In this page

Version history

Expand | Collapse

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

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.

Package	Supported	Deprecated*	Retired
Vonage Contact Center Core Components	24.108 or higher	23.108 or lower	23.106 or lower
Vonage Contact Center for Salesforce	24.101 or higher	24.100 or lower	23.117 or lower
Vonage for Service Cloud Voice	24.129.1 or higher	24.124 or lower	23.118 or lower
Vonage Contact Center Advanced Reporting	2.83 or higher (version 2.85 is highly recommended using the new flags)	2.80 or lower	2.76 or lower
Vonage Contact Center Connect	24.100 or higher	23.149 or lower	23.149 or lower

* These packages will be retired after the Q3 2024 release

Item	Requirement/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 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

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 List	1	2
Dial List Processing Time	1	2
Dial List Agent	50	100
Pending Dial Entry	500	1000
Active Dial Entry	50	100
Processed Dial Entry	10,000	20,000
Interaction Event	5,000	10,000
Interaction Event Note	5,000	10,000
Task	5,000	10,000
Totals	25,602	51,204
Short Lived	602	1,204
Long Lived	25,000	50,000

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

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 Motivate, see the relevant sections in Motivate.

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.

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: 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

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: .vonage.com .newvoicemedia.com *.contact-world.net For information about media autoplay, see Microsoft Support.

Firewall configuration

In this section

Ports
- Outbound
- Inbound
Virtual private network (VPN)
Using URL allowlisting (recommended)
Using IP allowlisting

Version history

Expand | Collapse

Version	Date	Comment
Current Version (v. 28)	Jun 26, 2024 16:13	Helen Griffith : Removed legacy APAC URLs and IP addresses
v. 27	Apr 16, 2024 07:32	Helen Griffith Updated WebRTC destination media ports to ephemeral range
v. 26	Jan 08, 2024 10:55	Helen Griffith Added Adobe Analytics sections
v. 25	Oct 11, 2023 10:57	Helen Griffith Added Webhooks IPs that need to be added to allowlist
v. 24	Oct 09, 2023 11:16	Helen Griffith Updated outbound port for SFTP access
v. 23	Jul 05, 2023 10:17	Helen Griffith Added that SFTP access to call recordings will need additional port from Oct 1, 23
v. 22	Jun 13, 2023 09:57	Helen Griffith Removed AWS region us-west-1
v. 21	Jun 13, 2023 09:51	Helen Griffith Removed references to cloud 16 and 17
v. 20	Jun 12, 2023 10:20	Helen Griffith Removed old NAM IP addresses
v. 19	May 31, 2023 12:50	Helen Griffith
v. 18	May 31, 2023 12:49	Helen Griffith
v. 17	May 09, 2023 15:24	Helen Griffith Moved WalkMe traffic into list of URLs to be allowlisted
v. 16	May 04, 2023 12:17	Helen Griffith Added date by which new APAC IP addresses must be added to allowlist
v. 15	Mar 31, 2023 14:39	Helen Griffith New IP addresses added for inbound traffic in APAC
v. 14	Jan 04, 2023 17:10	Helen Griffith Removed stun.l.google.com:19302 domain from WebRTC config section
v. 13	Dec 14, 2022 13:17	Helen Griffith Added stun.l.google.com:19302 domain to WebRTC config section
v. 12	Oct 17, 2022 09:48	Helen Griffith Added WalkMe configuration section
v. 11	Jun 29, 2022 13:18	Helen Griffith Added fully qualified domain names (FQDN) to 'Using URL allowlisting (recommended)' section
v. 10	Feb 14, 2022 14:44	Helen Griffith Added .vonage.com and .cc.vonage.com to list of URLs to allow list
v. 9	Feb 08, 2022 08:50	Helen Griffith Renamed USA-->NAM, updated NAM section with additional addresses, removed outbound IPs
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	Sept 28, 2020 13:11	Helen Griffith

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)

SFTP access to call recordings requires TCP port 44044.

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
- *.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

Using fully qualified domain names (FQDN):

Region	URL
EMEA	emea.cc.vonage.com emea.api.cc.vonage.com emea-message-relay.contact-world.net api-eu.cc.vonage.com prd-emea-lon.contact-world.net prd-emea-fra.contact-world.net prd-emea-lon-app01-message-relay.contact-world.net prd-emea-fra-app01-message-relay.contact-world.net api-prd-emea-lon.contact-world.net api-prd-emea-fra.contact-world.net emea.newvoicemedia.com emea.api.newvoicemedia.com
APAC	apac.cc.vonage.com apac.api.cc.vonage.com apac-message-relay.contact-world.net api-ap.cc.vonage.com prd-apac-syd.contact-world.net prd-apac-sin.contact-world.net prd-apac-syd-app01-message-relay.contact-world.net prd-apac-sin-app01-message-relay.contact-world.net api-prd-apac-syd.contact-world.net api-prd-apac-sin.contact-world.net apac.newvoicemedia.com apac.api.newvoicemedia.com
NAM	nam.cc.vonage.com nam.api.cc.vonage.com nam-message-relay.contact-world.net api-us.cc.vonage.com prd-nam-ric.contact-world.net prd-nam-pdx.contact-world.net prd-nam-ric-app01-message-relay.contact-world.net prd-nam-pdx-app01-message-relay.contact-world.net api-prd-nam-ric.contact-world.net api-prd-nam-pdx.contact-world.net nam.newvoicemedia.com nam.api.newvoicemedia.com

Region

URL

EMEA

emea.cc.vonage.com

emea.api.cc.vonage.com

emea-message-relay.contact-world.net

api-eu.cc.vonage.com

prd-emea-lon.contact-world.net

prd-emea-fra.contact-world.net

prd-emea-lon-app01-message-relay.contact-world.net

prd-emea-fra-app01-message-relay.contact-world.net

api-prd-emea-lon.contact-world.net

api-prd-emea-fra.contact-world.net

emea.newvoicemedia.com

emea.api.newvoicemedia.com

APAC

apac.cc.vonage.com

apac.api.cc.vonage.com

apac-message-relay.contact-world.net

api-ap.cc.vonage.com

prd-apac-syd.contact-world.net

prd-apac-sin.contact-world.net

prd-apac-syd-app01-message-relay.contact-world.net

prd-apac-sin-app01-message-relay.contact-world.net

api-prd-apac-syd.contact-world.net

api-prd-apac-sin.contact-world.net

apac.newvoicemedia.com

apac.api.newvoicemedia.com

NAM

nam.cc.vonage.com

nam.api.cc.vonage.com

nam-message-relay.contact-world.net

api-us.cc.vonage.com

prd-nam-ric.contact-world.net

prd-nam-pdx.contact-world.net

prd-nam-ric-app01-message-relay.contact-world.net

prd-nam-pdx-app01-message-relay.contact-world.net

api-prd-nam-ric.contact-world.net

api-prd-nam-pdx.contact-world.net

nam.newvoicemedia.com

nam.api.newvoicemedia.com

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 is 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 is 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 https://support.walkme.com/knowledge-base/access-requirements-for-walkme/.

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:

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 35.177.29.140 3.126.229.159 18.184.245.197
NAM	3.222.22.251 3.210.155.126 35.86.33.112 54.68.201.219
APAC	13.54.78.128 54.79.123.45 54.169.14.70 13.250.67.212

WebRTC traffic

To make our WebRTC solution more resilient, we use two WebRTC providers. You must configure your firewall for both providers.

Adding an IP address to your outbound firewall enables both inbound and outbound WebRTC traffic so you do not need to add the IP address to your inbound firewall too.

Vonage WebRTC provider
When using WebRTC, you must use IPv4 over IPv6 in prefix policies.
Purpose Protocol Source IP Source port Destination port Destination IP
Signalling/presence TCP Your local network addresses *Ephemeral range 443 See Destination IP addresses.
Media UDP *Ephemeral range
*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, with source ports generally up to 20,000 and destination ports generally over 50,000.

Destination IP addresses
Your firewall settings should allow outbound traffic as specified in the following list:
Backup WebRTC provider
Add all the IP addresses listed in the following pages to your allowlist:
- https://www.twilio.com/docs/stun-turn/regions
- https://www.twilio.com/docs/voice/client/javascript/voice-client-js-and-mobile-sdks-network-connectivity-requirements

Purpose	Protocol	Source IP	Source port	Destination port	Destination IP
Signalling/presence	TCP	Your local network addresses	*Ephemeral range	443	See Destination IP addresses.
Media	UDP	*Ephemeral range

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

Webhooks API traffic

To use Vonage Contact Center's Webhooks API, your firewall settings should allow inbound traffic as specified in the following list:

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.

Inbound VCC traffic

VCC home region	IP addresses (inbound)
EMEA	3.10.100.255 35.177.29.140 3.126.229.159 18.184.245.197
NAM	3.222.22.251 3.210.155.126 35.86.33.112 54.68.201.219
APAC	13.54.78.128 54.79.123.45 54.169.14.70 13.250.67.212

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:

--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 region	AWS region ID	AWS region name
EMEA
	eu-central-1	Frankfurt
	eu-west-2	London
NAM
	us-east-1	North Virginia
	us-west-2	Oregon
APAC
	ap-southeast-1	Singapore
	ap-southeast-2	Sydney

--Adobe Analytics

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

--Amplitude

Add the IP addresses specified in the following page to any existing firewall permissions:

https://help.amplitude.com/hc/en-us/articles/360024419152

--Cloudfront

Add the IP addresses specified in the following page to any existing firewall permissions:

http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips.

Inbound addresses

The IP addresses are all outbound 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 outbound addresses.

--WebRTC traffic

To make our WebRTC solution more resilient, we use two WebRTC providers. You must configure your firewall for both providers.

Adding an IP address to your outbound firewall enables both inbound and outbound WebRTC traffic so you do not need to add the IP address to your inbound firewall too.

Vonage WebRTC provider
When using WebRTC, you must use IPv4 over IPv6 in prefix policies.
Purpose Protocol Source IP Source port Destination port Destination IP
Signalling/presence TCP Your local network addresses *Ephemeral range 443 See Destination IP addresses.
Media UDP *Ephemeral range
*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, with source ports generally up to 20,000 and destination ports generally over 50,000.

Destination IP addresses
Your firewall settings should allow outbound traffic as specified in the following list:
Backup WebRTC provider
Add all the IP addresses listed in the following pages to your allowlist:
- https://www.twilio.com/docs/stun-turn/regions
- https://www.twilio.com/docs/voice/client/javascript/voice-client-js-and-mobile-sdks-network-connectivity-requirements

Purpose	Protocol	Source IP	Source port	Destination port	Destination IP
Signalling/presence	TCP	Your local network addresses	*Ephemeral range	443	See Destination IP addresses.
Media	UDP	*Ephemeral range

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

--Webhooks API traffic

To use Vonage Contact Center's Webhooks API, your firewall settings should allow inbound traffic as specified in the following list:

General requirements and recommendations

Web browsers

Operating systems

Processor and memory

Screen resolution

Bandwidth

Latency

Connections

Virtual environments

Date and time settings

Vonage Contact Center in Salesforce

Connect

Data requirements

Short lived custom objects

Long lived custom objects

Example storage usage scenario

Advanced Reporting

Motivate

Screen Recording in Vonage Contact Center (Vonage CC Screen Recording desktop application)

Operating systems

Bandwidth

RAM

Disk space

Telephony

WebRTC

Additional requirements for using WebRTC

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Ports

Outbound

Inbound

Virtual private network (VPN)

Using URL allowlisting (recommended)

WalkMe traffic

Adobe Analytics

Inbound VCC traffic

WebRTC traffic

Webhooks API traffic

Using IP allowlisting

Inbound VCC traffic

Outbound VCC traffic

--Adobe Analytics

--Amplitude

--Cloudfront

--NewRelic

--WebRTC traffic

--Webhooks API traffic

Firewall configuration

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