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titleContents

Table of Contents

Overview

The Qualify Test is a snapshot of the current Internet connection between you and LiveVox. The test is intended 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 the 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: 
What to Do
  • If You Cannot Run the Qualify Test
?


NA4https://qualify.na4.livevox.com/
NA5https://qualify.na5.livevox.com/
NA6https://qualify.na6.livevox.com/

What to Do If an Issue Occurred Earlier?

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 Added

  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, 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
    iconfalse

    You can reload the page by clicking STOP TEST.

    Qualification Test ResultsImage Added

  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
    iconfalse

    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:

  • Constantly monitor the Internet connection between the network your affected agents are using and the LiveVox applicationKeep monitoring the connection.
  • Provide the following information about the occurrence (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
Warning
iconfalse

Run the Qualify Test only when an issue occurs.

...

LiveVox

...

Troubleshooting Methodologies

The following sections describe the steps that LiveVox performs depending on the test results displayed in the VoIP Quality Report email. If you send the results of the Qualify Test to LiveVox via email (default subject line: VoIP Quality Report NA3 - JV Test.msg), depending on the results, LiveVox performs the following steps.

Expand
titleRoute Testing ResultsTest 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 SectionImage Added

Info
iconfalse

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
iconfalse

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

The results cannot show more than 20 hops. 

Where to see this? In the email you will see the following section. Click on the link:

Image Removed

After clicking on it, you will be routed to a page where you have to look for the below section and there you will see the amount of hops, in this case this is not an issue because the total amount is 14.
Image Removed
What to do if the # of hops is greater than 20 hops? Don't escalate the case, just recommend the client to check with their ISP why the routing is taking this amount of hops. If the client continues pushing back, escalate and make sure you highlight this result

.



Expand
titleVoIP ResultsTest 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 average RTT 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. 

    Info
    iconfalse
    • Minimum MOS: 0 (worst)
    • Maximum MOS

The result cannot show more than 200ms of RTT (Average)

Note
titleAdditional note about the RTT

This average could be bigger if the agents are in locations such as India or Phillipines. The maximum here could be 300ms.

  • The result cannot have more than 20 ms of Jitter.
    • The result cannot have less than 3.0 MOS score → Min value: 0 (worst) - Max value
      • : 4.2 (best)
    The result cannot have 3-4% packet loss on the upstream or downstream since this could cause audio quality issues.
    Where to see this? In the email you will see the following section. You can click on the link of see this specific item in the email:
    Image Removed
    If you click on the link, the information will be available in the next section:


    • Upstream and downstream packet loss must not be 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 SectionImage Added

    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 VoIP result is noted.

    Image Removed
    What to do if one or more of the above results appear? Don't escalate the case, just recommend the client to check with their ISP. If the client continues pushing back, escalate and make sure you highlight this result. 



    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.

    If some logical port is blocked the test will show it (TCP 80, TCP 443, TCP 8080, UDP 5060, TCP 5061, TCP 5071, UDP 15001-15005, UDP 20001-20005 and UDP 29991-29995).

    However, it is important to remark that the port may be or not the cause of the issue depending on the implementation that the client has (how they establish the audio path):

  • TCP 443 → Used for Web traffic (HTTPS)

    • TCP 8080 → Used for
    Info
    iconfalse

    The following table describes the standard use of each port.

    PortUse
    TCP 443Web traffic (HTTPS).
    TCP 8080
    WebRTC traffic (web and audio paths established simultaneously).
    UDP 5060
    → Used for
    SIP-Trunks when
    the client's
    your PBX does not support encryption with TLS version 1.2.
    TCP 5061
    → Used for
    SIP-Trunks when
    the client's
    your PBX supports encryption with TLS version 1.2. Also used for sLVC
    (99.9% of the clients use the Secured accounts). If a client just says LVC, probably they are referring to sLVC since currently 99% of our clients are using this type of configuration.
    . 
    TCP 5071
    → Used for
    sLVT (hard-phones supported: Polycom VVX-310 and SoundPoint-331).
    UDP 15000-30000
    → Used for
    RTP streams (audio)
    How to understand the above? If a client is establishing the audio path
    .



    Note
    iconfalse

    A blocked port can be considered to be the cause of the issue depending on your voice 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 are asked to enable the port. For example, if you cannot establish the audio path via WebRTC and the test result shows that the port TCP

    5061

    8080 is blocked

    but the TCP 8080 is enabled, then, this is not the cause of the issue

    , you are asked to enable the port.


    Warning
    titleWhen asking the client to enable ports
    iconfalse

    If you are asked Ports MUST BE ENABLED only in the OUTBOUND direction. So, if you are recommending the client to enable a port, make sure you tell them this.

    ...

    ensure that the port is enabled only in the outbound direction. 


    If You Cannot Run the Qualify Test

    ...

    If you

    ...

    iconfalse

    ...

    cannot run the Qualify Test

    ...

    due to security reasons or

    ...

    because you are using the NA3.VA2 environment

    ...

    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 with this information.

    Include Page
    Disclaimer
    Disclaimer