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Potential Causes | Common Solutions |
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Applicable guides
One-way audio. Agent cannot hear remote side. Remote side can hear agent
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One-way audio. Agent can hear remote side. Remote side cannot hear agent
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Unexpected dropped call
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Dropped calls, as the list above suggests, have a variety of potential root causes. Most dropped calls are a result of poor mobile connections from the remote end. While mobile carrier networks continue to improve, we recommend following up with the remote end promptly to see if they may have been in a questionable signal zone. If the source of the disconnect is not clearly identifiable, working with the SharpenCare team can help us get closer. Our logging can confirm whether the dropped call was initiated by the agent side, system side, or remote end. If you need to track down an important dropped call and need some assistance, please raise a request. |
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Delayed audio
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Delayed audio is inherently caused by latency at some point between the caller and called party. Most commonly this will be a result of network congestion or network latency concerns. For example, a user calling from the US to Australia will certainly experience latency due to the distance between the parties. However, if two users in the United States are dealing with delay problems, there are very likely network or hardware inefficiencies preventing the timely delivery of data to each party. |
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