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. |
Web browsersFor all browsers you must enable the following:
We support the following browsers:
We do NOT support the following browsers:
We do NOT support privacy mode in any browsers when using ContactPad. |
ContactPad and ContactHub: 1 gigahertz (GHz) P4 (Windows PC and Apple Mac only)
Real Time: 2 GHz P4
ContactPad and ContactHub: 512 megabytes (MB) RAM
Real Time: 1 gigabyte (GB) RAM
1024 x 768 pixels
ContactWorld, including screen pops, requires port 443 (HTTPS)
FTP access to call recordings requires ports 20 (FTP) and 21 (FTP)
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.
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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. |
| Item | Requirement/recommendation | |
|---|---|---|
Minimum version |
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Salesforce licence | The ContactWorld managed package requires a Salesforce.com account to establish the API connection between Salesforce and the ContactWorld 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 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. |
| Requirement | Details |
|---|---|
| Data requirements |
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 |
For information about prerequisites for Motitvate, see Requirements in Motivate Install Guide v1.
| 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. |
| NewVoiceMedia will provide additional IP and port information where relevant for your location. |
| Item | Requirement/recommendation |
|---|---|
Ports (server-side) | Signaling: 443 Presence: 443 Real-time Transport Protocol (RTP): 10,000-20,000 |
| Ports (client-side) | 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 | Firewalls should allow outgoing UDP to the public internet from the browsers that will be using ContactPad with WebRTC, and allow return traffic in response. NewVoiceMedia WebRTC servers use dynamic IP addresses from a public range of IP addresses. We therefore strongly recommend that your firewall does not limit access to a specific range of IP addresses. The IP addresses used can be any of the IP addresses within the NVM platform. For a list of potential IP addresses, see https://ip-ranges.amazonaws.com/ip-ranges.json. |
| Supported browsers | Google Chrome™, latest version Mozilla® Firefox®, latest version |
| 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 related calls. |
The URLs of our data centers with corresponding IP addresses are shown in the following table. The appropriate IP addresses must be added 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 ContactWorld as a business critical application. By this we mean optimizing and prioritizing IP traffic to ContactWorld 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 any IP packet inspection or local caching policies are also reviewed, to optimize the user experience.
Outbound IP addresses are used for standard web access, for example agents and supervisors accessing ContactWorld applications. All customers will need to allow this.
Inbound IP addresses are used when ContactWorld 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.
| Region | Cloud | URL | IP addresses |
|---|---|---|---|
| EMEA | |||
| Cloud 11 (primary site) | https://cloud11.contact-world.net | Outbound: 194.140.251.71 Inbound 194.140.251.4 | |
| Cloud 8 (secondary site) | https://cloud8.contact-world.net | Outbound 194.140.251.71 Inbound 194.140.251.68 | |
| USA | |||
| Cloud 17 | https://cloud17.contact-world.net (outbound) | 54.208.98.242 (inbound) | |
| Cloud 16 (California) | https://cloud16.contact-world.net (outbound) | 54.219.131.57 (inbound) | |
| APAC | |||
| Cloud 12 (Sydney) | https://cloud12.contact-world.net (outbound) | 54.252.173.50 (inbound) | |
| Cloud 14 (Singapore) | https://cloud14.contact-world.net (outbound) | 54.254.137.133 (inbound) 54.254.157.106 (inbound) | |