Get your network Jive-ready!
Jive strives to provide you with reliable VoIP service – with high call quality. Your local network is a vital component to providing you that high quality. Because your system is in the cloud, the majority of what you need is located outside of your office.
The only things you need are:
- Stable high speed internet access
- The right configuration for your network components
- Reliable network equipment
- Good cabling to your phones
Your Network Components
In order to implement Jive successfully, it is paramount to have your network set up correctly.
If you’re making the switch to Jive from a traditional phone system, you’ll need to make sure your Internet connection has the additional bandwidth and stability needed to support a real-time application like VoIP for the increased load for voice.
- Bandwidth: You’ll need roughly 82.5kbps for each concurrent call, both upload and download. For example, 10 phone calls would require a dedicated 825kbps up/down.
- Latency: The average time it takes packets (audio) to travel from Point A (phone) to Point B (Jive Cloud) and back. To avoid issues with call delay and call quality, it is recommended that latency does not exceed 100ms on average.
- Jitter: The standard deviation for latency. Real-time applications like VoIP have to discard packets that arrive late or out of order. A realistic expectation for Jitter would be less than 10ms; anything higher would be problematic.
- Packet Loss: Packets lost in transit would equate to lost audio and signalling. Packet loss should be less than 0.5%; anything higher would be problematic.
How to test your connection: Jive can do this for you! You can use Jive View™ to test if your system will work well prior to implementation. Jive View is a small application that runs in the background which provides valuable networking data in regards to using VoIP. You can learn more about Jive View and download the application for free here. Your Project Manager can assist you in the setup.
For those who like a more hands-on approach, you can test for these metrics by using sites like speedtest.net. Test to a central location (like Chicago or Dallas-Fort Worth) to get an idea of what your connection looks like during peak hours.
Learn more about your Internet Connection Requirements.
If you’re using a modem/router combination device, you’ll need to check with your ISP to set that device to pass-through or bridge mode. You’ll also need to add a router to your local network.
You’ll need a business or enterprise-grade router that provides common networking protocols like DHCP, NAT, DNS, and QoS. If you are a smaller business, Jive can provide a ReadyNet router or recommend other routers that are more cost effective. You can check online if your router will work with Jive, or contact us! Our technicians can let you know if the device you have is capable of working with Jive, or if you need to replace it with equipment that will. They would love to help you set up your router or you can go to a Jive’s Router Configuration guide, online. If you require having a firewall, whether built-in or as a separate device, you may need additional help with setup and configuration for Jive to pass through to the phones.
Learn more about VoIP QoS.
Switches that have VoIP specific settings or managed switches (Layer 3) may need additional configurations to work with Jive:
- VLAN Assignment
- Most phones phones support static VLAN ID tagging for trunking.
- Most phones support LLDP-MED for auxiliary or voice VLAN configurations.
- These settings can be found in the Administrator Guide for your phone model. Please contact Jive for any assistance to get your device setup properly.
- Power over Ethernet (POE) switches need to be able to provide sufficient power for the number of phones you plan on running on that switch. You’ll need to check the power output of the POE switch, and the power consumption for each phone you plan on having on the switch (this info can be found in the Administrator Guide for your phone), and making sure that the POE power output is greater than the power consumed by the phones on the switch. Depending on how many phones you have, you may need to add POE switches to your network to power all of your phones adequately.
- Example : The power consumption for a VVX 500 is 5.0W. 10 phones x 5.0W = a PoE switch that has at *least* 50W.
- Max power consumption for any phone would be 15.4W, which can be used as a safe upper limit if you can’t find specific power consumption information for your phone model.
For optimal speed and reliability, your network should be connected using cat 5e or better Ethernet cables, throughout the entire network. Old cables, or cables in disrepair should be replaced, and any cables you have doubts about should be either tested or replaced.
Once your network is setup and configured properly, you can begin connecting your phones using the LAN port on the back of the phone. Some phones support daisy-chain connections from a switch port on the back of the phone to a workstation. This port is usually labeled PC or COMP. Phones will then need to be provisioned to work properly, which will be covered more in-depth in the Phone Installation section of this onboarding guide.
Getting Help with Network Issues
If you begin to experience any call quality issues with your Jive service, gathering certain information can really help speed up and pinpoint the troubleshooting process:
What problems are you experiencing?
- Choppy sound
- Dropped calls
- One way audio or no audio
When did it happen?
- Date and time of the call
- All phone numbers and extensions associated with the call
Small Accounts 2-99 Users
Please contact Customer Support to speak with one of our technicians about any network-related issues or non-standard hardware or software issues, such as call quality.
Phone: 801-717-1556 or dial 611 on your Jive phone
Support is available 24 hours a day, 7 days a week.
Enterprise Accounts 100+ Users
Please contact your Project Manager to speak with your assigned Field Engineer about any network-related issues or non-standard hardware or software issues, such as call quality.
If you want to learn about the best practices and tools that will help you get the most from your service and how your routers and Internet connection contribute to overall call quality you can visit Quality of Service (QoS). Jive also has steps to help you troubleshoot any call quality issues.
Service Status Site
Although rare, if you’re noticing a service disruption to your account or are simply feeling curious, you can get more information from the site at status.jive.com.