What to do when calls sound choppy or keep dropping
Objective
Identify the likely cause of choppy, robotic, delayed, or dropping audio and collect useful call examples for Support.
When to use this
Use this guide when audio breaks up, calls briefly lose sound, or calls disconnect unexpectedly.
Steps
Stage 1 — Identify the pattern
- Note whether the problem affects one call, one device, or every call at the location.
- Record the date and time, your number, the other party's number, and which direction had poor audio.
- Ask another user at the same location whether they are experiencing the same problem.
Stage 2 — Check the connection
- If you are using Wi-Fi, move closer to the wireless access point and place another test call.
- If possible, test from a wired desk phone or wired computer.
- Pause large downloads, cloud backups, video streaming, or other high-bandwidth activity and test again.
- Check whether ordinary websites are slow or unreliable.
Choppy audio and dropouts are commonly caused by an unstable or congested network connection. Wi-Fi signal strength can also affect call quality.
Stage 3 — Check ConnectUC Mobile
- Open Preferences → Calling.
- If the problem occurs while moving between Wi-Fi and cellular networks, set Network Switching Strategy to Always.
- Set RTP Priority to Prefer Mobile Data when Wi-Fi is unreliable, or Prefer Wi-Fi when cellular service is poor.
- Place another test call.
Verification
Place at least two test calls and confirm that both parties hear continuous, clear audio without dropouts.
Expected result: Audio remains clear and the calls stay connected.
Contact Automated Telecom Support
If the problem continues, contact Automated Telecom Support at 760.837.7000 or support@automatedtelecom.com. Provide at least two recent call examples with dates, times, phone numbers, affected devices, and which party heard the problem.