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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. 

Objectives:

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

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

  
  

• Upstream and downstream jitter must not be more than 20 ms.

• MOS must not be less than 3. 

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

  
  

• Upstream and downstream packet loss must not be 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.
 

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