Remote Agents with high latency

[tntconsulting]

Hello Everyone,

Currently we are running a single server GoAutoDial instance in our center located in Peru. We have plans to expand to a 5 server cluster for several campaigns and are having issues with our Philippine agents and high latency.

In our Peruvian center we have 2 fiber ISPs, however agents from the Philippines are unable to complete calls due to high latency. Is there a way that we can either lower the latency, have them connect via VPN, or any other options?

Steve Turner
TNT Consulting SAC
Lima Peru

GoAutoDial 2.1CE on 3.4 I7, 8mb RAM, 1tb RAID10

[rrb555]

have them I think use a Leased line connection. Philippine ISP could route to more lower latency when u r subscribe to them via Leased line connection.

[ctc_olsen]

Check International Private Line. The lesser hops, the faster and stable the speed is. Not sure but you might want to have them subscribe to a 5MB account. Yes!!! BW here in Philippines s*cks. But we use IPLs.

[williamconley]

What these gentleman are saying, without just saying it is: You cannot change latency. No software you use can "fix" latency or jitter, as a rule. It is "possible" that a QoS based router would improve the latency (i said Possible! not "likely"!). However, ordinarily when you are getting high latency, you must change your ISP to reduce the latency (or at least complain to them, in some cases they CAN fix it to avoid losing a customer!). If the ISP belongs to the Agents ... then they have to have this conversation with their ISP.

Your best bet is to remove ALL traffic other than that with the high latency, and see if the latency reduces to a tolerable level. If that works, then QoS may actually help (many routers have QoS in them these days). For QoS to work properly, it must be used at both ends of the Pipe, of course.

[gardo]

Hey Steve,

What's the latency of your Filipino agents going to your server in Peru? Latency is just one factor, what's more important is network stability (given acceptable latency).

[tntconsulting]

Hello Everyone,

We rearranged campaigns, however now we are in need to reopen this question.......

Our Philippine agents have a latency of 320ms average. This is when we have no other traffic running on the ISP. When we have them ping our VOIP provider in the US, they have a latency of 185ms.

Our concern is the quality of the calls ofcourse.

[williamconley]

ok: so with that latency, how are the calls? how long is the delay?

[tntconsulting]

with the 320 latency, they never receive the welcome message when they login....phone never rings

[williamconley]

consider changing qualify=no in the agent sip configuration (use a sip template if necessary) or change it to qualify=2000

but this is also a good sign you need a better internet connection.

[gardo]

The average latency from the Philippines to the US is around 200ms. 320ms seems pretty high and quite far away from your ping results of 185ms. There might be other factors affecting your calls aside from latency issues. We've had clients doing more than 300ms latency with more than acceptable results (quite good actually). Even though their latency is quite high, their network is stable and consistent.

Can you tell us more how your calls are not completing?

Hello Everyone,

We rearranged campaigns, however now we are in need to reopen this question.......

Our Philippine agents have a latency of 320ms average. This is when we have no other traffic running on the ISP. When we have them ping our VOIP provider in the US, they have a latency of 185ms.

Our concern is the quality of the calls ofcourse.

[williamconley]

now that you mention it, it's likely to be worth describing your network design. in case you're double-natting or anything else unusual. (or Wifi! LOL)