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How do I use the Twilio network test to troubleshoot Talk agent calls?



Edited Nov 12, 2024


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Does the description for G - Jitter really mean the result should not be more than 20ms?

My result on Twilio Network Test is way far away:

Also the result in the articles screenshot is way more than 20ms.

What needs to be done to reduce the Jitter value?

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image avatar

Jean-Francois Weston

Zendesk Customer Care

Hi Florian, to improve the situation, when you have a high Jitter, you could, if you are connected in Wi-Fi change to an Ethernet cable connection as well as verify that the setting of your network are done according to this article https://support.zendesk.com/hc/en-us/articles/115005468288-Talk-network-requirements. Those two steps would be the first to take to improve the situation. Regards

Jeff | Zendesk Advocate | EMEA
support@zendesk.com

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Hey all.  Just want to clarify the screenshot above  is not meant to be used as an exact benchmark.  I would say this is an ideal setup above.  If you run this test where it "passes" this is not necessarily indicative of what one would call a quality connection. For example at a minimum I would say for the above, you would want your "lowest" amounts for the above "Simultaneous connections" should be at least 10 or more.  Packet loss should be 0, jitter should be low, etc. If your getting packet loss, jitter and your lowest amount of simultaneous connections is 2, you may pass this test barely but your calls are likely to have a lot of problems.   

the graphic is just an illustration of what the test looks like and what to be aware of during the test.  As Jeff mentions above getting better results on your network connection has a wide variety of factors.  The best place to start is with our Talk troubleshooting guide below which has many suggestions like changing to a hard wired connection like Jeff mentioned or running network tests and working with your network admin.

https://support.zendesk.com/hc/en-us/articles/203661086-How-can-I-troubleshoot-Talk-issues- 

It's my opinion the majority of problems we see are related to VPN or VDI implementations.  Make sure you follow the advice in the networking requirements regarding VPN's.  I.E. make sure to exclude traffic for Twilio and Zendesk ips and domains:

In scenarios where using a proxy, MPLS, or VPN is unavoidable, it's crucial to exclude traffic intended for Zendesk and Twilio domains, including your FQDN subdomain.zendesk.com, and the specified IP addresses outlined in the accompanying documentation. This exclusion is critical to ensure the proper functionality of Talk within these network configurations.

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