Internet voice quality is poor 

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Description

Internet telephony voice quality or audio delay starts out poor or becomes poor during the session.

Action

1. Determine whether the customer's PC is equipped with a half-duplex, rather than full-duplex, sound card. The half-duplex card does not support two-way voice very well.

2. Verify that the customer has a Pentium PC and at least 16MB of RAM. CPU-intensive activity can reduce voice quality. Such activities include downloading large files or graphic-rich Web pages, playing music on the PC, or running another application on the PC. Have the customer shut down other applications that may be occupying the CPU.

3. Verify that the customer has at least a 28.8kbps connection to the Internet. A low-speed Internet connection, heavy Internet traffic, or other disruptions from the Internet Service Provider can cause voice quality to be poor or to deteriorate. It can also produce long audio delays.

   The agent may wish to use only text chat or to initiate a telephone callback for better voice quality.