Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Delay in voice connection

    Posted 01-21-2020 14:16
    No replies, thread closed.
    Good Morning Community!  

    I wanted to reach out to you good folks and see if anyone was having any of the same types of issues we are experiencing with voice connection delays.  

    Our set up is as follows.. 

    Customer calls a store > Call goes through Business Connect > Forwards to PureCloud > Hits the retail IVR > option 1 goes to an agent > Agent sends customer back to the store > Call goes back to Business Connect.  

    We currently have 17 locations set up with Business Connect & are noticing a delay of 4-6 seconds when the call is coming back and connecting.  The customer will have dead air for 4-6 seconds before they are able to hear the team member from the store talking.  

    If the customer selects an option that does not go to an agent,  there is no delay that can be heard.  

    If we take Business Connect out of the equation (12 locations),  we see a 1-2 second delay in every single call on connection.  

    Has anyone else noticed this type of delay with their set ups?  We have been working with support since Oct in trying to find a solution but have still not been able to get anything other than transferring out phone numbers into PureCloud.  I know other companies have done this, and i am hoping that there might be a possible different solution! 

    @Eric Sundquist     ​​​
    #Telephony

    ------------------------------
    [Erin] [Neufeld]
    [Business Systems Analyst]
    [Kal Tire]
    ------------------------------


  • 2.  RE: Delay in voice connection

    Posted 01-21-2020 18:38
    No replies, thread closed.
    Just for clarification (though it may not mean much), is that TELUS Business Connect or NEC Business ConneCT? Or something else?

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Delay in voice connection

    Posted 01-22-2020 11:30
    No replies, thread closed.
    I believe its Telus Business Connect but we own it, we configure it, we port numbers into it as its own application.   We do have technical support through the company as well.  When we take Business Connect out of the equation, we are still seeing a 1-2 second delay.  If the stores have old phone systems, still seeing 1-2 second delays.  

    I have spoken with a couple other companies about this voice delay issue and it seems like users using the WebRTC phones are seeing the delay the most.  This is what we are using for all of our agents.  

    We are struggling getting support on trying to figure out the hops the calls make when an agent takes an inbound and outbounds with them, and where there might be the delay which compounds.  No customer should ever hear dead air for 4-6 seconds before hearing someone speak.

    ------------------------------
    [Erin] [Neufeld]
    [Business Systems Analyst]
    [Kal Tire]
    ------------------------------

    Original Message


  • 4.  RE: Delay in voice connection

    Posted 01-22-2020 17:25
    Edited by George Ganahl 01-22-2020 17:25
    No replies, thread closed.
    One thing that is often recommended to cut down on delay getting to an agent using WebRTC and auto-answer on outbound dialer calls is to use a persistent connection for the phone.

    An article from the FAQ: https://help.mypurecloud.com/faq/why-are-calls-taking-a-long-time-to-get-to-agents/

    And one about Persistent Connection for WebRTC: https://help.mypurecloud.com/articles/use-persistent-connection-feature-purecloud-webrtc-phone/
    (Just in case someone needs that info)
    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


Related Content