Troubleshooting Audio Issues for Teams: CyberEscape Online

Living Security uses Twilio's Video & Voice services to provide video & audio conferencing for our Teams experience. If you're experiencing audio issues during a Teams Cyberescape Online experience, this guide from Twilio can help troubleshoot. 

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Troubleshooting Audio Quality Issues 

This guide is intended to help troubleshoot any issues with call quality. This guide covers the following topics for diagnosing and resolving your issues:

Choppy or Robotic Sounding Audio

When audio has a robotic-sound or choppy cuts in and out, this is often caused by packet loss due to excessive jitter on the line. Jitter is the term used when packets are received out-of-order, and can be caused by a number of factors including network traffic, or the technologies used in the call.

For help troubleshooting audio issues caused by jitter, please see Troubleshooting Call Audio Jitter Issues on Twilio Programmable Voice Calls.

One-way or Missing Audio

When a participant can hear the other teammates, but the other teammates can't hear the caller, we refer to this as one-way audio. Missing audio streams can be caused by a number of factors including errors in the connection/handshake, problems during a network handoff, or issues at the source or destination.

For help troubleshooting audio issues caused by one-way audio, please see Troubleshooting One-Way Audio Issues on Twilio Programmable Voice Calls.

Delayed Audio

When participant has excessive delays in the audio, this is often caused by excessive latency on the connection. Audio latency can be caused by a number of factors including delayed packet transmission or delivery somewhere along the line, or the technologies used in the call.

For help troubleshooting audio issues caused by latency, please see Troubleshooting Latency and Delayed Audio Issues on Twilio Programmable Voice Calls.

Audio Echoing

When a caller or callee reports that they hear their own delayed audio being transmitted back to them, we refer to this as call audio echo. Echo is often caused by positioning and volume levels of the speaker and microphone during video play.

For help troubleshooting audio issues caused by echo, please see Troubleshooting Call Audio Echo Issues Twilio Programmable Voice Calls.

Volume Issues

When a caller or callee reports that the volume of a call is either too loud or too quiet, we typically classify this as a call audio volume issue. These volume issues are often caused by the hardware used, including the positioning and levels of the speaker and/or microphone at one end of the line.

For help troubleshooting audio volume issues, please see Troubleshooting Call Audio Volume Issues Twilio Programmable Voice Calls.

Static

When a participant reports audio interference or background noise on a call, we typically classify this as a call audio static issue. These audio quality issues are often caused by the hardware used, including the placement, positioning, and levels of the speaker and/or microphone at one end of the line.

For help troubleshooting audio issues caused by static, please see Troubleshooting Call Audio Static Issues Twilio Programmable Voice Calls.

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