Troubleshooting for Audio and Voice Quality Issues

Topics Covered:

• Phones Have Quality Issues
• Phones Are Experiencing One-Way Audio
• Phones Are Having Delayed Audio 
• Phones Are Experiencing Jitter
• Phones Are Dropping Calls Frequently

Phones Have Quality Issues

✅ Check Network Stability 

• Run a speed test (Upload/Download). 
• Look for high latency (>150ms), jitter (>30ms), or packet loss (>1%). 

✅ Switch to a Wired Connection (If on Wi-Fi)

• Wi-Fi VoIP phones may experience interference and latency issues.

✅ Verify Headset/Speaker Connection

• Check for loose cables or try another headset. 

✅Restart the Phone and Network Devices: 

• Power cycle to refresh network routing. 

Phones Are Experiencing One-Way Audio

✅ Check Network Configuration 

• Ensure SIP ALG (Application Layer Gateway) is disabled on the router. 

✅ Test With Another Call 

• Call another extension to see if the issue persists. 

✅ Verify Codec Settings

• Ensure supported codecs like G.711 or G.729 are enabled. 

✅ Restart the Phone and Network Devices 

• Refresh connections and re-register SIP settings. 

Phones Are Having Delayed Audio

✅ Run a Network Speed Test

• Check for high latency (>150ms) and jitter (>30ms). 

✅ Use a Wired Connection 

• Wi-Fi networks introduce delay use Ethernet for VoIP. 

✅ Check for High Bandwidth Usage

• Ensure no downloads or streaming are affecting bandwidth. 

✅ Restart the Router and Phone 

• Refreshes the network path for better audio performance. 

Phones Are Experiencing Jitter

✅ Run a Jitter Test

• Use an online VoIP test tool to measure jitter. 

✅ Prioritize VoIP Traffic in QoS Settings 

• Enable Quality of Service (QoS) for VoIP packets. 

✅ Use a Wired Connection

• Wi-Fi often introduces jitter use Ethernet. 

✅ Restart the Phone and Router

• Clears network congestion. 

Phones Are Dropping Calls Frequently

✅ Check Network Stability 

Run a continuous ping test to the VoIP server.

✅ Verify SIP Expiry Timer 

Increase SIP expiration to 3600 seconds to prevent re-registration drops. 

✅ Restart the Phone and Router

Refresh connections and re-authenticate SIP settings. 

✅ Check for Firmware Updates 

Outdated firmware can cause call drops. 

Now you know the troubleshooting for Audio and Voice Quality Issues. For more help, Contact support@voicestack.com or reach out to us at 407-833-6436.