First time caller. We have rolled out two Azure RDS hosts for our COVID inspired work from home remote access solution, staff are at home using a mix of devices, work owned and otherwise. Inside the same Azure tenancy is our 3CX server. We have are experiencing various degrees of very poor voice call quality. Here are our observations, in all instances this is the 3CX Windows application installed:
1. 3CX from within RDS session, calling mobile phone network - quality is fine
2. 3CX from within RDS session, internal call, call answered on 3CX from within another RDS session - quality is awful (like really bad)
3. 3CX from local computer, calling mobile phone network - quality is fine
4. 3CX from local computer, internal call, call answered on 3CX from another local computer - awful again
No combination of port, codec, tunnel or non-tunnel, other configurations on the 3CX client application, seem to make any difference.
Sype, Slack, Teans, etc. all run beautifully for any of these locations (in fact better than 3CX quality has ever been).
Further info, our preference is to use 3CX inside the RDS session as otherwise agents cant see call queues, in some cases calls dont pop over the top of the RDS session, etc. I know some are using 3CX on the local computer Ok, would be very curious to know how that was made successul in a call centre environment.
I guess I have two questions.
Q1. Does anyone have any pointers to where I should go to troubleshoot further?
Q2. Does anyone know of alternate call software I can integrate with 3CX to handle the 'last mile' communications.
Regarding Q2 I am thinking that if I could leave 3CX doing the queue and agent work, but divert all the phones at the server side to some non-3CX agent for the voice work then perhaps I can side-step around this issue until we can get it fixed e.g. stupid example (cause almost certainly not possible), 3CX extension diverted to Skype, you know something like that but replace Skype with XXX (?)
Any other advice greatly appreciated, this is killing us at the moment and we cannot properly service our customers. Many thanks in advance.
1. 3CX from within RDS session, calling mobile phone network - quality is fine
2. 3CX from within RDS session, internal call, call answered on 3CX from within another RDS session - quality is awful (like really bad)
3. 3CX from local computer, calling mobile phone network - quality is fine
4. 3CX from local computer, internal call, call answered on 3CX from another local computer - awful again
No combination of port, codec, tunnel or non-tunnel, other configurations on the 3CX client application, seem to make any difference.
Sype, Slack, Teans, etc. all run beautifully for any of these locations (in fact better than 3CX quality has ever been).
Further info, our preference is to use 3CX inside the RDS session as otherwise agents cant see call queues, in some cases calls dont pop over the top of the RDS session, etc. I know some are using 3CX on the local computer Ok, would be very curious to know how that was made successul in a call centre environment.
I guess I have two questions.
Q1. Does anyone have any pointers to where I should go to troubleshoot further?
Q2. Does anyone know of alternate call software I can integrate with 3CX to handle the 'last mile' communications.
Regarding Q2 I am thinking that if I could leave 3CX doing the queue and agent work, but divert all the phones at the server side to some non-3CX agent for the voice work then perhaps I can side-step around this issue until we can get it fixed e.g. stupid example (cause almost certainly not possible), 3CX extension diverted to Skype, you know something like that but replace Skype with XXX (?)
Any other advice greatly appreciated, this is killing us at the moment and we cannot properly service our customers. Many thanks in advance.
