Any product or service has its own pros and cons. Although cloud communications are quivered with splendid calling features, there are certain issues to acknowledge. It is important for every user to have some knowledge to troubleshoot the basic issues that can be solved with ease.

This article moves through some common cloud-calling issues and respective tips to solve them. So, let us get into the topic.

For example, echo issues occur more frequently during internet calls compared to calls via cellular networks and the public switched telephone network.

Some of the common Cloud Telephony issues include problems with your IP phone or device’s echo-cancellation system or with the phone service providers anywhere on the network. For instance, a server along the call’s path can have faulty hardware. In addition, some of the cloud telephony programs might have bug issues resulting in echoes. And, echoes could be caused by a smartphone case too.

Fixing choppy voice:

Consider someone is about to say something very significant, and the audio abruptly stops as the broadband capacity is most likely to blame for this prevalent issue. The amount of data that can be transferred via a link in a specific time is measured by bandwidth. It must be a download bandwidth issue if you can hear someone cut in and out. And it must be an upload bandwidth issue if they can hear you cut in and out.

The network sends packets of tiny data when using an internet connection. Packet loss happens whether you are surfing or when these packets are unable to reach their designated location. Low call quality, delayed service, and network disruption is some of the side effects of this issue. So, high-bandwidth services like audio and video are frequently the first to be affected by it.


  1. First check the stability of your network and run a convenient speed test provided by the service provider. It lets you check the efficiency of your network. There are many testing instruments available. However, your outcomes will differ. When in doubt, run three tests in random order and average the results.
  2. You should speak with an Internet Service Provider if your bandwidth continually needs to be higher than what you are paying for (ISP).
  3. Test the network connection speed, and the network is ideal for supporting hundreds of cloud calls.
  4. Reduce Network Congestion: This can be done by shutting down high-capacity programs like YouTube and other streaming services or turning down additional underutilized phone systems on the network. A Virtual LAN (VLAN) can be used to divide your network, so that cloud phones are not “visible” to other computers.
  5. Give Cloud QoS priority: If the issue persists, you might want to check your router’s configuration to ensure that Cloud service is given top priority to the Quality of Service (QoS) settings.

Losing Calls:

Some users may encounter this strange cloud phone issue. This is typically observed on high-volume networks during outbound calls. The first problem is that your device’s firmware is out of date. Calling your phone provider will quickly confirm this. A UDP Timeout or a long-time UDP route is left open on a firewall or router, which could be the second problem. Because TCP has error-checking capabilities and UDP network communication is faster. As a result, it is vulnerable to firewalls cutting off the connection and abruptly ending the call.


To resolve this frequent cloud phone issue, 

  • Modify router settings to permit longer UDP timeouts or switch devices to TCP.
  • The TCP connection timeout is typically 15 minutes, while the UDP connection timeout is 30 seconds by default. One can alter the connection timeout from the firewall access rules.
  • Try setting up your devices to use TCP. A connection-oriented protocol that specifies the format of data and acknowledgments used in data transfer, if you aren’t already.

Echoes while Calling:

Three main issues could be causing your Cloud Phone Calls to echo. The device, headset lag, or network delay. To resolve this prevalent cloud phone issue, you should test each one, beginning with the device itself. 

    1. Are the most recent updates present? 
    2. Is everything correctly plugged in? 
    3. Is there any damage?
    4. Have you tried the tried-and-true method of disconnecting and re-plugging it?

After looking at the actual equipment, test your calls this frequently enables the buffers to empty and can re-sync with the preferred cloud phone service.


  • You can simply solve this issue with the headset, depending on what sort it is although not flawless. Bluetooth is good that immediately resolves the problem, and one can pinpoint the delays to your headset and not the corded handset.
  • If you’re still seeing echoes, then the network stability may need to be increased, and here are some suggestions for enhancing network stability.

No Calls Can Be Placed:

There is a good likelihood that two routers are the cause of the large “X” on your screen or your inability to place outgoing calls.


  • The network layout is more important in this circumstance than your router’s setup.
  • The Application Layer Gateway (ALG) processes some protocols and rewrites them to better pass across a firewall or NAT (Network Address Translation). But it presents a lot of issues for cloud phone apps.
  • Disabling SIP ALG and checking that you don’t have a double NAT or two routers interfering with the packet flow. 

These are the best ways to fix this cloud phone issue that are placed on a VLAN may also be a solution.

Call Arrives, but No Sound:

We have a solution if your calls begin like this and you find it difficult to hear callers.

  • Usually, a firewall prevents the RTP packets from flowing. That is why this happens! The routers that use RTP to rewrite packets frequently need to be modified to support the SIP protocol.
  • Check your firewalls to resolve might need to unblock ports because they’re perhaps blocking the flow of traffic.

Poor audio quality:

There’s a good probability your network’s capacity is used up, or your network is unstable if you face call quality problems. To avoid call dropping, the audio quality will revert to the lowest-bandwidth, most dependable formats. However, this can be a problem with the cloud phone system or network used by the other side.


  • Even if you’ve checked the bandwidth and stability of your network, look into the problem from their perspective and if the issue is coming from your end. 
  • Check to see if your network is functioning flawlessly.
  • For all of your gadgets, make sure you have high-quality network cables to separate your phones from other network traffic, and be sure to add them to a VLAN.

Calls Suddenly Go To Voicemail:

Your phone not ringing is a serious Cloud Phone Calls quality issue, and inbound calls are going directly to voicemail or another phone. The good news is that it can be fixed rather easily, as the cloud phone provider may no longer have your phone on file, or a setting may have been overlooked.


  • Additionally, make sure that Do Not Disturb (DND) mode is not activated on your phone, and if there is a circle with a horizontal line inside of it, you’ll know this is the issue.
  • Check the call forwarding settings you currently have in place and confirm that each of your phones is active and registered.

Interoffice call delays:

Have you tried to call a co-worker but encountered latency? You might be dealing with network congestion. It may not always be possible to alleviate internal network congestion, but you can attempt another choice to employ Quality of Service (QoS).


  • Make sure to upgrade to a business-class router that prioritizes cloud data.
  • Make sure your cables are properly terminated as a last resort.

One Phone Is Functional, But Another Is Not:

Your cloud phone’s MAC address might not be registered if you test one phone and it doesn’t function, but you test another device and it does. The configuration itself may need to be updated as an alternative.


  • We advise testing at a location and network port that have a history of success.
  • One phone should function well in both locations if the other one does not.
  • If both phones function properly in one place, it may indicate that an Ethernet drop is malfunctioning.
  • If not, you must speak with your business service provider’s support team about potential firmware or configuration updates.
  • You might need to replace your device if there are no upgrades available and you’re still having this typical problem with your business phone solution.

The IP Phone Isn’t Turning On:

Is it just that your phone won’t switch on? It’s possible that your connection doesn’t support Power over Ethernet (PoE) and needs a reliable network switch and good wiring.


  • It’s a rather easy fix for the cloud phone issue than using a PoE network switch or connecting your phone’s included AC adaptor where the T568-B wiring layout appears to be the popular one according to network managers, and during transit, packages may disappear or arrive in the wrong sequence.


Cloud-based phone service work entirely on the internet, and it is not an exaggeration to say that no issue is extremely complicated. Vitel Global is the fastest-growing business phone service provider, and we are always ready to assist our customers. For any inquiries, to know more about cloud phone troubleshooting, or to subscribe to our business phone services.

Vitel Global India promises the highest uptime, simple system administration, and quick addition of new members from anywhere in the world. Additionally, all of your staff can connect easily regardless of the devices they each use. Why not request a demo today?