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NewVoiceMedia Vonage Contact Center 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. |
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Your processor speed and RAM must meet the recommended specification for your operating system.
Screen resolution
1024 x 768 pixels
Firewall
NewVoiceMediaVonage Contact Center, including screen pops, requires port 443 (HTTPS)
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We do not support virtual environments, such as thin clients and virtual desktops.
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Vonage Contact Center in Salesforce
| Item | Requirement/recommendation | ||||
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Minimum version |
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Salesforce accounts and licenses | The NewVoiceMedia Vonage Contact Center managed package requires a Salesforce.com account to establish the API connection between Salesforce and NewVoiceMedia and Vonage Contact Center accounts.
All of your Salesforce users must have a Salesforce license—other than a Communities license—to use NewVoiceMedia 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. 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 NewVoiceMedia 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. |
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| 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 NewVoiceMediaVonage 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 NewVoiceMedia 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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| NewVoiceMedia Vonage will provide additional IP and port information where relevant for your location. |
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| Item | Requirement/recommendation | ||||||||||
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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. NewVoiceMediaVonage 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: NewVoiceMedia Vonage Contact Center 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 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-NewVoiceMedia Vonage Contact Center related calls. |
Firewall Configuration
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We recommend adding the appropriate URLs and IP addresses to any firewall rules that restrict employee access, and we request that you treat NewVoiceMedia Vonage Contact Center as a business critical application. By this, we mean optimizing and prioritizing IP traffic to NewVoiceMedia 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).
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Outbound IP addressesOutbound IP addresses are used for standard web access, for example, agents and supervisors accessing NewVoiceMedia Vonage Contact Center applications. All customers will need to allow this. Inbound IP addressesInbound IP addresses are used when NewVoiceMediaVonage 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. |
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To improve performance and response time, we use a content delivery network (CDN) for some of our static NewVoiceMedia Vonage Contact Center website resources.
Your firewall must allow requests to and from cdn.newvoicemedia.com for supervisors and agents to access NewVoiceMedia 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.
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