Problem 1) Jitter or data packet loss
VoIP works by transferring small “packets” of data, allowing you to use the internet to make calls. These packets move efficiently along the network to reach a designated IP address, where they are reassembled so that your words make sense to the person you’re calling.
If these packets of data fail to reach their destination, that’s what’s known as “packet loss”. To you, as the person making the call, packet loss will seem like poor call quality, really slow service, or network disruption.
Jitter is when the packets don’t arrive in the order they left your computer, which causes a delay. This is typically caused by a congested network, and small amounts of jitter can typically be fixed by a jitter buffer. A jitter buffer works to shuffle data packets into the correct order so that they reach their destination at the right time.
When this fix doesn’t occur within a reasonable time frame, jitter-induced packet loss occurs and results in choppy audio.
Ways to fix jitter
One really simple way to improve the call quality of your business phone system is to swap from wireless to wired headphones when taking calls. Wired headphones, whether corded or USB, tend to deliver a clearer conversation than wireless alternatives.
If the issue isn’t with your headphones, the next thing to explore is your network. Jitter is usually caused by network congestion, which can be solved by using a network monitoring tool to identify the packet streams carrying VoIP data and tag them for protection. As IT support providers, we can help with this.
Problem 2) Broken audio
Poor voice quality during a VoIP call can be extremely frustrating, and it’s not just choppy audio you might experience – some users notice weird echoes or robotic sounding reverbs that make their voice sound strange.
Causes of broken audio and how to fix
Broken audio is usually related to bandwidth capacity, which measures the amount of data that can be transferred over a connection during a given period. If your VoIP calls are cutting in and out, bandwidth could be to blame.
Start out by verifying your VoIP connection and network stability by running a VoIP speed test, which will let you know how well your network is performing. It’s worth doing three tests for a more accurate average reading. If it turns out your bandwidth is lower than you’re paying for, it’s worth raising with your internet service provider. Or speak to Town & Country about our broadband deals to make the switch!
Problem 3) Dropped calls
Calls are dropped when your phone disconnects from the network. It can sometimes become an issue if you find you’re making a lot of outbound calls on a high-volume network. UDP (User Datagram Protocol) Timeout could also be the culprit.
By doing away with error-checking, a UDP is like a shortcut that apps can use to enable a faster stream of data. When we talk about UDP timeout, this simply means the amount of time a UDP route stays open on a router or firewall. If this timeout interval is too short, your network’s firewalls may close the connection and suddenly terminate the call.
Dropped calls – what’s the fix?
Sometimes the fix is as straightforward as updating your devices with the latest firmware. If UDP is to blame, you may be able to make adjustments to your router settings to increase UDP timeout intervals.
Alternatively, you could switch to a TCP connection. At Town & Country, our VoIP and IT experts can advise on the best solution for your business. Get in touch with us today on 01202 514444 to find out more.
Problem 4) Latency
Latency is the time it takes for audio data to move from a phone or computer to your headset, and appears to callers as a delay in their audio, or sometimes an echo. The amount of lag varies on several factors, including the device itself, the network, and your headset.
Because VoIP relies on your internet connection, there’s no way to completely avoid problems like jitter (though you can make sure you choose the very best broadband option for your business!).
How to fix VoIP latency problems
To first find out what’s causing latency, check that your devices have the latest updates and are plugged in correctly. If in doubt, turn your device off and on again, then test your calls.
A “ping” test is a good way of measuring the problem and working out whether your network connections are strong enough for VoIP calls. This is done by instructing a device to send a “ping” (a basic data packet) to another device. Then, the other device can send one back. This should only take milliseconds – if there’s a delay, you’ll know your network may not be up to the task.
Some wired headphones can produce a small amount of lag, so it’s worth finding out whether your phone system recommends any particular headsets. We can advise you on the best options for your system, to eliminate lag.
Ultimately, if you still can’t get to the bottom of your issues, get in touch with us today. Our experts have successfully tackled all sorts of VoIP issues and are here to help.
Problem 5) No audio
If you’re not getting any audio at all, the root of the problem could be to do with your microphone settings.
No audio? Here’s how to solve the issue
If you’re using a headset, make sure you’ve selected headset as your default microphone and that the docking station is plugged directly into your computer.
Problem 6) Call quality issues
Poor call quality could be down to bandwidth issues – either it’s maxed out or there’s a network instability. In the event of a network instability, your audio quality may be bumped to a lower, more reliable bandwidth.
How to resolve VoIP call quality issues
If you’ve already checked your network quality, it’s a good idea to ask the other person on the call to check theirs. Assessing the quality of the network cables on your devices isn’t a bad idea as well.
Problem 7) Unable to make outgoing calls
Inability to make outgoing calls is likely to be a huge inconvenience for your business, and something that needs to be rectified as quickly as possible.
What’s the fix?
The likely culprit is your network layout. The Application Layer Gateway (ALG) processes specific protocols that get rewritten to flow better through a firewall or Network Address Translation (NAT), which can cause problems for VoIP.
It’s worth considering using ethernet instead of Wi-Fi, as it generally has faster connectivity. It can also be more secure because gaining physical access is the only way to breach the network.
A downside of Wi-Fi networks is that they can be disrupted by other radio signals and even physical objects like walls.
Can’t make calls? Here’s what you need to do
First, try disabling SIP ALG. Also, make sure you don’t have a double NAT or two routers preventing the flow of data packets.
Putting your VoIP phones on a VLAN (Virtual Local Area Network) may also fix the issue. Another upside of putting your VoIP phones on a VLAN is improved security.
Need help with intermittent issues with your phone system? Get in touch!
If the fixes in this guide don’t solve your problem – or you’d simply rather speak to the experts at Town & Country – please get in touch with our friendly team today on 01202 514444. We’re here to help!
