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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/

Running the Qualify Test

To run the Qualify Test:

  1. Go to the Qualify Test site for your environment.
    The VoIP Qualification Test page appears.

  2. Download Visualware Browser Compatibility Service (BCS) from the page, and then run it on your computer.

    Tip
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    To understand the test parameters such as jitter or packet loss, click the Understand results link.


If an Issue Occurred In the Past

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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 average RTT should must 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 more than 3% 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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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 must not be 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 standard 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 the issue depending on how you have implemented the port your implementation (that is, how you have established the audio path). If the port that is intended for establishing the audio path is reported as blocked, you must enable it. For example, if you are establishing cannot establish 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.you must configure TCP 8080 for webRTC traffic (and not TCP 5061). 


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


If You Cannot Run the Qualify Test

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If you cannot run the Qualify Test due to security reasons or

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because you are using the NA3.VA2 environment

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Perform , perform the following steps:

  1. Have your IT department run the following commands from the affected network:
  2. Send the results of the commands to LiveVox.Escalate the case.

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TH:Disclaimer
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