Resolve audio quality issues - Phones Pro

  • Updated on Mar 27, 2026
  • Published on Mar 13, 2026
  • 3 minute(s) read
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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, 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.

  • 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: 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   and select the right device. Volume slider for NVIDIA High Definition Audio set to maximum level of 100.

On your DialPad app:

  1. Click Settings A simple icon representing a settings gear. .
    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.

  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.

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 software and check for updates.

  • For a Jabra device, download the Jabra Direct app and check for updates. Jabra Direct software interface showing update options and current software version.

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, 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.

  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.        

    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: 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.

For the Embedded Dialer and web version of DialPad:

  1. On your computer, open Google Chrome.

  2. At the top right, click More 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.

Check site settings for ServiceTitan

Check Google Chrome site permissions:

  1. Go to your ServiceTitan 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.

  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.

  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.

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.        

    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 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

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