Aircall voice connectivity occurs by transmitting audio through a server, known as a Media Server. These servers exist all over the world, at strategic locations.
The distance between the user and the Media Server is important. If the user is at too great a distance, the call quality may be degraded, since the data packets will need to traverse more servers and cabling to reach their destination. This can result in increased latency or unpleasant audio artifacts.
To ensure audio quality is acceptable, most users are dynamically routed to their nearest Media Server when a call is made. This is known as geo-routing. However, in some circumstances, this automated routing feature can work incorrectly, leading to an unpredictable Media Server selection.
While Aircall utilizes dynamic roaming to connect calls to the closest available server by default, there can be instances where this doesn't happen. Typicaly when a user is using a VPN tunnel to mask or redirect their internet traffic. Using a VPN tunnel also creates other issues. Ideally setting up a SPLIT VPN tunnel is the best way to correct these issues. Setting up an SPLIT-VPN tunnel will allow Aircall to operate outside of the VPN and will report the user's correct IP address. This will allow the Dynamic routing to properly select the correct media server.
Roaming Selection
To combat this issue, a new feature has been added to the Desktop, Android, and iOS apps, called Roaming. The intention of this feature is to function similarly to the roaming configuration in cellular devices, whereby the user can choose to lock their Media Server geographic location should they wish, or to enable dynamic routing if that is still preferable. The latter option may be useful for users who travel frequently and would prefer not to have to remember to update this setting each time they arrive at a new location.
To change the Roaming setting:
- Open your Aircall app
- Click on your profile picture in the top left corner
- Select Preferences from the menu
- Navigate to the Quality tab
- Under Roaming, choose the country or region closest to the geographic location you are calling from.
Please note: This feature is based on the physical location where you are using Aircall. Not the phone number you are calling or the number you are calling from.