Software Technology

Tips for troubleshooting common business VoIP issues

Many companies now are starting to use business VoIP phone systems. It is easy to see why when you consider the features, cost savings, ease of use and scalability they offer. As with any telecoms setup, though, there are occasions when things go wrong. Troubleshooting common business VoIP problems is extremely useful when attempting to get your phone system working again.

But what are the most common VoIP issues for business, and how do you solve them?

Jumpy or bad quality audio

One common problem some businesses face is choppy audio. Poor voice quality is frustrating because you will not understand what the other person is saying, and they will not communicate effectively with you. The usual reason for jumpy audio is a lack of bandwidth. A quick fix, to begin with, is shutting down any bandwidth-hungry applications you have running.

It can also be worth seeing if you are using the correct compression code. If this does not work, have a look at your dynamic jitter buffer. Audio quality can be negatively affected if this is not configured properly. You should make sure the level is set between 30 to 50 milliseconds. If this does not work, you may need to increase the network bandwidth with your internet provider.


As well as choppy audio on VoIP calls, echo is another common issue for companies. Echo on calls is not only annoying to customers but distracting for staff as well. For this reason, it is vital to find ways to troubleshoot it effectively. Electromagnetic echo can be the root cause in many cases, and this happens when your hardware is positioned too close together. Try moving it further apart and see if this fixes the problem.

If this does not work, it may be that the volume on the phone earpiece is too high. The volume overpowers the mouthpiece and leads to echo if left unchecked. Try turning down the earpiece volume and see if that works. Loose cabling can also be the culprit, so it is worth checking that all wires are connected and in good condition.

Can’t make any calls

If you see a big X on-screen and cannot make any outgoing calls, don’t panic! Not making calls is another common VoIP issue for businesses that users can often solve quickly. The chances are that you have two routers on your network which are dropping vital data packets.

Not being able to make calls is not always to do with router setup, though. It can often be down to your network layout. A good fix is disarming SIP ALG and making sure you haven’t got two routers or a double NAT stopping your packet flow.

Calls are going to voicemail constantly

All businesses know that customers being unable to get through on the phone is disastrous. Unresponsiveness quickly causes customer problems, which means that you need to act fast if you find incoming calls are being routed to voicemail constantly. For example, voicemail diversion is usually down to a setting issue – phones may be in Do Not Disturb mode.

Once you make the phones active again, you should start to get calls as expected. It is also worth checking that any affected phones are registered with the VoIP provider, should this issue present itself.

Troubleshooting common VoIP issues for business

To summarise, these are some common problems businesses can face when using VoIP. The technical issues are no different than similar issues you sometimes get with more traditional telecoms systems. For more complex VoIP problems, you should call in an expert for help. The user can often fix more minor issues by troubleshooting the symptoms.