Optimizing Call Quality

Optimizing Call Quality

High-quality audio is essential for effective customer interactions. This guide provides comprehensive recommendations for optimizing call quality in your CloudOut implementation.

Understanding Call Quality Factors

Several factors affect VoIP call quality:

• Network Quality: Bandwidth, latency, jitter, and packet loss
• Hardware: Headsets, microphones, and sound cards
• Environment: Background noise and acoustic conditions
• System Configuration: Audio settings and codec selection
• Server Infrastructure: CloudOut's server capacity and routing

Network Optimization

Bandwidth Requirements

Ensure your internet connection meets these minimum requirements:

• Per concurrent call: 100 Kbps upload and download
• Recommended: 300 Kbps per call for optimal quality
• For supervisors/administrators: Additional 1 Mbps for dashboard monitoring

Network Quality Metrics

For optimal call quality, aim for these network metrics:

• Latency: Less than 150ms
• Jitter: Less than 30ms
• Packet Loss: Less than 1%

Network Optimization Steps

1. Use wired connections: Whenever possible, use ethernet instead of WiFi for more stable connections
2. Implement QoS (Quality of Service): Configure your router to prioritize VoIP traffic
   • Set VoIP traffic to highest priority
   • Prioritize UDP traffic on ports used by CloudOut
   • Limit bandwidth for non-essential services during call hours
3. Optimize WiFi (if wired is not possible):
   • Use 5GHz WiFi instead of 2.4GHz when possible
   • Position agents closer to WiFi access points
   • Reduce interference from other devices
   • Consider WiFi mesh systems for larger offices
4. Dedicated internet connection: For call centers, consider a dedicated internet line for voice traffic

Hardware Recommendations

Headsets

A quality headset is one of the most important investments for call quality:

• Recommended features:
  • Noise-canceling microphone
  • Wideband audio support
  • Comfortable for all-day wear
  • USB connection (preferred over 3.5mm jack)
  • Built-in volume and mute controls
• Recommended brands: Jabra, Plantronics/Poly, Sennheiser, Logitech
• Wireless vs. Wired: Wired headsets generally provide more reliable audio quality, but high-quality wireless headsets can work well if properly configured

Computer Hardware

Ensure your computer meets these specifications:

• Processor: Intel Core i3 or equivalent (i5 or higher recommended)
• RAM: 4GB minimum (8GB recommended)
• Updated audio drivers
• No CPU-intensive applications running during calls

Environment Optimization

1. Reduce background noise:
   • Position agents away from noisy equipment (printers, HVAC vents)
   • Use acoustic panels or dividers between workstations
   • Implement a "quiet zone" policy in the call center
2. Room acoustics:
   • Add sound-absorbing materials to reduce echo
   • Consider acoustic ceiling tiles and carpeting
   • Position desks away from hard, reflective surfaces
3. Agent positioning:
   • Maintain proper microphone position (1-2 inches from mouth)
   • Position microphone slightly to the side to reduce breathing sounds
   • Ensure consistent speaking volume

CloudOut Configuration

Audio Settings

1. Configure audio devices:
   • Go to "Settings" > "Audio" in the CloudOut agent interface
   • Select the correct input (microphone) and output (speaker) devices
   • Run the audio test to verify settings
2. Adjust microphone sensitivity:
   • Set microphone gain to appropriate levels
   • Enable automatic gain control if available
3. Echo cancellation:
   • Ensure echo cancellation is enabled
   • Test in various environments to confirm effectiveness

Advanced Settings

For administrators, additional settings can be configured:

• Codec selection: CloudOut automatically selects the optimal codec, but administrators can prioritize specific codecs in "Settings" > "Advanced" > "Voice Settings"
• Jitter buffer: Adjust the jitter buffer size based on your network conditions
• Packet size: Optimize packet size for your network environment

Monitoring and Troubleshooting

Regular Testing

• Network tests: Run regular network tests using CloudOut's built-in diagnostics
  • Go to "Settings" > "Network Test"
  • Run the test and review results
  • Address any issues identified
• Call quality surveys: Implement post-call surveys to gather feedback on call quality
• Call recording analysis: Regularly review call recordings to identify quality issues

Common Issues and Solutions

For detailed troubleshooting of specific issues, refer to these guides:

• Common Issues Guide
• Network Connectivity Guide
• Error Messages Guide

Agent Training

Proper agent training is essential for call quality:

• Train agents on proper headset positioning and usage
• Provide guidelines for speaking clearly and at an appropriate volume
• Teach agents how to identify and report call quality issues
• Establish procedures for handling calls during network degradation

Need Additional Help?

If you continue to experience call quality issues after implementing these recommendations:

• Run our advanced diagnostics tool and share the results with support
• Contact your IT department with the specific requirements listed in this article
• Submit a support ticket with details about your setup and the issues you're experiencing