The following requirements will ensure smooth functioning of the phone channel in Freshdesk:
- Browser and Flash updated to latest version.
- Ensure that your network ports aren’t being blocked by a firewall/router/antivirus software.
- If your router supports QoS, prioritize UDP ports in the range 10000 - 20000 as well as the IP address of the agents making/receiving the calls.
- Check your network latency with the Ping Test Site. Select Ashburn VA as the preferred server in the settings menu. If the grade is less than A, call quality might be degraded.
- If you are using a Bluetooth headset, use a USB dongle instead of relying on the computer’s native Bluetooth. Also, compare call quality with a USB headset or a 3.5mm headset since each device behaves differently with each browser.
- Reduce network activity not related to VoIP, or use a separate network for VoIP workstations.
- Chrome v38/39 has known issues involving audio dropouts/one-way audio. Upgrade your browser or use Firefox and see if the issue persists.
- Ensure computer has sufficient resources available to process a call.
- Ensure that CPU and RAM are not over-utilized.
- Close unnecessary applications and browser tabs.
- Try disabling antivirus software.
If you are facing any call quality-related issues, please double-check the points mentioned above.