This article outlines recommended steps to troubleshoot call quality issues experienced on supported desk phones, including desk phones provisioned with the DialLink app.
Network and internet connection
Most desk phone call quality issues are caused by network instability. Start by checking your network setup.
Recommended steps
Use Ethernet instead of Wi-Fi: Wired connections provide more stable performance and reduce jitter and latency.
Test network speed: Use Speedtest by Ookla to check speed, latency, and stability.
Reduce network overload: Limit bandwidth-heavy activities such as downloads or video streaming on the same network.
Check network equipment: Ensure switches and routers are functioning properly and not overloaded.
Turn off VPNs or firewalls that inspect VoIP traffic: These can introduce latency or packet loss.
Device and hardware performance
Hardware setup and device health can directly affect audio quality.
Recommended steps
Check physical connections: Ensure all cables between the handset, base unit, power supply, and Ethernet switch are secure.
Restart the device: Perform a full power cycle to clear temporary issues.
Update firmware: Make sure the desk phone is running the latest supported firmware version.
Check for electrical interference: Keep cables away from power adapters, monitors, and fluorescent lighting.
Phone provisioning and configuration
For desk phones that were not provided with a pre-provisioned DialLink app, make sure the device is properly provisioned and registered. Incorrect provisioning or configuration can affect call behavior and call quality.