One way voice issues in CX

Liberty Converse / CX
1

Hi

Are any other Converse CX users having issues with one way voice?

The majority of our calls are fine but periodically (every day) users report that a batch of calls have one way voice. Anecdotally, logging out of CX and back in again fixes it.

We can’t find any issues on our network and neither can our SIP provider. The issue happens when agents are working at home and in the office. Currently the issue is with Netcall but no progress on finding a fix.

Thanks

Andrew

2

Hi Andrew,

Thanks for bringing this to our attention.

We are experiencing something similar today with our agent, we have checked headphones, connections etc and this is all fine, and again working intermittently, if shut down liberty cx and restart clears it also.

As we cannot pin point if it was liberty cx or internal hard fault we hadn’t reported to netcall as yet.

3

Hi Andrew

Thanks for raising this - and I can see you already have a support case open with us, so thanks for working through this with the team.

We are aware of a small number of similar reports where customers have seen intermittent one-way audio, and the point you mentioned about a CX logout/login restoring service is particularly interesting. Do you mean that the same agent receives multiple calls in a row that all exhibit the same audio issue, but then a log out/log in appears to resolve it?

Jennifer - if you continue to see this, it would be really helpful to capture similar details and raise a ticket with support so we can compare patterns across environments.

Andrew - we’ll continue progressing your case directly, but this additional detail around session behaviour should help us focus the investigation.

Thanks.

Jonathan.

4

Hi, we too have had intermittent issues where our team have reported that they can’t hear the caller etc but once they log off and back on again it seems to fix it. In all honesty I did wonder if it was more ‘user error’ than a system one. We have issued them with a checklist to rule the obvious out like headsets, microphone etc but still seems to occur. We operate via Teams Telephony and it seems to happen regardless of if they are WFH or in the office.

5

Hi Jonathan

Agents are saying that they receive multiple calls in a row which exhibit one way audio. Logging out of CX and back in again appears to resolve the issue.

We use auto answer and the announcement of the queue name to the agent. When they experience the issue they say they don’t even hear the announcement of the queue name.

Our customer service group are the only area that report the issue and are the only group that use auto answer. That may be unconnected but thought I would mention it. Obviously they take the vast majority of calls so I can’t say for certain that other groups don’t get the issue.

There doesn’t appear to be any pattern to it.

Kind regards

Andrew