Understanding Latency, Jitter, and Packet Loss in VoiceStack

Clear call quality is essential for a great patient experience. VoiceStack uses VoIP (Voice over Internet Protocol) technology to route calls over the internet. While this provides flexibility and advanced calling features, call quality can be affected by network conditions. Three key metrics that influence call quality are latency, jitter, and packet loss.

1. Latency 

Latency is the amount of time it takes for voice data to travel from one caller to another during a conversation.

Example: If a caller says, "Hello," and the other person hears it a fraction of a second later, that delay is latency.

How Latency Affects Calls

• Delays in conversations
• Participants talking over each other
• Awkward pauses during calls
• Reduced call quality and user experience

2. Jitter

Jitter measures the variation in the arrival time of voice packets across a network. In a VoIP call, voice is broken into small packets of data. Ideally, these packets should arrive in the correct order and at consistent intervals. When packets arrive too early, too late, or out of sequence, jitter occurs.

Example

Imagine receiving pieces of a sentence at irregular times:

• Packet 1 arrives in 20 ms
• Packet 2 arrives in 80 ms
• Packet 3 arrives in 30 ms

Even though all packets arrive, the inconsistent timing can affect audio quality.

How Jitter Affects Calls

• Choppy audio
• Robotic or distorted voices
• Missing words or syllables
• Audio that cuts in and out

3. Packet Loss

Packet loss occurs when some of the voice data packets sent during a call never reach their destination.

In a VoIP call, voice is broken into thousands of small packets and transmitted over the Internet. If some of these packets are dropped due to network issues, the receiving person doesn't get the complete message.

Example

Imagine you're saying:

"I'd like to schedule an appointment tomorrow."

If packets are lost, the other person may hear: "I'd like to schedule an ______ tomorrow."

How Packet Loss Affects Call

• Unclear Audio

• Occasional audio glitches

• Noticeably missing words

• Frequent Audio dropouts and poor call quality

Best Practices

To ensure the best VoiceStack experience:

• Use a reliable internet connection.
• Minimize large downloads or streaming during business hours.
• Keep network equipment updated.
• Ensure adequate bandwidth for VoIP traffic.
• Avoid unstable public Wi-Fi connections.

If you're experiencing call quality issues, try the troubleshooting steps below or contact our support team for assistance.

• Troubleshooting for Audio and Voice Quality Issues
• Troubleshooting for Call Functionality and Service Issues
• Troubleshooting for Inbound & Outbound Calling Issues

Support

Need further help? Contact [e-mail] or call [phone].