Fine tuning of quality for Video Call

[Lili Chan]

hi there,

We are leveraging the DCloud instance for one of our customer's on-site demo.

However, during several tests, we noticed that the video lags on the consumer's mobile device.

The video quality at the agent side comparably is much better.

Is there some settings we can fine tune or adjust to improve that?

Thanks!

[robdoyle]

Hi Lili,

How long is the lag period? Does the lag grow over time?

Are you using REM 11.5 with the ES4 patch? If not please upgrade.

If you are using ES4 then let us know:

1. The Agent and client end points?

2. The distance between the REM server and the agent end points?

3. provide a video of the client experience

4. Provide Media broker server logs via logcapture script and CSDK config as per https://techzone.cisco.com/t5/Remote-Expert-Mobile/Collecting-Server-side-logs-for-RE-Mobile/ta-p/1002451

Regards,

Rob