Skip to content
Elooo CRMHelp Center Go to website

Calls

How to fix choppy audio, echo, delay or one-way calls

Robotic sound, echo or one-way audio almost always come from the network or the microphone, not the number. Test on a wired connection instead of Wi-Fi, close apps using the internet, check the microphone and speaker selected in the dialer, update the app or browser and restart the router.

Updated on

Before you start

  • This article is for calls that connect but sound bad. If the call doesn't connect at all or shows an error code, that's a different problem.
  • Find out whether the issue affects one person, one computer, one network or the whole team: that tells you right away where to look.
  • Keep a headset with a microphone handy for testing.
Where to find it

Dialer (phone icon in the top bar) › audio settings icon › Microphone / Speaker

Step by step

Narrow down the cause

  1. Ask the person affected: does it happen on every call or only some? Only on the computer or also in the mobile app? Only on this network?
  2. If it's one person, the problem is their device, browser, headset or network. If it's the whole team, it's the shared network (router, firewall) or a wider incident.
  3. During or right after the call, check whether the dialer shows a quality warning:
    • high-rtt: high latency; you hear the other person with a delay.
    • high-jitter: packets arriving unevenly; crackling or robotic sound.
    • high-packet-loss: packets lost; chunks of sentences go missing.
    • low-mos (mobile app): overall call score below the expected range.

Fix the network

  1. If you're on Wi-Fi, plug the computer into Ethernet and repeat the call. If it improves, Wi-Fi is the cause.
  2. Close downloads, cloud backups, streaming, video calls and VPNs while you're on the phone.
  3. Unplug the router, wait 30 seconds, plug it back in and let the connection settle before testing.
  4. Test connection quality (latency, jitter, packet loss), not just speed: a fast but unstable connection sounds bad.
  5. On a company network with a firewall or VPN, ask IT to allow Elooo CRM voice traffic.

Fix the device

  1. In the dialer, open the audio settings and make sure the Microphone and Speaker selected are the ones on the headset you're using.
  2. Try a different headset or microphone.
  3. Update the browser or app, disable browser extensions that touch the microphone, and restart.
  4. In the mobile app, check that the app has microphone permission and update to the latest version.

Ask support for help

  1. If nothing works, contact Elooo CRM support with: the affected user, an example contact number, the exact date and time of the call, whether it was inbound or outbound, web or mobile app, the network used (Wi-Fi, wired, cellular) and any quality warning shown.

Tips

  • A headset with a microphone almost always removes echo; echo comes from speaker sound feeding back into the microphone.
  • If only one side can hear, it's almost always microphone permission or the wrong microphone selected; rarely the network.
  • Intermittent drops on weak Wi-Fi: move closer to the router or switch to cellular data in the app.

Common problems

  • The customer can't hear me, but I can hear them → Wrong microphone selected in the dialer, or microphone permission denied in the browser/app. Fix it and call again.
  • Robotic or choppy sound → Jitter or packet loss on the network. Go wired, close whatever is using bandwidth and restart the router.
  • Long delay between speaking and hearing → High latency (high-rtt). Switch networks or turn off the VPN.
  • Echo → Speaker sound is getting into the microphone. Use a headset.
  • The call drops midway → Unstable network. Test on another network; on the mobile app, check whether the system is killing the app in the background.

Frequently asked questions

Isn't fast internet enough?

No. What matters for voice is stability: latency, jitter and packet loss. A 500 Mb connection with packet loss sounds worse than a stable 20 Mb one.

Can I see these warnings after the call?

Yes, quality warnings appear during or right after the call in the dialer and the mobile app; note them down for support.

Was this helpful?