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Technical prerequisites

Technical prerequisites

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Version Date Comment
Current Version (v. 71) Jan 27, 2025 08:06 Helen Griffith :
Updated supported mac OS
v. 70 Aug 30, 2024 07:33 Helen Griffith
Moved operating system requirements for Screen Recording into the applicable section (Screen Recording)
v. 69 May 13, 2024 12:30 Helen Griffith
Corrected typo
v. 68 May 08, 2024 12:42 Helen Griffith
Added note about VDI support for WebRTC
v. 67 Feb 09, 2024 10:56 Helen Griffith
Removed note about WebRTC not being supported in VDI — it now is
v. 66 Feb 06, 2024 13:35 Helen Griffith
Added note about allowing media autoplay in Microsoft Edge (Chromium) browsers for WebRTC
v. 65 Jan 23, 2024 11:52 Helen Griffith
Added note about maintaining supported Salesforce packages
v. 64 Jul 12, 2023 10:56 Helen Griffith
Expanded "processor and memory" section
v. 63 Jul 12, 2023 10:53 Helen Griffith
Corrected names of Mac OS
v. 62 Jun 12, 2023 10:59 Helen Griffith
Updated supported Chrome OS release
v. 61 Jun 09, 2023 11:51 Helen Griffith
Added section on supported operation systems
v. 60 May 31, 2023 12:55 Helen Griffith
Minor changes to improve readability
v. 59 Feb 09, 2023 17:58 Helen Griffith
Added system requirements for Screen Recording in Vonage Contact Center (Vonage CC Screen Recording desktop application)
v. 58 Dec 22, 2022 14:22 Helen Griffith
Added link to further information about supported editions
v. 57 Dec 20, 2022 14:27 Helen Griffith
Minor update to section on supported browsers for WebRTC
v. 56 Mar 24, 2022 16:02 Helen Griffith
Added note regarding using IPv4 in prefix policies with WebRTC
v. 55 Feb 16, 2022 11:46 Helen Griffith
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 Sept 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 Sept 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 Sept 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 Sept 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

For information about 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.

  • Web storage (both session storage and local storage) (if using for ContactPad)

We support the following browsers:

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

Operating systems

We support the following operating systems and versions:

  • 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.

  • 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. 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