💻 Work From Home – Minimum System and Internet Requirements

🧭 Overview

To ensure reliable performance and high-quality voice calls through Genesys Cloud (WebRTC) and other web-based applications, all remote users must meet the minimum system and network requirements outlined below.
These standards help maintain consistent call quality, reduce downtime, and prevent connectivity issues that impact customers and team performance.

🌐Internet & Network Requirements

✅Connection Types Permitted

• Wired Ethernet connection directly to your modem or router.
• Home Wi-Fi secure and not being shared with others. 

🚫Not Permitted

• LTE / 4G / 5G mobile data, mobile hotspots, or other wireless ISP connections.
  These cause unstable latency and packet loss, leading to poor call quality.
• Public Wi-Fi or guest networks (unsecured or shared). Shared College or Dorm internet.

⚠️Not Recommended

• Starlink or Xplornet connections.
  While high-speed, these rely on satellite or fixed wireless infrastructure and often have variable latency (“jitter”) that interferes with WebRTC voice traffic.

Minimum Internet Performance

🔍 Tip: Test your connection regularly using speedtest.net or fast.com.
Poor performance in any of the above areas can cause robotic audio, dropped calls, or login issues in Genesys Cloud.

Network Configuration

• Always use a wired Ethernet cable (Cat-5e or Cat-6).
• Avoid streaming, gaming, or large file uploads while working, on your own device or by others in your home while on shift.
• If possible, enable Quality of Service (QoS) in your router to prioritize voice traffic.
• Keep router firmware up-to-date and use modern hardware (less than 3 years old).
• If multiple users share your internet, upgrade to a higher bandwidth plan.

💻 Device & Hardware Requirements

🧠 Why: Older systems or insufficient RAM can cause Chrome and Genesys Cloud to freeze or lag during calls.

Audio & Video Devices

• Headset: Wired USB headset with noise-cancelling microphone (e.g., Logitech, Jabra, Plantronics).
• Camera: 720p minimum (1080p recommended) for video meetings.
• Avoid: Built-in laptop speakers and Bluetooth headsets, as they may introduce latency or audio distortion. A headset is required for confidentiality purposes.

Power & Workspace

• Work in a quiet, stable environment with reliable power.
• If possible, use an uninterruptible power supply (UPS).
• Disable sleep/hibernate modes during working hours to prevent call disconnections.

🔒Software & Security Requirements

• OS & Browser Updates: Enabled for automatic patching.
• Browser Extensions: Minimize usage; avoid add-ons that monitor or modify web traffic.
• VPN (if required): Please disconnect from any VPN service while working remotely.
• Geo restricted Access: Please note that you cannot access the service from outside of Canada.

🧪Testing & Verification

Before onboarding or troubleshooting:

1. Run the Gazelle Speed Test (https://gazelle.speedtestcustom.com)
2. Record your results (ping, jitter, and speed).
3. Submit results to your friendly Gazelle support representatives, if issues persist.

📋 IT may request a test screenshot during setup or performance troubleshooting.

⚠️Non-Compliant Examples

❌ Mobile hotspot (LTE / 5G)
❌ Satellite Internet (Starlink, Xplornet)
❌ Computers older than 2.5 years or with <16 GB RAM
❌ Latency > 50 ms or jitter > 20 ms
 

🆘Need Help?

If you’re unsure whether your home setup meets these requirements, contact us at support@gazl.co!