Troubleshooting Call Audio Issues

Purpose: 

The purpose of this article is to provide direction to Outreach Admins in troubleshooting call audio issues experienced while using Outreach Voice. 

Intended Audience: 

• Outreach Admin

Notes: 

• Completing this process prior to contacting Outreach Support can assist in determining the root cause of a user's audio issue. Provide this information when submitting a support request if applicable. 
• This article addresses audio symptoms experienced while using Outreach Voice. For more information on call connection issues, such as dropped calls or calls not connecting, refer to the Troubleshooting Call Connection Issues article. 
• Completing this process requires Admin permissions. 
• Attempt to recreate the issue with known-good devices and connections if applicable. 
• Outreach does not support VPN configurations.
• Outreach advises users to complete, save, log, and close any important information prior to starting this process as system restarts and browser updates are required steps in the troubleshooting process. 

Before Starting this Process, the Admin has: 

• Disconnected any audio peripheral devices such as headsets and external speakers. 
• Tested with known-good devices, such as another headset, if applicable. 
• Confirmed the user has completed, saved, or logged any important information. 
• Determined if the issue is intermittent or consistent. 

Troubleshooting Call Audio Issues: 

1. Determine the symptom:

   If symptom is...	Then...
   1-way, no, or robotic/choppy audio	Access Incognito Mode. Proceed to Step 2.
   Echo or static	Proceed to Step 2.
   Call won't connect, call dropped	Proceed to the Troubleshooting Call Connection Issues article. No further action is required.
2. Determine if the issue is resolved:

   If the issue is...	Then...
   Resolved	Proceed to Step 4
   Not resolved	Clear browser cache. Update browser if applicable. Close any non-essential applications and tabs if applicable. Note: Streaming services and other resource-heavy programs can cause performance issues. Proceed to Step 3.
3. Test audio and determine if the issue is resolved:

   If the issue is...	Then...
   Resolved	Issue is related to browser configuration. Contact the network or system administrator for further direction if applicable. No further action is required.
   Not Resolved	Proceed to Step 4.
4. Determine how the user's audio is set up:

   If the audio is through...	Then...
   A headset	Disconnect the headset. Proceed to Step 5.
   External Speakers	Disconnect the speakers. Proceed to Step 5.
   Integrated (computer) speakers	Proceed to Step 6.
5. Test audio and determine if the issue is resolved:

   If the issue is...	Then...
   Resolved	Issue related to peripheral sound device. Contact the network or system administrator as applicable. No further action is required.
   Not resolved	Proceed to Step 6.
6. Run the Twilio Network Test and proceed based on the results:

   If newtork test...	Then...
   Passed	Proceed to Step 7.
   Failed	Contact Outreach Support. Include the completed troubleshooting steps in the support request if applicable. No further action is required.
7. Determine if a firewall is present:

   If a firewall is...	Then...
   Present	Disable the firewall. Proceed to Step 8.
   Not present	Proceed to Step 9.
8. Test audio and determine if the issue is resolved:

   If the issue is...	Then...
   Resolved	The issue is related to firewall configuration. Contact the network or system administrator for further direction as applicable. No further action is required.
   Not resolved	Proceed to Step 9.
9. Determine if a VPN is configured:

   If a VPN is...	Then...
   Configured	Disable the VPN. Restart the computer. Proceed to Step 10.
   Not applicable	Proceed to Step 11.
10. Test audio and determine if the issue is resolved:

    If the issue is...	Then...
    Resolved	The issue is related to the VPN configuration. Contact the network or system administrator as applicable for further direction. No further action is required. Note: Outreach does not support VPN configurations.
    Not resolved	Proceed to Step 11.
11. Determine how the user is connected to the Internet:

    If the user is connected via...	Then...
    WiFi	Connect via Ethernet if applicable. Proceed to Step 12.
    Ethernet	Contact Outreach Support. Include the completed troubleshooting steps in the support request if applicable. No further action is required.
12. Test audio and determine if the issue resolved:

    If the issue is...	Then...
    Resolved	The issue is related to WiFi connection. Contact the network or system administrator for further direction as applicable. No further action is required.
    Not resolved	Contact Outreach Support. Include the completed troubleshooting steps in the support request if applicable. No further action is required.

Additional Resources:

Outreach Voice Best Practices

Outreach Voice Network Requirements

Troubleshooting Call Connection Issues