Choppy or one-way audio

Clear calls need a steady internet connection. Most audio problems come from the network, a blocked connection, or the wrong headset setting. Work through these steps in order.

Know the symptom

• Choppy, robotic, or cutting out: usually a weak or busy internet connection.
• One-way audio (you hear them, they don’t hear you, or the reverse): usually a firewall blocking call audio, or a microphone problem.
• No sound at all on a call: often the browser’s sound or microphone permission, or the wrong audio device.

Step 1: Check your headset and microphone

1. In ConnectUC, click your user icon, then Preferences → Audio.
2. Make sure the right Microphone and Calls and Meetings Speaker are selected.
3. Click Test Sound.
4. If your headset is missing, unplug it, plug it back in, and click Rescan Devices.
5. In a noisy room, try turning on Advanced noise suppression, then click Save.
6. In your browser, make sure ConnectUC is allowed to use the microphone.

Step 2: Run the Network Health Check

Why: this tests your connection the way a phone call uses it.

1. On the computer or network that’s having trouble, go to npat.dialraven.com.
2. Under Choose Location, click the dot on the map closest to you.
3. Under Choose Test Type, pick VNA Test for the full check of call quality (it takes 3 to 4 minutes). Speed Test and Route Test are quicker checks.
4. Click Run. The first time, the page asks you to download and enable a small test plugin. Follow its prompt, then run the test again.
5. Review the results, and save or screenshot them for support.

The FAQ and Glossary links at the top explain each score.

During a call, you can also click the signal strength icon in the ConnectUC call window to see jitter, latency, and packet loss.

Step 3: Improve your connection

• On Wi-Fi? Move closer to your router, or plug in with a network cable.
• Others using lots of internet? Large downloads, video streaming, and backups can crowd out calls. Try again when it’s quieter.
• On a VPN? Try the call with the VPN off.
• On mobile? Switch between Wi-Fi and cell data. In the app, go to Preferences → Calling and try Network Switching Strategy set to Always. If your Wi-Fi is weak, set RTP Priority to Prefer Mobile Data.

Tip: Restarting your modem and router clears up many network problems. Unplug both for 30 seconds, then plug the modem back in first.

What the numbers mean, in plain terms:

• Packet loss is audio that never arrives. Keep it under 1%. A burst of loss sounds worse than the same amount spread out.
• Jitter is audio arriving unevenly. Phones smooth out a little of it, but a lot sounds robotic.
• Latency is delay. Under 150 ms is ideal. Steady delay is fine; it’s when people start talking over each other that it’s too high.

For an office full of desk phones, ask your IT person to turn on QoS (voice priority) on your router. See Firewall and network requirements.

Step 4: Check the firewall (one-way or no audio)

One-way audio usually means call audio is being blocked. Ask whoever manages your network to review Firewall and network requirements.

On a Windows computer using the desktop app, make sure ConnectUC is allowed through Windows Firewall.

Step 5: Keep your computer awake

If calls are fine in the morning but fail later, your computer or browser may be putting ConnectUC to sleep.

• Chrome: in Settings → Performance, add uc.dialraven.com to the list of sites to keep active, and turn off Energy Saver.
• Edge: in Settings → System and performance, add uc.dialraven.com to the list of sites that never sleep.
• Windows and Mac: set the computer not to sleep while you’re working.

Still having trouble?

Contact support with your Network Health Check results, the time of a bad call, and the number you called. From ConnectUC, you can also use Report an Issue, choose Phone Calls, tick the affected call, and pick what went wrong, like Audio is choppy.

Common questions

Why are calls clear for some people but not me?

The issue is likely local to your computer, headset, or Wi-Fi spot. Try a different headset, or plug in with a cable.

Is ConnectUC audio encrypted?

Yes. Call setup and call audio are both encrypted between ConnectUC and the phone system.

Is echo or static a network problem?

Usually not. Echo and static normally come from the headset, the phone, or electrical interference nearby. Try another headset or handset, and move cables away from power supplies.

Will a better headset help?

It helps with echo and background noise. It won’t fix a poor internet connection.

Related articles

• Firewall and network requirements
• Contact Dial Raven support
• ConnectUC settings
• Desk phone not working