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Hubbub VoIP and Call Quality

Important note about this guide: While none of the adjustments provided in this guide are mandatory for using Hubbub, it is beneficial to implement as many as feasible within your environment to ensure good quality audio. If, after applying as many of these steps as possible, you experience intermittent poor-quality calls, it might be worth considering other options besides VoIP in your location. Call Handling’s VCC is capable of routing calls to your mobile or landline when VoIP isn’t a viable option for you. It’s worth noting that this alternative may incur call charges depending on your plan with Call Handling.

Firewall/Security Device Configuration

If your network employs firewalls or other security devices and you encounter issues such as:

  • Hubbub not registering to the network,
  • all calls failing, or
  • experiencing one-way or no audio on all calls from the same device or network.

Please refer to the Firewall/Security Device Configuration Guide. Properly configuring your firewall and security devices will ensure that Hubbub traffic flows seamlessly, allowing for optimum call quality with your Service Users while maintaining a high level of security.

Introducing Hubbub and Call Quality

Hubbub is a modern and cost-effective communication solution provided by Call Handling Services (CHS), which enables high quality voice calls via VoIP technology, suitable for diverse working environments. The technology that underpins Hubbub is also utilised by nearly all VoIP softphones; consequently, this guide is relevant to all VoIP systems, not solely Hubbub.

Hubbub securely transmits user’s voice as digital data packets across the internet. Clear call quality is vital for smooth and effective communication.

Some of the key factors that may affect VoIP call quality are:

  • Internet Connectivity: stable internet connection is paramount.
  • Equipment Quality: quality of the equipment being used by the Service Users.
  • Network Configuration: ensuring correct settings can prevent disruptions like call dropping or garbling.

We’ll delve into tailored solutions for different scenarios in the following sections, offering straightforward guidance and detailed instructions to address these common issues.

Investing in Quality Equipment

Choosing the right equipment can significantly enhance your experience when using VoIP telephony.

Selecting the Right Headset:

  • Opt for headsets designed for VoIP with noise-cancellation features.
  • If possible, test different models to find what’s comfortable and provides clear audio.
  • Use a headset with a good quality built in microphone and not the microphone on your laptop or webcam
  • Ensure that the headset is configured to be used by your operating system and in the Hubbub configuration, please refer to our Troubleshooting guide (coming soon) for a step by step guide to configuring Hubbub

Choosing a VoIP-friendly Router:

  • Seek routers labelled as VoIP-optimised or with Quality of Service (QoS) settings.
  • Opt for higher-quality cables like CAT6 for better data transmission.
  • Consult with tech retailers or your IT department for recommendations.
  • See Optimising Router for VoIP for more information on configuring VoIP friendly routers

Investing in quality headsets and routers can provide a clearer communication channel with your Service Users, ensuring that the professional standard is upheld whether you’re connecting from a home or office environment.

Understanding and Improving Internet Connectivity

A strong internet connection is the backbone of pristine call quality when using VoIP.

Business-Grade Internet and QoS:

  • Business-grade internet, with Quality of Service (QoS), ensures smooth data transmission, unlike regular internet where data can face ‘traffic jams’.
  • Where possible, consider upgrading to a business-grade internet package for a better experience.
  • See Optimising Router for VoIP for more information

Bandwidth vs Stable Connection:

  • Bandwidth is akin to a motorway’s width, enabling more data to travel simultaneously. A stable connection ensures this data travels smoothly without abrupt stops. The time it takes for even one ‘car’ (data packet) to reach its destination is crucial, as delays can result in unclear or disrupted calls.
  • Unlike Netflix that buffers data, telephone calls require a stable connection to ensure immediate, clear conversation with Service Users.

Checking and Upgrading Your Internet Service:

Conduct an internet speed test by visiting our hubbub.ai VoIP Speed Test service.

https://www.callhandling.co.uk/resources/voip-speedtest/ 

Please pay particular attention to Ping and Jitter. If ping or jitter is higher than 30ms regularly you will not be able to use VoIP on this internet connection without audio problems. However even if your connection is suitable at the time you run the tests, if it isn’t stable all the time you can still face intermittent interruptions.

  • If needed, contact your provider to discuss better plans with lower contention / higher QoS.
  • See the above for information on upgrading your hardware

Overcoming Jitter

Jitter in VoIP calls like on Hubbub, is like listening to a radio with bad reception, where the sound can go fuzzy or disappear momentarily. It’s caused by data packets arriving at your device in the wrong order or at the wrong time.

Identifying Jitter Issues:

If you notice choppy audio or bits of conversation missing, you might be facing jitter issues. Also see Checking and Upgrading Your Internet Service for information on our speed test service.

A note about jitter buffers:

A jitter buffer is like a holding area where data packets (pieces of audio) can wait briefly if they arrive too early or too late, allowing for smoother play-out of audio. It helps to correct the disorderly arrival of data so that your conversation sounds normal and not garbled. Hubbub has a built-in jitter buffer set to a recommended maximum of 30ms, which helps in managing the flow of data packets, aiding in delivering clear and consistent audio during your calls with Service Users.

If jitter exceeds 30ms, it’s like having more disorderly traffic than the holding area (jitter buffer) can manage. The buffer can only correct so much, and beyond 30ms, the data packets may arrive too out of order or delayed, causing the audio to become garbled or choppy. This limitation underscores the importance of addressing jitter issues at the source, to ensure a smoother communication experience with your Service Users.

Solutions:

Optimising Router for VoIP

To improve your experience when using VoIP, ensuring your router prioritises VoIP traffic is key. Below are steps to configure routers for this purpose:

1. Accessing Router Settings:

  • Locate the IP address and login credentials for your router (often found on a sticker on the router or in the manual).
  • Type the IP address into a web browser on a device connected to the network, and enter the login credentials.

2. Enabling Quality of Service (QoS):

  • Look for ‘Quality of Service’ or ‘QoS’ settings in the router menu.
  • Enable QoS. This feature helps prioritise VoIP traffic over other types of data traffic.

3. Configuring QoS for VoIP:

  • In the QoS settings, set VoIP traffic as the highest priority.
  • This may involve entering the MAC address of your VoIP device or selecting VoIP from a list of traffic types.
  • QoS settings location may vary. For instance, on some routers, QoS is found under ‘QoS Setup’ in the right-hand pane​.
  • You might need to enable options like WMM for both 2.4GHz and 5GHz bands if available.

4. Testing the Configuration:

  • After configuring, make a Hubbub call to check if there’s a noticeable improvement in call quality.

5. Consulting with IT Support:

  • If you’re unsure about configuring the router yourself, or if issues persist after configuration, consulting with IT Support is advisable.

Note:

  • The exact steps and terms may vary depending on the router brand and model. If in doubt, refer to the router’s manual or contact its manufacturer.
  • It’s crucial to note that incorrect configurations can sometimes worsen the call quality or affect other services, so if unsure, it’s always best to seek professional assistance.

By prioritising VoIP traffic on your router, you’re setting a strong foundation for clearer and more reliable calls with your Service Users.

Managing Wi-Fi Connections

It is always recommended to use a wired connection, however if this is impossible then a strong Wi-Fi connection is paramount to the performance of VoIP calls. Here are tips to manage your Wi-Fi for better call quality:

1. Router Placement:

  • Place your router centrally in your home or office, away from walls and obstructions.
  • Elevate your router off the floor, ideally on a high shelf, to spread the signal better.
  • Stay in the same room as the router when using Hubbub

2. Avoid Interference:

  • Keep your router away from other electronics that may cause interference, like microwaves and cordless phones.
  • If possible, use a 5GHz Wi-Fi network as it’s less prone to interference than 2.4GHz.

3. Use a Wired Connection:

  • If possible, use a wired connection instead of Wi-Fi for more stable calls.
  • If a wired connection isn’t an option, try to stay close to your Wi-Fi router during calls.

4. Upgrade Your Router:

  • If your router is old, consider upgrading to a newer model that supports the latest Wi-Fi standards for better performance.
  • See Choosing a VoIP-friendly Router

5. Wi-Fi Extenders and Mesh Systems:

  • Consider using Wi-Fi extenders if certain areas of your home or office have weak Wi-Fi signals. Wi-Fi extenders work by repeating the original signal from your router to extend your Wi-Fi coverage, albeit they may slightly reduce your speed and performance​.
  • For a more robust solution, especially in larger spaces or multiple floors, a mesh system could be a better choice. Mesh systems create a network of multiple routers, called nodes, that work together to provide a seamless and reliable Wi-Fi connection throughout the space. Unlike extenders, mesh systems are designed to replace your router’s network rather than merely extend it, offering a more consistent and stronger Wi-Fi signal. They do not require different network names for different parts of your home or office, which simplifies connectivity and enhances the user experience.
  • By optimising your Wi-Fi setup with either extenders or a mesh system, you can enjoy a stronger and more reliable connection, paving the way for better call quality on Hubbub with your Service Users

6. Regular Router Reboots:

  • Rebooting your router regularly can help maintain a strong signal.

8. Check for Firmware Updates:

  • Keep your router updated with the latest firmware to ensure optimal performance.

With a well-managed Wi-Fi connection, your interactions on Hubbub with Service Users can be significantly clearer, providing a more professional and enjoyable communication experience.

Adjusting VPN Settings

VPN (Virtual Private Network) is a tool that provides a secure connection to another network over the internet, often used for accessing company resources securely from remote locations. However, not everyone uses a VPN; it’s typically utilised in corporate settings. If you are not using a VPN this section can be ignored.

Understanding VPN and VoIP Interaction:

When using VoIP technologies such as Hubbub, your voice data travels across the internet to reach Service Users. If you are using a VPN, this data may take a longer route, which could potentially affect call quality. It’s important to note that a VPN is not needed to secure Hubbub, as unlike many other VoIP technologies, Hubbub already employs encryption for both signalling and audio/media, ensuring a secure communication channel with your Service Users.

1. Excluding Softphone Traffic from VPN:

  • If possible, adjust your VPN settings to exclude softphone traffic, allowing Hubbub data to take a more direct route to its destination.
  • The exact steps may vary based on the VPN software and the router you are using. It’s advisable to consult the VPN and router manuals or contact IT support for guidance.

2. Prioritising VoIP Traffic:

  • If excluding softphone traffic isn’t an option, you can configure your VPN client to prioritise VoIP traffic, ensuring Hubbub calls receive priority over other data traffic.
  • This configuration might require assistance from your IT department or a tech-savvy colleague.

3. Check your VPN Server

  • The server-side of your VPN, which could be a dedicated server or a VPN-enabled device, requires adequate power in terms of processing capability and memory to efficiently handle and prioritise the flow of data, including your VoIP traffic.
  • Insufficient power can lead to delays as the server or device struggles to process the data quickly and accurately. This isn’t critical for websites or browsing static pages, but for calls, this delay can translate into poor call quality, such as choppy or garbled audio, or even dropped calls.
  • Think of it as a busy motorway where too many cars (data packets) overwhelm the available lanes (processing power and memory), causing traffic jams (delays) that affect your journey’s smoothness (call quality).
  • In some instances, if the VPN server or device is also handling other types of traffic, like file transfers or web browsing, VoIP traffic might not get the priority it needs, further degrading call quality.
  • Ensuring that the VPN server or device has the right configuration to prioritise VoIP traffic and enough power to handle this traffic efficiently is crucial for maintaining good call quality.
  • If you’re unsure about the power and configuration of your VPN server or device, consulting with your IT support is advisable. They can check the specifications, assess its load, and adjust settings to ensure Hubbub traffic is treated with priority, facilitating smoother communication with your Service Users.

Engaging with IT Support

In your journey to optimise your environment for improved call quality, engaging with IT support can be invaluable. They possess the technical expertise to troubleshoot and enhance your VoIP setup. Here’s a guide on when and how to engage with IT support:

1. When to Engage:

  • If issues like jitter, poor Wi-Fi connectivity, or VPN-related problems persist despite following previous sections.
  • When unsure about configuring your router or VPN settings.
  • For complex network setups, particularly in office environments.

2. How to Engage:

  • Reach out via your organisation’s designated channels, like a support ticket system, email, or a direct call.
  • Describe the issue clearly, mention any steps you’ve taken, and reference the relevant sections of this guide.
  • Be available for further information provision or troubleshooting sessions.

3. Working with IT:

  • Follow their instructions carefully and provide necessary feedback. Don’t be worried about asking them to clarify any instructions..

4. Post-Support:

  • Test your Hubbub setup to verify the call quality has improved.
  • Provide feedback to IT and don’t hesitate to reach out again if necessary.
  • Timely and cooperative engagement with IT support can significantly enhance your Hubbub call experience.

Conclusion

You’ve navigated through various steps and considerations to enhance your call quality, whether from home or the office. Here’s a quick recap:

  • Internet Connectivity: A robust internet connection is fundamental. Consider a business-grade connection and understand the difference between bandwidth and a stable connection.
  • Quality Equipment: Investing in high-quality headsets and routers can significantly improve your experience.
  • Overcoming Jitter: Address jitter issues by upgrading cables or checking your Wi-Fi and router settings.
  • Optimising Router for VoIP: Configuring your router to prioritise VoIP traffic is key for clear, uninterrupted calls.
  • Managing Wi-Fi Connections: Position your router centrally, avoid interference, and consider mesh systems or Wi-Fi extenders for better coverage.
  • Adjusting VPN Settings: If using a VPN, configure it to exclude softphone traffic or prioritise VoIP traffic for improved call quality.
  • Engaging with IT Support: Don’t hesitate to engage with IT support for troubleshooting and further optimisation of your network settings.

Your proactive efforts in understanding and optimising your network environment for VoIP are instrumental in ensuring clear and effective communication with Service Users. Maintain these good practices, and enjoy a superior VoIP call quality, fostering smoother interactions and a more enjoyable communication experience on Hubbub.

Note on the Opus Codec

A codec, short for coder-decoder, is crucial for VoIP communications like those on Hubbub. It encodes your voice into digital data for transmission and then decodes it back into sound at the other end. The choice of codec can significantly impact the clarity, latency, and bandwidth usage of the calls.

Hubbub utilises the Opus codec due to its:

  1. High-Quality Audio: Ensures crisp and clear conversations, even in challenging network conditions.
  2. Low Latency: Minimises delay in voice transmission, facilitating real-time communication.
  3. Bandwidth Efficiency: Adjusts bitrate to the available bandwidth, aiding stable connections even when network conditions fluctuate.
  4. Forward Error Correction (FEC): Helps recover lost packets without retransmission, maintaining audio quality in environments where packet loss is common.
  5. Open Standard Nature: Fosters innovation and interoperability, making it a reliable choice for modern communication platforms like Hubbub.

The use of the Opus codec in Hubbub significantly enhances your call quality, ensuring clear and reliable communication with Service Users.