sebjenkins
Technical User
Hi there,
We have recently switched from an on-prem Mivoice phone system with physical MITEL handsets to a MiVoice Business cloud solution and MiCollab softphones
Our contact centre have reported a strange issue where they call a destination and almost always the call is answered by an IVR. The initial greeting is fine in terms of audio quality, however once they press an option from the menu, ie. 1,2 etc then they get the next message but it's at this point that the audio becomes crackly/robotic/distorted.
Didn't have a clue what this means or what to do about it until one of the users discovered that if they place the call on hold as soon as they hear the distorted audio then immediately take it off hold, the audio quality is perfect.
This method has been tried and tested each and everytime the users run into audio issues when navigating through customer IVRs.
Anyone know what this means ? Is it something to do with SIP invite/reinvite or is that completely irrelevant ?
Thanks in advance!
We have recently switched from an on-prem Mivoice phone system with physical MITEL handsets to a MiVoice Business cloud solution and MiCollab softphones
Our contact centre have reported a strange issue where they call a destination and almost always the call is answered by an IVR. The initial greeting is fine in terms of audio quality, however once they press an option from the menu, ie. 1,2 etc then they get the next message but it's at this point that the audio becomes crackly/robotic/distorted.
Didn't have a clue what this means or what to do about it until one of the users discovered that if they place the call on hold as soon as they hear the distorted audio then immediately take it off hold, the audio quality is perfect.
This method has been tried and tested each and everytime the users run into audio issues when navigating through customer IVRs.
Anyone know what this means ? Is it something to do with SIP invite/reinvite or is that completely irrelevant ?
Thanks in advance!
