Dialer Troubleshooting Guide

Great call quality is key to delivering a great customer experience, and our goal is to deliver a high quality calling experience. Network related quality issues could appear to Mixmax users as:

  • Delayed audio
  • Robotic audio
  • One-way audio
  • Dropped calls
  • An error when trying to connect the call such as:

We could not connect this call due to network issues. Please check your network and try again. Learn more or contact support@mixmax.com.

When it comes to calling issues, there could be several factors at play. Below you can find trouble shooting tips and recommendations for the best quality experience.

Check your network configuration

1) Run this test to make sure your connection can successfully support making calls https://networktest.twilio.com/ . If the test passes but you still encounter issues with making calls, continue below.

2) If you're connected to a VPN or on a secure network (in the office), work with your network administrator to whitelist and prioritize the appropriate Twilio IP addresses found here. Without prioritizing Twilio traffic, you may continue to encounter call quality issues.

Optimize your network connection

It's important to work from a stable network when making calls. The minimum network requirement for an average call is as follows:

Provided by Twilio

Note: this is the bandwidth required per user, per call. If 10 users on the same network make a call at the same time, your network will need to support 1Mbps. This could be common in an office setting, which is why prioritizing Twilio traffic with your network admin is recommended.

In order to optimize your network connection for improved call quality, we suggest:

  • An ethernet connection will be more reliable than a Wifi network. If you have the option between the two, opt for the ethernet connection.
  • If you are connected to a Wifi network:
    • Connect to a high bandwidth network (avoid mobile or public networks)
    • Try to work on networks with fewer devices actively connected to it (personal vs public coffee shop)
    • If you are on a personal network, prevent other apps and devices from running high bandwidth processes while you are making calls (streaming, transferring large data files)
    • Try to work closer to the router and utilize appropriate WiFi bands (select 5GHz for short distances and 2.4GHz for long distances)

Optimize your device set up

  • Make sure your Chrome browser is up to date. Twilio does not prioritize support for older versions of Chrome other than the current and most recent, so it is important to keep Chrome updated.
  • Minimize the number of concurrent applications and windows running while you are making calls so they do not consume CPU resources.
  • We recommend using USB connected headsets over bluetooth headsets to reduce latency and quality issues.

Other resources

Twilio's guide with recommendations for setting up the firewall and other aspects of the network for optimal performance with the Client: https://support.twilio.com/hc/en-us/articles/223133127-Twilio-Voice-JavaScript-SDK-Deployment-Best-Practices

Twilio's network requirements: https://www.twilio.com/docs/voice/sdks/network-connectivity-requirements

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