Prior to using the dialer, your company and/or IT Team need to make sure that your environment is suitable for VOIP calling.
Failing to check and meet these requirements may result in spotty call connections and poor call quality.
In this article, you will learn the requirements necessary for network setup to comply with the SalesLoft Dialer, including:
- Computer Requirements and Equipment Recommendations
- Complete the Twilio Network Test
- Set Up Network Infrastructure
- Using DSCP
- DSCP with Microsoft
- Dialer Requirements for Windows Operating System Users
Laptops have a minimum of 8 gigs of RAM: Computers must meet this minimum for memory.
Check your activity monitor or task manager for any applications that are taking up CPU: Specifically, if you are experiencing audio quality issues, CPU spikes from other apps will cause call quality issues.
Connect Directly Via Ethernet
A Wi-Fi connection is fantastic when it comes to day-to-day internet traffic, but when it comes to VoIP, Wi-FI can lack the stability and bandwidth of an ethernet connection. Plugging into the internet router is preferred for calling purposes.
VOIP Cable Router
Older routers cannot handle VOIP capabilities, so your company or remote employees must update to a more recent router.
Buy Nice Cables
If you are using an ethernet to USB converter, stick to Apple or Microsoft adaptors. These may cost a bit more, but the bandwidth capacities are much higher.
Use Business Fiber connection
Primarily for remote employees, business fiber connections have more quality internet with bigger bandwidth 25-50 Mbps per person.
The most important thing to maintain effective call quality is a good solid reliable network. To ensure that your network fits the demands of VOIP calling, we recommend you complete the Twilio network test.
The test verifies your company's network bandwidth. The bandwidth needs to sustain your office and your test result number range should be within 20 of the number of users on your team. If the range is too large, you need to configure the Quality of Service (QoS) to devote bandwidth to your calls.
To complete the Twilio network test, you will run a call test followed by a bandwidth test. Run the call test during a normal calling time where many reps are making calls.
For the bandwidth test (or VoiceCall test), change your URL if you are in Europe. A region can be specified by adding it as a query param, eg. https://networktest.twilio.com/?region=us1 (regions for us1 portion)
|gl1||Use Twilio's Global Low Latency routing to select the data center with the lowest-latency connection to your user.|
Finally, attempt the test when a computer is using wireless internet and when a computer is using wired/plugged into ethernet internet connection.
In some cases, your network will need to be adjusted to allow the Dialer application to work. Any changes should be applied to all firewalls, routers, switches, load-balancers, and any other hardware or software that could block or manipulate network access to the destinations listed below.
If you are experiencing jitter or related issues that impact your voice quality, configure your router with QoS rules that prioritize UDP traffic on ports 10,000-20,000.
Things to Note:Due to the large range of UDP ports, consider all of your network traffic prior to setting up QoS. Follow the requirements listed below for more information or check out Twilio’s full list of Network Requirements.
Open up all phone Ports
Comply with the Twilio network activity requirements to make sure all ports are open so you may complete and receive calls on your network.
The SalesLoft Dialer uses the following ports (outbound):
- TCP: 80, 443
- UDP: 10,000 to 20,000
The ports listed above must be able to communicate to specific domains/IP addresses. Below are the Twilio domains and IP's you will need to allow access to.
Firewalls block outgoing traffic with media packets. By enabling a firewall, you allow a clear path for the domains and IP addresses that take top priority (in this case, Twilio domains and VOIP calls) within your network.
Whitelist Twilio IPs
Twilio's requests come from different IP addresses, which can put your network on high alert, so we recommend that you validate the request that will come from Twilio. To do this your will need to whitelist Twilio's IPs and prioritize outbound media UDP ports ranging from 10,000 to 20,000.
Things to Note: Ensure both the SalesLoft and Twilio IP's / domains are excluded from stateful packet inspection (SPI), or you might experience high UDP/TCP connection times.
The IP's that we need to be whitelisted include the following:
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.
The Differentiated Services Code Point (aka DSCP) assigns, or tags, a forwarding behavior to the packets that travel through a network. DSCP tags in packets are useful for letting network appliances know how to prioritize traffic.
If congestion is an issue on your network, consider implementing DSCP on your network/domain. By default the SalesLoft Dialer traffic call gets a DSCP tag of 46.
These details explain how DSCP will be implemented within your system:
- Twilio Client 1.3 enables DSCP by default in compatible browsers, like Google Chrome.
- Things to Note: 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.
The SalesLoft Dialer works with the webRTC technology. Google Chrome will tag WebRTC media packets. This enables differentiated handling on a LAN, so that real-time media can be prioritized above other network traffic.
The 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
In some Windows based environments, DSCP tags are filtered out despite the network being set up for DSCP.
Your network (or IT) team can verify if DSCP tags are being filtered out by Windows by running a capture in Wireshark. To make everything play nice, please either implement a group policy that will enforce DSCP or if your computers are not on a domain then do it on a machine by machine basis.
The steps to determine whether Windows is stripping out the DSCP tags is dependent on your Windows machine. Please follow the steps below based on whether your machine is on a domain or not.
Checking DSCP tags for machines on a domain
For machines on a domain, you control the QoS settings that are used for certain applications by designing different Group Policy rules.
The above steps will ensure that that WebRTC packets get prioritized which will make the Dialer work optimally.
You will need to force client machines to pick up this new Group Policy for the above to work, usually a reboot will sort it.
To check DSCP tags for machines on a domain, follow these steps:
- Open up the Group Policy rules, by typing "gpedit.msc" in the command line.
- Under Computer Configuration, select "Policy Based QoS Settings.
- Right click, then select "Create new Policy."
- A wizard interface will open to configure the QoS rules to use.
- On the first screen, enter "SalesLoft DSCP as the Policy name and specify a DSCP value of "46".
- Click Next.
- On the second screen, select "Only applications with executable name", then enter "Chrome.exe".
- Click Next.
- On the third screen, you do not need to enter any settings, click Next.
- On the final screen, select the protocol the QoS applies to. For the SalesLoft Dialer this will be limited to UDP.
Checking DSCP tags for machines not on a domain
This section will modify the registry setting to allow you to specify the QoS setting that will be used based on Group Policy settings you configure.
To check DSCP tags for a machine not on a domain, follow these steps:
- Navigate to - HKEY_LOCAL_MACHINE > CurrentControlSet > Services > tcpip > QoS
- If the QoS Key does not exist, right click tcpip and select "New Key".
- Enter the name "QoS".
- Once complete, select the QoS key.
- If the string does not already exist, create a new string value called "Do not use NLA".
- Set the value to 1.
- Reboot for the settings to take effect.
You may encounter issues with the SalesLoft Dialer if you are using a computer with a Windows operating system due to adjustments in the startup settings.
You (or your IT team) must have the service, Quality Windows Audio Visual Experience (QWAVE) set to the startup type Automatic and not Manual as this is the default.
To ensure QWAVE is enabled and startup is automatic, follow these steps:
1. Navigate to Start, then type cmd.
2. Right click the command icon, then select Run as Administrator.
3. Paste the following into the command line:
net start QWAVE
4. Hit the Enter key.
5. Paste the following to set the startup type to automatic:
REG add "HKLM\SYSTEM\CurrentControlSet\services\QWAVE" /v Start /t REG_DWORD /d 2 /f
6. Hit the Enter key.