Use this guide when a live call or recording has static, choppy audio, silence, one-way audio, or an unexpected disconnect. Start by determining whether the problem affects the live conversation, the recording in Car Wars, or both.
1. Identify the scope
- Did the issue affect one call or several calls?
- Does it affect one employee, device, location, or phone number?
- Was the problem heard during the live call, only in the recording, or both?
- Was the call inbound, outbound, or Click-to-Call?
2. Run a direct-call test
Place a normal direct call to the same phone or destination. If the direct call has the same problem, the cause is more likely to involve the device, headset, local network, dealership phone system, or carrier. Contact your dealership IT or phone-system administrator while collecting the information below.
3. Check the affected device
- Confirm the headset, handset, microphone, and speaker connections.
- Try a different headset or handset when available.
- Close unnecessary calling applications that may be using the microphone.
- If the call uses an internet connection, test a stable wired network when possible.
- Restart the affected device and place a controlled test call.
4. Compare another user or location
Have another user place a similar test call. This helps determine whether the issue follows a person, device, phone number, location, route, or all calls.
5. Check the Car Wars recording
If the live call sounded normal but the Car Wars recording is silent or incomplete, wait a few minutes and refresh the call record. Do not repeatedly recreate the same customer call. Note whether the call record exists and whether audio is missing, delayed, one-sided, or distorted.
Send Support one exact call example
Include:
- Date, time, and time zone
- Inbound, outbound, or Click-to-Call
- Calling and called numbers
- Affected staff member and location
- Exact symptom and when it began
- Whether the live call, recording, or both were affected
- Whether a direct call and another device had the same result
- A shareable Car Wars call link when available
A specific example lets Support trace the call path and determine whether Car Wars, a carrier, an integration, or the dealership phone system should investigate next. Do not include private customer information beyond what is needed to identify the call.