Troubleshooting Microsoft Unified Communication Issues

Microsoft Unified Communications software is a suite of features, tools, and applications that help employees work better together.

These make life easier for businesses around the world, facilitating mobile, email, video conference, and a range of other connections. But sometimes, issues crop up—leading to efficiency loss and customer disappointments.

In this article, we’ll discuss some simple solutions to common problems unified communications software users experience. These solutions aim to identify the root cause of the issue, allowing you to prevent future recurrences.

General troubleshooting tips

While all unified communications issues normally have a particular root cause, the solutions often remain the same. Here is a list of troubleshooting tips to try that will likely fix the problem at hand, regardless of the cause:

  • Identify problems with network infrastructure,
  • Check endpoint registration and firmware,
  • Check the network, especially your QoS settings
  • Check real-time call statistics,
  • Check your call logs.

Collaboration platforms can give you access to all of this information and more from a single viewpoint. At a glance, you can view, monitor, and test all of the above issues across your entire unified communications environment. As such, you can prevent problems proactively, stay on top of firmware updates, and guarantee a fantastic end-user experience.

In the next few sections of this article, we’ll talk about some common issues and go into more detail about troubleshooting them.

Voice quality issues

One of the most common UC problems is voice quality. This article will cover troubleshooting steps for voice quality issues in Microsoft Unified Communications.

Voice quality issues are often caused by misconfiguration settings on devices or network problems, which might include:

  • Compatibility with the phone system
  • Network service providers
  • Router firmware settings
  • Networking devices (like load balancers) on the path between the device and the network provider
  • Router configuration on your local machine (for example, QoS)

Performance issues

If you’re experiencing performance issues, there could be a server overuse issue at hand. The best way to identify if this is the cause is to check your infrastructure metrics, like memory, services, and CPU usage. 

Most software will send automatic alerts—via email or app notifications—to inform you when these metrics are about to reach critical levels. Make sure to set these alerts up, allowing you to proactively identify and prevent performance issues before they take place.

Stay up-to-date

To optimise performance and avoid common UC issues, it’s essential to stay up-to-date! Out-of-date firmware can lead to serious performance problems and voice quality issues, making it impossible for your business to deliver a high-quality user experience.

Updating firmware improves the overall performance of Microsoft unified communications software, solves bugs from previous versions, and rectifies past issues identified by customers and users—so it’s absolutely crucial to update regularly.  


By following this troubleshooting guide, you should be able to effectively solve any issues that occur within your Microsoft unified communications software environment. And remember—collaboration platforms featuring performance management and testing software offer one of the best ways to proactively identify UC issues at the source!