🔊 1. Troubleshooting Call Quality Issues (Choppy Audio, Echo)
Most call quality issues stem from local network performance (router, modem, or firewall).
Quick Fix Checklist
- Check Internet Speed: Ensure your connection is stable and provides at least 100 kbps up/down per concurrent call.
- Power Cycle: Unplug the power from your modem, router, and VoIP phone in that order. Wait 30 seconds, then plug them back in one at a time, allowing each to fully restart. [Image of network diagram showing VoIP components (Router, Phone, Server)]
- Test Network Port: Try connecting the phone to a different Ethernet cable or network port to isolate cabling issues.
- Check Firewall/SBC: Verify that your firewall is not blocking VoIP traffic (SIP port 5060 and RTP ports 10000-20000).
⏺️ 2. Setting Up Call Recording
Call recording is essential for training, compliance, and quality assurance. Recordings can be enabled globally or per user/extension.
Enabling and Accessing Recordings
- Navigate to Phone System > Settings.
- Locate the Call Recording option and set the recording type (Always, Never, or On Demand).
- To access recordings, go to the Call History tab. Recordings are automatically saved and linked to the corresponding contact record.
- Storage and Retention: Recordings are stored securely in the cloud. Check your plan details for specific retention limits before they are automatically archived.
⚠️ Legal Reminder:
Be sure to comply with all federal and state laws regarding call recording, especially two-party consent states. This often requires playing a warning message to the caller.
💬 3. Enabling Call Transcription
Call Transcription converts recorded calls into searchable text, allowing you to quickly review conversations without listening to the audio.
How to Use Transcription
- Prerequisite: Call Recording must be enabled for transcription to function.
- Activation: Transcription can be enabled for all recorded calls in the Phone System > Settings > Transcription panel.
- Viewing: The transcript appears as a searchable text block directly below the audio file in the Call History and contact record timeline.
📩 4. Configuring Voicemail & Greetings
Customize your greetings and set up notification rules so you never miss an important message.
Voicemail Setup Steps (Per Extension)
- Go to Users, select your extension, and click the Voicemail tab.
- Record Greeting: Upload a custom .wav file or record a greeting directly using your phone.
- Notifications: Configure notifications to receive voicemail alerts and audio files via email or the mobile app.
- Voicemail-to-Email: We recommend enabling this feature to receive transcribed and audio messages directly in your inbox.
↩️ 5. Automated Missed Call Text Back
Automatically send an SMS response to callers who hang up without leaving a voicemail, ensuring no lead is left waiting.
Activating Auto Text Back
Configuration Notes:
- This feature is managed in Automation > Missed Call Flows.
- You can fully customize the SMS message (e.g., "Sorry we missed your call. How can we help you via text?").
- The automation is triggered only if the call is missed and not answered by any agent or routed to voicemail.
Created/Updated Date 11/05/25 User Gemini