With any traffic over the Internet, information, including voice data/audio, travels in packets for fastest results. Packet loss occurs when one or more packets of data traveling across a computer network fail to reach their destination. Packet Loss should always be zero when VoIP phones are in use.
Jitter, Latency and Packet Loss can cause the following issues: Choppy audio, Delayed or Dropped calls, Static or Garbled audio.
What can you do to resolve these issues?
- Check to make sure your connection is stable.
Use a router recommended by Nextiva, proven to provide good QoS.Here is a list of recommend routers here.
Perform a Packet loss test.
For Static, Echo, Garbled
- Look at the physical connection between the phone and ethernet cord.
- For handset devices, test if there is static when the call is on a speaker phone. If there is still static, the device may need to be replaced. Contact Nextiva sales for a replacement device.
- If the call was succesful with the speakerphone on, then the issue is likely the headset itself. Contact sales to receive a new headset.