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Before You Begin
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This document list lists 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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Agent Login from Office and Home
Best Practices for Agent
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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:
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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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| Internet Lease Line(ILL) - Using corporate ILL |
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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 📱
Agent Login using
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Work From Anywhere with Mobile Number
Use 2G Mode
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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 mobile phone.
Desktop Agent-UI
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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-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 (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).
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.
Ensure Minimum System Requirements:
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Upgrade Chrome Browser:
Latest Google Chrome version https://www.google.com/chrome/update/
Stable 1.6 Mbps Internet Speed
(Optional) Mobile Phone with
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≥ -85 dBm Signal Strength or Landline
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Ensure Good Internet Speed
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Ensure that you have 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 Improve:
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Please check if any service is taking background bandwidth, specially OS updates.
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Use LAN to connect Internet services with your desktop
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Disable Memory Saver Settings:
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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 return 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 minutes (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 stopsstop). It can be circumvented by making a few configurations:
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Bandwidth for Web call 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 4G/LTE enabled internet connection.
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
VoIP calls involve the transmission of a continuous train of voice data packets. If the network is congested, some of the first packets sent may reach a recipient later than other packets. This out-of-order receipt of packets, known as jitter, can result in the audio sounding jumbled or robotic. 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.
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,
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Phonon recommends 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 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..
During the work from home, the agent should have a broadband connection which should have proper bandwidth dedicated or Mobile data with less than 4G/LTE
Ensuring uplink and downlink bandwidth availability of at least 50Kbps 150Kbps 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.
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.
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.
Version History
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Confidentiality
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