When voice calls exhibit problematic symptoms, such as lag, audio artifacts or even call setup failure, the cause is likely to be due to poor network conditions. Since the Internet has been designed for multi-purpose data transport, it is not always ideal for voice calls. Streaming movies may work wonderfully, while telecommunications may be temperamental at best. The reason for such issues is due to the real-time nature of voice calls.

When watching a movie, your computer is able to buffer additional data as the movie streams. This means, your computer may already have an additional fifteen minutes of viewing stored within its memory, beyond the segment you are currently watching. If during your stream, your Internet exhibits a problem, this will likely be unnoticeable, since your computer will have plenty of pre-buffered content to serve until the internet regains its footing.

Making voice calls is slightly different. The nature of a voice call means there are very minimal tricks your computer can perform to improve call quality. The audio content from each member within a call is required to reach its recipient as quickly as possible, or latency will noticeably occur. As such, voice calls expose every ugly blemish of your network's connectivity, from the headset you use to the quality of service provided by your ISP.

There are numerous issues that can occur with a connection, including but not limited to:

  • speed

  • bandwidth

  • connection reliability

  • packet transfer reliability

  • packet quality

  • packet format options

Each nuance of your call may impact it slightly differently, with some issues being more noticeable than others, and each nuance accumulating to larger problems.

Finding Network Issues

Understanding where problems originate on your network can be tough, since different issues may result in very similar call quality symptoms. Finding faults, and fixing them, requires a certain amount of triage and perseverance. To this end, Aircall has introduced a Network Diagnostics panel within the application settings.

The Network Diagnostics panel is a tool that performs analysis on the current user network.

How to open the Network Diagnostics section

  • Open the Desktop or Web App.

  • Click on your User Icon on the bottom right-hand corner to open Settings.

  • Select Preferences and click on Quality.

  • Under the Quality section, click on Network Diagnostics.

  • Select Run Diagnostics.

  • A popup window will appear to inform you that when running diagnostics, you will hear a repeated sound. Select OK to confirm.

Clicking the Run Diagnostics button will execute a number of processes that simulate conditions during a voice call and analyze the data throughput.

The tests performed may take a little time, but once complete, they will output a number of values pertaining to each identifiable characteristic of your network quality. Here, values that are presented in green are considered as being within an ideal range for voice calls, while values in red may identify a potential concern.

⚠️ Note that, while network conditions contribute to a larger portion of your call quality experience, these diagnostics will not be able to identify issues relative to hardware external to your connection, such as a faulty headset.

Still in need of assistance? Please feel free to reach out to the Support Team and

we will be happy to assist!

Did this answer your question?