In this article we will discuss a few possible causes of bad call quality and steps to improve it.
If you are using your own Twilio Account
If you are using your own Twilio account, you need to open a ticket to determine the cause of bad call quality with Twilio.
Also be sure to run: https://networktest.twilio.com/
Interpreting Call Error Codes
On WebApp
If you're having issues with call quality during a call, you'll likely see an error code appear at the top of your HighLevel dashboard. You can view the meaning of each error code here.
The most common errors are:
high-rtt - Round-trip-time (RTT) is the measure of latency in the network. Higher latency can result in perceptible delays in audio.
high-jitter - Jitter is the measure of variability at which packets arrive at the SDK sensors. High jitter can result in audio quality problems on the call, such as crackling and choppy audio.
high-packet-loss - Packet loss is measured as the percentage of packets that were sent but not received at the SDK sensors. High packet loss can result in choppy audio or a dropped call.
On Mobile App
The HighLevel, LeadConnector or your Whitelabel Mobile App has safety built-in to notify your clients when bad call quality is experienced.
high-rtt: We detect high round-trip time on this network. You might experience perceptible delays.
low-mos: The call quality on this network might be affected.
high-jitter: We detect high jitter on this network. You could experience choppy audio or crackling noises.
high-packet-loss: We detect high jitter on this network. You could experience choppy audio or crackling noises.
Twilio isn't able to help me. What are my options?
Option 1 - Move to LeadConnector Phone System
Moving to LeadConnector Phone System might save you a lot of trouble that comes with managing Twilio as it is completely managed by HighLevel
Option 2 - Look for Configuration Issues
Log-in to your Twilio account -> View Sub-accounts -> Select Sub-account -> Monitor -> Loges -> Errors and check of you have any common errors listed there.
Once you have identified the root cause for the error your call experience should improve significantly.
If you are using the LeadConnector Phone System
As the LeadConnector Phone System is relatively new, we are continually monitoring the quality of the user experience. Presently, we have periodic surveys that ask for feedback on the call’s quality. This is super important and necessary to the development and honing of this feature. The surveys will show up every four calls as long as the feedback is submitted. This will become less frequent as time goes on as we collect more data and make improvements to the app. Thank you for helping us work towards a more seamless system.
In our experience, in most cases, the reason for bad call quality is a bad internet connection or a bad router.
Step 1 - Check quality of you internet connection
VoIP breaks audio data into small chunks called packets to transfer them over the internet. This means if you have a bad internet connection or a router, your audio quality might get affected.
Please head over to https://speed.cloudflare.com/ and do a test
It is recommended to at least have a 50MBPS uplink / downlink connection with jitter less than 10ms and Ping less than 40ms. If you have a connection that is inferior to the specs mentioned above, you may need to upgrade your internet, or your router.
Step 2 - Check VoIP Compatibility
You can check the VoIP compatibility of your internet connection by heading over to - https://test.webrtc.org/
If you see any warnings (like in the example above) then you may need to upgrade your internet, router or computer to improve your call quality.
Step 3 - Check your Computer (or mobile) hardware
VoIP connections require your computer to perform heavy computations therefore if you are using an old machine, it is expected to have problems with VoIP call quality.