Call Quality Overview
    • 08 Feb 2024
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    Call Quality Overview

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    Article summary

    Call quality is crucial for Dialpad, as it allows for seamless communication. However, external factors can impact call quality. HD Calling breaks down voice into packets that travel through various internet paths to reach Dialpad's servers and the final destination. Unreliable networks can disrupt the reassembly of these packets, affecting call quality. Factors such as network optimization, internet connection, and router settings also play a role. The main culprits of poor call quality are latency (causing delays), jitter (resulting in choppy audio), and packet loss (leading to audio drops). Dialpad offers a system test to assess call quality and a Quality of Service Dashboard to monitor and troubleshoot issues. Users can rate calls to provide insight into network performance.

    Call quality is the backbone of Dialpad. Without it, the freedom to connect everyone, be everywhere, and create anything doesn't stand a chance. And while we push ourselves to deliver the most reliable, highest quality voice system out there, outside factors can still affect the quality of your call. 

    Call quality factors

    HD Calling (also known as VoIP) breaks the sound of your voice into thousands of packets. These packets traverse various paths on the Internet to Dialpad's servers, and then onto their final destination where they're reassembled. 

    Without a reliable network, there's no guarantee that those packets can be reassembled in the right order or even arrive at all. Don't forget - not all networks are created equal. So while you may have great call quality at the office, chances are your local coffee shop's network isn't optimized for HD Calling. 

    And it's not just your local network that can affect call quality (although that plays a major part). Your internet connection and your router settings also need to be factored in. 

    Common culprits

    The three most common culprits of poor call quality are Latency, Jitter, or Packet Loss.

    Latency: The amount of time it takes for a block of information (a packet) to travel across your network. Callers recognize latency as a delay in their audio. 

    Jitter: A change in the amount of time it takes for a packet to travel across your network. Callers recognize jitter as choppy audio.

    Packet Loss: When packets are inadvertently dropped during their travel across your network. Callers recognize packet loss as a drop in audio.

    System test

    If you are experiencing sub-par call quality, it's a good idea to run Dialpad's System Test.

    It only takes a few minutes, and will check your throughput, call quality, device state, and much more. 

    Quality of Service Dashboard

    Dialpad's Quality of Service (QoS) Dashboard helps you proactively monitor and troubleshoot call quality.

    This dashboard is a visualization of all calls, (including those rated by end-users). At the end of each call, Dialpad users can rate the call using a 1-5 star rating which correlates to a Mean Opinion Score (MOS) and provide amazing insight into your network's performance.

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