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Before You Begin
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This document list the best practices that are recommended to be followed for an optimum and a hiccup-free Agent Call Centre experience. The document is divided into two sections:
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Best Practices for TelephonyAgent Login from Office and Home
Best Practices for Agent UI Portal
Bandwidth for Web calls and agent-UI
Telephony
In order to connect to telephony, we have two options. Calls can be sent to Agent’s Deskphones when working from office, or to their Mobile phones when working from anywhere. This section details best practices for both options.
For Agents Using Office Desk-Phones, Soft-Phones and WebCall
For Agents using office desk phones, digital phones, softphones or webRTC enabled web calls, it is advised to maintain the following:
Login
Agent login from Office.🏢 and Home.🏘
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| https://central.phonon.io/agent-ui and select the login option for
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Network bandwidth | 150 kbps
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How to check network speed |
| signal strength can be checked using apps like “network cell info lite“ which will give you the network strength and network speed can check using http://fast.com https://play.google.com/store/apps/details?id=com.wilysis.cellinfolite&hl=en_IN&gl=US | ||||||||||||||||||||||||||||||
Jitter and Latency for web call. | jitter values higher than 30 milliseconds on web calls can lead to poor audio quality. High network congestion can also lead to packet loss, resulting in chunks of audio never reaching the intended recipient. When this network latency is more than 30 milliseconds of the round-trip time, call participants can experience audio lag. | |||||||||||||||||||||||||||||||
Device Hardware | incompatibilities between hardware components such as network drivers, audio cards, and other firmware components can result in unexpected issues with media handling. Attempting to reproduce issues on other devices should be a key step in your debugging process | |||||||||||||||||||||||||||||||
The Audio Input and Output Device | Headsets minimize echo by providing acoustic isolation between the speaker and the microphone. High-quality VoIP headsets with noise-canceling features can greatly enhance call quality in noisy environments by eliminating background sounds. Wired headsets generally offer more stable sound quality than wireless or Bluetooth headsets. Wireless headsets are more prone to adapter and driver configuration issues, which can lead to static or white noise on calls. We recommend testing with a different headset, or with a built-in mic and speaker, when troubleshooting audio quality issues. | |||||||||||||||||||||||||||||||
Best Practices for Agent / Agent UI Login
On Mobile Phones or Tabs 📱
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Ensure dedicated agent process:
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Work From Anywhere with Mobile Number
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If you do not want to receive any further calls, please log off from the Agent UI. Do not just shutdown your mobile phone.
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You can use a landline phone instead of a mobile phone.
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Agent Login using
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Agent Login using
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Agent Login using
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While using a Desktop or Laptop Computer 💻
The work from the Home scenario is getting more prevalent these days. There are multiple ways agents can connect and receive calls. They can receive calls through SIP channels (which requires compliance with OSP guidelines) using the web call option on the agent screen 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 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.
Ensure Minimum System Requirements:
Latest Google Chrome v90+version https://www.google.com/chrome/update/
Stable 1.6 Mbps Internet Speed
(Optional) Mobile Phone with <85 ≥ -85 dBm Signal Strength or Landline
Ensure Good Internet Speed
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Ensure that you have a Good & Consistent Internet speed of 200 KBps.
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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
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Please check if any service is taking background bandwidth, 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.
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Bandwidth for Web calls and agent-UI
Call quality is influenced by several factors, including device software and hardware and the network a device is connected to. Here we explore the key factors that influence call quality and recommendations for improving call quality.
Agent login from Office
Agent login from office using web call or softphone then it should have 150 kb/Second dedicated for the agent and there should be dedicated ILL connection to avoid the bandwidth related issues.
Agent login from home
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 dedicated 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.
Jitter and Latency
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Latency, in the context of web calls, is the spoken-to-heard delay in the transmission of audio. The major contributing factor to VoIP latency is the delay incurred in the transmission of voice packets from origin to destination. When this network latency is more than 300 milliseconds of the round-trip time, call participants can experience audio lag.
Phonon Recommends
To minimize network and device issues and improve call quality, Phonon recommends
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the following best practices.
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 WiWI-Fi when possible.
If using WiWI-Fi, limit the number of devices connected on the same channel.
Using high-quality WiWI-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 WiWI-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.
During the work from home, the agent should have a broadband connection which should have proper bandwidth dedicated or Mobile data which less than 4G/LTE
Ensuring uplink and downlink bandwidth availability of at least 150Kbps for voice transmission.
Device Characteristics
Certain software and hardware device characteristics have a direct impact on VoIP call quality.
Device Hardware
While most modern PC and smartphone devices are more than capable of handling VoIP calls, incompatibilities between hardware components such as network drivers, audio cards, and other firmware components can result in unexpected issues with media handling.
Attempting to reproduce issues on other devices should be a key step in your debugging process.
The Audio Input and Output Device
Phonon recommends using quality headsets for browser-based calls.
Headsets minimize echo by providing acoustic isolation between the speaker and the microphone. High-quality VoIP headsets with noise-canceling features can greatly enhance call quality in noisy environments by eliminating background sounds.
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