Some symptoms that may be experienced by the customer with performance issues:

  • Unable to answer interactions on time
  • Bad voice quality
  • lag time in response of supervisor/agent UI
  • Unable to properly save or use the functions in the supervisor UI
  • Agent/Customer unable to hear audio...


Verify that agent meets requirements before troubleshooting.

http://support.evolveip.net/index.php/2018/03/evolve-contact-suite-ecs-network-client-requirements/ 


Verifying PC specs:

  1. Click "Start" 
  2. Right click "Computer" and select "Properties"
  3. Verify the specs





Troubleshooting the network:

  1. Install Visualware http://www.visualware.com/mca/index.html
    You will need admin rights
  2. Run the VOIP/Network test
  3. Verify that the the network is able to handle consistent connection
  4. Verify that there is no major latency.



If unable to run the Visualware, you may use CMD to ping the app:

Data:      ecs-apps.voip.evolveip.net - 64.27.43.188

Voice:    voip-ecs.evolveip.net - 64.27.43.100

ecs-apps.voip.evolveip.net and ecs-apps2.voip.evolveip.net 



To Clear application data from PC:

Go to their start menu and search %appdata%
Click on the result that returns.

For Supervisor:
In the AppData folder, click on Local, then Apps, and Delete the 2.0 file
Navigate back to Local, and remove/delete the IsolatedStorage.

For Agent:

In the AppData folder, click on Local, and remove/delete the ECS folder
Navigate back to Local, and remove/delete the IsolatedStorage.