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Comment: Updated WebRTC section—must now add all IP addresses


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Tip
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Web browsers

For all browsers you must enable the following:

  • Cookies
  • JavaScript
  • TLS 1.0 or later (TLS 1.1 or later if you are using the Mid-call Payment Transfer feature)
  • Web storage (both session storage and local storage) (if using for ContactPad)

We support the following browsers:

  • Microsoft® Internet Explorer® versions 11 and Edge

    Note

    If you are using the Mid-call Payment Transfer feature, your browsers must support a minimum TLS version of 1.1.


  • Mozilla® Firefox®, latest version
  • Google Chrome™, latest version

  • Apple® Safari® version 6.1 .x and later

    Note

    For ContactPad and ContactHub only. You must configure your browser to always allow cookies.


We do NOT support the following browsers:

  • Microsoft® Internet Explorer® version 7
  • Apple® Safari® on an Apple Mac when using the Mid-Call Payment Transfer solution

We do NOT support privacy mode in any browsers when using ContactPad.

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Note
NewVoiceMedia will provide additional IP and port information where relevant for your location.

WebRTC

ItemRequirement/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—
return traffic (packets entering the customer's network)

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)

Bandwidth100 kilobits per second (kbps) (symmetric)
Firewall configuration
Firewalls

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

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.Allow the following IP addresses

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:

LocationIP addresses

Australia

54.252.254.64/26

Brazil177.71.206.192/26
Ireland54.171.127.192/26
52.215.127.0/24
Frankfurt 35.156.191.128/25
Japan 54.65.63.192/26
Singapore 54.169.127.128/26
US East Coast (Virginia) 54.172.60.0/23
34.203.250.0/23

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

Mozilla® Firefox®, latest version

Salesforce integrationWebRTC is only supported in Salesforce Lightning Experience and in the console view in Salesforce Classic. For information about Salesforce console, see Salesforce help.
Backup phoneAll agents should have access to an alternative phone as a backup for WebRTC.
Alternative phoneWe recommend that agents have access to an alternative phone for non-ContactWorld related calls.

Firewall Configuration

IP Addresses

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