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I recommend you open a support ticket, and dive deep into the setup. Audio quality degradation means your UDP traffic is getting slowed down, you cannot compare results with other web applications from this perspective. If you are an enterprise customers and have a TAM working with you, they will want to perform an architectural review of your deployment. Things like what region is your instance in, where are the agents are located, where are customers calling from, are agents using VPN or straight internet, are they using a VDI deployment, and which; do they all respect computer requirements, are the phone numbers are ported in Amazon Connect, or calls are forwarded to (therefore introducing multiple hops)? All these are potential factors that may impact the audio quality. An in depth analysis using the data you are seeing in the network will help identify the root cause.
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