Dial Fusion publishes a specific set of hardware and network requirements in order to ensure proper functioning on the system. Although we will do our best to support customers whose setup doesn't meet our requirements, Dial Fusion reserves the right to stop further troubleshooting until any identified issues are corrected.
Older versions of Windows no longer receive critical security updates and fixes to ensure system stability. Missing updates can cause the agent's computer to think that the Dial Fusion system isn't secure, and can potentially compromise the Dial Fusion system itself. The Dial Fusion system will work on Mac and Linux devices but our support of these setups is limited. Dial Fusion cannot be used to take calls or monitor agents on Chromebooks or mobile devices such as phones or tablets, but managers can access reports from these devices.
The more memory (RAM) that is in an agent's computer, the better it will perform when multiple applications are open. If the agent's computer is low on RAM this can cause certain applications like the Zoiper softphone (which provides the agent's audio connection to the system) to be pushed to a lower priority which can cause stuttering or delay issues.
In most cases, any computer produced within the last 5 years will exceed these requirements and be suitable for use with Dial Fusion.
Having a fast download speed will ensure that the agent can quickly load information from the system when a new call comes in, as well as ensure that any other devices connected to the same network have enough available speed to continue to function. The majority of internet-connected devices are constantly sending and receiving data in the background even if they're not being used, and low download speeds can cause delays in the system, such as customer information not appearing on an agent's PC until several seconds after the call has connected. Note that the 50Mbps requirement is considered the minimum for a single agent, if you have multiple agents connected from the same location it is recommended to move to a faster connection such as 100Mbps or more.
As with the download speed, upload speed is also shared between all devices connected to the same network and should be scaled up as appropriate for customers who have multiple agents at the same location. Insufficient upload speed may cause the system to automatically pause or log out agents which it thinks have been unresponsive for a certain amount of time, and can cause stuttering and overlap issues while your agent is attempting to talk to a customer.
Using WiFi for an agent's connection can cause high latency and slow responsiveness on the system. Thsre are many factors which go into WiFi performance and it would be nearly impossible for Dial Fusion to recommend settings that would work for all situations. If you are having issues with stuttering or "breakage", we will usually recommend switching the agent to a hardwired connection as the first step of troubleshooting. For more information on latency, click here.
Much like WiFi connections, there are many variables that go into quality of service for mobile connections. In addition to the issues experienced over WiFi, cellular service and speed usually fluctuate throughout the day and there is no guarantee of speed with these connections. Mobile connections also frequently have a CGNAT in place which can prevent the Zoiper softphone from connecting to our servers and receiving the call when the agent is attempting to log in.