The Network Diagnostics Panel in Aircall helps you assess the quality of your internet connection. A stable and reliable connection is essential to maintain high call quality when using Aircall.
Important: This feature is available only on the Desktop app, Web app, and CTI. It is not supported on iOS or Android apps.
Note: This article includes images from the Aircall Phone app. While the feature details also apply to Aircall Workspace, you can visit [Aircall Workspace: quality settings] to see Workspace-specific visuals.
How to open the Network Diagnostics section
Steps:
- Open the Desktop app, Web app, or CTI.
- Click your User Icon in the top-left corner to open Settings.
- Select Preferences, then click Quality.
- Under the Quality section, click Network Diagnostics.
- Select Run Diagnostics.
Running diagnostics simulates the conditions of a voice call and measures data throughput. This process can take a few minutes. Once completed, the results will display multiple network quality metrics.
- Values shown in green are ideal.
- Values in yellow or red may indicate potential issues affecting call quality.
How to interpret Network Diagnostics results
Call quality (MOS score)
The Mean Opinion Score (MOS) is a 1–5 rating that reflects your experienced audio quality:
| MOS Score | Rating | Description |
|---|---|---|
| ≤ 1 | Bad | Unusable audio quality |
| 1 < MOS ≤ 2 | Poor | Hard to understand |
| 2 < MOS ≤ 3 | Fair | Occasional issues |
| 3 < MOS ≤ 4 | Good | Minor interruptions |
| > 4 | Excellent | Clear audio |
A MOS score between 4.0 and 4.3 is desirable, and anything above 4.3 is ideal. Scores 4 or lower may lead to difficulty understanding the other person. MOS is calculated based on latency, packet loss, and jitter.
Bandwidth
Bandwidth measures your available download and upload speeds for Aircall.
- To ensure good call quality, your network should provide at least 2 Mbps.
- Insufficient bandwidth can cause latency, jitter, or packet loss.
If your bandwidth is limited, try closing other internet-intensive applications.
TURN
TURN (Traversal Using Relays around NAT) acts as an intermediary between your device and the Aircall servers.
- NO: No issues expected.
- YES: Acceptable, but may indicate your firewall or network configuration (such as multilayer NAT) is affecting the connection.
Tip: If your network uses TURN, make sure UDP packet transmission is not restricted. Restricting UDP can increase latency during calls.
Protocol
Aircall uses two main protocols for voice communication: UDP and TCP.
- UDP is preferred because it’s faster and more efficient.
- If the test shows TCP, latency may increase.
To improve performance:
- Update your network or firewall to allow UDP.
- Disconnect from VPNs when possible.
- Temporarily disable antivirus or content blocker software if they interfere.
Type
The Type indicates your network connection, such as Wi-Fi, Ethernet, VPN, or Cellular.
Recommendation: Use a wired Ethernet connection for the most stable experience.
Wi-Fi may introduce packet loss or jitter due to:
- Distance from the router
- Physical obstructions
- Too many connected devices
- Crowded channels or unsuitable Wi-Fi bands
Tip: Select the 5 GHz band for short distances, and 2.4 GHz for longer distances.
Network performance metrics
| Metric | Ideal Value | What it Means | Common Causes | How to Improve |
|---|---|---|---|---|
| Packet loss | 0% | Data packets fail to reach the recipient, impacting call quality. | Poor connection, faulty cable, VPN usage, or ISP (Internet Service Provider) instability. | Use a high-quality Ethernet cable, avoid VPNs, try a new port or router, or contact your ISP (Internet Service Provider). |
| Jitter | < 30 ms | Fluctuations in latency that cause unstable audio and interruptions. | Wireless connection, router congestion, unstable ISP (Internet Service Provider), VPN routing, load balancing. | Use a wired connection, avoid VPNs, reduce network congestion, or contact your ISP (Internet Service Provider). |
| Round Trip Time (RTT) | ≤ 300 ms | The time it takes for a data packet to travel to the server and back. | TCP connection, VPN usage, or network congestion. | Use Ethernet, ensure router and broadband quality, and disable unnecessary VPNs or filters. |
Device performance
Processor
Voice calls require sufficient processing power. If your processor score is “Poor,” your device may not meet Aircall’s minimum requirements.
- Recommended minimum: 2.5 GHz CPU speed.
- Using underpowered hardware can lead to freezing, slow performance, or poor audio.
Memory
Voice calls use significant RAM for encoding and decoding audio.
- Aircall requires at least 4 GB of RAM for basic usage.
- 8 GB or more is recommended for customer support, sales, or enterprise roles.
Insufficient memory can cause performance issues and degraded audio quality. Refer to Device and headset recommendations for full specifications.
Note: If any result shows as NaN (Not a Number), Aircall was unable to retrieve values for that parameter. This often occurs when a firewall, VPN, antivirus, or content blocker is interfering.
Steps to troubleshoot NaN results:
- Disconnect from your VPN. If diagnostics only fail while connected, your company should follow Aircall’s Network requirements and recommendations.
- If working in an office, verify that the company firewall is not blocking Aircall traffic.
- Temporarily disable antivirus or content-blocking software, and contact your IT team if necessary.
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