Technical Requirements

Browser Requirements

• The latest version of Chrome (Chrome is the preferred browser for Shape Software)
• The latest version of Firefox (Firefox updates automatically to the most recent version)
• The latest version of Safari (Safari updates automatically to the most recent version)

Please note that although Shape will work on many browsers, Google Chrome is the required browser. You may experience issues when using other browsers that are not supported by Shape. Flash Player is not supported.

For the Shape Software supported browsers above, please ensure that your browser is set to accept cookies, pop-up blockers are disabled, and that JavaScript is enabled.

Operating Systems

• Windows 11
• macOS 13 Ventura

Flash Player

Minimum Flash Player 7 or above.

Monitor Resolution

To ensure proper rendering of Shape Software on your supported browser, we recommend that your monitor be set to a minimum resolution of 1280 × 1024 pixels or above.

Internet Connectivity & Bandwidth

• For Shape Software users, we recommend an Internet connection that supports a minimum of 10mbps and an additional 300kbps per user (both upload and download of available bandwidth).
• For Shape Software users with Dialer enabled, we recommend an Internet connection that supports a minimum of 10mbps and an additional 350kbps per user (both upload and download of available bandwidth) when utilizing a web phone or a VoIP desk phone. Note that this requirement does not apply when using a traditional landline or a cell phone.
• If the Shape Software dialer is being used with a traditional landline, 1 available inbound line per active user is required. The dialer will place one inbound call per agent in order to initiate an outbound dial to the lead.

Our Quality Assurance team constantly tests our products to ensure that all features are supported by the minimum technical requirements detailed above. Other system configurations may work but are not formally supported or tested by Shape Software.

Webphone Software

• Google Chrome 117, Microsoft Edge 117, Safari 16.5, and Firefox 117 (must use the most current versions).
• JavaScript must be enabled and pop-up blockers disabled.
• The firewall should be set to allow RTMP, TCP, and HTTP traffic on the following ports: 1935, 843, 80, and 443.
• Microphone access permission granted.
• The minimum available bandwidth for calling is a consistent 10mbps both download and upload.

Best Practices for Call Quality

VoIP call quality is influenced by several factors, including device software and hardware and the network a device is connected to. Below we explore the key factors that influence call quality on browser calls, and offer recommendations for improving call quality.

Network Characteristics

The network the device runs on has a big influence on call quality thanks to factors such as jitter and latency.

Jitter and Latency

VoIP calls involve the transmission of a continuous train of voice data packets. If the network is congested, some of the first packets sent may reach a recipient later than other packets. This out-of-order receipt of packets, known as jitter, can result in the audio sounding jumbled or robotic. Jitter is measured in milliseconds of delay, and jitter values higher than 30 milliseconds on WebRTC calls can lead to poor audio quality. High network congestion can also lead to packet loss, resulting in chunks of audio never reaching the intended recipient.

Latency, in the context of VoIP calls, is the spoken-to-heard delay in the transmission of audio. The major contributing factor to VoIP latency is the delay incurred in the transmission of voice packets from origin to destination. When this network latency is more than 300 milliseconds of round-trip time, call participants can experience audio lag.

Shape Recommends

To minimize network and device issues and improve call quality, Shape recommends:

• Using a high-bandwidth fiber connection from a reputable internet provider. Dedicated business internet connections generally come with guaranteed SLAs on bandwidth and latency.
• Using a physical Ethernet connection instead of Wi-Fi when possible.
• If using Wi-Fi, limiting the number of devices connected on the same channel.
• Using high-quality Wi-Fi routers built for enterprises or real-time gaming. Look for routers that come with advanced QoS features.
• Auditing your network firewall and NAT settings to check for transmission delays due to improper configuration.
• Avoiding large data transfers on the Wi-Fi network during calls.
• Limiting bandwidth per connected device to ensure an even allocation of total available bandwidth.
• Avoiding calls over cellular data connections (4G and older) as they are not optimized for low-latency traffic.
• Ensuring uplink and downlink bandwidth availability of at least 10mbps and an additional 350Kbps per user for voice transmission.

Network Firewalls

Voice data on VoIP calls is transferred over UDP. Ensure that your network firewall allows the transmission of UDP packets between client devices and the public internet.

Device Characteristics

Certain software and hardware device characteristics have a direct impact on VoIP call quality.

Browser and OS

The Shape Browser is tested and supported only for these browsers on their most current versions:

• Chrome on Windows, Linux, macOS, and Android (preferred)
• Firefox on Windows, Linux, macOS, and Android
• Safari on iOS and macOS
• New Microsoft Edge (based on Chromium) on Windows

Chrome for iOS and Firefox for iOS do not support WebRTC.

Device Hardware

While most modern PC and smartphone devices are more than capable of handling VoIP calls, incompatibilities between hardware components such as network drivers, audio cards, and other firmware components can result in unexpected issues with media handling. Attempting to reproduce issues on other devices should be a key step in your debugging process.

The Audio Input and Output Device

Shape recommends using quality headsets for browser-based calls. Headsets minimize echo by providing acoustic isolation between the speaker and the microphone. High-quality VoIP headsets with noise-canceling features can greatly enhance call quality in noisy environments by eliminating background sounds.

Wired headsets generally offer more stable sound quality than wireless or Bluetooth headsets. Wireless headsets are more prone to adapter and driver configuration issues, which can lead to static or white noise on calls. We recommend testing with a different headset, or with a built-in mic and speaker, when troubleshooting audio quality issues.

Should you have any questions or require further details, please do not hesitate to contact our Shape Software Support Team at support@setshape.com or (888) 762-7211.