A list of common questions and known issues when using the KeyNect portal.
The video quality is low when viewing recordings in the portal
The quality of the video depends on a number of factors but typically is dependant on bandwidth / connectivity. We are at the limit of what quality can be produced by 4G phones. 5G and good connectivity typically produces crystal clear images at higher resolutions and this will only improve with time.
Admin users can adjust video settings against the Call Classifiers such as the frames per second (FPS), the resolution and bitrate. These settings are 'suggestions' from KeyNect to the browser run Web RTC call - requesting that it 'try' to use those settings. If the bandwidth available to the browser allows it the settings will be used, if not the browser will reduce the quality so that the video can be seen.
When the video quality is poor (due to lack of bandwidth availability) this is where the photograph option should be used, as this will always use the full resolution specified in the call classifier direct from the mobile phone.
When using KeyNect with Keyfax, it uses the Default Call Classifier. Therefore, before editing the classifier settings we recommend you duplicate the current Default Call Classifier and rename the duplicate 'Backup of default' - and then edit the default call classifier with the new settings, so you have a record of the original settings.
I’m seeing a message saying the “Session has expired”
The KeyNect portal will expire when inactive for 15 minutes. Simply click the “REFRESH” button to reconnect.
When creating a call there is no option to create a “One Way Call”
Ensure the “One way calls supported” box is ticked within the Customisation tab for the customer.
I cannot find a call record within the Call Resources tab
Ensure the search field is not pre-populated with any search terms or your email address. If so, clear this and search again.
Check the Data Retention Period value within the “Customisation” tab is set to the correct retention length. Any media captured before this period will be deleted from the database.
I cannot create a new call classifier
You must be logged in as a Customer Admin to create and edit call classifiers.
