The network tests help you identify and troubleshoot network-related concerns and issues. Freshcaller provides the following network testing tools:

  • testRTC Network Test: It is a testing, monitoring, and analytics platform designed and built for the new generation of WebRTC-based communications. Note that this tool is enabled only for customers in the Garden, Estate, and Forest plans.
  • Twilio Network Test: Checks your browser and network environment. Note that this tool is enabled only for customers in the Sprout and Blossom plans.

For instructions on testing your network connection, see How to test your connection? 


Understanding testRTC Results

The testRTC tool checks for the most common network quality parameters and provides you with a complete diagnosis.

The entire test takes two to three minutes to run, and once the test completes, you will see the results for each network quality as follows. 


You can see the following additional options in this tool:

  • Send to Freshworks support: Enter your email id and add a subject title and use this option to send the generated test report to Frescahller support (support@freshcaller.com) while raising network-related queries. Once the support team receives the mail, a support ticket will be automatically created.
  • Download: Click to view and download this report as PDF
  • Rerun: Click to rerun the test
  • Log: Click to view a detailed test details
Note: The testRTC tool is enabled for customers in Garden, Estate, or Forest plans.

The following table provides details on each widget that you will see in this report. For detailed information, click on the information (!) icon next to each widget.


Network Quality Parameter (Widget)DescriptionThings to NoteSteps to Resolve
ThroughputMeasures the data throughput of your network.

The widget gives you details of the minimum, maximum, and average number of concurrent throughput sessions (in bits per second) that your network processed during the test.
A low minimum throughput, as well as high variance between minimum, average, and maximum, may indicate an unstable connection.If you have multiple agents connecting from your location, you may need to upgrade to a better connection towards the Internet
Call Quality

Verifies the actual session quality when connecting a WebRTC session with the service tested. 

The widget gives details on the Mean Opinion Score (MOS), Round Trip time, percentage of packet loss, and jitter of the session.


Note

A bad score indicates a low media quality. Specifically, since this tests an actual WebRTC session on the service, hence, ensure that you have a good MOS score.If you are on wireless, try to move closer to the access point or connect directly via an Ethernet cable.
Turn Connectivity

Verifies the time taken to establish a connection between your deployment machine and the TURN server over TCP, UDP, and TLS servers.If UDP is blocked and marked with a red X, it indicates that your WebRTC session did not establish a connection, or the quality will be degraded if TCP or TLS is used.
Ensure that your network is open for UDP traffic and configured to reach live media exchange. Check the Network requirements to see the list of ports and IP addresses that should be whitelisted.
Location

Verifies the user's geolocation using the public IP address of the browser from where the test is conducted. You can see the details of the IP address, the city and country of the user, and the organization or the service provider who owns the IP address.

There may be a mismatch with the known location of the user and the location shown in the test. This may be because the IP address information available in the testRTC database is stale, or it can indicate that the user is behind a VPN or has configured an HTTP proxy.
If proxy/VPN is located far from a user’s machine, this will introduce further latency and media quality degradation.

Ensure that you disable VPN and proxy settings.
Ensure that you disable VPN and proxy settings
Bandwidth Speed

Verifies the link quality and also checks for the availability of a fiber connection, ADSL, or other.

You can see details about the best data center region selected to conduct the test, uplink and downlink speed of the connection, and the jitter calculated by conducting a quick succession of short ping tests.

It is recommended to have a higher network bandwidth.
DNS Lookup

Verifies the number of servers (HTTPS or WSS) that your network is able t\o reach and connect to.

You can see the details of the number of connected addresses out of the total that were attempted, and the highest, shortest, and average time taken to connect to one server.
If any address is unreachable, the service may not work. Also, high connection times may indicate a routing issue.


Check the log to see the details of failed connection and connection times.

Understanding Twilio Test Results

The Twilio test tool is enabled for customers in Sprout and Blossom plans. Once you click on the test connection option in your Freshcaller account, the Twilio test runs in a new browser window and displays the Diagnostics. Make sure you clear all the tests here (video tests are an exception).


The following table provides details on the most important tests:

Network Quality ParameterDescriptionSteps to resolve
TURN UDP ConnectivityVerifies UDP connectivity from your browser to Twilio's TURN serversIf the UDP connectivity fails, it indicates that your WebRTC session did not establish a connection over UDP. Check the log output for more details.

Ensure that you whitelist all the IP addresses and open the ports mentioned by Twilio. Check the Network requirements to see the list of ports and IP addresses that should be whitelisted.
TURN TCP ConnectivityVerifies TCP connectivity from your browser to Twilio's TURN serversIf the TCP connectivity fails, it indicates that your WebRTC session did not establish a connection over TCP. Check the log output for more details.

Ensure that you whitelist all the IP addresses and open the ports mentioned by Twilio. Check the Network requirements to see the list of ports and IP addresses that should be whitelisted.
BandwidthChecks the number of simultaneous Twilio clients your network can supportCheck the log output for the highest, lowest, and average bandwidth. This gives you the number of simultaneous Twilio connections that Twilio can support within your network.

For example, if a team of 20 agents uses Freshcaller at the same time and if the result shows that Twilio supports only 12 simultaneous calls, there could be time lags, call quality issues, one-way audio issues and high possibility of call drops. 


Having an increased bandwidth can resolve these issues.

Test call using PCMU

Tests the browser's ability to make calls with Twilio Client.


This test requires permission to access your microphone, hence, make sure that your microphone access is not blocked.

This test may fail if you have an older version of the browser or OS. So always, use an updated OS version and the latest version of Chrome or Firefox.
Test call using OpusTest the browser's ability to make calls with Twilio Client.

This test requires permission to access your microphone, hence, make sure that your microphone access is not blocked.
This test may fail if you have an older version of the browser or OS. So always, use an updated OS version and the latest version of Chrome or Firefox.

Tips to achieve a good network connection


For general best practices and troubleshooting, check out the Network requirements.

  1. Run the network test on each agent’s local machine, and specifically make it mandatory for ones who report facing call quality issues.
  2. Make sure that you clear the major network tests specified above under each section for Twilio and testRTC (Video tests are an exception).
    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 by Twilio/testRTC. Check the Network requirements to see the list of ports and IP addresses that should be whitelisted.
  3. 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.
  4. Increase the network bandwidth if needed. This is a crucial step that can solve most call quality issues.
  5. 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.

  6. Check for possible Jitter and Packet loss issues (there should be zero packet loss and jitter should be less than 3s).

For audio quality tests, ensure that microphone access is not blocked in your browser.

It is important to consider and correct all the network errors. However, you can ignore “Group Room failed errors".