Technical prerequisites
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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
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.
Screen Recording—if enabled and used—will consume a variable amount of bandwidth from 50 Kbps to 250 Kbps per display.
- 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.
VCC and WebRTC in VDI
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
| Item | Requirement/recommendation |
|---|---|
Minimum version |
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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 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 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
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 Vonage Contact Center, 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 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
When using WebRTC, you must use IPv4 over IPv6 in prefix policies.
| Purpose | Protocol | Source IP | Source port | Destination IP | Destination port |
|---|---|---|---|---|---|
| Signalling/presence | TCP | Your local network addresses | *Ephemeral range | See Firewall configuration. | 443 |
| Media | UDP | Your local network addresses | *Ephemeral range | See 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
| Item | Requirement/recommendation |
|---|---|
| Supported browsers | Google Chrome and Microsoft Edge (Chromium), latest versions, using the WebRTC for Vonage Contact Center extension. We develop and test the WebRTC feature in the latest version of Google Chrome and Microsoft Edge (Chromium) 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-Vonage Contact Center related calls. |
Firewall configuration
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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).
You should also review any IP packet inspection or local caching policies to optimize the user experience.
Ports
Outbound
All outbound traffic requires TCP port 443 (HTTPS). Responses are sent to a range of ephemeral ports. This requirement applies to:
- VCC traffic, regardless of whether you use URL or IP allowlisting
- VCC APIs
- WebRTC traffic (see WebRTC sections later in this page for information about other ports required for WebRTC traffic)
- All other third-party traffic (Amplitude, Cloudfront, and NewRelic)
SFTP access to call recordings requires TCP port 22.
Inbound
All inbound traffic requires access to destination TCP port 443 (HTTPS) on our servers to establish a connection. Responses are sent to a range of ephemeral ports.
Virtual private network (VPN)
We recommend using a split tunnel configuration to ensure that traffic—especially voice traffic—to Vonage services is routed directly from the end user to our platform and not through a VPN. We do not recommend tunneling voice connectivity through a VPN tunnel due to the potential adverse effect on voice quality.
Using URL allowlisting (recommended)
Depending on whether you will use wildcard or fully qualified domain names, add the following URLs to your allowlist:
- Using wildcard domains:
- *.vonage.com
- *.cc.vonage.com
- *.newvoicemedia.com
- *.api.newvoicemedia.com
- *.contact-world.net
- api.amplitude.com
- bam.nr-data.net
- js-agent.newrelic.com
- *.nexmo.com
Using fully qualified domain names (FQDN):
You must also add the IP addresses specified in the following sections to your allowlist:
Inbound VCC traffic
Inbound IP addresses are used when Vonage Contact Center interacts with an external system where IP allowlisting is in place. Such systems include Salesforce; a customer-owned or managed server or service; and other cloud provider services.
VCC region | IP addresses (inbound) |
|---|---|
EMEA | 3.10.100.255 |
NAM | 54.208.98.242 |
APAC | 54.252.173.50 |
WebRTC traffic
Your firewall settings should allow outbound traffic as specified in the following list:
Also you must add all the IP addresses listed in the following pages to your allowlist:
- 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
If your agents use VPN clients, you must also add *.nexmo.com to your allowlist; failure to do so may result in agents not being able to use WebRTC.
Where relevant, you must also add *.nexmo.com to the VPN's proxy bypass list and then restart your agents' clients.
Using IP allowlisting
If your firewall does not support URL or DNS allowlisting, add the following IP addresses for your region to any existing firewall permissions.
Inbound VCC traffic
Inbound IP addresses are used when Vonage Contact Center interacts with an external system where IP allowlisting is in place. Such systems include Salesforce; a customer-owned or managed server or service; and other cloud provider services.
VCC region | IP addresses (inbound) |
|---|---|
EMEA | 3.10.100.255 |
NAM | 54.208.98.242 |
APAC | 54.252.173.50 |
Outbound VCC traffic
Outbound IP addresses
If your firewall does not support URL/DNS allowlisting, add the following IP addresses for your region to any existing firewall permissions:
--Amazon Web Services (AWS)
Most of VCC uses Amazon Web Services (AWS).
Add the IP addresses for your region as described in the following page: https://docs.aws.amazon.com/general/latest/gr/aws-ip-ranges.html.
There might be multiple AWS regions associated with your VCC region:
| VCC region | AWS region ID | AWS region name |
|---|---|---|
| EMEA | ||
| eu-central-1 | Frankfurt | |
| eu-west-2 | London | |
| NAM | ||
| us-east-1 | North Virginia | |
| us-west-1 | North California | |
| us-west-2 | Oregon | |
| APAC | ||
| ap-southeast-1 | Singapore | |
| ap-southeast-2 | Sydney | |
--Amplitude
Add the IP addresses specified in the following page to any existing firewall permissions:
--Cloudfront
Add the IP addresses specified in the following page to any existing firewall permissions:
Inbound addresses
--NewRelic
Add this range of IP addresses—162.247.240.0/22—to any existing firewall permissions.
Inbound addresses
--WebRTC traffic
Your firewall settings should allow outbound traffic as specified in the following list:
Also you must add all the IP addresses listed in the following pages to your allowlist:
- 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
If your agents use VPN clients, you must also add *.nexmo.com to your allowlist; failure to do so may result in agents not being able to use WebRTC.
Where relevant, you must also add *.nexmo.com to the VPN's proxy bypass list and then restart your agents' clients.