Connecting more then one office

[enes.avdic]

Currently we have the main office in Chicago and we also have an office in Europe. The 3CX system is of course setup in Chicago and we have the EU office connecting remotely through the internet. Now sometimes the office in EU has problems hearing customers on the other end or the customers have problems hearing them, I'm wondering if this could be because they are connecting remotely to our server in Chicago? What would be the best way to set this up?

 

[netswork]

What is your latency between the two sites? Anything over about 120ms latency is going to play havoc with your voice, especially if there is a lot of jitter. Meaning the response times vary more than just +/- a few ms from packet to packet.

Are the calls coming into the 3cx system via a voip provider?

You would have better luck with a 3cx system on the europe side with a bridge between the two systems. Then you can setup either a voip provider or some other form of dial tone for your europe location so calls are not going back and forth the whole time. I am betting the latency from chicago to europe is rather high.

Is there a VPN between the two locations? If there is a vpn you could reduce some overhead and send the calls directly across to Chicago, going around the VPN to test.

If you haven't already you should put in place firewalls that will allow you to prioritize the voice traffic, once its on the net you loose control of course but at least you can give it a fighting chance.

A dedicated circuit between locations would be your best bet for lower jitter/latency but at a high cost.

 

[leejor]

Now sometimes the office in EU has problems hearing customers on the other end or the customers have problems hearing them,

See if you can establish any sort of pattern (time of day, certain numbers/areas, other activity on the local network) to the "sometimes". Ask the European users to keep track of the call details when they have a problem. This may help to pinpoint the reason for your problems.

Is it low level or "distortion"?

Do you use more than one provider for incoming, outgoing calls?

What sort of internet connection (speed) is the European office using? Is this shared with computers, uploading/downloading?


I'm assuming that employees in the Chicago office are not having any of the same issues?