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Call Quality

  • Can Plivo record audio for debugging purposes?

    Plivo can capture audio from voice calls for debugging purposes. The process is like recording a call, but at the raw packet level. Only Plivo’s support team has access to the audio; our team uses it to debug any issues you report. All access to audio captures is logged for audit purposes. Audio captures are automatically deleted after 30 days.

    You can enable or disable audio captures in the Consent for Media Files setting on the Voice > Other Settings page of the console. We recommend enabling this option before reporting call disconnections or DTMF or call quality issues to our support team.


    You may need to obtain consent from your customers, depending on your local laws, before enabling this feature. Please consult with your legal counsel to ensure you are compliant with all applicable laws before enabling audio capture for your account.

  • Troubleshooting quality issues on a call

    If you’re having call quality issues, try troubleshooting the issue by following these steps.

    • Check whether your device’s microphone and headset are working properly.
    • Check whether there is enough bandwidth on the network for your call. 
    • Check whether the bandwidth available is enough for the number of simultaneous calls happening on the network.
    • Are voice packets prioritized over the data packets? If not, for better call quality we suggest prioritizing voice packets over data. 
    • Are the endpoint users running any other applications or websites that are consuming the available bandwidth?

    If you still experience call quality issues, please open a ticket with the Plivo support team

  • Why is there an echo on my calls?

    There are a few reasons why you might be hearing an echo while on a call. 

    • Latency
      • from the caller to the Plivo platform or
      • from Plivo to the underlying carrier or 
      • from the underlying carrier to the call recipient
    • Jitter 
    • Headset or microphone issues
    • The caller is close to the call recipient
    • Other telecom factors involved in a call

    Please create a ticket with Plivo’s support team with call samples if you experience echo on your calls.

  • Why do my calls sound choppy?

    VoIP call quality depends on the following factors: 

    • Caller and receiver network connection
    • Local network setup
    • Caller’s and receiver’s phone networks
    • Headset
    • Plivo’s underlying carrier

    Check the factors that can be diagnosed on your side, and if you can’t resolve the issue, please create a ticket with Plivo support.