Plan requirement
| Subscription | Any plan |
| Access | Admin |
Choppy or delayed audio is nearly always the network, and usually at one specific end. Six checks in order.
Symptoms
- Audio breaking up or dropping words.
- A delay that makes both sides talk over each other.
- Echo, or one side hearing themselves.
- One agent affected and not others.
Resolution steps
1. Is it one agent or everyone
The question that halves the problem. One agent points at their setup; everyone points at the network or the connection into your building.
2. Wifi
The most common single cause. Move the agent to a wired connection for one call. If it clears, it was wifi, whatever the speed test says.
3. The headset
Echo is usually a laptop microphone picking up the laptop speakers. A headset removes it. Poor microphones also produce audio the caller finds hard to follow while sounding fine locally.
4. What else is on the connection
Backups, large uploads, video calls. Quality that degrades at the same time each day points here.
5. The browser
Thirty tabs and several applications compete for resources. A browser restart is a legitimate first step, not a fob-off.
6. Both directions
Ask whether it is the agent hearing badly or the caller. Different directions point at different ends, and it is the question people forget to ask.
Where SIP-IN is involved
The call passes through your own telephony first, so quality problems can originate there. Rule out the agent's setup, then involve whoever runs that side.
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