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Setting up Talkdesk: Requirements and Best Practices

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To ensure a smooth experience with Talkdesk, you can find below a list of requirements and best practices that you need to keep in mind when setting up your hardware, software, and network.

✔️ Getting Started: Checklist

  1. Review the operating environments that the agents will use;
  2. Make sure everyone is using a wired headset with the best configuration;
  3. Connect via Ethernet and read the recommendations below for VPN usage;
  4. Where will the Agents work? Depending on whether it's home or the office:
  5. Test your connectivity using our Network Test Tool.

Please continue reading for more details.

 

💻  Supported Operating Environments 

When setting up the operating environment to work with Talkdesk, please review these requirements:

  • Operating System (OS): Windows 10 / OSX 10.14+ / Linux 64bit (Debian 9 or Red Hat 8 based distros) / Chrome OS;
  • RAM: Recommended 8 GB of RAM;
  • CPU: Intel i5 / AMD Ryzen 5;
  • Browser: Google Chrome configured as the default browser and updated to the latest version;
  • Security: If you use any software that can block applications, please include Callbar in the allowlist.
  • Virtualization: If the agents connect via VDI or remotely, use the Callbar or a SIP Client outside the virtual environment.

🎧  Headsets

When choosing headsets to handle calls with Talkdesk, please consider the following:

  • We recommend using a wired headset with a 3.5 mm jack (analog) port;
  • You can use a USB headset but this option will consume resources from your computer;
  • We also do not recommend Bluetooth/Wireless headsets for professional long-term usage:
    • The battery level is a factor on these devices (the lower the battery, the lower the range);
    • Being a wireless device, it suffers from interference from other wireless devices in the area;
    • Bad reception or increased latency is common, which could falsely point to a network issue.
  • If you use Windows OS, follow the recommended settings for Callbar.

📎  Learn more about the headsets that we recommend here.

 

🌐  Network

Internet Bandwidth

Make sure that enough bandwidth is reserved to work with Talkdesk:

  • A good rule of thumb is a 1Mbps symmetrical connection per device;
  • Avoid having other people using/sharing your bandwidth while you are on a call, especially if it involves activities that consume a considerable amount of bandwidth, such as:
    • Streaming multimedia content (4K/HD/Full HD Movies);
    • Online gaming;
    • Downloading large content (such as torrents).
  • Disable recordings on any DVR / Set-top boxes, as these can consume bandwidth.

Connection best practices

Make sure to follow these guidelines regarding the type of connection:

  • Ethernet is the preferred connection type. Use a Cat 5E cable, or above;
  • Avoid using VPN. If you do need to use a VPN, split tunneling must be configured in order to ensure that all traffic from Callbar is routed directly to the internet instead of through the VPN;
  • Set the following DNS servers (if possible):
    • Primary DNS: 8.8.8.8
    • Secondary DNS: 1.1.1.1

Office and Home

If you and your agents are:

Using Wi-Fi as a Temporary Solution

⚠️  While Wi-Fi offers convenience, it can lack reliability for voice communications as it's influenced by many factors:
  • It does not send and receive traffic at the same time (Half-Duplex), which can affect the jitter, making the voice seem robotized, and will at times increase latency;
  • Some AP (access point) versions are only able to connect to one device in the network at a time (if you use more devices, you will have more latency);
  • It’s a shared medium. The common 2.4 GHz band is used by many other home devices and can frequently suffer from signal interferences.

image1.gif

As you can see in the above image, Wi-Fi is prone to packet loss, latency variation, and jitter.

If you are waiting for an Ethernet or PLC (powerline) adaptor and need to use Wi-Fi temporarily, please follow these guidelines:

  • Use the latest standards (> Wi-Fi 5 IEEE 802.11ac) with MU-MIMO support and the 5 GHz band, as opposed to the 2.4 GHz. This will reduce the range but decrease the probability of environmental interference;
  • Connect as few devices as possible to the same AP, to better concentrate and serve your own;
  • Upgrade to a mesh AP network. It allows reachability from several points in the home and repeats the traffic between the cells. This way, the packets are not lost if a specific area is affected.

📎  Learn more about why we recommend Ethernet here.

 

🎛️  Final Step: Testing your Network Connection

Finally, you can test the quality of your network connection by using the Talkdesk Network Test Tool.

 

Metric Required Recommended
MOS Score > 4.2 > 4.3
Jitter < 30 ms < 10 ms
Packet Loss < 3 % < 1 %
Round Trip < 200 ms < 100 ms

If you face any call quality issues or the test results are not as expected, you can reach out to our support team, by submitting a request here.

 

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