When should I report call quality issues?
It is not out of the ordinary to have one or two calls that sound fuzzy or staticky (this can be caused by the callers end, internet issues, and many more things), but if you have repeated quality issues you should report them to us.
What information do I need to have when I open a ticket.
If your having repeated call quality issues then there are a few questions we will need to be answered before we can work on your issue.
First, we will need to know what is going wrong with the calls. Are the calls sounding fuzzy, but only when you are on speakerphone? Do the calls cut out every ten minutes? Don't worry about giving us too much information. The more detail you can share the better.
Second, we will need example calls to look at. At least two of three calls we can look at. We will need to know the date and time of the call as well as the numbers of the people involved in the call. If we don't have examples, then there is very little we can do.
Third, let us know when you started having quality issues as well as if this is not the first time. Time can be a big factor in call issues. Do you have issues only in the morning, or only at night? Do you only have issues once a month, or is it every day?
Fourth, let us know how your internet is working? Your phones you have with us need the internet to function correctly. If you are having internet issues you will be having phone issues. If your internet is working slowly your phones will be the first to be bothered by it.
Lastly, you can send us an email at firstname.lastname@example.org
make sure you include all the information above. The more you tell us, the better we can help.