cloudbased
Technical User
What do you guys recommend to your customers when planning your ACD infrastructures?
Anyone implemented PF Softphones throughout?
Anyone implemented PF Softphones throughout?
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Best ACD Agent Phone
- Thread starter cloudbased
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I'm pretty sure they are discontinued now but I love the Navigators, given their space-saving design and built-in audio connection with the option to use a headset/headphones with a standard analog 3.5mm TRS connection that most phones don't have.
I attempted to implement Prairiefyre's softphone, however it proved to be very problematic for us even with the small group I tested it with. Sound quality was very inconsistent. I even went as far as to order a couple of the Plantronics DA60 cables with built-in USB soundcards that PF specifically recommended to use with their softphone but still got the same inconsistent results.
After a couple weeks analyzing Wireshark, performance monitoring on their PC's, and attempting to work with Prairiefyre on the issue, we never could figure out what was causing the intermittent "robotic" or quiet/fuzzy voices on those test agents. It seemed to work most of the time, just not reeliable enough for production in our test environment anyway.
I attempted to implement Prairiefyre's softphone, however it proved to be very problematic for us even with the small group I tested it with. Sound quality was very inconsistent. I even went as far as to order a couple of the Plantronics DA60 cables with built-in USB soundcards that PF specifically recommended to use with their softphone but still got the same inconsistent results.
After a couple weeks analyzing Wireshark, performance monitoring on their PC's, and attempting to work with Prairiefyre on the issue, we never could figure out what was causing the intermittent "robotic" or quiet/fuzzy voices on those test agents. It seemed to work most of the time, just not reeliable enough for production in our test environment anyway.
@surferx0
Have you tried to use a "pure USB headset"? like Plantronics .Audio 655 USB Multimedia Headset
I experienced voice quality issue when using softphone and 3.5mm headset or USB sound card + 3.5mm headset.
After changed to pure USB headset. All problem have been gone.
Maybe it is not your root caused, just for your reference.
Kelvin
Have you tried to use a "pure USB headset"? like Plantronics .Audio 655 USB Multimedia Headset
I experienced voice quality issue when using softphone and 3.5mm headset or USB sound card + 3.5mm headset.
After changed to pure USB headset. All problem have been gone.
Maybe it is not your root caused, just for your reference.
Kelvin
mitelmitel
Programmer
I've tested using a pure USB headset and have had no problems but have not deployed it.
Have a couple of sites that went cheap with 5312 sets. Problem is by the time you put headset, login and makebusy buttons you burn through all the keys. Nothing left for any type of personal keys. I would say minimum use a 5320 but its not currently back lit. If you can find 5224's as well they are good.
The single biggest problem with communications is the illusion that it has taken place.
The single biggest problem with communications is the illusion that it has taken place.
Well we weren't using 3.5mm connections, the DA60 is a straight USB for quick-disconnect headsets. PF even specifies this item as one of their few supported devices for softphone in their knowledgebase article (KB 50566).
Perhaps replacing all headsets with something like the 655 that doesn't have the quick-disconnect capability might solve it. But to be honest with the level of support I got on the issue it appeared to me that their soft phone feature in Contact Center Client was a bit underdeveloped so I wasn't about to stick my neck out for it.
Supernova99
Technical User
I would reccommend 5324 and above for ACD.
1. Most ACD functions are accessed through the Superkey saving personal buttons.
2. The Ability to 'Toggle' CLI/Caller name
3. The 5330 & 5340 also have the option to add a headset module.
As for softphones it just ain't worth the hassle, when you are are wholly dependant upon your phones to ring for business they are a weak link.
I have converted several sites from softphone to deskphone as they are unpredictable.
Share what you know - Learn what you don't
1. Most ACD functions are accessed through the Superkey saving personal buttons.
2. The Ability to 'Toggle' CLI/Caller name
3. The 5330 & 5340 also have the option to add a headset module.
As for softphones it just ain't worth the hassle, when you are are wholly dependant upon your phones to ring for business they are a weak link.
I have converted several sites from softphone to deskphone as they are unpredictable.
Share what you know - Learn what you don't
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