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Call Quality issues

  • Can I record audio for debugging purposes?

    Yes. Plivo can capture audio from voice calls for debugging purposes. The process is like recording ac all, but at the raw packet level. This can allow for better debugging of quality issues. 

    Once enabled, raw RTP packets for each call are saved to your account. Currently, we are unable to share these packets with you or your end customers. Only Plivo’s Support Team will have access to the audio; it will be used by our team to debug audio quality issues. In the future, we hope to enable access to audio packets via the Plivo console. 

    To enable audio capture, you must provide written consent to the Plivo Support Team. Once enabled, all access to the audio captures are logged for audit purposes. Audio captures are automatically deleted after 30 days.

    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. If none of these efforts improves the call quality, please open a ticket with the Plivo Support Team. 

    • Check your internet connectivity and make sure you are using a congestion-free network if you are using Plivo endpoints to make or receive calls.
    • Check whether your device’s microphone & headset are working fine.
    • Check if there is enough bandwidth on the network for your call. 
    • Check if 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?

    Check these features, and the issue is still not resolved, contact Plivo’s Support Team so that we can help you troubleshoot and improve the call quality.

  • 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 callee
    • Jitter 
    • Headset or microphone issues
    • If the caller is close to the callee
    • Other telecom factors involved in a call

    Please create a ticket with Plivo’s Support Team with call samples if you face any 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 and receiver’s phone network
    • Headset
    • Plivo’s underlying carrier

    Please check any of the factors that can be diagnosed on your side, and if that doesn’t resolve the issue, please create a ticket with Plivo Support.