Caller Can’t Hear You? How to Test and Fix It | VoIP Phone Systems

Sean Lund-Brown

VoIP phones are a great modern solution to enhance the quality and features of business calls. However, like any piece of technology, these platforms and desktop phone systems have their quirks and potential issues that may come up over time. VoIP, or Voice over Internet Protocol, is a way of using Internet data lines to make calls instead of traditional telephone lines. The benefits are better connectivity, more robust data sharing and capture, and more options for taking and making calls from anywhere and on any device. 

Of course, no matter what type of phone system you’re using, you might run into the occasional issue. Audio issues are not uncommon and can have several different causes and solutions. If your callers can’t hear you when the call connects, several things could be going on. Read on to learn about the potential issues and how to resolve them so that you can enjoy clear, hassle-free calls on your VoIP phone system

Why can’t the caller hear me?

There are several reasons that callers may not be able to hear you when you pick up the phone (or when they do, for that matter). Fortunately, a little “process of elimination” can go a long way in getting to the root cause. Here’s what you should be looking at. 

  • Settings: Make sure that you didn’t accidentally click (or un-click) some audio setting that allows you to both hear and be heard on your calls. 
  • Accidental mute: Another common problem is bumping the “mute” feature on the call, which means they will not be able to hear your end of the conversation until it’s unmuted. 
  • Connectivity issues: If you have a bad Internet connection or spotty connectivity, it could create all kinds of audio issues, including choppy audio or a complete loss of audio on one or both ends. 
  • Packet loss: Data packets are sent over the Internet connection to the receiver to complete the call. If packets are lost or not delivered simultaneously, it could result in all kinds of quality issues, including problems with call audio. 
  • Limited bandwidth: In some cases, you might be outpacing the bandwidth that you originally signed up for with your Internet service provider (ISP). If you realize that you have grown to a place where you need additional bandwidth, you’ll have to contact them and upgrade your service to ensure you retain premium call quality. 
  • Hardware issues: Are your headphones functioning correctly? Is there an issue with your microphone or the device that you’re using to make the VoIP call? If something is wrong with the hardware, even the best connections could still lose audio on one end or the other, or both. 

These are just a handful of the things to look into when you’re experiencing issues with your call audio. Take the time to rule out the more obvious issues and be sure to ask for help if you need it when it comes to resolving the problem(s). 

How to find the solution

Speaking of resolving the problems, most of these potential issues are easy to check and cross off the list. Make sure that you didn’t accidentally mute the call, and then check your audio settings to ensure that you’ve got everything set up correctly there. Test your headphones and/or mic on a different device or application to ensure that they’re properly functioning. Test and reset your Internet connection to make sure there are no issues there. 

If something more complex is going on, such as packet loss or bandwidth issues, it may require further investigation. Utilize the tools available today like the selection from DNS Stuff to scan and screen your VoIP calls and identify where things are going wrong. Even better, find tools like Solarwinds that can fix common issues like network jitter and audio quality so that you don’t have to worry about them in the first place. 

If you are using wireless, try wired connections instead. This is true for:

  • Your Internet connection
  • Your headset
  • Microphones and other devices

Wireless technology is nice, but it often comes with a higher potential for interference issues. For the sake of your professional image, stick with wired connections as much as you can if you find that you experience a lot of issues on WiFi or using wireless devices. 

You may also have network address or firewall issues at play, so be sure to check all of those settings, either on your own or utilizing the different tools available like this collection from DNS Stuff to help you manage your VoIP system and its security. 

Avoiding VoIP isn’t the solution

Technology or not, you’re going to have occasional complications with almost every type of communication, including phone calls made over telephone lines and calls made over Internet lines, or VoIP calls. Therefore, it’s not about avoiding the upgrade to VoIP, but choosing a provider that has high-quality solutions and premium ratings for connectivity and avoiding common call issues. 

Some people may be inclined to put off using VoIP because of the potential risk of issues, but the perks of this solution far outweigh any potential risks or problems. Make sure that you do your homework and find a reputable VoIP partner and the rest will fall into place. 

Speaking of reputable partners…

If you want to eliminate the hassles entirely, you could consider partnering with a team like the dedicated virtual receptionists at Smith.ai. Our 24/7 answering service can provide solutions to save you time and effort, delivering seamless communications with your clients, vendors, and more. You can count on us for appointment scheduling and lead intake solutions, too, and even enlist our assistance with outreach campaigns to get the leads in the first place. 

Whether you’re looking for outbound sales support or just someone to field the calls and live chats when you’re not around, we’ve got you covered. Plus, we’ll create a custom solution to handle it all. 

To learn more, schedule a consultation to discuss what the 24/7 virtual receptionists at Smith.ai can do for your business communications. You can also reach us at hello@smith.ai or (650) 727-6484. 

Sean Lund-Brown

Sean Lund-Brown is a current Marketing Assistant for Smith.ai. A graduate from Metropolitan State University of Denver, Sean graduated with a BA in Music and an individualized degree in Teaching Vocal Pedagogy.

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