A working internet connection is required to operate Freshdesk Contact Center. Due to certain network issues, you may sometimes experience frequent call drops, have garbled calls, or one-way audio. Running a network test can help you troubleshoot network issues and quickly resolve them.
Freshdesk Contact Center provides an in-house network test tool to test your network connection. The tool runs network diagnosis and provides a detailed report on various network quality parameters that helps you easily identify and resolve common network issues with audio quality or check if any ports or domains need to be whitelisted.
Info: Check Network Requirements and Recommendations to see general guidelines and connectivity checklist for Freshdesk Contact Center. You can also contact firstname.lastname@example.org in case of queries.
Using the Freshdesk Contact Center network test tool
When you make/receive a call for the first time in Freshdesk Contact Center, you will be prompted to test your connection. This ensures your network is ready to make calls through Freshdesk Contact Center. However, you can always test your connection using the ‘Test connection’ button next to your call widget. When you hover over the ‘Test Connection’ button, you will see the last time you ran the test.
To test the connection:
Click on the ‘Test connection’ button next to your call widget. The page opens on a new browser.
To test your audio devices (speaker and microphone), click on the Record button and record your voice. Click on the Play button to view the audio test results.
Next, click on the Start button to test the bandwidth and DNS configuration. This entire test takes two to three minutes to run. A green check mark indicates a successful test connection.
Click on the down arrow to view the detailed results and to understand each test parameter, check out the section below.
Testing your connection from Freshdesk/Freshsales
Click on the phone widget inside your Freshdesk/Freshsales account.
Click on ‘Test your connection’ at the bottom right corner.
You will be redirected to the Freshworks network test tool where you can test your connection. For details check the section above.
For details on the network parameters, check Understanding Network Test Results.