VoIP service providers may build in jitter buffers, but sometimes latency will go beyond the buffer’s capacities. Audio must be played at a constant rhythm to be intelligible, so any discrepancy will be noticeable in conversation. Jitter occurs when packets are delivered to a recipient at irregular intervals. In the most pronounced cases of latency, call participants will “speak-over” one another, with the audio arriving at the recipient’s device at irregular and awkward intervals. Latency won’t affect the quality of the audio, but it will throw off the delivery-timing. Latency (delays) can occur when the raw audio is being compressed or when the compressed audio is traveling through the initial provider network (Twilio, etc.). When your call quality suffers, it may be due to one, or several, of the following:Īudio latency. VoIP issues can make calls difficult or even impossible, from echoing and popping noises, to distortion, one-way-audio, and dropped calls. The dotted-line box in the image above describes which phases of the call process you can influence directly. You can’t personally step in and fix issues with the carrier or the recipient, but other hiccups can be addressed. This multi-step journey presents plenty of opportunities for things to go wrong.
This process continues through a carrier network, all the way to a recipient’s device, then it repeats in the reverse direction. Those individual packets are transmitted sequentially through the user’s device, the router, and the VoIP software’s media server (e.g. When a VoIP user speaks into a microphone, that raw audio is converted into a digitized stream and compressed into data “packets” ranging from 10-40 milliseconds each. To understand what could be going wrong, it’s important to have a high-level understanding of how VoIP calls are made. So to get you back on the road to reliable call quality, we’ll outline the most common VoIP issues and offer no-nonsense troubleshooting tips for each. Thoughts of call latency, network congestion, and “jitter” keep many sales and support team leaders awake at night!Īnd if you’re reading this, you probably know that a strong, stable internet connection goes a long way toward fixing common VoIP problems, but it doesn’t always guarantee a seamless experience. However, despite these benefits, voice over internet protocol (VoIP) phone providers have a reputation for quality issues. Many forward-thinking companies choose cloud-based phone systems because they are simpler, more efficient, more cost effective, and more secure than legacy voice-communication providers, such as landlines or PBX phone systems.
Switching to a virtual phone system has many advantages for your business. (Editor’s Note: This post was originally published in April 2017 and has recently been updated for accuracy and clarity)
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