When your VoIP phone calls have echo or delays, it usually means there are issues with how your voice data is travelling over your internet connection. Unlike traditional phone lines, VoIP (Voice over Internet Protocol) sends voice as digital packets online, so any hiccup in your network—like slow speeds, congestion, or poor hardware—can cause these annoying effects. Echo happens when your voice is reflected back to you, while delays make conversations feel out of sync, which can frustrate both staff and customers.
Why this matters for Australian SMBs
For a small or medium business in Australia, clear phone communication is essential. Echo and delays can disrupt customer service, slow down sales calls, and reduce staff productivity. If calls are hard to understand, customers may lose trust or hang up, impacting your reputation and revenue. Additionally, ongoing VoIP issues can signal underlying network problems that might affect other critical systems or expose you to security risks if not addressed promptly.
A common scenario
Consider an Australian accounting firm with 50 staff using a cloud-based VoIP system. They start noticing echo and lag during calls, especially in the afternoon when internet traffic peaks. This leads to missed client details and longer call times. Their IT provider investigates and finds the office router is outdated and not prioritising voice traffic properly. After upgrading the router and configuring Quality of Service (QoS) settings, call quality improves significantly, restoring smooth communication and reducing staff frustration.
Checklist to improve VoIP call quality
- Ask your IT provider: How is our network prioritising VoIP traffic? Do we have QoS configured on our routers and switches?
- Check your internet speed and stability: Use simple speed tests during business hours to see if bandwidth is sufficient and consistent.
- Review hardware age and capability: Are your routers, switches, and VoIP phones up to date and designed for VoIP use?
- Inspect network congestion: Are many devices using the network simultaneously, especially for high-bandwidth activities like video streaming?
- Test call quality at different times: Note if echo or delays worsen during peak hours, indicating capacity issues.
- Evaluate your VoIP provider's infrastructure: Are they using reliable servers and data centres close to your location?
- Check for firmware updates: Ensure all VoIP devices and network equipment have the latest updates installed.
Addressing echo and delay issues often requires a combination of network tuning, hardware upgrades, and proper configuration. If you notice persistent problems, it's wise to engage a trusted managed IT provider who understands VoIP and can assess your entire setup—from internet connection to phone system settings—to recommend tailored improvements. Clear, reliable phone calls are a key part of your business communication, so investing time in resolving these issues helps maintain professionalism and customer satisfaction.