Troubleshooting: Call quality issues on desktop application

Overview

The Spoke Phone desktop application provides a premium quality of calling for Spoke users. However, Spoke Phone's call quality is a product of the network environment and computer operating system.

WiFi Requirements

If you are using Spoke Phone with Fibre or NBN, with fast internet speeds you should have reasonably good quality calls, most of the time. In order to test this, you can use the following test to measure the quality of your network:

  • Run this DSL speed test, the same 2 times a day for one week.
    • To determine a quality network, you'll need the following results:
      • Overall: Minimum of an A result required
      • Bufferbloat: Minimum of an A result required
      • Quality: Minimum of an A result required

To get excellent call quality on all your calls, and prevent missed calls - we recommend you enlist the help of a local IT professional and get your WiFi and router configured to meet Spoke Phone's WiFi requirements for good call quality.

Other potential issues

99% of the call quality issues our customer's experience are caused by their own WiFi network. These call quality issues are typically resolved when the WiFi network has been configured and set up according to Spoke Phone's WiFi requirements

If you have ruled out your network as a cause of poor call quality issues, we recommend checking the list of other potential causes in the table below. 

 

Potential causes How to test/resolve
Bluetooth/Wired headsets

We recommend a number of wired headsets for Spoke Phone. Bluetooth headsets are known to produce call latency issues and are not recommended. 

SDK voice region

Open the Spoke Phone app and tap the person icon.

Go to Settings > My call quality > Select closest voice region.

Ensure it is set to the geographically closest region.

Alternatively, you can try setting it to Global. This will use some routing trickery to determine the closest region, however about 1-2% of the time this is not reliable.

Forwarded calls

If any of your company phone numbers are still with another provider and are being forwarded to Spoke Phone, this will cause call quality issues. 

Test by having a colleague call you several times on the number that is being forwarded, note any call quality symptoms.

Then have the colleague call you on any of your Spoke Phone numbers, or simply make a call out from Spoke Phone, note any call quality symptoms. 

We recommend porting your numbers or setting up a network-level diversion to resolve. 

Out of date App version Ensure you have the latest Spoke Phone application downloaded.
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