STATchat Update

STATchat Update

7/3/2017

STATchat is a communication tool BlueCross BlueShield of South Carolina and BlueChoice® HealthPlan that lets you talk to a Provider Services representative over your computer through the internet connection. It provides you the opportunity to speak to someone about the claim you just researched on My Insurance ManagerSM, if you still have questions. 
 
We want to make you aware that we are transitioning the STATchat product to a new vendor, Twilio, effective July 21, 2017. The STATchat feature in My Insurance ManagerSM will no longer be supported by our current vendor, Tropo, after July 31, 2017. The transition to the new platform will improve your overall STATchat experience by enhancing the audio quality and connectivity. Please share this information with staff and/or technical persons in your organization to make sure you have a successful STATchat upgrade. 
 
What this means for you
You will need to prepare for this transition by updating your firewall settings and ensuring your internet browser meets the necessary requirements. If you do not make these updates, you will not be able to use STATchat after July 21, 2017. 
 
STATchat will upgrade to User Datagram Protocol (UDP) from Transmission Control Protocol (TCP). TCP will not be supported with Twilio and the option to switch protocols will be removed. The upgrade may mean you or your IT administrator will need to make some adjustments.
 
If you don’t have firewalls within your organization, you won’t have to do anything. Our system will automatically convert your protocol after the upgrade implementation. 
 
If your organization has firewalls, your IT administrator will need to configure your network and make it compatible with the new protocol.
 
System Requirements
  • Adobe Flash Player* 
  • A compatible web browser: Microsoft Internet Explorer 11 or EDGE*, Mozilla Firefox*, or Google Chrome*. 
  • A headset (recommended) or stand-alone microphone and speakers connected to your computer
*Must be a version currently supported by the manufacturer. 
 
Attention IT Administrators:
The STATchat tool will upgrade as of July 21, 2017. Please use this information to verify that your network is properly configured to be compatible with the new protocols.
 
Poor Audio Quality
If you have problems hearing the welcome message but the status on the STATchat window says “Connected,” please make sure your headset is plugged in and you've turned up the speaker volume. 
 
Firewall Configuration
Your firewall should allow outgoing UDP to the public internet from the browsers that will be using STATchat, and allow return traffic in response.
 
If your router includes SIP Application Level Gateway (ALG) function or Stateful Packet Inspection (SPI), disable both these functions for the *.twilio.com domain.
 
Bandwidth Requirements
For each concurrent call, allow WebRTC: 8 kB/s. This does not scale based on bandwidth. On browsers using Flash, fallback bandwidth requirement is 6 kB/s.
 
PC Headsets 
For lower end PC hardware, we recommend USB headsets, rather than 3.5mm jack headsets so that you bypass the native sound board. For machines with a higher-end integrated sound board the 3.5mm connection can be fine.
 
Port Requirements
Component Address Client-side port used Server-side port used Protocol 
 Signaling *.twilio.com  Any (1,024 to 65,535)  443  TCP 
 RTP 54.172.60.0/23,
34.203.250.0/23
Any (1,024 to 65,535)  10,000-20,000  UDP 

 

For Technical Assistance

 

We have a technical team ready to assist with your STATchat conversion. Call 855-229-5720 for help. We look forward to hearing you loud and clear with this upgrade!