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Bandwidth Availability and Requirements

To determine how much of your current bandwidth is required to maintain good quality for voice calls, consider the following questions:

  • What is the data upload and download speed that your Internet Service Provider (ISP) delivers? Your ISP can confirm what bandwidth you signed up for. ISPs generally refer to bandwidth as an “up to” value, as in “up to 50 Mbps” or “up to 150 Mbps”.
  • What other services and applications on your network consume a portion of that available bandwidth?
  • How many concurrent calls do you expect to receive in your contact center?
  • What is your throughput? You can also monitor your bandwidth throughput through your router or access layer 3 switches.

Testing Network Bandwidth

Call centers that use webRTC technology need enough continuous bi-directional bandwidth to ensure call quality. For this reason, we recommend that you test your network connections.

  1. Log in to the platform
  2. Complete the Twilio Network Speed test to determine maximum expected concurrent call volume.
  3. Use the following calculation to determine the minimum required bandwidth:
    maximum expected concurrent call volume x 0.085 = estimated bandwidth needed (in Mbps)
    Example: 650 concurrent calls x 0.085 = 55.25 Mbps
  4. Calculate a safety margin by multiplying the number of expected concurrent calls by 100 kbps. A safety margin ensures that you can sustain the required bandwidth, even when your Internet service falters.
  5. Complete a WebRTC troubleshooting test to determine if any other settings need to be reviewed.

For example, 10 concurrent users require 1 Mbps (10 x 100 kbps x safety margin), which means that you should allow for 5 to 10 Mbps both up and down. Depending on the other services and applications using your Internet connection and on the capabilities of your router, 3 to 5 Mbps may be sufficient, or you may need to increase your bandwidth.

Bandwidth Requirements

No. of Concurrent Calls Minimum Bandwidth (Up & Down) Recommended Speed (Up & Down)
1 100 Kbps 3 Mbps
3 300 Kbps 3 Mbps
5 500 Kbps 5 Mbps
10  1 Mbps 5 – 10 Mbps

 

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