Frequently Asked Question

SupportCALL VoIP Troubleshooting - Call Dropping - 6 Questions
Last Updated 8 years ago

Information from the users

Identifying the cause of dropping calls and other issues is to ask the users a few simple questions. The answers will often be sufficient to allow narrowing the search down to just one, or at worst two, possibilities. Try answering these questions:

  • Does the call drop after a fixed period of time ? (try timing it)
    • If so, how long into the call does it happen? (measure exactly how long it takes on a number of occasions)
  • Does it only happen when you are calling a particular destination ? (eg. a conference service)
  • Do some of your colleagues never experience the problem and, if so, can you see anything different about their phone or the destinations they are calling?
  • Do you use the microphone mute button and, if so, do you find calls mainly drop when the microphone is muted?
  • Does the call only seem to drop when you are talking?
  • Do you, or the other participants in the call, sometimes hear a short blast of tone coming through the phone’s earpiece while someone is talking?

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