App Call Quality Issues


From time-to-time, depending on how your device is connected to the internet, you may experience call quality issues. Some examples of poor call quality include call choppiness, delays, or even underwater/far sounding calls. Issues like these are typically due to the local network you are currently connected to and/or the device you are using.


If you are experiencing choppy audio, silence, or calls are dropping, please follow the steps below:


  1. Launch the UniTel Voice App
  2. From Keypad screen click Settings icon   (don't know how to access the support settings page? click here)
  3. Navigate to Preferences
  4. Update network setting to prefer Cellular Data
    1. On iOS (Apple) device, update the setting Network Priorities for RTP from the default “Prefer Wi-Fi to “Prefer Mobile Data”. Click Done in top right of App and you are returned to Keypad.
    2. On Android device, under the setting “Network” update the option “Network priorities for RTP” from the default “Prefer Wi-Fi” to “Prefer mobile data”.
       



After making the change described above, place a test call.  If the above change does not improve, follow the steps below.



CHECKING CALL QUALITY STRENGTH

There are different measurements that help determine the success of a VoIP call.

  * Signal Strength – strength from router
  * Packet Loss – should be 0%
  * Jitter – Under 40ms is considered excellent
  * Latency – Under 125ms is required
  * Codecs – both parties must properly negotiate codec


During a UniTel Voice app call, you are able to see the values of these measurements by swiping to the right, or by pressing the blue information icon as shown in the below. 




If your call is experiencing call quality issues, try moving to a location with better data connection.  Try turning off your Wi-Fi connection and testing on your cellular data (3G or 4G/LTE).  If the problem goes away, the issue is related to your Wi-Fi connection.



Here are a few things that may help you figure out why you are having trouble when connected to Wi-Fi:

  • Is there any current heavy bandwidth tasks running on your network (i.e. streaming music/video, downloading large files, etc.)?
  • Are you out of range or in weak signal spot? If you move closer to your router, you’re your call quality improve?


If you are in transit, you are likely changing cellular data towers.  This is known to cause issues, usually as a result of constantly changing from faster networks to slower networks. (i.e. from a 3g network to LTE or vice versa)


CHECKING YOUR NETWORK

If you are consistently having call quality issues, there is likely a problem with the network you are using.  Your router may be blocking VoIP traffic from passing through properly.

  • Do you experience these issues only on inbound calls?
  • Do you experience these issues only on outbound calls?
  • Do you experience these issues across all devices? (i.e. both your phone and tablet which are connected to the same wifi connection)

CHECKING YOUR DEVICE

If you believe that your wifi/internet connection should be sufficient and you are still experiencing call quality issues, then it may be that your device's CPU and RAM are being over utilized. Things to check are:

  • How many apps are running in the background? Does force quitting/closing out all other apps improve the quality?
  • Is your phone's CPU usage nearing max?
  • Is your phone's RAM utilization nearing max?


If you are having trouble with call quality, we ask that you call our Customer Support Team at 855-888-6423 x2, or chat with us online at login.unitelvoice.com.