Poor audio during calls can be caused by several factors, ranging from network conditions to device setup. This guide walks you through step-by-step checks to identify and fix the most common issues.
User Level:
Admin
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)
See our Quick Fixes Troubleshoot Guide for details.
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.
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.
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.
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.).
Disable VPNs and Firewalls That Block Voice
VPNs often conflict with real-time voice services. Disable them during calls.
Ensure 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.
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
If issues persist, here are the most frequent network-related problems:
Packet loss → Audio gaps, clipped words, or dropped calls.
Jitter → Scrambled or choppy sound due to packet order issues.
Latency → Noticeable delay between speaker and listener.
ISP limitations → Some internet providers deprioritize VoIP.
Router misconfiguration → Devices not prioritizing voice traffic.
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)
Have more questions about call quality? Contact our Support team. We're always happy to help!