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To ensure resilient and redundant voice communications, your firewall must allow outgoing traffic from the Conversations App to the Talkdesk Global Communications Network and allow return traffic in response to the Conversations App egress connectivity. Connections are always outbound from Talkdesk voice applications. Once a connection is established, data will be bi-directional. Note: Talkdesk will never initiate a connection from the Talkdesk Cloud or Talkdesk Global Communications Network to a Talkdesk client. 

1 - When a call is initiated, either an inbound call or an outbound call, the Talkdesk client sends a connection request to the Talkdesk Global Communications Network to establish a WebRTC connection.

2 - When the connection is established, bi-directional communications are allowed between the two voice endpoints, the Talkdesk user and the caller.

IP ranges and protocols are used to establish Web Real Time Communication (WebRTC) between the Conversations App, Talkdesk’s Global Communication Network WebRTC Gateway, and the Regional Cloud Platform. Therefore, must be reachable. If you want to prioritize voice traffic, and your router supports Quality of Service (QoS), you can set up rules using the media IP ranges below.

Please review these guidelines:

• If your router includes SIP Application Level Gateway (ALG) or Stateful Packet Inspection (SPI), disable both these functions.
• Avoid the use of a VPN, as encapsulating VoIP traffic within an IPSec tunnel could affect audio quality. If you do need to use a VPN, you can exclude the media traffic from the IPSec tunnel by applying split-tunneling. 
• It is important that the traffic from the Conversations App goes directly to the internet at the agent's physical location wherever possible to assure the lowest latency to our WebRTC Gateways and the highest call quality.

Media IP Ranges

Global Low-Latency

QoS Traffic Shaping

Additional Resources

Media IP Ranges

*For global geographical redundancy, Talkdesk utilizes multiple WebRTC Gateways and Locations.

• TCP: ports 3478, 80, and 443. Note: All port 80 traffic is redirected to HTTPS port 443.
• UDP: ports 3478 and 10000 – 60000, used for media: the client will select any available port from the ephemeral range.
• TCP/UDP: port 3478 is used for Talkdesk Network Test tool and Screen recording.

Global Low-Latency

Our service uses Global Low-Latency (GLL) routing to assign the closest WebRTC Gateway Location to the Agent with the lowest latency. GLL region selection reduces audio latency in call scenarios where two or more parties are connected in a region.

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 Talkdesk Regional Cloud. For example, for customers deployed on Talkdesk’s US Regional Cloud, 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. 

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.

We recommend configuring your network in a way that voice traffic has higher priority than data traffic, and 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 (Differentiated Services Code Point) by default, with Google Chrome, Microsoft Edge, and Conversations App, 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).

Related Articles:

• Implementing QoS on Windows Environments
• Firewall Configurations
• Talkdesk IPs Allowlist
• Setting up Talkdesk: Requirements and Best Practices