Phone and Voice Quality Issues

Phone and Voice Quality Issues

While most Tele Express calls have crystal clear audio, some calls may have call quality issues. If you're experiencing call quality issues, there may be some simple solutions to identify and fix the problem.

We put together this guide to help troubleshoot and resolve any of the following call quality issues you might experience:

Choppy or robotic sounding audio

Choppy or robotic sounding audio

Is the person you're talking to having a hard time hearing you? Maybe your audio is "breaking up" for them?

Typically, choppy/robotic call audio is caused by jitter on the call. Jitter indicates a connection issue occurred on the call. Jitter affects your call's packets of audio data transmitted to-and-from. This can result in packet loss and, subsequently, choppy or robotic call audio.

Your internet connection

While your internet connection may have lightning-fast speeds most of the time, if your speeds are temporarily throttled, you may experience call quality issues. Here are options that may resolve jitter:

  1. If you're using WiFi, restart your router.
  2. Switch to a different internet source (e.g. WiFi to data or vice versa).

Your device

While the strength of the internet is the most likely culprit, it's also possible that the issue is due to the device itself. Here are a few things you can do on your device to help improve your call quality:

  1. If you're using a webphone,  your computer might be running any CPU-intensive programs in the background, try closing those programs.
  2. Try switching between other devices. 
  3. If you are using a deskphone or mobile app, Try completely powering down and restarting your device.

If this issue is only occurring with one contact, it's likely that the issue is coming from their end.
If these steps don't improve your call audio quality, we’ll need to investigate further. Please perform a line test through this website: https://mycloudspeedtest.com/. Submit a support ticket here, including a screenshot of the test and the following information, and we’ll look into the issue:
  1. Your Tele Express phone number
  2. The most recent three numbers you were on a call with when this issue occurred
  3. Approximate date and time of each call
  4. On which device are you experiencing the problem  (i.e., iOS, Android, Mac, deskphone)
One-way or missing audio

One-way or missing audio

When one of the parties on your call can't hear another, you're experiencing one-way audio.

Device settings

While it may seem silly, many users have reported instances of missing audio and found that the problem was within their device settings. Here are a few possible settings that may cause one-way audio:
  1. Please ensure that you have enabled all permissions including mic access
  2. The other party placing the call on hold
  3. Toggling on mute

Your internet connection

While your internet connection may have lightning-fast speeds most of the time, if your speeds are temporarily throttled, you may experience call quality issues. Here are options that may resolve jitter:
  1. If you're using WiFi, restart your router.
  2. Switch to a different internet source (e.g. WiFi to data or vice versa).

If these steps don't improve your call audio quality, we’ll need to investigate further. Please perform a line test through this website: https://mycloudspeedtest.com/. Submit a support ticket here, including a screenshot of the test and the following information, and we’ll look into the issue:
Your Tele Express phone number
  1. The most recent three numbers you were on a call with when this issue occurred
  2. Approximate date and time of each call
  3. Was the audio missing the entire time or only some of the time?
  4. On which device are you experiencing the problem  (i.e., iOS, Android, Mac, deskphone)
Delayed audio

Delayed audio

Long delays in audio on a call are typically due to latency with the connection itself. The most common reason for delayed audio is jitter. It indicates a connection issue has occurred on the call. Jitter occurs when there are delays in transmitting audio data. You may experience this as delayed call audio. Thankfully, there are a few steps that may alleviate these issues. We put together this guide to walk you through the possible reasons you're experiencing delayed call audio and actions that may resolve the issue.

Device settings

While it may seem silly, many users have reported instances of missing audio and found that the problem was within their device settings. Here are a few possible settings that may cause one-way audio:
  1. Please ensure that you have enabled all permissions including mic access
  2. The other party placing the call on hold
  3. Toggling on mute

Your internet connection

While your internet connection may have lightning-fast speeds most of the time, if your speeds are temporarily throttled, you may experience call quality issues. Here are options that may resolve jitter:
  1. If you're using WiFi, restart your router.
  2. Switch to a different internet source (e.g. WiFi to data or vice versa).
If these steps don't improve your call audio quality, we’ll need to investigate further. Please perform a line test through this website: https://mycloudspeedtest.com/. Submit a support ticket here, including a screenshot of the test and the following information, and we’ll look into the issue:
  1. Your Tele Express phone number
  2. The most recent three numbers you were on a call with when this issue occurred
  3. Approximate date and time of each call
  4. Whether audio delayed for the entire duration of each call
  5. On which device are you experiencing the problem  (i.e., iOS, Android, Mac, deskphone)
Echoed audio

Echoed audio

This is almost always caused by the hardware positioning or volume levels. The good news is that we've put together this guide to help resolve this issue. Here are some possible solutions for echoing call audio:
  1. If using speakerphone, make sure that the mic is uncovered
  2. Disable speakerphone
  3. Lower the output volume for the speaker or handset
  4. Try using a headset with your calls
  5. Try completely powering down then restarting your device
If these steps don't improve your call audio quality, we’ll need to investigate further. Please perform a line test through this website: https://mycloudspeedtest.com/. Submit a support ticket here, including a screenshot of the test and the following information, and we’ll look into the issue:
Your Tele Express phone number
  1. The most recent three numbers you were on a call with when this issue occurred
  2. Approximate date and time of each call
  3. On which device are you experiencing the problem  (i.e., iOS, Android, Mac, deskphone)
  4. Whether you're using any headsets
  5. ​Whether you're using speakerphone
Volume too loud or too quiet

Volume too loud or too quiet

Are you having a hard time hearing on your calls? OR MAYBE YOUR CUSTOMERS ARE TOO LOUD!

Either way, we don't want you to experience call volume issues, and we've put together this guide to help.
Typically, call volume issues are almost always caused by the hardware positioning or volume levels. Here are some possible solutions for the call volume issue:
  • Disable speakerphone functionality and talk directly into the handset
  • Try using a headset or a separate microphone
  • Adjust the placement of the device; for example, if the call volume is too loud, move the device further from the person speaking - if the call volume is too quiet, move the person speaking closer to the device
  • Try using a different computer or mobile device
  • Try completely powering down then restarting your device
If these steps don't improve your call audio quality, we’ll need to investigate further. Please perform a line test through this website: https://mycloudspeedtest.com/. Submit a support ticket here, including a screenshot of the test and the following information, and we’ll look into the issue:
  1. Your Tele Express phone number
  2. The most recent three numbers you were on a call with when this issue occurred
  3. Approximate date and time of each call
  4. On which device are you experiencing the problem  (i.e., iOS, Android, Mac, deskphone)
  5. Whether you're using any headsets
  6. ​Whether you're using speakerphone
Static or background noise

Static or background noise

Is the person you're talking to is having a hard time hearing you or you're having a hard time hearing them due to audio interference, background noise, or call static?

Typically, call volume issues are caused by the hardware positioning, placement, or volume levels. However, it is possible the call static issues are a connection issue. Here are some possible solutions for call static issues:

Hardware/device

  • Disable speakerphone functionality and talk directly into the handset
  • Try using a headset or a separate microphone
  • Adjust the placement of the device
  • Try using a different computer or mobile device

Your internet connection

While your internet connection may have lightning-fast speeds most of the time, if your speeds are temporarily throttled, you may experience call quality issues. Here are options that may resolve jitter:
  1. If you're using WiFi, restart your router.
  2. Switch to a different internet source (e.g. WiFi to data or vice versa).
If these steps don't improve your call audio quality, we’ll need to investigate further. Please perform a line test through this website: https://mycloudspeedtest.com/. Submit a support ticket here, including a screenshot of the test and the following information, and we’ll look into the issue:
  1. Your Tele Express phone number
  2. The most recent three numbers you were on a call with when this issue occurred
  3. Approximate date and time of each call
  4. On which device are you experiencing the problem  (i.e., iOS, Android, Mac, deskphone)
  5. Did the call static occur the entire time or only some of the time?
Dropped calls

Dropped calls

Are you experiencing abrupt hang ups? Calls disconnecting unexpectedly? You may be experiencing dropped calls.

Call dropping issues can be incredibly frustrating to deal with. Good news! We've put together this guide to diagnose and resolve any call dropping issues.

Your internet connection

While your internet connection may have lightning-fast speeds most of the time, if your speeds are temporarily throttled, you may experience call quality issues. Here are options that may resolve jitter:
  1. If you're using WiFi, restart your router.
  2. Switch to a different internet source (e.g. WiFi to data or vice versa).

Your device

While the strength of the internet is the most likely culprit, it's also possible that the issue is due to the device itself. Here are a few things you can do on your device to help improve your call quality:
  1. If you're using a webphone,  your computer might be running any CPU-intensive programs in the background, try closing those programs.
  2. Try switching between other devices. 
  3. If you are using a deskphone or mobile app, Try completely powering down and restarting your device.

Software crashing

Software problems on your device with your browser or your operating system can cause issues with call dropping. Here are some tips to help resolve these issues:
  1. Restart your device
  2. Perform a hard reset/completely restart your browser
If these steps don't improve your call audio quality, we’ll need to investigate further. Please perform a line test through this website: https://mycloudspeedtest.com/. Submit a support ticket here, including a screenshot of the test and the following information, and we’ll look into the issue:
  1. Your Tele Express phone number
  2. The most recent three numbers you were on a call with when this issue occurred
  3. Approximate date and time of each call
  4. On which device are you experiencing the problem  (i.e., iOS, Android, Mac, deskphone)

 
 
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