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Voice Problems

Click on any of the following questions to jump to the answer:

  1. I’m having voice quality problems when I make calls from my PC.

  2. I’m having voice quality problems when I make calls from either my phone or PC.

  3. On my calls only one side is hearing sound – the other side gets silence.

Questions & Answers

I’m having voice quality problems when I make calls from my PC.

The most common symptoms of poor voice quality when making calls from “This PC” are:

  • Can’t hear anything
  • One way voice (one side can hear, the other side cannot)
  • Choppy voice

These issues are almost always associated with one or more of these:

  • Other apps on your PC causing performance degradation,
  • A Poor Internet connection,
  • Your PC/Mac audio/sound settings
  • Headsets, or
  • Firewall port blocking problems

Also, you can usually bypass all causes of voice quality problems by choosing a Calling Device other than “This PC” to make your calls with turboDial. That’s a good option if you determine that your PC or network are not going to be compatible with voice calls.

Try these steps one at a time to find the cause:

    • Reboot your PC to kill off any processes that may be hogging resources.
    • Twilio provides a test tool here. There are 2 tests to run for the client on your PC and 2 test to run for your network. Run all tests and look for indications of problems that could cause voice quality issues. You may need to work with your local IT support personnel to resolve any issues.
    • Carefully review the sound settings on your PC/Mac. You may be using different audio devices for the microphone or speakers than you expect.
    • Try a different headset. Your headset may have a broken wire or a bad connector.
    • If your headset connects via the audio jack on your PC, try using a USB headset, and likewise, if you’re headset uses USB try using a headset that connects via the audio jack.
    • If you have a Bluetooth headset or a noise canceling headset, try a plain wired headset.
    • If your PC is connected to your router via WIFI try connecting using an Ethernet cable.
    • Try a different PC.
    • Power off your Router and your Internet Modem (cable or DSL). Wait 2 minutes and power back on.
    • Try using a different Internet connection. For example, if you are experiencing the problem in your office try it at home.

    I’m having voice quality problems when I make calls from either my phone or PC.


    Note that the turboDial app sets up your calls but is not involved in sending or receiving voice; voice is handled by Twilio. So persistent voice quality problems must be investigated with Twilio.If it persists you can have your account owner login to the Twilio account and submit a support ticket. In that ticket it is always helpful to include the “SID” for an example call that had the problem.  That “SID” value can
    be found in the Call Note Record that turboDial created, and in the body of the note comments the “SID” is the long string of characters following “Twilio ID=”.

    On my calls only one side is hearing sound – the other side gets silence.

    This is called “one-way voice”.

    Note that the turboDial app sets up your calls but is not involved in sending or receiving voice; voice is handled by the internal software of your PC/Mac and Twilio.If you are making your calls using your PC and a headset then the one-way voice problem is almost always associated with the headset you are using or the sound settings in your PC/Mac, or both. Please thoroughly review your sound settings to make sure they are configured as they should be. If that doesn’t solve the problem also try re-booting your PC/Mac.

    And see this page for some additional step you can take.If you are making your calls using a Calling Device such as your mobile phone or a desk phone, then the one-way voice may be caused by a problem in Twilio’s network. If it persists you can have your account owner login to the Twilio account and submit a support ticket. In that ticket it is always helpful to include the “SID” for an example call that had the problem.  That “SID” value can be found in the Call Note Record that turboDial created, and in the body of the note comments the “SID” is the long string of characters following “Twilio ID=”.

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