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Fixing bad call quality
Poor call quality in Hoop is usually caused by internet instability, device interference, or network misconfiguration. When Hoop detects a network issue in real time, it displays an error code to help you identify the root cause.Call quality error codes
Web app codes:| Code | Meaning |
|---|---|
high-rtt | High round-trip time — network latency causing delayed or out-of-sync audio |
high-jitter | Inconsistent packet delivery — causes audio crackling or robotic voice |
high-packet-loss | Voice data lost in transit — choppy audio or cut-outs |
| Notification | Meaning |
|---|---|
| high-rtt | High round-trip time detected on this network |
| high-jitter | Choppy audio or crackling noises possible |
| high-packet-loss | Some audio may be missing or distorted |
| low-mos | Low Mean Opinion Score — overall poor call quality |
Common fixes
Use a wired internet connection
Connect your device directly to the router via Ethernet. Wi-Fi is more prone to packet loss and instability.
Close bandwidth-heavy applications
Pause streaming services, file downloads, and cloud backups during calls. These compete for bandwidth with VoIP traffic.
Restart your router and modem
Unplug the power cable from both devices, wait 30 seconds, then plug them back in and wait for full reconnection.
Update your browser
Outdated browsers can cause compatibility issues. Keep Chrome or your preferred browser up to date.
Use headphones with a built-in microphone
A headset reduces echo and improves microphone quality significantly over laptop speakers and mics.
Disable conflicting extensions or third-party apps
Some browser extensions consume bandwidth or conflict with audio. Disable them to isolate the issue.
Check your internet speed
Go to speedtest.net and verify you have at least 5 Mbps upload and download with minimal packet loss.
Can I make calls over Wi-Fi?
Can I make calls over Wi-Fi?
Yes, but a wired connection offers better stability and quality. Use Wi-Fi only when Ethernet is not available.
Which browser is best for calling?
Which browser is best for calling?
Google Chrome offers the best compatibility and performance for Hoop calls.
Why can't the other person hear me?
Why can't the other person hear me?
Check your microphone input settings and confirm Chrome has permission to access your microphone (browser settings → Privacy and security → Microphone).
Viewing call status
Call status information helps you understand the outcome of power dialer calls and manual calls. It is also used as a trigger condition in workflow automations.
Call status types
Answered calls:| Status | Meaning |
|---|---|
| Internal user name | The call was answered by a team member — shows their name |
| Forwarded phone number | The call was forwarded — shows the forwarding number |
| Status | Meaning |
|---|---|
| No-Answer | Default state for unanswered calls |
| Busy | The line was busy |
| Failed | The call failed to connect |
Finding call recordings
Call recordings are stored in your Conversations inbox when Call Recording is enabled on your phone number.Check your local laws regarding call recording before enabling this feature.
Enabling call recording
Go to Settings → Phone Numbers, click the three dots next to your number → Edit Configuration, then toggle Call Recording on.Finding a recording
Search for the contact
Navigate to Conversations and use the search bar to find the contact by name or phone number.
Filter for calls (optional)
Click the three-line icon to filter conversations by channel — select Calls to narrow results.
Recording player controls
| Control | Action |
|---|---|
| Play / Pause | Start or stop playback |
| Playback speed | Change the replay speed |
| Mute / Unmute | Toggle audio |
| Restart | Start playback from the beginning |
| Download | Save the audio file to your computer |
| Transcript | Auto-generate a text transcript of the recording |