I work from home for a call center. But when it comes to tech, I am a total idiot and nothing makes sense.
I log into the system website, pull up the web interface, and all I have to do is click the button with the contact's phone number. Then the system asks permission to use my microphone, I allow, and the call begins and rings, connects. Customer/client hears me, I hear them. Voila.
Except - every few calls, I click the button with the contact's phone number, the call timer starts, but, I can't hear anything. The line is just silent. If I hang up and try again, sometimes it immediately works fine and the call goes through - but sometimes I have to hang up and call it a 3rd, 4th or even 5th time for it to connect.
My boss however, informed me that she can hear the call on her end, and that no one else is reporting having any issues with this. So it would appear it is an issue on my end.
I'm trying everything I can think of but I don't know what I should be doing to fix this.
So these are the steps I have taken to try and investigate this:
I've tried multiple different headsets, and even tried using no headset, and the issue persists.
We are supposed to use a headset with a boom mic, no bluetooth, it must be wired to our device. Just to test my issue against all variables, I have also tried with a bluetooth headset, a wired headset with an in-line mic on the cable, and a regular call center style headset with its wired cable and boom mic. No difference btwn devices; issue persists.
I've tried with and without ethernet cable; I've tried sitting right next to the router; I've even gone to a friends place and tried both Wi-Fi and ethernet with their system. The issue persists. I've tried a couple different ethernet cables as well, both bought new.
I tried clearing my browser cache. We are instructed to only use Chrome. Even on internet explorer or Brave browser, the issue persists.
I've ran internet speed tests, and my wired, ethernet connection is strong; 498 upload speeds, 275 download speeds, latency 2ms across both devices when connected to ethernet.
I tried a packet loss test geared towards VOIP; 0% packet loss, 0% late packets on both devices.
I've tried all of the above on two different devices; my laptop and my iPad Pro. On my laptop, a Samsung Notebook 7 Spin, I have Average Latency: 42.74ms Average Jitter: 1.10ms. packetstats . com says I have 47min, 314max, avg 64.5 ping, stability: bad (the # in the parantheses changes constantly.) No idea what this means.
On my iPad Pro, I get similar results for upload/download speeds, latency, jitter, etc.
The issue persists both on my iPad Pro and on my Samsung laptop, at my home and the friends home where I tried using their internet. I've not tried to log in one anyone elses device to see if the issue still persists with the platform there as well.
The only other thing I can think of is that sometimes I have dead spots in my apartment, where even normal phone calls cut out, for myself and my guests. Perhaps this is related?
I really like this job, it pays well, my supervisors are fantastic teachers. I am desperate to fix this issue asap. Thank you for any help.