Question

I received a message saying Your connection is unstable while on a phone call. How do I fix the network connection issues?

Answer 

Talk has some requirements that need to be configured from your side. If those are not configured, quality issues may show up.

In general, most quality issues are due to non-configuration of the local network or not allowing real-time traffic. When that happens, you will introduce jitter, latency, or packet loss.

The table below shows the biggest contributors to voice quality issues in any VoIP network.

Issue Description Symptoms
Latency The time your voice data takes to arrive at the destination.
  • Latency causes media delivery delays.
  • Callers may speak over the top of each other.
  • Calls may break up.
Packet loss Your voice data does not make it to the final destination.
  • Packet loss causes gaps and cut-outs in media.
  • Callers may not hear the other side.
Jitter Your voice data arrive at the destination out of order.
  • Jitter creates a "robotic" distortion effect in media.
  • It can create packet loss when it overruns the jitter buffer.

If you experience any of the above symptoms

  • Have your network team or IT team review Talk network requirements.
  • Configure your firewall so all Zendesk IPs are allowed.
  • Once you receive confirmation that the network layer was configured by your technical team, follow the tips outlined in this article: Preparing to use Zendesk Talk.

Zendesk recommends disabling the Wi-Fi connection from your computer and using a hardwired connection. If you don't use a hardwired connection, external factors may affect your calls.

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