Genesys Cloud - Main

I would like to know if other customers are experiencing one way audio, or choppy speech when using the WebRTC Softphone?  Our experience has been progressively degrading since before the Platform outage on 10/17.  These issues are affecting On-prem and Remote users alike.  Network speeds in my office are normal if not above average, Ping = 13ms, DL = 95.73 and UL = 88.68 -  (speedtest.net) yet we still experience call quality issues.  Thought from the community?
#SIP/VolP

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Jack Blakey
Clearent LLC
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You would really need to do some more extensive network analysis between multiple endpoints to see what the call quality is, and where the problems lie. I have seen great results for speedtest.net in the past, even to the hosting provider, but things fell apart once I started routing real data because the ISPs in between had intermittent routing problems and bottlenecks that showed up over the longer term of a class session or something like that, which wasn't caught by a shorter speed test.

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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
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We have no issues with WebRTC. However, you have to implement QoS to make sure your voice transmissions don't get impacted by larger up/downloads (e.g. cloud file sync, update of client software). The symptoms you are describing could also be caused by insufficient resources on your local machine or in the LAN. Do you have a physical phone available to help narrow it down?

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Sven Schiller
Kognitiv
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I highly recommend trying out an applicaiton called PingPlotter. It performs frequent traceroutes between you and a host and spits out a handy graph. You can then see where you might be having issues and when and if you're lucky why.

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Paul Dittrich
Aria Solutions
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