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:

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

• If the person on the other end of the call is hearing you echo, cover the phone mouthpiece. If the echo stops, turning down the earpiece or speaker volume might help. 

• If you are hearing the person on the other end echoing, ensure they don’t have the call on speaker phone or are in an enclosed space, like a car.

Poor Audio Quality​

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

• Test if this happens when eliminating any extra switches/hubs on the network

• If this issue only happens on a headset/handset, test with another headset/handset and/or speaker phone.

• If the call is popping or cutting in and out this issue will be related to cabling, network, or internet issues.

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.​

• Test if delay in voice happens when eliminating any extra switches/hubs on the network. 

• If all of the above has been validated and/or if all devices are affected, refer to the Internet and Network Troubleshooting sections.

Internet: 

• Voice quality issues could be related to your internet bandwidth or consistency (jitter). 
  • Verify that your bandwidth meets or exceeds the requirements for RevenueWell Phone. Click here to access a list of internet bandwidth requirements. 
  • Jitter that exceeds 40ms will cause severe deterioration in call quality. The lower the jitter count the better the call quality. 
• Verify with ISP that the internet connection is ideal for audio and video conferencing.
• Upgrade internet bandwidth with ISP when needed.

Network Troubleshooting:

NAT Configuration Requirements

• Ensure that you do not have a double NAT by referring to the NAT Configuration Requirements page.

Verify Ports are Open:

• Refer to Advanced Network and Firewall Settings before continuing with the rest of the list. 
• You can test your port’s availability by clicking on the following links: WARNING: Depending on your firewall rules, these tests may give false negatives. 
  • http://portquiz.net:5060 
  • http://portquiz.net:5061 
  • http://portquiz.net:5443 
  • http://portquiz.net:7000 
  • http://portquiz.net:7001
• A successful test should return:

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.