Technical prerequisites

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Version history

General requirements and recommendations

Processor and memory

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

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.

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.

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

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.

All of your Salesforce users must have a Salesforce license—other than a Communities license—to 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.

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 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

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 List12
Dial List Processing Time12
Dial List Agent50100

Pending Dial Entry

5001000
Active Dial Entry50100
Processed Dial Entry10,00020,000
Interaction Event5,00010,000
Interaction Event Note5,00010,000
Task5,00010,000
Totals25,60251,204
Short Lived6021,204
Long Lived25,00050,000

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.
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 Motitvate, see the relevant sections in Motivate.

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.

WebRTC

Connectivity requirements

PurposeProtocolSource IPSource portDestination IPDestination port
Signalling/presenceTCPYour local network addresses*Ephemeral rangeSee Firewall configuration.443
MediaUDPYour local network addresses*Ephemeral rangeSee Firewall configuration.10,000–50,000

*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.

Additional requirements for using WebRTC

ItemRequirement/recommendation
Supported browsers

Google Chrome™, latest version, using the WebRTC for Vonage Contact Center extension.

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.