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1024 x 768 pixels
Firewall
ContactWorldNewVoiceMedia, including screen pops, requires port 443 (HTTPS)
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This latency recommendation is based on call delivery through the PSTN and does not include VoIP (voice traffic). The voice traffic bandwidth is stated in the telephony section below. |
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NewVoiceMedia in Salesforce
| Item | Requirement/recommendation | ||
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Minimum version |
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Salesforce license | The ContactWorld NewVoiceMedia managed package requires a Salesforce.com account to establish the API connection between Salesforce and the ContactWorld and NewVoiceMedia platform 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 in NewVoiceMedia 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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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 ContactWorld 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-ContactWorld NewVoiceMedia 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 ContactWorld NewVoiceMedia as a business critical application. By this we mean optimizing and prioritizing IP traffic to ContactWorld 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).
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Outbound IP addresses are used for standard web access, for example agents and supervisors accessing ContactWorld NewVoiceMedia applications. All customers will need to allow this.
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Inbound IP addresses are used when ContactWorld interacts NewVoiceMedia interacts with an external system where IP white-listing is in place. Such systems include Salesforce; a customer owned, or managed, server or service; and other cloud provider services.
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