--- title: "Resolve audio quality issues - Phones Pro" slug: "resolve-audio-quality-issues-phones-pro" updated: 2026-10-15T01:12:46Z published: 2026-10-15T01:12:46Z canonical: "help.servicetitan.com/resolve-audio-quality-issues-phones-pro" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Resolve audio quality issues - Phones Pro ## Overview This article helps you identify and resolve underlying hardware problems that can affect audio quality, including issues with the headset, cords, or your computer. --- ### #### Who uses this feature - Office employees, Customer Service Representatives (CSRs) - Applies to all business types #### Feature configuration - This feature is only available with Phones Pro integration. To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager. ## Things to know - DECT headsets are not compatible with Dialpad, leading to potential issues with audio quality and dropped calls. To find compatible headsets, see [Get the recommended hardware for Phones Pro](/construction/docs/get-the-recommended-hardware-for-phones-pro). - Wireless headsets must connect to the computer through a USB dongle or adapter to be compatible. Use a dongle to reduce the potential for issues. ## Resolve headset issues Headset connectivity and software updates are essential for proper audio quality during calls. - Ensure that the computer is connected to the USB adapter instead of directly via Bluetooth to the headset. - Download the headset software and ensure it is up to date. > [!TIP] > **Tip:** Try listening to audio from other sources like YouTube or a music player. If you notice the same issue there, it's likely related to your device, possibly your headset or computer. ## Headset connection setup On your computer: 1. Click the **Speaker icon** at the bottom right side of your screen. 2. Click the **Arrow pointing up** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-76l8izrw.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) and select the right device. ![Volume slider for NVIDIA High Definition Audio set to maximum level of 100.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-7piuhfp4.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) On your [DialPad app](https://dialpad.com/app): 1. Click **Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) . *Hardware Settings* pop-up opens. 2. From the *Microphone* dropdown, select your device. 3. From the *Speaker / Headset* dropdown, select your device. ![Settings menu displaying hardware options for microphone, speaker, and camera configurations.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-lucijd7w.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) 4. Click **Test** to receive a test call notification and check the audio. ![Settings menu showing audio options and a test call notification highlighted below.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-5dj0ifx0.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) ## Software updates Jabra and Poly headsets come with special software to check the devices' overall condition and identify any necessary updates. - For a Poly device, install the [Poly Lens](https://www.poly.com/gb/en/products/services/cloud/poly-lens/app) software and check for updates. - For a Jabra device, download the [Jabra Direct](https://www.jabra.com/software-and-services/jabra-direct) app and check for updates. ![Jabra Direct software interface showing update options and current software version.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-jkgsjxw8.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) > [!NOTE] > **Note:** If it's not a Poly or Jabra headset, search the make/model update to see if there's an available software update for it. ## Resolve DialPad issues If the problem doesn't occur with other sources like music or videos, it is likely an issue with DialPad, not your device. Complete basic troubleshooting steps for DialPad to resolve the issue. ## Ensure the DialPad settings are correct 1. In your [DialPad app](https://dialpad.com/app), click **Profile** and select **Preferences**. *DialPad App Preferences* window opens. 2. Under the *Notify me about* section, select **Calls** and **Messages**. ![Dialpad app preferences showing notification settings for calls and messages.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-omvmihse.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) 3. Go to **Other Settings** on the left side of your screen. 4. Under the *Dialpad Everywhere* section, ensure that the top two options are selected. ![Dialpad app preferences showing settings for call controls and CRM integration options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-b2xgpg1b.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) > [!NOTE] > **Note:** If you are using the Embedded Dialer, ensure that the *Show calls made from other devices* option is selected as well. ## Disable your DialPad version Disable the current version of your DialPad and use another option to log in. For example, if you are using the DialPad desktop app, use the web app instead. > [!NOTE] > **Note:** This is a temporary action only to troubleshoot, not a permanent change. ## Clear the cache of your DialPad For the DialPad desktop app: 1. Press the **Alt** key on your keyboard. 2. On the new menu, click **Help**. 3. Select **Clear Cache**. ![Menu options in Dialpad with 'Clear Cache' highlighted for user selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-6fes5xz7.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) For the Embedded Dialer and web version of DialPad: 1. On your computer, open *Google Chrome*. 2. At the top right, click **More** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) and then **Clear browsing data**. A new window opens. 3. Select the **Advanced** tab. 4. From the *Time range* dropdown, select **All time**. 5. Select **Cookies and other site data** and **Cached images and files**. 6. Click **Clear data**. ![Options to clear browsing data including cookies, cached files, and passwords.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-f1sodqva.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) ## Check site settings for ServiceTitan Check Google Chrome site permissions: 1. Go to your [ServiceTitan Dashboard](https://go.servicetitan.com/#/new/dashboards/modular-dashboard). 2. Click **View site information** next to the site URL and select **Site settings**. Google Chrome Permissions page opens. ![Settings menu showing site permissions and options for managing cookies and sound.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-5egxj673.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) 3. Select **Allow** for the following site permissions: 1. Microphone 2. Pop-ups and redirects 3. Sound ![Settings menu displaying various permissions options for location, camera, and notifications.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-9h0qxdz3.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) 4. Click **Privacy and security** > **Third-party cookies**. 5. Select **Allow third-party cookies**. ![Settings page showing option to allow third-party cookies for better browsing experience.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-zfyujhg1.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) Check if the tab is muted: 1. Right-click on a tab with ServiceTitan. 2. Select **Unmute site**. ![Menu options in ServiceTitan dashboard, highlighting the 'Unmute site' feature.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-quality-issues---phones-pro-image-00kk4r0q.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A50Z&se=2026-10-31T02%3A36%3A50Z&sr=c&sp=r&sig=T9rUD2LIV1k35B4oJg1%2BdBiBtWf%2Fh%2FBDpJdIbMmAJGY%3D) > [!NOTE] > **Note:** If you do not see that option, the site is not muted. ## Document and contact Technical Support If the issue persists after trying the steps above and confirming the computer isn't overloaded, gather all necessary information and contact [Technical Support](https://go.servicetitan.com/#/ask) for further assistance. 1. Document the results of the above steps including your screenshots on the case. 2. Collect call examples from the past 24-48 hours at most. Use the format below to provide examples to the Support Agent: 1. Caller's number 2. Number dialed 3. Date, Time & Timezone 4. Description ## Want to learn more? - See [Get the recommended hardware for Phones Pro](/construction/docs/get-the-recommended-hardware-for-phones-pro) - See [Phones Pro network recommendations and setup](/construction/docs/phones-pro-network-recommendations-and-setup) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)