Poor Call Quality
The overall quality of a VoIP call is closely tied to the strength of your device's connection to the internet. Issues like dropped calls, choppy audio, or one-way audio can often be directly linked to problems with the network your device is connected to. If you're experiencing poor call quality while connected to a WiFi or Cellular network, PrimeVOX recommends you check the following:
- Signal Strength - Be sure the WiFi or Cellular signal you're connected to is strong and that you're located relatively close to the WiFi access point or Cellular tower.
Heavy usage on an internet connection, such as streaming movies or gaming, while trying to make a VoIP call can affect call quality. Public spaces like shopping centers and airports may have strong WiFi connections, but the connection itself may be saturated by the number of devices connected to it and those trying to use it at the same time.
- Signal Quality - High Latency, Packet Loss, and Jitter on an internet connection can cause big problems. The higher these numbers are, the worst the quality of a call will be.
You can easily determine your internet's Latency, Packet Loss, and Jitter by using the FCC's Speed Test App.
Google Play Store: https://play.google.com/store/apps/details?id=com.samknows.fcc&hl=en
If you find that you're persistently having issues with your WiFi connection, we recommend you change your app settings to Prefer Mobile Data. This will prioritize the use of mobile data for making calls instead of a WiFi connection.
This can be done by opening the app to the Keypad screen and tapping the gear icon (iPhone) or three dots (Android Device) in the top righthand corner to get to Settings. From there, navigate to Preferences > Network > Network priorities for RTP > Prefer Mobile Data
Unable to Send or Receive Calls or Text Messages
A variety of different factors can cause your Softphone to be unable to send or receive phone calls or text messages.
- Permissions - Be sure all permissions are enabled. Optional permissions are access to your Contacts and Location data.
- Notifications - Double check your notifications to confirm the app is allowed to notify you of calls and messages.
Confirm the following settings are disabled.
- DND (Do No Disturb) - Confirm that the DND setting has not been enabled. It is also recommended you toggle on then back off to clear any background settings.
- Sleep (bedtime) Mode
- Battery Saver (low power) Mode
- Data Saver
If your device runs an Android operating system, you will need to check your settings so that both Allow background data usage and Allow data usage while Data saver is on are enabled under Mobile Data, the Optimise Battery Usage for Cloud Softphone is disabled under Battery, and Remove permissions if app isn't used under Permissions is set to disabled.
Still having problems?
If your still having trouble sending or receiving calls or text messages or poor call quality, please reach out to our support team at firstname.lastname@example.org or call us at (972) 600-1150.
Be prepared to provide Call Examples. A call example includes:
- Date of the call/message
- The time of the call/message
- The number that was called/messaged
- The number you called/messaged from
Our support team may also ask for SIP Logs for more advanced problems. To enable SIP logging opening the app to the Keypad screen and tapping the gear icon (iPhone) or three dots (Android Device) in the top righthand corner to get to Settings. From there, navigate to Preferences > Log SIP Traffic (iPhone)/Troubleshooting Log (Android) > Enable Toggle
Next, re-create the issue you're experiencing then share the SIP Log by navigating to Settings > SIP Log (iPhone)/Log (Android) > Share > Email email@example.com
Once you've shared the logs, you can disable SIP Logging.