Question

I followed the instructions in this article and I performed the Twilio network test. However, I am not sure how to read the results. How do I use the Twilio network test to troubleshoot Zendesk Talk agent calls?

Answer

Most Talk or Voice over Internet Protocol (VOIP) issues come from the speed of a network connection, as well as the stability and quality of the network connection. A fast connection isn't enough for real-time voice communication. Dropped packets or an unstable connection cause issues too.

Perform the Twilio network test to understand if your connection is working. The test ensures you follow requirements, such as a proper network, your ports are open, your browser supports calling, and your microphone and speakers function.

The Twilio network test are divided into two columns:

  • Twilio WebRTC Diagnostics
  • Log Output

Twilio WebRTC Diagnostics

The left column of the page contains some general Pass or Fail diagnostics.

Twilio_Network_Test.png

For all the above tests, you need to see the green Pass message. A red Fail message may indicate network issues particularly if you get errors with UDP, TLS, or TCP.

  • If your agent works from an office environment, those errors can happen because something is blocked. Ensure your network team followed the Talk network requirements and opened the ports and whitelisted IP addresses and domains.
  • If this is a home network for the agent, ensure your agents don't have a special setup or home router blocking ports. Additional investigation of their network may be required.
Note: You can ignore any tests below Voice: Test call using Opus.

Log Output

The right column of the Twilio network test contains the Log Output.
Screen_Shot_2021-03-17_at_5_10_29_pm.png

Note: You can ignore the error: Group Room failed: No stats were able to be recorded.

The above screenshot refers to the elements below:

  • Ensure that the logs below appear in green. Red indicates a problem.
    • A) Successfully established a UDP connection to Twilio in ___ ms
    • B) Successfully established a TCP connection to Twilio in ___ ms
    • C) Successfully established a TLS connection to Twilio in ___ ms
  • D) Ensure that even though you may successfully pass the bandwidth test, the results are much higher than the example above. In there, the results represent the lowest threshold in which Talk works reliably.
    Note: The numbers in the test are the lowest threshold for Talk.
  • E) Check the Twilio Client connected to audit and ensure that you are connected to the right endpoint. A Virtual Private Network (VPN) may connect you to the wrong endpoint, for example, if you're in Germany, but the log shows that you are connected to a US endpoint. Connecting to the wrong endpoint causes latency. Twilio should decide the best route to take, but a VPN may hide the real location or region of an agent. Region can be one of the following: au1, br1, de1, ie1, jp1, sg1, us1. For the latest information about regions from Twilio, see the Twilio article: Legacy Regions.
  • F) RTT (Round Trip Time): Ideally, the RTT should be at 150ms or less. The higher the RTT value, the poorer quality the call is likely to get.
  • G) Jitter: The Jitter audit should not be more than 20ms. A high Jitter can cause delays.
  • H) Packet Loss: Packet loss indicates unstable connection, and even 1% packet loss can cause issues.
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