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How do I troubleshoot call quality issues when making calls from my Mobile App?

The UniTel Voice Mobile App requires a strong WiFi connection to ensure call quality. 

Call quality is the backbone of our business. Our team uses the UniTel Voice Mobile app every day to serve hundreds of customer calls and communicate internally across our company. 

We can assure you that if you have a strong WiFi connection your calls will be crystal clear. However, without a reliable WiFi connection, there’s no guarantee you won’t run into trouble. 

If a strong Wifi signal is not available, your Mobile App can use your cellular data as long as you have a strong 4G/LTE connection. 

If neither a strong WiFi signal nor a strong cellular data signal is available, we recommend disabling your Mobile App and forwarding calls directly to your cell phone number.

In this article, we’ll cover how to:

  • Assess the quality of your WiFi connection
  • Switch to using cellular data if WiFi is weak or unavailable 
  • Disable your Mobile App and forward calls straight to your cell phone 

Assessing Your WiFi Connection 

For the best user experience, we recommend using a strong WiFi connection for making and receiving calls on your Mobile App. Follow the steps below to check your App's WiFi connection and ensure you have the strong signal needed for reliable VoIP calls.

Step 1: Make sure you have a strong WiFi connection. 

1. Make sure you have turned “ON” your device’s WiFi and the signal is strong.

2. Open your Mobile app and make sure the UniTel Voice logo is green. Green indicates a connection to either WiFi or your cellular data. If it’s red, you’re not connected.

Step 2: Test your WiFi connection within your Mobile App.

1. Click your “Keypad” and place a call. 

2. While on the call click the info icon “ⓘ” in the upper right corner to reveal your signal strength and connection details.

3. Here’s what you want to see: Signal Strength at 5 bars, Jitter at 40 ms or less, and Packet Loss at less than 1%.

Step 3: If your WiFi connection is weak reset and restart. 

1. Often, simply closing out of the app, turning your device off and on, and restarting your router will fix connectivity issues.

When you attempt to hard reset your router, be sure to completely unplug the router from its power source and wait 60 seconds before plugging it back in.

Note: Don't forget, not all WiFi networks are created equal. So while you may have great call quality at the office and at home, chances are your local coffee shop's network isn't quite strong enough for VoIP calls. 

2. If your WiFi signal remains weak, we recommend you switch to using your cellular data or forward your calls straight to your cell phone. 

Instructions for both are below.


Switching To Cellular Data

If a strong WiFi signal is not available you have the option to use your smartphone's cellular data to make and receive calls on your Mobile App. Follow the steps below to check your App's cellular data connection and ensure you have the strong signal needed for reliable VoIP calls.

Step 1: Make sure you have a strong cellular data connection. 

1. Make sure you have turned “OFF” your device’s WiFi and the cellular data signal is strong.

Note: If there is no WiFi signal within the range of your Mobile App, it will automatically switch to using your cellular data. However, if the WiFi signal is weak, it’s best to completely switch off your smartphone's WiFi so your App is forced to use your cellular data.

2. Open your Mobile app and make sure the UniTel Voice logo is green. If it’s red, you’re not connected.

Step 2: Test your cellular data connection within your Mobile App.

1. Click your “Keypad” and place a call.

2. While on the call click the info icon “ⓘ” in the upper right corner to reveal your signal strength and connection details.

3. Here’s what you want to see: Signal Strength at 5 bars, Jitter at 40 ms or less, and Packet Loss at less than 1%.

Step 3: If your cellular data connection is weak close out and restart. 

1. Often, simply closing out of the app and turning your device off and on will fix connectivity issues.

2. If your cellular data signal remains weak, we recommend you temporarily disable your Mobile App and forward your calls straight to your cell phone. 

The instructions are below. 


Forwarding Calls Straight To Your Cell Phone

If neither a strong WiFi signal nor a strong cellular data signal is available, we recommend putting your Mobile App on Do-Not-Disturb and forwarding calls directly to your cell phone number. That way incoming calls can be answered on your cell phone using your Talk Data like regular calls without relying on a WiFi connection or your cellular data signal. 

Step 1: Open your Mobile App and click the “Virtual Office” button to access your phone system’s online management portal.

Step 2: Click the “Hamburger navigation” button and then click “Extensions”.

Step 3: Scroll down until you see your personal Employee Extension and click “Edit”.

Step 4: Scroll down to Forwarding Extensions & Numbers and click “Add a forwarding number”.

Step 5: Enter your cell phone’s number and click “Create”.

Step 6: Now scroll back up to the top and click “Save & Close”

Step 7: Click the Green Logo button at the top left corner of your App to access Do-Not-Disturb.

Step 8: Click the Do-Not-Disturb toggle to "ON".

And you're done. 

Note: Now incoming calls can be answered on your cell phone like regular calls without relying on a WiFi connection or your cellular data. And now that you've set up your cell phone number as a backup, going forward all you have to do is to toggle your Do-Not-Disturb "OFF" (to answer calls on your app) or "ON" (to answer calls on your cell phone).