Dealing with VoIP Call Quality Issues in Office Phone Systems

Call quality issues can severely interfere with your business’s workflow and communications. And while voice-quality issues are less prevalent in today’s VoIP systems than they were a few years ago, problems can still occur from time to time. VoIP calls can be much more difficult to troubleshoot because network activity can change throughout the day. Here are some basic troubleshooting steps you can take to get your office’s VoIP system back in order.


Echoing is a common problem with VoIP systems, but an easy fix. If one or both parties hear repeated voices, you may have an echoing problem. Echoing is caused when a microphone picks up sounds from a phone’s earpiece. This can be resolved by having both parties turn down their handset volume or use a headset.


Choppiness or “breaking up” occurs when sounds, like words, get lost in the call. Choppiness is typically caused by “packet loss” from an unstable connection. You will want to make sure your firewall is configured properly to prioritize VoIP traffic. You may also want to do an online connection speed test to verify that your connection is consistent with what your ISP is providing.


Delays can be trickier to solve, and in some cases are inevitable. Laggy audio is frequently a result of high latency connections. If you’re trying to make a very long-distance call, some delay may be unavoidable. Otherwise, try running a ping or traceroute test to determine where the delay is coming from. You will probably need to contact your internet service provider to find a resolution.

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