Are you having trouble getting clear audio in our system or no audio at all? The audio Adversus can receive and send is determined by the conditions in which Adversus is being run.
The conditions are determined by the network, hardware, and software involved when Adversus is running. When each of these parts is good, your audio quality will be as equally good.
If you're not experiencing a perfect and frictionless audio experience in Adversus fear not, this troubleshooting guide will take you through all steps necessary to achieve just that!
When you are in-call, we categorize the different audio sources as "parties"; the caller is the a-party, and the callee is the b-party. In the test you will be doing while troubleshooting, your PC will be the a-party and your handset will be the b-party.
This guide will cover the following scenarios:
One-way audio – the sound of one party is not working
No audio – the sound of all parties is not working
Static/robotic sound – the sound cuts or is robotic
Echo – one or more parties hear the audio bounced back
Prerequisites
Check your current audio settings in Adversus
Before moving forward with troubleshooting audio quality issues make sure that Adversus is set up with the desired speaker and microphone.
Enable call recordings in your campaign settings
In your campaign settings, you can enable call recordings on the agent and callee channels.
You have checked your current audio settings and verified that your microphone is sending audio by looking at the waveform next to the dropdown
You have enabled call recordings for both channels (Agent and Callee channel)
One-way audio
If you're having issues with one party of the call having audio issues, there are multiple ways to determine what could be causing this.
Make a test call
Open a lead in Adversus
Enter your own phone number and call yourself
When in-call you should be able to hear yourself in your headset connected to your PC and in your handset, if not then you should know whether the missing audio is from the a-party or the b-party
No audio from A-party
If you speak into the microphone connected to the PC and you are not able to hear yourself in your handset, then a firewall is blocking outgoing traffic in the range of ports needed by Adversus.
No audio from B-party
If you speak into the microphone on your handset and you are not able to hear yourself in the headset connected to your PC, it could indicate that either a firewall is blocking the audio from reaching your PC or a telecoms carrier is having issues parsing audio to our servers.
Check the recording
When you have concluded no audio is coming from the b-party hang up the call and locate the recording.
I can hear the b-party on the recording: If you are able to hear the b-party on the recording on the call and you cannot hear the b-party when in-call, this indicates either the firewall on your PC or a firewall on your network (router) is blocking the audio. Please proceed with this article.
I can't hear the b-party on the recording: If you are not able to hear the b-party on the recording you need to get in touch with our support team as this indicates no audio is coming from the carrier who is terminating the call.
No audio
To confirm that no audio is working, we need to make a test call to be able to determine why no audio is coming to either party in a call.
Make a test call
Open a lead in Adversus
Enter your own phone number and call yourself
When in-call you should be able to hear yourself in your headset connected to your PC and in your handset, if not no audio is coming at all with either parties this could indicate either a firewall blocking the audio both ways.
Check the recording
When you have concluded no audio is coming from either the a-party or the b-party, hang up the call and locate the recording.
I can hear the a-party, but not the b-party: If you are able to hear the a-party on the recording but cannot hear the a-party when in-call, the issue lies with the terminating carrier – you should get in touch with our support team who will assist you.
I can hear the b-party, but not the a-party: This indicates that audio is reaching our servers from the terminating carrier, but a firewall is blocking our servers from parsing the audio to your PC. Please proceed with this article.
I can't hear the a-party or the b-party: This could indicate a mismatch in audio codecs in our servers. You should get in touch with our support team who will help you get going again.
Static/robotic sound
If you are experiencing quality issues with the audio like the audio is cutting, sounds robotic, or there's static sound from time to time, it's usually because of poor network conditions between your PC and our data center.
To better determine where in the chain of network devices the issue might be, we need to make a test call or listen to calls where there have been issues.
Make a test call
Open a lead in Adversus
Enter your own phone number and call yourself
When in-call sharpen your ears and take note of the following;
is the audio from the a-party (PC) clear when listening on the b-party (handset)?
is the audio from the b-party (handset) clear when listening on the a-party (PC)?
Check the recording of the test call or any other problematic call
There are a few legs in the network traffic where poor conditions will impact the quality you will hear when in-call and on recordings.
The sound from the b-party is robotic in-call, but good on the recording: This indicates that the network conditions between your PC and our data center is poor
The sound from the b-party is robotic in-call and on recordings: This indicates poor network conditions between our data center and the terminating operator or poor coverage on the handset. If you are sure the handset you are calling has great coverage then please get in touch with our support team, because we might be having issues with an operator/carrier.
The sound from the a-party is robotic in-call but good on the recording: This is a clear indicator of poor network conditions between our data center and the terminating carrier. You should get in touch with our support team.
The sound from the a-party is robotic in-call and on recordings: If your sound from the a-party (PC) is robotic when in-call and on recordings, then the network conditions between your PC and our data center are poor.
Echo
If either you or the people you are speaking to are experiencing the audio bounced back to them, it's most likely caused by latency issues between our data center and the terminating carrier.
Please get in touch with our support team.