May 26, 2020
VoIP services have become an integral part of cloud-based business communications. This peer-to-peer technology offers a wide range of benefits, including expanding your local global presence, as well as reducing operational costs.
Critical To Keep in MindBefore discussing VoIP issues, it’s crucial to understand that many commonplace problems result from internet connection quality and network equipment. Therefore, choosing a reliable Internet Service Provider (ISP) is just as important as anything else and can help you avoid any future VoIP issues. If you still don’t have a dedicated internet line for your cloud-based business communication, this will most likely also impact the overall call quality.
Choppy Voice is is arguably the most common problem for every business using cloud-based communications. Remember those stuttering sounds created by brief yet annoying silences in the middle of the phone conversation? This situation is referred to as Choppy Voice and can be a pain for businesses that depend on customer interactions.
|Caller Side||Callee Side|
|Slow internet connection||Location|
|Wireless/Bluetooth headset||Poor mobile network coverage|
Have you ever realized that the other party is hearing you much later than you speak? Maybe you’ve also had the uncomfortable experience of hearing your own voice while talking? Audio Delays and Echos happen when your telecom provider’s servers are located too far away or when you are placing long-distance calls.
How to Fix It:
|Transmit Voice Via Nearest PoP||Choose VoIP Service With Direct Access|
|CommPeak created a proprietary telecom infrastructure and guarantees that your calls will always travel the shortest distance.||For the best audio quality, you should work with communication vendors like CommPeak that have direct access to local providers all over the world.|
By choosing CommPeak, you’ll get pristine local call quality while simultaneously saving on international calls. We have 12 PoPs strategically located worldwide, ensuring minimal audio issues.
Another typical call quality issue revolves around Voice Compression. VoIP systems work with different codecs that compress the audio data to travel more efficiently through the internet.
There are two main codecs for voice compression: G.729 and G.711.
|This code has a higher quality compression, making it travel quicker, but drastically reducing the quality.||This codec has a lower compression, helping to produce a better voice quality.|
Critical To Keep in MindIf communications are crucial for your business success, it’s imperative that you select VoIP providers like CommPeak that have direct access to telecom supplies that use the G.711 codec. CommPeak also has enterprise-grade bandwidth, circumventing poor quality issues.
When your office network is overloaded (and your bandwidth is not unlimited), your call center most like will suffer from Inconsistent VoIP Call Quality.
To learn more about how to create the optimal VoIP environment at your call center, read our blog.
If your average number of Dropped Calls begins to increase, you should first track the precise times they occur. These insights will help you figure out why they are happening.
Possible Reasons When Dialing a Number:
Possible Reasons During a Conversation:
Problems with caller IDs are yet another challenge for businesses that regularly deal with calls, especially considering getting the customer or lead to answer is their primary aim.
Answer Success, or Seizure Rate (ASR), is the number of successfully connected calls compared to the total attempted ones. The calculated percentage amounts to your call center’s ASR. A low ASR indicates poor performance.
Jitter is the period of time it takes for data packets to be sent from one server to another. A slow arrival time could be caused by network congestion or inefficient routing. Jitters are measured in milliseconds and more than 15-20 ms of jitter can result in latency and packet loss.
If your call center has ever experienced these familiar Voice over IP problems, then you’ll know how frustrating they can be and what impact they have on your business. Hopefully, after reading this article, you’ll learn how to find the source of your problems and even how to mitigate them.
However, with CommPeak, you’ll never have to worry about voice connection quality. So if you want to stay out of trouble, choose CommPeak today!