Can’t hear any audio from a call? Your computer’s or network’s inability to connect to our VOIP provider, Twilio, or to a service that powers Live Call Studio called Keyscore, might be to blame.

To fix this issue, try the following:

• Compare results in different locations: home vs. office vs. cafe, for example. Alternatively, compare results on a different network, like using a cellphone as a wi-fi hotspot. Evaluating results can help identify whether the issue is specific to your location/network, or to your device.
• Compare results with VPN disabled vs. enabled, if applicable.
• Run the Salesloft Network Test. When that test completes, if you see a result like “connection with Twilio was interrupted,” work with your internal IT team to ensure your device/network can connect. 
• Check with your IT team to confirm the following:
  • The ports, domains, and IPs in the Firewall Configuration section of our Dialer Requirements article are allowed for the devices and networks used for work.
  • Connections to the “keyscore.io” domain are allowed.