When your business phone system frequently drops calls, it means conversations are being interrupted unexpectedly. This can happen with modern VoIP (Voice over Internet Protocol) phone systems, which rely on your internet connection to carry calls instead of traditional phone lines. Dropped calls often point to issues such as unstable internet, network congestion, or misconfigured hardware and software.
Why dropped calls matter for Australian businesses
For small and mid-sized businesses in Australia, dropped calls can cause real problems. Interrupted conversations frustrate customers and suppliers, potentially damaging your reputation and trust. Internally, staff lose time trying to reconnect or explain repeated interruptions, lowering productivity. If your phone system is also used for customer support or sales, dropped calls can directly impact revenue and customer satisfaction.
A typical scenario
Consider a 50-person accounting firm in Melbourne using a VoIP phone system. During peak hours, several staff members report calls dropping mid-conversation. The IT manager notices the office internet bandwidth is fully used by video conferencing and cloud backups, leaving insufficient capacity for voice traffic. The firm's IT partner helps by prioritising voice traffic on the network, upgrading internet speed, and checking the phone system settings. After these changes, call quality improves and dropped calls become rare.
Common causes of dropped calls
- Internet connectivity issues: Slow or unstable internet, high latency, or packet loss can interrupt VoIP calls.
- Network congestion: When too many devices use the same network without prioritising voice traffic, calls can drop.
- Hardware problems: Outdated or misconfigured routers, switches, or VoIP phones can cause call instability.
- Software and configuration errors: Incorrect settings on the phone system or firewall can block or disrupt calls.
- Power interruptions: If phones or network equipment lose power, calls will drop.
Practical checklist to address dropped calls
- Ask your IT provider: How is voice traffic prioritised on the network? Do they monitor call quality and network performance?
- Check your internet plan: Does it offer enough upload and download speed for your call volume?
- Review hardware: Are your routers, switches, and phones supported and updated?
- Test your network: Use simple tools or ask your provider to check for packet loss and latency.
- Confirm power backup: Are critical devices protected by uninterruptible power supplies (UPS)?
- Examine firewall and security settings: Are VoIP ports and protocols correctly allowed?
- Request a service level agreement (SLA) that includes call quality guarantees and response times.
Addressing dropped calls requires a combination of reliable internet, properly configured network equipment, and ongoing monitoring. If your business experiences frequent call drops, consider consulting a trusted managed IT provider who understands VoIP systems and can tailor solutions to your needs. They can help identify the root causes and implement fixes that improve call reliability, supporting your team and customers without unnecessary disruption.