If you’re experiencing poor audio during calls in CloudTalk, such as choppy sound, echo, or delay, this article helps you identify and fix the issue step by step.
User Level:
Admin
Symptoms
You may notice one or more of the following:
Audio cutting in and out, robotic, or distorted sound
Delay or echo during calls
The other party cannot hear you, or you cannot hear them
Voice quality is fine on some calls but poor on others
Call recordings sound clear, but live audio is bad
Root Cause
These issues are usually caused by one or more of the following:
Network instability such as Wi-Fi interference, high latency, or packet loss
Device setup, such as a faulty headset, built-in laptop microphone, or Bluetooth delay
Browser or app environment, such as unsupported browser, outdated app, or missing permissions
VPN or firewall interference blocking voice traffic
No Quality of Service (QoS) configuration, so competing data traffic affects voice packets
Quick Checklist
Before diving into full troubleshooting, try these common fixes:
Use Google Chrome or the CloudTalk desktop app
Switch to a wired Ethernet connection
Temporarily disable VPN and test again
Use a wired headset instead of Bluetooth
Close background apps that consume bandwidth (e.g. video calls, streaming)
Note: When a VPN can actually help
In some countries or with certain internet providers, VoIP traffic may be restricted or blocked.
In these cases, enabling a VPN can temporarily improve call quality by routing traffic through a non-restricted region.
A VPN can also help determine whether the issue is caused by the client’s local network. If calls work normally with a VPN, the problem is likely related to the original network or ISP.
Additional recommended best practices:
Use a high-quality Ethernet cable (Cat 5e minimum, Cat 6 recommended).
Check that CloudTalk is not blocked by your antivirus or firewall.
Make sure ports 80 and 443 to
*.cloudtalk.ioare open and unfiltered.
Step-by-Step Solution
1. Start with a Test Call
If you’re unsure whether the issue is with CloudTalk itself or with your local setup, you can run a quick self-test in the app.
Go to Profile > Settings > Microphone & Speakers.
Click Start test call.
Speak into your microphone.
When playback starts, check the audio quality:
Clear playback: Your microphone and speakers are working correctly. The issue may be related to your internet connection, firewall, or VPN.
Distorted, delayed, or no playback: The problem is likely local. Try changing your microphone/speaker settings, switching headsets, or checking network/system requirements.
You can repeat the test as often as you like.
2. Check Your Headset and Devices
Use a wired headset whenever possible (USB or 3.5mm). Wireless devices can introduce lag and instability.
Confirm your headset is properly connected and selected in Settings > Microphone & Speakers.
Avoid built-in laptop mics/speakers for professional calls.
3. Use the Right Browser or App
CloudTalk officially supports Google Chrome and the CloudTalk Phone desktop/mobile apps.
Other browsers (Safari, Edge, Firefox) may work but aren’t fully supported.
Keep your app and browser versions up to date.
4. Verify Your Network Connection
Voice quality depends heavily on network stability.
Use a wired Ethernet connection instead of WiFi where possible.
If using WiFi, stay close to the router and avoid interference (walls, other devices).
Disconnect unnecessary devices or apps competing for bandwidth (video streaming, large downloads, etc.).
If your device lacks an Ethernet port, use an Ethernet-to-USB or Ethernet-to-Thunderbolt adapter.
5. Disable VPNs and Firewalls That Block Voice
VPNs often conflict with real-time voice services. Disable them during calls.
If your firewall blocks outbound connections by default, whitelist CloudTalk’s domain and ports. Router firewall settings usually require admin access, ask your IT admin if necessary.
Make sure your firewall/antivirus is not blocking CloudTalk traffic.
Allow outbound traffic to
*.cloudtalk.ioon ports 80 and 443.Ask your IT admin to whitelist CloudTalk if needed.
6. Set Up Quality of Service (QoS)
If your office network is shared between voice and heavy data traffic, QoS ensures CloudTalk calls get priority.
Configure QoS on your router to prioritize CloudTalk IPs or general VoIP packets.
See our guide: Setting Quality of Service (QoS).
Common Causes of Poor Call Quality
Packet loss causes audio gaps, dropped words, or disconnections
Jitter causes choppy or scrambled sound
Latency causes a noticeable delay between speakers
ISP or router misconfiguration can prevent calls from being prioritized
See our detailed guide: Fix Call Quality
Still Having Issues?
Double-check System & Network Requirements.
Try a different headset or device.
Contact our Support team with:
Call examples (date/time, number dialed)
A description of the issue (choppy audio, dropped call, etc.)
Your network setup (WiFi vs Ethernet, VPN, router model)