| Version | Date | Comment |
|---|---|---|
| Current Version (v. 22) | Aug 28, 2018 17:26 |
Helen Griffith: Updated WebRTC firewall configuration |
| v. 66 | Feb 06, 2024 13:35 |
Helen Griffith Added note about allowing media autoplay in Microsoft Edge (Chromium) browsers for WebRTC |
| v. 65 | Jan 23, 2024 11:52 |
Helen Griffith Added note about maintaining supported Salesforce packages |
| v. 64 | Jul 12, 2023 10:56 |
Helen Griffith Expanded "processor and memory" section |
| v. 63 | Jul 12, 2023 10:53 |
Helen Griffith Corrected names of Mac OS |
| v. 62 | Jun 12, 2023 10:59 |
Helen Griffith Updated supported Chrome OS release |
| v. 61 | Jun 09, 2023 11:51 |
Helen Griffith Added section on supported operation systems |
| v. 60 | May 31, 2023 12:55 |
Helen Griffith Minor changes to improve readability |
| v. 59 | Feb 09, 2023 17:58 |
Helen Griffith Added system requirements for Screen Recording in Vonage Contact Center (Vonage CC Screen Recording desktop application) |
| v. 58 | Dec 22, 2022 14:22 |
Helen Griffith Added link to further information about supported editions |
| v. 57 | Dec 20, 2022 14:27 |
Helen Griffith Minor update to section on supported browsers for WebRTC |
| v. 56 | Mar 24, 2022 16:02 |
Helen Griffith Added note regarding using IPv4 in prefix policies with WebRTC |
| v. 55 | Feb 16, 2022 11:46 | Helen Griffith |
| v. 54 | Nov 17, 2021 15:35 |
Helen Griffith Added bandwidth used by Screen Recording |
| v. 53 | Oct 20, 2021 13:04 |
Helen Griffith Added virtual environment support |
| v. 52 | Sept 06, 2021 13:44 |
Helen Griffith Removed references to IE11—IE11 is no longer supported |
| v. 51 | Jul 19, 2021 07:52 |
Helen Griffith Added WebSockets to list of web browser requirements |
| v. 50 | Jun 07, 2021 12:12 |
Helen Griffith Added Microsoft Edge (Chromium) as supported browser for WebRTC |
| v. 49 | Apr 13, 2021 12:50 |
Helen Griffith Updated IE11 section—IE11 is no longer supported |
| v. 48 | Mar 15, 2021 08:50 |
Helen Griffith Formatting |
| v. 47 | Dec 15, 2020 10:50 |
Helen Griffith Reformatted version history section |
| v. 46 | Nov 09, 2020 10:54 |
Helen Griffith Added "Where relevant, you must also add http://www.nexmo.com to your VPN client's proxy bypass list and then restart your agents' clients." |
| v. 45 | Nov 09, 2020 10:52 |
Helen Griffith Added new allowlist requirement for using VPN clients with WebRTC |
| v. 44 | Oct 28, 2020 14:39 |
Helen Griffith Added two IP addresses to Inbound VCC traffic sections |
| v. 43 | Oct 26, 2020 10:39 |
Helen Griffith Added 'Date and time settings' section |
| v. 42 | Sept 28, 2020 13:19 |
Helen Griffith Improved firewall-configuration section |
| v. 41 | Jul 02, 2020 15:56 |
Helen Griffith Updated to 'allowlisting' |
| v. 40 | Jun 24, 2020 15:27 |
Helen Griffith Added removal of support for Microsoft® Internet Explorer® version 11 from 01/01/21 |
| v. 39 | May 27, 2020 08:46 |
Helen Griffith Added clarification re. firewalls and port numbers for WebRTC configuration |
| v. 38 | May 20, 2020 15:18 |
Helen Griffith Corrected IP address link |
| v. 37 | May 13, 2020 14:29 |
Helen Griffith Added "All service endpoints are IPv4, IPv6 is not currently supported." |
| v. 36 | Apr 29, 2020 13:21 |
Helen Griffith Updated WebRTC firewall recommendations |
| v. 35 | Apr 29, 2020 13:20 |
Helen Griffith Updating product name (NewVoiceMedia to Vonage Contact Center) |
| v. 34 | Feb 26, 2020 14:53 |
Helen Griffith Added new IP addresses for emea firewall configuration |
| v. 33 | Jan 08, 2020 13:01 |
Helen Griffith Added more IP addresses for firewall configuration for WebRTC |
| v. 32 | Oct 15, 2019 07:37 |
Helen Griffith Added requirement for wired Ethernet connection and lack of support for virtual environments |
| v. 31 | May 23, 2019 09:57 |
Helen Griffith Added note re: not supporting Safari with Conversation Analyzer Analytics. |
| v. 30 | Apr 25, 2019 09:14 |
Helen Griffith Further clarification in Firewall Configuration section |
| v. 29 | Apr 23, 2019 07:39 |
Helen Griffith Fix link to Motivate page |
| v. 28 | Apr 23, 2019 07:36 |
Helen Griffith Modified WebRTC firewall section—refers to third party list of IP addresses |
| v. 27 | Feb 28, 2019 16:12 |
Helen Griffith Updated IP address for firewalls in EMEA |
| v. 26 | Feb 04, 2019 09:20 |
Helen Griffith Updated Safari support to latest version of Safari |
| v. 25 | Dec 17, 2018 13:56 |
Helen Griffith Added note regarding upcoming update to Safari support |
| v. 24 | Nov 19, 2018 10:29 |
Helen Griffith Firewall updates for Improved Disaster Recovery (DR) for NewVoiceMedia (NVM) User Logins feature |
| v. 23 | Sept 05, 2018 06:54 |
Helen Griffith Updates to outbound IP address for APAC and US + TLS reqs for Mid Call |
| v. 22 | Aug 28, 2018 17:26 |
Helen Griffith Updated WebRTC firewall configuration |
| v. 21 | Jul 02, 2018 12:18 |
Helen Griffith Updated Web Browsers section to reflect no support for Call Recordings, etc. in IE11. |
| v. 20 | Jun 04, 2018 11:05 |
Helen Griffith Updated IP addresses to whitelist for WebRTC |
| v. 19 | Apr 20, 2018 09:12 |
Helen Griffith Updates to processor and memory section, Added application acceleration information |
| v. 18 | Apr 18, 2018 12:22 |
Helen Griffith Updated Call Recordings port to 22 (SFTP) |
| v. 17 | Mar 08, 2018 08:34 |
Helen Griffith Various changes from ContactWorld --> NewVoiceMedia |
| v. 16 | Feb 01, 2018 10:29 |
Helen Griffith Added WebRTC for ContactWorld extension requirement |
| v. 15 | Jan 17, 2018 08:29 |
Helen Griffith Clarified WebRTC browser support |
| v. 14 | Jan 10, 2018 11:41 |
Helen Griffith Clarified WebRTC browser support |
| v. 13 | Dec 04, 2017 12:39 |
Helen Griffith Updated WebRTC section—must now add all IP addresses |
| v. 12 | Nov 14, 2017 11:35 |
Helen Griffith Corrected typo: licence --> license |
| v. 11 | Aug 07, 2017 15:34 |
Helen Griffith Added clarification to server- and client-side ports in WebRTC section |
| v. 10 | Jun 22, 2017 13:15 |
Helen Griffith Updated IP address for EMEA and WebRTC |
| v. 9 | Apr 18, 2017 07:06 |
Helen Griffith Added Firefox as a supported browser for WebRTC |
| v. 8 | Jan 19, 2017 13:40 |
Helen Griffith Amended Salesforce integration support for WebRTC. |
| v. 7 | Jan 05, 2017 13:31 |
Helen Griffith Updated WebRTC section: recommendations for alternative phones and requirement for Salesforce console. |
| v. 6 | Nov 16, 2016 08:49 |
Helen Griffith Updated WebRTC bandwidth from 6-8 kilobytes per second to 100 kilobits per second value |
| v. 5 | Oct 31, 2016 13:43 |
Helen Griffith Removed support for IE 9 and 10 |
| v. 4 | Sept 26, 2016 10:54 |
Helen Griffith Added Motivate section with link to Motivate install guide |
| v. 3 | Jul 19, 2016 06:57 |
Helen Griffith Added note regarding session settings in ContactWorld in Salesforce section |
| v. 2 | Jul 19, 2016 06:55 |
Helen Griffith Removing Microsoft® Internet Explorer® version 8 support from Summer 16 |
| v. 1 | Jan 05, 2016 14:55 | Helen Griffith |
NewVoiceMedia has made all reasonable efforts to ensure that the information contained in this document is accurate at the time of publication. The information in this document is subject to periodic change and applies to the latest versions of our products.
General requirements and recommendations
Processor and memory requirements
Your processor speed and RAM must meet the recommended specification for your operating system.
Screen resolution
1024 x 768 pixels
Firewall
NewVoiceMedia, including screen pops, requires port 443 (HTTPS)
SFTP access to call recordings requires port 22
Bandwidth
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.
- These bandwidth recommendations are based on call delivery through the PSTN and do not include VoIP (voice traffic). The voice traffic bandwidth is stated in the telephony section below.
- End users (agents, supervisors and wallboard users) regularly communicate both ways with the host data center. The recommendations apply to upload bandwidth as well as download bandwidth to maintain communication between end-user interfaces and the host data center. Whilst upload bandwidth requirements are not as great as download requirements, having sufficient bandwidth to upload files quickly ensures a good end-user experience.
Latency
Maximum 250 ms for optimum agent experience.
This latency recommendation is based on call delivery through the PSTN and does not include VoIP (voice traffic). The voice traffic bandwidth is stated in the telephony section below.
NewVoiceMedia in Salesforce
| Item | Requirement/recommendation |
|---|---|
Minimum version |
|
Salesforce license | The NewVoiceMedia managed package requires a Salesforce.com account to establish the API connection between Salesforce and NewVoiceMedia platform accounts You can dedicate this account to NewVoiceMedia or you can share it with other applications. A dedicated account is preferable, as it allows for greater fault finding and auditing without impacting other applications. |
| Session Settings | Sessions must not be locked to the IP address from which they originated. For information about this and other session settings, see Salesforce help. |
| Web browser | For information about required browsers, see Salesforce help. |
Number format | Telephone numbers within Salesforce should be in E.164 format (maximum is 15 digits). For information about the E.164 format, see E.164 format. The format of the number is required for dynamic call routing, screen popping and Click to dial. |
| API calls | 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. For information about user permissions required to run API calls, see ContactWorld API user permissions. |
| Data requirements | 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 NewVoiceMedia generates a Salesforce task record. Task records are 2 kilobytes (KB). |
| Salesforce CTI | We provide a Call Center definition file for you to import. The imported Call Center uses Open CTI. You do not need to install a CTI adapter. |
Connect
| Requirement | Details | |||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Data requirements | 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
Long lived custom objects
Example storage usage scenarioIn 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 Reporting
Item | Requirement/recommendation |
|---|---|
| Scheduled jobs | Advanced statistics requires four scheduled jobs. Salesforce limit is 100 jobs per organization. |
| Storage requirements | 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. 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)) + 4 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) + 4 MB = 21.6 MB |
Motivate
For information about prerequisites for Motitvate, see Requirements in Motivate Install Guide v1.
Telephony
| Item | Requirement/recommendation |
|---|---|
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). |
| Direct dial-in (DDI)/Direct inward dialing (DID) | 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. |
| Voice over IP (VoIP) | If using IP telephony provided by NewVoiceMedia, to achieve high-quality VoIP calls, your IP network has the following requirements:
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 | Most audio files in .wav format can be played. For information about the required audio format, see Recording and preparing audio used in applets. |
WebRTC
| Item | Requirement/recommendation | ||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Server-side ports—outbound traffic (packets leaving the customer's network) | Signaling: 443 Presence: 443 Real-time Transport Protocol (RTP): 10,000-20,000 | ||||||||||||||||||||||||||||||
Client-side ports— | Softphone selects any available port from the ephemeral range—on most machines ports 1,024 to 65,535. | ||||||||||||||||||||||||||||||
| Protocol | Signaling: TCP Presence: TCP RTP: User Datagram Protocol (UDP) | ||||||||||||||||||||||||||||||
| Bandwidth | 100 kilobits per second (kbps) (symmetric) | ||||||||||||||||||||||||||||||
| Firewall configuration | Your firewalls should allow UDP to and from the public internet for the browsers that will be using ContactPad with WebRTC. NewVoiceMedia's WebRTC servers use fixed IP addresses from a public range. The WebRTC client uses Global Low Latency (GLL) architecture. GLL reduces the latency of calls by selecting the closest IP address for WebRTC, but includes failover to another IP address if the closest one is not available. We recommend that you configure your firewall to allow all of the following IP addresses to prevent loss of service in case of failover:
NewVoiceMedia WebRTC servers use dynamic port numbers. We therefore strongly recommend that your firewall does not limit access to a specific range of port numbers for those IP addresses. | ||||||||||||||||||||||||||||||
| Supported browsers | Google Chrome™, latest version, using the WebRTC for NewVoiceMedia extension. We develop and test the WebRTC feature in the latest version of Google Chrome™ only. | ||||||||||||||||||||||||||||||
| Salesforce integration | WebRTC is only supported in Salesforce Lightning Experience and in the console view in Salesforce Classic. For information about Salesforce console, see Salesforce help. | ||||||||||||||||||||||||||||||
| Backup phone | All agents should have access to an alternative phone as a backup for WebRTC. | ||||||||||||||||||||||||||||||
| Alternative phone | We recommend that agents have access to an alternative phone for non-NewVoiceMedia related calls. | ||||||||||||||||||||||||||||||
Firewall Configuration
IP Addresses
The URLs of our data centers with corresponding IP addresses are shown in the following table. You must add the appropriate IP addresses to any existing firewall permissions.
We recommend adding the appropriate URLs and IP addresses to any firewall rules that restrict employee access, and we request that you treat NewVoiceMedia as a business critical application. By this we mean optimizing and prioritizing IP traffic to NewVoiceMedia over other non-critical traffic. This is to ensure real-time responses to agent requests (call steering buttons, call transfers, hold requests, and so on).
We recommend that any IP packet inspection or local caching policies are also reviewed, to optimize the user experience.
Outbound IP addresses
Outbound IP addresses are used for standard web access, for example agents and supervisors accessing NewVoiceMedia applications. All customers will need to allow this.
Inbound IP addresses
Inbound IP addresses are used when NewVoiceMedia interacts with an external system where IP whitelisting is in place. Such systems include Salesforce; a customer owned, or managed, server or service; and other cloud provider services.
Application acceleration
To improve performance and response time, we use a content delivery network (CDN) for some of our static NewVoiceMedia website resources. Your firewall must allow requests to and from cdn.newvoicemedia.com for supervisors and agents to access NewVoiceMedia applications. If your firewall does not support URL whitelisting, you must whitelist the IP addresses listed at http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips.
The list of addresses at http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips is subject to change.
| Region | Cloud | URL | IP addresses |
|---|---|---|---|
| All | |||
| All | cdn.newvoicemedia.com | http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips | |
| EMEA | |||
| Cloud 11 (primary site) | https://cloud11.contact-world.net | Outbound: 194.140.251.7 Inbound 194.140.251.4 | |
| Cloud 8 (secondary site) | https://cloud8.contact-world.net | Outbound 194.140.251.71 Inbound 194.140.251.68 | |
| USA | |||
| Cloud 17 | https://cloud17.contact-world.net (outbound) | 54.208.98.242 (inbound) | |
| Cloud 16 (California) | https://cloud16.contact-world.net (outbound) | 54.219.131.57 (inbound) | |
| APAC | |||
| Cloud 12 (Sydney) | https://cloud12.contact-world.net (outbound) | 54.252.173.50 (inbound) | |
| Cloud 14 (Singapore) | https://cloud14.contact-world.net (outbound) | 54.254.137.133 (inbound) 54.254.157.106 (inbound) | |