This article provides details on the network requirements and recommendations for Freshcaller. To ensure that you have a successful working experience with Freshcaller, the network requirements must be followed without reservations, however, the recommendations are advised to be followed. This article is split into the following sections:
- Connectivity Checklist
- Bandwidth Requirements
- Firewall Configuration
- Best Practices and Recommendations
It is expected that the user of this document understands the basic networking concepts and terminologies. If you do not have a dedicated network IT team, please contact email@example.com.
Test your network connection. Freshcaller provides two tools to test your network connection:
Ensure that the network test passes the network quality parameters (video tests are an exception). To understand the test results, check Understanding Network Test Results.
Note that Twilio is enabled for customers in Sprout and Blossom plans and testRTC is enabled for customers in Garden, Estate, and Forest plans.
Ensure that you meet the bandwidth requirements.
Check the firewall configuration for the list of the IP addresses, ports, and domain names that need to be whitelisted and open.
Check the best practices and recommendations.
To use Freshcaller, we recommend a minimum bandwidth of 40Kbps per agent per call to deliver a reasonable audio quality.
You can check the network speed using speedtest.net and send a screenshot with the results to firstname.lastname@example.org. Our service provider recommends an "A" rating from pingtest for seamless voice data transmission.
If your router supports QoS, prioritize the ports and whitelist the IP addresses mentioned in the firewall configuration section below. This gives priority to Freshcaller in your network or the IP address of the computer(s) making the client calls.
We also recommend you to enable DSCP for QoS. Enabling DSCP by default on compatible browsers (currently Google Chrome) tags WebRTC media packets, enabling differentiated handling on a LAN, so that real-time media can be prioritized above other network traffic.
If you have firewall restrictions, make sure to whitelist the IP addresses, ports, and domains listed below for the successful implementation of Freshcaller web and mobile apps:
1. Ports to be whitelisted
2. IP Addresses to be whitelisted
3. Domains to be whitelisted
Note: The domains listed here are specific to the US region.
This is for presence and call notification.
This is for presence and call notification
Customer Account URL
This is for Frontend assets and call recordings
This is for Frontend assets
This is for in-app chat inside Freshcaller
This is for in-app chat assets
This is for in-app notifications
This is for headway assets
This is for onboarding journeys
This is for appcues assets
This is for marketplace apps
This is for Org URL assets
This is for in-app chat
This is for in-app chat
This is for Reports
Best Practices and Recommendations
Use a wired (LAN) connection instead of wireless (wifi). The wireless medium adds to the packet loss and can cause issues with call quality and hence must be avoided.
If you use WiFi, reduce the packet conflicts by reducing the number of devices operating on the same channel.
Avoid transferring huge amounts of data in the same WiFi network as this adds to the latency.
Optimal Network Usage
Use high bandwidth internet connection as a lower bandwidth adds to the inherent latency involved in algorithmic processing, network traversal, etc.
Avoid using other applications in new tabs which can consume a lot of bandwidth. It is recommended to avoid video/audio streaming apps like Youtube/Inventory related software etc.
Browser Preference and Settings
Upgrade Browser to the latest version. Use the latest version of Chrome or Firefox
Clear cache/cookies regularly
Log out from each open application instead of closing the tabs or browser window directly.
Edit your browser’s site settings and allow Freshdesk and Freshcaller websites under Sound, Notifications, and Pop-up sections.
Limit the usage of tabs (too many tabs consume more RAM space)
Opt for a high-quality wired headset. We recommend you to use a USB or 3.5mm headsets.
Bluetooth headsets can present unique challenges, as each headset operates slightly differently. If your headset came with a USB Bluetooth adapter, we recommend you pair it with the included adapter, rather than your device’s native Bluetooth receiver, to avoid interoperability issues.
Reduce ambient noise such as nearby speakers, fans, exhaust, etc.
Adjust the microphone levels in your PC and ensure that it is not too close when you speak; having it too close may cause audio clipping.
Do not run other processor-intensive applications in parallel to Freshcaller and ensure that your computer has resources available to process a call
Try disabling any antivirus software, if installed
Ensure that the hard drive and the OS in the PC is up to date.
Note: WebRTC APIs are browser-dependent, which receive audio information from the operating system and audio hardware drives.