Technical prerequisites

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

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:

Preventing browser tab sleeping

Modern browsers and operating systems suspend JavaScript activity in background tabs to conserve resources. For Vonage Contact Center, this can interrupt the heartbeat that maintains the agent's session, causing agents to be unexpectedly logged out while the tab is running in the background.

To prevent this, add the following URLs to your browser's list of sites that are always allowed to run in the background:

• [*.]vonage.com.

• [*.]newvoicemedia.com.

• [*.]contact-world.net.

• [*.]vonagenetworks.net.

• [*.]salesforce.com (Salesforce for Vonage and Service Cloud Voice only).

• [*.]force.com (Salesforce for Vonage and Service Cloud Voice only).

In Google Chrome:

1. In the address bar, go to chrome://settings/performance.

2. Under Always active, click Add.

3. Click Add sites manually.

4. Add each URL from the list above.

5. Turn off Memory Saver.

6. Turn off Energy Saver.

In Microsoft Edge (Chromium):

1. In the address bar, go to edge://settings/system.

2. Under Sleeping tabs, click Add next to Never put these sites to sleep.

3. Add each URL from the list above.

Operating System

• Windows:

  • Windows 11

  • Windows 10

• Mac OS:

  • macOS 26 (Tahoe)

  • macOS 15 (Sequoia)

• 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 and Real Time

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.

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

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.

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

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.

Advanced Reporting

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.

Vonage Contact Center for ServiceNow

This section describes the prerequisites for using Vonage Contact Center (VCC) with ServiceNow Voice (SNOW Voice).

Prerequisites

Llimitations

Supported workspaces

Vonage Contact Center for ServiceNow Voice requires a Configurable Workspace. Legacy agent workspaces are not supported.

For more information, see the ServiceNow documentation on workspace types.

ServiceNow application

Install the Vonage Contact Center for ServiceNow Voice application (scope: x_vhr_vonage_omni) from the ServiceNow Store. Follow the guided setup included with the application after installation.

Required plugins

The following ServiceNow plugins must be active in your instance before configuring the integration:

User roles

Each agent using Vonage Contact Center for ServiceNow Voice must be assigned the following roles:

You can assign roles directly to individual users or to a group, and then add users to that group.
For more information, see Configure agent access in Integration logic and end-to-end flow.

Phone number format

Telephone numbers in ServiceNow must be in the E.164 format (for example, +14155552671). This is required for correct call routing, screen popping, and click-to-dial functionality. For more information, see E.164 format.

Web browser

Vonage Contact Center for ServiceNow Voice runs inside the ServiceNow workspace in a browser. For the best experience, use the latest version of Google Chrome or Microsoft Edge (Chromium). Only one active browser tab per agent session is supported; opening multiple tabs can cause inconsistent telephony state or call drops.

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 Vonage Contact Center and SCIM integration for user provisioning.

Prerequisites