Browser calls not working?

Unable to make calls using the browser connection? Or you are getting kicked out of the campaign? or facing issues with call quality? Here are a few things you need to check.

Browser Check:

• Run CallHub Browser Check on your Chrome Browser from here: https://app.callhub.io/browser-check/. The main reason you need to run a browser check before making calls is to understand if you have the latest version of the browser, your microphones are set up if the Web RTC plugin is supported on your browser. A typical browser test from the agent console will look like the below image.
• Additionally, you may perform a test from https://test.webrtc.org/ as well. This test will help you check for microphone, camera, and network connections issues.

 

Internet Bandwidth:

• All agents should have 5-10 Mbps(download/upload) of dedicated internet bandwidth. By dedicated bandwidth, it means the calling platform should not be shared with other applications. Eg: If you are on a 100 Mbps connection, it is advised not to have more than 10-12 agents making calls on the same network.
• Reduce the number of devices operating on the same channel(network connection), this way, you can reduce the packet conflicts. It is recommended to have a dedicated network channel that can be used by agents.
• Preferably use Ethernet(LAN connection) and not WiFi, as the wireless connection is susceptible to packet loss and can hamper the call quality.
• Avoid data transfer, downloads of huge files, video streaming, etc on the same network or internet connection while making calls. Such activity can result in an unclear voice from the other side or disturbances while you’re talking.
• You can test your connection with a network testing tool here. Following network conditions are recommended for a smoother browser calling experience.

Latency	<200 ms
Jitter	<30ms
Packet Loss	<3%

Note: Work with your IT administrator to check these settings.

 

Network Settings: If your office network is configured with a VPN or Firewall for security and you are not able to join the campaign on CallHub, you might need to consider troubleshooting the below scenarios.

• Check if the UDP ports are open in your router/firewall/antivirus software for the Web RTC connection to work. 
• HTTP/HTTPS transports: Allow traffic from these source IP ranges to access your HTTP (TCP port 80) and/or HTTPS (TCP port 443) web applications
• SIP Transport: Allow traffic from these source IP ranges and source ports UDP 5060, TCP 5060, UDP 5080, TCP 5080, UDP 5061, TCP 5061, UDP 5063, TCP 5063
• RTP transport: Allow traffic from these source IP ranges to UDP port range 16384 to 32768
• Make sure you are not connected to a VPN. Browser calls do not connect with VPN.

Note: Work with your IT administrator to check these settings.

Hardware Devices(Audio Issues): Browser calls are dependent on media devices such as microphones/headsets for call connection. The following things need to be checked.

• Ensure the hardware is correctly connected and the right microphone and speakers are selected in the software settings of your device. 
• Use a USB headset instead of a built-in computer microphone. Allow the Chrome browser to access your media devices when prompted.
• To avoid distortion during calls, reduce ambient noise such as nearby electronic devices. Adjust the distance of the microphone from the mouth (too close can cause audio clutter and increase the disturbance).
• Ensure recommended microphone levels are set in the computer’s settings.

What if none of these steps work?

If the Browser connection is still not working, please switch to a Phone or Dial-In connection preference and we will check the issue in the meanwhile.