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Call Quality Reports

This guide answers some common questions and explains what to do should you encounter any call quality concerns.

Items Needed

• Caller Number or Dialed Number
• Date and Time of Call
• Report should be made within 24 hours of call

If you experience poor call quality while using the Prysm Voice platform, we request that you reach out to our support team so that we can review the call traces and all diagnostic information pertaining to that specific call. Please be sure to include the items above in your request so that our team can quickly assist you.

Understand, there are a lot of variables when it comes to VoIP (Voice Over Internet Protocol) and how it traverses networks. These variables include, but are not limited to, your Internet Service Provider (ISP), your local area network (LAN) and/or wireless local area network (WLAN), your cellular network carrier (connection + location), and the Public Switched Telephone Network (PTSN).

Voice is one of the most sensitive protocols as it must be routed in real time. If there are any major delays in transmission then you will begin to notice scrambled audio artifacts. Conversations must be full duplex or the calling and receiving parties would not be able to communicate effectively. Whereas with video the data can be buffered (i.e. downloaded in the background) and then played back with a slight delay, this is not possible with phone calls.

Due to the volume of calls, it’s important to let our team know of any call quality concerns within 24 hours of the call. We have limited information after the first 24-48 hours and only maintain call traces up to 5 days. (Not to be confused with call data records. These are generally available for customers within the manager portal for up to 30 days.)

Updated on September 23, 2022

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