Audio Quality Issues

Audio quality issues can sometimes be easy or difficult to troubleshoot, but they can never be resolved if the necessary information isn't provided to us.

MUST PROVIDE THE FOLLOWING

1. Party members of the call
   1. Number that called and/or was called as well as the extension number involved
2. Date and time of the call
   1. Without this we will struggle to identify the proper logs to use in troubleshooting your issue. At any given second our servers 
3. Description
   1. Was is choppy, static or echoing. Does it happen on every call or just some random ones or only in the morning or only when calling a specific person or only on calls from/to a specific extension

Basic Lookup

We will attempt to resolve call quality issues that you experience, but if the call is a one off, or just a little choppy on a couple calls, there isn't much we can do about this as 99% of the time it is related to your internet service. We will still always look into the issue, but if the issue isn't persistent or major it is extremely difficult to identify a pattern or  isolate the cause of the issue. So the more details you can provide the better our odds will be at resolving the issue. 

If the issue isn't heavily impacting the service and/or other users/customers it may take 24+ hours to look into the issue. 

Quick Fix Solutions

1. Reset your phone by removing the network/power cable for 5 seconds, then plugging it back in
2. Find a pattern
   1. Call direction: Does it happen only on outbound or inbound calls or both
   2. Width of issue: Is it occurring only with your phone/extension, are a few others experiencing the issue or is everyone experiencing the issue
   3. Party members: Does it happen with all calls or only calls with specific party members
   4. Other impacts: How is the performance of everything else on the network, go to youtube.com and verify videos are playing quickly and smoothly.
   5. Are you using a headset? Try disconnecting the headset and see if the issues continue
   6. Has anything in your network changed recently
      1. Power outages, new equipment, updates ect...

For direct support in troubleshooting these issues send an E-Mail with details to Support@TheDCSGroup.net and for more urgent issues feel free to text us at 719-247-7417 which is notify advanced staff and automatically create a   level 2 ticket.