VOIP Call Quality Issues:
Why It Happens &
How to Fix It

Even though businesses have multichannel communication operations today, phone calls are still essential to the fabric of every company. Sadly, the quality of every phone call is not always ideal. Issues with call quality and/or dropped calls can cause tremendous frustration for companies and customers alike. And for good reason. Not only does it result in loss of productivity, but it also can impact the business as a whole. So why do call quality issues occur? What can businesses do to fix this?

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Poor Call Quality: What Is the Problem?


First, it is critical to note some of the most common signs of call quality degradation. These include echoing, packet dropping (calls cutting out/sounding robotic, scratchy sounding voice quality, and in some cases dropped calls. While companies might not experience persistent call quality issues, call quality degradation or dropped calls occurring for a few minutes per month could lead to massive business losses.

While most people realize when their calls drop, it’s harder to identify when call degradation is occurring or what the underlying cause is. There are patterns, however, that can indicate there might be a serious underlying problem. For example, some people might notice that they experience call quality issues at the same time of the day, week, or month. In other cases, people might realize that their calls drop or that they experience poor call quality during times when their internet usage rates are high. Finally, some unlucky individuals may experience issues on a consistence basis. These are all signs that there is an underlying problem that needs to be addressed.


Who Is Likely to Experience Call Quality Issues?

Every organization can experience these issues at one time or another. Organizations who rely on heavy voice usage for their business are most at risk for these issues. This might include healthcare organizations, emergency services, call centers and organizations with large customer service departments.

While call quality issues or a dropped call may be resolved within a few minutes, their impacts can have significant consequences for the business. For example:

  • A dropped 911 call could lead to a loss of life
  • Dropped calls between patients and hospitals could lead to serious medical consequences
  • Dropped calls at a call center could lead to the loss of customers and missed sales opportunities
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Troubleshooting VOIP Call Quality Issues: Why Does Call Degradation Occur?

There are a number of reasons why an organization may experience call quality issues or dropped calls. The most common and serious issue is an underlay or a connectivity issue. This occurs when the underlying internet or transport circuit experiences some sort of issue. These issues could include packet dropping, increase in network latency, circuit flapping, or a complete failure of the circuit.

Another reason why an organization might experience call quality issues or dropped calls is due to their carrier using legacy equipment. Some carriers have invested larges sum of capital into equipment that can no longer support the current voice technology being used today, SIP. These carriers have to create workarounds in order to be able to support the new technologies. This can lead to critical errors occurring within their data centers that can lead to call quality degradation and/or dropped calls.

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How Can Poor Call Quality or A Call Drop Problem Be Fixed?

There are a few ways to address call quality and/or dropped call issues. The solutions include:

  • Update outdated infrastructure. If there is outdated infrastructure, it needs to be updated. Examples of outdated infrastructure include T1 PRIs, ineffective underlying transports such as best effort broadband connections, and the use of carriers who cannot natively support SIP technologies. Transition from legacy environments to modern options with the guidance of experienced professionals.
  • Transition to SD-WAN. SD-WAN allows for a managed overlay networking that will allow organizations to run active-active environments with multiple internet connections, it will automatically failover traffic between underlying transports while maintaining active calls, and creates optimized routing between multiple underlying transports to ensure the highest quality service is always being used.

These are a few of the key solutions for dealing with dropped calls.


Rectifying Problems with VOIP Call Quality and Dropped Calls

Businesses need reliable phone connections to communicate efficiently with business partners, patients, customers, and more. It can be incredibly frustrating for everyone involved when call quality is regularly impacted or if an organization is routinely dropping calls. That is why it is important to identify potential issues quickly, diagnose the problem, and find the best solution.

At Coeo Solutions, our team of voice and cloud communication experts can quickly identify communication issues and create a more reliable system for any business. If you’re currently dealing with call quality issues or dropped calls, reach out to us for an audit of your existing communication system.

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We call it #TheCoeoWay. It’s a blend of leading-edge technology, fully customized solutions, total transparency and a deep commitment to customer service that sets Coeo apart.

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