Issue

Users can experience situations when calls unexpectedly disconnect during conversations, and there are several ways to troubleshoot them.

Possible Causes and Solutions

Please check the following options, which will help you investigate the cause of your call being dropped.

Reason 1. Network Issues

High network traffic can cause dropped calls. Make sure to prioritize VoIP traffic by configuring Quality of Service (QoS) settings on your router.

If you have a network issue or your Internet connection is absent, you may get the following screen on the softphone:

Click Download error logs to save a .txt file with technical information on the current issue. Then, submit a request to the CommPeak support team and attach the file to the request.

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NOTE

Check the CommPeak Speed Test page that provides more details about how you can assess your connection's speed and quality.

Reason 2. Hardware Issues

Faulty hardware, such as routers or switches, can cause call drops. Therefore, it is important to inspect and maintain your equipment regularly.

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NOTE

Please see the Unable to Make or Receive Calls page for more details on troubleshooting call failures.