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NewVoiceMedia Vonage 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
For information about requirements of specific Vonage Contact Center features or products, see the relevant sections in this page or in the documentation for those features or products.
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Web browsersFor all browsers you must enable the following:
We support the following browsers:
We do NOT support Apple® Safari® on an Apple Mac when using the Mid-Call Payment Transfer solution or Conversation Analyzer Analytics. We do NOT support privacy mode in any browsers when using ContactPad. |
Operating systems
We support the following operating systems and versions:
- Windows:
- Windows 11
- Windows 10
- Mac OS:
- Mac OS 13 (Ventura)
- Mac OS 12 (Monterey)
Chrome OS: latest long-term support channel (LTS) release
Note title Screen Recording We do not currently support Screen Recording in Chrome OS.
Processor and memory
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Your processor speed and RAM must meet meet the recommended specification system requirements for your operating system. You must also ensure that they meet the specifications required for any applications and browsers you use.
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)
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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
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Connections
To meet the demand of real-time communications and avoid call quality issues, you must use a wired Ethernet connection rather than a wireless connection.
Virtual environments
Vonage Contact Center has been verified to work with virtual desktop infrastructures (VDI), Citrix Workspace and VMware Horizon. Vonage therefore supports VCC in these VDIs as long as the issue in those environments is reproducible in a non-VDI environment. If you are unable to reproduce an issue in a non-VDI environment, Vonage will provide best-effort support, and refer you to your IT support team, provider (Citrix or VMware), or both, for additional support. Other VDIs are not yet supported.
Date and time settings
Accurate time is important for the correct operation of Vonage Contact Center (VCC). Ensure that computers used with VCC have their time correctly set; we recommend that you synchronize the date and time with an external time source such as a Network Time Protocol (NTP) provider.
Vonage Contact Center in Salesforce
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To ensure Vonage Contact Center continues to function correctly, you must maintain supported versions of integrated Salesforce packages. We cannot support deprecated or retired versions. |
| Item | Requirement/recommendation |
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Minimum version |
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Salesforce accounts and licenses | The |
Vonage Contact Center managed package requires a Salesforce.com account to establish the API connection between Salesforce |
and Vonage Contact Center accounts.
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All of your Salesforce users must have a Salesforce license—other than a Communities license—to use |
Vonage Contact Center in Salesforce.
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| 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 |
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| 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 Vonage Contact Center 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
Data requirements
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For information about prerequisites for MotitvateMotivate, see Requirements in Motivate Install Guide v1the relevant sections in Motivate.
Screen Recording in Vonage Contact Center (Vonage CC Screen Recording desktop application)
The Vonage CC Screen Recording desktop application requires a stable internet connection. In addition, the application has the following system requirements:
Bandwidth
The minimum bandwidth required for screen recording is approximately 200 KBps for each screen being recorded.
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| This is only a guide — actual bandwidth used depends on what the agent is doing on their recorded screens; recording screens that include videos will require a much larger bandwidth than recording a static screen. |
RAM
2 GB
Disk space
The installation directory needs approximately 300 MB.
Telephony
| Item | Requirement/recommendation |
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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 NewVoiceMediaVonage Contact Center, 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 Vonage Contact Center. 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. |
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| NewVoiceMedia Vonage will provide additional IP and port information where relevant for your location. |
WebRTC
Additional requirements for using WebRTC
194.140.251.7
194.140.251.14
194.140.252.7
194.140.252.14
81.171.141.37
81.171.141.44
89.187.126.117
194.140.251.71
194.140.251.84
194.140.252.71
194.140.252.84
62.173.96.133
194.140.252.4
81.171.141.34
89.187.126.114
194.140.251.68
194.140.252.68
62.173.96.130
107.23.216.122
18.208.11.69
54.176.97.247
54.176.165.234
54.209.40.204
54.219.131.5754.219.131.57
54.219.131.71
54.219.131.71
13.236.101.83
13.55.214.98
52.74.111.52
52.77.102.86
54.252.187.75
54.254.137.13354.254.137.133
54.254.157.106
54.254.157.106
| Item | Requirement/recommendation | ||||||||||||||||||||||||||||||
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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. Supported browsers | For the best experience, we recommend that you use WebRTC with the latest versions of Google Chrome and Microsoft Edge (Chromium).
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| 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 Vonage Contact Center 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.
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The list of addresses at http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips is subject to change. |
| Media autoplay | If using Microsoft Edge (Chromium), agents must allow audio to play automatically either for all sites or for the following URLs:
For information about media autoplay, see Microsoft Support. |
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