Although Voice over Internet Protocol (VoIP) offers superior quality and service compared to legacy private branch exchange (PBX) systems, situations can still occur that frustrate businesses and customers. Having reliable, clear call service is necessary to maintain a professional image. Dropped or choppy communications generates a bad impression and has the power to reduce revenues.
Fortunately, by knowing the reasons for poor VoIP service, companies can solve those problems swiftly. Following are the most common causes of call quality difficulties, and solutions for eliminating them.
#1. Internet Service Provider (ISP)
Often, dropped calls and persistent sound quality issues are related to the business’s ISP. Many SMBs make the switch to VoIP in order to reduce costs, but fail to calculate the exact impact it will have on their total bandwidth consumption. Other issues include the speed or hardware used. Companies that are still using cable connections rather than fiber-optic service can suffer. Ookla offers a free speed test that can be used to determine current capacity.
Another ISP problem results from having two different providers deliver VoIP and network connectivity. Since call issues can usually be traced back to packet priority, voice transmissions are basically vying for precedence over all other types of data transmissions. So if someone in the office starts a download, call quality suffers.
Solution: Switching to a comprehensive provider that offers hosted phone service in a unified business communication service provides companies with effective packet routing.
#2. Call Interference
Crackly sounds, buzzing, fading in and out, and other disruptions make it difficult for people to communicate. This issue is generally referred to as “jitter,” which is essentially a delay in the reception of voice packets. Although the packets are transmitted in the correct order, evenly spaced, and in a continual stream, they aren’t received in the right order. Causes of jitter include network congestion, unsuitable routing, or faulty configuration.
Solution: Moving to a single provider can resolve these problems; or, companies can increase their bandwidth, place calls above all other traffic (voice receives priority), or overcome the issues by resolving hardware incompatibilities.
#3. Echoes and Delays
When the call sounds like it has been placed inside a cave, the echo heard is the result of latency issues. Voice transmission delays that are longer than 50ms can be discerned by users, and make communications extremely frustrating. This type of propagation delay is irksome, but latency is also a result of improper prioritization.
Solution: Purchasing new hardware, arranging for policy-based network management, and instituting packet prioritization can be accomplished either in-house or by contracting with a service provider.
#4. Dropped Calls and Inconsistent Quality
Companies that suffer from fluctuating VoIP quality and frequent dropped calls present an unprofessional appearance. Although quality problems can be addressed using increased bandwidth, sometimes the issues are a result of inadequate switches, routers, or service.
Solution: Choosing a provider that offers active monitoring and troubleshooting is a good start. However, companies can also check equipment configuration and look at options for simplifying their networks.
As more and more businesses move from legacy PBX to VoIP, the need for
superior service becomes clear. Contracting with a single provider offers network performance solutions that solve many call problems for the modern enterprise.