Voice Over Internet Protocol (VoIP) call quality depends on your network, device, and environment; audio packets are handled in real time, so even small disruptions can affect audio quality. Most call quality issues are caused by unstable internet connections, wireless interference, or device-related audio problems. Use the following recommendations to reduce common issues such as delay, dropped audio, static, or poor sound clarity.

Improve your call environment

Small changes to your setup can prevent avoidable audio issues during calls.

• Avoid blocking your microphone when using speaker mode.
• Adjust your device volume to prevent distortion or echo.
• Use a high-quality headset to improve clarity and reduce background noise.
• Close unnecessary applications to reduce bandwidth usage during calls.

Understand your internet connection

VoIP calls rely on a continuous, real-time internet connection. Unlike web pages or video content, calls do not buffer, so even minor network interruptions can affect audio quality. Call quality can also be influenced by how your calls are routed through your devices, your forwarding settings, or your company's call handling rules.

• A stable internet connection is required for reliable call quality.
• Quality of Service (QoS) can help prioritize voice traffic over other types of network activity.
• If you experience call quality issues, try switching from Wi-Fi to a wired Ethernet connection.
• Restart your modem and router if the issue continues.
• Contact your network administrator or internet service provider if the problem persists.

Compare connection types

Your connection type can directly affect call performance and stability. The way your call is delivered to your device makes connection stability especially important when switching between networks or devices.

Wired Ethernet

A direct Ethernet connection usually provides the most stable and reliable call experience. This is the best option for desk-based workstations and office setups.

Wi-Fi

Wi-Fi performance depends on signal strength, interference, and the number of devices using the network. A strong and stable Wi-Fi connection can support calls well, but weak or congested wireless networks may cause interruptions.

Mobile data (LTE or 5G)

Mobile data may perform better than weak Wi-Fi, especially when travelling or working remotely. Call quality may still vary while moving between coverage areas or towers.

Public Wi-Fi

Public Wi-Fi networks may be unreliable due to congestion, security settings, or limited bandwidth. If call quality is poor on public Wi-Fi, switch to mobile data when possible.

Residential vs. office networks

Home and office networks are often built differently, which can affect VoIP performance.

• Office networks are more likely to include managed infrastructure and Quality of Service settings.
• Home networks often support multiple people and devices competing for bandwidth.
• A QoS-enabled router can improve call quality in residential environments.
• Network congestion can affect how quickly calls are delivered to your devices or forwarded to their destinations.

Optimize your network setup

The way your network is extended or distributed can affect call stability.

• Use additional access points in larger homes or offices to improve coverage and maintain stronger speeds.
• Use range extenders only for smaller spaces or lighter usage needs.
• Place networking equipment in areas that reduce interference and improve signal strength.

Use reliable devices and accessories

Hardware quality can significantly affect how calls sound.

• Use supported and up-to-date devices whenever possible.
• Choose high-quality headsets, handsets, or speakerphones for clearer audio.
• Replace damaged or low-quality accessories that may introduce static or sound distortion.
• Keep your device software and firmware up to date.

Understand common call quality issues

Identifying the type of audio issue can help narrow down the cause more quickly.

Audio cutting out

Audio that cuts in and out is often caused by packet loss, which occurs when parts of the call data fail to reach their destination.

Voice delay (latency)

Voice delay is often caused by latency, which means there is a delay in transmitting audio between participants—this can make conversations feel out of sync or cause people to talk over each other.

Poor or distorted audio

Distorted, choppy, or robotic audio may be caused by jitter, packet loss, network congestion, weak Wi-Fi, or aging hardware.

No audio or static

If you hear static or cannot hear audio at all, check your device volume and confirm that your headset, handset, or speakerphone is connected properly. Test with another device or accessory to rule out a hardware issue.

When to escalate

If call quality issues persist after basic troubleshooting, test on another network or device to isolate the issue.

Contact your administrator if the issue may be related to your call settings, such as call forwarding, device configuration, or how calls are routed to your extension.

If the problem persists across multiple devices or networks, contact Support and provide as much detail as possible about when the issue occurs and what type of audio problem you experienced.