Overview
Aircall's applications on a desktop computer or mobile device benefit from stable internet connections, helping you to have smooth conversations. Things like a weak WiFi signals or unstable connections can introduce avoidable issues.
This guide is for Home and Small Office users who have a simple WiFi router configuration.
While trying out these recommendations, we suggest running the testing tool: https://aircall.io/speedtest/ on devices using the WiFi network in question, to see if the changes improve your setup.
In all cases the goal is the same: have a stable (not necessarily fast!) wireless connection so that voice traffic can be transmitted seamlessly (no packet drops, no delays, no uneven transmission), as required by VoIP to maintain good calls quality.
Router positioning
- Ensure the router is placed in the manufacture's recommended position. It may need to be placed vertically, or it may work better horizontally. The manufacturer should tell you what position works best, or the device design will lend itself to a natural position.
- If the router has one or more physical antenna, put it/them parallel to your computer. Try various other arrangements to see what works best. This is especially important if there are many obstacles between your computer and the router.
- Remove any obstacles between the antenna and the devices using the wifi connection. Some material can block or deflect the radio waves used by wifi, so ensure there are no objects between the devices that run the Aircall application and the antennae. Ensure a clear and clean space around the router and Aircall device where possible.
- Place your antenna high unless told otherwise by the manufacture. Typically coverage will be better if the router with the wifi antenna(s) is placed up high on the wall or under the ceiling. Do no place it on the ground, under a table or behind a door.
Router and device updates
- Ensure your router is running the latest Firmware. Many routers have the ability to update firmware to maximize the hardware. Check your router's manufacturer or supplier of your router for more information on how to do this.
- Ensure your computer or phone device is also running the latest updates. Having the latest drivers and software running on the device will also help ensure smooth connections, as there may have been improvements to the code that makes the WiFi device work.
- If the router is not new (a few years old) you may check with your ISP (your internet company) if they can provided a new one. Internet Service Providers often give new routers to existing customers when their hardware becomes old. Using modern equipment goes a long way to ensuring the best possible WiFi device.
- Consider upgrading your WiFi router. WiFi technologies are frequently improving. Good quality routers process data faster and have solutions to maximize signal strength in demanding scenarios. Get recommendations from IT professionals, and read reviews of modern devices.
Network usage considerations
- Try using wired connections for devices that don't need to move. Devices that always stay in the one place can be wired directly to your router. This could include Office File Servers, Desktops, and Smart TVs. If you can't run an Ethernet cable, an alternative for these is powerline adapters, that use your power points to carry network signals.
- Check that family members or other office users are not saturating the network. When you are working, if there are high demands on the network (Online gaming, TV streaming, multiple video calls) your internet and WiFi performance might struggle. Consider upgrading your network configurations if your existing setup is not meeting your needs.
- Ensure you are on the correct WiFi network. Sometimes devices switch to 3G or 4G connections instead of using the local WiFi network, or pick a different WiFi network (i.e. the Guest network in the office). Ensure your device is on the expected network, nearest to where you are working.
Some more technical tips
Important note: These tips are for more technical users, or to share with your IT team. Your IT team may have better knowledge of your office network, so these recommendations should be considered with professional guidance.
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Try using a 2.4GHz channel (frequency) and a 5GHz one, and compare quality. Aircall usually recommends the 5GHz band (for faster connection and less interference), however the 2.4GHz band has more reach but is more prone to interference. It may be better to use 5GHz when other wireless devices are present, and 2.4GHz if you are far from the antenna.
- Compare quality over ethernet and over wifi, changing nothing else in your setup. If quality is good over ethernet and not so good over wifi, there may be some work to do with the wifi.
- Distribute the users among different non-overlapping channels (frequencies) and keep the number or users per channel low. This way interference will be minimized and time available for reception and transmission will be optimized per user. Different operating systems have tools that show how many devices are connecting per channel. IT teams should be able to check this and distribute the users among the available channels.
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Check wifi signal strength (RSSI) and signal to noise (SNR) are good enough. The wifi signal should be strong and high enough over the noise to have good transmission of the voice traffic. The usual recommendation is -65/-67 dBm for RSSI and a SNR of at least 25 dB. IT teams should be able to check this for users.
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Install a wifi extender or repeater, midway between router/antenna and device.
- Ensure the extender is not throttling the bandwidth (in case there is some configuration available)
- Ensure nobody else is connecting to the extender for intensive use if the extender/repeater is meant for home use, and not for professional use, as it may not be able to cope with heavy traffic from several sources
- Ensure (if possible) that the extender is connected to the router via ethernet cable (so that you know the link is stable)
- As with the router itself, ensure the extender is placed high and with no obstacles between it and the computer (no walls, doors, metals, or bookcases). Ensure it is placed in the maker's recommended position.
- Try installing a well working router for wifi in bridge mode (basically as the wifi antenna, while the main router still takes care of the internet connection). IT teams should be able to accomplish this for users and provide guidance on how to do it at home if working remotely.