Nextiva fix call quality issues

Nextiva fix call quality issues

Call quality can affect your business’ ability to communicate with customers. Instantly get a temperature check of the overall call quality across all locations and users, and drill down to any potential impacted areas with Nextiva Voice Analytics. In a world of remote work, users connect using a variety of networks, and Nextiva gives you full visibility into the quality of the network and any potential network related issues.

From NextOS, click the menu squares at the top-left and choose Analytics > Voice Analytics. Then, from the Nextiva Voice Analytics home page, click Quality at the top or the Check Quality tile to view data. Nextiva Voice Analytics uses the below rating scale for tracking call quality. You’ll also notice the ratings are color coded as well.

MOS Range

Rating

Description

5 > 3.8

Good

The call would be fully understandable with little to no audio issues.

3.5 – 3.7

Moderate

The call would have some moments where audio was garbled or not understood.

0 < 3.4

Poor

Most of the call would have audio issues, including segments where audio may have dropped entirely.

 

Under Location or User, you can see a snapshot of the selected location(s) or user(s) overall call quality rating. You can adjust the date range on the top left by clicking on the Calendar. Choose a relative or custom time period, and click Update.

Set filters to only show data for specific locations or users by clicking on the Filters icon and selecting the location(s) or user(s) from the drop-down menu. By default, all locations and users are selected. 

TIP: Click Remove All to uncheck all and then check the location(s) or user(s) you would like to view call quality data for.   

Solutions: 

If you are noticing a new issue with call quality (non-recurring issue), consider these troubleshooting steps. 

  1. Reboot the router/modem and retest. Oftentimes this should help resolve new or temporary issues. 
  2. Ensure the local internet network meets the Nextiva network guidelines. For more information, click here. It is good to look for possible trends when call quality is diminished, such as time of day, day of the week, or specific phone numbers. 
  3. If the problem is persistent, export the call details to provide to the local internet provider for further investigation of the issue. For instructions on how to search and export the call details from Nextiva Voice Analytics, click here. 

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