Running the Qualify Test

The Qualify Test is a browser automation tool that tests a variety of metrics related to your WebRTC-based connection with LiveVox/SmartReach. By automating web browsers, you can simulate real users using your LiveVox/SmartReach service from different locations around the world, running on different network configurations, all done at scale in a rep...

Understanding the Qualify Test Results

Understanding Qualify Test Results If you've successfully run a test using our Qualify Test browser automation tool, you may be wondering how to interpret the results. We've broken down the details of each metric for you in the following articles. Here are the six results of the test: Throughput Call Quality Device State Location Bandwidth Speed DNS...

Understanding the Qualify Test Results: Throughput

The Throughput Widget tests the data channel throughput. This can be used as a gross estimate of the number of concurrent sessions that are potentially available. This test connects a data channel via the TURN servers of the tested infrastructure. It sends data payloads of 1,024 bytes each over the channel for a few seconds and measures the rate at ...

Understanding Qualify Test Results: Call Quality

The Call Quality widget tests for the actual session quality when connecting a WebRTC session with the service being tested.   Data We Collect and Share The Call Quality widget gathers data on four metrics: MOS Score - Mean Opinion Score. A value between 1-5 indicating a subjective quality measurement. Here is a scale of all MOS Scores: >4 = Exce...

Understanding Qualify Test Results: Device State

The Device State widget collects useful device information and puts them front-and-center on the Results page:   Custom Field Options Fields included in this widget are customizable during initial audio setup with LiveVox. Default options include: Audio - This let's the user know if audio is enabled via WebRTC or not. Device - Shows which device (mi...

Understanding Qualify Test Results: Bandwidth Speed

The Bandwidth Speed Widget runs an HTTPS speed test from the user’s device to your data center location: This test gives a general indication of the link quality, hinting to the availability of a fiber connection, ADSL or other. It also gives an estimate to the upper limit of the connection speed available between the user’s location and your infras...

Understanding Qualify Test Results: Location

The Location widget looks for the geolocation of the user (this is found based on the public IP address of the user running the test):   Data We Collect and Share IP - The public IP address of the browser conducting the test. This is where TestRTC sees the request coming from. City - By using an external geoIP service, we convert the IP address to a...

Understanding Qualify Test Results: DNS Lookup

The DNS Lookup Widget tests the reachability and connectivity to a list of HTTPS or WSS addresses: This test tries to connect to the servers used for the ongoing operation of the service (not necessarily directly linked to WebRTC) to make sure they are accessible from the browser. If any of the addresses can’t be connected to, some or all parts of y...

Capturing an Agent Desktop Native (ADN) Log

Note For information on what Network and Console logs (also known as F12 logs) are used for at LiveVox, take a look at our instructions for pulling them in a traditional web browser.     If you are utilizing the Agent Desktop Native (ADN) application to access LiveVox, you may be required to capture diagnostic logs within the application for trouble...

Running the Audio Wizard in LiveVox Communicator (LVC) v3.15

If you are having difficulties establishing an audio connection using the LiveVox Communicator (LVC) v3.15 application, there is a tool called the Audio Wizard that can assist you. The Audio Wizard within LVC allows you to confirm the different aspects of your audio connection, including: Headset speakers (including volume) Microphone access Camera ...

Capturing Logs in LiveVox Communicator (LVC) v3.15

If you are having problems with the LiveVox Communicator (LVC) v3.15 application, it may be necessary to capture some debug logs directly from the application. There is a built in logging tool that will assist with this.   Warning It's important to capture these logs during a call so that you're replicating the problem.     Capturing the Logs Open y...

Running the Audio Wizard in LiveVox Communicator (LVC) v5.3

If you are having difficulties establishing an audio connection using the LiveVox Communicator (LVC) v5.3 application, there is a tool called the Audio Wizard that can assist you. The Audio Wizard within LVC allows you to confirm the different aspects of your audio connection, including: Headset speakers (including volume) Microphone access Camera a...

Capturing Logs in LiveVox Communicator (LVC) v5.3

If you are having problems with the LiveVox Communicator (LVC) v5.3 application, it may be necessary to capture some debug logs directly from the application. There is a built in logging tool that will assist with this.   Warning It's important to capture these logs during a call so that you're replicating the problem.     Capturing the Logs Open LV...

Capturing F12 Logs

HAR (HTTP Archive format) is a log of a web browser's interaction with a site. This information is required for troubleshooting an issue between the LiveVox platform and the web browser that you use. At LiveVox, these are referred to as F12 logs or network and console logs.   Note When capturing these logs, they must be collected from the computer t...

Clearing Cache or Cookies in a Web Browser

Having a display problem in the LiveVox platform? Unable to access LiveVox after a platform update? Try clearing your cache and cookies in your preferred web browser. When visiting a website, certain pieces of that site are cached, or stored, so that images and other data can be displayed more quickly. Since cached information is stored locally on y...

Determining if a Phone Number Is a Wireless Phone Number

LiveVox uses a database of wireless numbers from Interactive Marketing Solutions ( http://www.ims-dm.com/ ). LiveVox has a subscription from IMS for the automated file delivery service for the following: The wireless block identifier file (the list of area codes and exchanges or blocks of numbers assigned to wireless carriers active within the North...

Capturing Agent Registration App Logs

Acquiring Agent Desktop Native Logs To acquire the Agent Desktop Native (ADN) logs, complete the following steps:  Go to the Windows Start Menu. In the search field, type %appdata%. You should see a folder named Roaming within the search results.  Open the Roaming folder and then open the Agent Desktop Native folder. Enable ADN logging on the agent'...