Overview

A user is experiencing poor call quality issues on inbound and/or outbound calls.  The following are some descriptions of poor call quality symptoms that the user could be experiencing:

• Poor Audio Quality
• Scrambled Audio
• Audio Breaking up
• Voices are hard to hear
• Voice sound robotic
• Voice sounds crackly
• Either inbound, outbound, or neither might be more clear

Workflow

Instructions

Check Call Quality

Verify that the issue is still occurring because poor call quality can occur when there is an intermittent network issue.

Check Headset

Confirm that the USB headset is functioning correctly by reseating the USB connection or trying other USB ports on your workstation.  If the poor audio quality still occurs please try another headset.

Gather FMB and SIP Logs

Gather the FMB and SIP logs from the user's workstation.  For more details on where to find the logs please refer to the Locating Agent Workstation Logs article.

Gather CLIs, Call Ids and Timestamps of the calls with poor call quality

Gather the Caller Line Identification, Call ID and Timestamp for each of the calls where the user experienced poor call quality.

Open Support Ticket

Open a Volt Delta UK support ticket and attach the FMB Logs, SIP Logs and the CLI, Call Id and Timestamp for each of the calls with poor call quality.