Call Quality Issues

Most common causes of Noise on a call

  • Faulty curly cord or receiver
  • Phone or computer is plugged into the wrong router
  • Network Performance

Faulty curly cord or receiver

Swap the curly cord and receiver with a known working handset.

  • If the fault stays with the original handset, the curly cord and receiver are not at fault
  • If the fault moves to the known working handset, move the receiver back to the original handset
  • If the fault moves back, the problem is the receiver. If not, the fault is the curly cord

Phone or computer is plugged into the wrong router

It is common for customers to have multiple networks for voice and data. Voice routers will often be specifically configured for VoIP whilst Data routers have no need for this. Also, Data is bandwidth hungry and will use all available bandwidth it can, often leaving VoIP without enough bandwidth to make a call. If a phone is accidentally plugged into the wrong router, they will experience issues.

  • Cross check the LAN side IP address of the non-working phone with a working phone. This should identify the phone on a different network
  • Resolve by returning the phone to the appropriate VoIP router
  • It's also possible a computer could find it's way to the VoIP router and be consuming all the bandwidth. If this is the case, remove the device from the VoIP router. 

Network Performance

The most common cause of call quality issues is a poorly performing network. VoIP handsets are reliant on a stable and consistent internet connection. Imagine driving your car down a bumpy unstable road. The car will reach it's destination but it's going to be unpleasant. The same applies here.

Assuming your router is ICMP enabled, Inclarity Customer Services can set up a network monitor (or probe) to monitor your internet connection. If this is dropping packets or experiencing latency, the appropriate ISP should be contacted for guidance on how to stabilise the connection. If the internet service is provided via Inclarity, Inclarity Customer Services will do this on your behalf

All other circumstances

In the event that these checks do not resolve the problem, please log a ticket with Inclarity Customer Services. The following pieces of information are mandatory for investigation:

  • Customer and Site name
  • Checks completed so far
  • A minimum of 2 call examples containing the following information:
  •  - Callers number
  •  - Number they dialled
  •  - The agent who answered the call
  •  - Time and Date of the call
  •  - Fault Symptom
  • Technical Contact Name and Number


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