Groove Dialer makes it easy to make and log phone calls from Gmail, Salesforce, and Groove Flow, but ensuring you have crystal clear audio quality on those calls isn't always as easy.
We don't want you sounding staticy, muffled, or muted on your calls with prospects/customers and have built the following guide to help ensure you sound your best when making calls with the Groove Dialer.
A quick background
Before we give you tips on how to solve the most common issues we see related to call quality, it's important to understand how Groove makes these calls possible and what factors can adversely affect your call quality.
To make phone calls from your computer to other mobile phones/landlines possible, Groove utilizes a 3rd party Voice over IP (VOIP) provider called Twilio. This means that once you start phone calls on your computer with Dialer, Twilio and it's partner carrier networks, make the magic of the phone call happen.
Services you may be familiar with, such as Google Hangouts and Skype, also rely on VOIP technology. Like any other VOIP service, call quality with Dialer can be highly dependent on the following factors:
- Network Speed/quality
- Computer hardware and software
- Headset mic/bluetooth quality
Important Note: If you are using bridge dial, the quality of your phone calls will be heavily dependent on the connectivity of your bridge phone (i.e. your cell phone or desk phone)
If you're a Groove Salesforce Admin, we recommend reviewing the following Twilio documentation on best practices for your team. In summary, it highly recommends using wired headsets and working with your IT Team to prioritizing web traffic for Groove Dialer.
If you are ever experiencing poor call quality, it's likely due to an internet network issue, and we recommend you do the following to help improve your call quality:
- Close/quit any bandwidth/CPU heavy applications: Video streaming (Youtube, PGA Live, WatchESPN, etc.), audio streaming (Spotify, Apple Music, etc), large downloads, etc. can utilize a large amount of your computer's bandwidth and CPU, you'll want to close these while making phone calls
- Connect via an ethernet cable: Wi-Fi connections can be unstable and have lower bandwidth than ethernet connections
- Try using bridge dial: If your internet is ever slow/spotty, you should try turning on bridge dial (note, this requires you have a forwarding number configured). When you use bridge dial, the quality of your phone is much more dependent on the connection your bridge phone has (i.e. your cell phone/desk phone)
- Higher bandwidth: Ensure your network can support bandwidth of at least 25-50 mbps per person
- Ensure you have a VOIP compatible router: Older routers can't support VOIP calls and will need to be updated
- Firewalls: Ensure your firewall is not blocking Twilio
If you you are ever experiencing call quality issues, we recommend that you test your network using the following tool. You'll want to ensure that your network is able to support at least as many people you have making VOIP/Dialer phone calls in your office/space, reference the number of 'Twilio Client connections' to determine how many VOIP calls could have been made during the test:
Computer Hardware and Browser Requirements
In order to ensure the highest quality calls, we recommend the following hardware/software setup:
1. Stay up to date: ensure you are on the latest version of Google Chrome. Details on updating Chrome can be found here.
3. Close/quit any bandwidth/CPU heavy applications: Video streaming (Youtube, PGA Live, WatchESPN, etc.), audio streaming (Spotify, Apple Music, etc), large downloads, etc. can utilize a large amount of your computer's bandwidth and CPU, you'll want to close these while making phone calls
4. Connect via an ethernet cable: Wi-Fi connections can be unstable and have lower bandwidth than ethernet connections
Headsets help improve the audio quality of your phone calls and can help reduce echo sounds in your calls.
USB headsets tend to provide the best call quality, but if you have a higher end computer, a 3.5 mm headset should work alright.
To ensure Groove Dialer is connected with your headset, follow the instructions here. If you aren't able to access your microphone settings, you may need to grant Groove access by following the instructions here.
We ourselves use the Groove dialer daily and have had good luck with the following headsets (note, your satisfaction with these may vary):