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Noises on call

  • 1.  Noises on call

    GCAP Member
    Posted 08-06-2019 03:55
    Dear Experts

    We are currently facing noise issue on call .. its getting much disturbed , network bandwidth and all OK , then what i have to check


  • 2.  RE: Noises on call

    GCAP Member
    Posted 08-07-2019 17:33
    Hi Noufal,

    Tracking voice quality issues can be hard.The first point is to try and isolate if there's a common component that causes this. You can do this by testing the various scenarios and determining if there are scenarios where everything is good vs bad:
    • External to IVR
    • External to Agent
    • Agent to Agent (same site)
    • Agent to IVR

    For example, if agent to agent calls are fine, but agent to IVR and Customer are not, then there's likely to be network jitter from the agent site out.  If all are exhibiting issues (including agent to agent), then it could be local network issue, PC load (if sip endpoint is on PC and not hard sip phone) headset quality, etc.

    Another thing to look out for is ensuring that the appropriate codec is being used throughout.  You want to avoid transcoding where possible.

    Jason Mclennan
    Commonwealth Bank of Australia