Skip to main content
Globox
Globox
New Member
January 14, 2021
Question

Call start latency, because of VPN ?

  • January 14, 2021
  • 1 reply
  • 5624 views

Hi everyone,

 

I am a technician in a call center and I have a problem with a customer's softphone.

 

 

So here's the problem: Some of my agents are on a laptop (Dell, i3 gen10 2.10Ghz, 8 Go RAM) and all these agents have the same problem: the start of a call is cut for a few seconds (whether incoming or outgoing call). It's very embarrassing for the QoS.

 

These agents are at home and connected to the network via an SSL-VPN portal. They all have a good internet connection.

On site (therefore without VPN), no problem.

For agents using a desktop, no problem too, even at home.

 

So my question is: do you think the problem of latency at the start of a call is due to they are using a VPN?

 

Thank you in advance

    1 reply

    Toshi_Esumi
    SuperUser
    Toshi_Esumi
    SuperUser
    January 14, 2021

    You said a desktop at home didn't have the problem, which must be using SSL VPN as well. Are those laptop  connected to home wifi? If that's the commonality among them, I would look into their wifi.

    Globox
    GloboxAuthor
    New Member
    January 15, 2021

    My bad, I forgot to precise that. No they are not using wifi. I tell them not to do it because it could cause problems precisely.

    Toshi_Esumi
    SuperUser
    Toshi_Esumi
    SuperUser
    January 15, 2021

    I would look muck closer into the machine difference between the desktop and laptop at the particular user who has both. It doesn't make sense one works fine without the problem while the other doesn't when both use the same SSL VPN from the same LAN/subnet.

    Terms & ConditionsAccessibility statement