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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).

Run the Qualify Test only when an issue occurs.

Introduction: Route test measures the speed and route a data packet takes to a destination server.

Objective: Number of hops must not be more than 20Expected Result: The results must not show more than 20 hops. 

Test: Click the link in the following section of the email. A page containing a section that displays  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 appears.
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Issue Resolution: If the number of hops is more than 20, do LiveVox does not escalate the case and instead ask you to check with . You must contact your Internet service provider as to why the routing is taking more than 20 hops.identify the cause of the issue. 

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:

• 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. 

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  Minimum MOS: 0 (worst) Maximum MOS

Expected Results:

The result must not show more than 200ms of RTT (average).

Note
title Additional 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 must not have more than 20 ms of jitter.
• The result must not have less than 3.0 MOS score (minimum value: 0 (worst); maximum value

  : 4.2 (best)

  ).

  
  

• Upstream and downstream packet loss must not be more than 3% because The result must not have 3-4% packet loss on the upstream or downstream because this could affect audio quality.

Test: Click the link in the following  In the VoIP Results section of the email. A section displaying the required information appears. 

Resolution: If one or more of the aforementioned results appears, do not escalate the case and instead ask you to check with your Internet service provider as to why the routing is taking more than 20 hops.

, 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.
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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. 

Introduction: Firewall test checks if outbound communication to the LiveVox application ports is permitted by your network devices. 

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 a 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 note that the port may be the cause of the issue depending on the implementation that you have (how you establish the audio path):