Technical prerequisites

Web browser

• Microsoft® Internet Explorer® versions 8, 9, 10 and 11

  If you are using the Mid-call Payment Transfer feature, your browsers must support a minimum TLS version of 1.1. You must manually enable TLS 1.1, and preferably TLS 1.2 in browsers on Windows 8 and older.

• Mozilla® Firefox®, latest version
• Google Chrome™, latest version

•  Apple® Safari® version 6.1.x and later

  For ContactPad and ContactHub only. You must configure your browser to always allow cookies.

Processor

ContactPad and ContactHub: 1 gigahertz (GHz) P4 (Windows PC and Apple Mac only)

Real Time: 2 GHz P4

Memory

ContactPad and ContactHub: 512 megabytes (MB) RAM

Real Time: 1 gigabyte (GB) RAM

Screen resolution

1024 x 768 pixels

ContactWorld, including screen pops, requires port 443 (HTTPS)

FTP access to call recordings requires ports 20 (FTP) and 21 (FTP)

ContactPad uses 8 kilobytes per second (KBps)

Real Time uses 16 KBps (based on 100 agent, 2 groups, and 2 queue icons)

Recommendation bandwidth = (number of ContactPad users x 8 KBps) + (number of Real Time users x 16 KBps)

A call center with 20 agents using ContactPad, 2 supervisors using Real Time and 1 wallboard user using Real Time will need: (20 x 8 KBps) + (2 x 16 KBps) + (1 x 16 KBps) = 208 KBps

You can use lower bandwidths, but lower bandwidths will result in slower refresh rates and a poor user experience.

Maximum 250 ms for optimum agent experience.

Minimum version

• Professional edition (Express and Essentials licenses only)—requires Web Services API
• Enterprise edition
• Unlimited edition
• Performance edition

Salesforce licence

The ContactWorld managed package requires a Salesforce.com account to establish the API connection between Salesforce and the ContactWorld accounts

Number format

Telephone numbers within Salesforce should be in E.164 format (maximum is 15 digits). For example, the UK telephone number 0123 456 7890, should be entered in Salesforce as +441234567890.

Phone numbers include:

• a + sign to indicate that the number is international
• a country code, such as 44
• a region code, such as 1234 (remove the leading zero if applicable)
• the subscriber number, such as 567890

The format of the number is required for dynamic call routing, screen popping and Click to dial.

Your organization must be enabled for API access. You must also operate within the API request limits set by Salesforce for your account.

As a guide, each read and each write to and from Salesforce makes one API call. For example, 100 calls make 200 API calls.

You must have enough Salesforce data storage available for your use. For information about data storage limits in Salesforce, see Salesforce help.

As a guide, each call made or received in ContactWorld generates a Salesforce task record. Task records are 2 kilobytes (KB).

Connect uses several custom objects to manage calls. Each custom object record costs 2 KB against your data storage limit. Many of the custom object records created by Connect are short lived and have a limited impact on your data storage limits; others, such as Dial List and Processed Dial Entry, live as long as you require them for reporting purposes and are not removed until you delete them.

Short lived custom objects

• Pending Dial Entry
• Active Dial Entry
• Dial List Processing Time
• Dial List Agent

Long lived custom objects

• Dial List
• Processed Dial Entry

Example storage usage scenario

In this scenario, a supervisor has created a single dynamic Dial List and assigned 50 agents. All 50 agents are actively working on the dial list and have, so far, completed 5000 calls and skipped 5000 calls. The dynamic Dial List cache size for the org is 500 and the dial list has just been refreshed filling the cache so that there are as many pending calls as possible. All agents take notes on the call and no call transfers occur.

Advanced statistics requires one scheduled job.

Salesforce limit is 100 jobs per organization.

You must have enough Salesforce data storage available for your use. For information about data storage limits in Salesforce, see Salesforce help.

By default, Salesforce stores 8 days' worth of statistics. The retention period is configurable.

Each active agent generates one statistics record per day.
Each call generates one statistics record.
Each statistics record uses 2 KB.
Advanced statistics generates up to 2 MB of rolling transaction logs. 

Use the following calculation to estimate your storage requirements:

(2 KB x (average number of calls per day + average number of active agents per day) x retention period (days)) + 2 MB

For example, if your call center receives an average of 1000 calls per day, with an average of 100 active agents per day, and you use the default retention period, use the following calculation to estimate your storage requirements:

(2 KB x (1000 + 100) x 8) + 2 MB = 19.6 MB

PSTN connectivity

A direct dial-in (DDI), also called direct inward dialing (DID), is required for each agent. We recommend that you do not reuse legacy or known DDIs (unless the DDIs are unknown to end customers).

The DDI may be on an existing private branch exchange (PBX), landline or mobile.

If using an existing PBX for voice connectivity, ensure that you are using basic voice connectivity only—you should disable hunt groups, voicemail, and forwarding. You must also ensure that you can accommodate sufficient channels for all your concurrent users.

If using IP telephony provided by NewVoiceMedia, you require a bandwidth of 64 kilobits per second (8 KBps) per phone. You should then achieve the standard VoIP quality of service. Quality of service metrics are:

• Latency (round-trip delay time): < 450 ms one way
• Jitter: < 60 ms
• Packet loss: < 1%

You can use Power over Ethernet (PoE) to power IP hardphones supplied by NewVoiceMedia. If PoE is not supported you must order separate power supplies for each phone, specifying which plug socket type you require.

Audio file format

Ports (server-side)

Signaling: 443

Presence: 443

Real-time Transport Protocol (RTP): 10,000-20,000

Signaling: TCP

Presence: TCP

RTP: User Datagram Protocol (UDP)

Firewalls should allow outgoing UDP to the public internet from the browsers that will be using the Softphone client, and allow return traffic in response.

NewVoiceMedia Softphone servers use dynamic IP addresses from a public range of IP addresses. We therefore strongly recommend that your firewall does not limit access to a specific range of IP addresses. The IP addresses used can be any of the IP addresses within the NVM platform. For a list of potential IP addresses, see https://ip-ranges.amazonaws.com/ip-ranges.json.

Outbound:

194.140.251.71
194.140.251.7
194.140.251.8
194.140.251.9
81.171.141.37
81.171.141.38
81.171.141.39
89.187.126.117

Inbound

194.140.251.4
81.171.141.34

Outbound

194.140.251.71
194.140.251.72
194.140.251.73
62.173.96.133
62.173.96.134
62.173.96.135

 Inbound

194.140.251.68
62.173.96.130

54.208.98.242 (inbound)
54.209.40.204 (inbound)

54.219.131.57 (inbound)
54.219.131.71 (inbound)

54.252.173.50 (inbound)
54.252.187.75 (inbound)