How to resolve choppy, dropped, delayed, or garbled calls
1. Isolate the issue by checking the following:
• Are you the only one experiencing this or is it affecting other phones?
• Any recent changes to your local network? Changes may include the following:
• added a file server to the local network
• added/changed a network switch/router/firewall
• changed Internet Service Provider
2. If there are no recent changes, follow the suggestions below:
Check the performance of your Internet connection
If your ability to connect to websites and/or data services is limited at the moment, along with poor call-quality experiences, you may want to contact your IT Administrator, or your Internet Service Provider (ISP) to check on your internet connection. If you are able to connect to the internet fine (i.e. to websites and data services), run 3 to 4, consecutive speed tests via www.speedtest.net, to measure the performance of your Internet connection. The performance may have been degraded to a point where it is contributing to ‘packet loss’ and/or ‘jitter’, which in turn will affect call-quality performance; voice traffic is highly sensitive to network performance degradations.
What to look for in the speed test results?
To make use of the results, you will need to know what your provisioned bandwidth/speed is; that is what bandwidth/speed are you paying for when you signed up with your ISP. The speed test results will show the following parameters:
Ping
The Ping results reflect the overall delay in the network. The Ping results should be under 60ms; normal can range anywhere between 5ms to 48ms, as it depends on your connection with the ISP.
Download/Upload
The Download/Upload results should be no less than 75-80% of your provisioned speed. Perform 3 to 4 consecutive speed tests noting the consistency in the result, and that the performance is not fluctuating 20% (increase or decrease). If you are getting inconsistent results or if your Actual speed is 75-80% less than your provisioned speed, you may need to contact your ISP to check the performance you are seeing vs what you are paying for. If possible, determine options to get a Business-level service agreement with your ISP. You may have to pay a bit more for the service, however, it will ensure that they provide to the level of performance you are paying for consistently.
Set your Router to Prioritize Voice-related Traffic
Ensure that ‘prioritization’ is configured for the voice-related traffic AND that a ‘minimum guaranteed bandwidth’ for this prioritized traffic is set, on your router/firewall. In most Small Office Home Office (SOHO) routers, these QoS-related features are located in the QoS/Traffic Manager section of the router. Consult the manufacturer of your router for instruction on setting up the prioritization.
How to resolve static or echoing during calls
Follow the troubleshooting steps listed in the previous section to confirm that your router has been configured to prioritize the voice traffic and that a minimum guaranteed bandwidth for this prioritized traffic is set. This is also to ensure that your Internet connection is performing as expected. Move the device to a different location, make sure it is away from devices with EMI (Electromagnetic Interference)
If you are experiencing these symptoms while on your handset, put the call on speaker and see if the issue still persists and vice versa. Check the physical connection of your handset to and from the base, as well as the Ethernet connection from that base to your network switch or wall-jack. Ensure that the cables are connected securely and that they are away from sources of electromagnetic interference (i.e. light fixtures, power supply, and monitors). This is to isolate the problem between a faulty handset and speaker.
Echoing may be experienced if one or both parties in the call are on speakerphone, and the speaker volume is set to moderate or very load. This may also be caused by higher than normal delay relative to network performance. To resolve this, reduce the speaker volume or use the phone handset. If the delay is severe, run a set of speed tests through speedtest.net to confirm the Internet connection performance. If the delay is ISP connection-related, please contact your ISP to resolve the performance matter.