Audio problem with softphone
Softphones work very well with our voip services. If you have audio problems with the softphone, check the following steps to resolve it. We recommend that you check your internet connection and audio codecs. With our services, you can use the codecs G711u, G711a, PCMU, PCMA, ulaw, alaw and G729.
With other voip providers, you should only use the audio codecs authorized by them. Keep in mind that only authorized codecs should be active if you want to have good audio quality. Disable any other codec available in the codecs list. If your device does not allow you to disable the audio codec, put the authorized codecs first.
Some tips to help you:
Make sure your headphones work well.
Make sure the headphones are properly connected to the computer.
Do audio tests directly on the softphone.
Check the playback and recording volume of your computer.
Verify that only the audio codecs listed above are active.
Change the position between the active codecs in the list, with priority for the codecs listed here.
Codecs: G711u, G711a, G729, ULAW, ALAW, PCMU, PCMA.
Make sure your firewall is not blocking softphone traffic.
PS: If your softphone does not have exactly the codecs listed here, use the ones you have on your softphone, but also in this list.
If the problem persists after updating the audio codecs, you should verify that the router is not blocking audio traffic. If you use our VoIP service or are registered on our site, open à support ticket and we will help you to solve the problem.