Self Help: Telviva Mobile

HomeSelf Help: Telviva Mobile

Telviva Mobile

User Guide


Telviva Mobile is a mobile softphone application i.e. an application allowing users to make and receive calls from their mobile phones using Telviva. Telviva Mobile allows users to benefit from reduced call rates across all networks and international destinations and enables one to make and receive office phone calls on your mobile phone, ensuring users are always available.

Telviva Mobile allows users to leverage all the features offered on the Telviva platform,  including call recording, conference calls and call transfers.

Telviva Mobile fully integrates with various address books, your mobile phone address book, Google Contacts and Telviva Shared contacts included. The application is available for free download through the Google Play Store and Apple App Store. Telviva Mobile turns your mobile phone into your home/office phone in an instant.

Telviva Service-specific features and benefits:

  • Reduced call rates across all networks, including international destinations
  • Enables:
    • Call transfers
    • Speed dialling
    • Call history
    • Speakerphone, mute & hold
  • Supports OPUS – G729 codec

Telviva Mobile additional features:

  • Interoperable with Android and iOS devices and all mobile networks and Wifi
  • Fully integrated with the phone’s address book
  • Auto-provisioning


Telviva Mobile will be offered to new and existing customers at no additional cost. It is a value add service which is included with Telviva One.

Whitelabel Partners can contact their Account Manager for costing.

Find and Install the Telviva Mobile Application

On iOS devices:

  • Open the Apple iStore app on the mobile device
  • Type “Telviva Mobile” in the search box.
  • Download the application.

On Android devices:

  • Open the Android Play store on the mobile device.
  • Type “Type “Telviva Mobile” in the search box.
  • Download the application.

* Telviva Mobile currently supports Android 7 and up, and Apple iOS 11 and up.
Also see the Installation section below.

Requirements & Network Optimisations


Your firewall should allow outgoing & incoming UDP to the public internet

We utilize Websocket connections so HTTPS / WebSocket / Secure RTP should be allowed


Local network conditions have the biggest impact on voice quality. Jitter, latency, and packet loss can be the biggest contributors to voice quality issues in any VoIP network.


Latency The time it takes the RTP (media) packets to arrive at the destination Causes media delivery delays, callers may speak over the top of each other.
Packet loss Packets that don’t make it to the final destination Causes gaps and cut-outs in media, callers may not hear the other side
Jitter Packets that arrive at the destination out of order Cause a ‘robotic’ distortion effect in media, or packet loss when overrunning the jitter buffer

High latency can substantially degrade a caller’s experience. While there will always be some latency between the codec algorithm, the jitter buffer, and network traversal, the goal is to keep this to a minimum. Callers typically start to notice the effect of latency once it breaches 250ms, and find latency above ~600ms to be nearly unusable. Here are some strategies to minimize latency on your network:

  • Some lower bandwidth fixed internet connections can often have higher latency. If possible, upgrade your internet connectivity.
  • Stick to high-bandwidth connections. Mobile networks such as LTE (mobile 4G Data) can often have high latency.

Jitter: Packet loss, most frequently jitter-induced packet loss, can make a big impact on your VoIP call quality. Wi-Fi can be particularly bad for creating jitter. Here are some strategies to minimize jitter on your network:

  • Reduce packet conflicts on Wi-Fi by reducing the number of devices operating on the same channel.
  • Avoid large data file transfers over the same Wi-Fi environment concurrently with voice.
  • Avoid buffer bloat, which can result in high latency, and bursts of jitter. We recommend ensuring your router is configured with the low buffer size, as high jitter cannot be masked by a buffer without introducing artificial delay, and often choppy audio.Note: Not all routers allow for configuring buffer sizes, but some routers ship with defaults which are not optimized for real-time VoIP networks. Open-source routers, enterprise-grade routers and gamer-oriented routers are good candidates for providing the right configuration options and defaults.

If you have addressed the above issues and continue to have jitter related impact on your voice quality, you may consider configuring your router with QoS rules to prioritize traffic on the above media UDP ports. Given the large range of UDP ports, you should only do this with prior consideration to what other traffic may be flowing in that port range.

Call quality

By following this guide, you can significantly improve quality of service for the wireless voice applications and reduce or eliminate dropped calls, choppy speech, fuzzy speech, buzzing, echoing, long pauses, one-way audio, and issues while roaming between access points.

3 key metrics for voice quality:

  • Network MOS – The Network Mean Opinion Score (MOS) is the network’s impact on the listening quality of the VoIP conversation. The score ranges from 1 to 5, with 1 being the poorest quality and 5 being the highest quality.
  • Packet Loss Rate – The packet loss rate is the percent of packets that are lost during transmission.
  • Interarrival Jitter – Interarrival jitter measures the variation in arrival times of packets being received in milliseconds (ms).

Below is a summary of the best practices to provide the best voice quality over wireless.

Perform a pre-install RF survey for overlapping 5 GHz voice-quality coverage with -67 dB signal strength in all areas. (Use Wifi Analyzer App)

If possible, create a new SSID dedicated to your voice over IP devices.

  • Set Authentication type to ‘Pre-shared key with WPA2’
  • Set WPA encryption mode to ‘WPA2 only’
  • Enable ‘5 GHz band only’.

Enable ‘Traffic shaping’ on the SSID to prioritize all voice traffic

SIP 5060 UDP / TCP – RTP 10000-20000 UDP – internal Network / UDP 65550 if Vibe goes via Firewall

  • network
  • network
  • network
  • network

Set DSCP to ’46 (EF – Expedited Forwarding, Voice)’ for RTP

Video Overview

Installation Guide

Download & Log In

Search for Telviva Mobile in the Apple App Store or Play Store & install (or follow the links)

On the first run you’ll see a screen like this to log you in:

You can visit from a desktop browser to log in on your own extension (login using your Telviva account details if necessary)

Alternatively, you can opt to use your username/password to log in to Telviva Mobile on the mobile device itself (using your Telviva system login).  * Note that root accounts are not supported

After login, you can select which extension you want to link if you have more than one.

Depending on your device you’ll be prompted for permissions to access the Microphone, Contacts etc.

On Android allowing phone calls is a bit roundabout at the moment, this will be addressed in a release soon

  • First set the contacts permission and allow Telviva Mobile to use your calling accounts
  • Also set the calls & Microphone access
  • For Android 10 you need to allow “Draw over other apps” to allow incoming calls to ring, please see the FAQ section for “Android 10”

Making Calls

To make a new call using Telviva mobile:

  • Go to the “Dialler” tab
  • Enter the number or extension you need to call
  • Click to dial

In Calls

Whilst you’re in an active call, you can:

  • Mute your your microphone
  • Switch to speaker
  • Place the call on hold

Transferring Calls

Attended transfers are possible in Telviva Mobile by having two active calls and transferring the one call to the other active call. This can be achieved by:

  • Have one call active or answer the inbound call
  • To transfer the active call, go to the “Dialer” tab and dial a second number or initiate another call from the “Contacts” tab
  • The original call will be placed on hold and once the second call has been answered, you will have options to transfer the call



Car kits act in various different ways.  Telviva Mobile is compatible with Bluetooth and wired services, but there are some limitations.


  1. If you had synced your contacts with the car, the additional contacts(Google, Telviva Shared, etc) won’t display on the car screen, since only names stored natively on the device are synced.
  2. Outgoing calls will be made using the device sim card unless it is set (Android only) to always make calls using Telviva Mobile


There are known issues with Truecaller presenting the wrong name to the user.  Telviva Mobile passes the correct name into CallManager. If Truecaller is enabled as your dialler that notification goes to Truecaller.  It seems to ignore the name we pass and does a lookup of some sort in their own database with a sloppy match.


So the short extension codes match arbitrary other Truecaller users.

We discovered that if you go into the Truecaller app and tap the “i” button next to the call, there is a little pencil by the name and you can correct it.

Having done that it will show the corrected name.

You can also go to Settings > Apps&Notifications > Truecaller and turn off “Phone app”. However when incoming calls came in, Truecaller still overlays a caller id display but without any name.

Our advice is to disable Truecaller in order to have a better experience with Telviva Mobile.

Android 10 Considerations

Android 10 requires additional permissions to wake up from doze when receiving incoming calls.  Below is a video that runs through the permissions required for Android 10 to function correctly.

How much data does Telviva VoIP use?

VoIP calls use under 1Mb per minute.
With 1Gb you should be able to make over 16.5 hours worth of calls.


Props to @scruzmusic on for their public-domain audio samples

I couldn't find my answer here, how do I contact support?

You are welcome to contact Telviva Support on the following channels: