Overview
The Troubleshooting Tab is your first stop for diagnosing and resolving call quality issues. When you log in, you'll see a connection status icon that gives you an at-a-glance view of your dialer's health.
Clicking the icon opens the Troubleshooting Tab, which contains three sections:
Connection Quality – Shows real-time stats about your network, device, and app health
Network Test – Runs a simulated test call to measure actual voice quality
Auto Repair – Safely resets the app to fix glitches without logging you out
Finding the Troubleshooting Tab
Log in to the dialer. Look for the connection status icon in the interface.
Click the icon to open the Troubleshooting Tab. You'll see three sections to choose from: Connection Quality, Network Test, and Auto Repair.
Section 1: Connection Quality
The Connection Quality panel shows a detailed snapshot of your current setup. Use this to understand what's happening with your network, device, and app before or during calls.
What You'll See:
Metric | Description |
Voice Status | Whether your voice connection is registered and ready |
RTT (Round Trip Time) | How long data takes to travel to the server and back (lower is better) |
MOS Score | Mean Opinion Score — a standard measure of call audio quality |
Network Info | Your connection type, download speed, and browser latency |
Device Info | CPU cores, memory, platform, and GPU details |
App Health | JS heap usage, long tasks, tab visibility, audio pipeline status, and storage |
📌 If the tips section says "Your connection looks healthy. No action needed," you're good to go!
Section 2: Network Test
The Network Test runs a real test call through the voice infrastructure to measure your actual call quality. This takes about 10–15 seconds and runs silently in the background — you won't hear anything.
How It Works:
Makes a short background test call through the voice infrastructure
Measures round-trip time (RTT), jitter, packet loss, and MOS score
Tests your actual voice media path — not just a ping
Runs silently — you won't hear anything during the test
Running the Test:
Navigate to the Network Test section and click Run Test.
Wait 10–15 seconds for the test to complete. Your results will appear automatically.
Review your results. The test measures RTT, jitter, and packet loss. If all values are within acceptable ranges, you'll see a confirmation that your network can handle calls without quality issues.
📌 Run a Network Test before your shift starts to catch any issues early.
Section 3: Auto Repair
Auto Repair runs a safe reset of the app. It closes all connections, clears local data, and restarts the app. You'll stay logged in throughout the process.
⚠️ Important: Do NOT use Auto Repair during an active call.
When to Use Auto Repair:
The app feels glitchy (stuck UI, stale data, odd behavior)
You installed an update and things feel "off"
Before reaching out to Support — try this first
Running Auto Repair:
Navigate to the Auto Repair section and click Run Auto Repair.
Wait while the app restarts. You'll remain logged in — the process is automatic.
Quick Reference
Use this table to quickly decide which tool to use based on your situation:
Situation | What to Do |
Calls sound choppy or delayed | Check Connection Quality for high RTT or low MOS |
Starting your shift | Run a Network Test to confirm your setup is ready |
App is frozen or behaving oddly | Run Auto Repair to reset without logging out |
Update installed, things feel off | Run Auto Repair first, then Network Test |
Support asks for diagnostics | Screenshot your Connection Quality panel |