Are you experiencing call quality issues with the Web Phone? If so, you've come to to right place to start troubleshooting the issue!

Here are the most common reasons why users experience call quality issues.

1.) Low Bandwidth/Poor Internet Connection.
2.) Poor Audio Quality from a particular device.
3.) You may have too many applications running at the same time.

A great tool to use is using the Twilio Network Test. The data points we will need is Jitter, Packet Loss and Latency which can be found in the Log Output. Please save this information for the support team if you're experiencing call quality issues.


Here's a guide to interpret the warning messages you are seeing:

Common error messages when the Web Phone is not connecting to our servers

  • ice-connectivity-lost

  • anything with "ice" in it

The Web Phone needs the following ports & protocols open:

Client-side port

Server-side port






10,000 - 20,000


Common error messages when the Web Phone is experiencing a poor network connection

  • high-rtt

  • low-mos

  • high-jitter

  • high-packet-loss

If you see any of the above messages it indicates that the quality of the connection between the Web Phone and the servers is not sufficient. The stream of packets to and from the server is getting interrupted, the packets are not arriving in the order they were sent or only some packets are arriving. recommends using a wired connection over a WiFi but we have many customers on WiFi using the Web Phone with success.

Problems with audio

  • constant-audio-input-level

  • constant-audio-output-level

  • No audio from microphone

  • Audio packet drops

These warnings are shown when the Web Phone detects no audio from the microphone or coming from our servers to the user.

First check that your headset is selected properly in the audio settings (the little black speaker icon), and that your headset is not muted with its own mute function.

If the problem persists, it is possible that your network may be blocking audio packets.

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