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titleContents

Table of Contents

Overview

Qualify Test is a snapshot of the current Internet connection between 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.

Warning
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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 various LiveVox environments.

EnvironmentQualify Test Link
NA3

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

Warning
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  • This link is only applicable to
only
  • versions
earlier than
  • prior to 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.
    VoIP Qualification Test PageImage Modified

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

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


  3. In the Site Information section of the page, specify values in the fields, and then click START TEST.
    The test results appear on the page.

    Info
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    The test results may take up to five minutes to appear on the page.


    Tip
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    You can reload the page by clicking STOP TEST.

    Qualification Test ResultsImage Modified

  4. If you want to share the test results with LiveVox, click EMAIL RESULTS.
    An email containing the test results is sent to LiveVox. 

    Info
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    The subject line of the email begins with the following text: VoIP Quality Report


...

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 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 does not escalate the case. You must contact your Internet service provider to identify the cause of the issue. 

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


...

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

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TH:DisclaimerTH:
Disclaimer