Healthdirect Australia Help Center

    Network basics for Video Call

    Who - IT support staff

    The Video Call system is designed to work in as many different corporate/institutional networks as possible, with little-to-no need for special network configuration.

    Port access

    Each Video Call user's desktop or laptop computer must have access to the Internet via secure port 443. This port is used for secure web browser communication and is the same access requirement as for other secure internet websites.

    Signalling access

    The Video Call Management Console's background real-time signalling uses secure Websockets in the first instance, and long-polling when Websockets cannot get through a proxy or firewall setting. Long-polling holds web connections open for up to 3 minutes, to allow messages to be sent to the user side as they occur.

    Video Call relay servers


    Video Call relay servers - technically, Traversal Using Relays around NAT (TURN) servers - have several important functions:

    • Provide a common, well-known internet address that web browsers can connect to if they are unable to establish a valid peer-to-peer connection
    • Act as a protocol converter from TCP to UDP, should a web browser not be able to obtain network egress via UDP
    • Act as an endpoint for a web proxy tunnelling connection, should a web browser not be able to route to the relay server on the required UDP or TCP port.

    The relay process cannot inspect the encrypted media data; it only forwards the data to the negotiated endpoint.

    Is latency an issue with Video Call relay servers?

    Relay servers are deployed in several regions, and the closest to participants is automatically used. Variable latency can occur, depending on the location of call participants in relation to the relay server being used for that call.

    Network readiness

    The Precall test will check the various network and device settings that are used in making a call.

    This includes:

    • Checking your local device setup, such as your camera, microphone, browser and speakers
    • Testing connectivity to all our call servers
    • Collecting statistics relating to your network connectivity and quality
    • On conclusion of the tests, the results will be analysed and you will be presented with recommendations and advice for troubleshooting any potential issues.

    Can’t find what you’re looking for?

    Email support

    or speak to the Video Call team on 1800 580 771

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