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

EnvironmentQualify Test Link
NA3

https://qualify.na3.livevox.com/

Warning
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  • This link is applicable to only versions earlier than U12.
  • If you are using U12 or a later version, your environment is NA3.VA2. The Qualify Test site does not exist for NA3.VA2.
  • If you encounter an issue in U12 or a later version, see the following section: What to Do If You Cannot Run the Qualify Test?


NA4https://qualify.na4.livevox.com/
NA5https://qualify.na5.livevox.com/
NA6https://qualify.na6.livevox.com/

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If an Issue Occurred In the Past

If an issue occurred in the past:

  • Keep monitoring Constantly monitor the Internet connection between your system and the LiveVox application.
  • Provide the following information (at a minimum) about the occurrence to LiveVox:
    • Timestamps
    • Call examples
    • Number of affected agents
    • Number of affected locations
    • How the agent was establishing the audio path
Warning
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Run the Qualify Test only when an issue occurs.

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LiveVox

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Troubleshooting Methodolgies

You can send the results of the Qualify Test to LiveVox via by email.

Info

By default, the subject line of the email begins with the following text: VoIP Quality Report

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Expand
titleRoute Test Results

Introduction: Route test measures the speed and route a data packet takes to a destination server.

Info
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This test works by sending test packets of data to a specific destination address and records each device (represented as hops) passed by the data on its journey. A minimum, maximum, and average response time measurement is recorded per hop.

Objective: Number of hops is must not be more than 20. 

Test: In the Route Results section of the email, click the Detailed Route Results link. The My Connection Server page appears. In the Route Test section on the page, check the number of hops.
Route Tests Section

Info
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In this image, the number of hops is 14, which is not an issue.


Issue Resolution: If the number of hops is more than 20, LiveVox will does not escalate the case and will ask you to . You must contact your Internet service provider to identify the cause of the issue. 

Info

If you insist that want LiveVox to pursue the case, the case will be escalated while ensuring that the route result is noted.


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Expand
titleVoIP Test Results

Introduction: VoIP test emulates VoIP calls by using the selected codec and number of lines to provide a Mean Opinion Score (MOS) based on a combination of results. 

Info
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MOS is a metric to assess the overall quality of a call. 

Objectives:

  • Average round-trip time (RTT) is not more than 200 ms.

    Note
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    If the agents are in locations such as India or the Philippines, the maximum RTT should not be more than 300 ms.


  • Upstream and downstream jitter is not more than 20 ms.

  • MOS is not less than 3. 

    Info
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    • Minimum MOS: 0 (worst)
    • Maximum MOS: 4.2 (best)


  • Upstream and downstream packet loss is not 3%-4% because this could affect audio quality.

Test: In the VoIP Results section of the email, click the Detailed VoIP Results link. The My Connection Server page appears. In the Summary section on the page, check the values for the aforementioned parameters.
 Summary Section

Issue Resolution: If an objective is not met, LiveVox will not escalate the case and will ask you to . You must contact your Internet service provider to identify the cause of the issue. 

Info

If you insist that want LiveVox to pursue the case, the case will be escalated while ensuring that the VoIP result is noted.


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Expand
titleFirewall Test Results

Introduction: Firewall test checks if outbound communication to the LiveVox application ports is permitted by your network devices. 

Info
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Outbound communication to the LiveVox application ports is required for the platform to function correctly. Blocked ports may result in the loss or degradation of service.

Objective: Ports are not blocked.

Test: In the Firewall Results section of the email, check if the ports are reported as blocked.

Issue Resolution: If the ports are reported as blocked, contact the LiveVox Customer Care Team.

Info
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The following table describes the use of each port.

PortUse
TCP 443Web traffic (HTTPS).
TCP 8080WebRTC traffic (web and audio paths established simultaneously).
UDP 5060SIP-Trunks when your PBX does not support encryption with TLS version 1.2.
TCP 5061SIP-Trunks when your PBX supports encryption with TLS version 1.2. Also used for sLVC (99.9% of clients use the Secured accounts). 
TCP 5071sLVT (hard-phones supported: Polycom VVX-310 and SoundPoint-331).
UDP 15000-30000RTP streams (audio).



Note
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A blocked port can be considered to be the cause of an issue depending on how you have implemented the port (that is, how you have established the audio path). For example, if you are establishing the audio path via WebRTC and the test result shows that the port TCP 5061 is blocked but TCP 8080 is enabled, this is not the cause of the issue.


Warning
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If you are asked to enable a port, ensure that the port is enabled only in the outbound direction. 

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If You Cannot Run the Qualify Test

Note
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You cannot run the Qualify Test due to security or if you are using the NA3.VA2 environment.

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