The necessity of monitoring your global contact center networks

When a contact center includes network monitoring as part of their program, they can avoid issues easily.
On Tuesday 21 July 2020 by Josh O'Farrell

Contact centers constantly encounter problems such as latency, packet loss, and jitter without ever being aware of the issues. With thousands of calls being handled by contact centers each day, it is difficult to know how many more calls fail to reach an agent, or if the customer is experiencing issues on the lines. These problems are guaranteed to increase consumer turnover for the business and potentially lead to a loss in revenues. 

How can this be avoided? 

To combat this, tens of thousands of tests are carried out by Spearline daily in over 71 countries to ensure that customer’s telephone lines are working efficiently. It is vital for a contact center to monitor their network and to be notified if issues arise so that they can be resolved promptly.


  • Network Monitoring
    Thousands of tests are performed for multiple customers, terminating to different countries across several carriers.  This gives customers vast amounts of data that can assist them in monitoring their own infrastructure. The metric for monitoring audio quality is PESQ scores. If there is any decrease in the customer’s predetermined quality threshold, a ticket will be automatically generated. 

  • Prevention
    A comprehensive verification procedure is carried before each path is approved. This involves securing data centers/hosts that offer outstanding SLA and assured uptime. The distance between the carrier's router and its server is kept to a minimum for the Primary Rate Interface (PRI) lines. Each new route is tested for three days prior to being used for customer calls.

  • Server Load and Reliability
    All of Spearline's servers are designed and built to an extremely high specification, this ensures that the server load will not suffer from quality issues. The servers can handle hundreds of calls, but a limit is placed on how many calls can be placed simultaneously. This means that the load on the hardware remains small and that quality issues will not arise from the hardware being overloaded and overworked.


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How we monitor our voice network

Spearline communicates with its carriers via a number of SIP trunks. These SIP trunks are continuously tracked to check for network faults, such as loss of packets, excessive latency, and jitter. If a test call finds faults, the task is immediately rejected and another test is run. All network data sent and received on a SIP call is stored in a PCAP file. This file is parsed after a call to see if there were any errors in the connection between the server and the provider within the country. If any errors are found, the produced PESQ score will be discarded and another test is run.

When a contact center includes network monitoring as part of their program, they can avoid issues that would otherwise contribute to increased client turnover within their contact center. Add Spearline to your arsenal today.

New to Spearline

pearline is the leading network intelligence company in the telecommunications industry. Our platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks, testing automatically at volume. If you are interested in benefiting from our platform, please get in touch with us.


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