Read the call quality panel and send logs to support

When a call sounds bad, the call quality panel in your app shows how the connection is doing as it happens. It gives you facts to share with support.

This feature needs the Communicator apps add-on on your account. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Open the panel

1. 1
   Step 1:

   Get on a call

   Place or answer a call. The Call Quality indicator shows only during a call.
2. 2
   Step 2:

   Expand the indicator

   Select the Call Quality indicator. It opens into a panel that keeps updating until the call ends.

What the rating means

The rating uses a score called MOS, from 1 to 5.

Your rating reflects how you sound to the other person, not how they sound to you. So if you show Excellent while their voice keeps breaking up, look for the problem on their side.

What the four numbers tell you

• MOS. The overall score. Above 4.0 is good.
• Latency. The delay in milliseconds. Above about 300 ms, conversations feel delayed.
• Jitter. How uneven the audio arrives, in milliseconds. High jitter sounds choppy or robotic.
• Packet loss. The percent of audio that never arrives. It's the most common cause of bad audio.

Send details to support

1. 1
   Step 1:

   Note the four numbers

   While the problem is happening, write down the rating, MOS, latency, jitter and packet loss, or take a screenshot of the panel.
2. 2
   Step 2:

   Open the logs

   Select the Help menu in the header, then Logs.
3. 3
   Step 3:

   Download them

   Use the search and category filter if you want to narrow the list, then download the logs.
4. 4
   Step 4:

   Contact support

   Send the numbers, screenshot and logs with the details listed in How to reach CallSprout support.

Some versions of the app can also export a call quality report for your recent calls. It may need a logging option turned on in your phone settings first. Ask support if you don't see it.