Troubleshooting Voice Quality Issues

If you are experiencing issues with voice quality, please verify the router is configured for VOIP prioritization (VOIP QoS, Port Forwarding)​.

If quality issues persist, follow the troubleshooting steps below based on your experience:

• Hardware Troubleshooting
• Network Troubleshooting

Hardware Troubleshooting:

Networking and LAN Issues ​

• Check equipment wiring​.
• Ensure hardware is plugged in correctly​.
• Unplug the connections from the router and phone, leave them unplug for 10 seconds and plug them back in.​

Echo

• Cover the phone mouthpiece. If the echo stops, turning down the earpiece or speaker volume might help.

Poor Audio Quality​

• Turning down the earpiece or speaker volume might help.​

• Remove any devices in the middle like extenders or network hubs.​

• Upgrade old equipment like old headsets or handsets.

Buzzing

• Keep your phone away from other devices, especially Wi-Fi-enabled devices or power cables.​

Delay in Voice

• Avoid using damaged and/or long wires.​

• Remove any devices in the middle like extenders or network hubs.​

• Upgrade any old equipment like old headsets or handsets. 

Network Troubleshooting:

Internet

• Voice quality issues could be related to your internet bandwidth. Verify that your bandwidth meets or exceeds the requirements for RevenueWell Phone. Click here to access a list of internet bandwidth requirements. 
• Verify with ISP that the internet connection is ideal for audio and video conferencing.
• Upgrade internet bandwidth with ISP when needed.

Verify Ports are Open:

• If outbound ports are blocked, it can cause issues with voice quality, screen pop functioning, and other backend phone services. The ports used are:
  • 8443 - For api connectivity from web interface to backend
  • 5443 - Websockets: needed for screen pop
  • 5065 - Webrtc: webphone
  • 7000
• Test your ports availability by clicking on the following links:
  http://portquiz.net:8443
  http://portquiz.net:5065
  http://portquiz.net:5443
  http://portquiz.net:7000
  
  • A successful test should return:

• If ports are blocked, complete the following:
  • Whitelist the following URLs:

    • *.revenuewell.com

    • *.revenuewell.net

    • *.patientconnect365.com

    • *.rwlogin.com

    • rwlogin.com

    • patientconnect365.com

    • *.pubnub.com

    • *.pndsn.com

    • *.pubnub.net

    • *.pubnubapi.com

• • Open the following ports: 
    • 8443 
    • 5443 
    • 5065
      
    • 7000

If quality issues persist, collect the following information: 

1. Results of internet speed test 
2. Copy of the results from the port availability test 
3. Example(s) including:
   • Time and date of the call(s) experiencing quality issues
   • Phone number calling
   • Issue experienced

Email this information to Customer Support at support@revenuewell.com for further assistance.