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kimberhly-hopkins3034 avatar image
kimberhly-hopkins3034 asked matt1234567891011121314 answered

Voice delay!!!

It is INCREDIBLY frustrating to constantly talk over my clients, or them over me, because of the horrible delay in hearing each other! I used to make calls directly from my phone's app. To avoid the delay, I though I'd try make calls through my back office (i.e. having the number dial my cell phone from my laptop)Still a delay. A "network issue' does not sound like my problem. Any suggestions, one way or the other, of how to rectify this problem? I have a Samsung Note 4, and my servicer is T-Mobile.
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mike avatar image
mike answered saadetswift16514 commented
Hi Kimberly,  We'll be happy to help troubleshoot this. 

First can you clarify a few things.  Can you tell us what you mean  "make calls through my back office (i.e. having the number dial my cell phone from my laptop)"? 

Delay is almost always a network issue. It's generally caused by latency in the voice packets as they are delivered across the internet.  Try switching from your phone's data plan to a wifi signal and test again and let us know the result?  
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saadetswift16514 avatar image saadetswift16514 commented ·
Hi, you will first need to verify that your network is set up properly. Another thing to check is the volume settings for your phone or headset. I've seen where the settings are a little wonky and they cause a delay. But 99% of the time when people complain about delayed audio, it is due to the network configuration or internet speed.
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saadetswift16514 avatar image saadetswift16514 commented ·
So VoIP requires a different set up than just what internet traffic uses. And keep in mind that not all router/modem equipment is created equal for handling VoIP traffic. If you have an IT department, I would suggest having them review the document I linked and take a hard look at the settings to verify that the correct ports are opened/being triggered, etc.
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cooper-family-and-pediatric-chiropractic9209 avatar image cooper-family-and-pediatric-chiropractic9209 commented ·
Hello, I'm having this same problem except I'm using the ring central app for mac desktop. What would I need to do to fix this issue.
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cooper-family-and-pediatric-chiropractic9209 avatar image cooper-family-and-pediatric-chiropractic9209 commented ·
I'm already connected to our in office wifi

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cooper-family-and-pediatric-chiropractic9209 avatar image cooper-family-and-pediatric-chiropractic9209 commented ·
Well my network should be configured because i can use everything involving internet. My internet tested 9.03 for upload and 20.08 for download. 
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kimberhly-hopkins3034 avatar image
kimberhly-hopkins3034 answered saadetswift16514 commented
Hello, Mike. What I mean is I sign into my account via my laptop and use the "soft phone" there. It then rings my phone so I can dial out. I did what you suggested, and DARN IT, it worked! Lol! That only sucks (for me) because our house WiFi is very undependable and drops off often. I will definitely do that, however, when we get more dependable service. Thanks so much for your help!
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mike avatar image mike commented ·
You're welcome!

Also, if it helps, whoever manages your WiFi may want to take a look at this thread and review the router setup requirements.
How do I troubleshoot Call Quality issues? Network requirements?
Mike 
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deanna-oconnell avatar image deanna-oconnell commented ·
Nothing found
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saadetswift16514 avatar image saadetswift16514 commented ·
Hey Deanna, this is the updated link for what Mike was referring to:  https://support.ringcentral.com/s/article/Network-Requirements-and-Recommendations-Resources?language=en_US
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matt1234567891011121314 avatar image
matt1234567891011121314 answered
We're new customers and are having the same problem. It's VERY frustrating. Add to the complexity of the situation that we're all working remote, so every situation is unique per office.
OP- Did your issue get resolved with network configuration?
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