If the Agent starts a call with the Guest and suddenly encounters an issue where the video feed appears distorted and pixelated, then it indicates that a video packet was lost but it has not been detected in SightCall platform. This issue typically occurs on a call session with Recording / Multiparty enabled where poor network conditions are present at the time of the issue. If the poor network condition only occurs temporarily, one of the following steps to force a new key frame generation on the video stream will fix the issue:
- Turning off the video and turning it back on
- Switching the camera from front to back or vice versa
- Rotating the phone orientation from portrait to landscape or vice versa
If the above steps doesn't fix the issue and the issue has occurred more often lately than ever, fixing this issue permanently requires IT Network Engineer involvement to analyze the network traffic conditions on the party experiencing the issue (Agent, Guest, or Attendee). Anything that can help to reduce the network congestion will definitely help to avoid this issue.
More details can be viewed here: