Latency is the time it takes for voice data packets to traverse the network. A high amount of latency can cause reduced call quality for VoIP and internet-based phone systems.

Latency is often measured between the user’s device and the nearest server for your internet service provider (ISP), with the ideal latency being between 150 and 300 milliseconds. Higher levels of network latency can result in callers sounding like they are speaking over each other.

Reducing latency on your network

First, we recommend placing several test calls while troubleshooting. Perform a network test that reports on latency of your network using this open source tool. If your latency measurement is above 300 ms, we recommend trying the following steps and placing a test call after each step.

  1. Reduce the amount of devices connected to the network.

  2. Connect to your computer using an ethernet cable.

  3. If your network has a Quality of Service (QoS) feature, prioritize the device you are using for Lead Center on your network.

  4. Reconfigure any firewalls you may have in place that might be blocking VoIP activity on your network.

Another common cause of latency is outdated hardware. If it’s been a while since you updated your network, it may be time for a hardware upgrade.

If you have attempted these steps and are still experiencing call quality issues like callers speaking over each other, please reach out to your ISP so they can troubleshoot your network further.

If you are still experiencing call quality issues after troubleshooting and reaching out to your ISP, please send several call examples to our Support team so we can investigate further.

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