Symptom / Need

If your agents are reporting voice problems during calls, first identify the type of behavior:

• Choppy calls: The audio is interrupted.
• Robotic audio: The voice sounds tinny, echoey or with a noticeable delay.
• Silent calls: Nothing can be heard from one or both sides (audio in one direction only).

Impact: This situation directly affects your operational and customer experience indicators.

Context / Scenarios

Audio quality in IP telephony depends primarily on network stability, hardware performance, and the availability of infrastructure resources .

1. Infrastructure: Unstable LAN network, use of Wi-Fi connections, low Internet service capacity, or low-performance computer equipment.
2. Server or platform: Resource saturation (CPU/memory), excessive concurrent calls, or lack of updates.
3. Carrier or telephone provider: Instability or degradation in SIP trunks.
4. Hardware: Agent's computer performance and headset quality.
5. Security Settings: Permissions in antivirus and configuration of your Firewall/Router.

Answer / Solution

1. Rapid diagnosis using recordings

Before making any technical changes, listen to at least 10 recordings of calls reported to have poor quality on your WolkVox platform:

• If the recording sounds good quality: The problem may be local to the agent (their headset, PC or home/office internet are not delivering the audio correctly to the team).
• If the recording is of poor quality: The problem may be with your company's general network or your phone provider.
• Check if the call quality issue occurs in other enabled operations and with a specific operator.
• Include a detailed log of the calls where you observe the new information. Remember to include the Caller IDs and the exact date and time of the event (HH:MM:SS format).
• It is important to use activity codes segmented according to the fault, whether it is a choppy call, a silent call, a robotic call, among others.

2. Technical Validations that you must perform

A. Work Tools

• Environment change: If you're using the desktop application and it's failing, ask the agent to try the Web Manager . If the problem disappears, it could be a restriction on the PC or the local application.

B. Quality of your network connection

Verify that your internet service meets these technical parameters:

• Latency: Must be less than 500ms.
• Jitter: Must be less than 30ms.
• Packet loss: Should be 0%.
• Physical connection: Ensure agents are connected via network cable. Wi-Fi is not recommended, as it can be the primary cause of choppy voice.

- Verify that the Wi-Fi device settings are disabled.

C. PC Configuration and Security

Make sure your company's IT team applies these exceptions to the Antivirus and Firewall:

• Exclude folders: C:\ipdialbox.
• Exclude processes: AGENTBOX.EXE and CONFIGURATIONBOX.EXE.
• Router/Firewall Settings: Disable the SIP ALG and SIP Helper features. These features often corrupt voice signaling and cause dropped calls.

D. Hardware (Equipment)

• Use certified professional headsets (preferably USB).
• Check that the computer does not have its CPU/RAM at 90% (too many tabs or programs open at the same time).
• Verify that no updates are running in the background during peak operating hours.

Possible Causes

• Wi-Fi usage: Causes constant micro-cuts in the voice.
• Lack of QoS (Voice Prioritization): Your internet network is prioritizing videos or downloads instead of voice.
• Firewall Blocks: Your office firewall is filtering audio packets (RTP) or there are active SIP ALG / SIP Helper configurations.
• Hardware problems: Use of non-certified headsets or equipment that does not meet minimum requirements.

Normality Criterion: In internet telephony, an impact of less than 5% can be considered within the occasional operating margin.

Recommendations

• Emergency Solution: If the desktop application fails in a group of agents, temporarily migrate the affected agents to the Web Manager to maintain active operation.
• Evidence for Support: If the problem persists after checking your network, open a ticket attaching the call IDs, Date (HH:MM:SS) and the results of your latency and jitter tests.
• Keep latency logs for at least 30 days.
• Ensure that agents use a wired connection.
• Use certified professional headbands.
• Implement the recommended configurations on workstations and network devices to prevent recurring voice quality incidents.

You can find more information in the Wolkvox Technical Requirements Reference Document.