Summary
Call quality problems are usually caused by a small number of common issues. This article helps you quickly work out whether the issue is with your device, your internet connection, or something KTS needs to investigate.
Who this is for
Anyone experiencing poor audio on calls, one way audio, call drops, echo, or robotic-sounding voices on VoIP or Microsoft Teams calls.
Common symptoms and likely causes
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Robotic or choppy audio usually points to a network or Wi-Fi issue
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One way audio is often a headset or microphone issue, or a firewall issue
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Echo is usually caused by a device picking up its own speaker, often a laptop without a headset
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Calls dropping after a short time can be a network, device, or platform issue
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Calls ringing but not connecting can be a routing issue
First checks
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Try the call again using a headset if you were using laptop speakers and microphone.
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Move closer to a Wi-Fi access point, or connect to a wired network if possible.
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Close other heavy applications, especially video, backup, or large uploads.
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Restart the device if it has been on for several days.
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Try a test call to a colleague to see if the issue is the other party or a general problem.
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Check if other users in the office have the same experience at the same time.
What KTS may need from you
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The exact time of the affected call
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The caller and called numbers if relevant
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Whether the issue happens on wired, Wi-Fi, or both
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The device and app used, for example handset, Teams desktop, Teams mobile
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Whether the issue is on outbound, inbound, or both
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How often it is happening
When to contact the service desk
Contact the service desk if call quality problems are affecting more than one user, if they are recurring on the same line or extension, or if one way audio, dropped calls, or echo cannot be resolved by switching devices or networks.