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Qualify Test is a snapshot of the current Internet connection between your system the network your affected agents are using and the LiveVox application, intended to gauge the health of your Internet connection. This document provides an overview of the test and answers to some frequently asked questions.

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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: 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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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) must not be more than 200 ms.

    Note
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    If the agents are located in countries outside the United States of America, such 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. 

    Info
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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.
 Summary Section

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. 

Info

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


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