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Warning

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.

Call Recordings, Call Recording Player and Conversation Analyzer are not supported in Microsoft® Internet Explorer® version 11 or earlier.Google Chrome™, latest version
  • Microsoft® Edge, latest version
  • Mozilla® Firefox®, latest version
  • Google Chrome™, latest version
  • Apple® Safari®, latest version

  • Tip
    iconfalse

    Web browsers

    For all browsers you must enable the following:

    • WebSockets
    • Cookies
    • JavaScript
    • TLS 1.2 or later. For further information about supported protocols and cipher suites, see Supported protocol versions and cipher suites.

    • Web storage (both session storage and local storage) (if using for ContactPad)

    We support the following browsers:

    • Microsoft® Internet Explorer® version 11

    Note
    Note

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


    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
      titleScreen Recording

      We do not currently support Screen Recording in Chrome OS.


    Processor and memory

    ...

    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

    Vonage Contact Center, including screen pops, requires port 443 (HTTPS)

    SFTP access to call recordings requires port 22

    Bandwidth

    ContactPad uses 8 kilobytes per second (KBps)

    ...

    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

    We do not support virtual environments, such as thin clients and virtual desktopsVonage 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

    Note
    titleSupported versions of Salesforce managed packages

    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.

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    ItemRequirement/recommendation

    Minimum version

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

    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.

    Info
    You can dedicate this account to Vonage Contact Center 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.

    All of your Salesforce users must have a Salesforce license—other than a Communities license—to use Vonage Contact Center in Salesforce.

    Note

    Users with Communities licenses cannot use Vonage Contact Center in Salesforce.


    Session SettingsSessions must not be locked to the IP address from which they originated. For information about this and other session settings, see Salesforce help.
    Web browserFor 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 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 the 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.

    Note
    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

    ItemRequirement/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 Vonage Contact Center, to achieve high-quality VoIP calls, your IP network has the following requirements:

    • Bandwidth: 100 kilobits per second (kbps) per phone
    • Latency (round-trip delay time): < 100 ms one way
    • Jitter: < 20 ms
    • Packet loss: < 1%

    You can use Power over Ethernet (PoE) to power IP hardphones supplied by 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.

    ...

    Note
    Vonage will provide additional IP and port information where relevant for your location.

    WebRTC

    Connectivity requirements

    ...

    .

    ...

    *Ephemeral Range: The application will select any available port from a range depending on the operating system. On most machines, the port range is 1,024 to 65,535.

    Firewall configuration

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    WebRTC

    ...

    All service endpoints are IPv4, IPv6 is not currently supported.

    Vonage Contact Center'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:

    ...

    ...

    In addition you should allow the IP addresses listed in the following pages:

    To ensure the quality of service for time-critical communications during occasional traffic peaks, we recommend that you prioritize UDP and TCP traffic to and from these IP addresses.

    Additional requirements for using WebRTC

    ...

    107.23.216.122
    18.208.11.69
    54.176.97.247
    54.176.165.234

    ...

    13.236.101.83
    13.55.214.98
    52.74.111.52
    52.77.102.86

    ...

    Info

    Outbound IP addresses

    Outbound IP addresses are used for standard web access, for example, agents and supervisors accessing Vonage Contact Center applications. All customers will need to allow this.

    Inbound IP addresses

    Inbound IP addresses are used when Vonage Contact Center 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 Vonage Contact Center website resources.

    Your firewall must allow requests to and from cdn.newvoicemedia.com for supervisors and agents to access Vonage Contact Center applications.
    If your firewall does not support URL/DNS whitelisting, you must whitelist the IP addresses listed at http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips.

    Note

    You must whitelist these addresses regardless of your region and in addition to the region-specific URLs in the table.

    The list of addresses at http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips is subject to change.

    ...

    ItemRequirement/recommendation
    Supported browsers

    Google Chrome™, latest version, using the WebRTC for Vonage Contact Center extensionFor the best experience, we recommend that you use WebRTC with the latest versions of Google Chrome and Microsoft Edge (Chromium).

    Note

    We develop and test the WebRTC feature in the latest version of Google Chrome™ onlyChrome and Microsoft Edge (Chromium) only.


    Salesforce integrationWebRTC is only supported in Salesforce Lightning Experience and in the console view in Salesforce Classic. For information about Salesforce console, see Salesforce help.
    Backup phoneAll agents should have access to an alternative phone as a backup for WebRTC.
    Alternative phoneWe recommend that agents have access to an alternative phone for non-Vonage Contact Center related calls.

    Firewall Configuration

    Note

    You must read this entire section—including Application acceleration later in this section—to ensure that you configure your firewall correctly.

    The following table contains the URLs of our data centers with their corresponding IP addresses. You must add the appropriate IP addresses for your region 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 Vonage Contact Center as a business critical application. By this, we mean optimizing and prioritizing IP traffic to Vonage Contact Center 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 you also review any IP packet inspection or local caching policies to optimize the user experience.

    ...

    194.140.251.7
    194.140.251.14
    194.140.252.7
    194.140.252.14
    89.187.126.117
    194.140.251.71
    194.140.251.84
    194.140.252.71
    194.140.252.84
    35.178.30.136
    3.11.193.198
    3.126.22.243
    3.121.175.40

    Media autoplay

    If using Microsoft Edge (Chromium), agents must allow audio to play automatically either for all sites or for the following URLs:

    • *.vonage.com
    • *.newvoicemedia.com
    • *.contact-world.net

    For information about media autoplay, see Microsoft Support.

    Include Page
    Firewall configuration
    Firewall configuration