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Work from Home scenario is getting more prevalent these days. There are multiple ways agents can connect and received calls. They can receive calls through SIP channels (requires compliance with OSP guidelines) 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 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.

  1. It is preferable not to use the phones in dual SIM mode. If dual SIM mode exists, please have the agent switch off the dual SIM mode and work on single SIM mode only. Reason: calls on second SIM can lead to bip …bip…. kind of scenarios on the first SIM and impact system performance.

    1. in case of Dual sim disable secondary sim.

  2. Please disable call waiting functionality on the SIM. This is usually available in Phone → Options → Call Waiting and Forwarding or Call Management. Reason: multiple calls is a regular complaint from users. Multiple calls can happen due to other calls also being received on the SIM.

  3. Check that cell phone network reception or signal is good. Reason: voice issues, call drop and call connectivity issues can be reported because of poor quality reception.

    1. Android: Settings App → About Phone → Status → SIM Status → Signal Strength

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

What Is A Good Cell Phone Signal Strength? Cell phone signal strength is measured in decibels (dBm). Signal strengths can range from approximately -30 dBm to -110 dBm. The closer that number is to 0, the stronger the cell signal. In general, anything better than -85 decibels is considered a usable signal. If the signal in your building is not hitting this benchmark, you’ll definitely need a cell phone signal booster, also known as a passive distributed antenna system (DAS). These signal boosters typically improve signal strengths to a level of -70 dBm or better. Ref: 3

References:

  1. https://www.quora.com/My-phone-signal-strength-is-showing-103-dBm-5-asu-What-does-it-mean

  2. https://www.signalbooster.com/blogs/news/how-to-measure-signal-strength-in-decibels-on-your-cell-phone

  3. https://www.accu-tech.com/accu-insider/what-is-a-good-cell-phone-signal-strength

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