• Choppy Audio: Is most often an issue with the ISP experiencing minor delay or packet loss which is common and usually goes away by the next business day or the customer bandwidth (the network speed) is being over utilized and dropping audio packets.
• Dead Air: Dead air is when you hear nothing on your call after you dial a phone number. You don’t hear the dial tone anymore, but you also don’t hear any ringing; you just hear nothing.
• Dropped Calls: Dropped calls happen when the call disconnects without any input from calling or receiving parties and is often a result of the ISP dropping audio packets.
• Audio Delay: Delay is caused when packets of voice data take more time than expected to reach their destination.
• Speech Echo: An echo effect is typically due to a blockage or mismatch, which results in the signals bouncing back from where they came.
  

• Did the issue just start? If so, have any changes been made to your network/firewall equipment or settings?

• If issue is only effecting one user, have you tried rebooting the device or moving it to a different location to test?
• If issue the issue is effecting all users, try restarting your modem and router/firewall.

• First check to see if the locations are connected on your local network, then contact ISP.

• Is this a daily occurrence or intermittent? If daily, does the issue always seem to happen at a specific time or with a specific user/caller?

• Are you using a software or hardware firewall? Hardware firewalls are physical pieces of equipment that sit between your modem and the rest of your network, software firewalls are generally programs installed on individual computers.

• Many times the network and firewalls will need to be setup to manage the traffic or settings will need to be enabled/disabled to allow features to work properly

• Any changes to the network, such as adding new computers, moving equipment to a new location or even software/firmware updates on a piece of hardware can cause issues to occur.

1. New Issue

2. Pre-existing issue

1. Intermittent: The issue will go away and come back randomly.

2. Consistent: The issue is happening all the time.

How many users are being affected?

1. Single User
2. Multiple Users
3. All Users

1. Sender (Outbound): The Audian user sounds choppy to the other person on the line when they talk.
   • The Audian user is uploading their voice to the internet and could be a bandwidth issue on the upload speed.
2. Receiver (Inbound): The person talking to the Audian user sounds choppy when they talk.
   • The Audian user is downloading the other person's voice from the internet and could be a bandwidth issue on the download speed.
3. Both

• • This would most likely be a packet loss or network over-utilization.