When data is sent across the internet, it is sent in packets. These small chunks of data are sent from one end of the connection to the other, in both directions.

Sometimes, a connection will experience issues with how these packets are transported.

In the case of high latency and low jitter, packets are taking longer than usual, and longer than preferred, to reach their destination.

  • Latency is the time it takes for packets to reach their destination.

  • Jitter is the fluctuation in latency, from low to high.

Since jitter is low, it is unlikely that the latency is caused by congestion somewhere on the internet, because the latency is relatively constant. Instead, it is more likely due to limited bandwidth or physical distance between your local network and the media server, or the use of a VPN.

Limited bandwidth

Aircall implements measures to improve audio quality on low bandwidth networks. However, it is unrealistic to expect good quality streaming data when bandwidth throughput is very narrow.

Improving your available throughput with a better, higher-rate internet connection will alleviate many common call issues and provide a more reliable experience.

 

If higher bandwidth is not possible, you can check whether your network supports Quality of Service (QoS), which prioritizes VoIP-related data throughput. This can help reduce latency without changing your internet connection itself.

Physical distance

The Aircall platform uses modern technology to determine your general location so it can connect your calls to the nearest media server.

In some circumstances, this dynamic geographic determination can be incorrect and may contribute to higher latency.

If you believe this might be the case for your calls, please contact Aircall Support so the situation can be reviewed.

Virtual Private Networks (VPN)

If you are using a VPN, your call connectivity will have a greater distance to travel.

Using a VPN may also:

  • Affect how your nearest media server is determined

  • Result in greater latency

To resolve this, consider bypassing the VPN for Aircall-related connections.