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Comment: Updated Web Browsers section to reflect no support for Call Recordings, etc. in IE11.


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Table of Contents



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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

    .

    Note

    If you are using the Mid-call Payment Transfer feature

    )

    , your browsers must support a minimum TLS version of 1.1.


  • Web storage (both session storage and local storage) (if using for ContactPad)

We support the following browsers:

  • Microsoft® Internet Explorer® versions version 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.Call Recordings, Call Recording Player and Conversation Analyzer are not supported in Microsoft® Internet Explorer® version 11 or earlier.


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

  • Apple® Safari® version 6.1 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.

    ...

    Your processor speed and RAM must meet the recommended specification for your operating system.

    Screen resolution

    1024 x 768 pixels

    ...

    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

    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:

    LocationIP addresses

    Australia

    54.252.254.64 - 54.252.254.127

    Brazil177.71.206.192 - 177.71.206.255
    Germany18.195.48.224 - 18.195.48.255
    Ireland

    54.171.127.192 - 54.171.127.255
    52.215.127.0 - 52.215.127.255

    Japan 54.65.63.192 - 54.65.63.255
    Singapore 54.169.127.128 - 54.169.127.191
    US East Coast (Virginia)

    54.172.60.0 - 54.172.61.255

    34.203.250.0 - 34.203.251.255

    US West Coast (Oregon)54.244.51.0 - 54.244.51.255

    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 NewVoiceMedia extension.

    Note

    We develop and test the WebRTC feature in the latest version of Google Chrome™ only.


    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-NewVoiceMedia related calls.

    ...