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A network test ensures that all calls you make and receive on Freshcaller are of the best quality. With the Freshcaller network test tool, you can easily test your network connection and troubleshoot common issues with audio quality or check if any ports or domains need to be whitelisted.
Each time you run the network test, the tool opens on a new browser.
Here, your can test your audio devices, and check the connectivity/bandwidth and DNS configuration. For instructions on how to test your connection, see Testing Your Network Connection.
A green check mark indicates a successful test connection. The following table provides details on the connectivity and bandwidth test. For detailed information, click on the information (!) icon next to each widget.
The time taken for the media to flow between the caller and callee after the callee picks up.
| Connectivity/bandwidth | Description | Things to Note | Steps to Resolve |
|---|---|---|---|
| Signalling Servers Reachable | Provides the signals to indicate when a call connection needs to be initiated. It also manages the connection while the call is in progress and closes the connection when the call ends. | Calls cannot be established without proper connectivity to Signalling Servers. | Ensure all the required ports listed in this article are whitelisted. |
| Media Servers Reachable | Processes both audio and video data from calls to support basic calling features. Media servers are also used to mix audio and video signals for group calls. | Calls may drop prematurely if media servers are not reachable and there can be one-way audio issues as well. Additionally, call Recording can also be impacted. | Ensure all the required ports listed in this article are whitelisted. |
| Time to Media | Time taken for the media to flow between the caller and callee after the callee picks up | This value should be as low as possible. A high value indicates latency issues in the connection between the endpoints. | Copy the test results and reach us at support.freshcaller.com. Please ensure to include the network test result details for the particular agent(s) facing the issue. |
| Turn Connectivity | The time it takes for the media to flow between the agent and the customer after the call is attended. | A high value indicates latency issues in the connection between the endpoints. | |
| Jitter min/avg/max | It is a measure of incoming audio packets time variance. | A high value for jitter results in deterioration of sound quality and may introduce unacceptable latency. | Copy the test results and reach us at support.freshcaller.com. Please ensure to include the network test result details for the particular agent(s) facing the issue. |
| Latency (ms) min/avg/max | It is the time a packet of data takes from sender to receiver. Latency is usually attributed to slow or overloaded networks. | High latency leads to poor user experience as speakers unknowingly begin to talk over each other. | Copy the test results and reach us at support.freshcaller.com. Please ensure to include the network test result details for the particular agent(s) facing the issue. |
| Packet Loss | The percentage of packets lost. Packet loss is usually caused by overloaded routers | High packet loss results in missing audio fragments leading to unintelligible speech. | Copy the test results and reach us at support.freshcaller.com. Please ensure to include the network test result details for the particular agent(s) facing the issue. |
| Bandwidth (kbps) | The bandwidth test performs a symmetrical bandwidth test using a loopback loop through a TURN server. | Higher the value, better the performance. A low value may denote connectivity issues. | Copy the test results and reach us at support.freshcaller.com. Please ensure to include the network test result details for the particular agent(s) facing the issue. |
Expected Audio Quality (MOS) | Expected audio quality is calculated from jitter, latency, and packet loss measured. | A measure of 3.5 and above is needed for a good user experience. | Copy the test results and reach us at support.freshcaller.com. Please ensure to include the network test result details for the particular agent(s) facing the issue. |
Note: The DNS lookup test gives the list of domains that are reachable in your network. To view the complete list of ports and IP addresses to be whitelisted, check the Network requirements.
If you find errors after the test, copy the results and reach us at support.freshcaller.com.
For general best practices and troubleshooting, check out the Network requirements.
- Run the network test on each agent’s local machine, and specifically make it mandatory for ones who report facing call quality issues.
- Make sure that you clear the major network tests specified above.
If any test fails, it indicates firewall restrictions. Here, TCP, UDP, or both could have failed. Ensure that you whitelist all the IP addresses and open the ports mentioned in Network requirements. - If you encounter an ICE error, your call will be disconnected within 10 secs. The possible solution for this is to Whitelist the IPs and to open up the respective ports.
- Increase the network bandwidth if needed. This is a crucial step that can solve most call quality issues.
Check if other applications (for example, Youtube, Chrome, etc.) are consuming the available bandwidth. If yes, ask your network/IT team to deprioritize the other applications and give maximum priority to call and call-related activities to have a smooth call experience.
Check for possible Jitter and Packet loss issues (there should be zero packet loss and jitter should be less than 3s).
