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

# Call Quality

> Troubleshoot audio quality, latency, and connection issues affecting your AI assistant's calls.

Call quality problems fall into two categories: **AI engine latency** (how fast the assistant thinks and responds) and **audio/network issues** (the actual sound quality of the call). Start by identifying which type you're dealing with.

## Understanding the Sources of Latency

Your choice of AI engine directly affects how quickly callers hear a response:

<CardGroup cols={2}>
  <Card title="Fast Engine + Filler Audio" icon="bolt">
    Minimal perceived latency. The assistant responds quickly and uses natural filler sounds ("one moment", "hmm") to mask any processing time. Best for most call types.
  </Card>

  <Card title="Standard or Accurate Engine" icon="brain">
    Longer processing time but more considered responses. Better suited for complex conversations where accuracy matters more than speed.
  </Card>
</CardGroup>

## Quick Fixes

If callers are noticing pauses, robotic audio, or dropped words, try these steps in order:

<Steps>
  <Step title="Run a test call">
    Use the **Test Call** feature in your assistant settings to reproduce the issue in a controlled environment before troubleshooting live traffic.
  </Step>

  <Step title="Switch to Fast Engine">
    In your assistant's AI Engine Configuration, select **Fast Engine** to reduce response latency.
  </Step>

  <Step title="Enable Filler Audio">
    Turn on **Filler Audio** in your assistant settings. This covers processing pauses with natural sounds, making conversations feel more fluid even when the engine needs a moment.
  </Step>

  <Step title="Check your network">
    Poor network connectivity on your end — or at your SIP provider — can introduce jitter, packet loss, and audio degradation. Verify your internet connection and, if using SIP, check with your VoIP provider.
  </Step>

  <Step title="Test different voice models">
    If audio quality sounds distorted or unnatural, try switching to a different voice model in your assistant settings. Some voice models perform better on certain hardware or network configurations.
  </Step>
</Steps>

## Common Issues

<AccordionGroup>
  <Accordion title="Callers hear long silences between turns">
    This is usually an AI engine latency issue. Switch to **Fast Engine** and enable **Filler Audio**. If the problem persists on Fast Engine, simplify your system prompt — large prompts increase processing time.
  </Accordion>

  <Accordion title="Audio sounds choppy or distorted">
    Choppy audio typically indicates network packet loss or jitter, especially on SIP integrations. Check:

    * Your internet connection stability
    * Whether your SIP provider is experiencing issues
    * Firewall or QoS settings that may be throttling SIP/RTP traffic
  </Accordion>

  <Accordion title="Assistant doesn't respond or transcript shows missing speech">
    If speech isn't being detected or the assistant stops responding mid-call, **noise cancellation** may be filtering out the caller's voice.

    1. Go to your assistant settings → **Audio Enhancement Settings**
    2. Disable **Noise Cancellation**
    3. Run a test call to confirm speech is now detected correctly

    This is a known issue in some call environments with background noise patterns that resemble the caller's voice.
  </Accordion>

  <Accordion title="Voice sounds robotic or unnatural">
    Try a different voice model in your assistant settings. Adjust the **speech speed** setting if the voice is too fast or slow for clear comprehension. If you need a specific voice characteristic, consider using a cloned voice.
  </Accordion>
</AccordionGroup>

## Optimizing by Call Type

| Call type              | Recommended setup                                                 |
| ---------------------- | ----------------------------------------------------------------- |
| Outbound sales         | Fast Engine + Filler Audio                                        |
| Inbound support        | Standard or Accurate Engine; test with Filler Audio enabled       |
| After-hours coverage   | Fast Engine for responsiveness                                    |
| Complex data gathering | Accurate Engine; callers expect slower, more deliberate responses |

<Tip>
  The combination of **Fast Engine** and **Filler Audio** resolves the majority of perceived call quality complaints. Try that combination first before investigating network-level issues.
</Tip>