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Check that cell phone network reception or signal is Good or Excellent.If the signal strength is not good enough, expect voice issues, call drop and call connectivity issues. This can significantly impact agent productivity, customer experience, and high call abandonment.
Please ensure you stay in “Excellent” or at max “Good” (<-85dBm) to ensure smooth operations. Anything higher than 85dBm can cause significant call drops or non-connectivity.Preferred The preferred network type needs to be 2G for better connectivity and for less signal fluctuation.
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You can use a landline phone instead of a mobile phone.
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Desktop Agent-UI
Work The work from the Home scenario is getting more prevalent these days. There are multiple ways agents can connect and received receive calls. They can receive calls through SIP channels (which requires compliance with OSP guidelines) and they can receive calls directly on their mobile phone numbers (two-way call legs) or web call.
This page focuses on the latter, using two-way call legs and conferencing on the PBX to manage the second leg of the call. At most locations, call center agents who will use their own or company-provided mobile phones. In this section, we suggest some best practices that should be used when agents are using mobile phones to receive calls.
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Ensure Good Internet Speed
Ensure that you have a Good & Consistent Internet speed of 200 KBps.
To Check:
Go to fast.com and ensure you’re getting (200*8) 1.6 Mbps speed.
Click on more details to check latency. Ensure latency is less than 300 ms either way.
How to Improve:
Please check if any service is taking background bandwidth, specially especially OS updates.
Use LAN to connect Internet services with your desktop
Upgrade for the better internet plan
How to go on a Break or Logout:
If you would like to go on a break and not receive any further calls, you can enable the associated break while your current call is in progress.
By doing so, your break will be enabled after the call is over, and you’ll not receive any further calls after your current call is over.
After you have come back from your break, you can disable the break and start receiving calls again.
If you do not want to receive any further calls, please log - out using the “Logout” button at the top right-hand corner.
Using another system with Phonon Agent UI
Are you using another system, such as a CRM or LMS system on which you’ll be spending more than 5 mins (i.e. not visiting the Phonon Central Agent UI tab)? If not, please skip this part. If yes, there’s a chance that the tab will be suspended in the background during which the agent is considered offline (i.e. login hours and calls stops). It can be circumvented by making a few configurations:
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Agent login from office using web call or softphone then it should have 150 kb/Second dedicated for the agent and there should be having proper network bandwidth using Broadbank or 4G/LTE enabled internet connection on mobile internet. And the signal strength can be checked using apps like “network cell info lite“ which will give you the network strength.
Signal strength can be checked under Ensure Good Network Coverage section.
Network Characteristics
The network the device runs on has a big influence on call quality thanks to factors such as jitter and latency.
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Using a high-bandwidth fiber connection from a reputed internet provider. Dedicated business internet connections generally come with guaranteed SLAs on bandwidth and latency.
Use a physical Ethernet connection instead of Wi-Fi when possible.
If using Wi-Fi, limit the number of devices connected on the same channel.
Using high-quality Wi-Fi routers built for enterprises or real-time gaming. Look for routers that come with advanced QoS features.
Auditing your network firewall and NAT settings to check for transmission delays due to improper configuration.
Avoid large data transfers on the Wi-Fi network during calls.
Limiting bandwidth per connected device to ensure an even allocation of total available bandwidth.
Avoid calls over cellular data connections (4G and older) as they are not optimized for low-latency traffic during the login from office.
Ensuring uplink and downlink bandwidth availability of at least 50Kbps for voice transmission.
If operating in a low-bandwidth environment, capping the bandwidth to be consumed on the call using the maxAverageBitrate configuration parameter of the Browser SDK.
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