We understand that poor call quality or audio issues can have a negative effect on your sale. To ensure that our dialer is delivering top of line call quality and helping you reach your sales goals, we’ve provided alerts, notifications, and feedback within the SalesLoft dialer.
Below are some common problems and alerts you may encounter with the dialer, along with some tips and resources to help you troubleshoot, including:
- Network Requirements Before You Begin Calling
- Microphones and Headsets
- Computer Requirements
- Managing Call Interference
- How to Reduce Background Noise
- Call Status Notifications
- Live Call Quality Alerts
- Voice Detection
- Call Feedback Ratings
Prior to using the dialer, your company and/or IT Team need to make sure that your environment is suitable for VOIP calling. Failing to check and meet these requirements may result in spotty call connections and poor call quality.
Complete the Twilio network test: The test verifies your company's network bandwidth. The bandwidth needs to sustain your office and your test result number range should be within 20 of the number of users on your team. If the range is too large, you need to configure the Quality of Service (QoS).
To complete the Twilio network test, run a call test followed by running a bandwidth test. Run the call test during a normal calling time where many reps are making calls. Also, attempt the test when a computer is using wireless internet and when a computer is using wired/plugged into ethernet internet connection.
Quality of Services configured and enabled: Quality of Service will prioritize Twilio over any other network, meaning the bandwidth will devote to the calls taking place.
If you are experiencing jitter related impacts on your voice quality, you may consider configuring your router with QoS rules that prioritize UDP traffic on ports 10,000-20,000. Given the large range of UDP ports, you should only do this with prior consideration to what other traffic may be flowing in that port range. See here for Twilio’s full list of Network Requirements.
Whitelist Twilio IPs: Because Twilio's requests will be coming from different IP addresses, we recommend that you validate that a request came from Twilio.
Open up all phone ports: Comply with the Twilio network activity requirements to make sure all ports are open so you may complete and receive calls on your network.
Make sure all firewalls are set up to meet Twilio standards: Firewalls may be set to block outgoing traffic with media packets.
Use business fiber connections: Primarily for remote employees, business fiber connections have more quality internet with bigger bandwidth 25-50 Mbps per person.
Make sure your network infrastructure is not routing through a centralized VPN: A VPN (Virtual Private Network) puts everyone in your company on a private network, that routes all of your traffic on one server, including remote employees. Contact firstname.lastname@example.org for further assistance.
Connect directly via ethernet: Wi-Fi connections, while convenient, can lack the stability and bandwidth of an ethernet connection. Plugging into the internet is preferred for calling purposes.
Need VOIP capable router: Older routers cannot handle VOIP capabilities, so your company or remote employees must update to a more recent router.
Buy nice cables: If you are using an ethernet to USB converter, stick to Apple or Microsoft adaptors. These may cost a bit more, but the bandwidth capacities are much higher.
Make sure you have microphone is enabled and not muted.
Make sure the correct headset AND mic are connected to the dialer: Select your dialer settings gear shift icon located in the top corner of the SalesLoft dialer. Here you can verify the connected input (microphone) and output (headset) and play the test sound.
Call yourself to test your dialer: Before a call blitz, call your own cell phone to check audio.
Make sure the correct mic is enabled in your computer system settings as the default audio device: Even if the correct device is enabled within the dialer, your computer system may default to the computer's audio. From your system settings, select the headset as your output and input.
Connect Headsets via USB: Aux and bluetooth connections may run into quality issues whereas a USB headset will run directly to the computer.
Make sure your earbud pods are connected ONLY to your computer: Disconnect the bluetooth on your phone or any other devices. Failing to disconnect may result in the alternative device picking up the call. Example, your call may start on your computer, but suddenly, you can't hear your caller because your phone picked up the call.
Re-enable the microphone directly from the SalesLoft dialer extension. This may sound complicated, but it means that you will refresh the extension by uninstalling and reinstalling it, then you can enable the microphone from the dialer everywhere.
To remove the SalesLoft extension and re-enable the microphone, follow these steps:
- Right-click on the SalesLoft extension
- On the extensions page, remove the SalesLoft extension
- Re-download the extension from the Downloads tab in your Personal Settings or from this link.
- Go to accounts.SalesLoft.com and click to enter your account. This updates the extension along with your SalesLoft session.
- Head to any website and right click on the page and choose SalesLoft Dial.
- Click green Enable Microphone button.
- You will be redirected to a site containing the SalesLoft Extension permissions. Click the checkbox for Dialer Enabled.
- When you receive the popup to allow the mic, click Allow.
Laptops have a minimum of 8 gigs of RAM: Computers must meet this minimum for memory.
Check your activity monitor or task manager for any applications that are taking up CPU: Specifically, if you are experiencing audio quality issues, CPU spikes from other apps will cause call quality issues.
Close all unnecessary applications: Unused or unnecessary applications can slow down your device and take up CPU you need in order to make your call.
Turn off as many connected devices to the Wi-Fi as possible: Cell phones or other devices may suck up bandwidth.
Close unused tabs or use a tab’s suspension extension: Apps like the Great Suspender keep your open tabs in check.
Set system updates or OS upgrades to process in the night: Look at the frequency of virus updates and scans. Middle of the day scans eats up CPU and bandwidth, interfering with call quality. Do not make calls during any kind of upgrade process.
A noisy environment can negatively impact your team's calls. Team's may suggest more closed office spaces or noise cancelling headsets, but those options can be difficult to come by and pricey.
If customers and/or sales reps are complaining about the noise level during calls, they can adjust their computer settings to reduce the noise that is picked up by their headphones. Follow the instructions below to configure noise reduction:
For a Mac OSX
- Open System Preferences.
- Search for and select Sound.
- Go to the Input tab.
- Check the box for Ambient Noise Reduction.
- Move the Input volume dial up and down, until you find the right balance of sound volume that minimizes background noise.
For Windows 10, 8, and 7
- Go to Start.
- Select Control Panel.
- Open Hardware & Sound.
- Choose Sound.
- Choose Recording.
- Right-click on the Microphone bar and select Properties.
- From the Levels tab, find the Microphone Boost tool and move the dial all the way down.
- Move the dial all the way up on the Microphone.
- Go to the Enhancements tab.
- Check the following boxes: Noise suppression and Acoustic echo cancellation.
- Press OK.
- Test the noise. Go back to the Recording menu. and Listen to this device, then click OK.
When making a phone call, SalesLoft will notify you of your call's status when you have dialed an invalid phone number, disconnected due to a busy signal, or do not have the correct permissions to dial an International number (aka a “Forbidden Number”).
You can click the provided link in any red banner notification to be re-directed to Twilio for more in-depth information on the origin of the error. Click on the links below to read examples of possible notifications errors from Twilio:
During a call it is possible that your system or network setup can affect the quality of your call. We will monitor your call and inform you when we detect an issue with an error message in the dialer.
Possible Alert Messages and Reasons They May Appear:
Check your speaker connection
Your current speaker settings may prevent you from hearing audio.
Check your microphone volume
Your current microphone settings may prevent you from being heard.
You have high network latency
Your current network conditions can result in perceptible delays in audio.
You have high packet loss
Your current network conditions may result in choppy audio or a dropped call.
You have high network jitter
Your current network conditions may result in audio quality problems on the call, such as crackling and choppy audio.
You have poor network conditions
Your current network conditions may result in poor call quality or a dropped call.
Simply put, voice detection shows you the voices that are being picked up on the call in the form of animated waves within the dialer.
The animated wave form has two waves that respond to the volume coming through the mic of each user. The waves are different colors to represent the caller (Purple) and the person being called (Teal).
If bandwidth is low, the animation will not respond directly to volume, but will still move when each user is talking.
Things to Note:
- If you are using call passthrough, you will not see the waves respond, because the call has been passed through to your other phone.
- Voice Detection is currently only available for calls within the SalesLoft platform.
The dialer has a five star rating system to rate call quality and provide feedback on dialer related issues.
If we detect an issue with the call through Live Call Quality Alerts, we will prompt the you to leave a feedback rating.
We will occasionally ask you to rate calls when no issue is detected to make sure the dialer is always meeting your expectations.
Things to Note: Hit the X in the top right corner of the star rating box to skip the feedback process and proceed with your calls without leaving feedback.
To leave feedback on call quality, select Do you have dialer feedback? from the dial pad. The rating system will appear. A five star rating will close the system with no further action requested.
When you leave four stars or fewer, you will be prompted to select an issue description so we can systematically track dialer performance.