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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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| 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. |
Firewall Configuration
IP Addresses
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| Note |
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You must read this entire section—including Application acceleration—to ensure that you configure your firewall correctly. |
The following table contains the URLs of our data centers with their corresponding IP addresses are shown in the following table. 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 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 you also review 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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| Region | URL | IP addresses (outbound) | IP addresses (inbound) |
|---|---|---|---|
| All | |||
| cdn.newvoicemedia.com | http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips|||
| EMEA | |||
| https://emea.newvoicemedia.com | 194.140.251.7 | 194.140.251.4 194.140.252.4 89.187.126.114 194.140.251.68 194.140.252.68 | |
| USA | |||
| https://nam.newvoicemedia.com | 107.23.216.122 | 54.208.98.242 54.209.40.204 54.219.131.57 54.219.131.71 | |
| APAC | |||
| https://apac.newvoicemedia.com | 13.236.101.83 | 54.252.173.50 54.252.187.75 54.254.137.133 54.254.157.106 | |
| Info |
|---|
Outbound IP addressesOutbound 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 addressesInbound 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/DNS whitelisting, you must whitelist the IP addresses listed at http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips.
| Note |
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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. |