Here are the basic troubleshooting steps to follow when you are having problems with the phone channel

  1. Upgrade Browser and Flash to latest version.
  2. Ensure your network ports aren’t being blocked by Firewall / router / antivirus software. Check out the section “Firewall” under “Minimum Requirements” in this document for the ports to be opened.
  3. If your router supports QoS, prioritize UDP ports in the range 10000-20000, and the IP address of the agents making/receiving the calls. Tips on setting up QoS for VoIP in your network can be found here.
  4. Check your network latency with the Fast site.