Zoom Audio Calls

[grschafer]

Hello -

For some reason many of my regular Zoom phone calls cut out at random times, however, all of my Zoom video calls are perfect.  Some of my Zoom video calls last for several hour and there is never an interruption.

Does anyone else ever experience this issue with audio only calls?

Thank you

[FORE-Craig]

Hi @grschafer 

Are you taking about audio-only Zoom Meetings, or about the actual Zoom Phone application for business?

[grschafer]

I am using the Zoom Phone application.  I reinstalled the latest Zoom desktop client to see if that made a difference and unfortunately not.  Again, video calls are perfect.  Regular phone calls are where I run into the call cutting out.  Thank you for any tips you may have!

[FORE-Craig]

HI @grschafer 

You're welcome!

Is this something that just started happening recently?

Has it ever worked properly?

Have you noticed a difference between the reliability of incoming versus outgoing calls?

Are you new to Zoom Phone?

There are many things that could impact a call, generally they are related to the quality of your internet connection, or potentially your own network WiFi/Ethernet. 

There is the Quality of Service (QOS) Dashboard that can help you visualize the details of your calls:

https://zoom.us/pbx/page/account/metrics/pbxqos/#/dashboard/quality/overall

You can also send a Problem Report directly to Zoom Phone Support through the Zoom app:

https://support.zoom.us/hc/en-us/articles/6425534341261-Sending-a-Zoom-Phone-problem-report

I hope this helps!

[enielsen]

There is network diagnostics tab one can get added to one's web portal by requesting from your CSM that basically runs a test call and reports on latency, jitter, etc.

[Eliot]

Hi grschafer,

try running Speedtest.net to see what speeds you are getting, latency, jitter and packet loss.  You can run a continuous ping with date/time stamp so you can see what was happening on your network. You can also take a look a cpu and memory utilization when you experience issues. 

normally, when meetings are good, zoom phone should also be good. 

if you are using Wi-Fi, please try wired if you can. 

thanks. Eliot 

[Eliot]

Another speed test that you can try is

https://speed.measurementlab.net/#/

thanks. Eliot