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Who uses this: Any user with access to Engage. Availability: Engage add-on, available in the United States and Canada; the network diagnosis runs on both web and mobile.
When Engage calls drop, cut out, or sound rough, run the built-in network diagnosis to see where your connection stands. The diagnosis tests your internet connection and call audio, then grades each result, so you can see which metric is dragging call quality down. Open Engage Settings > Network Diagnosis and select Run Diagnosis to get started.

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Overview

The Engage network diagnosis runs a test of your internet connection and call audio, then reports twelve metrics with a quality status next to each — excellent, good, average, poor, or bad. Engage is a VoIP phone system, so call quality depends on your network: bandwidth, jitter, packet loss, and the type of connection all affect how a call sounds. Running a network diagnosis in Engage shows which metric needs attention so you know what to fix.

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Run a network diagnosis

  1. In Engage, go to Engage Settings > Network Diagnosis, located at the bottom left of the menu.
  2. Select Run Diagnosis. Engage runs its tests and displays the results.
  3. Speak aloud while the test runs so Engage can check your audio quality too.
  4. Read the quality status next to each data point — excellent, good, average, poor, or bad.

Video walkthrough: running a network diagnosis in Engage

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What each metric means

The diagnosis reports twelve metrics. Use the table to see what each one measures, the target to aim for where one applies, and what to do when the status reads poor.

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Tips

For steadier call quality overall:
  • Use a high-speed internet connection, and choose wired Ethernet over Wi-Fi where possible — a wired connection is more stable and faster.
  • Turn on Quality of Service (QoS) settings on your router to prioritize VoIP traffic.
  • Keep the load on your network low during important calls, and test your setup beforehand to confirm it connects quickly.
  • When the diagnosis reports a high MOS score, note the conditions — aim to replicate them for later calls.
  • Keep your network configuration up to date to support faster ICE processing.
  • For advanced setups, edge computing solutions process data closer to the source.
If call quality is poor on desk phones specifically, confirm your SIP connection and Yealink phone are configured correctly — see Setting Up Engage via SIP (DID) and Setting Up a Yealink VoIP Phone.

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Still need help?

Reach the FieldPulse support team through in-app chat or at support@fieldpulse.com. Sharing your network diagnosis results helps the team give guidance tailored to your network environment.