Issues with Outreach Voice call quality can be affected by Twilio services as they are handing our Voice connections. If you’d like to determine that status of Twilio’s service, you can visit:
If Twilio’s service seems to be running fine and you are still experiencing issues, please review (or have your IT professional review) review the ports on your firewall. Please verify that you have the following ports open: TCP: 80, 443, 843 and 1935.
Have affected sales reps review their sound card settings on their computer and have them try another headset and microphone.
Google Chrome uses WebRTC for connections with Voice. If the issue is with chrome, have reps test their WebRTC using this tool: https://apprtc.appspot.com/. Once there, right click and select “Un-mute.” If their microphone sound comes out of their speakers, they are using WebRTC and their microphone and speakers are working properly.
Have your affected sales reps go to Twilio Client Support and review the information there. This page will point to incompatibilities with your system setup or browser configuration.
Optimal Setup for VOIP Voice Usage
Outreach Voice performance and quality may vary depending on end user device and network setup. In order to optimize for Outreach Voice performance follow the below recommendations:
Outreach Voice User Devices
- Google Chrome (most recent version)
- Minimum of 8GB RAM
- Use Ethernet to reduce latency caused by a weak Wifi connection
- USB connected headset (preferred)
- Minimum of 300-500KBps bandwidth
- Enable User Diagram Protocol (UDP) connection to Twilio servers (information on detailed ports can be found in this document under the Twilio Client WebRTC section)
- Enable network communication for the IP range on this list with Quality of Service (QoS) routing enabled that prioritizes these packets
- Optimize router with low buffer size to ensure the perceived buffer size is less than 100ms
- Optimize for low latency and avoid LTE (mobile 4G data) when possible
- Disable Session Initiation Protocol (SIP), Application Level Gateway (ALG), or Stateful Packet Inspection (SPI) if applicable
- Hard-wire computers whenever possible. Hard wired computers outperform Wifi for latency sensitive applications
If you are still experiencing issues after following the steps above, please reach out to firstname.lastname@example.org.