No one likes dealing with call quality issues, but the faster we can pinpoint the cause, the quicker we can resolve the problem. Follow these steps to help us diagnose and address your issue effectively.
If you experience call quality issues, use the Call Quality Report button in OktoRocket to mark the impacted calls. Be sure to include at least two
call examples with details such as the date, time, and nature of the issue. This allows us to analyze the specific call data and identify any trends or underlying problems.
To help us investigate, please provide the following details:
When did this issue start? Knowing the timeline helps us check for potential network or provider issues.
Is this happening with inbound and outbound calls? This helps determine if the problem is on your network, the caller’s network, or our VoIP provider’s end.
Does this happen on all extensions? If only certain extensions are affected, this could indicate a localized issue.
While we investigate, here are some quick troubleshooting steps you can try:
Check your network connection: Ensure your internet speed is stable and not congested.
Restart your VoIP device: Rebooting your phone or softphone app may resolve temporary issues.
Test other devices: See if the issue persists on different phones or networks.