Firewall Configuration for Video Calls (End-User Networks)

⚠️ Important - Audio is Required

For video calls to work correctly, the end-user network must also allow audio (WebRTC voice) traffic.

Before configuring video, please ensure audio firewall rules are applied:

Firewall Configuration for WebRTC Calls (End-User Networks)

If audio is blocked, video calls may fail to connect or will have no sound, even if video rules are correct.

Overview

This article describes the network and firewall requirements for end-users who want to make WebRTC video calls from our web application.

TrueEngage uses Vonage Video API for real-time video communication.

⚠️ Important

This configuration applies to end-user networks (customers, agents, employees).
This is NOT a Genesys configuration.
These rules are required on the user’s corporate firewall

Recommended Network Configuration (Vonage Video)

Vonage recommends allowing the following outbound UDP traffic for optimal video quality and reliability.

Required Ports

The following ports can be considered an optimal configuration and typically a domestic firewall will already be configured to allow these ports to be used for outbound initiated traffic. This configuration will give the fastest call setup time and the best quality video. It also allows for peer-to-peer connections in relayed mode.

Protocol	Port(s)
STUN	UDP 3478
TURN UDP	UDP 3478
Media ICE and SRTP	UDP 1025-65535
REST / HTTPS	TCP 443
TURN TCP	TCP 443
TURN TLS	TCP 443

ℹ️ Vonage Video relies heavily on UDP media traffic. Blocking or restricting UDP will significantly degrade call quality or prevent calls entirely.

Official Vonage Documentation

For the most up-to-date and authoritative requirements, please refer to Vonage’s official documentation:

👉 Vonage Video API – Network Connectivity Requirements

https://api.support.vonage.com/hc/en-us/articles/11117874324508-What-are-the-Vonage-Video-API-network-connectivity-requirements

Connectivity Test Tool

Vonage provides an online tool that allows end-users or IT teams to verify network connectivity before making a call:

👉 Vonage Video Pre-Call Test Tool

https://tools.vonage.com/video/precall

This tool checks:

UDP connectivity
STUN/TURN reachability
Media port availability
Browser WebRTC support

We strongly recommend running this test from the same network where video calls will be used.

Common Issues When Ports Are Blocked

If the required ports are not open, users may experience:

Video not loading
One-way video
Poor video quality
Frequent disconnects
Calls failing to start

Need Help?

If video calls still do not work after applying these rules:

Confirm that UDP traffic is allowed and not throttled
Run the Vonage Pre-Call Test Tool
Verify that audio firewall rules are also enabled

If issues persist, our support team can help validate the configuration.