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How to improve Call Quality?

How to improve Call Quality when using Fastcall and Twilio

The Fastcall softphone uses your office internet connection to complete and receive phone calls. The softphone maintains the conversation using your browser. Softphones use the browser to communicate. We suggest the most recent version of Chrome (but not a beta.) Be mindful of open tabs in Chrome which will reduce available RAM and degrade call quality.

How to improve call quality in Fastcall and Twilio: Plug a quality, noise canceling headset, like this Jabra, into your USB port and you are ready to get started. We do not recommend earbuds or wireless headsets.

If you are having call quality issues, here are some tips to help you improve call quality in Fastcall and Twilio.

  1. To test the internet connection. We also give the link in the widget for the end-user.

YOU WANT TO TEST ALL FOUR OPTIONS: 

  1. Under Twilio Client
  2. Test Call and Bandwidth
  3. Under Network UDP
  4. TCP.

In the example below, the network is barely sufficient for the softphone. We like to see capacity for 2-3 times as many users as you have on the phone. If you have 10 users, you want to see bandwidth to support 20-30 users.

When a call is connected periodic messages verify that the call is alive. If these exchanges fail, it could indicate a problem with the connection to Twilio.

Next check your available Ram. There are a few Chrome plugins that do this for you. Open tabs in Chrome really eat RAM. And this degrades performance and can lead to poor call quality.

WHY DO CALLS FAILS? AND HOW TO IMPROVE CALL QUALITY IN FASTCALL AND TWILIO

Cell phones drop calls; and the number in “phone” could still be a mobile
Leads don’t always want to talk to reps and could hang up, or just not pay attention even for inbound calls. People get distracted.
Calls can fail due to issues w the reps phone, headset or PC if the issue is always isolated to one rep
When a call fails do to a software issue, it fails during “instructions” – We tell a call to do X, and there is a bug, so the call fails. This will not happen when the call is connected with no “processing”

Calls fail due to a network issue with the lead’s local carrier. Calls drop; just like websites can fail to load. If a drop happens 1 in 1000 times; that’s 99.9 uptime. If you are seeing 5 or 6 calls in 1000 drop, that is not good. 50 or 60 calls in 1000 is bad?

In this case you can open a ticket with Twilio if the issue seems persistent and is experienced by more than 1 user. Fastcall gives a page on the Call object to email a call sample to Twilio support and CCs Fastcall. This will open a call w Twilio. They may ask for several call samples.

 


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