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| Item | Requirement/recommendation | ||
|---|---|---|---|
Minimum version |
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Salesforce licence | The ContactWorld managed package requires a Salesforce.com account to establish the API connection between Salesforce and the ContactWorld accounts
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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. 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 ContactWorld 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. |
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| Item | Requirement/recommendation |
|---|---|
| Scheduled jobs | Advanced statistics requires one scheduled job. Salesforce limit is 100 jobs per organization. |
| Storage requirements | You must have enough Salesforce data storage available for your use. For information about data storage limits in Salesforce, see Salesforce help. By default, Salesforce stores 8 days' worth of statistics. The retention period is configurable. Each active agent generates one statistics record per day. Use the following calculation to estimate your storage requirements: (2 KB x (average number of calls per day + average number of active agents per day) x retention period (days)) + 2 MB For example, if your call center receives an average of 1000 calls per day, with an average of 100 active agents per day, and you use the default retention period, use the following calculation to estimate your storage requirements: (2 KB x (1000 + 100) x 8) + 2 MB = 19.6 MB |
Motivate
For information about prerequisites for Motitvate, see Requirements in Motivate v1 Install Guide.
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 |
|---|---|
Ports (server-side) | Signaling: 443 Presence: 443 Real-time Transport Protocol (RTP): 10,000-20,000 |
| Ports (client-side) | 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 | 6-8 KBps |
| Firewall configuration | Firewalls should allow outgoing UDP to the public internet from the browsers that will be using ContactPad with WebRTC, and allow return traffic in response. NewVoiceMedia WebRTC servers use dynamic IP addresses from a public range of IP addresses. We therefore strongly recommend that your firewall does not limit access to a specific range of IP addresses. The IP addresses used can be any of the IP addresses within the NVM platform. For a list of potential IP addresses, see https://ip-ranges.amazonaws.com/ip-ranges.json. |
| Browser | Google Chrome™, latest version |
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| Region | Cloud | URL | IP addresses | ||||
|---|---|---|---|---|---|---|---|
| EMEA | |||||||
| Cloud 11 (primary site) | https://cloud11.contact-world.net | Outbound: 194.140.251.71 Inbound 194.140.251.4 | |||||
| Cloud 8 (secondary site) | https://cloud8.contact-world.net | Outbound 194.140.251.71 Inbound 194.140.251.68 | |||||
| USA | |||||||
| Cloud 17 | https://cloud17.contact-world.net (outbound) | 54.208.98.242 (inbound) | |||||
| Cloud 16 (California) | https://cloud16.contact-world.net (outbound) | 54.219.131.57 (inbound) | |||||
| APAC | |||||||
| Cloud 12 (Sydney) | https://cloud12.contact-world.net (outbound) | 54.252.173.50 (inbound) | |||||
| Cloud 14 (Singapore) | https://cloud14.contact-world.net (outbound) | 54.254.137.133 (inbound) 54.254.157.106 (inbound) | |||||