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Poor Voice Quality

Overview

If you have agents or full call centers experiencing bad call quality, ensure to follow the below few steps to rectify the problem.

Resolution

Voice quality can be controlled on two different levels, the first level is for individual agents. If you have individual agents experiencing voice quality problems, please follow the below steps:

Individual

Step 1: Open the user account by following the User Management -> Users from the top menu.

Step 2: locate and edit the agent.

Step 3: Under the Extensions option, click Edit next to the WebRTC entry.

Step 4: Select the closest region to the agent.

Full Call Center

Step 1: Open the Integration section by following the Configuration -> Integrations section from the top menu.

Step 2: Click on twilio

Step 3: Select the closest region to your call center.

Twilio GLL (Global Low Latency)

The Global Low Latency setting will utilize the agents DNS settings to determine where the agent is situated in the world and automatically assign a data center location for voice connectivity. If you utilize a centralized DNS setup for global agents, you could be jeopardizing the automated agent location selection and manual region selection may be the best option for you. If you do not have a direct connection establish to Twilio, please do not select the Interconnect Options.

WebRTC Bandwidth Requirements

When utilizing Chrome, the general bandwidth utilization is around 100kbps per agent/call for voice only. Different browser codec's can reduce utilization depending on the version and SDK used. The latest Chrome updates includes the OPUS codec which is measured at 40kbps per agent/call.

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