ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

Quality of Service in VoIP Systems

Updated on September 25, 2013

Poor call quality has historically been a major reason for enterprises holding out on implementing VoIP telephony. While it is less of an issue these days due to improved codecs, hardware and software, businesses still need to analyze and rectify call quality issues on their network. For enterprises that run high volume call centers such as customer support or telemarketing, call quality problems can be unacceptable and unavoidable.

Enterprises often use a combination of hardware and software solutions to test and analyze traffic in a bid to reduce problems which may affect call quality. It enables them to provide a level of assurance for consistent delivery of network traffic and is referred to as Quality of Service (QoS). QoS may be affected by a number of factors such as:

Implementing VoIP QoS
Implementing VoIP QoS


Latency is the time taken for a packet to reach its destination, which can be excessively long if there are delays in the route or the packet takes a longer route to avoid congestion. High latency can cause the talk-over effect seen in poor quality VoIP calls where users start talking because they think the other person has stopped speaking.


Packets from the source can reach the destination in a different order or with delays which can vary unpredictably at the packet level. This is called jitter and system administrators usually try to avoid this by using a jitter buffer which collects packets and puts them in the right order before delivering them to the user.

Packet loss

Sometimes packets can get corrupted because of noise and interference in the route. Other times, packets may not be delivered by the router due to delays or if their buffer is overloaded when it arrives. It is measured as a percentage of lost packets to delivered packets. Packet loss can lead to missing words or even whole sentences during conversations.

Call monitoring may be active (subjective) or passive. Subjective monitoring is usually undertaken by manufacturers or other specialists to test a VoIP network before it is deployed. This enables detection of problems before employees start using it and provides a baseline measurement of normal system behaviour. Passive monitoring analyzes the VoIP traffic in real-time while users make the calls. It allows administrators to identify problems with buffers, latency or unusual congestion etc.

End users may experience echos, delays and missing words in conversations with low quality calls. Such problems, while annoying to consumers, are intolerable for enterprises. Hence it is very important for businesses ensure high QoS through constant quality monitoring and business VoIP redundancy.


    0 of 8192 characters used
    Post Comment

    No comments yet.


    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at:

    Show Details
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the or domains, for performance and efficiency reasons. (Privacy Policy)
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)