What is Voice Trace
Voice trace is a voice quality troubleshooting feature that captures the media stream of calls and stores them for our Carrier Partner to use in their investigations. It's helpful to identify in-stream audio issues such as noise and echo. It also allows a deeper analysis of the packet data to identify calls impacted by high packet loss, jitter, and other issues resulting from unstable network connections.
Once enabled, Voice Trace will begin capturing RTP on all calls for the account. Depending on your use case and the laws of the jurisdiction(s) you operate in, you may need to obtain recording consent from parties of the call before enabling Voice Trace.
Voice trace captures are stored for 10 days. After this period, the data is purged and new examples are needed.
How to Enable Voice Trace
Voice Trace can only be enabled by our Support team with consent from an account Administrator. Support may request that Voice Trace be enabled to help with an ongoing support escalation.
- Contact our Support team if you are having consistent issues with your calls
- You can raise individual examples by submitting a Call Report directly in the dialer.