In this page

Version history




Vonage 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

For information about requirements of specific Vonage Contact Center features or products, see the relevant sections in this page or in the documentation for those features or products.

Web browsers

For all browsers you must enable the following:

  • WebSockets
  • Cookies
  • JavaScript
  • TLS 1.2 or later. For further information about supported protocols and cipher suites, see Supported protocol versions and cipher suites.

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

We support the following browsers:

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

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


We do NOT support Apple® Safari® on an Apple Mac when using the Mid-Call Payment Transfer solution or Conversation Analyzer Analytics.

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

Operating systems

We support the following operating systems and versions:

Processor and memory

Your processor speed and RAM must meet the recommended system requirements for your operating system. You must also ensure that they meet the specifications required for any applications and browsers you use.

Screen resolution

1024 x 768 pixels

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.

Connections

To meet the demand of real-time communications and avoid call quality issues, you must use a wired Ethernet connection rather than a wireless connection.

Virtual environments

Vonage Contact Center has been verified to work with virtual desktop infrastructures (VDI), Citrix Workspace and VMware Horizon. Vonage therefore supports VCC in these VDIs as long as the issue in those environments is reproducible in a non-VDI environment. If you are unable to reproduce an issue in a non-VDI environment, Vonage will provide best-effort support, and refer you to your IT support team, provider (Citrix or VMware), or both, for additional support. Other VDIs are not yet supported.

Date and time settings

Accurate time is important for the correct operation of Vonage Contact Center (VCC). Ensure that computers used with VCC have their time correctly set; we recommend that you synchronize the date and time with an external time source such as a Network Time Protocol (NTP) provider.

Vonage Contact Center in Salesforce

To ensure Vonage Contact Center continues to function correctly, you must maintain supported versions of integrated Salesforce packages. We cannot support deprecated or retired versions.


ItemRequirement/recommendation

Minimum version

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

Salesforce accounts and licenses

The Vonage Contact Center managed package requires a Salesforce.com account to establish the API connection between Salesforce and Vonage Contact Center accounts.

You can dedicate this account to Vonage Contact Center 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 Vonage Contact Center in Salesforce.

Users with Communities licenses cannot use Vonage Contact Center in Salesforce.


Session SettingsSessions must not be locked to the IP address from which they originated. For information about this and other session settings, see Salesforce help.
Web browserFor 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.

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 Vonage Contact Center 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

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.
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

Motivate

For information about prerequisites for Motivate, see the relevant sections in Motivate.

Screen Recording in Vonage Contact Center (Vonage CC Screen Recording desktop application)

The Vonage CC Screen Recording desktop application requires a stable internet connection. In addition, the application has the following system requirements:

Bandwidth

The minimum bandwidth required for screen recording is approximately 200 KBps for each screen being recorded.

This is only a guide — actual bandwidth used depends on what the agent is doing on their recorded screens; recording screens that include videos will require a much larger bandwidth than recording a static screen.

RAM

2 GB

Disk space

The installation directory needs approximately 300 MB.

Telephony

ItemRequirement/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 Vonage Contact Center, 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 Vonage Contact Center. 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.


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

WebRTC

Additional requirements for using WebRTC

ItemRequirement/recommendation
Supported browsers

For the best experience, we recommend that you use WebRTC with the latest versions of Google Chrome and Microsoft Edge (Chromium).

We develop and test the WebRTC feature in the latest version of Google Chrome and Microsoft Edge (Chromium) 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-Vonage Contact Center related calls.
Media autoplay

If using Microsoft Edge (Chromium), agents must allow audio to play automatically either for all sites or for the following URLs:

  • *.vonage.com
  • *.newvoicemedia.com
  • *.contact-world.net

For information about media autoplay, see Microsoft Support.