Overview

VoIP Qualification 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 topic provides an overview of the test and answers to some frequently asked questions.

You must run the Qualification Test only when an issue occurs. Do not run the test if an issue does not exist, or if the issue occurred in the past.

Qualification Test Site

The following table contains links to the Qualification Test site for various LiveVox environments.

EnvironmentQualification Test Link
NA3

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

  • This link is only applicable to versions prior to U12.
  • If you are using U12 or a later version, your environment is NA3.VA2. The Qualification 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 Qualification Test
NA4https://qualify.na4.livevox.com/
NA5https://qualify.na5.livevox.com/
NA6https://qualify.na6.livevox.com/

Running the Qualification Test

To run the Qualification Test:

  1. Go to the Qualification Test site for your environment.
    The VoIP Qualification Test page appears.
    VoIP Qualification Test Page

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

    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.

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

    You can reload the page by clicking STOP TEST.

    Qualification Test Results

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

    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 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 Qualification 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. 

Route Test Results

Introduction

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 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

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. 

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

VoIP Test 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. 

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

Objective

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

    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. 

    • Minimum MOS: 0 (worst)
    • Maximum MOS: 4.2 (best)
  • 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 Section

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. 

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

Firewall Test Results

Introduction

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.

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.

The following table describes the standard use of each port.

PortUse
TCP 443Web traffic (HTTPS).
TCP 8080WebRTC traffic (web and audio paths established simultaneously).
UDP 5060SIP-Trunks when your 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. 
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 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 8080 is blocked, you are asked to enable the port.

If you are asked to enable a port, ensure that the port is enabled only in the outbound direction. 

If You Cannot Run the Qualification Test

If you cannot run the Qualification Test due to security reasons or because 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.

LiveVox Customer Care Contacts

24 Hour Customer Care Line: (888) 477-3448
LiveVox Customer Care Email: customercare@livevox.com
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