Work from Home
Best Practices and Technical Requirements
Improvements in technology have made working from home a reality for many companies and their employees. The adoption of cloud technology has allowed a smooth transition from in-office working to working remote. At Ytel, we've been ahead of the curve for years - as long as you have a connection to the internet, you can interact with our products and services from anywhere you might be!
However, that internet connection must be a stable one.
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:
Processor: 3.0 GHz Intel Core i5 or better / Apple M1 or better
Free Space: 20 GB or 10% of main drive
USB Port: 3.0 (at least 1 free)
OS: Windows 10, Mac OS Catalina
Internet Connection: Wired
Note: 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. Underpowered computers may also result in a terminated connection 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.
- For the best experience, we recommend your computer be connected directly via Ethernet connection.
- Using Wi-Fi may result in choppy audio, loss of connection, and/or dropped calls.
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).
For the best experience, we recommend a minimum download speed of 30 Mbps and a minimum upload speed of 10 Mbps. This minimum speed assumes you are the only person currently using the internet at home.
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.
*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.
Turn off any video streaming services (YouTube, Netflix, Hulu, Disney +, etc.)
Turn off any audio streaming services (iTunes, Spotify, Pandora, etc.)
Close any unused apps or programs that are running
Close any extra browser tabs that are open
Close/disable browser extensions
Disable any pop-up blockers or ad-block software
For Mac users, close any virtual desktops
Fully exit and restart the web browser daily
Reboot the computer each day
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!