Softphone App – Troubleshooting Call Quality or Connection Issues
If you are experiencing call quality, audio or connection issues with the Softphone app, work through the following steps.
1. Restart the Softphone and Device
Start by:
- Log out of the Softphone app.
- Completely close the app.
- Shut down and restart your device.
- Open the Softphone app and log back in.
- Make a test call to see if the issue has been resolved.
2. When Connected via WiFi
If the problem continues while connected via WiFi, both your internet connection and WiFi signal strength may affect Softphone performance.
Check Your Internet Connection
Run a Cybertel speed test:
Run Cybertel Internet Speed Test
Once completed, take a screenshot of the results.
Check Your WiFi Signal Strength
A weak or unstable WiFi signal can cause poor audio, dropouts and other Softphone issues.
Install a WiFi analyser on the device and test the signal strength from the location where the Softphone is normally used.
For Android:
For Windows:
WiFi Analyzer and Scanner – Microsoft Store
3. Send Us the Results
If the issue remains, please send Cybertel:
- A screenshot of the internet speed test results
- A screenshot of the WiFi analyser results
- A brief description of the problem, such as poor audio, one-way audio, dropouts or calls disconnecting
This information will help our support team determine whether the issue is related to the Softphone, internet connection or local WiFi network.