Page Comparison

Agent Phones should be in auto-answer mode enabling agents' phones should answer the call immediately on ringing without the agent having to click on the answer

Agents should use the phone and be dedicated to the given process only. That is when logged into the agent-UI, the Agents should not be assigned to any other inbound or outbound queue for a different process.

4G / LTE mode can often have a 4x-5x failure rate for voice calls as compared to 2G mode. Please ensure your phone is set to 2G mode.

Do not use Dual SIM Mode - If dual SIM mode exists, please have the agent switch off the dual SIM model and work on single SIM mode only. Calls on a second SIM can hamper the Agent’s productivity, and cause unwanted abandoned calls. It also helps to save battery. How To:

• Remove the second SIM card.

• In the case of eSIMe-SIM: Go to Settings > Mobile Networks > Disable the second SIM.

Disable Call Waiting - Enabling Call Waiting can cause an unnecessary distraction to the Agent if there’s any external call landing on the agent. Agents often also mistakenly think multiple calls are landing from the system. This can cause the Agent to put the customer on hold or get distracted impacting the customer experience and agent productivity. How To:
This is usually available in Phone → Options → Call Waiting and Forwarding or Call Management.

Ensure Good Network Coverage

• 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 lower than -85dBm can cause significant call drops or non-connectivity.

• The preferred network type needs to be 2G for better connectivity and less signal fluctuation.

• How to:

  • Android: Settings App → About Phone → Status → SIM Status → Signal Strength

  • iOS: https://lifehacker.com/see-the-actual-signal-strength-on-your-iphone-or-androi-5929546

• If the signals are not good,

  • Move towards a sky-facing area, such as near a window with no obstacles.

  • Change the current SIM telecom operator with the one that has better coverage in your area

  • Use a signal booster device
    
    Alternate Approaches - Enable Jio Wifi Wi-Fi calling or You can use a landline phone instead of a mobile phone.

Ensure there are enough channels from the telecom operator side to receive the incoming calls on the

Good quality Landlines phones with headphones or received to avoid voice disturbance issues.

Use the Landline phone for the particular agent login purpose only to avoid the call congestion on the lines.

Make sure that agent is not register

The Network ports that phonon shared are open at network/Firewall for the agent system.

Jitter is measured in milliseconds of delay, and 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

Jitter is measured in milliseconds of delay, and 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

Enough bandwidth should be available as per the above “Agent login from Office and Home” section and also make sure that you have followed the Agent login from Office and Home” section.

using split-screen option for another tab or browser - reference link How to use Web Calls on Mobile Phone while using another tab / app