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:

User Requirements:
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 support@freshcaller.com.


Connectivity Checklist

  1. Test your network connection. Freshcaller provides two tools to test your network connection:

  2. 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

  3. Ensure that you meet the bandwidth requirements.

  4. Check the firewall configuration for the list of the IP addresses, ports, and domain names that need to be whitelisted and open.

  5. Check the best practices and recommendations.


Bandwidth Requirements

  1. To use Freshcaller, we recommend a minimum bandwidth of 40Kbps per agent per call to deliver a reasonable audio quality.

  2. You can check the network speed using speedtest.net and send a screenshot with the results to support@freshcaller.com. Our service provider recommends an "A" rating from pingtest for seamless voice data transmission.

  3. 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.

  4. 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. 


Firewall Configuration

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


Component

Address

Server-side port used

Protocol

Freshcaller Web App

Signaling - GLL

(Global Low Latency)

chunderw-gll.twilio.com

chunderw-vpc-gll.twilio.com

443

TCP

Signaling -

Regional

chunderw-vpc-gll-{region}.twilio.com

443

TCP

Regionau1443TCP
Regionbr1443TCP
Regionde1443TCP
Regionie1443TCP
Regionjp1443TCP
Regionsg1443TCP
Regionus1443TCP
Regionin1443TCP

RTP

Static IP range *

10,000 - 20,000

UDP

Insights

eventgw.twilio.com

443

TCP 

Freshcaller Mobile apps
Signaling - GLL

chunderw-gll.twilio.com

443TCP

Signaling -

Regional

chunderm.{region}.gll.twilio.com

443TCP
Insights Gatewayeventgw.twilio.com443TCP
Registration Server

ers.twilio.com




443
TCP


2. IP Addresses to be whitelisted


Region ID

Location

Media Server IP Address Range

CIDR notation

au1

Australia

54.252.254.64 - 54.252.254.127

3.104.90.0 - 3.104.90.255

13.210.2.128 - 13.210.2.159

54.252.254.64/26

3.104.90.0/24

br1

Brazil

177.71.206.192 - 177.71.206.255

18.228.249.0 - 18.228.249.255

18.231.105.32 - 18.231.105.63

177.71.206.192/26

18.228.249.0/24

ie1

Ireland

54.171.127.192 - 54.171.127.255, 52.215.127.0 - 52.215.127.255, 52.215.253.0 - 52.215.253.63

54.171.127.192/26, 52.215.127.0/24

de1

Germany

35.156.191.128 - 35.156.191.255

3.122.181.0 - 3.122.181.255, 

52.59.186.0 - 52.59.186.31, 18.195.48.224 - 18.195.48.255

35.156.191.128/25

3.122.181.0/24

jp1

Japan

54.65.63.192 - 54.65.63.255

3.112.80.0 - 3.112.80.255, 

13.115.244.0 - 13.115.244.31

54.65.63.192/26

3.112.80.0/24

sg1

Singapore

54.169.127.128 - 54.169.127.191

3.1.77.0 - 3.1.77.255, 

13.229.255.0 - 13.229.255.31

54.169.127.128/26

3.1.77.0/24

us1

US East Coast (Virginia)

54.172.60.0 - 54.172.61.255 , 34.203.250.0 - 34.203.251.255, 

34.203.254.0 - 34.203.254.255

54.172.60.0/23, 34.203.250.0/23

us2US West Coast (Oregon)54.244.51.0 - 54.244.51.255, 

34.216.110.128 - 34.216.110.159

54.244.51.0/24

in1

India

52.66.193.96 - 52.66.193.127, 52.66.194.0 - 52.66.194.63



3. Domains to be whitelisted

Note: The domains listed here are specific to the US region.


DomainDescriptionProtocol

rt.freshcaller.com

This is for presence and call notification.

Websocket (wss)

rt.freshcaller.com

This is for presence and call notification

HTTPS(https)

catchconsultantshelp.freshworks.com

Org URL(omnichannel bar and other org related things might be blocked if this is not whitelisted)

HTTPS(https)

Customer Account URL

Account URL

HTTPS(https)

s3.amazonaws.com

This is for Frontend assets and call recordings

HTTPS(https)

assets.freshcaller.com

This is for Frontend assets

HTTPS(https)

wchat.freshchat.com

This is for in-app chat inside Freshcaller

HTTPS(https)

assetscdn-wchat.freshchat.com

This is for in-app chat assets

HTTPS(https)

heapanalytics.com

This is for analytics on frontend event tracking

HTTPS(https)

headway-widget.net

This is for in-app notifications

HTTPS(https)

cdn.headwayapp.co

This is for headway assets

HTTPS(https)

api.appcues.net

This is for onboarding journeys

Websocket(wss)

fast.appcues.com

This is for appcues assets

HTTPS(https)

static.freshdev.io

This is for marketplace apps

HTTPS(https)

dash.freshworks.com

This is for Org URL assets

HTTPS(https)

fonts.gstatic.com

Font CDN

HTTPS(https)

www.gstatic.com    

Javascript CDN

HTTPS(https)

pubsub.rtschannel.com

This is for in-app chat

HTTPS(https)

pubsub.rtschannel.com

This is for in-app chat

HTTPS(https)

freshservice-us.freshreports.com

This is for Reports

HTTPS(https)


Best Practices and Recommendations

  • Channel Preference

    1. 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.

    2. If you use WiFi, reduce the packet conflicts by reducing the number of devices operating on the same channel.

    3. Avoid transferring huge amounts of data in the same WiFi network as this adds to the latency.

  • Optimal Network Usage

    1. Use high bandwidth internet connection as a lower bandwidth adds to the inherent latency involved in algorithmic processing, network traversal, etc.

    2. 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

    1. Upgrade Browser to the latest version. Use the latest version of Chrome or Firefox

    2. Clear cache/cookies regularly

    3. Log out from each open application instead of closing the tabs or browser window directly.

    4. Edit your browser’s site settings and allow Freshdesk and Freshcaller websites under Sound, Notifications, and Pop-up sections.

    5. Limit the usage of tabs (too many tabs consume more RAM space)

  • Headset Preference 

    1. Opt for a high-quality wired headset. We recommend you to use a USB or 3.5mm headsets. 

    2. 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.

  • Sound settings

    1. Reduce ambient noise such as nearby speakers, fans, exhaust, etc.

    2. 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.

  • PC settings

    1. Do not run other processor-intensive applications in parallel to Freshcaller and ensure that your computer has resources available to process a call

    2. Try disabling any antivirus software, if installed

    3. 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.