Top Virtual Phone System Problems

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Troubleshooting Business VoIP ProblemsWhile virtual phone systems are a great choice for many, it is not a perfect one. In order to fully appreciate what a virtual phone system has to offer, it's important to understand its challenges, as well as how to address these problems if possible to minimize frustration.

After all, you chose a virtual phone system for your communication needs, and anything that hinders communication hinders your business. And anything that hinders your business, translates into lost revenue.

With that in mind, here are a few top virtual phone system problems and what to do about each.

Dropped Calls

Dropped calls is a common complaint, even among the top virtual phone service providers. Although you may not be able to eliminate the problem entirely, it is helpful to understand common causes, such as the following:

  • Talk Off: Can cause calls to drop at any point during the conversation.
  • Faulty Session Timers: Can cause a call to drop after a set amount of time.
  • No RTP Detection: Can cause a call to drop after one user is silent or puts the call on mute.
  • Bad Proxy: Can cause calls to drop within the first minute of a call.

Additionally, calls may drop due to an external (provider-determined) amount of call time is exceeded or due to internet and/or server disruptions. If you notice a pattern to the dropped calls that fits into one of the common categories above, contact your VoIP service provider.

Bad Call Quality

Many virtual phone system users complain of sound quality. Problems with sound are distracting and can interfere with your ability to communicate clearly with your peers and/or clients. The following is a list of the three most common sound issues and the likely cause.

  • Static: Interference from analog devices can cause static on the line.
  • Echo: A voice gateway that is too short can cause an echo on the line.
  • Choppy: Inadequate bandwidth can cause choppiness during calls.

To resolve an echo, you will need to contact your service provider. Telco-Bridges recommends a media echo tail set at 128ms for best results. Static interference and choppy calls can be resolved by keeping your work area free from analog devices and make sure your bandwidth is adequate to handle your network needs.

Inability to Make/Receive calls

Being unable to make or receive calls is a major issue, rendering your virtual phone system useless. If your internet is up and working, but you are unable to make calls, it is likely that your systems call routing settings have not been configured correctly.

If, however, you can make calls, but can't receive calls, it may be due to a software switch CPU becoming overloaded.  This can happen for a number of reasons, such as high call volume, but when the switch becomes overloaded it is unable to process the call.

In each instance, it is important that you contact your virtual phone service provider in order to solve the problem.

Ultimately, access to customer service is a key component to a successful virtual phone system experience. While some of these common virtual phone system problems can be fixed without contacting your service provider, some will definitely require you to work with the merchants customer support team.
So, do the top virtual phone system merchants really understand the concept of good customer service? Some do truly get it and provide outstanding customer service when issues arise, and others will simply let you down.



Julia Richardson is a senior editor/researcher at Revuezzle. As a mom of 3 with a degree in Marketing, Julia loves to combine her passions- writing, researching, and people. In pursuit of these passions, she’s done a little bit of everything— From B2B sales, advertising copy, to writing, research, and the occasional celebrity interview. Her writings have been featured in multiple blogs and online publications, and she’s designed and implemented marketing plans for several Fortune 500 companies. Julia lives in Richmond, VA with her husband, kids, and her dog Phoebe.

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