User Connectivity & Call Quality Optimization

To ensure the most optimal settings for your users, we recommend doing all of the following:

  1. Make sure the user's Softphone is setup to ONLY use the Ulaw codecs. Deselect all others codecs.
    (The codecs required to use Ulaw on the Freevoice Softphone are "PCMU/8000" and "telephone-event/8000")
    • For the Windows Freevoice Softphone, you can locate these settings by going to Tools > Options > Audio > Encodings.
    • For the Mac Freevoice Softphone, you can locate these settings by clicking "Freevoice Phone" in the upper left screen (next to the Apple icon), then go to Preferences > Audio > Encodings.

  2. Make sure that the audio headset device is properly configured on the user's Softphone.
    • To check to make sure the audio device is properly configured on the Softphone, go to Tools > Options > Audio > Devices. Make sure that the Audio In, Audio Out, and Notifications have the same device selected from the drop-down menus. To test the audio of the device, click the play button next to the Audio Out and Notifications drop-down menus. You should hear a "whoosh" sound. 
    • If the audio device is not being recognized on the drop-down menus, unplug the headset from the computer and plug it back in.
    • We STRONGLY recommend to NOT use Wireless headsets, as this can  causes call quality issues. Please use Wired headsest ONLY.

  3. Check the user's Computer Firewall settings to ensure that it is allowing their Softphone application to communicate using both public and private network connections.

    1. To access these settings, first use the Windows 10 search bar by typing "Windows Firewall", then select the Windows Defender Firewall option that is located under the Control Panel settings.

    2. Next, click on "Allow an app or feature through Windows Defender Firewall".

    3. Click "Change Settings", then make sure the box next to "Freevoice Softphone" is selected, and the private and public boxes next to it are selected. Once done, click Ok to save your changes.

  4. Check Router settings to make sure "SIP ALG", "H323 ALG" or "SIP Passthrough" is Disabled.
    • For most routers, this can be found under the "WAN", "Firewall" or "NAT Forwarding" settings.
      If you are not sure where to locate it, contact your Internet Service Provider.

  5. Make sure the user is connected to the internet via an Ethernet cable, NOT Wifi.
    • Wifi connections can receive interference from surrounding frequencies, which can cause call quality issues. Wifi also does not provide a consistent flow of data over the network.

  6. Make sure the Network IP Address is not on the Defender Blacklist.
    • To locate this setting on your PBX Admin Portal, go to Apps > Defender > Blacklist.
      Once there, press Ctrl + F5 to do a text search of the ip address to see if it shows up.
    • If you don't know what your network ip address is, you can always find it by going to

  7. Make sure Strict Whitelist settings are NOT enabled on the Defender Whitelist.
    • Due to most household internet services using Dynamic IP Addresses (recycled ip addresses that change), it is important that you make sure strict whitelist settings are disabled, to ensure their connections to the system are not blocked.
    • To find Strict Whitelist Settings on the PBX Admin Portal, go to Apps > Defender > Settings. Make sure that the Device Whitelist Active and User Portal Whitelist Active are set to "N", then click Save.

  8. If you are experiencing Call Quality Issues, check for High Latency via the SIP Peers.
    • High Latency is a delay in data sent/received over the network, which is something that can affect call quality.
    • To check whether your network has high latency, login to the PBX Admin Portal and go to PBX > PBX Info > SIP Peers. If you notice the Status of any of the extensions reach 200 ms or higher, this is an indication of high latency, in which case you will want to contact your Network Administrator to diagnose/troubleshoot as necessary.

If you are still experiencing issues registering the extension or have call quality issues, contact the Support Center.