Page History

...

The following table contains links to the Qualify Test site for the LiveVox environments.

What to Do If an Issue Occurred Earlier

...

• Keep monitoring the connection.
• Provide the following information about the occurrence (at a minimum) to LiveVox:
  • Timestamps
  • Call examples
  • Number of affected agents
  • Number of affected locations
  • How the agent was establishing the audio path

...

Expand
title Route Testing Results
Expected Result: The results cannot must not show more than 20 hops.  Where to see this? In the email you will see Test: Click the link in the following section . Click on the link: Image Removed After clicking on it, you will be routed to a page where you have to look for the below section and there you will see the amount of hops, in this case this is not an issue because the total amount is 14. Image Removed What to do if the # of hops is greater than 20 hops? Don't escalate the case, just recommend the client to check with their ISP why the routing is taking this amount of hops. If the client continues pushing back, escalate and make sure you highlight this result of the email. A page containing a section that displays the number of hops appears. Info In the following image, the number of hops is 14, which is not an issue. Image Added Resolution: If the number of hops is more than 20, do not escalate the case and instead ask you to check with your Internet service provider as to why the routing is taking more than 20 hops. Info If you insist that we pursue the case, we escalate the case while ensuring that the result is noted.

Expand
title VoIP Results
Expected Results: The result cannot must not show more than 200ms of RTT ( Average average). Note title Additional note about the RTT This average could be bigger if the agents are in locations such as India or Phillipines. The maximum here could be 300ms. The result cannot must not have more than 20 ms of Jitter jitter. The result cannot result must not have less than 3.0 MOS score → Min score (minimum value: 0 (worst) - Max ; maximum value: 4.2 (best)). The result cannot have must not have 3-4% packet loss on the upstream or downstream since because this could cause affect audio quality issues . Where to see this? In the email you will see Test: Click the link in the following section . You can click on the link of see this specific item in the email: Image Removed If you click on the link, the information will be available in the next section: Image Removed the email. A section displaying the required information appears.  Resolution: If What to do if one or more of the above results appear? Don't escalate the case, just recommend the client to check with their ISP. If the client continues pushing back, escalate and make sure you highlight this result.  aforementioned results appears, do not escalate the case and instead ask you to check with your Internet service provider as to why the routing is taking more than 20 hops. Info If you insist that we pursue the case, we escalate the case while ensuring that the result is noted.

Expand
title Firewall Results
If some a logical port is blocked, the test will show it (TCP 80, TCP 443, TCP 8080, UDP 5060, TCP 5061, TCP 5071, UDP 15001-15005, UDP 20001-20005, and UDP 29991-29995). However, it is important to remark note that the port may be or not the cause of the issue depending on the implementation that the client has you have (how they you establish the audio path): TCP 443 → : Used for Web traffic (HTTPS). TCP 8080 → : Used for WebRTC traffic (web and audio paths established simultaneously). UDP 5060 → : Used for SIP-Trunks when the client's your PBX does not support encryption with TLS version 1.2. TCP 5061 → : Used for SIP-Trunks when the client's your PBX supports encryption with TLS version 1.2. Also used for sLVC (99.9% of the clients use the Secured accounts). If a client just says LVC, probably they are referring to sLVC since currently 99% of our clients are using this type of configuration.  TCP 5071 → : Used for sLVT (hard-phones supported: Polycom VVX-310 and SoundPoint-331). UDP 15000-30000 → : Used for RTP streams (audio). For example, if you are How to understand the above? If a client is establishing the audio path via WebRTC and the test result shows that the port TCP 5061 is blocked but the TCP 8080 is enabled, then, this is not the cause of the issue. Warning title When asking the client to enable ports icon false Ports must be enabled Ports MUST BE ENABLED only in the OUTBOUND direction. So, if you are recommending the client to enable a port, make sure you tell them this.outbound direction.

What to Do If You Cannot Run the Qualify Test

...

Note
icon false
You cannot run the Qualify Test because of security or if you are using the NA3.VA2 environment.

...