Counter Won't Connect/Call Quality Issues

Issue Overview

The virtual counter will not connect when accepting a call and/or there is poor quality when connected to the site (i.e. fuzzy screen, choppy audio, video cutting in and out, etc.).

Both counter call quality and connectivity issues are most often caused by momentary packet loss of the primary internet, which is often resolved within a few minutes. Please allow a bit of time (up to 5 minutes) to verify that this is a persisting issue prior to submitting a ticket.

Step-by-Step Troubleshooting

1. Verify if the site can be dialed into manually from the Webex.
2. Verify if the connection issues persist after multiple attempts, up to 5 minutes.
3. Verify if counter call quality issues (choppy audio, fuzzy screen, etc.) persist across multiple interactions at the same site.
   1. Note if you are experiencing connection issues at multiple sites. This may be an indicator that your command center specifically is having internet issues, not the sites themselves. If this is the case:
      • Verify your internet upload and download speed are high and packet loss is low using:  https://speed.cloudflare.com/. Run 2 tests. This can contribute to call quality issues as well as VMOS functionality issues.

        

When to Submit a Ticket

1. Connection issues persist at the site after multiple attempts to dial in, up to 5 minutes of testing.
2. Call quality issues persist over multiple interactions.

3. Internet speed test results (if applicable) show poor internet performance. Packet loss should be <1%, download above 40-50mb, and upload above 20mb.

    

Information to Include in Your Ticket

1. All previous troubleshooting that has been completed.
2. Internet speed test results, if applicable.