Whether you are using the Desktop app or Web app there are a few points to check to ensure you have the best Aircall experience:
- In the Aircall Workspace - Audio settings you will need to check that your audio input and output are set up correctly. The name of the device should appear if it is connected via USB. If the headset is bluetooth, and it has a USB dongle provided, make sure to use the dongle rather than your computer's bluetooth. We also do not recommend the use of AirPods as they tend to connect to other devices easily, which can disconnect them from the device you are using for Aircall. You can check that your input and output have volume in this menu before making calls
- In this same Audio menu, you will see additional audio options:
- Automatic levels: automatically adjusts input and output
- Advanced sound processing: cancels echo, normalizes the bluetooth codec used for the headset, and applies an equalizer to the sound
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Remote controls: allow the use of headset commands for some compatible models
- Using a headset instead of using the microphone/speaker of your computer or mobile will typically give more volume and more definition (clarity) to calls, and is therefore recommended
- Make sure to test your network connection. In the Aircall Workspace - Quality settings, you can run Network diagnostics.
- All values should be displayed, and if some values appear in NaN (not a number), this means that there is some blockage on your network. Please refer to the following article to learn more about what needs to be open from a Network perspective: Firewalls, Anti-Virus, and Other Content Blockers
- If all values are displayed, but some values are not good (jitter, packet loss, latency, or round trip time especially) you will need to check the stability of your connection.
- If your connection is poor and you are unable to make changes, you can try lowering the Audio rate in the settings
- Additionally in these settings, you are able to change the Roaming. This is the first connection point that you will have to the Aircall cloud. It is set to Dynamic by default, however sometimes it is better to set it manually to the closest location to you. You can then test via the Network diagnostics to determine which server gives you the best results (especially for round trip time)
- Finally, check with your Aircall administrator that the lines you have configured for your user account are set up correctly in the Aircall Dashboard. In the call distribution of the number(s) you will be using, you should be in the list and set to ring long enough on your phone for you to pick up. The use of custom audio files in this distribution list can create issues when the encoding is too high. Please refer to this article: Audio Files Requirements and Recommendations