Page Comparison

Minimum version

• Professional edition (Express and Essentials licenses only)—requires Web Services API
• Enterprise edition
• Unlimited edition
• Performance edition

Salesforce licence

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.

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.

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).

Advanced statistics requires four scheduled jobs.

Salesforce limit is 100 jobs per organization.

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.
Each call generates one statistics record.
Each statistics record uses 2 KB.
Advanced statistics generates up to 4 MB of rolling transaction logs. 

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)) + 4 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) + 4 MB = 21.6 MB

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).

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.

If using IP telephony provided by NewVoiceMedia, to achieve high-quality VoIP calls, your IP network has the following requirements:

• Bandwidth: 100 kilobits per second (kbps) per phone
• Latency (round-trip delay time): < 100 ms one way
• Jitter: < 20 ms
• Packet loss: < 1%

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

Ports (server-side)

Signaling: 443

Presence: 443

Real-time Transport Protocol (RTP): 10,000-20,000

Signaling: TCP

Presence: TCP

RTP: User Datagram Protocol (UDP)

Firewalls should allow outgoing UDP to and from the public internet from for the browsers that will be using ContactPad with WebRTC, and allow return traffic in response.

NewVoiceMedia WebRTC servers use dynamic fixed IP addresses from a public range of IP addresses but use dynamic port number. We therefore strongly recommend that your firewall does not limit access to a specific range of port numbers for those 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.

Allow the following IP addresses:

Google Chrome™, latest version

Mozilla® Firefox®, latest version

Outbound:

194.140.251.717
194.140.251.714
194.140.251252.87
194.140.251252.914
81.171.141.37
81.171.141.38
81.171.141.39
44
89.187.126.117

Inbound

194.140.251.4
194.140.252.4
81.171.141.34
89.187.126.114

Outbound

194.140.251.71
194.140.251.7284
194.140.251252.7371
62194.173140.96252.13384
62.173.96.134
62.173.96.135

 Inbound

133

 Inbound

194.140.251.68
194.140.251252.68
62.173.96.130

54.208.98.242 (inbound)
54.209.40.204 (inbound)

54.219.131.57 (inbound)
54.219.131.71 (inbound)

54.252.173.50 (inbound)
54.252.187.75 (inbound)