When your business phone system unexpectedly drops calls, it usually means there's an issue with the connection, hardware, or software that supports your telephony. This can happen with traditional landlines, Voice over Internet Protocol (VoIP) systems, or hybrid setups. Dropped calls interrupt communication, frustrate customers, and reduce staff productivity, which can directly affect your business reputation and revenue.
Why call drops matter for Australian small businesses
For many Australian small and mid-sized businesses, phone calls remain a primary channel for customer service, sales, and supplier coordination. Dropped calls can cause missed opportunities, misunderstandings, and delays. If your team spends extra time calling back or troubleshooting, it reduces overall efficiency. Additionally, frequent call disruptions may erode customer trust, especially if your business handles sensitive information or needs to comply with privacy standards.
A real-world example
Consider a 50-person accounting firm in Brisbane that recently switched to a cloud-based VoIP phone system to reduce costs and improve flexibility. After the switch, staff began reporting dropped calls during busy periods. The IT partner discovered the root cause was insufficient internet bandwidth and outdated network hardware struggling to prioritise voice traffic. By upgrading the router, implementing Quality of Service (QoS) settings, and increasing the internet plan, the firm restored call quality and avoided potential client dissatisfaction.
Common causes of dropped calls
- Network issues: Poor internet connectivity, insufficient bandwidth, or network congestion can interrupt VoIP calls.
- Hardware problems: Faulty phones, outdated routers, or cabling issues can degrade call stability.
- Software glitches: Outdated firmware or misconfigured phone system settings may cause unexpected disconnections.
- Power interruptions: Power outages or unstable power supplies can reset equipment mid-call.
- Interference: Wireless phone systems can suffer from radio interference or weak signals.
Checklist: What you can do now
- Ask your IT provider if your current internet plan supports your phone system's bandwidth needs, especially during peak hours.
- Request a review of your network hardware to ensure routers and switches are VoIP-compatible and have the latest firmware.
- Check if Quality of Service (QoS) is enabled on your network to prioritise voice traffic over other data.
- Test your phone devices on a different network or location to rule out hardware faults.
- Verify that your phone system software and firmware are up to date.
- Ensure your business has reliable power backup solutions like UPS units to prevent sudden outages.
- Discuss your Service Level Agreement (SLA) with your IT provider to understand response times and support options for telephony issues.
Phone call reliability is a critical part of your business operations. If you experience frequent dropped calls, it's wise to consult a trusted managed IT provider or advisor who can assess your current setup and recommend targeted improvements. Addressing these issues proactively helps maintain smooth communication, protects your professional image, and supports ongoing business growth.