Dropped Calls

A dropped call occurs when a call disconnects unexpectedly after it has already been successfully connected. In a VoIP or WebRTC environment, this typically happens when the connection between your softphone and the remote endpoint (the person you’re speaking with) is interrupted. You or your customer may be mid-conversation when the line suddenly goes silent and the call ends.

⚠️ Don’t confuse a dropped call with a failure to connect. If a number never connects and your dialer seems silent, the issue is likely a failed call setup rather than a dropped call.

Symptoms

• The call connects successfully but ends abruptly.
• The audio may stutter, distort, or go silent before disconnection.
• Reconnecting immediately might work fine, suggesting a temporary issue.

Causes

Because VoIP and WebRTC calls depend on internet connectivity, call quality and stability rely heavily on network performance. Dropped calls are most often caused by one of the following:

Network and Connectivity Issues

• Packet loss: Missing voice packets lead to instability or dropped sessions.
• High latency or jitter: Delays in packet delivery can cause signaling timeouts.
• Fluctuating bandwidth: Competing network activity (e.g., video streaming, large file transfers) can degrade performance.
• Wi-Fi instability: Weak or congested wireless signals can momentarily drop connections.
• Firewall/NAT misconfiguration: SIP or WebRTC signaling may be blocked or rerouted incorrectly.

Device or Environment Factors

• Outdated browsers or softphone versions
• Overloaded CPU or memory on your workstation
• Bluetooth headset interference or battery drain
• VPN or proxy interference with UDP traffic

The Reality of Dropped Calls

Even in high-quality VoIP networks, occasional dropped calls can occur due to the distributed nature of telephony infrastructure. Each call traverses multiple networks, routers, and carriers — any of which may introduce a brief instability. While every call matters, it’s important to recognize that a small percentage of dropped calls is statistically normal, especially at higher call volumes.

That said, ongoing monitoring, network optimization, and detailed reporting help our team and partners continually improve call reliability and minimize disruptions.

External (Remote-Party) Factors

Sometimes the dropped call originates from the other party’s carrier or device — for example, mobile signal loss, network switching between towers, or the remote user’s VoIP instability. While these are beyond your control, consistent reports help identify if the pattern is one-sided or systemic.

Troubleshooting Steps

To minimize dropped calls in a VoIP or WebRTC setup, try the following:

1. Restart your computer to refresh audio and network drivers.
2. Use a wired Ethernet connection rather than Wi-Fi for maximum stability.
3. Use a wired headset instead of Bluetooth to avoid audio-related disconnects.
4. Close background bandwidth-heavy applications like video streaming or large downloads.
5. Avoid VPNs unless required by your organization.
6. Test from a different network (home, office, or mobile hotspot) to isolate local issues.

Call Forwarding

• If NOT using Call Forwarding: Try enabling Call Forwarding to a mobile or desk phone to test if the issue persists. This takes the call off of your local internet connection and routes it through your forwarding device instead. This can be helpful if you’re located in an area with poor Wi-Fi connectivity but a strong mobile or landline connection.

Check for Patterns

If calls consistently drop after a specific duration (for example, every 10 or 15 seconds), this often points to a signaling timeout or NAT/firewall configuration issue.

If you suspect packet loss, latency, or jitter, ask your network administrator to run a network test. You can also run a VoIP quality test and save the results. It’s important to run these tests while you’re actively encountering the issue in order to ensure you captured the problem in these logs.

Contact Support

If the problem continues, please:

1. Submit a call report in the RingDNA Dialer (if you have not already done so)

   • Categorize the call as Dropped Call.

   • Include timestamps, destination numbers, and estimated call durations.

   • In the Note field, describe:

     • What you heard before the drop (silence, distortion, etc.)
     • Whether it occurs with all calls or specific destinations
     • Any recent network or hardware changes

2. Contact our support team for additional troubleshooting guidance and to share logs or details with our team.