Troubleshooting Gong dialer network and connectivity issues

Running the Twilio network test helps verify that your connection meets the necessary requirements and shows you any potential issues with your connection. This test checks your network bandwidth, open ports, browser compatibility, microphone, and speaker functionality, ensuring a stable call setup.

The network test results are divided into two main sections:

WebRTC Diagnostics: Shows connection metrics.

Log Output: Provides detailed connection logs.

This information assists in identifying any connectivity issues that could impact call quality.

Twilio WebRTC Diagnostics

Use the WebRTC Diagnostics section to see Pass or Fail diagnostics. If you get any red Fail messages (particularly with UDP, TLS, or TCP), this may mean you have network issues.

If you’re making calls from an office, these errors happen because something is being blocked. Check that your company has opened the ports and whitelisted IPs and domains. If you’re working from a home network, make sure your setup or home router isn’t blocking ports. You may need to investigate your network further.

Any of the tests below Voice: Test call using Opus can be ignored.

Log Output

You can use the Log Output section for various audits. Some checks you can use to improve your connection:

• Color indicators: Logs in green are successful; red indicates an issue.

• Make sure the following logs appear in green. If they’re red, this can indicate a problem:

  • Successfully established a UDP connection to Twilio in ___ ms

  • Successfully established a TCP connection to Twilio in ___ ms

  • Successfully established a TLS connection to Twilio in ___ ms

• Bandwidth: Passes should exceed the minimum threshold shown, as these represent the lowest stable levels.

• Endpoint region: Check that the connection is correct for your location. While Twilio decide the best route to take, VPNs might misdirect this (e.g., connecting from Germany but routing to a U.S. endpoint). Regions should be one of the following: au1, br1, de1, ie1, jp1, sg1, us1. For more information about regions from Twilio, see Legacy Regions.

• RTT (Round Trip Time): Aim for 150ms or less.

• Jitter: Should remain under 20ms for smooth calls.

• Packet loss: Even a 1% loss impacts call stability.

If you get the error Group Room failed: No stats were able to be recorded, you can ignore it.