Call Quality Overview

  • Updated

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.

Network Resources