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Setting up Talkdesk: Requirements and Best Practices


To ensure a smooth experience with Talkdesk, you can find below a list of requirements and best practices that you need to keep in mind when setting up your hardware, software, and network.

✔️ Getting Started: Checklist

  1. Review the operating environments that the agents will use;
  2. Make sure everyone is using a wired headset with the best configuration;
  3. Connect via Ethernet and read the recommendations below for VPN/VDI usage;
  4. Where will the Agents work? Depending on whether it's home or the office:
  5. Test your connectivity using our Network Test Tool.

Please continue reading for more details.


💻  Supported Operating Environments 

When setting up the operating environment to work with Talkdesk, please review these requirements:

  • Operating System (OS): Windows 10 / OSX 10.14+ / Linux 64bit (Debian 9 or Red Hat 8 based distros) / Chrome OS;
  • RAM: Recommended 8 GB of RAM;
  • CPU: Intel i5 / AMD Ryzen 5;
  • Browser: Google Chrome configured as the default browser and updated to the latest version;
  • Security: If you use any software or Proxy that can block applications, please include Callbar in the allowlist.
  • Virtualization: avoid using the Callbar usage inside a VDI and read the recommendations below for VDI usage;

🎧  Headsets

When choosing headsets to handle calls with Talkdesk, please consider the following:

  • We recommend using a wired headset with a 3.5 mm jack (analog) port;
  • You can use a USB headset but this option will consume resources from your computer;
  • We also do not recommend Bluetooth/Wireless headsets for professional long-term usage:
    • The battery level is a factor on these devices (the lower the battery, the lower the range);
    • Being a wireless device, it suffers from interference from other wireless devices in the area;
    • Bad reception or increased latency is common, which could falsely point to a network issue.
  • If you use Windows OS, follow the recommended settings for Callbar.

📎  Learn more about the headsets that we recommend here.


🌐  Network

Internet Bandwidth

Make sure that enough bandwidth is reserved to work with Talkdesk:

  • A good rule of thumb is a 1Mbps symmetrical connection per device;
  • Avoid having other people using/sharing your bandwidth while you are on a call, especially if it involves activities that consume a considerable amount of bandwidth, such as:
    • Streaming multimedia content (4K/HD/Full HD Movies);
    • Online gaming;
    • Downloading large content (such as torrents).
  • Disable recordings on any DVR / Set-top boxes, as these can consume bandwidth.

Connection best practices

Make sure to follow these guidelines regarding the type of connection:

  • Ethernet is the preferred connection type. Use a Cat 5E cable, or above;
  • Set the following DNS servers (if possible):
    • Primary DNS:
    • Secondary DNS:
  • Avoid using VPN (Virtual Private Network). If you do need to use a VPN, split tunneling must be configured in order to ensure that all traffic from Callbar is routed directly to the internet instead of through the VPN;


  • Avoid VDI (Virtual Desktop Infrastructure) or Remote environments.

Although practical from a systems administration perspective, virtual/remote desktop environments are still a suboptimal solution when it comes to real-time voice as users are much more prone to suffer call quality constraints. From a network perspective, it is something we advise against.

For best results, Talkdesk recommends that customers:

  1. Move the agents from the VDI environment / thin clients to local dedicated desktop machines;
  2. Configure Callbar to "Connect to External Device" and:
    2.1. Receive the calls on an External Phone, for example, the agent cell phone (possible call costs associated with this setup);
    2.2. Receive the calls on a SIP Phone.

Successful usage of Talkdesk's Callbar in a VDI environment may require significant tuning and additional testing at scale to be carried out by the customer's system administrator(s) / VDI provider(s).

Office and Home

If you and your agents are:

Using Wi-Fi as a Temporary Solution

⚠️  While Wi-Fi offers convenience, it can lack reliability for voice communications as it's influenced by many factors:
  • It does not send and receive traffic at the same time (Half-Duplex), which can affect the jitter, making the voice seem robotized, and will at times increase latency;
  • Some AP (access point) versions are only able to connect to one device in the network at a time (if you use more devices, you will have more latency);
  • It’s a shared medium. The common 2.4 GHz band is used by many other home devices and can frequently suffer from signal interferences.


As you can see in the above image, Wi-Fi is prone to packet loss, latency variation, and jitter.

If you are waiting for an Ethernet or PLC (powerline) adaptor and need to use Wi-Fi temporarily, please follow these guidelines:

  • Use the latest standards (> Wi-Fi 5 IEEE 802.11ac) with MU-MIMO support and the 5 GHz band, as opposed to the 2.4 GHz. This will reduce the range but decrease the probability of environmental interference;
  • Connect as few devices as possible to the same AP, to better concentrate and serve your own;
  • Upgrade to a mesh AP network. It allows reachability from several points in the home and repeats the traffic between the cells. This way, the packets are not lost if a specific area is affected.

📎  Learn more about why we recommend Ethernet here.


🎛️  Final Step: Testing your Network Connection

Finally, you can test the quality of your network connection by using the Talkdesk Network Test Tool.


Metric Required Recommended
MOS Score > 4.2 > 4.3
Jitter < 30 ms < 10 ms
Packet Loss < 3 % < 1 %
Round Trip < 200 ms < 100 ms

If you face any call quality issues or the test results are not as expected, you can reach out to our support team, by submitting a request here.


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