Jitter is one of the main causes of reduced call quality for VoIP and internet-based phone systems. This occurs when data packets are sent out of order by your network. Jitter can cause a degradation in audio quality when on a call in Lead Center.

Jitter is measured in milliseconds, with acceptable network jitter being below 30 ms. Higher levels of network jitter can result in multiple connectivity problems such as choppy audio, delayed or dropped calls, audio with distortion, static, or echoes.

Reducing jitter on your network

First, we recommend placing several test calls while troubleshooting. Perform a network test that reports on jitter of your network using this open source tool. If your jitter measurement is above 30 ms, we recommend trying the following steps.

  1. Connect to the 5GHz band of your wireless network.

  2. Connect to your computer using an ethernet cable.

  3. Reduce the amount of devices connected to the network.

  4. If your network has a Quality of Service (QoS) feature, prioritize the device you are using for Lead Center on your network.

If you have attempted these steps and are still experiencing call quality issues like choppy, distorted, or echoed audio, please reach out to your internet service provider (ISP) so they can troubleshoot your network further.

If you are still experiencing call quality issues after troubleshooting and reaching out to your ISP, please send several call examples to our Support team so we can investigate further.

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