VoIP call quality issues and how to fix them

Posted on Monday February 03, 2020

With the growing advancements in cloud technology and faster internet speeds, more and more companies are turning to Voice over Internet Protocol (VoIP) for their business communications. But just like with any service, you might run into some issues, particularly with call quality. Here are some of the common problems and how to address them.

Choppy voice

The main factor in disjointed, start-stop sounding messages in a VoIP environment is packet loss, which occurs if individual data “packets” are lost in transmission. When this occurs, the gateway at the receiving end of the call tries to predict what's been lost; but when it can't, the gap in data remains empty, resulting in choppy audio.

Insufficient bandwidth is often to blame for this issue, so make sure to check your bandwidth usage. Limit the use of bandwidth-heavy applications (e.g., video streaming apps) and tweak your router settings to prioritize VoIP traffic. Also run a test for malware or spyware, which may be hogging the bandwidth.

Static

Many VoIP systems use an analog telephone adapter (ATA) to convert analog voice signals to digital signals. This sometimes produces static during calls, with the culprits usually being incompatible power supplies or feedback from the phones plugged into the ATA.

Easy fixes include unplugging/replugging the ATA and/or the devices connected to it, or switching to IP Phones, which require no analog/digital conversions.

Voice echo

It's fun to hear your voice repeating throughout the high-walled canyon you're hiking, but not so great when you're talking on the phone.

There are a few things you can do to reduce it, such as adjusting volume and microphone/amplifier gain settings, upgrading your USB headsets, or implementing VoIP echo cancellation software.

Jitter

Jitter happens when data packets arrive at the receiver in the wrong order, creating a garbled voice.

You can minimize this issue by using a jitter buffer - an area where data packets are temporarily collected, stored, and sent out in a regular, orderly fashion. This way, packets are delivered perfectly every time.

Want to ensure a smooth experience with VoIP? Let us handle all of your VoIP concerns. We can help you manage everything, from planning to installation to optimization. Contact us today for more information.