This article provides details on the network requirements and recommendations for Freshcaller. To ensure that you have a successful working experience with Freshcaller, the network requirements must be followed without reservations; however, the recommendations are advised to be followed. This article is split into the following sections:
- Connectivity Checklist
- Bandwidth Requirements
- Firewall Configuration
- Best Practices and Recommendations
User Requirements:
It is expected that the user of this document understands the basic networking concepts and terminologies. If you do not have a dedicated network IT team, please contact [email protected].
Connectivity Checklist
Test your network connection using the Freshcaller network test tool
Ensure that the network test passes the network quality parameters (video tests are an exception). To understand the test results, check Understanding Network Test Results.
Ensure that you meet the bandwidth requirements.
Check the firewall configuration for the list of the IP addresses, ports, and domain names that need to be whitelisted and open.
Check the best practices and recommendations.
Bandwidth Requirements
To use Freshcaller, we recommend a minimum bandwidth of 40Kbps per agent per call to deliver a reasonable audio quality.
You can check the network speed using speedtest.net and send a screenshot with the results to [email protected]. Our service provider recommends an "A" rating from ping test for seamless voice data transmission.
If your router supports QoS, prioritize the ports and whitelist the IP addresses mentioned in the firewall configuration section below. This gives priority to Freshcaller in your network or the IP address making the client calls.
We also recommend you to enable DSCP for QoS. Enabling DSCP by default on compatible browsers (currently Google Chrome) tags WebRTC media packets, enabling differentiated handling on a LAN so that real-time media can be prioritized above other network traffic.
Firewall Configuration
If you have firewall restrictions, make sure to whitelist the IP addresses, ports, and domains listed below for the successful implementation of Freshcaller web and mobile apps:
1. Ports to be whitelisted
Component | Address | Destination Port (server-side port) | Protocol |
| Freshcaller Web App | |||
Signaling - GLL (Global Low Latency) | chunderw-gll.twilio.com chunderw-vpc-gll.twilio.com | 443 | TCP |
Signaling - Regional | chunderw-vpc-gll-{region}.twilio.com | 443 | TCP |
| Region | au1 | 443 | TCP |
| Region | br1 | 443 | TCP |
| Region | de1 | 443 | TCP |
| Region | ie1 | 443 | TCP |
| Region | jp1 | 443 | TCP |
| Region | sg1 | 443 | TCP |
| Region | us1 | 443 | TCP |
| Region | in1 | 443 | TCP |
RTP | Static IP range * | 10,000 - 60,000 | UDP |
Insights | eventgw.twilio.com | 443 | TCP |
| Freshcaller Mobile app | |||
| Signaling - GLL | chunderw-gll.twilio.com | 443 | TCP |
Signaling - Regional | chunderm.{region}.gll.twilio.com | 443 | TCP |
| Insights Gateway | eventgw.twilio.com | 443 | TCP |
| Registration Server | ers.twilio.com | 443 | TCP |
2. IP Addresses to be whitelisted
For Voice Media IPs, use a single global range - 168.86.128.0/18 with a UDP port range 10000-60000.
Note: Static IPs for all regions
Allowlist the following static IPs along with the below-mentioned IPs so your agents can access Freshcaller via VPN
- 162.159.140.147
- 172.66.0.145
3. Domains to be whitelisted
US Region
| Domain | Description | Protocol |
|---|---|---|
This is for presence and call notification. | Websocket (wss) | |
This is for presence and call notification | HTTPS (https) | |
Customer Account URL | Account URL | |
This is for Frontend assets and call recordings | ||
This is for Frontend assets | ||
This is for in-app chat inside Freshcaller | ||
This is for in-app chat assets | ||
This is for in-app notifications | ||
This is for headway assets | ||
This is for onboarding journeys | Websocket(wss) | |
This is for appcues assets | ||
This is for marketplace apps | ||
This is for Org URL assets | ||
Font CDN | ||
Javascript CDN | ||
This is for in-app chat | ||
This is for Reports | ||
| For Twilio (to enable agent call notification audio) | ||
| For Twilio | ||
| For image loading optimization | ||
| For analytics of traffic flowing through Cloudflare | ||
| For analytics of traffic flowing through Cloudflare |
Europe Central (EUC) Region
| Domain | Description | Protocol |
|---|---|---|
| rt-euc.freshcaller.com | This is for presence and call notification. | Websocket (wss) |
| rt-euc.freshcaller.com | This is for presence and call notification | HTTPS (https) |
| accounts.freshworks.com | Org URL(omnichannel bar and other org related things might be blocked if this is not whitelisted) | HTTPS(https) |
| Customer Account URL | Account URL | HTTPS (https) |
| s3.eu-central-1.amazonaws.com | This is for Frontend assets and call recordings | HTTPS (https) |
| assets.freshcaller.com | This is for Frontend assets | HTTPS (https) |
| wchat.freshchat.com | This is for in-app chat inside Freshcaller | HTTPS (https) |
| assetscdn-wchat.freshchat.com | This is for in-app chat assets | HTTPS (https) |
| heapanalytics.com | This is for analytics on frontend event tracking | HTTPS (https) |
| app.getbeamer.com | Beamer | HTTPS (https) |
| backend.getbeamer.com | Beamer | HTTPS (https) |
| static.getbeamer.com | Beamer | HTTPS (https) |
| eu.api.freshworks.com | Omnibar | HTTPS (https) |
| api.appcues.net | This is for onboarding journeys | Websocket (wss) |
| fast.appcues.com | This is for appcues assets | HTTPS (https) |
| rts-static-prod.freshworksapi.com | For Freshchat | HTTPS (https) |
| https://static.freshdev.io | For Marketplace app | HTTPS (https) |
| browser.sentry-cdn.com | sentry | HTTPS (https) |
| freshcaller-euc.freshreports.com | Reports | HTTPS (https) |
| static.freshreports.com | reports | HTTPS (https) |
| media.twiliocdn.com | For Twilio (to enable agent call notification audio) | HTTPS (https) |
| sdk.twilio.com | For Twilio | HTTPS (https) |
| ajax.cloudflare.com | For image loading optimization | HTTPS (https) |
| static.cloudflareinsights.com | For analytics of traffic flowing through Cloudflare | HTTPS (https) |
| cloudflareinsights.com | For analytics of traffic flowing through Cloudflare | HTTPS (https) |
Australia (AUS) Region
India (IN) Region
Best Practices and Recommendations
Channel Preference
Use a wired (LAN) connection instead of wireless (wifi). The wireless medium adds to the packet loss and can cause call quality issues and hence must be avoided.
If you use WiFi, reduce the packet conflicts by reducing the number of devices operating on the same channel.
Avoid transferring huge amounts of data in the same WiFi network as this adds to the latency.
Optimal Network Usage
Use high bandwidth internet connection as a lower bandwidth adds to the inherent latency involved in algorithmic processing, network traversal, etc.
Avoid using other applications in new tabs, which can consume a lot of bandwidth. It is recommended to avoid video/audio streaming apps like Youtube/Inventory-related software etc.
Browser Preference and Settings
Upgrade the browser to the latest version. Use the latest version of Chrome or Firefox
Clear cache/cookies regularly
Log out from each open application instead of closing the tabs or browser window directly.
Edit your browser’s site settings and allow Freshdesk websites under the Sound, Notifications, and Pop-up sections.
Limit the usage of tabs (too many tabs consume more RAM space)
Headset Preference
Opt for a high-quality wired headset. We recommend you to use a USB or 3.5mm headsets.
Bluetooth headsets can present unique challenges, as each headset operates slightly differently. If your headset came with a USB Bluetooth adapter, we recommend you to pair it with the included adapter rather than your device’s native Bluetooth receiver to avoid interoperability issues.
Sound settings
Reduce ambient noise such as nearby speakers, fans, exhaust, etc.
Adjust the microphone levels in your PC and ensure that it is not too close when you speak; having it too close may cause audio clipping.
PC settings
Do not run other processor-intensive applications in parallel to Freshcaller and ensure that your computer has resources available to process a call
Try disabling any antivirus software, if installed
Ensure that the hard drive and the OS in the PC are up to date.
Note: WebRTC APIs are browser-dependent, which receive audio information from the operating system and audio hardware drives.