This is less about security, so my apologies. We use PRIs at my employer. If I'm on a telephone call with someone using a VOIP system, sometimes there seems to be a lag between the moment a word is spoken, and the moment that word's signal arrives at the other party.
This occasionally causes a dead-air gap to occur at the end of a sentence. The side effect is a compulsion for one or both parties to fill this gap, which means the parties will briefly speak over one another. This can be frustrating if it's a long-duration call.
Is anyone else familiar with this symptom? I think the term is called "latency", but there are lots of terms that I might misunderstand. I need to know what to call it, because I'm a little concerned that one of our phone-replacement proposals is a SIP trunk system on a best-effort Comcast Business line.
First rule out issues on your own network / systems; after that, if the delays occur only when communicating with external parties, you can assume that it's related to the ISP or the other party's network / systems.
Check this article for tips on improving VoIP quality, do some online research if your organization plans to procure new systems, have the vendor properly address your concerns & last but not least, ensure that there's an SLA.
Lots of people don't configure QOS to prioritize voice traffic and this can be the result. Our VoIP system does not have any of this latency at work, but we've also adjusted all the networking gear to prioritize voice traffic over all other traffic.