Dropped Calls

When you experience dropped calls, there could be many potential causes. The most common causes are :

1. Bandwidth Peaking 

2. QoS Software/Hardware

3. ISP Bursting 

4. Poor internet connection leading to Packet Loss.

5. Call dropped on the caller's side.


1. Bandwidth Peaking 

Bandwidth peaking is when the users on your network generate enough traffic to exceed your internal or external (ISP) network. When this happens, the voice packets are dropped and the call is subsequently dropped. This is a very common problem. When working with more than 10 agents, you need to work with your ISP to ensure you have bandwidth that will support your needs. 

The best way to determine if this is the cause is to pull your bandwidth logs from your router and look for any peaks like below:


2. QOS Software/Hardware

The most common reason for low QoS - Quality of Service is software on the Router which controls the flow of traffic. It will drop and analyze packets of information depending on what it considered to be most essential. If your QOS is not configured, you will see it dropping calls depending on how it's interpreting traffic. 


3. ISP Bursting 

ISP Bursting, is a temporary allowance of full network speed for 15-20 seconds. After this time, the ISP limits traffic depending on each ISP's policy. Check the documentation from the FCC. This can cause packets to be lost (due to the non-redundant parameters of UDP packets) and hence a call to be dropped. 

The best way to determine if this is the case is to contact Talkdesk Support and we will help you test your limits with custom tests. 


4. Packet Loss

There is a myriad of reasons that could cause this. We can check individual call examples to help quantify and determine the presence of packet loss.


5. The call dropped on the caller's side. 

With callers using cellphones or consumer VoIP applications like Skype, it's possible the call dropped on their side.


Please review the following information in order to maximize the chance of a good quality call:

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