What is the latency meter and what does it show?
To help our end users identify issues caused by poor internet quality, we have included several features to indicate when our customers experience poor internet quality.
It is important to note: While we are offering this reference to our customers, it does not cover all of the potential issues you might experience using Mojo within an office network.
Additionally, the referenced behavior below does NOT include references to the behavior of your session IF you dial in to Mojo with a VoIP phone. In addition to what you see below, a VoIP connection from you to our servers will begin to affect call quality, not experienced when using a 'hard line' phone. (See bottom of article)
Common question: Will my phone call drop if I lose my internet connection?
If using a cell phone or hardline phone, the answer is NO. Your internet connection ONLY impacts your data transmission when using Mojo. IF your internet connection drops 100%, you can continue on with the conversation, with no negative impact on your conversation or rapport.
Quality Meter:
On the bottom left of your Mojo, you will find a signal meter, much like what you would see in a wifi meter, indicating your internet connection strength.
This meter gives feedback in real-time, with less than a 5 second latency. This means you will see the meter change, in real-time, with less than a 5 second delay from when the strength changes.
The meter does take 'speed' in to account, however, it is only a minor consideration. The meter is designed to reflect the 'quality' of your signal, the most critical component when using Mojo. We use ping time in milliseconds to measure latency in your connection.
Here is a breakdown of what each measurement means:
- IIII (0-250ms) This connection is very solid. You should not expect any latency when navigating through Mojo or when power dialing.
- III (251-500ms) This connection is good. You will start to notice a 'slight' delay when navigating through contact records, or the areas of Mojo. Power dialing will remain as normal, with little to no affect on performance.
- II (501-750ms) This connection is poor. You will notice delays while navigating through Mojo. Contact to contact and my data navigation will be slow and jerky. There will begin to be a reduction in the amount of calls Mojo can make and the dialing boxes will begin to 'appear' out of sync and lines may begin to spend additional time in the 'free' and 'preparing' state. This is because our dialers are not being updated fast enough for them to fire off new calls at the normal speed.
- I (751-1000+ms) This connection is very poor. There will be huge delays navigating through Mojo. Dialing with Mojo will be very slow and lines will stick in the 'free' or 'preparing status'. Latency beyond 1500ms may begin to drop your signal to Mojo, at which time, you will begin seeing the 'loss of internet' pop up.
Pop Ups:
In addition to latency, we constantly look for the complete loss of internet connection, both while navigating through Mojo AND while dialing. When we detect the loss of internet, we pop a message indicating so. These messages show ONLY when the connection on the USERS end is detected. If you get one of these pop ups, our technical support will not be able to troubleshoot as we do not troubleshoot internet related issues, including network, firewall, router and anti-virus related issues.
The VoIP effect:
Connecting to Mojo with a VoIP phone presents its own challenges, as it will for any dialing system. We have thousands of users who successfully connect to Mojo with a VoIP solution , just be aware of the following:
- VoIP phones take up your available bandwidth, meaning, your connection will suffer some by using VoIP as the entire connection can't be allocated to data transmission only.
- When there is an issue with your connection, you are much likely to notice it in your VoIP phone connection first. This will come in the form of delayed 'hello' connections, phone call drops, the scary 'robot voice' and other conversation related issues such as talking over each other.
Note: One setting that will help many minor issues related to VoIP, is request that your internet provider turn on 'voice priority'. This will ensure you will prioritize your voice connection over data when you do have minor internet issues.
Example of VoIP phone services:
Skype
Vonage
Magic Jack
Any SIP (desktop widget phone)
Comcast Cable Business Phone System
These are just a few of the VoIP phone products on the market, if you are unsure, you can check the back of your phone for an 'ethernet cord' or regular phone line. If that doesn't clear it up for you, locate the phones model number and do a simple Google search.
If you have any additional questions, please give our technical support team a call today!