If you’re a VoIP user, you must’ve realized its umpteen benefits. Apart from being extremely cost-effective and scalable, it’s far more advanced and superior compared to many other communication tools.
The technology, which rolled out commercially in 1995, has come a long way since then. Over the years, it evolved a lot and, to a great extent, replaced landline phones at the enterprise level.
As per a study, one in every three businesses in the world uses VoIP to enhance their productivity and reduce their costs on international and long-distance phone calls. In the coming years, many more will follow suit to stay competitive.
But like all great things, it has its shares of problems, which can be risky if not resolved on time. This blog post discusses some common VoIP issues as well as offers solutions to fix those immediately.
10 common VoIP issues and how to fix them
Even though VoIP technology has improved leaps and bounds since its launch, it’s still not one hundred percent foolproof or error-free. Here are some common issues that affect VoIP phone calls.
Patchy connection and breaking up of voice
This problem occurs mainly due to packet loss and fluctuations in bandwidth capacity. Sometimes, the data packets reach their destination late or don’t reach there at all. This can make the connection choppy and break the voice from both ends. The problem also arises in case of insufficient network bandwidth or fluctuations in its capacity.
Now, the question comes “how to fix the patchy connection and uneven voice?” At the outset, make sure your internet connection is stable. Conduct a speed test and find out your network speed. Run a network assessment test. Also, conduct packet loss tests to know the percentage of packet loss. A packet loss between one and 2.5 percent is good enough. But if the rate ranges from 10 to 15 percent then it’s terrible.
Let’s be honest, it can be embarrassing if the line suddenly goes dead during a business call. In the earlier days of VoIP, dropped calls mostly occurred due to slow internet connection, issues with the router, and other issues.
Even though the dropped-call rate has diminished a lot in the last few years due to advancements in technology, it remains a big concern for the companies who make massive volumes of outbound calls on a high-volume network.
Let’s discuss some reasons for dropped calls in today’s time. Network disconnection is one of the main reasons for dropped calls. Call duration limits also cause calls to drop after a specific time. Apart from all those, a license issued on the VoIP phone can also cause the call to drop.
To fix dropped call issues, update your VoIP device with the newest firmware. Make adjustments to router settings to enhance UDP timeout intervals.
“Hi, can you hear me?” “Hello, is my voice audible?” It’s not uncommon to hear customer service representatives ask these questions every once in a while. Has it ever happened to you, that you are in the middle of a call and you hear no audio from the other end?
The occasional no audio can occur due to several reasons. The simple reason can be an issue with the microphone or its settings. A more complex reason is because of a firewall blocks the flow of Real-time Transport Protocol (RTP) packets.
To fix the issue, check on the microphone. If the mic is integrated with your earphones or headphones, then select the headset as the default microphone. If the problem persists, then check the firewalls and open the ports if it’s blocking the RTP packets.
Poor audio quality
Jitters, noisy backgrounds, shrills, and anything that affects the audio quality may cause huge problems in business calls. If you’ve ever experienced poor audio quality, then you know how irritating and confusing it can be. It’s even more so for customers and other people involved in your business who will get a bad experience due to this problem.
First, let’s understand what the reasons for poor audio quality are. It can be due to bandwidth problems. If the bandwidth isn’t sufficient then it will affect the overall audio quality. Apart from that, hardware issues, poor network configuration, latency, and other issues may hamper the audio quality.
The easiest way to fix the issue is to check your network. After doing that, ask the other people to check theirs. Make sure that your VoIP system is free from all of the above issues. Once you fix the poor audio quality issues, you can win the customer service game.
If you have experienced an echo in a phone call, you know how irritating it is. But it’s extremely confusing and embarrassing when your customers face the same problem. A few of them can be so bad that it’ll make you look as if you are speaking from a cave.
VoIP echo can occur due to problems in the device, electromagnetic interference, network latency, headset lag, high receiver volume, poor wiring, or external influences. As much as you hate echoes, you may not avoid them completely. But you can take care of some basic things to reduce the occurrence of echoes, if not eliminate them. Start with the simplest things first.
Make sure that the volume of the receiver isn’t too high. Check the device for any damages or issues as well as ensure that it’s properly plugged in and has all the necessary updates. Unplug the connection and connect it again. Test your calls after checking the device.
Calls going straight to voicemails or another number
If the calls from your customers, suppliers, or vendors go directly to your voicemails or get redirected to another number, instead of ringing on your device, then you’ll have to face a lot of problems. A few of those are angry and frustrated customers, with no orders, and no deliveries.
There can be many reasons behind the calls going straight to your voicemail. Fortunately, however, it’ll take a little of your time and effort to fix the problem.
You need to make sure that your phone is registered with your VoIP provider as well as all the settings are in place. Also, make sure your phone number is not on Do Not Disturb (DND) mode. Take a look at the existing call forwarding configuration and make sure that all your numbers are active and registered with your VoIP provider.
One calling system doesn’t work while the other works
If one of your calling systems is working fine but another isn’t, then it’s more likely that the VoIP Phone MAC address is yet to be registered. Or, you may need to update the configuration.
To fix the problem, use a tried-and-tested network port and a known working spot. In case you find one calling system is working in both the locations but the other doesn’t, the problem lies with the latter. But if both the calling systems work well in one place and neither works in the other location, then it could mean that the problem lies with the Ethernet, which is not able to function.
To fix this issue, contact your VoIP provider for potential configuration or firmware updates. If there are no problems with the updates but the problem persists, then you may have to replace your device.
Not being able to make outgoing calls
If you’re not able to make outgoing calls and you see a large X sign on your screen, then it may be because you’ve double Network Address Translation (NAT) or dual routers that drop some important data packets or affect your flow of packets.
This problem lies with network layout rather than router configuration. To fix the issue, make sure you don’t have two routers (or dual NAT) as well as disable SIP ALG. Also, try to place your phone on a virtual local area network (VLAN).
VoIP calling system doesn’t turn on
In some cases, the VoIP phone doesn’t turn on. That usually happens when one is not using a Power over Ethernet (PoE) connection. To fix the issue, use a PoE connection and make sure it’s connected with a high-quality network switch and proper wiring.
Apart from using a POE plug or network switch in the AC adapter that comes with the phone, use a T568-B wiring pattern to provide better compatibility.
Issues with caller ID
When you receive an incoming call, two things grab your attention. The ringing of the calling system and the name and number flashed on the display of your VoIP calling system. But if you can’t see the caller ID in some calls don’t be alarmed. The problem may not be from your side. It’s likely that the caller does want you to see the caller ID and has disabled the ‘Show My Caller ID’ option on his calling system. But if you don’t see the caller ID in any of the subsequent calls, then get your display checked to make sure that the problem doesn’t lie in it.
No matter what issues you face with your VoIP phone system, you can solve those easily when you know the potential causes of the problems. After reading this blog post, you will be better able to find out the causes behind some most common problems in VoIP calling systems and resolve those efficiently.