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Contents

Overview

The Qualify Test is a snapshot of the current Internet connection between your system and the LiveVox application. The test is intended to gauge the health of your Internet connection. This document provides an overview of the test and answers to some frequently asked questions.

You must run the Qualify Test only when an issue occurs (as opposed to running it 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 LiveVox environments.

EnvironmentQualify Test Link
NA3

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

  • 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: 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

If an issue occurred earlier:

  • Keep monitoring the Internet connection between your system 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

Run the Qualify Test only when an issue occurs.

How LiveVox Troubleshoots

You can send the results of the Qualify Test to LiveVox via email.

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 results displayed in the email. 

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

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 is not 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

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 will not escalate the case and will ask you to contact your Internet service provider to identify the cause of the issue. 

If you insist that LiveVox pursue the case, the case will be escalated while ensuring that the route result is noted.

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. 

MOS is a metric to assess the overall quality of a call. 

Objectives:

  • Average round-trip time (RTT) is not more than 200 ms.

    If the agents are in locations such as India or the Philippines, the maximum RTT should not be more than 300 ms.

  • Upstream and downstream jitter is not more than 20 ms.

  • MOS is not less than 3. 

    • Minimum MOS: 0 (worst)
    • Maximum MOS: 4.2 (best)
  • Upstream and downstream packet loss is not 3%-4% 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

If you insist that LiveVox pursue the case, the case will be escalated while ensuring that the test result is noted.

Issue Resolution: If an objective is not met, LiveVox will not escalate the case and will ask you to contact your Internet service provider to identify the cause of the issue. 

If you insist that LiveVox pursue the case, the case will be escalated while ensuring that the VoIP result is noted.

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

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.

If the result of this test shows Blocked, contact the LiveVox Customer Care Team.

Objective: Ports are not 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.

The following table describes the use of each port.

PortUse
TCP 443Web traffic (HTTPS)
TCP 8080WebRTC traffic (web and audio paths established simultaneously)
UDP 5060Session InIP-Trunks when your Private Branch Exchange (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 the clients use the Secured accounts) 
TCP 5071sLVT (hard-phones supported: Polycom VVX-310 and SoundPoint-331)
UDP 15000-30000RTP streams (audio)

A blocked port can be considered to be the cause of an issue depending on your implementation of the port (that is, how you establish the audio path). For example, if you are establishing 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.


Ports must be enabled only in the outbound direction. 

What to Do If You Cannot Run the Qualify Test

You cannot run the Qualify Test due to security or if you are using the NA3.VA2 environment.

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.
  3. Escalate the case.


LiveVox Customer Care Contacts

24 Hour Customer Care Line: (888) 477-3448
LiveVox Customer Care Email: customercare@livevox.com
 
This document is an unpublished work protected by the United States copyright laws and is proprietary to LiveVox, Inc. (“LiveVox”).  Disclosure, copying, reproduction, merger, translation, modification, enhancement, or use by anyone other than authorized employees, clients or licensees of LiveVox, and its affiliate companies, without the prior written consent of LiveVox, is prohibited.  This document is intended as a guide to assist users of systems provided by LiveVox, and does not constitute the provision by LiveVox of any legal or compliance advice.  Compliance by authorized clients or licensees of LiveVox with all applicable local, state, federal, or foreign laws and regulations is the sole responsibility of those authorized clients or licensees.  Further, features and services that rely on third party performance are subject to the errors and omissions of those third parties, over which LiveVox has no control.  LiveVox therefore disclaims all liability resulting from or arising out of any services supplied by or through any third-party vendor or any acts or omissions of the applicable third party vendor.  Additionally, LiveVox makes no representations or warranties with respect to the accuracy of content supplied by parties other than LiveVox. 


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