Excellent call quality is critical 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:
Audio cuts out
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 [email protected].
When it comes to calling issues, several factors could be at play. Below are troubleshooting tips and recommendations for the best quality experience.
Check your network configuration
Run this test to make sure your connection can successfully support making calls: https://networktest.twilio.com/. If the test passes, but you still have issues with making calls, please continue below.
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. Without prioritizing Twilio traffic, you may continue to encounter call quality issues.
Optimize your network connection
It's essential to work from a stable network when making calls. The minimum network requirement for an average call is as follows:
To optimize your network connection for improved call quality, we suggest the following:
An Ethernet connection will be more reliable than a Wi-Fi network. If you can choose between the two, opt for the Ethernet connection.
If you are connected to a Wi-Fi network:
Connect to a high bandwidth network (avoid mobile or public networks)
Try to work on networks with fewer devices actively connected to them (personal vs. public coffee shops).
If you are on a personal network, prevent other apps and devices from running high bandwidth processes while making calls (streaming, transferring large data files).
Try to work closer to the router and utilize appropriate Wi-Fi bands (select 5GHz for short and 2.4GHz for long distances).
Optimize your device setup
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 to reduce latency and quality issues.
A headset is preferable to a built-in microphone.
Try to reduce the ambient noise from, e.g., a fan working nearby.
Some microphones have a hardware button for muting; we recommend checking beforehand to make sure it is not muted.
Check the software settings to make sure the correct speakers and microphone are selected.
If you use a hardware headset, ensure it is attached properly.
A microphone placed too close to the mouth can cause clipped audio - check and adjust the distance between the microphone and your mouth if needed.
Check out these resources: