Issue

CommPeak Dialer users can experience call quality issues for various reasons, and there are several ways to troubleshoot them.

Possible Causes and Solutions

Please check the following steps, which will help you investigate the cause of your call quality issue.

If you are using CommPeak Dialer, you use WebRTC from the Dialer page.

Each Dialer tenant works on a different shared with several BIDs.

Common cases

1. The issue with the termination carrier
2. The issue with the 3rd side PBX/Dialer server affecting the call quality
3. Network issues are caused by the client’s end-user network equipment and lack of relevant configurations for VoIP calls (e.g., quality of service, traffic shaping, disabled SIP ALG, etc.).

Troubleshooting Steps:

1. Listen to the call recording in the VoIP monitor to understand if there is an actual issue and on what side you have it (carrier leg, agent side; also, check the codecs transmitted for both legs).
2. Check the noc_alerts or dev_monit Slack channels to see if there are any alerts related to a specific Dialer tenant.
3. Troubleshoot outbound calls from Softphone registered to CommPeak PBX extension or SIP account using the same carrier and one additional carrier (by dialing 099 + trunk ID + destination number). Try to troubleshoot the call in a way that is similar to the original call.
4. If the agent works from home or uses a VPN, please check the agent's network, as connectivity issues can affect the call quality.
   Сheck the agent's hardware (headset and microphone) in other applications. Can the agent hear the sound clearly with no disturbances? Can the other side hear the agent well?
5. In Dialer, investigate your network performance (above 60~) or network spikes in the specific time range of the call (note that the Dialer network performance relies on the end-user browser).

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NOTE

Make sure you are using a stable Internet connection.

You can also check the CommPeak Speed Test page that provides more details about how you can assess your connection's speed and quality.