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Team RIAB asked mike commented

Mobile App disconnects frequently - what are the optimal settings for outbound calls?

I am using the Mobile App on Android and make outbound calls from it (RingOut). I dial the number, and the app calls me back to connect the call.

After about 5-10 minutes, the call will simply disconnect. And I have to call the person back. This happens constantly, and sometimes the interval is a little as just a few minutes!

My WiFi connection is pretty fast (75/15mbps; business class) with no other activity during the calls.

I have no idea why my calls are getting dropped, but suspect it is a setting I am not fully understanding.

I have set the Mobile App to not use VOIP at all (VOIP disabled). Does that mean it's using my cellular connection as a straight cellular call to connect to the other party, or is it still using cellular data to connect over VOIP?

What do you guys recommend for the VOIP setting?

TIA.
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kim avatar image
kim answered Team RIAB commented
If the VoIP is turned off then the WiFi connection is irrelevant, because it's not using the internet to make the call.  It is using your cell phone carrier, therefore it's using your data.   

If you turn VoIP ON, do the calls still drop? 
Try doing a hard reboot and testing with VoIP ON. 
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mike avatar image mike commented ·
HI  teamriab,    To clarify,   VOIP = Voice over Internet Protocol. 

In order for your phone to make/receive a voip call it must have access to either a wifi connection or your phones data plan. 

If you turn off Voip, it can not access the internet, and then the call is made through your cell phone carrier. 

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Team RIAB avatar image Team RIAB commented ·
OK, so if VOIP is disabled in the app, it is still making a VOIP call, but using cellular data instead, meaning it is not making a straight cellular (non-data) call, correct? If I am understanding you correctly, it is not possible to make non-VOIP calls with the mobile app.

I will try making calls with VOIP - ON and see if I have better results. I had switched it off because I thought doing so would enable a straight cellular call without VOIP.

Thanks for your help!
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kim avatar image kim commented ·
If VoIP is turned off (disabled) then the call is not a VoIP call. It's made through your carrier. 
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Team RIAB avatar image Team RIAB commented ·
Thanks, Mike.

But can you clarify: If the call is made through my cellular carrier (VOIP - OFF), is it still converted to a VOIP call, but just over cellular data connection (since it is using my cellular data connection and therefore able to connect to the Internet)?

For example, let's say I disconnect WiFi, turn VOIP - OFF, then switch my data connection to 2G (EDGE) speeds, but with full signal. What kind of quality can I expect? I'm thinking the call is still VOIP, and would result in horrible lag or drops. If you are saying that the call is not VOIP in this case, then the call quality should be near perfect, which is far from the experience I was having with VOIP OFF.

TIA!
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mike avatar image mike commented ·
If you have voip turned off, it can not access your phones data plan (2g, 3g, or 4g) or wifi and can not be a voip call. 

If you are trying to make a phone call via 2g, it will most likely be very poor quality. Even some 3g signals are poor. 


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Lori Collins avatar image
Lori Collins answered mike commented
I too had this issue just last week. I don't use the calling out feature too often since we are usually in office and I use our landline phone to call out. But I was traveling and didn't want my mobile phone # to be displayed on the recipient's caller ID. My call dropped twice during about a 10 minute conversation. I have VOIP turned off. Please explain exactly what you mean by a hard reboot, and I'll try that along with turning VOIP on. Thanks much.
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kim avatar image kim commented ·
iPhones: Press and hold the Home button (big circle below the screen) and the Sleep/Wake button (on top of the  iPhone) simultaneously. Hold both buttons until the  iPhone shuts off and begins to  restart (about 10 seconds). 

Android: Take the battery out and put it back in, or power it off and back on. 

Definitely test this with the VoIP ON and see if the call is more reliable over the internet when you make those calls. I, personally, find connected to VoIP is more reliable than with my cell phone carrier...especially in the building I'm in where there are certain dead stops where my carrier drops.
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kim avatar image kim commented ·
Checking in....how did the testing go? :-) 
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Team RIAB avatar image Team RIAB commented ·
Thanks for following up. With VOIP = ON, it resulted in a lot of warbling and cutouts even with my fast connection. I now use it with VOIP = OFF and disable my wifi on my phone, disable cellular data, and change the network to EDGE 2G which gives me the strongest signal (~ -77dB), and then place the call from the computer app, which then rings my phone and connects the call. I have not had a dropout yet (knock on wood) and call quality is clear and without any warbling.
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mike avatar image mike commented ·
teamriab,  What you've described, indicates that your sound issues are network related.  Even though you have adequate speed, the warbling sound you described has more to do with latency and/or jitter.   You can diagnose this by running a PingPlotter test as shown on this thread:   How do I troubleshoot Call Quality issues 
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