Firewall configuration

Overview

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 (Adobe Analytics and Cloudfront)

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

  • *.nexmo.com

  • *.adobedtm.com 

  • recaptcha.net

  • gstatic.com

• Using fully qualified domain names (FQDN):

• WalkMe traffic

• Adobe Analytics

  Add the URL addresses specified in the following page to any existing firewall permissions: https://experienceleague.adobe.com/docs/analytics/technotes/ip-addresses.html?lang=en

You must also add the IP addresses specified in the following sections to your allowlist.

Screen recording traffic

The Screen Recording client communicates with Vonage servers to authenticate and maintain a WebSocket connection that provides updates about the interaction state.

To allow communication between the app and our servers:

1. The screen-recording-client application needs to be allowlisted on the traffic and application monitoring apps

2. Add the following URLs to your allowlist: