Technical prerequisites
- 1 General requirements and recommendations
- 2 Vonage Contact Center in Salesforce
- 3 SCIM integration
- 3.1 Prerequisites
- 4 Screen Recording in Vonage Contact Center (Vonage CC Screen Recording desktop application)
- 4.1 Operating systems
- 4.2 Bandwidth
- 4.3 RAM
- 4.4 Disk space
- 5 Telephony
- 5.1 WebRTC
- 6 Firewall configuration
- 6.1 Ports
- 6.2 Virtual private network (VPN)
- 6.3 Using URL allowlisting (recommended)
- 6.3.1 Inbound VCC traffic
- 6.3.2 Screen recording traffic
- 6.3.3 WebRTC traffic
- 6.3.4 Webhooks API traffic
- 6.3.5 Inbound VCC traffic
- 6.3.6 Outbound VCC traffic
- 6.3.7 --Amazon Web Services (AWS)
- 6.3.8 --Adobe Analytics
- 6.3.9 --Amplitude
- 6.3.10 --Cloudfront
- 6.3.11 --NewRelic
- 6.3.12 --Screen recording traffic
- 6.3.13 --WebRTC traffic
- 6.3.14 --Webhooks API traffic
Page warning
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
For information about the requirements of specific Vonage Contact Center features or products, see the relevant sections in this page or in the documentation for those features or products.
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.
ContactPad users: Web storage (both session storage and local storage).
We support the following browsers:
Google Chrome™, latest version
Microsoft® Edge, latest version
Mozilla® Firefox®, latest version
Apple® Safari®, latest version
ContactPad and ContactHub users
For organisations using ContactPad and ContactHub, you must configure your browser to allow cookies.
Browser Restrictions
To ensure full functionality, be aware of the following limitations:
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.
Local Network Access (LNA) restrictions in Chrome
Google Chrome (versions 142 and higher) includes a security feature called Local Network Access, which restricts the ability of websites to send requests to servers on a user's local network or local machine (also known as a loopback connection).
To ensure features like Screen Recording and WebRTC work correctly, users may be prompted by Chrome to grant permission to the site. If these prompts are ignored or denied, functionality will be lost.
Action Required
When you see a Chrome browser prompt asking to connect to a "local network" or "private network," you must allow it.
If these permissions are denied or ignored, the following issues will occur:
Feature | Impact of blocking the prompt |
|---|---|
Screen Recording | ContactPad will not be able to verify if Screen Recording is on. |
Salesforce (CTI) | You may experience "dual-ringing" or be unable to answer calls in pop-up windows. |
Note for Administrators
You can prevent these prompts from appearing for your agents by configuring the Chrome Enterprise Policy:
LocalNetworkAccessAllowedForUrls
Operating System
Windows:
Windows 11
Windows 10
Mac OS:
macOS 15 (Sequoia)
macOS 14 (Sonoma)
Chrome OS: latest long-term support channel (LTS) release
Processor and memory
Your processor speed and RAM must meet the recommended system requirements for your operating system. You must also ensure that they meet the specifications required for any applications and browsers you use.
Screen resolution
1024 x 768 pixels
Bandwidth
ContactPad uses 8 kilobytes per second (KBps)
Real Time (legacy) uses 16 KBps (based on 100 agents, 2 groups, and 2 queue icons)
Recommendation bandwidth = (number of ContactPad users x 8 KBps) + (number of Real Time (legacy) users x 16 KBps)
A call center with 20 agents using ContactPad, 2 supervisors using Real Time (legacy) and 1 wallboard user using Real Time (legacy) 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.
Bandwidth additional notes
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.
Latency additional notes
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. Therefore Vonage Contact Center is supported 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.
ContactPad with WebRTC in a virtual desktop
If you intend to use ContactPad with WebRTC, VDI support for WebRTC must be enabled for your account and agents must use WebRTC as described in the following page: Using WebRTC in ContactPad with a virtual desktop.
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
Supported versions of Salesforce managed packages
To ensure Vonage Contact Center continues to function correctly, you must maintain supported versions of integrated Salesforce packages. We cannot support deprecated or retired versions.
Item | Requirement/recommendation |
|---|---|
Minimum version |
|
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. |
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
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 |
Participation and Conversation Analyzer Storage Impact
If the flags to enable Participation and/or Conversation Analyzer Insights record creation are enabled (recommended when using advanced reporting capabilities), additional storage is required.
Each of these records:
Uses 2 KB of Salesforce storage
Is created per call
The number of records per call depends on:
The number of agents involved in the call (Participation records).
The number of Conversation Analyzer subcategories matched (Insights records).
Storage consumption therefore varies depending on call complexity and configuration.
Motivate
For information about prerequisites for Motivate, see the relevant sections in Motivate.
SCIM integration
VCC supports automated user provisioning and deprovisioning via SCIM (System for Cross-domain Identity Management) integration with Microsoft Entra ID (formerly Azure AD). When users are added to Entra ID and assigned to the VCC enterprise application, VCC automatically creates their accounts. When users are deactivated or unassigned, VCC immediately revokes access, eliminating manual account management and reducing security risks.
For detailed configuration steps and integration workflows, see SCIM integration for user provisioning.
Prerequisites
Item | Requirement/recommendation |
|---|---|
Microsoft Entra ID requirements | Your Microsoft Entra ID tenant must meet the following requirements to support SCIM provisioning:
|
VCC requirements | Your VCC account must meet the following requirements to enable SCIM integration:
VCC package availability SCIM Integration is available in all VCC packages. |
Network requirements | Your network connectivity must be configured to allow communication between Entra ID and VCC:
|
Identity provider support | This integration only supports Microsoft Entra ID (formerly Azure AD). Unsupported providers Other identity providers, including Okta, Ping Identity, OneLogin, Google Workspace, and JumpCloud, are not supported. |
Screen Recording in Vonage Contact Center (Vonage CC Screen Recording desktop application)
The Vonage CC Screen Recording desktop application requires a stable internet connection. In addition, the application has the following system requirements:
Operating systems
We do not currently support Screen Recording in Chrome OS.
Bandwidth
The minimum bandwidth required for screen recording is approximately 200 KBps for each screen being recorded.
Bandwidth additional notes
This is only a guide — actual bandwidth used depends on what the agent is doing on their recorded screens; recording screens that include videos will require a much larger bandwidth than recording a static screen.
RAM
2 GB
Disk space
The installation directory needs approximately 300 MB.
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. |
Location support
Vonage will provide additional IP and port information where relevant for your location.
WebRTC
Headset support
To maintain consistent call quality and performance, Vonage extensively evaluates headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). While not every model from these manufacturers is tested, our experience with their product lines provides confidence that most of their headsets will perform well with Vonage Contact Center.
Additional requirements for using WebRTC
Item | Requirement/recommendation |
|---|---|
Supported browsers | For the best experience, we recommend that you use WebRTC with the latest versions of Google Chrome and Microsoft Edge (Chromium). 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. |
Media autoplay | If using Microsoft Edge (Chromium), agents must allow audio to play automatically either for all sites or for the following URLs:
For information about media autoplay, see Microsoft Support. |
Firewall configuration
About this page
You must read this entire section to ensure that you configure your firewall correctly.
Inbound and outbound traffic terminology:
Inbound describes traffic from VCC.
Outbound describes traffic to VCC.
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 are processed in a timely and efficient manner (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).
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
*.vonagenetworks.net
*.cc.vonage.com
*.api.cc.vonage.com
*.newvoicemedia.com
*.api.newvoicemedia.com
*.contact-world.net
api.amplitude.com
bam.nr-data.net
js-agent.newrelic.com
*.nexmo.com
*.adobedtm.com
recaptcha.net
gstatic.com
Using fully qualified domain names (FQDN):
WalkMe traffic
Vonage Contact Center uses a third party tool—WalkMe—to inform supervisors and administrators about new features and guide them when using the portal. To benefit from this functionality, you must add the following domains to your allowlist:Critical domains
Domain | Purpose of domain | If access blocked |
|---|---|---|
*.walkme.com | Load the WalkMe product | WalkMe will not function |
s3.walkmeusercontent.com | Images in WalkMe Solutions hosted by WalkMe’s AWS | Images in WalkMe Solutions that are hosted by WalkMe’s AWS will not appear |
Recommended
Domain | Purpose of domain | If access blocked |
|---|---|---|
clients2.google.com/service/update2/crx | Update Chrome extensions | WalkMe Chrome extensions (Player and Editor) will not be able to update |
safari-extensions.apple.com/details/ | Update Safari extensions | WalkMe Safari extension (Player and Editor) will not be able to update |
For more information, see Access Requirements for WalkMe - WalkMe Help Center.
Adobe Analytics
Add the URL addresses specified in the following page to any existing firewall permissions: IP addresses used by Adobe Analytics.
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 home region | IP addresses (inbound) |
|---|---|
EMEA | 3.10.100.255 |
NAM | 3.222.22.251 |