Ytel Contact Center uses VoIP technology and a strong, solid internet connection can make the difference between a smooth sounding call to one full of interruptions or sounding choppy. In a worst case scenario, an unstable internet connection can result in calls being dropped/disconnected. 

Below are some steps you can take to limit the impact of your other internet activity and keep your Ytel technology strong. 

Start by reviewing our Technical Requirements - then continue below:

Computer Requirements

Processor: 3.0 GHz Intel Core i5 or better / Apple M1 or better

RAM: 8GB

Free Space: 20 GB or 10% of main drive. SSD drives are recommended for maximum performance.

USB Port: 3.0 (at least 1 free)

OS: Windows 10 or newer, Mac OS Catalina or newer. ChromeOS is no longer supported as of January 1, 2024

Internet Connection: Wired (direct connection via ethernet cable)

• Using a faster computer will provide a more reliable connection when non-Ytel programs (ie. your CRM or other web applications) use system resources heavily.
• Underpowered computers can exhibit choppy audio ("jitter"), disconnected calls, and/or unreliable performance. For example, Frequent Agent Disconnections due to 100% Disk Usage
• Underpowered computers may also result in a terminated connection, Lost Connection with Ytel Data Center error message, and/or Webphone disconnection.

Connect Directly via Ethernet

No one disagrees that Wi-Fi technology is perfect for walking around your home with a device - it provides you with freedom and flexibility to access the internet anywhere you have signal. But, for VoIP technology, Wi-Fi is not suitable as it is not a stable and constant connection whereas Ethernet is. 

Perform a Speed Test

Performing a speed test will give you an approximation of your current internet speeds. Once you have connected to the internet directly via Ethernet connection, please perform a speed test using your favorite tool (For example, speedtest.net or fast.com).

Check Your Computer

Regularly clearing your browser cache and cookies is a good practice to follow. These files take up unnecessary space on your computer and may cause unintended performance issues. 

Clear Cache in Chrome
Clear Cache in Firefox

Knowing what programs regularly use large amounts of memory and/or CPU usage is helpful. These usage spikes can cause unintended performance interruptions.

*Pro tip: Always keep your browser up-to-date!

and most importantly, when working from your home....

Minimize Unnecessary Internet Traffic and Computer Usage

The easiest way to ensure uninterrupted performance of Ytel is to minimize or eliminate unnecessary internet traffic and unnecessary programs from running.

Most office networks are robust enough to handle VoIP technology along with other day-to-day network traffic. Some office networks go one step further and employ various network shaping methods to ensure VoIP stability and a positive experience for their customers who are on the line.

Generally speaking, a typical home network does not support "network shaping" (if it does, your average person is not qualified to setup and enable) and your regular, daily usage of a limited home connection may interfere with the requirements of the various systems necessary to perform your job. 

Ytel Customer Service is available to assist Administrators with troubleshooting their agents' connections. Please visit ytel.com/help and have your Teamviewer id ready prior to calling. The admin and agent should be on the line together.

*Note: Ytel does not support the use of software based phones aka Webphones (Eg. Zoiper)

We look forward to supporting your Work from Home efforts!