vicidial.org

Hi everyone i am new to the forum and have just got my first server and vicidial setup(I used to hand dial) but I am having a few issue and could use some help. I have been having call quality issues in my small call center(8 agents on phone). I am using:

VICIDIAL VERSION: 2.0.5-203 and FREEPBX

Core2Quad 2.3Ghz, 4G RAM, 250G

I am using x lite soft phones.

I have business class cable internet at my office 15down / 2up mb which I was told should be plenty for atleast 10 agents.

The server is offsite(at my house) where I have verizone fios 20down/5up mb internet.

I am using a sip trunk via contat tel (contacttel.com) This company has been great help for me the tec/sales guy Frank C is awesome this guy goes above and beyond to help me out so if you need a good provider give him a call.(1.3 billed in 6 sec intervals for in and out)

Could it possibly be the trunk? I had another company prior (intrenational telnet)which i had quality issues with also and there customer service sucked.

The customers can hear static in the background and sometimes customers tell the agents they sound like there underwater or all broken up.

I need my calls to sound crystal clear. I am using logitec usb headsets that I paid a premium for so i dont think its that easy. I am a noob to vicidial/asterisk/freepbx so any help to point me in the right direction to improve call quality would be greatly appreciated.

Also I am using a netgear (relativley cheap) router with a cisco 10/100 8 port switch.

Could it be the router im using?

Should I try a new codec and how is this done? I believe I am using U law right now.

PLEASE HELP ME! I NEED TO DIAL!

P.S I LOVE VICIDIAL (I just wish I new how to configue it LOL)

Oh by the way im not doing any call recording and we usually keep the dial ratio below 2[/b]

try to dial using manual dial.

If it sucks then its your telco or your codec.

Manual dial call quality is the same can you tell me what to change codec to?

I use gsm and g729 with great success. Since vidial connection is based on conferencing witch takes place on the server you may try to relocate the server to a location with agents.

Could it be the same issue as described and resolved here?

http://www.eflo.net/VICIDIALforum/viewtopic.php?t=7963

Have you try pinging your server from your office and your office from your server ?

This is quite important to check. It will give you information regarding the quality of the Internet link you are using.

On Linux: ping XXX.XXX.XXX.XXX where XXX.XXX.XXX.XXX is the IP Address.
On Windows: ping -t XXX.XXX.XXX.XXX

Run it for 10 to 15 minutes and check the result. When stopping ping command it will display information such as avergar Round Trip Time (RTT), max and min and losses if any.

Check that the RTT is quite stable (not changing every packet sent) and that you do not have losses.

This will help you.

Then you can try using Wireshark or any other network sniffer to see if you are not experiencing losses and other network disturbance that could lead to voice issue.

If your manual call quality also sucks ... skip vicidial completely and the "system" completely and just try a soft phone from each of your two locations with that provider directly. The soft phone should have more than one codec available. If you can, also try both the standard protocols (IAX & SIP). I have had varying success with each protocol and codec based entirely on the location and types of servers in use by the carriers. We in the world of "beggers can't be choosers" will use whichever codec/protocol works best. So try them all.

Zoiper, X-Lite, KIAX ... try 'em all to see if you can get a codec/protocol that works. Then take that to Vicidial and try to duplicate your effort. If your provider does not "work out" try another provider.