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Your processor speed and RAM must meet the recommended specification for your operating system.
Screen resolution
1024 x 768 pixels
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For information about prerequisites for Motitvate, see Requirements in Motivate Install Guide v1the relevant sections in Motivate.
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. |
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| 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.
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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 related calls. |
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