Audio Delay When Calls Are Transferred to Another Rep Queue

Overview

Reps may experience an audio delay (latency) issue when calls received by one team are routed to a rep queue of another team. Such issues are present when call are made via your SIP provider, while calls are working fine when using an alternative softphone. Also, there is no delay when making outbound calls or receiving calls to the assigned Inbound Number.

Information

As calls are transferred by your SIP/ VOIP provider (using a PBX), there may be an issue on the provider's side (e.g., forwarded calls are rerouted too many times). We recommend to report this issue to your VOIP/SIP carrier for further investigation.