Getting the best audio quality, texting and general mobile app performance is one of the most important things you expect from a business phone system. RingRx has built our platform using the highest technology standards and systems to deliver the best performance in the industry.
As a RingRx customer, it is important to understand how your own network can affect the quality of service you experience and how service impacting issues can be corrected.
How Does RingRx Deliver Service to You?
RingRx is a Voice Over Internet Protocol (aka “VOIP”) communications service. VOIP means that all of our communcations services, whether its phone calls, faxing, or texting, whether on a mobile app, a deskphone, or our browser-based phone, is delivered to you via your internet connection. We utilize special communications technologies to do this effectively. However, its important to understand that there is a significant number of internet services, conditions, and standards. As a result, there can be scenarios that affect the service you experience while using RingRx.
Some common symptoms of Network Connectivity issues include:
- Audio quality problems, like one way audio, crackling, popping, or voice going in and out, or loss of audio part of the way through a call
- Delayed delivery or failed text message receiving
- Inability to send text messages
- Voicemail messages that do not load
- Voicemail messages that do not play
If you notice any of these issues, contact RingRx support at support@ringrx.com or via the Support tab in the RingRx portal to report the issues so we can help identify where the issue is arising and provide suggestions to resolve it.
Conditions of Different Network Connections
Hardwired Networks
Most business premises these days will have a solid broadband internet service with a business class router that delivers network connectivity throughout the office with hardwired network/ethernet cables. When RingRx deskphones are plugged into such a network, the result is usually outstanding audio quality. If this is not the case, then the culprit is almost always going to be related to the configuration of your network router. See below for details.
WiFi Networks
Many offices and remote staff will utilize wifi networks, especially when using the RingRx mobile app. WiFi networks, while usually to not present a problem, can have their own special challenges. This has to do with how traffic travels through the network and over WiFi creating the signals we use to deliver audio to your mobile app extension. It does not have as much to do with speed of your internet, but how the traffic on your network is organized. In an improperly configured router, packets of data from all of your applications, (web-browsing, your EMR, downloading images, playing music, running credit cards, printing, etc) will travel through your network with no organization. These data packets can collide and interfere with each other, slowing some down, and even changing their order. If VOIP packets are subjected to this condition, you will experience audio problems. If you are experiencing audio issues while using a WiFi connection, the first thing to check is Quality of Service settings on your router.
Cellular Data
If you are not in an office or home location with a solid wifi, or if you are unable to get good audio quality while on wifi, your first and easiest option is to use RingRx on cellular data. Of course, for this to work effectively you would have to ensure you are in a location with good cell phone signal. Cellular data is very commonly a superior internet connection for the purpose of VOIP calls. To force the RingRx app to use Cellular data, follow the steps in the section “What if my router does not have QoS feature”
Quality of Service
Quality of Service is a feature that helps regulate traffic to make sure it flows properly and unimpeded. Some lower market routers or routers made for home use do not have QoS feature or a limited feature set. You can learn more about QoS here.
If your router does have QoS, you should create a rule to give VOIP (aka, “Internet Voice”, “Phone Calls”, etc) the highest priority. Rank all other services below this to ensure highest audio quality. Internet voice uses relatively small amount of bandwidth, so this will not affect the speed or usability of other applications.
When implemented correctly, QoS is an easy and highly effective way at ensuring your wifi and hardwired phones get perfect audio.
Common Symptoms of QoS Related VOIP issues
If you are experiencing any audio issues while on WiFi or a deskphone, the most likely culprit is improperly configured network traffic. If so, the first step is to check your router and see if it supports QoS. If so, add a rule to make VOIP or Internet Voice the highest priority. The most common symptoms of QoS related traffic problems are:
- Popping and cracking
- One way audio
- Phone does not ring – just goes straight to voicemail
- Scratchiness
- Audio dropping in and out
- Outbound call says “Trying” for more than a few seconds
What if my router does not have QoS feature?
If your router does not have QoS and you prefer not to buy an appropriate one, then your best bet is to use Cellular Data when using RingRx. Of course, this may affect your cell phone bill. Although RingRx calls do not use very much data. To use Cellular Data on your RingRx app, go to:
- Settings
- Preferences
- Network
- Network Priorities for RTP should be set to Prefer Mobile Data