Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: C_Genesys on October 13, 2021, 07:19:00 AM

Title: Robotic Voice
Post by: C_Genesys on October 13, 2021, 07:19:00 AM

Hi All,

Our agents are facing issue wherein on some calls the voice quality is not good when and they hear robotic voice of customer. (the voice breaks in between when agents are on call with customer).

This is not happening for all the calls but only for few calls (no specific pattern)

What all checkpoints we should consider apart from Network , MCP ,  SBC ?

Title: Re: Robotic Voice
Post by: cavagnaro on October 13, 2021, 01:58:16 PM

Network
Apply QoS, check bandwidth, check jitter, codec used, etc.
There is some work you need to do to find out the issue.


Do a network diagram considering agents locations (same branch? Remote? VPN? etc)