How to use Twilio WebRTC test

Objective

Guide TSEs on when and how to use Twilio’s WebRTC test to evaluate a user’s network and browser environment when troubleshooting Outreach Voice issues. 

Applies To 

Outreach users reporting, one-way audio, dropped calls, and delays, robotic voice, or poor call quality.  

When You Shouldn't Use the WebRTC Test

The primary purpose of the Twilio test is to review if a call initiated from the user's device has successfully received within Twilio Servers. Specifically if there are any firewalls, VPNs, or middleware systems is completely blocking the user's request to Twilio servers. Technical support engineers should not use the network test as the only means to troubleshoot call quality issues. Two example on why we should not use the network test as the sole means. 

Example_1 

Traffic can still successfully reach Twilio servers and pass the tests while they are connected to a VPN (extra layer for voice packets to reach Twilio servers). This means that for the specific test we did, there may have been no issues; but in the grand scheme of the user's call history, VPNs would cause network issues for majority of the calls. 

Example_2

The test happens for a short period of time, and while the network test may show signs of good network (see the bullet points), it may be for the few seconds of testing. Twilio console on the other hand will provide more granular and in depth details historically for that user's calls. 

• Overall quality was: Excellent (4.42). 
• Packet Loss: [avg: 0%, min: 0%, max: 0%]
• Jitter: [avg: 0.5s, min: 0s, max: 1s] 

Procedure

Step 1: Ask the user to go into https://networktest.twilio.com/ 

Step 2: Ensure they allow microphone, camera, and sound access to the website:  

Step 3: After solving the captcha, the test is automatic, and will progress automatically. The bottom two tests will fail due to Twilio deprecating the testing scenerios for them. However, all others should pass.