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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
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
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You can use lower bandwidths, but lower bandwidths will result in slower refresh rates and a poor user experience.Screen Recording—if enabled and used—will consume a variable amount of bandwidth from 50 Kbps to 250 Kbps per display.
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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.
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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. |
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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.
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 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.
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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 Vonage 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 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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| Vonage will provide additional IP and port information where relevant for your location. |
WebRTC
Connectivity requirements
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*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.
Additional requirements for using WebRTC
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| Supported browsers | For the best experience, we recommend that you use WebRTC with the latest versions of Google Chrome and Microsoft Edge (Chromium), latest versions, using the WebRTC for Vonage Contact Center extension.
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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-Vonage Contact Center related calls. | ||
| 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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