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What issues affect the call centre user experience on Mteja?
What issues affect the call centre user experience on Mteja?

Call centre user experience

Written by Stephany Pagliaccia
Updated over a week ago

All web-based software can experience performance issues relating to the connections and environment in which it operates.
To help you deal with such issues, we have compiled a list of common issues that affect the user experience while using Mteja's call centre.

Poor Voice Quality in cloud telephony

As it runs on the Internet connection that you use in your office. Therefore, voice quality is directly influenced by the quality of Internet Connection. When you use a good quality Broadband to cater to your cloud telephony systems, your calls do not suffer from delays, choppy sound or jitters. Unfortunately, many businesses understand this after shifting to cloud telephony which results in complaints and confusion.

A few facets that cause these quality issues:

Inadequate Router for cloud telephony

One of the most common causes of problems in cloud telephony business phone systems is Call Quality. Many businesses have a regular router installed at their premises. Improper routers do not prioritize calls through the Internet. Without a router that is configured for cloud telephony prioritization, call quality will be impacted by the other Internet users.
For example, if another user streams or downloads a file while another user is on call, then the call quality would be degraded due to slower Internet.

Improperly configured Internal Network

Many subscribers do not give heed to the requirements of cloud telephony. If a company chooses to run both cloud telephony and its data needs, then they’ll have to configure the internal network to give priority to the cloud telephony.

This problem is easily solved by giving priority to the cloud telephony system connection. The user can also choose to use two different connections to manage their needs.

Poor Internet Connection
The most common reason for poor call quality is a bad internet connection. Poor Internet connections that cannot handle cloud telephony systems are often present in businesses. This results in poor quality call with jitters, delays, and choppy voice. Users often blame cloud telephony systems or vendors for this. But, the main reason for this is not choosing a high-quality connection or broadband.

Security issues in cloud telephony

Since cloud telephony is connected to the Internet, it is susceptible to malicious attackers and other threats. Security is one of those phone issues that is often overlooked.

To provide security to keep your data safe, necessary security measures should be provided by the vendor himself.

Some of the key methods to ensure security measures to safe-keep your data are:


Cloud telephony calls are susceptible to third parties from eavesdropping on your calls. To prevent this, you can use encryptions and passwords.

Strong passwords and setting up encryptions would repel attackers and keep your data and conversations safe.

Security layers and Firewalls

The admin can deploy a firewall specially designed for cloud telephony systems. The firewall would limit the type of traffic and close the session once the call concludes. Different types of firewalls can also help map unusual patterns and identify signs of attack.

Strict security measures at the user end

The user should guarantee the use of strong passwords and limited access.

Assigning each user an appropriate level of access based on their needs protects any confidential data.

Users can also instruct their staff to look out for strange activities within the system.

Emergency Calls

Cloud telephony calls are not connected to the static network of telephone lines and a physical network. This feature isolates it from the Emergency services provided by the government or the community.

There is an absence of Emergency service provision, like the 911, which creates a major hassle in the use of cloud telephony. Furthermore, since it doesn’t have a physical address, Emergency agencies cannot ascertain your location.

Nowadays, many major companies are taking an initiative to provide an inclusive cloud telephony service. This can help maintain user confidence too.

Cloud telephony needs Power

Since it requires an Internet connection to run, the loss of Internet will lead to the loss of the phone line as well.

Internet services are susceptible to technical glitches like any other service. No Internet will lead to loss of calls and ultimately to the loss of customers and revenue.

Apart from that, the use of electricity to run the routers and other cloud telephony hardware can lead to some problems as well. If there is a power interruption, then you won’t be able to use your phone services.

The problems of connection or electricity loss can affect your phone system and hence result in the loss of voice processes.

Here is a guide article on how to check whether your connection can be able to sustain a cloud telephony service.

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