Clear, reliable communication is critical for any business, and VoIP systems make that easier and more affordable than ever. However, if your calls are plagued by lag, echo, or unexplained silence, the benefits can quickly turn into headaches. Understanding the root causes of these common issues is the first step toward ensuring smooth, reliable calls.
Static on the line
If you’re hearing static or crackling sounds during your calls, you’re likely dealing with interference caused by outdated hardware. This issue often arises when using an analog telephone adapter (ATA), which connects traditional phones to VoIP systems. Incompatible power supplies or feedback from connected devices can cause these unwanted noises.
To fix it, try unplugging the ATA and any connected devices, then plug them back in securely. If that doesn’t work, consider upgrading to a dedicated IP phone, which bypasses analog-to-digital conversions and often eliminates static altogether.
Voice echo
Hearing your own voice bounce back during a call is a classic VoIP issue. Echoes typically occur when sound from a speaker loops back into the microphone, either from your device or the person you’re calling. It’s annoying, and over time, it can make conversations harder to follow.
To reduce or eliminate echo, lower your speaker or headset volume, or switch to a USB headset with built-in echo cancellation. Some VoIP software platforms also offer settings that minimize echo, so always check your app’s audio configuration options.
Dropped calls
Dropped calls usually stem from an unstable internet connection or intermittent power issues with your networking equipment. It could also happen if your VoIP system isn’t properly configured to prioritize call traffic.
Start by checking for loose or faulty cables and reboot your modem and router. For ongoing issues, consider upgrading to a business-class router and setting up Quality of Service (QoS) rules, which tell your network to prioritize voice data over other types of traffic.
Lag or latency
A noticeable delay between speaking and hearing a response is a sign of latency. This can lead to awkward pauses, people talking over each other, and overall poor conversation flow. Latency is often caused by network congestion or the use of Wi-Fi instead of a wired connection.
One of the best ways to reduce lag is to switch to an Ethernet connection whenever possible. Doing so will provide a more stable and reliable connection for your VoIP calls compared to Wi-Fi connections. However, if this isn’t feasible, you should pause any network-intensive activities (e.g., streaming or file syncing) during calls to free up bandwidth. If either option doesn’t work, check with your VoIP provider about optimizing routing and server settings or requesting more bandwidth from your internet service provider.
Jitter (or packet disorder)
When someone on the other end of the line suddenly sounds robotic or garbled, jitter is usually the culprit. It usually occurs when data packets arrive at inconsistent intervals, which throws off how the voice is reconstructed during the call.
Reducing jitter can often be accomplished by configuring your router to prioritize VoIP traffic using QoS settings. Some VoIP apps also come with built-in jitter buffers that help smooth out audio delivery. Upgrading your router or using a dedicated VoIP device can also improve consistency.
Calls go straight to voicemail
If your customers are complaining that calls go directly to voicemail without your phone ringing, the issue may lie with your device’s registration or forwarding settings. It can also happen if your internet drops briefly and the phone loses its connection to the VoIP server.
Try restarting your VoIP phone or softphone app and double-check that it’s properly registered with your provider. Also, review any call forwarding, “Do Not Disturb,” or time-based routing rules that might be interfering with incoming calls.
Call connects, but there’s no sound
One of the most confusing VoIP issues is when a call connects, but you can’t hear the other person and they can’t hear you. This is usually caused by router or firewall settings that are blocking audio traffic, even though the call itself connects successfully.
There are several ways to fix this issue, depending on your specific setup. For starters, check whether your audio output is set correctly and make sure your microphone is not muted. If those settings are correct, ask your IT administrator or VoIP provider if there are any specific router or firewall settings that need to be adjusted for VoIP communication. Some routers have a setting called “SIP ALG,” which can cause audio issues and needs to be disabled.
Troubleshooting VoIP issues can be frustrating and stressful, but you don’t have to do it alone. Our VoIP experts can help diagnose your issues and get your calls back to crystal-clear quality fast. Contact us today for expert VoIP support tailored to your setup.