More businesses are adopting Voice over IP (VoIP) for their communications every day. As remote work becomes the norm, issues affecting call quality are becoming more frequent.
Fortunately, the most common VoIP call failures can be identified and resolved with relative ease. Let’s explore the four most frequent VoIP issues and how to fix them effectively.
When we talk about choppy voice during VoIP calls, we refer to brief silences or robotic-sounding audio that disrupt conversations. This issue is often a sign of insufficient network bandwidth. To ensure clear communication, you should allocate at least 100 kbps per simultaneous call on your network. A good rule of thumb is to assume that at least 1 in 10 employees will be on a call at any given time, unless you run a call center—where the number of concurrent calls can exceed the number of employees, sometimes by 1.5 to 3 times or more.
Another potential cause of choppy audio is high network latency—the delay in transmitting data to and from your VoIP server. Latency can be measured using a simple tool called Ping, and enterprise-grade applications can track latency fluctuations over long periods to detect hard-to-identify network issues. Ideally, latency should be just a few dozen milliseconds, but even if it reaches several hundred milliseconds, calls can still function well. The real problem arises when latency is inconsistent, causing what is known as Jitter.
To compensate for network variability, many VoIP systems use a Jitter Buffer, which temporarily stores and processes audio packets to smooth out disruptions. However, if jitter fluctuations exceed the buffer’s capacity, this mechanism may not be enough, requiring an external solution beyond your VoIP system.
Lastly, network interruptions—though unnoticeable when browsing the web or checking emails—can significantly impact voice calls.
If you or your team members are working remotely, or experiencing voice disruptions, try the following solutions:
By optimizing your network, you can significantly improve VoIP call quality and ensure seamless communication.
🔹 High-bandwidth devices on the same network
If possible, turn off devices that may be consuming excessive bandwidth. Even a Smart TV streaming YouTube or Netflix can significantly impact your network. If turning them off isn’t an option, close bandwidth-heavy applications and test the call quality. If performance improves, you’ve identified the root cause.
🔹 Configuring QoS (Quality of Service) on your router
Instead of disconnecting other devices, activate QoS settings on your network router or even on office switches if you have a wired setup. QoS prioritizes VoIP traffic, ensuring high call quality without disrupting other online activities.
🔹 Insufficient bandwidth
Sometimes, your actual internet speed is lower than what your service provider advertises—occasionally dropping to levels that make VoIP unusable. Run a speed test to verify your bandwidth. If it’s consistently below the required levels, contact your internet provider to address the issue.
By implementing these strategies, businesses can significantly enhance VoIP call reliability and maintain seamless communication.
Echo occurs when you hear your own voice as if it were coming from the other side of the call, while delay (latency) causes speech to arrive late, often leading to overlapping conversations where both parties talk at the same time.
Both issues are easy to identify and resolve. Try the following solutions:
Headset or Audio Device Interference
Echo often originates from the audio device in use, whether it’s a headset, speakerphone, or desk phone. Ensure your device has echo cancellation features, or try lowering the volume to reduce feedback.
Electromagnetic Interference
Other electronic devices can cause echo or disruptions in VoIP calls. Avoid placing your VoIP equipment near devices that may generate electromagnetic interference, such as wireless routers, microwaves, or large power sources.
Internet Service Provider (ISP) Issues
Your internet connection quality directly affects VoIP performance. If the latency (ping time) between you and your VoIP provider exceeds several hundred milliseconds, you may experience echo or delayed voice. Run a speed test to check your network performance, and if issues persist, contact your ISP for a solution.
By addressing these factors, businesses can eliminate call disruptions and ensure a smooth, professional communication experience.
“Can you hear me? I can hear you, but it seems like you can’t hear me…”
This is one of the most frustrating VoIP issues, though it has become less common. When one or both parties experience complete audio loss during a call, the issue is usually caused by misconfigured VoIP equipment or network address translation (NAT) issues that haven’t been properly handled.
In these cases, your VoIP provider or network administrator should ensure that VoIP calls passing through NAT are properly routed. Often, the solution is as simple as setting the “nat” parameter to “yes” (nat=yes) and ensuring that the VoIP system correctly assigns IP addresses to data packets.
Another common cause of no audio in VoIP calls is misconfigured call compression codecs. This is like having both ends of the conversation speaking different languages—making it impossible for the devices to understand each other. This issue requires intervention from your VoIP provider or system administrator, as it can stem from either the VoIP platform or the IP phones themselves.
By ensuring proper NAT configuration and codec compatibility, businesses can eliminate audio loss and maintain seamless communication.
If your calls are frequently dropping, you’re facing one of the most complex yet easiest VoIP issues to solve. Complex, because many businesses initially struggle to accept the root cause—often looking for blame elsewhere. Easy, because once the issue is acknowledged, it can typically be resolved quickly.
Most VoIP systems provide detailed logs on disconnections for devices using the SIP protocol. For example, in Asterisk-based systems, logs typically mark a disconnection as “UNREACHABLE”. Each time a device disconnects, it loses any active call, leading to user complaints about dropped calls. In call center environments, calls may even be disconnected before reaching an agent.
Before a complete disconnection, the system may flag the device with a “LAGGED” status, indicating high delays and degraded call quality. This can result in choppy audio, poor call quality, or sudden call drops. In this context, a device can refer to a phone extension, an IP trunk or line, or even an IP PBX that is part of the communication system.
If your VoIP system provides logs or error reports, start by reviewing them to identify patterns such as:
Esta versión mantiene la claridad y estructura, reforzando la importancia de analizar registros para
VoIP Trunk Disconnections
If the issue occurs only on one or more VoIP trunks, the problem likely lies with your IP telephony provider. Contact them for assistance, as this is a common cause of call failures.
Multiple Device Disconnections
If many devices are disconnecting simultaneously, look for common factors—such as your office network, VPN connection, or internet service. If all devices disconnect at once and you’re using a cloud-based VoIP system, investigate:
These are the four most common VoIP issues, and in every case, the key to resolving them lies in accurate diagnosis. Understanding the root cause saves time, money, and frustration.
While cloud-based VoIP solutions typically offer higher reliability, they still rely on your local network and internet connection. If your office network has issues, call quality will suffer—regardless of how advanced your VoIP system is.
To ensure optimal VoIP performance:
Conduct a full network audit, including your local infrastructure, ISPs, and cloud service providers.
Check hardware quality—from routers and switches to headsets and VoIP phones.
Evaluate remote workers’ network conditions to prevent home office issues from impacting call quality.
A well-maintained network and reliable infrastructure will help you reduce costs, improve communication quality, and eliminate unnecessary disruptions.
We invite you to explore more articles on this blog, where you’ll find insights, tips, strategies, and real-world examples to enhance customer service in your business, along with other relevant topics in the corporate world.
Feel free to share your thoughts, questions, or experiences in the comments, and subscribe to receive the latest articles directly in your inbox.
We’re here to support you on your journey to success!
By signing up, you confirm that you agree to the storage and processing of your data by Audara to receive newsletters, as described in the Privacy Policy.
Audara: The Customer Experience Cloud Platform That Helps You Create Unforgettable Experiences Across All Channels
Copyright 2025 © Audara
Powered by Audara
By submitting this form, you agree that we may process your personal data in accordance with our Privacy Policy and you accept our Terms and Conditions
We use cookies to optimize your browsing experience and improve our services. By continuing to use this site, you consent to our use of cookies. To learn more about how we handle data and ensure compliance with GDPR, CCPA, and other privacy regulations, please review our Privacy Policy.
