How do I fix choppy or one way audio?

Choppy audio means words drop out or voices sound robotic. One way audio means only one person can hear the other. Both can trace back to the network between your phone and CallSprout, so most of the fixes start there.

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

Checks anyone can do

1. 1
   Step 1:

   Spot the pattern

   Notice whether it happens on every call, at certain times of day, on one phone or app, or only with certain people. Write down the date, the time and the number you were calling.
2. 2
   Step 2:

   Try another connection

   If you're on Wi-Fi, move closer to the router or use a network cable. A wired connection can help.
3. 3
   Step 3:

   Pause heavy network use

   Stop large uploads, downloads and video streams while you test a call.
4. 4
   Step 4:

   Compare devices

   If you have both a desk phone and Communicator, place a call on each. If only one has the problem, tell your admin which one.

If you use Communicator, open the call quality panel during a bad call and take a screenshot. It shows the numbers support will ask about.

Checks for your admin or IT team

Voice priority settings on your router or firewall are one step. The network checklist lists them, along with firewall rules and bandwidth planning.

Run the connection test from a computer on your office network to see your speed, latency, jitter and packet loss.

For one way audio, ask your IT team to go through the whole network checklist, including the firewall rules and the SIP ALG item. Then contact support.

When to contact support

Contact support if the problem keeps happening after these checks. Include:

• The extension and the device or app you used.
• The date and time of a bad call, and the number you called or that called you.
• Whether you heard choppy audio, or one side heard nothing.
• A screenshot of the call quality panel, if you have one.
• Anything your IT team changed on the network.