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  • By Michael Carpenter
    How I learned to stop worrying and use the PSTN how i learned to stop worrying.png

    VoIP-in' Around

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    Voice-over-IP can be great, especially in places like call centers or offices with a managed network featuring properly applied quality of service, hefty bandwidth, and symmetric uplink/downlink allocations. In spots like these the improvement over traditional telephony speaks for itself: lower cost, elastic scalability, and call quality that is as-good-or-better-than plain old telephone service (POTS).

    The issue is those pesky unmanaged networks, where a customer service agent working from home, a sales rep making a call from a coffee shop, or a voice application user on a cellular network may have no visibility into the performance of the network they are on, and in most cases zero ability to make changes to the network.

    The overwhelming majority of call quality issues we see at Twilio are due to the local network conditions at the VoIP user end. Based on analysis of our Voice Insights data, on an average …

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  • By Michael Carpenter
    Getting to Know Video Log Analyzer image.png

    Introducing Video Log Analyzer

    COVID-19 accelerated the shift to video for organizations and consumers alike in the past year. Some developers who didn't even have video on their roadmap in January 2020 found themselves trying to operate video applications at scale by May. Operating a Programmable Video application requires identifying and understanding changes in behavior of Rooms and Participants. With this in mind, Twilio launched Video Log Analyzer to provide that transparency to developers.

    What is Video Log Analyzer?

    Video Log Analyzer provides detailed information about Video Rooms and Participants and can be used to quickly investigate Room and Participant issues. Though the tool launched at last year's SIGNAL alongside Twilio Video WebRTC Go Rooms, it's applicable to all Twilio Video Room types. Video Log Analyzer stores the Room and Participant information for Rooms that ended in the past 2 days for Twilio Video WebRTC Go Rooms and past 7 …

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  • By Michael Carpenter
    Improve Call Experience with New Twilio Conference Jitter Buffer Controls jitter buffer conference blog.png

    Twilio Conference uses a jitter buffer to smooth out irregularity in media packet arrival times when mixing audio for conference participants. This buffer results in fewer audio artifacts, but introduces a fixed delay for the audio of each participant.

    If a participant suffers from extremely high jitter (commonly seen using applications or browsers on WiFi networks), the jitter buffer may swell to compensate, causing their media to be significantly delayed. Once the jitter buffer has grown, it will not shrink - even if the jitter is eliminated on the media stream. At sizes greater than ~250ms the jitter buffer can be perceived by the participants as audio latency.

    Twilio customers have communicated their interest in gaining visibility into the jitter buffer behavior and gaining programmatic means to control it. With this in mind we have added a jitterBufferSize parameter to conferences that allows the buffer setting to be configured enabling …

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  • By Michael Carpenter
    Announcing General Availability of Voice Insights: Call quality and performance data at your fingertips Voice Insights Blog Header

    Understanding the quality and the performance of your voice calls is critical to ensuring great customer experiences. Bad call experiences lead to frustrated customers, lost relationships, and have a real financial impact on businesses. However, call quality issues have traditionally been hard to troubleshoot because of the opaqueness that comes standard in the telephony industry, often referred to as the “black box of telephony.”

    Voice Insights is a big data analytics platform that captures data from every single call that takes place on the Twilio platform, giving unparalleled visibility into call quality and call performance. We feel empowering customers with this level of visibility should be the standard, not the exception. That’s why we are now including Voice Insights with every Twilio voice minute, at no extra cost.

    With Voice Insights we set out to demystify the traditional black box and provide total visibility into every call that takes place …

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