OnDemand - Audio Quality Issues
Issue
Quality of Service (QOS)
Environment
These instructions should be provided to clients that are reporting that these issues are occurring on their conference calls, but it should be taken into consideration that there are other underlying issues that can potentially cause audio disturbances. If the client attempts these instructions and is unable to eliminate the disturbance, a carrier ticket can be opened. For instructions on opening a carrier ticket please see https://na3.salesforce.com/articles/...FgDeHqwIVQAAAA .
Resolution
Call Tower is committed to providing simple solutions to common conferencing issues. One of the most common issues in audio conferencing are audio disturbances. We have identified that most all audio disturbances experienced on a call are the result of one or more of the participants’ phone lines causing the disruption. In order to avoid audio issues like this going forward, I would advise that you utilize the *96 command to mute all participants as often as it is feasible. *96 was implemented to allow hosts to maintain control and manage these disturbances. If you start your call with all of the participants muted, they each have the ability to dial *6 to un-mute themselves as they need to speak. This allows you to manage the issue, but it also allows you to narrow down where it is originating from if it is present. If one of the participants is to unmute their phone and has echoing or static, that participant can either remain on mute or dial back in using an alternate telephone number.
Call Tower provides 24/7 live tech support that can be utilized by dialing *0 while on a conference. Once *0 is dialed an operator will pull the individual who dialed *0 into a sub conference to discuss what assistance is needed. The operators are then able to use a process of elimination to narrow down potential causes, and assist in muting the line responsible. We have found that using *96 is the best option, as it is difficult to interrupt a live call to use *0.
Please let us know if you have any additional questions or concerns.