Zoomtopia is here. Unlock the transformative power of generative AI, helping you connect, collaborate, and Work Happy with AI Companion.
Register nowEmpowering you to increase productivity, improve team effectiveness, and enhance skills.
Learn moreKeep your Zoom app up to date to access the latest features.
Download Center Download the Zoom appDownload hi-res images and animations to elevate your next Zoom meeting.
Browse Backgrounds Zoom Virtual BackgroundsEmpowering you to increase productivity, improve team effectiveness, and enhance skills.
Zoom AI CompanionUser groups are unique spaces where community members can collaborate, network, and exchange knowledge on similar interests and expertise.
Help & Resources is your place to discover helpful Zoom support resources, browse Zoom Community how-to documentation, and stay updated on community announcements.
The Events page is your destination for upcoming webinars, platform training sessions, targeted user events, and more. Stay updated on opportunities to enhance your skills and connect with fellow Zoom users.
The Zoom Community is nominated for the 2025 CMX Community Industry Awards in the Customer Support Community category!
Vote now2021-11-02 11:32 AM
On nearly 100% of our calls via Zoom Phone, the audio delay is so bad that it leads parties to talk over each other and is nearly unusable for phone communication. We've been on Zoom Phone for about two years, and it's been this way the whole time. I can't imagine it's this way for everyone, and Zoom video meetings don't suffer from this problem, so I'm hoping there is a fix for us to get Zoom Phone working. ???
2021-11-03 02:07 PM - edited 2021-11-03 02:09 PM
Hi @KKlabunde , Sometimes, these types of issues occur when a device in the network path is inspecting Zoom Phone real-time traffic thereby adding overhead and delay. It might be worth validating that Zoom phone traffic is exempted from this type of application layer inspection on your edge devices.
2021-11-05 05:35 AM
Hi @KKlabunde , does it happen anywhere ? Independent on where the user is located (office, home, etc). Does it happen when using the App on the computer and also on the mobile phone ? The same network ? It could be woth some testing on different environments/setups in order to try to isolate the root cause.
2022-04-07 11:09 PM
Same issue with us. We've tried different networks, different internet providers, desktop vs. phone app, mobile network vs. fixed-line. Nothing makes a difference. Tried multiple laptops and phones. It's a great platform and we'll continue to use it, but we really need the delay issue fixed as we end up speaking over the top of our customers. Mind you, this doesn't happen when we're making calls internally between extensions.
@KKlabunde, I'm starting to think that zoom phone uses different servers to video, and there is either a configuration issue on Zoom's end or potentially it's just the distance between us and the nearest Zoom server. We're talking 400ms+ latency roundtrip, so it's not great.
2022-04-08 03:43 AM
@williampeasley Are you running BYOC, with your own SBC's or are you using Zoom's carriers to go outside of the network? Are users under VPN or something ? Where are you located ?
The audio path is the same for Extension to extension calls and for PSTN calls, the only difference is that there is a gateway somewhere that can be adding delays.
What address are you pinging to give the 400 ms delay ?
Can you check on the statistics tab on your Zoom client, under phone and see what is the register Server IP address ?
2025-03-18 01:34 PM
Did you ever find a resoution for this? We've been with Zoom for a few years now, but i'm thinking about switching due to this exact issue. Users are getting very frustrated with it. I've had other migrations going on, but now i have time to finally address this issue. Unfortunately, its just as easy to switch providers. Let me know if anyone figured out how to resolve this. As someone else mentioned, this issue does not happen from extension to extension. Only external calls.
2025-03-18 04:35 PM
hi @jmattison
I suggest reviewing the zoom phone qos dashboard. How are your outgoing and incoming calls rated, etc.
Viewing the Zoom Phone quality of service dashboard
To get some insight into your connection to zoom servers, I suggest using zoom’s network tester.
Using the Zoom Network Connectivity Tool
https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058114
do the stats meet zoom network requirements?
May be a network issue such as firewall issue, switch issue, and or quality of service issue.
Does your firewall have zoom required ports open?
Zoom network firewall or proxy server settings
I suggest running a speed test from a network location where your zoom phone - desk phone or workplace client is running. Review your ISP bill or contract to see what speeds up and down you are paying for and compare to what your speed test indicates. If you are not getting what you should, I suggest contacting your ISP.
Speedtest by Ookla - The Global Broadband Speed Test
Web proxy server support for Zoom Phone
How are your desk phones connected to your isp gateway via your router, firewall, and switches?
Do any of your team not experience audio delays? Is there a difference in how they are connected?
Do you have any remote workers not experiencing audio delays.
You might try taking a zoom phone desk phone home and connect it to your home router. Do you still experience delays?
Sometimes quality of service has not been implemented and browsing and file downloads are hogging available bandwidth. If that is the case, consider implementing qos.
Implementing Quality of Service for Zoom Phone
Check where you are connecting to Zoom Phone servers. Are you connecting to the nearest SIP zone location?
Check to see how you are connecting from your company all the way to zoom servers.
Does your ISP peer with Zoom?
Take a look at hurricane electric network tools to see how your ISP uses peering to connect to zoom video communications servers.
Hurricane Electric BGP Toolkit
Where are you located and what ISP are you using?
Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.
thanks, eliot