Technical prerequisites

In this page

Version history
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Version Date Comment
Current Version (v. 54) Nov 17, 2021 15:35 Helen Griffith:
Added bandwidth used by Screen Recording
v. 53 Oct 20, 2021 13:04 Helen Griffith
Added virtual environment support
v. 52 Sep 06, 2021 13:44 Helen Griffith
Removed references to IE11—IE11 is no longer supported
v. 51 Jul 19, 2021 07:52 Helen Griffith
Added WebSockets to list of web browser requirements
v. 50 Jun 07, 2021 12:12 Helen Griffith
Added Microsoft Edge (Chromium) as supported browser for WebRTC
v. 49 Apr 13, 2021 12:50 Helen Griffith
Updated IE11 section—IE11 is no longer supported
v. 48 Mar 15, 2021 08:50 Helen Griffith
Formatting
v. 47 Dec 15, 2020 10:50 Helen Griffith
Reformatted version history section
v. 46 Nov 09, 2020 10:54 Helen Griffith
Added "Where relevant, you must also add http://www.nexmo.com to your VPN client's proxy bypass list and then restart your agents' clients."
v. 45 Nov 09, 2020 10:52 Helen Griffith
Added new allowlist requirement for using VPN clients with WebRTC
v. 44 Oct 28, 2020 14:39 Helen Griffith
Added two IP addresses to Inbound VCC traffic sections
v. 43 Oct 26, 2020 10:39 Helen Griffith
Added 'Date and time settings' section
v. 42 Sep 28, 2020 13:19 Helen Griffith
Improved firewall-configuration section
v. 41 Jul 02, 2020 15:56 Helen Griffith
Updated to 'allowlisting'
v. 40 Jun 24, 2020 15:27 Helen Griffith
Added removal of support for Microsoft® Internet Explorer® version 11 from 01/01/21
v. 39 May 27, 2020 08:46 Helen Griffith
Added clarification re. firewalls and port numbers for WebRTC configuration
v. 38 May 20, 2020 15:18 Helen Griffith
Corrected IP address link
v. 37 May 13, 2020 14:29 Helen Griffith
Added "All service endpoints are IPv4, IPv6 is not currently supported."
v. 36 Apr 29, 2020 13:21 Helen Griffith
Updated WebRTC firewall recommendations
v. 35 Apr 29, 2020 13:20 Helen Griffith
Updating product name (NewVoiceMedia to Vonage Contact Center)
v. 34 Feb 26, 2020 14:53 Helen Griffith
Added new IP addresses for emea firewall configuration
v. 33 Jan 08, 2020 13:01 Helen Griffith
Added more IP addresses for firewall configuration for WebRTC
v. 32 Oct 15, 2019 07:37 Helen Griffith
Added requirement for wired Ethernet connection and lack of support for virtual environments
v. 31 May 23, 2019 09:57 Helen Griffith
Added note re: not supporting Safari with Conversation Analyzer Analytics.
v. 30 Apr 25, 2019 09:14 Helen Griffith
Further clarification in Firewall Configuration section
v. 29 Apr 23, 2019 07:39 Helen Griffith
Fix link to Motivate page
v. 28 Apr 23, 2019 07:36 Helen Griffith
Modified WebRTC firewall section—refers to third party list of IP addresses
v. 27 Feb 28, 2019 16:12 Helen Griffith
Updated IP address for firewalls in EMEA
v. 26 Feb 04, 2019 09:20 Helen Griffith
Updated Safari support to latest version of Safari
v. 25 Dec 17, 2018 13:56 Helen Griffith
Added note regarding upcoming update to Safari support
v. 24 Nov 19, 2018 10:29 Helen Griffith
Firewall updates for Improved Disaster Recovery (DR) for NewVoiceMedia (NVM) User Logins feature
v. 23 Sep 05, 2018 06:54 Helen Griffith
Updates to outbound IP address for APAC and US + TLS reqs for Mid Call
v. 22 Aug 28, 2018 17:26 Helen Griffith
Updated WebRTC firewall configuration
v. 21 Jul 02, 2018 12:18 Helen Griffith
Updated Web Browsers section to reflect no support for Call Recordings, etc. in IE11.
v. 20 Jun 04, 2018 11:05 Helen Griffith
Updated IP addresses to whitelist for WebRTC
v. 19 Apr 20, 2018 09:12 Helen Griffith
Updates to processor and memory section, Added application acceleration information
v. 18 Apr 18, 2018 12:22 Helen Griffith
Updated Call Recordings port to 22 (SFTP)
v. 17 Mar 08, 2018 08:34 Helen Griffith
Various changes from ContactWorld --> NewVoiceMedia
v. 16 Feb 01, 2018 10:29 Helen Griffith
Added WebRTC for ContactWorld extension requirement
v. 15 Jan 17, 2018 08:29 Helen Griffith
Clarified WebRTC browser support
v. 14 Jan 10, 2018 11:41 Helen Griffith
Clarified WebRTC browser support
v. 13 Dec 04, 2017 12:39 Helen Griffith
Updated WebRTC section—must now add all IP addresses
v. 12 Nov 14, 2017 11:35 Helen Griffith
Corrected typo: licence --> license
v. 11 Aug 07, 2017 15:34 Helen Griffith
Added clarification to server- and client-side ports in WebRTC section
v. 10 Jun 22, 2017 13:15 Helen Griffith
Updated IP address for EMEA and WebRTC
v. 9 Apr 18, 2017 07:06 Helen Griffith
Added Firefox as a supported browser for WebRTC
v. 8 Jan 19, 2017 13:40 Helen Griffith
Amended Salesforce integration support for WebRTC.
v. 7 Jan 05, 2017 13:31 Helen Griffith
Updated WebRTC section: recommendations for alternative phones and requirement for Salesforce console.
v. 6 Nov 16, 2016 08:49 Helen Griffith
Updated WebRTC bandwidth from 6-8 kilobytes per second to 100 kilobits per second value
v. 5 Oct 31, 2016 13:43 Helen Griffith
Removed support for IE 9 and 10
v. 4 Sep 26, 2016 10:54 Helen Griffith
Added Motivate section with link to Motivate install guide
v. 3 Jul 19, 2016 06:57 Helen Griffith
Added note regarding session settings in ContactWorld in Salesforce section
v. 2 Jul 19, 2016 06:55 Helen Griffith
Removing Microsoft® Internet Explorer® version 8 support from Summer 16
v. 1 Jan 05, 2016 14:55 Helen Griffith

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

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:

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

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

Vonage does not recommend and cannot support using WebRTC with any VDI. Vonage strongly recommends that you use a hard phone—or a locally installed soft phone—when using VCC in a VDI environment.

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.

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.

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

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 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 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.

Firewall configuration

In this section

Version history
 Expand | Collapse

Version Date Comment
Current Version (v. 8) Oct 25, 2021 10:26 Helen Griffith:
Removed decommissioned data centers
v. 7 Mar 15, 2021 08:52 Helen Griffith
Added *nexmo.com to list of URLs to allowlist
v. 6 Dec 15, 2020 10:51 Helen Griffith
Added version history section
v. 5 Oct 28, 2020 14:35 Helen Griffith
v. 4 Oct 19, 2020 13:23 Helen Griffith
v. 3 Oct 15, 2020 06:46 Helen Griffith
Removed ambiguous and superfluous sentence from Cloudfront section
v. 2 Oct 14, 2020 10:35 Helen Griffith
Fixing typo in Amplitude URL
v. 1 Sep 28, 2020 13:11 Helen Griffith


You must read this entire section to ensure that you configure your firewall correctly.

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)

Add the following URLs to your allowlist:

  • *.newvoicemedia.com
  • *.api.newvoicemedia.com
  • *.contact-world.net
  • api.amplitude.com
  • bam.nr-data.net
  • js-agent.newrelic.com
  • *.nexmo.com

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
35.177.29.140
3.126.229.159
18.184.245.197

USA

54.208.98.242
54.209.40.204
54.219.131.57
54.219.131.71

APAC

54.252.173.50
54.252.187.75
54.254.137.133
54.254.157.106

WebRTC

Your firewalls should allow inbound and outbound traffic as specified in the following list:

Also you must add all the IP addresses listed in the following pages:

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 your VPN client'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.

Outbound VCC traffic

Outbound IP addresses

Outbound IP addresses are used for standard web access, for example, agents and supervisors accessing Vonage Contact Center applications. All customers will need to allow 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:

VCC RegionIP addresses (outbound)
EMEA

35.178.30.136
3.11.193.198
3.126.22.243
3.121.175.40

USA107.23.216.122
18.208.11.69
54.176.97.247
54.176.165.234
APAC13.236.101.83
13.55.214.98
52.74.111.52
52.77.102.86

--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.

This list of addresses is subject to change.

There might be multiple AWS regions associated with your VCC region:

VCC regionAWS region IDAWS region name
EMEA

eu-central-1Frankfurt

eu-west-2London
USA

us-east-1North Virginia

us-west-1North California

us-west-2Oregon
APAC

ap-southeast-1Singapore

ap-southeast-2Sydney

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
35.177.29.140
3.126.229.159
18.184.245.197

USA

54.208.98.242
54.209.40.204
54.219.131.57
54.219.131.71

APAC

54.252.173.50
54.252.187.75
54.254.137.133
54.254.157.106

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

The IP addresses are all inbound addresses.

NewRelic

Add this range of IP addresses—162.247.240.0/22—to any existing firewall permissions.

Inbound addresses

The IP addresses are all inbound addresses.

WebRTC

Your firewalls should allow inbound and outbound traffic as specified in the following list:

Also you must add all the IP addresses listed in the following pages:

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 your VPN client's proxy bypass list and then restart your agents' clients.