Hi all! We just migrated to FreeSwitch to cut costs, gain control, etc.
Since the switch, however, I'm hearing many more agent complaints surrounding dropped call connection.
We run a virtual contact center and, when checking agent's configurations, most/all have SIP ALG enabled by default on their routers... and most have ISP's that either don't know what it is, or have reps who refuse/decline the ability to switch it off.
With or previous dialer (Five9) this didn't seem to be a big of an issue, but now it seems like a lot of dead air, one way audio... just issues in general.
Do you guys have any tips for managing this? (Assuming SIP ALG Cann't be switched off) Maybe we could route/hide all their call traffic through a VPN? Is FS particularly sensitive to this sort of thing? Maybe we have to go multi-box? (We're single-boxed on an AWS EC2 machine)... trying trying to get some direction here.
Thank you!
Since the switch, however, I'm hearing many more agent complaints surrounding dropped call connection.
We run a virtual contact center and, when checking agent's configurations, most/all have SIP ALG enabled by default on their routers... and most have ISP's that either don't know what it is, or have reps who refuse/decline the ability to switch it off.
With or previous dialer (Five9) this didn't seem to be a big of an issue, but now it seems like a lot of dead air, one way audio... just issues in general.
Do you guys have any tips for managing this? (Assuming SIP ALG Cann't be switched off) Maybe we could route/hide all their call traffic through a VPN? Is FS particularly sensitive to this sort of thing? Maybe we have to go multi-box? (We're single-boxed on an AWS EC2 machine)... trying trying to get some direction here.
Thank you!
