Your Vonage Business services are dependent on the Internet. The quality of your connection and the speed at which information can be exchanged is critical to your network performance. Quality metrics like latency, jitter, and packet loss measure the accuracy, completeness, and success of information that is sent and received over your connection.
If you experience dropped calls, choppy or delayed audio, one-way or no-way audio, or even issues with fax, use this tool to evaluate your network performance.
Perform Test
For best results, run this test multiple times during both peak and off-peak hours.
NOTE: If you encounter any issues with downloading or installing this network quality test, see Troubleshoot Issues.
- Start Network Quality Test.
- Click the region closest to your location.
- Download the executable file based on your operating system (Windows, Mac, or Linux).
- Open the downloaded executable file (.exe, .dmg, or .tar) and run the Visualware BCS installer.
NOTE: If prompted, enable Firewall access to Public and Private networks. - Once the installation is complete, go back to the web page you downloaded the file from, then click Start Test.
- Update the following fields, then click Start Assessment.
| Company Name | Enter name of your organization. |
Number of Concurrent Calls
(2 to 1000) | Enter number of simultaneous calls handled during peak hours. |
NOTE: Click Yes if prompted to update your environment at the start of the assessment. An update takes up to 60 seconds and testing is initiated on completion.
Review Results/Next Steps
Your test results show the following metrics and where applicable, outline next steps.
| Test Information |
| Date/Time: | The Local Time the test ran (Not GMT). | | Connection Type: | The type of connection the test ran:
- WiFi for wireless
- Ethernet for a wired connection
| | Provider: | The ISP Provider. | | IP Address: | The WAN IP or Public IP. | | Country: | The country the customer is running the test from. | | Proxy: | A direct connection to the internet or they connect through a proxy. | | Server Location: | The location selected at the beginning of the test. | | Company: | The name entered before running the test. |
Clicking the View Test History link allows reviewing past tests and exporting an Excel CSV file with all the test results.
NOTE: The End User can download the report for as long as the browser cache is not cleared. |
| Capacity | Indicates range available to handle concurrent calls. |
| VoIP |
| Jitter | Manipulates latency and packet transmission in a network. Allows packets to arrive at their destination with different timing and possibly in a different order than what was sent (or spoken). High jitter can cause both increased latency and packet loss.
Next Steps:
If Jitter results are Red, reboot your Local Network Equipment. If the issue persists, contact your local IT or ISP provider to review network settings. | | Packet Loss | A packet contains data that travels over a network. Packet loss occurs when one or more packets fails to reach the intended destination, which happens for the following reasons:
- Bad cabling
- Over network utilization
- Packet Prioritization (QoS)
- Faulty Hardware (router, switches, phones, and so on)
- Circuit issues
Next Steps:
If Packet Loss results are Red, reboot your Local Network Equipment. If the issue persists, contact your ISP provider to review network settings. | | Latency | Defines the measure of delay in a call. It is calculated by measuring the round-trip delay between when information leaves point A and a response is returned from point B. Network transmission delay, congestion on the WAN or LAN, network equipment configuration or device issues are the most common contributors to poor voice quality.
Next Steps:
If Latency results are Red, reboot your Local Network Equipment. If the issue persists, contact your local IT or ISP to review network settings. |
|
| Firewall | These are the ports used by Vonage to monitor incoming and outgoing traffic based on our security policies. If these ports are not opened appropriately, voice traffic is blocked, which can cause No Way Audio or One Way Audio issues. |
Troubleshoot Issues
All status indicators are Green but I am still experiencing issues. What is the issue?
Contact Us for assistance.
The Visualware BCS Installer does not seem be running. How do I resolve?
- Check the Visualware BCS Connectivity Test.
- Check the status of the Visualware product based on your operating platform (Windows or Mac).
For Windows
Check Visualware BCS Status
- Open the Start menu.
- Search for Services.
- Search for Services under the Name field, locate the Visualware Application Manager, and view Status.
Check the DNS Connection:
Domain Name Service (DNS) is an Internet Protocol that translates domain names (like Vonagebusiness.com) to IP addresses. Some Internet providers (such as Verizon FIOS) have issues with the BCS domain name. This can be solved by changing the DNS Servers the computer uses to do lookups. We recommend using Google DNS Servers, which are 8.8.8.8 and 8.8.4.4
- Open the Start menu, select Settings, then click Network & Internet.
- Select Change adapter options.
| To change Ethernet Connection... | Right-click the Ethernet interface and select Properties. |
| To change Wireless connection... | Right-click the Wi-Fi interface and select Properties. |
Enter the password or confirmation if prompted. - Click the Networking tab, choose from the following connection types, then click Properties.
- Internet Protocol Version 4 (TCP/IPv4)
- Internet Protocol Version 6 (TCP/IPv6)
- Click Advanced, then click the DNS tab, jot down any listed DNS Server IP Addresses, remove from this window, then click OK.
- Click Use the following DNS server addresses, jot down any listed IP addresses under Preferred DNS Server or Alternate DNS Server, replace with Google DNS servers, then click OK.
| For TCP/IPv4 | 8.8.8.8 and 8.8.4.4 |
| For TCP/IPv6 | 2001:4860:4860::8888 and 2001:4860:4860::8844 |
- Run the Network Quality Tool again. If you continue to experience issues, Contact Us.
For Mac
Check Visualware BCS Status
- Open a new Finder window, then click the Applications option (on left).
- Open the Utilities folder, then double-click the Activity Monitor Application.
- Locate Visualware under the Process Name column and check status.
Check the DNS Connection:
Domain Name Service (DNS) is an Internet Protocol that translates domain names (like Vonagebusiness.com) to IP addresses. Some Internet providers (such as Verizon FIOS) have issues with the BCS domain name. This can be solved by changing the DNS Servers the computer uses to do lookups. We recommend using Google DNS Servers, which are 8.8.8.8 and 8.8.4.4
- Open the Apple menu, select System Preferences, then click Network.
If the Lock icon (lower left of window) is on, click the icon to turn off, then enter your password when prompted.. - Select the connection type that you want to set for Google Public DNS.
| To change Wi-Fi connection... | Select Wi-Fi, then click Advanced. |
| To change Ethernet connection... | Select Built-In Ethernet, then click Advanced. |
- Click the DNS tab, click the + (plus icon), then replace listed addresses (if any) with the Google IP Addresses at the top of the list.
| For TCP/IPv4 | 8.8.8.8 and 8.8.4.4 |
| For TCP/IPv6 | 2001:4860:4860::8888 and 2001:4860:4860::8844 |
- Click OK, then click Apply.
- Run the Network Quality Tool again. If you continue to experience issues, Contact Us.
Need More Resources?
For more information on how to optimize performance, see the following
