🧪 VoIP Test: Check for Issues Affecting Your Phone System
Article content
VoIP phone systems rely on a stable and correctly configured internet connection.
If you’re experiencing call quality issues, dropped calls, or phones not registering, running a VoIP test can help
determine whether the issue is network-related.
This article explains when to run a VoIP test, what to check, and which tools to use before contacting support.
When to Run a VoIP Test
You should run a VoIP test if you are experiencing:
- Choppy, robotic or distorted audio
- One-way audio
- Calls dropping unexpectedly
- Delayed audio or echo
- Phones not registering or going offline
- Intermittent call failures
Running a VoIP test early helps isolate whether the issue is caused by the network, the device, or call routing.
What a VoIP Test Checks
A VoIP test measures network conditions that directly affect call quality.
Latency (Delay)
Latency is how long it takes for audio to travel across the network.
- Good: under 100 ms
- Acceptable: 100–150 ms
- Problematic: over 150 ms
High latency causes noticeable delays in conversation.
Jitter
Jitter measures how consistent packet delivery is.
- Good: under 20 ms
- Acceptable: 20–30 ms
- Problematic: over 30 ms
High jitter often results in choppy or broken audio.
Packet Loss
Packet loss occurs when audio packets do not reach their destination.
- Good: 0–0.5%
- Acceptable: up to 1%
- Problematic: over 1%
Packet loss commonly causes missing words or call dropouts.
Bandwidth Availability
VoIP requires consistent bandwidth, not high speed.
As a guide:
- ~100 kbps per concurrent call (up and down)
- Additional headroom for other internet usage
Large downloads, backups or cloud services can impact calls during busy periods.
VoIP Test Checklist (Quick Checks)
Before reporting a phone system issue, complete the checks below.
Network & Environment
- ☐ Run the test from the same network your phones use
- ☐ Test during both quiet and busy periods
- ☐ Pause large downloads, backups and streaming
- ☐ Use a wired (Ethernet) connection where possible
Test Results
- ☐ Latency under 150 ms
- ☐ Jitter under 30 ms
- ☐ Packet loss 1% or less
- ☐ Results are consistent across multiple tests
Devices
- ☐ Phones or PBX devices are powered on and registered
- ☐ No recent router, firewall or internet changes
- ☐ Wi-Fi signal is stable (if Wi-Fi is used)
Optional VoIP Test Tools
The following third-party diagnostic tools can help identify network issues affecting VoIP.
They are optional but useful for troubleshooting persistent problems.
Visualware VoIP Test (Web)
A browser-based VoIP test that measures latency, jitter and packet loss using simulated voice traffic.
Best for
- Quick VoIP checks
- Baseline network testing
http://www.visualware.com/bcs/index.html
Visualware VoIP Test (Windows)
A desktop version of the Visualware test that provides more detailed and consistent results.
Best for
- Detailed VoIP diagnostics
- Ongoing or intermittent call quality issues
http://www.visualware.com/bcs/download_launch.html?os=win
Desktop tests are generally more accurate than browser-based tests.
AAPT Business VoIP Test
This test checks connectivity between your network and the upstream voice network used for inbound services.
Best for
- Identifying carrier-side connectivity issues
- Verifying network path stability
http://myconnectionserver.aapt.com.au/myspeed/bizphonetesthtml5
Interpreting Results
- Poor results usually indicate local network or ISP issues
- Good results do not always rule out device or configuration problems
- Results may vary between tools and test times
If issues only occur during busy periods, congestion is a common cause.
Wi-Fi vs Wired Connections
Wi-Fi can work for VoIP, but wired connections are strongly recommended.
Common Wi-Fi issues include:
- Interference from other devices
- Signal drops
- Variable latency and jitter
Where possible, connect phones or PBX devices via Ethernet.
After Running the Test
If test results are good but problems continue:
- The issue may be device-specific
- SIP registration or routing may need review
If test results are poor:
- Address network issues first
- Contact your internet provider if required
You may also want to review inbound routing behaviour.
See:
- Troubleshooting inbound number issues
- How inbound call routing works
When to Contact Pickle Support
Contact Pickle Support after completing a VoIP test if:
- Results indicate persistent network issues
- Call quality problems continue despite good results
- Phones are failing to register
- You need help interpreting test data
When contacting support, include:
- Which test was used
- Date and time of testing
- Key results (latency, jitter, packet loss)
- A brief description of the issue
This helps speed up investigation and resolution.
Related Articles
- Troubleshooting inbound number issues
- How inbound call routing works
- Making changes to your inbound routing
- Business continuity & disaster recovery for inbound numbers