Call Quality

If you experience poor call quality, there could be different reasons for this:

Your computer has less than a dual core CPU and 4 GB RAM.

Most STUCC users are using their browser for their telephony. This is called WebRTC. In STUCC the WebRTC connection is the encrypted connection between the dialer and the agent's workplace. The voice stream is encoded using the OPUS codec, which needs more computing power, but uses a smaller bandwidth. If your computer is not powerful enough then the call quality can be negativly affected.

Unreliable internet connection

A high bandwidth of the internet connection is very good, but more important is the stability of the internet connection. A 10 Mbit stable internet connection is better, than a 50 MBit unstable internet connection.

The internet connection is shared with "hungry" users/applications.

A high bandwidth of the internet connection is very good, but if another software consumes 90% of the bandwidth it can result in poor call quality could be poor.

The agents workplace is connected by WLAN.

If your agents' workplace is connected by WLAN(WIFI) then radio interferences in your office can negatively affect the workplace internet connection. To avoid this, it is recommend to connect the agents' workplace by cable whenever possible.

The router configuration is not optimal.

Some router and some switches are not able to recognize encrypted WebRTC connection as real time traffic, but consider it peer-to-peer traffic, which is given a low priority. If the router or switch is overloaded, then the router or switch could drop these WebRTC packages at first, resulting in dropouts in the voice stream. To resolve this issue, ensure that peer-to-peer traffic is configured in your switch and router as high priority traffic.

You are calling a mobile phone.

The call quality of the cell phone network is in some cases not as good as the call quality of a landline phone connection. 

This could be due to different reasons. For instance, the customer could be in a low-reception area or the mobile network of the customer could be overloaded. Maybe the radio reception of the customers' phone is unstable. Sometimes the battery of the customers cell phone is empty leading to a sudden disconnect. These things are outside of the influence of STUCC.