Your internet connection is like a freeway, the more traffic on your internet connection the more it can slow down and create unwanted audio issues. Let's take a look at some best practices for an optimal calling experience.
Determine the Best Calling Method
To get the best call quality on your computer, use one of the two calling method options:
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A wired ethernet connection provides the most consistent connection and best audio quality.
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If you have strong cell phone coverage in your location you can use the mobile calling method to bridge the call to your cell provider network for the best call quality.
Using WiFi
If you are using WiFi instead of a wired ethernet connection, review the best practices below.
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If call quality is not consistent, turn off the WiFi on non-essential devices. This includes smartphone(s), Tablet(s), TV(s), Printer(s), or other equipment connected to the WiFi network. If you work from home, disconnect gaming console(s) and other non-essential devices or appliances connected to the WiFi network.
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Limit the amount of large file transfers on the WiFi network during your call blocks. Large file transfers would include streaming video from Netflix, YouTube, and similar services. Downloading files or large applications, online gaming on a console or computer, and software updates.
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WiFi works best when there are limited physical distances and obstacles between you and the WiFi router. Doors, walls, and other obstructions made of brick, metal, thick wood, concrete, or stone can degrade a WiFi signal.
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If you're working from a WiFi hotspot at a coffee shop or restaurant, their network may not be optimized for calling, try calling from another network instead
Call Quality
Your call quality is determined by more than your internet speed. To verify if the issue is directly related to the internet connection, go to contact with calling issues and hover your mouse over the orange call quality bar to expose the history of downgraded call quality. In the example below, there are audio delays and poor quality detected.
Definitions
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Choppy audio detected: This may be related to packet loss
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Audio delays detected: This may be related to high Ping
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Network jitter detected: This may be related to talk-over effects
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Poor call quality detected: This can be shown for any combination of the above items, the call quality has fallen below a certain threshold
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Connection error: The call was unexpectedly terminated, this usually indicates your connection was entirely offline for some amount of time
Internet Speed Test
To determine if your internet speed, jitter, and ping are optimal for calling, complete an internet speed test.
Required Settings for Calling
- Download Speed - 5mb/s or greater
- Upload Speed - 5mb/s or greater
- Ping 100 ms or less
- Jitter 30 ms or less
Definitions
- Download Speed: The speed of your Internet connection transmits data to your computer. Download speed is measured in Megabits per second (Mbps).
- Upload Speed: Measures the highest amount of information that you can send from your computer. This is also measured in Mbps.
- Ping: Also called Latency, is how long it takes a packet of data to complete a round trip between two points.
- Jitter: 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.
Troubleshooting Steps
The following are common steps to resolve issues with the Follow Up Boss Calling feature (including dropped calls, audio cutting out, etc.).
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Reboot your computer
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If other devices, like other computers, phones, or tablets are not connecting or connecting like they should check with your internet provider to see if there's a possible outage or service interruption
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Reboot your modem and/or router (Note: rebooting the modem or router will disconnect anyone else using the network until it comes back on. If in an office check with your IT department first)
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If possible, make sure your modem and/or router are updated to the latest firmware (If in an office check with your IT department first))
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Make sure your computer's operating system is updated to the latest version ( Microsoft Windows / Apple macOS )
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Browser Extensions may cause calling to not work as expected. Disable excess extensions (Reset Chrome).
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If the extensions can't be turned off, calls can be made in Incognito / Private browsing using Google Chrome, Firefox, Safari, or Microsoft Edge.
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If the internet is still inconsistent purchase you may need a more modern router. Routers from Google Wifi or Eero are typically of the best quality. If you don't own your modem, check with your ISP (Comcast, Spectrum, AT&T, etc....) to see if you have the most up-to-date modem for your service package.