Self Help: Telviva One

HomeSelf Help: Telviva One

Telviva One

User Guide

Overview

Telviva One is an all-in-one communication platform which provides a cloud phone (fixed and mobile), video collaboration and team messaging. It is a web-based softphone application allowing users to make and receive calls from their web browsers using Telviva.

Telviva One is a web-based softphone application allowing users to make and receive calls from their web browsers using Telviva. It allows users to leverage all the features offered on the Telviva platform, including call recording, conference calls and call transfers, and offers access to the free call community between all customers.

Telviva One fully integrates with various address books, offering contacts and calendar integration.

The application is accessible for free at https://one.telviva.com . Telviva One turns your web browser phone into your home/office phone in an instant.

Telviva Service-specific features and benefits:

  • Call transfers
  • Speed dialling
  • Call history
  • Speakerphone, mute & hold
  • Supports OPUS – G729 codec
  • Meetings & conferences
  • Team chat
  • Mobile softphone

Accessing Telviva One

To access Telviva One, open the following link in your browser: https://one.telviva.com.
We recommend using the Google Chrome browser, older versions of Internet Explorer is not supported.

Requirements & Networking Optimisations

Ports

Telviva One uses port 4433 and your network & firewall should allow traffic on this port.

In addition your device would have to have full access to https://one.telviva.com/api in order to access the required APIs

Routing

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

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

Wifi:

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


Latency: 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 minimise 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 minimise 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 optimised 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 prioritise 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 prioritise all voice traffic

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

  • network 197.155.248.128/25
  • network 197.155.249.128/25
  • network 197.155.250.128/25
  • network 197.155.251.128/25

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

Video Meetings

What Telviva One needs to be able to access to log in and for a call to work:

  • Note the use of websockets – both to collect Telviva “events” and for the webrtc for calls. Some customers may have a web proxy running – some older web proxy software is not compatible with websockets even though they are a standard.
  • address 197.155.248.84, tcp port 443: Used for access to the Telviva One backend services – straight https requests used, but also wss (secure websocket) connection for PBX events from Telviva.
  • rtcproxies (197.155.250.156/30197.155.248.156/30 to follow):
  • tcp port 4433: WebRTC connections (this is an encrypted websocket connection carrying SIP packets to and from JSSIP on the client system).
  • tcp port 3478: STUN and TURN service, a requirement for WebRTC.

Observations:

  1. TCP port 443 is the default port for secure http. It would be very unusual for that to be blocked; if it were blocked most websites wouldn’t work.
  2. TCP port 4433 is a fairly commonly used secondary port for secure http. But more likely that it is blocked. Might have to be unblocked on firewall.
  3. TCP port 3478 is for STUN/TURN, a requirement for all webrtc and also used by modern SIP phones to help deal with NAT. Should be opened.

A customer using a WEB PROXY would need to check that it is compatible with the use of websockets. Websockets are a web/internet standard (https://tools.ietf.org/html/rfc6455) which should be supported.

Installation Guide

Logging in, out and password reset

Logging in, out & Password Reset

You’ll see a screen like this to log you in:

Logging In

Once logged in, you should be directed to the Home Dashboard

Password reset

Logging Out

 

You can visit https://one.telviva.com/ from a desktop browser to log in on your own extension (login using your Telviva account details if necessary), or you can reset your password from this page.

Permissions & Notifications

There are various permissions to be set and in addition you can allow the browser to serve notifications at the operating system level.

Setting permissions and notifications

Microphone permission

Permission issues

Link Google Account

Permission in Safari

Making Calls & Call Management

Making a call using Telviva One works just like any other telephony app:

Making a call

Call History

Contacts

Transferring Calls

To transfer a call using Telviva One, go to the web phone at the bottom-right and dial a second number, or initiate another call from the Contacts tab. The original call will be placed on hold and offer options for transferring calls.

Voicemail

Voicemail

Voicemail settings

Custom voicemail greeting

Chat

Meetings

New meeting

Join an existing meeting

In meeting

DND

Options

Settings

Desktop Application

Download

Important to note:

The Telviva Desktop installed app is downloaded from https://one.telviva.com.

If the Telviva Desktop application is not supported by the operating system permissions or if internal company Software Restriction Policies are enabled to block new applications being installed, the user needs to request assistance from their internal IT Department, as Telviva cannot assist with company IT policies & configurations.

Help

FAQs

I can't log in, how do I retrieve my username & password?

Please see the section “Logging in, out & Password Reset” in the “Installation & Users guide” section above.

I can't hear the other party

Check your sound volume, mute settings and whether you are able to hear other sounds such as videos playing in the browser etc. If the sound is erratic, see the section about Requirements & Network above.

The other party can't hear me

Please check your microphone or headset first. You could use a tool such as sound recorder or your audio settings of your operating system to test sound input. If the sound is erratic, see the section about Requirements & Network above.

The call quality is poor

Please refer to the Requirements & Network section above.

I would like to enable Operating System level notifications of calls

Please follow the video instruction below:

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.

Acknowledgements

Props to @scruzmusic on freesound.org 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: