How can we help?

Network Requirements: Firewall and Quality of Service (QoS)

Follow

For an optimal experience with Talkdesk, there are a few configurations in the firewall and Quality of Service (QoS) that need to be taken into account.

🛡 Firewall Configuration

Your firewall should allow outgoing UDP traffic from the browsers that will be using Talkdesk to the public internet, and allow return traffic in response. Additionally, please review these guidelines:

  • If your router supports QoS, prioritize the media IP ranges listed below;
  • If your router includes SIP Application Level Gateway (ALG) or Stateful Packet Inspection (SPI), disable both these functions;
  • Do not use a VPN as it will likely affect audio quality. If you do need to use a VPN, you can exclude the media traffic, applying a split-tunneling. It is important that this traffic goes directly to the internet.

Talkdesk-Specific Domains

Please exclude the following Talkdesk specific domains from inspection/policing on ports 80 and 443 wherever possible.

Domains:
USA Region:
- *.mytalkdesk.com
- *.talkdeskid.com
- talkdeskapp.s3.amazonaws.com
- td-prd-recordings.s3.amazonaws.com

Canada Region:
- *.mytalkdeskca.com
- *.talkdeskappca.com
- *.talkdeskidca.com
- talkdeskapp.s3.ca-central-1.amazonaws.com
- td-prd-recordings.ca-central-1.amazonaws.com

Europe Region:
- *.mytalkdesk.eu
- *.talkdeskapp.eu
- *.talkdeskid.eu
- talkdeskapp.s3.eu-central-1.amazonaws.com
- td-prd-recordings.s3.eu-central-1.amazonaws.com

Global:
- *.talkdesk.com
- *.talkdeskapp.com
- talkdeskapp.s3.amazonaws.com
- td-prd-recordings.s3.amazonaws.com
- *.testrtc.com
- ws-mt1.pusher.com
- ws-us2.pusher.com
- ws-us3.pusher.com
- ws-eu.pusher.com
- ws-ap1.pusher.com
- ws-ap2.pusher.com
- ws-ap3.pusher.com
- ws-ap4.pusher.com
- chunderwgll.twilio.com
- chunderw-gll.twilio.com
- chunderw-vpc-gll.twilio.com
- chunderw-vpc-gll-de1.twilio.com
- chunderw-vpc-gll-br1.twilio.com
- chunderw-vpc-gll-ie1.twilio.com
- chunderw-vpc-gll-jp1.twilio.com
- chunderw-vpc-gll-sg1.twilio.com
- chunderw-vpc-gll-us1.twilio.com
- chunderw-vpc-gll-us2.twilio.com
- chunderw-vpc-gll-au1.twilio.com
- eventgw.twilio.com
- matrix.twilio.com
- sdk.twilio.com
- media.twiliocdn.com
- static.intercomcdn.com
- ws.pusherapp.com
- sdk.split.io
- events.split.io
- notify.bugsnag.com
- cdn.logrocket.io
- cdn.lr-ingest.io
- cdn.lr-in.com
- *.logrocket.io
- *.lr-ingest.io
- *.logrocket.com
- *.lr-in.com

Note: The asterisk (*) means that it includes all subdomains of the domain.

 

The domains listed above are hosted on Amazon Web Services and Cloudflare. For more information about their current public IP ranges, please review Amazon and Cloudflare's documentation. Please note that Amazon/Cloudflare changes these ranges often, and services could originate from any address in these ranges.

Media IP Ranges

If you want to prioritize voice traffic and your router supports QoS, you can set up rules using the following media IP ranges:

Media:
USA:
- 54.172.60.0/23
- 34.203.250.0/23
- 54.244.51.0/24
Brazil:
- 177.71.206.192/26
- 18.228.249.0/24
Germany:
- 35.156.191.128/25
- 3.122.181.0/24
Ireland:
- 54.171.127.192/26
- 52.215.127.0/24
Japan:
- 54.65.63.192/26
- 3.112.80.0/24
Singapore:
- 54.169.127.128/26
- 3.1.77.0/24
Australia:
- 54.252.254.64/26
- 3.104.90.0/24
NetworkTest:
- 13.231.194.210/32
- 54.169.53.114/32
- 3.104.77.47/32
- 3.126.75.106/32
- 34.241.15.175/32
- 54.94.187.166/32
- 52.72.1.99/32
- 54.218.117.148/32
  • TCP: port 3478, 5349, 80, and 443;
  • UDP: port: 3478, 5349, and [10000 – 20000], used for media:
    • The client will select any available port from the ephemeral range: 1024 - 65535, typically used as an assignment for the client end of a client-server communication to a well-known port on a server.

Note: All port 80 traffic is redirected to HTTPS port 443.

 

🌍  Global low-latency

We recommend setting up all the above ranges, regardless of your location. Our service uses Global low-latency (GLL) routing to select the data center with the lowest latency. GLL region selection reduces audio latency in call scenarios where two or more parties are connected in a region.

image_1.png

Thanks to GLL, conference audio latency will be reduced in cases where two or more parties are physically close to one another, but far from the United States. For example, a call from Sydney to Sydney will see the greatest benefit from global low-latency, as the difference between a locally routed media path and a media path that routes through the United States is the greatest. A conference call where all participants are dialing in from European countries,  which is mixed in Ireland, will have lower audio latency for all parties compared to the same conference mixed in the United States.

 

🚦 Quality of Service: QoS Traffic Shaping

Voice traffic on an organization’s local area network is similar to data traffic, in the sense that it is transmitted as packets over different devices. The main difference between data and voice traffic is that data traffic has the ability to resend information if it initially gets lost in transit.

Voice traffic, on the other hand, cannot resend information because the packets must be received in order, as a continuous stream, for the information to make sense. As such, the way voice packets are treated in your network will have a significant effect on your call quality.

image_2.png

We recommend configuring your network in a way that voice traffic has higher priority than data traffic, setting up QoS rules based on the Media IP addresses listed above.

This will ensure that your calls have optimal audio quality, without having a noticeable effect on your data traffic.

  • Please reach out to your organization’s network / IT team to determine the best way to set up traffic prioritization.
  • If you do not have an IT team available, we suggest reaching out to your internet provider to check if prioritization can be configured on your network.

Additionally, Talkdesk enables DSCP by default with Google Chrome and Callbar, tagging WebRTC media packets, which enables differentiated handling on a LAN, so that real-time media can be prioritized above other network traffic. These will be tagged as EF (101110): Expedited Forwarding (46).

👉  For more information about setting up Talkdesk, please read Setting up Talkdesk: Requirements and Best Practices.

 

 

 

All Articles ""
Please sign in to submit a request.