Technical Requirements

Computer requirements

Why RAM matters for calling. 8 GB meets Shape’s minimum, but users who handle calls and transfers all day while running several Chrome tabs and other apps can run short on memory. When a computer is near its limit, calls and screens can lag. For these users, we recommend 16 GB as a baseline.

Browser requirements

Google Chrome is the supported browser for Shape. Use the latest version and keep it updated. Other Chromium-based browsers may work but aren’t officially supported.

In Chrome, make sure that for Shape:

• Pop-ups are allowed
• Microphone access is allowed
• Notifications are allowed
• Cookies and JavaScript are enabled

Use a computer for daily calling. The webphone can work in a mobile or tablet browser, but incoming calls only ring while Shape is open on the screen.

Internet and call quality

Speed matters, but for calling, a stable connection matters just as much. These numbers are per user.

Offices sharing one connection. Plan for about 1 Mbps of upload and download bandwidth for each active user, with 0.5 Mbps per user as the minimum.

What these terms mean:

• Latency is the delay between speaking and being heard. High latency causes lag and people talking over each other.
• Jitter is when voice data arrives unevenly. It can make audio sound choppy or robotic.
• Packet loss is voice data that never arrives. It causes gaps and dropped words.

Avoid hotspots and cellular data for regular calling. They aren’t built for steady, low-delay voice traffic.

Webphone requirements

• The latest version of Google Chrome
• Microphone access allowed for Shape, with pop-ups and notifications allowed
• JavaScript enabled
• Your network firewall must allow web traffic on ports 80 and 443, and allow UDP traffic between computers and the internet, since call audio travels over UDP

Best practices for call quality

Your network

• Use a wired Ethernet connection instead of Wi-Fi whenever you can, especially for high call volume.
• Choose reliable, high-bandwidth business internet, such as fiber.
• On Wi-Fi, limit how many devices share the network, and avoid large downloads or uploads during calls.
• Use a business-grade router with Quality of Service (QoS) features, and have IT check firewall and NAT settings for delays.

Your computer and Chrome

• Keep extensions to a minimum. Ad blockers, VPN extensions, and other calling extensions (such as RingCentral or Zoom) can interfere with calls or stop the call screen from appearing.
• Use a dedicated Chrome profile for Shape if you need lots of extensions for other work.
• Close apps and tabs you aren’t using to free up memory.
• Keep your computer updated, and make sure its clock is set to update automatically.

Your headset

Use a wired USB headset with a noise-canceling microphone. Wired headsets are generally more stable than wireless or Bluetooth headsets, which are more prone to driver issues, static, and dropouts. When troubleshooting audio, try a different headset to rule it out.

Check your setup with the Shape Phone Test

Shape has a built-in diagnostic that checks your setup in about a minute. Log in to Shape, then go to secure.setshape.com/phonetest.

The test checks:

• Browser compatibility and settings
• Internet connectivity
• Your headset and microphone
• Incoming call alerts and notifications

If anything fails, the test gives you a reference code. Share it with Shape Support so we can look into it quickly. See the Shape Phone Test guide for details.

Questions? Contact Shape Support at help@setshape.com or (888) 718-6344.