> ## Documentation Index
> Fetch the complete documentation index at: https://docs.wejam.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Connection Issues

> Fix roleplay calls that fail to start on corporate networks - connectivity checker, network requirements, and domain whitelisting for voice interactions.

If you can log in and use the web app but **roleplay calls won't start**, the most likely cause is that your corporate network blocks the WebRTC connection used for real-time voice. This page explains how to diagnose and fix it.

<Note>
  Run the built-in connectivity checker first:
  [app.wejam.ai/check](https://app.wejam.ai/check). **Microphone access** is
  required for a full test.
</Note>

## Symptoms

* You can log in and navigate the web app.
* A roleplay fails to start, or the call never connects.

## Likely cause

WebRTC voice traffic is not allowed on your company network, or the network blocks the signaling connection that starts the call.

## Background: how JAM uses the network

To load the web app, only **TCP port 443** (HTTPS) is required. To create low-latency voice-to-voice interactions, JAM uses **WebRTC** through the **ElevenLabs EU residency** network. The browser must be able to complete WebRTC signaling on TCP/443 and send media traffic over UDP.

* **ElevenLabs** powers the real-time voice AI. JAM connects to the ElevenLabs EU residency region for roleplay calls.
* Signaling uses HTTPS/WebSocket traffic on **TCP/443**.
* Real-time media uses **WebRTC UDP traffic**, including the standard dynamic UDP port range **49152-65535**. Restricting UDP to only `40000-49999` can prevent calls from starting.

## Debugging steps

1. **Run the connectivity checker.** Direct the user to [app.wejam.ai/check](https://app.wejam.ai/check) (microphone access required). This tests the connection end-to-end.
2. **Whitelist the required domains and ports** on the corporate firewall or proxy:

| Domain                                   | Protocol / Port                              | Purpose                         |
| ---------------------------------------- | -------------------------------------------- | ------------------------------- |
| `app.wejam.ai`                           | HTTPS, TCP/443                               | Web application (frontend)      |
| `api.wejam.ai`                           | HTTPS, TCP/443                               | REST API                        |
| `eu.residency.elevenlabs.io`             | HTTPS/WSS, TCP/443; WebRTC UDP `49152-65535` | ElevenLabs EU residency service |
| `rtc.eu.residency.elevenlabs.io`         | HTTPS/WSS, TCP/443; WebRTC UDP `49152-65535` | ElevenLabs WebRTC media         |
| `livekit.rtc.eu.residency.elevenlabs.io` | WSS, TCP/443; WebRTC UDP `49152-65535`       | ElevenLabs SDK WebRTC media     |
| `api.eu.residency.elevenlabs.io`         | HTTPS/WSS, TCP/443                           | ElevenLabs API/signaling        |

<Warning>
  For ElevenLabs domains, the firewall must allow WebSocket upgrades on TCP/443
  and WebRTC media traffic over UDP. Blocking either the signaling connection or
  the UDP media path can make a roleplay call fail before it starts.
</Warning>

## Network requirements (for IT teams)

JAM's web app enables voice-to-voice interactions using low-latency WebRTC connections, facilitated through ElevenLabs EU residency infrastructure. To ensure reliable operation, the following must be supported in the customer's network environment:

**Port accessibility**

* **TCP port 443** is required for HTTPS and WebSocket signaling.
* **UDP ports 49152-65535** must be allowed for WebRTC media traffic to ElevenLabs. This is the standard dynamic UDP port range used by WebRTC; observed calls may use ports such as `50674` or `53396`.

**Domain whitelisting**

* `app.wejam.ai` - web application
* `api.wejam.ai` - REST API
* `eu.residency.elevenlabs.io` - ElevenLabs EU residency service
* `rtc.eu.residency.elevenlabs.io` - ElevenLabs WebRTC media
* `livekit.rtc.eu.residency.elevenlabs.io` - ElevenLabs SDK WebRTC media
* `api.eu.residency.elevenlabs.io` - ElevenLabs API/signaling

Prefer FQDN-based allowlisting for ElevenLabs. Their infrastructure can resolve to changing IP addresses, so IP-only allowlists are more likely to break.

**Corporate network considerations**

Restrictive network environments, such as those common in corporate settings, may impede WebRTC connectivity. In those cases the customer is responsible for ensuring the network supports the required configuration, including allowing the domains above, WebSocket upgrades on TCP/443, and UDP media traffic in the dynamic port range.

**Diagnostic tool**

Use the built-in connectivity checker at [app.wejam.ai/check](https://app.wejam.ai/check) to diagnose connectivity issues. The page checks microphone access, the JAM API connection, an ElevenLabs WebRTC connection, and a short voice test through an echo agent. Microphone access is required for a full test.

## Related articles

* [Frequently Asked Questions](/external/coach/help-and-reference/faq) - including microphone and audio troubleshooting
* [Starting and Completing a Roleplay](/external/coach/user-documentation/roleplay) - how a normal call works
* [Jam Assistant: Call Connection Issues](/external/assistant/call-connection-issues) - same underlying network requirements, for Jam Assistant voice calls

***

*Last updated: July 2026*