Voice-Over-Ip Considerations - Avaya IP Agent Installation And User Manual

Voice-over-IP considerations

Voice communication through Internet Protocol requires consistent, non-restrictive network
bandwidth as well as the personal computer hardware sufficient to support not only the
communications of the agent but also other tasks being performed on the personal
computer. If you experience problems with Avaya IP Agent Voice-over-IP telephony, you
should ensure that network and personal computer resources are adequate for the tasks
being performed. Consider the topics in this section when you are determining the
efficiency of Voice-over-IP in your contact center.
Real-time processing
Voice-over-IP uses real-time processing on your personal computer to transmit voice
communication. Nearly all other processes on a personal computer use sequential
processing which means that requests for system resources are processed as they
become available. If resources are not available to process Voice-over-IP actions, the
quality of the communication degrades.
Network bandwidth
Network bandwidth availability can also have an impact on Voice-over-IP communications.
The codecs used for Voice-over-IP encoding can vary from using small packets for dial-up
connections with reduced voice quality to using larger packets providing higher voice
quality over broadband and high-speed connections.
Tip:
Tip:
PC hardware and software
The personal computer software and hardware requirements in this document are the
absolute minimum needed for operation. These minimum requirements do not take any
tasks, applications, or other actions that may be occurring on the personal computer into
account. If you experience problems with Voice-over-IP beyond those of configuration
errors, most can be solved by upgrading the personal computer or using one with higher
specifications.
Note:
Note:
Avaya provides the Avaya IP Voice Quality Network Requirements as an
in-depth and informative document that defines and describes all aspects of
networking and how those aspects can affect Voice-over-IP
communications. You can retrieve this document from the following address:
http://www1.avaya.com/enterprise/whitepapers/ip_networking.pdf
Voice-over-IP does not guarantee toll-quality audio. This is affected by
numerous variables including the codec used, network bandwidth
availability, personal computer processing capabilities, sound card, network
lag and packet loss, and many others.
Voice-over-IP considerations
Issue 1.1 August 2004 33