Troubleshooting Common Softphone Issues

• Inadequate internet connection - improve connection speed and quality. 

• Not enough network bandwidth - not enough network resources or too much internal network traffic. 

• Packet loss - data being lost during transmission.  

If you're having issues with your softphone, try some of the tips below to combat the most common softphone problems. Some of the tips are very technical, please raise a ticket if you are not sure what to do. 

• Other Network Computers 

If possible, try turning off other computers connected to your network. 

• File Streaming & High Bandwidth Applications 

Some applications use a lot of bandwidth, especially file streaming apps. Try closing applications like Netflix, Spotify, YouTube, etc. 

• Router QoS Configuration 

If this is an ongoing issue, check your router settings and make sure your Quality of Service (QoS) is set to prioritize VoIP traffic. 

• Bandwidth Limitations 

Check your bandwidth speed. If your bandwidth is consistently lower than the level you pay for, you may need to contact your Internet Service Provider (ISP). 

• Malware or Spyware 

Run a test for malware and/or spyware using Ad Aware or similar software. 

Audio delays or echoes 

Audio delay is a noticeable delay from when someone talks to when they are heard. When there is an echo you’ll either hear your own voice or the caller's voice come back through the call audio. Both of these issues are often easily fixed. Try one of the below troubleshooting solutions for echo: 

• Acoustic interference from phone earpiece 

Echo could be the result of acoustic properties caused by your earpiece being too loud. To see if this is the issue, cover the mouthpiece/microphone and see if the echo stops. If the echoing is resolved, turn down the volume of your earpiece/speakers. 

• Electromagnetic interference from softphone hardware 

Echos can also be the result of electromagnetic interference created when your softphone hardware is too close to other electrical devices. Make sure your phone, computer, power strip, router, and VoIP integrated access device (IAD), also known as a voice gateway, are far apart from one another. 

• Splitters or caller ID devices 

Splitters or caller ID devices can also create electromagnetic interference that results in an echo. Try disconnecting these devices from your router or phone. 

• Your internet service provider 

Your ISP could be experiencing network issues that could affect the signal quality. Delays and echoes are often caused when the ping measurement is greater than 50 milliseconds (ms). Try doing a speed test to check your ping time. 

• Bad equipment 

Old or defective equipment can create impedance fluctuations that create echoes. If you are using a headset, try using the phone's handset. If you are on a cordless phone, try a corded one. If you are on a corded phone, try a different cord or headset. Check cabling to be sure it is not wet or damaged. Try using a new phone and replace any old phones if necessary. 

Crackly sounding calls or jitter 

Crackly static or jittery calls can have many of the same causes as echoes and delays. Potential reasons are that you may not have enough bandwidth available, there may be electromagnetic interference, or your equipment could be damaged. Try one of the below VoIP troubleshooting solutions for crackly or jittering calls: 

• Router QoS configuration 

Especially if this issue is ongoing, check your router settings and make sure your Quality of Service (QoS) is set to prioritize your VoIP application. 

• Electromagnetic interference 

Electromagnetic interference happens because your VoIP hardware is too close to other electrical devices. Make sure your phone, computer, power strip, router, and VoIP integrated access device (IAD), also known as a voice gateway, are far apart from one another. 

• Bad phone power supply 

If there is another phone of the same make and model nearby, try substituting that phone's power supply for yours. A faulty power supply could lead to crackling or jittering during calls. 

• Bandwidth limitations 

Check your bandwidth speed. If your bandwidth is consistently lower than the level you pay for, keep track as you may need to contact your Internet Service Provider (ISP). 

• Caller IDs and splitters 

Other devices can create electromagnetic echo. Try removing any splitters or caller ID devices connected to your router or your phone. 

• Damaged cabling 

Check your phone's cabling to make sure it is not wet or damaged. 

Voice compression (Codec) 

If your call quality problem doesn’t fall into one of the above categories, but there is an audio quality symptom, you may be experiencing issues with your codec settings. VoIP systems can work with a variety of codecs that compress audio data in order for it to travel through the internet more efficiently. Compression is essential to VoIP systems, but it must be configured correctly for different devices and situations. Try one of the below VoIP troubleshooting solutions for voice compression issues: 

• Incorrect Codec 

If you can change your system's codec, try using a different codec to see if the audio quality improves. You may need to speak to someone in your IT department to do this. 

• Bandwidth Limitations 

If you notice that your calls consistently sound distorted during your office's busy times, there may not be sufficient bandwidth. Monitor your speed with the Epik Networks speed test to see if your bandwidth is lower at certain times. You may need to upgrade internet service. 

Inconsistent call quality 

Inconsistency in call quality can be the result of high demand on your office's network. You can experience great voice quality on one call and have another call suffer any number of issues. Try one of the below VoIP troubleshooting solutions for inconsistent call quality: 

• High bandwidth applications 

Check your other open applications and close any that are unnecessary, especially those that utilize significant bandwidth like Netflix, Spotify, YouTube, etc. 

• Insufficient bandwidth 

If call quality is inconsistent during peak business hours, there may not be sufficient bandwidth for the VoIP system. Monitor your speed with the Epik Networks speed test to see if your bandwidth is lower during certain times. You may need to upgrade internet service. 

• Router QoS settings 

If you have sufficient bandwidth, and this issue is ongoing, check your router settings and make sure your Quality of Service (QoS) is set to prioritize your VoIP system. 

Frequently dropped calls 

If you find that your calls are often being dropped, your office network may be overloaded or you may have faulty equipment. Try one of the below troubleshooting solutions for dropped calls: 

• Bandwidth limitations 

If you notice that your calls are often dropped during your office's busy times, there may not be sufficient bandwidth. Monitor your speed with the Epik Networks speed test to see if your bandwidth is lower at certain times. You may need to upgrade internet service. 

• Router QoS settings 

Check your router settings and make sure your Quality of Service (QoS) is set to prioritize your VoIP system. 

• Defective phone 

If there is another phone available, try using that instead to see if your calls improve. 

Problematic router 

Sometimes issues with your softphone systems can all be traced back to an old, defective, or improperly configured router. If you’re having issues with your system, consider trying one of the below troubleshooting solutions for your router: 

• Router QoS configuration 

Check your router settings and make sure your Quality of Service (QoS) is set to prioritize your VoIP system. 

• Defective or inadequate router 

Older routers can cause transmission problems. An older router may need to be replaced to properly support your VoIP system. Some routers are only capable of supporting smaller sized offices with fewer employees. Check with the manufacturer of your router to determine if the router can support the number of users and network traffic you require. 

Bandwidth problems 

Bandwidth can be the root of many of the most common softphone problems. If you’re experiencing issues with your system, it’s helpful to monitor your bandwidth on a regular basis. Testing your internet speed can help you to determine if you need to upgrade your service or identify high network traffic in your office. When experiencing bandwidth issues trying one of the following troubleshooting steps: 

• Office network problems 

If possible, try connecting directly to your router rather than through the wireless network to see if that makes a difference. There could be several devices in your network, like network switches, that could be causing a problem. 

• Bandwidth hogging applications 

File streaming services like Netflix or YouTube can hog your internet bandwidth, especially if they are streaming high definition videos. Try to identify applications that could be sending/receiving a lot of data over your network. Close any potential bandwidth-hogging applications and check if your VoIP problem is resolved. 

• Upgrade internet service 

To totally correct VoIP issues that are related to bandwidth limit, it is necessary to speak with your internet service provider to upgrade your speed. This could improve your office's productivity with several technologies, not just your VoIP system.