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Table of Contents
Overview
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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You must run the Qualify Test only when an issue occurs (as opposed to running it . Do not run the test when an issue does not currently exist or if the issue occurred in the past). |
Qualify Test Site
The following table contains links to the Qualify Test site for the various LiveVox environments.
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| NA3 | https://qualify.na3.livevox.com/
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| NA4 | https://qualify.na4.livevox.com/ |
| NA5 | https://qualify.na5.livevox.com/ |
| NA6 | https://qualify.na6.livevox.com/ |
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Running the Qualify Test
To run the Qualify Test:
- Go to the Qualify Test site for your environment.
The VoIP Qualification Test page appears.
Download Visualware Browser Compatibility Service (BCS) by using the here link on the page, and then run it on your computer.
Tip icon false To understand what the test parameters such as jitter or packet loss mean, click the Understand results link.
In the Site Information section, specify values in the fields, and then click START TEST.
The test results appear on the page.Info icon false The test results may take up to five minutes to appear on the page.
Tip icon false You can reload the page by clicking STOP TEST.
If you want to share the test results with LiveVox, click EMAIL RESULTS.
An email containing the test results is sent to LiveVox.Info icon false The subject line of the email begins with the following text: VoIP Quality Report
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 network your affected agents are using 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
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LiveVox
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Troubleshooting Methodologies
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You can send the results of the Qualify Test to LiveVox via email.
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By default, the subject line of the email begins with the following text: VoIP Quality Report |
The following sections describe the steps that LiveVox performs depending on the test results displayed in the VoIP Quality Report email.
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Introduction: Route test measures the speed and route a data packet takes to a destination server.
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.
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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:
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 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.
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Introduction: Firewall test checks if outbound communication to the LiveVox application ports is permitted by your network devices.
Objective: Ports are 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.
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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:
- Have your IT department run the following commands from the affected network:
- ping
- NA3 or NA3.VA2: acd.na3.livevox.com
- NA4: acd.na4.livevox.com
- NA5: acd.na5.livevox.com
- NA6: acd.na6.livevox.com
- NA3 or NA3.VA2: acd.na3.livevox.com
- pathping:
- NA3 or NA3.VA2: -q 10 acd.na3.livevox.com
- NA4: -q 10 acd.na4.livevox.com
- NA5: -q 10 acd.na5.livevox.com
- NA6: -q 10 acd.na6.livevox.com
- tracert:
- NA3 or NA3.VA2: acd.na3.livevox.com
- For NA4: acd.na4.livevox.com
- For NA5: acd.na5.livevox.com
- For NA6: acd.na6.livevox.com
- NA3 or NA3.VA2: acd.na3.livevox.com
- ping
- Send the results of the commands to LiveVox.Escalate the case.
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