NewVoiceMedia 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.
General requirements and recommendations
Processor and memory requirements
Your processor speed and RAM must meet the recommended specification for your operating system.
Screen resolution
1024 x 768 pixels
Firewall
NewVoiceMedia, including screen pops, requires port 443 (HTTPS)
SFTP access to call recordings requires port 22
Bandwidth
ContactPad uses 8 kilobytes per second (KBps)
Real Time uses 16 KBps (based on 100 agent, 2 groups, and 2 queue icons)
Recommendation bandwidth = (number of ContactPad users x 8 KBps) + (number of Real Time users x 16 KBps)
A call center with 20 agents using ContactPad, 2 supervisors using Real Time and 1 wallboard user using Real Time will need: (20 x 8 KBps) + (2 x 16 KBps) + (1 x 16 KBps) = 208 KBps
You can use lower bandwidths, but lower bandwidths will result in slower refresh rates and a poor user experience.
- These bandwidth recommendations are based on call delivery through the PSTN and do not include VoIP (voice traffic). The voice traffic bandwidth is stated in the telephony section below.
- End users (agents, supervisors and wallboard users) regularly communicate both ways with the host data center. The recommendations apply to upload bandwidth as well as download bandwidth to maintain communication between end-user interfaces and the host data center. Whilst upload bandwidth requirements are not as great as download requirements, having sufficient bandwidth to upload files quickly ensures a good end-user experience.
Latency
Maximum 250 ms for optimum agent experience.
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.
NewVoiceMedia in Salesforce
Item | Requirement/recommendation |
---|---|
Minimum version |
|
Salesforce accounts and licenses | The NewVoiceMedia managed package requires a Salesforce.com account to establish the API connection between Salesforce and NewVoiceMedia platform accounts. You can dedicate this account to NewVoiceMedia or you can share it with other applications. A dedicated account is preferable, as it allows for greater fault finding and auditing without impacting other applications. All of your Salesforce users must have a Salesforce license—other than a Communities license—to use NewVoiceMedia in Salesforce. Users with Communities licenses cannot use NewVoiceMedia in Salesforce. |
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 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. |
Connect
Data requirements
Connect uses several custom objects to manage calls. Each custom object record costs 2 KB against your data storage limit. Many of the custom object records created by Connect are short lived and have a limited impact on your data storage limits; others, such as Dial List and Processed Dial Entry, live as long as you require them for reporting purposes and are not removed until you delete them.
Short lived custom objects
- Pending Dial Entry
- Active Dial Entry
- Dial List Processing Time
- Dial List Agent
Long lived custom objects
- Dial List
- Processed Dial Entry
Example storage usage scenario
In this scenario, a supervisor has created a single dynamic Dial List and assigned 50 agents. All 50 agents are actively working on the dial list and have, so far, completed 5000 calls and skipped 5000 calls. The dynamic Dial List cache size for the org is 500 and the dial list has just been refreshed filling the cache so that there are as many pending calls as possible. All agents take notes on the call and no call transfers occur.
Custom Object | Quantity | Cost KB |
---|---|---|
Dial List | 1 | 2 |
Dial List Processing Time | 1 | 2 |
Dial List Agent | 50 | 100 |
Pending Dial Entry | 500 | 1000 |
Active Dial Entry | 50 | 100 |
Processed Dial Entry | 10,000 | 20,000 |
Interaction Event | 5,000 | 10,000 |
Interaction Event Note | 5,000 | 10,000 |
Task | 5,000 | 10,000 |
Totals | 25,602 | 51,204 |
Short Lived | 602 | 1,204 |
Long Lived | 25,000 | 50,000 |
Advanced Reporting
Item | Requirement/recommendation |
---|---|
Scheduled jobs | Advanced statistics requires four scheduled jobs. Salesforce limit is 100 jobs per organization. |
Storage requirements | 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. 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 |
Motivate
For information about prerequisites for Motitvate, see the relevant sections in Motivate.
Telephony
Item | Requirement/recommendation |
---|---|
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 NewVoiceMedia, 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. 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. |
WebRTC
Item | Requirement/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— | 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 NewVoiceMedia extension. We develop and test the WebRTC feature in the latest version of Google Chrome™ only. |
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 related calls. |
Firewall Configuration
You must read this entire section—including Application acceleration—to ensure that you configure your firewall correctly.
The following table contains the URLs of our data centers with their corresponding IP addresses. You must add the appropriate IP addresses for your region to any existing firewall permissions.
We recommend adding the appropriate URLs and IP addresses to any firewall rules that restrict employee access, and we request that you treat NewVoiceMedia as a business critical application. By this, we mean optimizing and prioritizing IP traffic to 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).
We recommend that you also review any IP packet inspection or local caching policies to optimize the user experience.
Region | URL | IP addresses (outbound) | IP addresses (inbound) |
---|---|---|---|
EMEA | |||
https://emea.newvoicemedia.com | 194.140.251.7 | 194.140.251.4 194.140.252.4 89.187.126.114 194.140.251.68 194.140.252.68 | |
USA | |||
https://nam.newvoicemedia.com | 107.23.216.122 | 54.208.98.242 54.209.40.204 54.219.131.57 54.219.131.71 | |
APAC | |||
https://apac.newvoicemedia.com | 13.236.101.83 | 54.252.173.50 54.252.187.75 54.254.137.133 54.254.157.106 |
Outbound IP addresses
Outbound IP addresses are used for standard web access, for example, agents and supervisors accessing NewVoiceMedia applications. All customers will need to allow this.
Inbound IP addresses
Inbound IP addresses are used when NewVoiceMedia 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.
Application acceleration
To improve performance and response time, we use a content delivery network (CDN) for some of our static NewVoiceMedia website resources.
Your firewall must allow requests to and from cdn.newvoicemedia.com for supervisors and agents to access NewVoiceMedia 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.
You must whitelist these addresses regardless of your region and in addition to the region-specific URLs in the table.
The list of addresses at http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips is subject to change.