April 2020 Update

As the world grows accustomed to the many challenges that COVID-19 brings us, stability remains the priority of all major telecommunications carriers. With the rapid increase in calling patterns and over-saturated networks within the past several weeks, carriers are beginning to see stabilisation and improvement on a global scale.  

The Aircall Voice Infrastructure Team continues to take an opportunistic and proactive level of support in working with our partner carriers to monitor performance as well as alongside our customers to ensure optimal call quality.

March 2020 Update

With the rapid change in calling patterns due to restricted movement and work-from-home arrangements, telecommunications networks are experiencing extra strain.

This challenge is not specific to Aircall — spikes in congestion and connectivity (inbound and outbound) are affecting all carriers in regions touched by the crisis. In particular, telecom networks are experiencing a general degradation of call quality in most European countries today, and we expect the situation to continue during the coming days.

Aircall’s dedicated Voice Infrastructure team is monitoring and addressing the situation:

  • We have daily interactions with our telecommunications partners to make sure issues are spotted and resolved as quickly as possible. 
  • We act quickly to qualify, escalate, and fix any customer problems -- in some cases proactively, even before they are reported.
  • Our team remains fully available to support our customers while we work remotely. 

For Aircall users who are transitioning to remote work, we put together a few quick tips to help with your home network setup.

Get your Home Wi-Fi and Router Ready

Now that you’ve transitioned to working from home, make sure to double-check that your Wi-Fi connection is stable. Today, most devices are connected to your home network and if you have too many devices connected at the same time- it can cause congestion. As a best practice, we recommend disconnecting what you aren’t using (tablets, consoles, phones, Google Home or Alexa devices, etc.,) to allow priority to your device using Aircall.

If you haven’t checked up on your home router in a while, it’s worth looking at what upgrade options you can easily make. Nowadays, routers offer multi-band networks that come with router management software programs that will allow you to prioritize the traffic easily, and this case, Aircall. Most routers will have a 2.4Ghz and 5Ghz option, with 2.4Ghz being enabled by default. You can easily switch to 5gHz WiFi and keep the channel selection to Auto for a faster, better, and more reliable performance.

Lastly, get yourself an ethernet cable to connect directly to your router if possible. This will ensure the strongest possible connection and will ensure superb call quality and all multitasking feats are engaged correctly.

If you’re more technically able, check out our full guide on Network Recommendations.

Check Your Bandwidth

Your internet connection depends on the service provider that you currently have a contract with and their capabilities. We recommend checking in with them to see if you can temporarily upgrade your bandwidth to be able to support the amount of teleconferencing, file sharing, and CRM-running you’re doing on your home network.

Run this network test

Keep in mind that any bandwidth-intensive task will be prioritized over your quality and voice calls so upgrading your router and bandwidth is an important step in securing your home network.

Headset Selection & Configuration

Make sure that you’re using a professional, wired headset to be able to support crisp sound quality. We recommend using a Jabra Evolve 40. Although the use of a Bluetooth headset is possible, as it requires the use of your network, we recommend something with a wired connection that won’t strain the network. Be sure to follow our headset configuration guide so that you’re ready to take calls!

If you’re still having trouble with your home network or headset connection, we recommend using our network gauge guide to help resolve any issues as well as ensuring that your device firmware is updated accordingly.

New to Aircall?

If your company recently switched to Aircall as a solution to support remote working and you need help getting started, our Onboarding Team is there to help you every step of the way.

Our onboarding portal will help you target all the most important features in setting yourself up to use Aircall perfectly. We highly encourage you to join one of our helpful onboarding webinar sessions which will guide you with setting up your Dashboard and Phone.

Continued Customer Support

The Aircall Support Team is there to help you with any questions or technical inconsistencies you might encounter in your transition to working at home.

Our dedicated agents are online 24 hours a day, five days a week. Don’t hesitate to reach out to us for guidance.

The Aircall Care Team wishes you the best of luck in your transition to working from home and remember that we’re here to help you with every call along the way to work through these challenges.

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