Solve your headset issues

  • Updated on Mar 27, 2026
  • Published on Mar 23, 2026
  • 4 minute(s) read
Prev Next

Problem

If you experience audio quality issues during calls, including echo, static, delays, and audio cuts, you should address these issues and implement appropriate solutions for resolution.

Solution

Use these workflows to decide what solution to use:

Determine types of issues

You may have four frequently experienced issues:

  1. If your rings don't ring through your headset:        

    1. Click the Triangle icon in Dialpad.

    2. Click App Settings. 

    3. In the App Settings window that opens, scroll down to the Ringing / Notification Audio section and select the headset from the dropdown. 

  2. If you can't hear customers:        

    1. In Dialpad or embedded phone, click the Settings icon. 

    2. If customers can't hear you, switch between the Microphone options until you observe fluctuations or variations in the signal strength.

    3. If you can't hear the customer, switch between the Speaker / Headset options and click Test to send a sound to the selected headset. If you can hear the sound, the correct headset is selected. 

  3. If your Dialpad states that you need to grant microphone access, click the Lock icon in the URL to allow microphone access. Or, you can check Google Chrome settings for microphone access. For more, see Google Chrome help. 

  4. If you use the embedded phone and can't hear the customer, but the customer can hear you, and the headset can play audio on other websites, check if the ServiceTitan website is muted.        

    1. On your browser, right-click the ServiceTitan tab. If you see the Unmite Site option, it means ServiceTitan is muted. 

Determine if one or multiple users have call quality issues

If the call quality issue happens to one or several users or to the user who works remotely, follow these steps:

  1. Check your headset model on your computer.        

    Tip: We recommend you use Bluetooth headsets. DECT headsets cause call quality issues.

    1. Bluetooth headsets need to be connected to the computer by using a USB dongle:                

      1. For Plantronics headsets, the dongle is called BT600.                        

        Note: If you want to check for headset updates, go to Hub Desktop and download the Plantronics hub.

      2. For Jabra headsets, the dongle is called Jabra Evolve Link (370).                        

        Note: If you use a Jabra Evolve 65 model, you can update it on the Jabra website.

  2. Unpair and repair the device:        

    1. Check if the headset is connected by Bluetooth or a dongle:                

      1. If it's connected by a dongle, unplug it for 10 seconds and plug it in.

      2. If it's connected by Bluetooth, use a dongle

      3. If no dongle is available, go to Bluetooth settings, unpair the device, wait a few seconds, and re-pair the device

  3. Check if the device is listed as a Headset only:        

    1. On your computer, click Start and search for the Change system sounds feature.

    2. On the Sound screen, select the Playback option and check if the headset is displayed on the Headset option. If not, right-click it and disable it. 

  4. Delete or reinstall audio drivers on your computer.

  5. De-register, delete and reinstall the Dialpad app.        

    1. Log out of the Dialpad App.

    2. Uninstall the Dialpad App from your computer.

    3. Open your profile on Dialpad.com.

    4. Click Your Devices.

    5. Click the More icon and delete the device from this list.

    6. Go to www.dialpad.com/download and download the latest version of the app.

  6. Restart your computer.

If the above-mentioned steps don't resolve the headset issue:

  1. Take a network test at servicetitan.visualware.com.        

    1. For the number of concurrent calls, enter the number of CSRs the company has or 3. If the network test passes, assume that the issue is not network-related. 

Determine if all users have call quality issues

If everyone in the same office has call quality issues, ask one of the users to take a network test.

  1. Go to servicetitan.visualware.com.

  2. For the number of concurrent calls, enter 4 or 5.        

    Note: If you use Virtual Private Network (VPN) for ServiceTitan and Phones Pro, you need to ask your IT team to create a Split Tunnel and direct Dialpad traffic outside of the VPN.

Understand the test result glossary

  • Latency: The duration it takes a packet of data to complete a round trip between two points.

  • Bandwidth: Capacity. The number of lanes my VOIP Freeway has. More lanes = more cars can pass through = less congestion = less traffic.

  • VOIP MOS: The quality test of packet delivery.

  • SIP ALG: A firewall setting that blocks out VOIP Traffic. Issues with VOIP services can happen if this feature is enabled. Make sure to turn this off.

  • Firewall Ports: Entryways for VOIP Traffic. We want ports open. If ports are being blocked, work with your IT vendor/ ISP to open the blocked ports.

The ServiceTitan test informs you if anything needs to be adjusted.

  • SIP ALG is a setting on many consumer-grade routers that can be problematic. Many VoIP providers rely on end-to-end security to establish a connection and SIP ALG hides the server from being able to connect directly with the device. To disable it, you can find instructions on Google by searching your model of router and SIP ALG or contacting your IT Vendor or Internet Service Provider for assistance.

  • If any other sections fail, reboot the router or modem at the end of the day.        

    • Perform a Power Cycle (reboot)                

      • Unplug the power cord from your modem and router

      • Wait 60 seconds and plug the modem back in

      • Wait 60 seconds and plug the router back in

      • Wait 180 seconds for everything to re-initialize.

Note: If rebooting does not help the issue, take the same network test again, screenshot the results, and escalate your case to your technical support specialist.

Related articles