Call Quality Troubleshooting
Static on the line? Sound jumbled or like you're underwater? Check out this guide.
Table of Contents
Having excellent call quality is extremely important when interacting with customers. Great communication hinges upon both parties being able to hear each other clearly. If you're having poor call quality, we're here to help.
Diagnosing poor call quality can be difficult. There are many pieces to the puzzle making it hard to determine which side of the call (customer or agent) is having the problem. Here are just a few potential culprits:
- Agent's headset
- Agent's computer
- Agent's network connection
- Customer's phone
- Customer's location (cellular network)
- Phone carrier service disruptions
In this article, we'll discuss the three most common call quality diminishers when using the LiveVox platform. Before we dig in, let's summarize the most likely symptoms of a call quality problem:
- Staticy audio
- Jumbled or unclear (underwater-sounding) audio
- Faint or silent audio
- Calls disconnection
Malfunctioning Agent Headset
Because LiveVox is a cloud-based contact center solution, agents will most often be taking calls via their computer, using VoIP or web-based audio paths with a USB or audio-jack-based headset. It's important that the connection of the headset is:
- Secure (not broken or damaged)
- Enabled (via PC settings)
- Unmuted (not silenced by physical mute button on headset, or through PC or LiveVox-related settings)
Tip
If these don't seem to be the problem, check out our headset guide to make sure that you're using the optimal hardware.
Audio Path Not Established Properly
Your headset is only half of the equation when establishing a connection with LiveVox as an agent. Audio path allows this connection to go live, allowing you to interact with customers via the U-CRM Agent Desktop. If your audio path is not established properly, you can experience a wide variety of call quality symptoms.
What type of audio path are you using?
Network Problems
Without a quality network connection for an agent, call quality problems are bound to happen. Because audio is being sent as data over your network, it's important for that network to be reliable, secure, and meeting minimum speed requirements. Have your IT professional at your place of business run our Qualify Test tool to gauge your network's health and reliability.
When to Contact Us
If after running these tests you're still having call quality problems, we are here to help. Use our Contact Customer Care widget located to the right of this article to let us know that you are having a call quality problem. To expedite the troubleshooting process, please include the following information in your request:
- Type of audio quality problem (check out our symptoms list above)
- Your location
- Which side of the call you perceive the problem to be originating from (customer side or agent side)
- How you're establishing audio path
- Number of agents experiencing poor audio quality (just you, or multiple agents)
- When the problem started and if it's sporadic or consistent
- Type of calls it's occurring on (calls you're making outbound, or inbound calls from customers)
And most importantly...
A minimum of three specific call examples (phone number of the person you called, or the phone number of the person who called you). Call examples empower our Customer Care Representatives to diagnose the issue more effectively, allowing them to analyze call logs and giving them access to important details.