Troubleshooting Audio Quality Issues on Twilio Voice Calls

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

Choppy or Robotic Sounding Call Audio

When call 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 Call Audio

When a caller can hear the other party, but the other party 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 Call Audio

When caller or callee reports excessive delays in the call audio, this is often caused by excessive latency on the line. Call 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.

Call Audio Echoing

When a caller or callee reports 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 at one end of the line, or by crosstalk on copper wire (landline) networks.

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

Additional Call Troubleshooting Resources

If your issues are not related to call audio, one of these troubleshooting guides may be helpful:

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