When poor call quality is detected by Dixa an information box will be displayed.All of the below issues are most likely caused by a poor local network connection often associated with using a wi-fi connection or a computer running low on free RAM or having hardware issues.Poor Call Quality Detected (Mean Opinion Score)"We have detected poor call quality conditions on your local connection. You may experience degraded call quality."Mean Opinion Score (MOS) is a measure of the overall network conditions that affect call quality.Trigger condition: Mean Opinion Score (MOS) < 3.5 for 3 out of the last 5 samples.Poor Call Quality Detected (Round-Trip-Time)"We have detected higher call latency on your local connection. You may experience perceptible delays in audio."Round-trip-time (RTT) is the measure of latency in the network. Higher latency can result in perceptible delays in audio.Trigger condition: Round Trip Time (RTT) > 400 ms for 3 out of the last 5 samples.Possible solutions:Some lower bandwidth fixed internet connections can often have higher latency. If possible, upgrade your internet connectivity.Stick to high-bandwidth connections. Mobile networks such as LTE (mobile 4G Data) can often have high latencyPoor Call Quality Detected (High Jitter) "We have detected high jitter on your local connection. You may experience quality problems such as crackling and choppy audio."Jitter is the measure of variability at which packets arrive. High jitter can result in audio quality problems on the call, such as crackling and choppy audio.Trigger condition: Jitter > 30 ms for 3 out of the last 5 samples.Possible solutions:Use fixed ethernet instead of Wi-Fi whenever possibleReduce packet conflicts on Wi-Fi by reducing the number of devices operating on the same channel.Avoid large data file transfers over the same Wi-Fi environment concurrently with voice.Poor Call Quality Detected (High-Packet-Loss)"We have detected high packet loss on your local connection. You may experience choppy audio or a dropped call."Packet loss is measured as the percentage of packets that were sent but not received. High packet loss can result in choppy audio or a dropped call.Trigger condition: Packet loss > 1% in 3 out of last 5 samples.The call quality is completely dependent on the network connectivity. The process involves the conversion of packets and then the transmission via the Internet line. That is, internet connectivity plays a major role in the overall call quality. Adding to it are other attributes like hardware functionality, parallel application, bandwidth allocation, etc.PC Hardware: Hardware can impact voice quality. Different audio cards and driver combos can interact in different ways.If you’re experiencing voice issues, first try the same test on different hardware to identify if it’s a hardware-specific issue.Here are some recommendations for the agent for getting the best quality when calling via Dixa:Use the Chrome browser or the desktop appA wired internet connectionA high-quality USB headset. Avoid using Bluetooth. Modern, well-equipped PC with sufficient RAMModerate tab usage (too many tabs eat RAM)No other processor-intensive applicationsAnd here are some agent troubleshooting resources that may help: https://support.twilio.com/hc/en-us/articles/223180888-What-are-Twilio-Client-s-network-connectivity-requirements-https://support.twilio.com/hc/en-us/articles/223133127-What-are-Twilio-Client-s-Deployment-Best-Practices-https://support.twilio.com/hc/en-us/articles/223180908-How-do-I-troubleshoot-common-problems-with-Twilio-Client-https://www.twilio.com/docs/voice/client/browser-compatibilityHere are some recommendations for the firewall configuration for getting the best quality when calling via Dixa:Your firewall should allow outgoing UDP to the public internet from the browsers that will connect via the SDK, and allow return traffic in response. If you are operating a restricted network that requires you to allow specific media IPs, our recommendation is to specify the region in your application. If your router includes SIP Application Level Gateway (ALG) function or Stateful Packet Inspection (SPI), disable both of these functions.This link will redirect you to the firewall configuration sheet.Check this article to see how to do a network test