> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call quality, status codes, and recordings

> Troubleshoot poor call quality, read HoopAI call status codes, and locate call recordings inside your conversations inbox.

This page covers three call-related topics: troubleshooting bad call quality, reading call status details, and finding call recordings in Conversations.

***

## 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                       |

**Mobile app notifications:**

| 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

<Steps>
  <Step title="Use a wired internet connection">
    Connect your device directly to the router via Ethernet. Wi-Fi is more prone to packet loss and instability.
  </Step>

  <Step title="Close bandwidth-heavy applications">
    Pause streaming services, file downloads, and cloud backups during calls. These compete for bandwidth with VoIP traffic.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Update your browser">
    Outdated browsers can cause compatibility issues. Keep Chrome or your preferred browser up to date.
  </Step>

  <Step title="Use headphones with a built-in microphone">
    A headset reduces echo and improves microphone quality significantly over laptop speakers and mics.
  </Step>

  <Step title="Disable conflicting extensions or third-party apps">
    Some browser extensions consume bandwidth or conflict with audio. Disable them to isolate the issue.
  </Step>

  <Step title="Check your internet speed">
    Go to [speedtest.net](https://www.speedtest.net/) and verify you have at least **5 Mbps upload and download** with minimal packet loss.
  </Step>

  <Step title="Check firewall and port settings">
    Ask your IT team to confirm that **UDP Ports 10000–20000** are open, as some firewalls block SIP traffic used for VoIP.
  </Step>
</Steps>

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="Which browser is best for calling?">
    Google Chrome offers the best compatibility and performance for Hoop calls.
  </Accordion>

  <Accordion title="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).
  </Accordion>
</AccordionGroup>

If none of the above steps improve quality, contact Hoop support with specific examples and the error codes you saw.

***

## 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.

<Steps>
  <Step title="Open the contact's conversation">
    Navigate to **Conversations** and open the contact.
  </Step>

  <Step title="Find the call record">
    Locate the call entry in the conversation thread.

    <Frame caption="Call entry in conversation thread">
      <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-call-status-details.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=08007f65f51122a9bdaa6de05eb0d803" alt="Call status details" width="481" height="250" data-path="images/conversations-call-status-details.png" />
    </Frame>
  </Step>

  <Step title="View call details">
    Click the **three dots** next to the call to open its details.
  </Step>
</Steps>

### 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      |

<Frame caption="Answered call status">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-call-status-answered.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=1af965d4efbe7728df1aa43d58f8a74a" alt="Call answered status" width="517" height="469" data-path="images/conversations-call-status-answered.png" />
</Frame>

**Unanswered calls:**

| 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.

<Note>
  Check your local laws regarding call recording before enabling this feature.
</Note>

### 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

<Steps>
  <Step title="Search for the contact">
    Navigate to **Conversations** and use the search bar to find the contact by name or phone number.

    <Frame caption="Search for the contact">
      <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-call-recordings-search.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=4df502083ad99f9a69920f9e39429033" alt="Recording search" width="343" height="332" data-path="images/conversations-call-recordings-search.png" />
    </Frame>
  </Step>

  <Step title="Filter for calls (optional)">
    Click the three-line icon to filter conversations by channel — select **Calls** to narrow results.
  </Step>

  <Step title="Open the conversation and find the recording">
    The call recording appears in the conversation thread as an audio player.

    <Frame caption="Call recording player">
      <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-call-recordings-player.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=70e71a6e2cd3cef2fa950ad843a693c7" alt="Recording player" width="624" height="247" data-path="images/conversations-call-recordings-player.png" />
    </Frame>
  </Step>
</Steps>

### 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 |