Plan requirement
| Subscription | Any plan |
| Access | Admin |
Calls run over your internet connection, so three network figures matter that never affect tickets.
The three
- Bandwidth. Modest per call, and it adds up across a team.
- Latency. Delay. High latency produces people talking over each other.
- Packet loss. The one that causes the choppy audio everyone recognises. Even a small amount is audible.
A connection that feels fast for browsing can be poor for voice, because browsing tolerates all three and calls do not.
What to check before you start
- Your firewall allows the traffic voice needs.
- Agents are on wired connections or good wifi, not a distant access point.
- Nothing else on the network saturates it at predictable times, such as backups.
- Home workers have a connection that holds up.
Wifi is the usual culprit
Not the internet connection itself. An agent two rooms from the access point has packet loss that never shows up in a speed test but is clearly audible on a call.
Quality of service, where you can
On a managed network, prioritising voice traffic protects calls when the network is busy. That is work for whoever runs your network, and it is what stops a large download degrading every call.
Rolling out voice across an office? Ask us for the requirements that fit your setup and we will help you and your network administrator get them in place before the first call.
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