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Contents

Overview

The Qualify Test is a snapshot of the current Internet connection between you and LiveVox. 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

  • Keep monitoring the connection.
  • Provide the following information about the occurrence (at a minimum) 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

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.

Expected 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 the number of hops appears.

In the following image, the number of hops is 14, which is not an issue.
Route Test


Resolution: If the number of hops is more than 20, 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.

If you insist that we pursue the case, we escalate the case while ensuring that the result is noted.

Expected Results:

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

    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)).
  • 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 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.

If you insist that we pursue the case, we escalate the case while ensuring that the result is noted.

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):

  • TCP 443: Used for Web traffic (HTTPS).

  • TCP 8080: Used for WebRTC traffic (web and audio paths established simultaneously).

  • UDP 5060: Used for SIP-Trunks when your PBX does not support encryption with TLS version 1.2.
  • TCP 5061: Used for SIP-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 5071: Used for sLVT (hard-phones supported: Polycom VVX-310 and SoundPoint-331).
  • UDP 15000-30000: Used for RTP streams (audio).

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, then, 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 because of 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 with this information.


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