If you are having trouble connecting to the PhoneBurner dialer, please use this link to check your connection:
(You must be logged in to your PhoneBurner account before accessing the test connection link.)
https://www.phoneburner.com/dialer/test/test_connection
If you run the test and something does not pass, please contact support.
Testing your Softphone Connection
https://networktest.twilio.com/
If all Audio tests pass, you should be able to dial with softphone.
Understanding Twilio Test Results
The following table provides details on the most important tests:
| Network Quality Parameter | Description | Steps to resolve |
|---|---|---|
| TURN UDP Connectivity | Verifies UDP connectivity from your browser to Twilio's TURN servers | If the UDP connectivity fails, it indicates that your WebRTC session did not establish a connection over UDP. Check the log output for more details. Ensure that you whitelist all the IP addresses used by Phoneburner. Check the IP addresses and ranges to see the list of IP addresses that should be whitelisted. |
| TURN TCP Connectivity | Verifies TCP connectivity from your browser to Twilio's TURN servers |
If the TCP connectivity fails, it indicates that your WebRTC session did not establish a connection over TCP. Check the log output for more details.
|
| Bandwidth | Checks the number of simultaneous Twilio clients your network can support | Check the log output for the highest, lowest, and average bandwidth. This gives you the number of simultaneous Twilio connections that Twilio can support within your network. For example, consider a team of 20 agents uses PhoneBurner at the same time and if the result shows that Twilio supports only 12 simultaneous calls, there could be time lags, call quality issues, one-way audio issues, and a high possibility of call drops.
Having an increased bandwidth can resolve these issues. |
| Test call using PCMU |
Tests the browser's ability to make calls with Twilio Client.
This test requires permission to access your microphone, hence, make sure that your microphone access is not blocked. |
This test may fail if you have an older version of the browser or OS. So always, use an updated OS version and the latest version of Chrome or Firefox. |
| Test call using Opus | Test the browser's ability to make calls with Twilio Client. This test requires permission to access your microphone, hence, make sure that your microphone access is not blocked. |
This test may fail if you have an older version of the browser or OS. So always, use an updated OS version and the latest version of Chrome or Firefox. |
Testing Websockets
PhoneBurner uses WebSockets -- an industry standard technology -- to connect you to the dialer.
If you are unable to get a dial-in number to connect to the dial session, it may be that security software, or a firewall, is blocking the connection.
Please visit this website to see if you have any ports blocked.
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