition, web pages may load more slowly.
- Jitter - To measure the variation over time of latency across the network, you need a jitter test. High jitter values may cause voice packets to be delivered out of order, which can result in echo or talk-over effects.
- Packet Loss - A packet loss test will tell you when units of data fail to reach their final destination. Packet loss can severely impact voice call quality by making calls sound choppy. In data usage, buffering and delays will be noticed as packets need to be resent.