What are the network requirements for Zendesk Talk to work effectively?
Zendesk Talk works with the webRTC technology and in some cases your network will need to be adjusted to allow the Talk application to work. These changes should be allowed on all firewalls, routers, switches, load-balancers and any other hardware or software that could block or manipulate network access to the destinations listed below.
Zendesk Talk uses the following ports:
TCP: 80,443,843 outbound
UDP: 10,000 to 20,000 outbound
With the above ports they will need to be able to communicate to ALL of the following domains / IP addresses:
The full Zendesk public ip range needs to be accessible:
220.127.116.11/24, 18.104.22.168/27, 22.214.171.124/24, 126.96.36.199/21, 188.8.131.52/22, 184.108.40.206/20, 220.127.116.11/20, 18.104.22.168/18, 22.214.171.124/32, 126.96.36.199/32, 188.8.131.52/32, 184.108.40.206/32, 220.127.116.11/32, 18.104.22.168/32, 22.214.171.124/32, 126.96.36.199/32
Please be sure to check the link above to ensure that you have a complete list of Zendesk public IP's.
Twilio domains / ip's (our backbone provider):
chunderw-gll.twilio.com, chunderw-vpc-gll.twilio.com, chunderw-vpc-gll-au1.twilio.com, chunderw-vpc-gll-br1.twilio.com, chunderw-vpc-gll-ie1.twilio.com, chunderw-vpc-gll-jp1.twilio.com, chunderw-vpc-gll-sg1.twilio.com, chunderw-vpc-gll-us1.twilio.com, matrix.twilio.com, eventgw.twilio.com, 188.8.131.52/26, 184.108.40.206/26, 220.127.116.11/26, 18.104.22.168/24, 22.214.171.124/26, 126.96.36.199/26, 188.8.131.52/23, 184.108.40.206/23
With both the Zendesk and Twilio IP's/domains please ensure these are excluded from stateful packet inspection as not doing this can result in very high UDP/TCP connection times.
Once you have allowed connections to ALL of the above IPs and domains via the ports mentioned above (all ports need to access all domains and IPs listed ) there should be no issues with Zendesk talk making and receiving calls.
In some instances customers have advised that if a switch or other network hardware is plugged into an incorrectly configured Cisco Smart Switch it can override the whitelisting, to get around this I recommend that you do not plug any hardware other than hardware that is meant to be plugged into a smart switch, and ensure with your network team that it is configured to reflect the settings above.
If congestion is an issue on your network, consider implementing DSCP. To implement DSCP see the details below:
- Twilio Client 1.3 enables DSCP by default in compatible browsers (Google Chrome at launch).
- Capable browsers (Chrome) will tag WebRTC media packets, enabling differentiated handling on a LAN, so that real-time media can be prioritized above other network traffic. Differentiated Services Field is located in the IPv4 header TOS octet or the IPv6 Traffic Class octet. A differentiated services-compliant network node (e.g. router) includes a classifier that selects packets based on the value of the DS field, along with buffer management and packet scheduling mechanisms capable of delivering the specific packet forwarding treatment indicated by the DS field value.
With Client 1.3 sent RTP packets will have a DiffServ codepoint on their local Wireshark packet captures. When we enable DSCP, the WebRTC engine marks the RTP packets with EF and below are the values related to Expedited forwarding:
- binary: 101 110
- hex: 0x2e
- decimal: 46
Keep in mind that you should use a browser that supports webRTC. If you have difficulties please try using Talk with the latest stable version of a webRTC-supporting browser, e.g. Chrome or Firefox. If you implement DSCP (recommended) then use Chrome (latest, non-beta version) as this is the only browser that supports it.
To check if you're on the latest version of Chrome, navigate to: " chrome://help/ " in your address bar and if there is a 'Relaunch' button click it, this will update Chrome.
Client side info for Windows operating system users:
You may encounter issues with Zendesk Talk if you are using a computer with a Windows operating system. Zendesk Talk customers need to have the service: "Quality Windows Audio Visual Experience" set to startup type "Automatic" and not "Manual" as this is the default.
With this in mind we recommend that everyone using Zendesk Talk on a Windows machine should carry out the following steps to ensure the "QWAVE" service is both enabled and has startup type "Automatic":
Go to start --> and type in "cmd", right click the command icon and select "Run as Administrator"
To ensure that the "QWAVE" service is not disabled, paste the following into the command line that opened after completing the above,
net start QWAVE
Hit the enter key and you should see the following:
Then paste the following to set the startup type of "QWAVE" to automatic and hit the enter key on your keyboard:
REG add "HKLM\SYSTEM\CurrentControlSet\services\QWAVE" /v Start /t REG_DWORD /d 2 /f
And thats it, the "QWAVE" service is now set to startup type "Automatic". If you encountered an error when following the above steps, you may need to have a member of your I.T team or a computer administrator perform them.