How to troubleshoot call quality issues on VoIP systems

Call quality issues, such as choppy audio or dropped calls, can disrupt important conversations on your VoIP system. This guide will help you identify the cause and troubleshoot common call quality problems.

What causes call quality issues?

Jitter is one of the most common VoIP call quality problems. It usually occurs over connectionless or packet-switched networks. VoIP uses packets to send audio across a network, these packets can sometimes take a different path than intended and result in a call with poor quality or scrambled audio.

Below are some remedial actions for when you're having call quality issues:

• Run a speed test: Cloudflare Speedtest

• Is the jitter below 30ms? If it exceeds 30ms you would have to check your connection to see why there it is that high.

• Is the ping below 20ms? If it exceeds 20ms you would have to check your connection to see why there it is that high.

• Test to see if this occurs on mobile data, or WiFi, or both.

• Are you able to prioritise bandwidth via QoS with your broadband provider?

Best Practice:

• Disconnect any devices from the internet that are not being used as this contributes to high ping/jitter.

• Ask your internet provider to prioritise 'Packets' via QoS.

• Check the router settings to ensure that SIP ALG is disabled.

• Test the connection on both WiFi and mobile data to isolate the issue. This will help you better determine whether the call quality is being impacted by the network/connectivity.

• Contact or check with the network provider to ensure that their connection supports VoIP.

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