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Troubleshooting call quality issues with 8×8, a cloud-based communication platform, involves addressing various factors that can affect voice clarity, latency, and overall call experience. Here’s a comprehensive guide to help you diagnose and resolve call quality problems:

1. Check Internet Connection

Verify Network Stability:

• Ensure you have a stable and reliable internet connection. Test your connection by streaming video or running a speed test.

Check Bandwidth:

• Make sure your network has sufficient bandwidth. 8×8 recommends at least 100 kbps for each call in each direction.

Minimize Network Congestion:

• Reduce the number of devices using the network or limit bandwidth-intensive activities during calls.

Run a Speed Test:

• Use a speed test tool like Speedtest.net to check your download and upload speeds. Ensure that speeds are adequate for VoIP calls.

2. Optimize Network Settings

Quality of Service (QoS):

• Configure QoS settings on your router to prioritize VoIP traffic. This helps ensure that voice packets are prioritized over other types of traffic.

Check Router Configuration:

• Ensure your router’s firmware is up-to-date. Sometimes outdated firmware can cause issues.

Use Wired Connections:

• Whenever possible, use a wired Ethernet connection instead of Wi-Fi for better stability and performance.

3. Check Device and Software Settings

Update Software:

• Ensure you have the latest version of the 8×8 application or softphone installed. Updates often include performance improvements and bug fixes.

Configure Audio Devices:

• Check that your microphone and speakers/headset are properly configured and working correctly. Test with other applications to verify.

Adjust Audio Settings:

• In the 8×8 application settings, adjust audio quality settings. Sometimes changing settings like audio codec or sample rate can improve call quality.

4. Inspect Network and System Resources

Check Network Latency and Jitter:

• High latency or jitter can affect call quality. Use tools like PingPlotter to measure latency and jitter.

Monitor System Resources:

• Ensure that your computer has sufficient CPU and memory resources available. High system resource usage can affect call quality.

5. Test Different Scenarios

Try Different Devices:

• Test the call quality on different devices (e.g., different computers or smartphones) to see if the issue is device-specific.

Test Different Networks:

• If possible, connect to a different network to determine if the issue is related to your current network environment.

6. Review and Update Firewall and Security Settings

Check Firewall Settings:

• Ensure that your firewall is not blocking 8×8 traffic. You may need to create rules to allow 8×8 traffic.

Review Security Software:

• Temporarily disable any security software to see if it affects call quality. If it does, configure the software to allow 8×8 traffic.

7. Inspect and Address Latency and Packet Loss

Check for Packet Loss:

• Packet loss can significantly affect call quality. Use tools like PingPlotter to identify packet loss issues.

Resolve Network Latency Issues:

• High latency can cause delays and echo. Work with your network provider to address any latency issues.