Picksmart Support

Call quality problems can be caused by any of the following:

• Client's cellular reception - This can be a problem with the client's cellular provider, a problem with the tower due to load shedding or just poor signal
• Laminin's VoIP network - This can be a problem with our VoIP provider and can affect a single cellular provider (i.e. Vodacom) or more
• User's workstation or connectivity - This can be a problem with the user's workstation in terms of resources available (i.e. hard disk running high) or the user's connection to the internet (i.e. a bad connection via Wi-Fi)

When a single user experiences call quality problems, it is an indication that there is a problem with the user's workstation or internet connection.  Please perform the following steps before logging a ticket with Laminin Support.

• Reboot your workstation - Sometimes rebooting your PC or device you are using to access Laminin will free up resources and allow the device to run better.  You can view the resources available to your device:  on Windows machines you can view the Task Manager by pressing Ctrl + Alt + Delete and then choose Task Manager.

• Check your connection to the internet - If your device can be connected to the LAN (i.e. via a network cable) you should always do this as this is a better connection than Wi-Fi.  If your only option is Wi-Fi, ensure you are close to the Wi-Fi AP and have good signal strength.  To confirm you have a good connection to the internet, go to www.speedtest.net and run a bandwidth speed test.  Speak to your IT Support if this is low so that they can investigate the problem.  Here is an example of an acceptable speed test result.

• Listen to call recordings for the user experiencing call quality problems which will give an indication of where the problem is:
  • If the user is clear but the client is unclear on the call recording, this is an indication that the problem is with the client's cellular reception or Laminin's VoIP network. Please log a ticket with Laminin Support and inform us of this fact.
  • If the user is unclear but the client is clear on the call recording, this is an indication that there is a problem with the user's internet connection.  Please log a ticket with your IT Support and inform them of this fact.

For any questions or additional support, please mail our team at [email protected]