Voice problems almost always come from the network between you and the internet — not from the phone system itself. Work through these in order; the first two solve most cases.

1. Test on a different network

Ask the affected user to switch their phone from Wi-Fi to mobile data, or plug a laptop into a different connection, and repeat the call. If the problem disappears, it is the local network, and the steps below apply. If it follows the user everywhere, open a ticket — it is likely the device or the extension.

2. Use a cable, not Wi-Fi, for desk phones

Wi-Fi is the single most common cause of choppy audio. Voice cannot tolerate the brief gaps that Wi-Fi handles invisibly for web browsing. Any IP desk phone should be on Ethernet.

3. Check who else is using the connection

Large uploads, cloud backups and video calls compete with voice for the same upstream bandwidth. Voice needs very little — roughly 100 kbps per call in each direction — but it needs it consistently. A backup running at 09:00 will break calls at 09:00.

If your router supports QoS, give voice traffic priority.

4. Echo is almost always a device

Echo is not a network fault. It comes from a microphone picking up its own speaker — a speakerphone at high volume, or a headset worn loosely. Lower the volume, move the microphone, or test with a different headset.

5. One-way audio

Hearing the caller but not being heard (or the reverse) usually points to a firewall or router blocking the media path. This is common after a router is replaced or its firmware updated. Open a ticket with the time of a failed call and we will check the session from our side.

When to contact us

Open a ticket if the problem follows a user across networks, affects everyone at once, or you see one-way audio. Include the date and time of a specific bad call — that lets us find it in the logs immediately.

Support is available 24/7: info@its.ae or +971 4 378 2255.