Network checklist for your IT team

Hand this page to whoever manages your router, firewall and switches. It covers what to review on your side of the network so voice has a clear path to CallSprout. We don't publish firewall values here. Ask support for them before you build rules.

Some labels in your portal or apps may look slightly different from this guide.

Give voice traffic priority

A call uses two kinds of traffic. Signaling sets up and ends the call. Media carries the audio. Mark both so your equipment can handle the audio ahead of downloads and video streams.

Apply these on your router, firewall or managed switches. We haven't confirmed whether CallSprout phones add the markings themselves, so ask support if you aren't sure whether to match them or set them.

Priority rules only affect equipment you manage. They don't change how traffic is handled on the public internet.

Allow CallSprout traffic

Your firewall needs to allow CallSprout's voice signaling (SIP) ports, its voice audio (RTP) ports and its server addresses. Contact CallSprout support for the current values, and say whether your rules go on a router, a firewall or both.

Plan your bandwidth

Plan for about 100 kbps in each direction per call. Multiply by the number of calls you expect at the same time, and leave room for everything else your office does online. Use the slower of your upload and download speeds when you count. If the total comes close to your connection's speed, ask CallSprout support to confirm the figure for your setup.

To measure your connection, run the connection test from a computer on your office network. It reports speed, latency, jitter and packet loss.

Check SIP ALG

Some routers have a setting called SIP ALG that rewrites voice traffic as it passes through. Look for it in your router's settings. We haven't published guidance on what to set yet, so ask support before you change it.

Test after you make changes

1. 1
   Step 1:

   Place a few calls

   Call from a desk phone and from an app, and listen for dropouts or silence on either side.
2. 2
   Step 2:

   Try the echo test

   From a desk phone, dial *398 to check audio.
3. 3
   Step 3:

   Check the numbers in Communicator

   During a call, open the call quality panel and note the latency, jitter and packet loss.
4. 4
   Step 4:

   Tell us what you changed

   If a problem remains, contact support with the rules you added and the time of a bad call.

These settings don't guarantee call quality, because your internet service plays a part too. If audio still breaks up, see Fix choppy or one way audio.