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

Vonage Contact Center, 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.

Latency

Maximum 250 ms for optimum agent experience.

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

We do not support virtual environments, such as thin clients and virtual desktops.

Vonage Contact Center in Salesforce

Connect

Data requirements

Advanced Reporting

Motivate

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

Telephony

WebRTC

Connectivity requirements

*Ephemeral Range: The application will select any available port from a range depending on the operating system. On most machines, the port range is 1,024 to 65,535.

Firewall configuration

For the browsers that will be using ContactPad with WebRTC, your firewalls should allow the outgoing traffic as specified and return traffic in response.

All service endpoints are IPv4, IPv6 is not currently supported.

Vonage Contact Center'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:

In addition you should allow the IP addresses listed in the following pages:

• https://www.twilio.com/docs/stun-turn/regions
• https://www.twilio.com/docs/voice/client/javascript/voice-client-js-and-mobile-sdks-network-connectivity-requirements

To ensure the quality of service for time-critical communications during occasional traffic peaks, we recommend that you prioritize UDP and TCP traffic to and from these IP addresses.

Additional requirements for using WebRTC

Firewall Configuration

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 Vonage Contact Center as a business critical application. By this, we mean optimizing and prioritizing IP traffic to Vonage Contact Center 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.

Application acceleration

To improve performance and response time, we use a content delivery network (CDN) for some of our static Vonage Contact Center website resources.

Your firewall must allow requests to and from cdn.newvoicemedia.com for supervisors and agents to access Vonage Contact Center 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.