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  • 1.  Strange experience with call and bad voice quality

    Posted 03-29-2019 00:33
    No replies, thread closed.
    Hi

    Today I experienced something really wierd. I did a test call after I received complaints from the call centre that the calls were choppy - customer could not hear the agent intermittently and vice versa.

    I tried to do a test call by dialing in and spoke to an agent. Towards the end of the call, I heard a conversation between an agent and another customer (God knows who there are) suddenly  and later the call was cut off. When I listen to the voice recording, the last part of what I heard was not recorded in that particular interaction. 

    The agents are using PureCloud softphone with headset, while I dialed in using Skype from my laptop.

    Wonder anyone has experienced similar issue?

    Best Regards
    MengYong
    #SIP/VolP

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    MengYong
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  • 2.  RE: Strange experience with call and bad voice quality

    Posted 03-29-2019 09:54
    No replies, thread closed.
    It sounds like somehow you got conferenced into another call. You will have to open a support ticket and they will have to do an analysis of the logs to figure out how it happened, which could take a bit.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Strange experience with call and bad voice quality

    Posted 04-01-2019 04:22
    No replies, thread closed.
    <g class="gr_ gr_134 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="134" data-gr-id="134">Hi</g> MengYong I too had a similar experience - heard an agent exclaim that she heard a colleague and the client - I checked the call of both agents at first assuming one of the agents had inadvertently performed a consult transfer... the call audits did not back up this assumption... I have not had any other reports since.  We use the <g class="gr_ gr_272 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="272" data-gr-id="272">Purecloud</g> App and Polycom VVX311.

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    Matt Calton
    Grove & Dean Ltd
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    Original Message


  • 4.  RE: Strange experience with call and bad voice quality

    Posted 04-02-2019 11:40
    No replies, thread closed.
    Hi Matt

    Thanks for sharing and confirming it.

    Best Regards
    MY

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    MengYong
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    Original Message


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