It’s 10am. Your sales team is at full capacity. Half the calls start dropping or failing to connect. Nobody changed anything — so what’s happening?
The answer is almost always the same: routing congestion.
Here’s how it works. VoIP calls travel through your provider’s network in real time. Every provider has a limited amount of capacity on each route. During off-peak hours — late evening, early morning — that capacity is more than enough. But between 9 and 11am, and again from 2 to 4pm, everyone is calling at once. If your provider oversells their capacity (and many do), your calls start competing for bandwidth they don’t actually have.
What you’ll notice:
— Calls that fail within the first 3 seconds
— One-sided audio where you hear the client but they can’t hear you
— Sudden disconnects mid-conversation with no technical error
— The same number that was unreachable at 10am connects fine at 7pm
This isn’t a problem with your internet, your headsets, or your SIP client. It’s a capacity problem on your provider’s side.
How to check: look at your ASR (Answer Seizure Ratio) by hour. If it drops noticeably between 9–11am — you’ve found your problem.
The fix is either a provider with genuine route redundancy, or a backup routing path that activates automatically when the primary route is under load.
Most businesses tolerate this for months thinking it’s normal. It’s not.
— zvonex.com
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