If your business relies on VoIP phones, you're familiar with the frustration that can occur when call quality drops. Maybe your clients sound like robots, calls cut out mid-sentence, or there’s an annoying delay every time you speak.
These issues not only hurt communication, but they also damage credibility with your customers.
The good news is that most VoIP problems are measurable, preventable, and fixable. But first, you need to understand what affects call quality, how to monitor it, and when to take action.
In this article, we will walk you through the key metrics that define VoIP call quality, show you how to measure them, and explain how to resolve the most common issues that plague small and midsize businesses.
Why VoIP Call Quality Still Frustrates Businesses
If you have ever heard these complaints in your office, you are not alone:
- “The call was breaking up the whole time.”
- “There was a long delay before I heard a response.”
- “I could hear them, but they couldn’t hear me.”
- “The call dropped right in the middle of the sale.”
These are classic signs of VoIP call quality issues.
Why VoIP Call Issues Are Often Network-related
VoIP works by sending voice data over the Internet. That means your call quality depends on the health of your internet connection and your internal network. Any delay, inconsistency, or congestion in your connection can affect your calls.
Unlike traditional phone lines, VoIP calls are sensitive to factors such as bandwidth limits, hardware performance, and the configuration of your office network.
The Good News? Most Problems Are Fixable
You do not need to live with these problems. Most call quality issues can be resolved once you know what to measure and identify the specific breakdown. Whether the problem lies in your router, your provider, or your connection, there are ways to identify and fix it.
The Key Metrics That Define VoIP Call Quality
Latency (Delay)
Latency is the delay between when you speak and when the other person hears you. A little delay is normal, but anything over 150 milliseconds can start to feel awkward or disruptive in conversation.
High latency can make calls feel like you are constantly talking over each other. Slow or overloaded networks often cause it.
Jitter (Inconsistent Audio)
Jitter refers to variation in packet arrival times. In simple terms, it is what makes audio sound choppy, robotic, or out of sync.
VoIP traffic is sent in packets. If those packets arrive at inconsistent speeds or out of order, your phone struggles to reassemble them, which affects audio quality.
Packet Loss (Missing Voice Data)
Packet loss occurs when some voice data packets fail to reach their intended destination. Even a small amount of packet loss can result in missing words, garbled audio, or dropped calls.
Most good VoIP systems can tolerate minor packet loss, but anything over 1 percent can quickly become noticeable.
MOS Score (Mean Opinion Score)
MOS is a standardized method for rating call quality, typically on a scale from 1 (poor) to 5 (excellent). Anything below four is considered a red flag.
Many VoIP providers include MOS ratings in their call logs or dashboards, giving you an easy way to track performance over time.
How to Measure These Metrics in Your Network
Use VoIP Monitoring Tools and Dashboards
Most modern VoIP systems include built-in tools to monitor call quality. These tools can show latency, jitter, and packet loss on a per-call basis. If your provider offers a customer portal or call analytics dashboard, check it regularly.
Some systems even send alerts if quality drops below acceptable levels.
Perform Network Speed and Consistency Tests
Basic speed tests will tell you your upload and download speeds, but you also need to look at jitter and packet loss. Utilize VoIP-specific testing tools to simulate calls and assess how your network performs under real-world conditions.
Run these tests during different times of day to see if usage patterns affect your performance.
Ask Your Provider for Call Quality Reporting
If you're unsure where to start, ask your VoIP provider for assistance. Many providers offer detailed reports showing your recent call quality scores. This data can help identify patterns or problem areas that need attention.
If your provider cannot provide you with this data, it may be time to explore other options.
Document When and Where Issues Happen
Keep track of when call quality issues occur. Are they random or tied to certain times of day? Do they affect certain users, devices, or locations more than others?
This information is valuable for troubleshooting. It helps narrow down whether the issue is your network, your internet provider, or the VoIP system itself.
Common VoIP Issues and How to Fix Them
Echo, Delay, or Choppy Audio
Cause: Usually due to high latency, jitter, or packet loss
Fixes:
- Prioritize VoIP traffic using Quality of Service (QoS) settings on your route.r
- Use wired Ethernet connections instead of Wi-Fi.
- Avoid high-bandwidth activities, such as video streaming, during business hours.
- Upgrade your internet plan if bandwidth is consistently maxed out.
Dropped Calls or No Sound At All
Cause: Network interruptions or misconfigured firewall settings
Fixes:
- Check your firewall and router settings to ensure VoIP traffic is not blocked.
- Update your VoIP system firmware and restart affected devices.
- Run diagnostics to confirm your internet connection is stable.
Poor Quality During Peak Usage Hours
Cause: Bandwidth saturation or contention
Fixes:
- Add a dedicated VLAN for voice traffic
- Use a business-grade router that supports VoIP.
- Schedule automatic cloud backups or large downloads outside of business hours.
Problems with Wi-Fi vs Wired Connections
Cause: Wi-Fi instability, interference, or signal loss
Fixes:
- Move to wired connections for desk phones and VoIP adapters.
- Use higher-quality access points and place them strategically.
- Avoid connecting VoIP phones to guest or shared networks.
When Should You Call Your Provider or IT Team?
If you have optimized your internal network and still experience issues, the problem may be with your VoIP provider or your internet service. Look for signs such as:
- Quality issues that affect all users at once
- Calls that fail to connect or drop consistently
- VoIP phones that lose registration or report errors
Your provider should be able to run remote diagnostics or escalate to a network operations team.
What a Great VoIP Support Partner Should Provide
Your provider should offer:
- Transparent reporting tools
- Help configuring network settings like QoS.
- Clear escalation paths for unresolved issues
- Fast response times when things go wrong
If they do not, it may be time to explore other options that include more robust support.
How Managed IT Can Help Monitor and Prevent Future Issues
Managed IT providers like AIS can help monitor your network in real-time and identify VoIP issues before they disrupt your day.
They can configure your equipment correctly, prioritize traffic, and assist you in selecting the ideal VoIP solution for your specific needs.
Learn more about your options here: What Is Managed IT Services?
Final Thoughts: You Don’t Have to Live With Bad VoIP
VoIP technology is reliable when correctly set up and supported. Most call quality issues can be attributed to specific metrics, such as latency, jitter, or packet loss.
By monitoring these metrics and making simple network adjustments, you can improve voice clarity and reduce dropped calls.
Here is what to do next:
- Monitor key VoIP metrics using built-in tools or external testing
- Prioritize VoIP traffic and avoid using Wi-Fi for critical calls to ensure optimal performance.
- Contact your provider or IT team if problems persist.
- Document issues so you can fix them faster next time
Need help diagnosing or fixing VoIP issues?AIS can assess your current setup, recommend improvements, and help ensure your team sounds as professional as they work. Contact us today!
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