We're starting to see positive results from our VPN capacity changes and voice protocols.
We have now had a full weekday worth of experience running with the capacity changes and voice protocol changes made late Friday. The expected positive changes to traffic levels were successfully observed. Notably - Our traffic levels did spread across all 6 VPN concentrators, but the overall traffic levels did not increase. This points to the VPN concentrator capacity being sufficient for the load driven by all work from home users.
Our voice monitoring tools showed an improvement in calls today. We did hourly checks every hour on the hour of our internal voice services, and we had less than 20 calls in the system each time that were below an acceptable threshold. from 9:00 am until 3:00 pm these calls were highly correlated to Manila, and our last sample at 4:00 pm were highly correlated to Bogota. These locations are known for having the least reliable residential internet access in our network. Separately, we are aware of some clients having voice quality issues for calls running across our network but terminating on their own equipment and will be spending some time this week in order to assess those issues.
From a user experience side, there were a very low number of reported issues compared with last week. This could be because we were experiencing capacity issues that have been addressed, or because the voice protocol changes had an effect. It could also be because people are reporting issues less frequently. I would stress that teams should still be reporting issues that they're having in order for us to ensure that we fully understand any problems that we're experiencing.
In order for the Infrastructure and Telecom teams to get a better understanding of the user experience, they will be adding themselves to the agent VPN concentrators no later than Wednesday, and operating on them full time. We will be running video conferencing between Winnipeg, Denver, Manila, and Guatemala throughout the days following to have a first-hand experience of what the systems supporting our agents is like.
Strategically, today we have made progress on a permanent scalable VPN architecture. We expect to have an approved design presented to the executive for purchase sometime early next week.
We appreciate your patience as we continue to work through these issues.