Aircall voice connectivity occurs by transmitting audio through a server, known as a Media Server. These servers exist all over the world, at strategic locations.

The distance between the user and the Media Server is important. If the user is at too great a distance, the call quality may be degraded, since the data packets will need to traverse more servers and cabling to reach its destination. This can result in increased latency or unpleasant audio artifacts.

To ensure audio quality is acceptable, most users are dynamically routed to their nearest Media Server when a call is made. This is known as geo-routing. However, in some circumstances, this automated routing feature can work incorrectly, leading to an unpredictable Media Server selection.

While mis-routing is rare, it will last for the entire duration of a user's session. This means the degraded call quality which results will be present for the entire time that the Aircall application is open, and it may not be corrected until the user closes the application and re-opens it.

Roaming Selection

To combat this issue, a new feature has been added to the Desktop app, called Roaming. The intention of this feature is to function similarly to the roaming configuration in cellular devices, whereby the user can choose to lock their Media Server geographic location should they wish, or to enable dynamic routing if that is still preferable. The latter option may be useful for users who travel frequently and would prefer not to have to remember to update this setting each time they arrive at a new location.

The Roaming feature can be found within the Settings page. Click on Preferences and select Quality.

For users who haven’t already been assigned a Media Server, this setting will default to Dynamic. However, clicking on the setting will allow the user to change this value.

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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