Dropped calls: a network ready for voice and video
Choppy, robotic or delayed audio: in most cases it isn't the phone or the provider, it's a network that treats voice like any other data.
Why it happens
Voice and video need packets to arrive at a steady pace. If someone downloads a large file or a backup uploads, the network gets congested and voice packets arrive late or get lost: that's what you hear as drop-outs or a robotic voice.
How to fix it
- Voice VLAN: phones on their own logical network, separate from everything else.
- QoS (quality of service): the router and switches give voice and video priority over other traffic.
- Cable rather than WiFi for desk phones and meeting rooms.
- PoE switches that power phones over the same cable.
- Enough upload bandwidth: on a video call you send as much as you receive.
- UPS so a brief power dip doesn't reboot the network.
How to tell if it's the network
If drop-outs coincide with busy periods, such as backups, downloads or lots of guests on WiFi, it's almost certainly a prioritisation problem. A network check measuring latency, jitter and packet loss confirms it.
Frequently asked questions
Do I need a faster connection?
Not always. Often it's enough to organise the network and prioritise voice. If your upload speed is too tight for the number of simultaneous calls and video meetings, then an upgrade makes sense.
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