When Call Audio is Choppy

Question

When the customer's voice is choppy during a call, or the agent's voice is choppy to the customer.

Answer

[Cause]

Choppy audio is likely due to network quality issues.

This generally occurs in wireless LAN (Wi-Fi) environments and

1) Most commonly happens when the distance from the wireless AP or walls obstruct the signal, resulting in weak wireless signals.

2) Occurs when there are many users connected to the wireless AP or when network traffic is high due to other users.

3) There are cases where certain MacBook Pro models have poorer Wi-Fi quality compared to other laptop products.

In wired environments,

1) If it occurs for all users or multiple users at the same time

    - If it happens frequently, there may be insufficient internet line bandwidth compared to the usual traffic used.

    - If it occurs intermittently, it may be due to other users causing high traffic by downloading large files.

2) If it occurs only for specific users, it may be due to poor contact with wired LAN cables or connectors.

[Inspection Method]

If you perform a Ping test to the default gateway and see spikes of 100, 200ms or more, the call audio will be choppy.

[When Network Quality is Poor]

[When Network Quality is Normal]

[Solution]

1. In a wireless LAN (Wi-Fi) environment

• Move the AP or user to a location where the wireless AP signal is strong.
• If the number of devices connected to the wireless AP is excessive, distribute the load by using multiple wireless APs or a separate wireless AP for voice call users.
• If the issue is due to the performance of the laptop's Wi-Fi module, replace the device or use a wired LAN.

2. In a wired LAN environment

• If the issue occurs for an individual, request the network administrator to check the network lines.
• In case of insufficient traffic, notify internally to refrain from downloading large files during working hours or consider upgrading the internet line.