Setup and Optimize Desktop Calling

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Becca Hancock
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Strong call quality is essential when making business calls. To ensure a great calling experience through Follow Up Boss, it is important to complete the recommended setup steps before calling through your desktop. 
  
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How it Works

 

How to Setup Calling from your Computer

Browser

  1. Ensure you are using the latest version of Google Chrome, Firefox, Safari, or Microsoft Edge
  2. Enable microphone access on the computer for your browser (Mac / PC) 
  3. Give Follow Up Boss permission to use your computer's microphone within your browser settings (Google Chrome, Firefox, Safari, Microsoft Edge) 

 

Headset

  1. Plug a USB-based headset into the computer or laptop. USB hubs may not be configured properly for calling. 
  2. Ensure the microphone isn’t blocked or muted
  3. Turn up the input volume on the microphone (Mac / PC)
  4. Run a test call to make sure the audio plays back properly: Test Call

Note: 3.5 mm and bluetooth headsets are not recommended for calling.

If you are using a laptop, make sure it's opened and not attached to a dock. Some features are not available when laptop lids are closed or if the laptop is docked.

 

Network

Set up a wired connection to the computer for the best results.

    • If  wifi must be used: 
      • Use a stable router like Google Wifi or Eero
      • Move closer to the WiFi router
      • Limit the number of devices connected to the WiFi router
      • Limit the amount of data/files being transferred (such as streaming video/voice, downloading files, etc) on the wifi channel
      • Multiple connections and data transfers can put constraints on the 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

 

Calling Definitions 
  • 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 time. Download speed is measured in Megabits per second (Mbps).
  • Upload Speed - The other direction to download speed, 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.
Troubleshooting Steps

1.  Allow Pop-Ups in Chrome to have the ability to enable microphone access. 

2. Complete a Test Call to ensure the microphone is working correctly. 

  1. Go to My Settings by clicking on your image or initials in the upper right-hand corner
  2. Under the My Number section, click Make a Test Call 
  3. Follow the voice prompts to record a sample voice message
  4. Listen to the playback of the recording to assess call quality mceclip0.png

3. Use the Calling Method - Use Mobile Phone to bridge the call to your cell provider network for the best call quality. If the call is placed with success, the issue may be due to the internet connection. 

Note: Using the Calling Method - Use Mobile Phone is recommended for users with poor internet connection.

4. To verify if the issue is directly related to the internet connection, go to a contact with calling issues and hover your mouse over the call quality bars to expose the history of downgraded call quality. 

file-aHIVnQY9mq.png

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 the 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 entirely 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 set up a known, stable router like Google Wifi or Eero (Older routers and ISP-provided routers are prone to packet loss and other issues) 

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