five9-technical-requirements.pdf

March 26, 2018 | Author: Edward Reyes | Category: Transport Layer Security, Web Browser, Google Chrome, Operating System, Public Key Certificate
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Cloud Contact CenterSoftware Five9 Technical Requirements Version 2.3.10 April 22, 2016 The Five9 Technical Requirements document has been compiled to assist Five9 Customers and Partners with deployment, configuration, and troubleshooting of the Five9 application suite. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright © 2016 Five9, Inc. About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com. Trademarks Five9® Five9 Logo Five9® SoCoCare™ Five9® Connect™ ii Five9 Technical Requirements Contents What’s New in this Guide.............................................................. vii Chapter 1 Environment and Security Technical Requirements ............................... 1 Five9 and RMI.................................................................................... 1 Five9 and RTP ................................................................................... 1 Network Assessment Test for Voice Quality ..................................................... 2 Digital Certificates .................................................................................. 2 Thawte, Inc. Certificate ....................................................................... 2 VeriSign Certificates ........................................................................... 2 GeoTrust and RapidSSL Certificates ......................................................... 3 Supported SSL-TLS Protocols Versions............................................................ 3 Chapter 2 Agent and Supervisor Applications Technical Requirements..................... 4 Web-Based Application Requirements............................................................ 4 Workstation Requirements for Web-Based Applications.................................. 4 PC Workstation Requirements for Web-Based Applications ......................... 5 Apple Mac Workstation Requirements for Web-Based Applications................ 5 Operating Systems for Web-Based Applications ........................................... 5 Windows Operating Systems for Web-Based Applications (32- and 64-Bit) ....... 5 Workstation User Access Privileges for Web-Based Applications ................... 6 Apple Mac Operating Systems Supported for Web-Based Applications ............ 6 Web Browsers Supported for Web-Based Applications .................................... 6 Web Browsers Supported for Web-Based Applications on PC Platforms (32-Bit). 6 Web Browsers Supported for Web-Based Applications on Apple Mac Platforms . 7 Tools and Add-On Requirements .................................................................. 7 Five9 Agent Virtual Desktop .................................................................. 7 Hardware Requirements for Agent Workstation in Virtual Environment .......... 8 Five9 Virtual Machine Supported Operating Systems................................. 8 Citrix Platforms Supported for Virtual Desktop Infrastructure ..................... 9 Virtualization Server ...................................................................... 9 Five9-Specific Configuration of Citrix XenApp Server..................................... 9 Five9 Java-Based Application Requirements ................................................... 10 Workstation Requirements ................................................................... 10 Windows Platforms ....................................................................... 11 Apple Mac Platforms ..................................................................... 11 Java Requirements ....................................................................... 11 Operating Systems Supported for Java-Based Applications ............................. 12 Windows Operating Systems for Java-Based Applications (32- and 64-Bit) ...... 12 iii Five9 Technical Requirements ........... 21 Windows Platforms (32-bit versions only)..................... 22 Apple Mac Operating Systems....................................................................... 18 Private SIP Trunking for Five9 Gateway to Customer Gateway ................ 22 Five9 Agent Desktop Toolkit ...................................................... 25 iv Five9 Technical Requirements ..... 16 Five9 Integrated Administration Console ......................................... and Email Channels.. 14 Workstation Requirements for Supervisors using Spreadsheet Dashboard .......................and 64-Bit Operating Systems ............................................................... 13 Windows Platforms (32-bit versions only)................ 16 Agent Desktop with Chat............................................................................................................... 16 Five9 Visual IVR . 23 Java Requirements ............................................ 18 Chapter 4 Five9 Agent Integrations......................... 19 Requirements for Web-Based Adapters ..... 19 Workstation Requirements for Plus Adapters ........ 20 Operating Systems Supported with Plus Adapters ....................................................................................... 15 Dashboards........ Social..... 20 Apple Mac ................................................................................................................................................. 14 Headsets for Apple iPad ...... 20 Windows 32 and 64 Bits .. 21 Mac Platforms .............................................. 12 Apple Mac Operating Systems for Java-Based Applications .............................................................. 13 Apple MAC Platforms .................................. 14 Apple iPad system Requirements.......... 20 Apple Mac Platforms ... 23 Web Browsers (32-bit versions only) on Windows Platforms ......................................................... 20 Windows Platforms ................... 16 Chapter 3 Five9 SIP Trunking Options............................................. 13 Web Browsers Supported for Java-Based Applications. 21 Requirements for Java-Based Adapters ........................................................................................ 24 Version 3 Adapter for Salesforce ..............................................................................................................................Five9 Agent or Supervisor Workstation User Access Privileges ................... 22 Windows 32....................................................................... 19 Managed Package for Salesforce ............ 17 Private SIP Trunking by Five9 ITSP Providers........................................................ 13 Five9 Supervisor Additional Requirements.. 15 Five9 Web Page Security and Visual IVR Scripts ........................................................................... 15 Application and Feature Operating Notes ........................................................................................................................................................................................................................................................... 24 Open CTI Adapter for Salesforce ...................................................................................... 17 SIP Trunking by Customer ITSP Provider ....................................................................................................................................................... 15 Five9 Adapter for Oracle Service Cloud with Chat ...................................... 22 Additional Requirements ... 23 Web Browsers on Mac Platforms............................................... 21 Web Browsers Supported with Plus Adapters..................................................................................................... 23 Five9 Adapters for Salesforce.................................................................................... 22 Operating Systems ................................................................................. 14 Headset Requirements for Agents and Supervisors........................................................................... ..... 45 TCP/UDP Port Requirements for FTP/SFTP Access ....... 29 NICE Application Requirements .................................................................................... 31 Supervisor Desktop Requirements for NICE ........................................................................................................................................................................ IP Address Ranges............................................................ 29 Agent Desktop Requirements for NICE ...........................Version 4 Adapter for Salesforce ................................... 29 Agent Desktop Workstation User Access Privileges for NICE ......................................... 48 v Five9 Technical Requirements ................. 39 Five9 Network Requirements (LAN and WAN) ..................... 39 Direct Connection—Required Criteria .......................... 33 NICE Client Applications Required ......................................................................................................................................................................... 36 Firewall Requirements ............ 35 Agent Desktop Requirements ........ 33 NICE Network Requirements (LAN and WAN) . 28 Chapter 5 NICE Requirements ................................................................ 47 Workstation QoS Option ......... 26 Five9 Adapter for NetSuite...... 38 Virtual Private Network (VPN) ................................................. 38 Five9 Network Options..................................................................... 42 CounterPath Softphone Requirements ...................................................................... 39 Direct Connection Option ........................................ 38 VPN and Private IP Addresses ............................................................ 36 Applications Required.................................................... 45 TCP/UDP Port Requirements for PSTN Customers .............................. 46 API Customers (excluding CTI Web Services API) .................... 43 SIP Firewall Note................................................................................................................................................................... 42 Five9 Internet Domains ....................................................................... 27 Five9 Adapter for Velocify ............. 42 Five9 IP Address Ranges ........... 34 NICE Firewall Requirements .................................... 36 Network Requirements (LAN and WAN) .................................................. 41 Whitelisted Internet Domains and IP Addresses.............................. 35 Workforce Planners and Supervisors Desktop Requirements............. Ports..................... 44 TCP/UDP Port Requirements for Gateway Customers ................................................ 43 TCP/UDP Port Requirements for Softphone Customers........ 26 Five9 Adapter for Oracle Service Cloud ............................................................................................ 38 Five9 Network Connectivity................................................................................................................................................................................................. 36 Chapter 6 Network Requirements ....................... and Network Traffic ........................................................... 31 Supervisor Desktop Workstation User Access Privileges for NICE ........................................................................................................ 43 DNS Note ........... 47 Five9 Quality of Service (QoS) Features............................................................................ 47 CTI Web Services API Customers ..................................... 40 Other VoIP Services and Phones..................................................................................................................... 34 NICE WFM Workforce Management Application Requirements .......................... 47 3rd-Party Software ...................... 38 VPN and Quality of Service (QOS) ............................................................. 27 Five9 Cloud API Web Services (Custom Integration) ..... ................................................Network QoS Option........... 49 Reference Documents............................................ 51 vi Five9 Technical Requirements ............... 49 Terms Used in This Document ............................................................................ 48 Appendix A References............................................................................................................ 2016 • Added a note for users of Google Chrome version 48+ about creating a specific call center if your agents plan to use this browser. February 8. 2016 • Added requirements for Agent Desktop Plus and Five9 Plus Adapters. November 30.0_65 32-bit).8. 2016 • Added a note listing limitations of IE11 with Salesforce Sales Cloud: Windows Platforms (32-bit versions only). 2016 • Updated Java support information: Java 8. Update 71 32-bit (JRE 1.0_66 32-bit). 2016 • Modified statement about CounterPath Softphone Requirements. Update 66 32-bit (JRE 1. 2015 • Updated Java support information: Java 8. October 23. Update 65 32-bit (JRE 1. vii Five9 Technical Requirements .8.0_71 32-bit) • Added requirement to disable Dell Wyse File-Based Filter Control (FBWF) for VDI thin clients: Hardware Requirements for Agent Workstation in Virtual Environment. 2016 • Updated Firefox support to version 43 and 44. 2015 • Updated Java support information: Java 8.Chapter 3 What’s New in this Guide This table lists the changes made in the last six releases of this document: Release Changes April 22. 2016 • Updated the JRE support information: Java 8 update 91. March 2.8. • Updated Safari support to version 9. April 12. including security and network requirements updates: – Web-Based Application Requirements – Requirements for Web-Based Adapters – Supported SSL-TLS Protocols Versions – Five9 Network Requirements (LAN and WAN) • Added a cautionary statement regarding use of wireless headsets: Headset Requirements for Agents and Supervisors. • Updated Java support information: Java 8 updates 73 and 77 32-bit. February 24. January 20. • Added CounterPath Softphone Requirements. February 2. • Updated Internet Explorer support to version 11. • Updated the Managed Package for Salesforce. 0_60 32-bit).What’s New in this Guide Release Changes September 21. without Edge browser support. September 9. – Five9-Specific Configuration of Citrix XenApp Server – Five9 Agent Integrations September 2. – Five9-Specific Configuration of Citrix XenApp Server – Five9 Agent Integrations • Added support for Windows 10.8. 2015 • Updated browser support for Firefox versions 39 and 40. 2015 • Added requirements for an Agent virtual desktop: Five9 Agent Virtual Desktop. 2015 viii • Updated Java support information for Release 9.0: Java 8. Five9 Technical Requirements . Update 60 32-bit (JRE 1. Chapter 1 Environment and Security Technical Requirements Network Assessment Test for Voice Quality Digital Certificates Supported SSL-TLS Protocols Versions Five9 and RMI Instead of normal http communications. Intercepting the RTP stream to listen in on a leg of the call would require local network access to successfully rebuild the packets into an intelligible voice stream. the same protocol that is used to secure financial transactions on the Internet. 1 Five9 Technical Requirements . The voice packet transfer uses the User Datagram Protocol (UDP) which is a faster and more efficient protocol (as compared to TCP) for time-sensitive applications such as VoIP. The Five9 RMI traffic is transmitted out of the firewall through open TCP ports using SSL/TLS. The voice packets are rebuilt in the Softphone and represent the caller’s voice in the upstream (outbound). RMI is used for the Java-to-Java communications between the Five9 client applications and the Five9 Virtual Call Center platform. Five9 and RTP Voice traffic for VCC is transferred using the Real-Time Transport Protocol (RTP). Five9 leverages a protocol called Remote Method Invocation (RMI). then sent from the agent’s Softphone to the Five9 data centers to be rebuilt and played back to the caller as the agent’s voice. it is also a great deal more secure. Not only is this method far more efficient for an application like Five9. The RTP download (inbound) streams the voice packets sent from the Five9 data center to the agent’s Softphone. com/support/sslcertificates-support/ index?page=content&id=AR1735 http://www. Purpose Link or Port Test URL http://quality.Environment and Security Technical Requirements Network Assessment Test for Voice Quality Network Assessment Test for Voice Quality Five9 Network Assessment Test uses Port 80 and 8081 for Network Assessment Testing. Inc.verisign.verisign. users might need to download and install on their workstation the following Root and Intermediate Certificates from well-known Certificate Issuing Authorities (CA) that Five9 uses: Thawte.com/repository/roots/rootcertificates/PCA-3G5.verisign.com/repository/roots/rootcertificates/PCA-3G2. The test can be run from the following link to test VoIP Quality from your agent workstation to the Five9 data center. Certificate https://www.verisign.thawte.pem https://knowledge.five9.com/roots/thawte_Primary_Root_CA.com/ Digital Certificates For a successful secure communication with the Five9 VCC platform.com/support/sslcertificates-support/ index?page=content&id=AR657 Five9 Technical Requirements .pem VeriSign Certificates VeriSign Certificate Type Link Type Standard Certificate Root Certificate link Intermediate Certificate link Extended Validation Root Certificate (EV) Certificate link Intermediate Certificate link 2 Certificate Link http://www.pem https://knowledge. pem Intermediate Certificate link Please download the CA file version for your web server type (Apache. ensure that the web service is using the supported security protocols identified in this section. etc. When developing and using a custom Web service to communicate with the Five9 API server.0.) from the following link: https://knowledge.Environment and Security Technical Requirements Supported SSL-TLS Protocols Versions GeoTrust and RapidSSL Certificates GeoTrust & Rapid SSL Certificate Link Link Type Root Certificate link http://www. IIS. Please ensure that you are following Five9 requirements for supported Web browsers. This applies to proxies configured at both the desktop level and network level 3 Five9 Technical Requirements . TLS Transport Layer Security Protocol (TLS) TLS v1. the server must support Secure Web Sockets (WSS).com/support/ssl-certificate-support/ index?page=content&id=AR1549&actp=LIST&viewlocale=en_US Supported SSL-TLS Protocols Versions The Five9 VCC Platform. If the customer environment uses proxy servers. TLSv1.geotrust.rapidssl.1 and TLSv1. applications. Five9 does not accept unencrypted connections to the APIs.com/resources/root_certificates/ certificates/GeoTrust_Global_CA. and API support the following security protocols: Security Protocol Version Supported SSL Secure Sockets Layer Protocol (SSL) SSLv3 Note SSLv2 is insecure and not supported.2 SSL-TLS Cipher Suite Minimum of 128-bit encryption required WSS Secure Web Socket (WSS) is the secure version of Web Sockets (WS) utilizing SSL/TLS for encryption. All supported Web browsers support these security protocols. Chapter 2 Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements Tools and Add-On Requirements Five9 Java-Based Application Requirements Headset Requirements for Agents and Supervisors Application and Feature Operating Notes Web-Based Application Requirements The requirements listed here are specific to the Five9 Agent Desktop Plus. Users access the Five9 Agent Desktop Plus application through a Web interface. It is your responsibility to ensure that each desktop has sufficient hardware to support all applications that are running on the desktop alongside the Five9 application. the servers must support Secure Web Socket. See Supported SSL-TLS Protocols Versions for details. Workstation Requirements for Web-Based Applications Operating Systems for Web-Based Applications Web Browsers Supported for Web-Based Applications Workstation Requirements for Web-Based Applications PC Workstation Requirements for Web-Based Applications Apple Mac Workstation Requirements for Web-Based Applications 4 Five9 Technical Requirements . If you plan to use proxy servers. Agents running additional software applications require additional RAM and a faster processor. The Five9 Agent Desktop Plus application uses standard security protocols HTTPS and Secure Web Socket (WSS) to communicate with the Five9 environment. 1 Windows 8.5 GB or higher with Windows Vista. or equivalent (based on published benchmark results) Memory 1.1 Professional Windows 10 Five9 Technical Requirements . and Windows 8 2.Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements PC Workstation Requirements for Web-Based Applications Component Minimum Version or Value Recommended Version or Value Processor Intel Pentium IV 1500MHZ or greater.0 GB or greater Screen Resolution 1024x768 or higher 1024x768 or higher Apple Mac Workstation Requirements for Web-Based Applications Component Minimum Version or Value Recommended Version or Value Processor Intel Core i5. 2.7 GHz Intel Core i7.7 GHz Intel Core i5. 2.3 GHz 2GB of RAM 2GB of RAM Memory Operating Systems for Web-Based Applications Windows Operating Systems for Web-Based Applications (32. 1. or equivalent (based on published benchmark results) Intel Pentium IV 2400 MHZ or greater.3 GHz Intel Core i7. Windows 7. 1.and 64-Bit) Workstation User Access Privileges for Web-Based Applications Apple Mac Operating Systems Supported for Web-Based Applications Windows Operating Systems for Web-Based Applications (32and 64-Bit) • • • • • • • • 5 Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium Windows 8 Windows 8 Professional Windows 8. Version 10. See Five9-Specific Configuration of Citrix XenApp Server for information about using Citrix ZenApp with Five9 applications.66 GHZ or greater and 1. 42 Internet Explorer Versions 11 Five9 Technical Requirements . SRTP cannot be enabled with NICE Product integration. Apple Mac Operating Systems Supported for Web-Based Applications • • • Mavericks OS X.9 Yosemite OS X. Google Chrome automatically updates. VCC users must. Minimum Technical requirements are increased to Intel Pentium IV 2. 6 Firefox Versions 40.Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements Note For customers with Secure RTP enabled. Workstation User Access Privileges for Web-Based Applications Operating System Version and Notes Windows 7 Windows 8 Windows 8.1 User Access Control (UAC) can remain enabled during installation. Version 10. Windows 10 Note Windows Edge browser is not supported.10 El Capitan OS X. Five9 makes every effort to test and support the most recent version. 41. at a minimum. Version 10. Virtualization solutions such as Windows Terminal Services and/or VMware are not officially supported by Five9. be standard users on their Windows workstation.5 GB memory.11 Web Browsers Supported for Web-Based Applications Web Browsers Supported for Web-Based Applications on PC Platforms (32-Bit) Web Browsers Supported for Web-Based Applications on Apple Mac Platforms Web Browsers Supported for Web-Based Applications on PC Platforms (32-Bit) Browser Version Google Chrome™ Most recent stable version. Google Chrome automatically updates. 42 Safari Versions 9 Tools and Add-On Requirements Five9 Agent Virtual Desktop Five9-Specific Configuration of Citrix XenApp Server Five9 Agent Virtual Desktop Your agents can access Five9 Plus applications from a virtual desktop without compromising audio quality when using the softphone mode. and gateway • Channels: email. Firefox Versions 40. Web Browsers Supported for Web-Based Applications on Apple Mac Platforms Browser Browser Version Google Chrome™ Most recent stable version.Agent and Supervisor Applications Technical Requirements Tools and Add-On Requirements Note Microsoft Edge Browser is not supported. Hardware Requirements for Agent Workstation in Virtual Environment Five9 Virtual Machine Supported Operating Systems 7 Five9 Technical Requirements . and social The Five9 VCC Supervisor and Administrator applications are not supported with the virtual desktop. Five9 makes every effort to test and support the most recent version. PSTN. You can use a virtual desktop with these Five9 agent applications: • Agent Desktop Plus • Plus Adapter for Salesforce • Plus Adapter for NetSuite • Plus Adapter for Oracle Service Cloud • Plus Agent Desktop Toolkit You may use a virtual desktop with these phone connections and channels: • Phone connections: Five9 Softphone. 41. chat. Five9 has tested these thin clients: Windows Monitor Thin client Dell Wyse C9OLE7 Thin Client Dell Wyse Z9OD7 Thin Client Five9 Virtual Machine Supported Operating Systems Agent Workstation Thin Clients Operating System Version Browsers Windows 7 Embedded 32-bit and 64-bit IE Version 11 Windows 8 Embedded 32-bit and 64-bit Chrome: Most current stable version Firefox 43. Too many folders in the path prevent the agent application from running. Ensure that Dell Wyse File-Based Filter control (FBWF) is disabled on Dell Wyse terminals.Agent and Supervisor Applications Technical Requirements Tools and Add-On Requirements Citrix Platforms Supported for Virtual Desktop Infrastructure Virtualization Server Hardware Requirements for Agent Workstation in Virtual Environment You may use VDI with thin or thick clients. 44 Agent Workstation Thick Clients Operating System 8 Version Five9 Technical Requirements . Agent and Supervisor Applications Technical Requirements Tools and Add-On Requirements Agent Workstation Thin Clients Operating System Version Browsers Windows 7 Professional 32-bit and 64-bit Windows 7 Ultimate 32-bit and 64bit Windows 7 Home Premium 32-bit and 64-bit IE Version 11 Chrome: Most current stable version Windows 8 32-bit and 64-bit Firefox 43, 44 Windows 8 Professional 32-bit and 64-bit Windows 8.1 32-bit and 64-bit Windows 8.1 Professional 32-bit and 64-bit Citrix Platforms Supported for Virtual Desktop Infrastructure Component Version Citrix ZenApp Server ® 6.5 Citrix XenDesktop ® 6.0 Virtualization Server Five9 does not specify requirements or support for the virtualization server installation. Customers must contact their vendor for requirements and support information. Five9-Specific Configuration of Citrix XenApp Server Citrix Component Version or Value Windows Server 2008 R2 Service Pack 1 Recommended Microsoft Patches 2465772, 2538047, 2619880, 2647582, 2769791, and all available through Windows Update (2013-10-24) Remote Desktop Session Host Audio playback, audio recording – Allowed Configuration Per session IP Virtualization – Enabled 9 Five9 Technical Requirements Agent and Supervisor Applications Technical Requirements Citrix Component Version or Value XenApp Server Policies Computer: Five9 Java-Based Application Requirements • Virtual IP loopback support – Enabled • Virtual IP virtual loopback programs list – Processes to add: java.exe, javaw.exe, javaws.exe User: • Client audio redirection – Allowed • Client microphone redirection – Allowed Citrix Receiver Microphones/Webcams (Connection Center) – Full Access Note Officially Supported Citrix XenApp Server version is 6.5 (may work on others) Citrix is supported with PSTN only; no Softphone; no integrations supported. Gateway station connections are supported with either a direct SIP station or a registered gateway SIP station with an external IP address. Five9 Java-Based Application Requirements These requirements apply to the Five9 Agent Desktop and Supervisor applications. Agents running additional software applications require additional RAM and a faster processor to support. Ensure that each desktop has sufficient hardware to support all applications that are running on the desktop alongside the Five9 application. Supervisors running reporting applications require additional memory. See Workstation Requirements for Supervisors using Spreadsheet Dashboard Workstation Requirements Five9-Specific Configuration of Citrix XenApp Server Operating Systems Supported for Java-Based Applications Web Browsers Supported for Java-Based Applications Five9 Supervisor Additional Requirements Workstation Requirements PC Workstation Requirements for Web-Based Applications Apple Mac Platforms 10 Five9 Technical Requirements Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements Java Requirements Windows Platforms Component Version or Value Recommended Version or Value Processor Intel Pentium IV 1500MHZ or greater, or equivalent (based on published benchmark results) Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results) Memory 1.5 GB or higher with Windows 2.0 GB or greater Vista, Windows 7, and Windows 8 Screen Resolution 1024x768 or higher 1024x768 or higher Apple Mac Platforms The Apple Mac platform is supported for the Five9 VCC Administrator, Desktop Agent, and Supervisor. The Mac platform is also supported for Five9 Java-Based Salesforce Open CTI Adapter, Agent Desktop Toolkit, and other integrations. Important The Five9 CTI Adapter Toolkit for Salesforce integration, versions 3 and 4, is not supported on Mac OS X releases. Important The Five9 Open CTI Adapter Toolkit for Salesforce integration is supported on Mac OS X releases. Component Minimum Version or Value Recommended Version or Value Processor Intel Core i5, 1.7 GHz Intel Core i5, 1.7 GHz Intel Core i7, 2.3 GHz Intel Core i7, 2.3 GHz 2GB of RAM 2GB of RAM Memory Java Requirements Component Version or Value Java Runtime Environment (JRE) Version 7, Updates 71, 75, and 79 32-bit version required for softphone use 11 Five9 Technical Requirements be standard users on their Windows workstation.Agent and Supervisor Applications Technical Requirements Component Five9 Java-Based Application Requirements Version or Value Version 8. 77.1 User Access Control (UAC) can remain enabled during installation. updates 73. Five9 Technical Requirements . Windows 10 Note Windows Edge browser is not supported.and 64-Bit) Five9 Agent or Supervisor Workstation User Access Privileges Apple Mac Operating Systems Supported for Web-Based Applications Windows Operating Systems for Java-Based Applications (32and 64-Bit) • • • • • • • • • • Windows Vista 32-bit Windows Vista 64-bit Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium Windows 8 Windows 8 Professional Windows 8. and 91 32-bit version required for softphone use. VCC users must.1 Professional Windows 10 Five9 Agent or Supervisor Workstation User Access Privileges Operating System Version and Notes 12 Windows Vista Windows 7 Windows 8 Windows 8.1 Windows 8. at a minimum. Operating Systems Supported for Java-Based Applications Windows Operating Systems for Web-Based Applications (32. 7 Mountain Lion OS. Google Chrome automatically updates. Five9 makes every effort to test and support the most recent version. Firefox Versions 43.11 Web Browsers Supported for Java-Based Applications Windows Platforms (32-bit versions only) Apple MAC Platforms Windows Platforms (32-bit versions only) Browser Version Google Chrome™ Most recent stable version.10 El Capitan OS X. 44 Internet Explorer Version 11 Apple MAC Platforms Browser Version Firefox Versions 43. 44 Safari 9 Google Chrome™ Most recent stable version.Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements Apple Mac Operating Systems for Java-Based Applications • • • • • Lion OS. Version 10.X. Five9 makes every effort to test and support the most recent version.X. Google Chrome automatically updates. Version 10. Version 10.8 Mavericks OS X. Version 10. Version 10.9 Yosemite OS X. 13 Five9 Technical Requirements . Component Version or Value iPad 4th Generation iPad Mini Operating System Version iOS 8. Note Some optional features (Excel Dashboards) require Microsoft Office 2003 or later.0 GB or greater Five9 Technical Requirements . or equivalent (based on published benchmark results) Memory 3. Apple iPad system Requirements Headsets for Apple iPad Workstation Requirements for Supervisors using Spreadsheet Dashboard Apple iPad system Requirements The Apple iPad platform is supported for the Five9 Supervisor App for iPad. Workstation Requirements for Supervisors using Spreadsheet Dashboard 14 Component Version Processor Intel Pentium IV 2400 MHZ or greater. It is your responsibility to ensure that each desktop has sufficient hardware to support all applications that are running on the desktop alongside of the Five9 application.Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements Five9 Supervisor Additional Requirements The requirements listed here are in addition to those listed in Workstation Requirements. 9. Supervisors running additional software applications require additional RAM and a faster processor to support.2.0 3rd Generation iPad Air Retina iPad Mini iPad 2 Headsets for Apple iPad Any headset which is compatible with iPad and any Advanced Audio Distribution Profile (A2DP) compatible Bluetooth device which is certified by Apple for use with iPad devices. and can present other audio issues. Social. This table lists the browsers and versions that support X-Frame-Options HTTP header that is used with the Five9 Web Page Security feature. Fully Supported Browsers Partially Supported Browsers (ALLOW_FROM value not supported) Internet Explorer 11 Windows phone 8 9 – 11 15 Five9 Technical Requirements . For configuration instructions. and Email Channels Five9 Integrated Administration Console Five9 Visual IVR Five9 Adapter for Oracle Service Cloud with Chat Five9 Chat displays an error message unless the Profile is configured with appropriate permissions. All browsers do not support X-Frame in the same way. Analog headsets are not supported. For suggested devices. causes a delay between the audio played and heard. see the Five9 Adapter for Oracle Cloud Service Administrator’s Guide. Because these issues contribute to a lower-quality customer experience. Five9 does not recommend wireless headsets when more than 10 agents are active at the same time.Agent and Supervisor Applications Technical Requirements Headset Requirements for Agents and Supervisors Headset Requirements for Agents and Supervisors Five9 recommends USB-connected headsets with noise canceling features. As shown in the table. Application and Feature Operating Notes Five9 Adapter for Oracle Service Cloud with Chat Five9 Web Page Security and Visual IVR Scripts Agent Desktop with Chat. see Five9 Recommended Headsets. Five9 Web Page Security and Visual IVR Scripts VCC Administrators can apply Web page security to Visual IVR (vIVR) scripts to prevent vIVR scripts from being embedded in a web page X-frame where the user can be hijacked to some other page. Note Wireless LAN technology often results in degradation of call voice quality. some browser versions do not support the ALLOW_FROM value. or Email multichannel features. Dashboards do not work if the browser is set to Compatibility View. Five9 Integrated Administration Console Browser Requirements for Integrated Administration Console. and Email Channels Some antivirus software might interfere with the ability to use the Chat. Avast! Antivirus software prevents text media from loading. refer to the Five9 IVR Administrator’s Guide. Dashboards The browser must support Secure WebSocket (WSS) and SVG. 16 Five9 Technical Requirements . Google Chrome is automatically updated. use this test page: http://erlend. Five9 Visual IVR Five9 Visual IVR does not work if Internet Explorer (IE) is set to Compatibility View. Agent Desktop with Chat.0. Social.oftedal. Note Specifically.Agent and Supervisor Applications Technical Requirements Fully Supported Browsers Application and Feature Operating Notes Partially Supported Browsers (ALLOW_FROM value not supported) Firefox 18 – 40 Chrome 17 39 – 41 40 (Android phone) Safari 9.3 Opera 26 To test any other browser version.no/blog/tools/ xframeoptions/. For more information. Social. Browser Version Google Chrome™ Most recent stable version. Five9 makes every effort to test and support the most recent version. 17 Five9 Technical Requirements . SIP Trunking can support all domestic and/or International calling as well as Toll-Free services the same as a PSTN carrier. Private SIP Trunking by Five9 ITSP Providers SIP Trunking by Customer ITSP Provider Private SIP Trunking for Five9 Gateway to Customer Gateway Private SIP Trunking by Five9 ITSP Providers Private SIP Trunking provided by Five9 ITSP Providers. This service originates in the Five9 Data Center and connects to the PSTN. The other option is a Gateway to Gateway Option that is reserved for Enterprise Customers with SIP Infrastructure already in place or considering it as a new install option.Chapter 3 Five9 SIP Trunking Options SIP Trunks are VoIP based Carrier Service offered by an Internet Telephony Service Provider (ITSP) using SIP to set up communications to the PSTN for inbound. outbound and/or blended calling by a Five9 Agent. No configuration is needed by the customer. Asterisk. CISCO. This can be done over the Internet and/or through a VPN or Direct Connect Option.e. To successfully configure. SIP Server. This service originates in the Customer ITSP and connects back to the Five9 SIP Proxy Server(s) in the Five9 Data Center. SBC.) connections is a method where by a customer can connect into Five9 infrastructure via SIP. Proxy Sever. the SIP trunking the installation checklist must be completed by the customer and returned to Five9.e. test and turn-up.Five9 SIP Trunking Options SIP Trunking by Customer ITSP Provider SIP Trunking by Customer ITSP Provider SIP Trunking provided by the Customer ITSP Provider. Private SIP Trunking for Five9 Gateway to Customer Gateway Private SIP Trunking for Five9 Gateway to Customer Gateway (i. 18 Five9 Technical Requirements . etc. etc. AVAYA. This requires that the customer have SIP Infrastructure (i.) in place today or will be installed during the Five9 setup. The Five9 Plus Adapters use standard security protocols HTTPS and Secure WebSocket (WSS) connections to communicate with the Five9 environment. Agents running additional software applications might require additional RAM and a faster processor. the servers must support Secure WebSocket.Chapter 4 Five9 Agent Integrations Managed Package for Salesforce Requirements for Web-Based Adapters Requirements for Java-Based Adapters Managed Package for Salesforce Managed Package version 2.28 is required for all Five9 Salesforce adapters. If you plan to use proxy servers. Requirements for Web-Based Adapters These requirements apply to Five9 Plus Adapters: • Five9 Plus Adapter for Salesforce • Five9 Plus Adapter for NetSuite • Five9 Plus Adapter for Oracle • Five9 Plus Adapter for Agent Desktop Toolkit It is your responsibility to ensure that each desktop has sufficient hardware to support all applications that are running on the desktop alongside the Five9 application. Workstation Requirements for Plus Adapters Operating Systems Supported with Plus Adapters Web Browsers Supported with Plus Adapters 19 Five9 Technical Requirements . See Supported SSL-TLS Protocols Versions for details. or equivalent (based on published benchmark results) Intel Pentium IV 2400 MHZ or greater.66 GHZ or greater and 1.Five9 Agent Integrations Requirements for Web-Based Adapters Workstation Requirements for Plus Adapters Windows Platforms Component Minimum Version or Value Recommended Version or Value Processor Intel Pentium IV 1500MHZ or greater. Windows 7. 1.1 Five9 Technical Requirements .7 GHz Recommended Version or Value Intel Core i7.5 GB or higher with Windows Vista.5 GB memory. Apple Mac Platforms Component Minimum Version or Value Processor Intel Core i5. or equivalent (based on published benchmark results) Memory 1.3 GHz Memory 2GB of RAM Operating Systems Supported with Plus Adapters Windows 32 and 64 Bits • • • • • • 20 Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium Windows 8 Windows 8 Professional Windows 8. 2.0 GB or greater Screen Resolution 1024x768 or higher 1024x768 or higher Note If you enable Secure RTP. and Windows 8 2. the minimum workstation requirement is Intel Pentium IV 2. 44 Internet Explorer Version 11 • Salesforce Sales Cloud: Due to potential performance issues.11 Web Browsers Supported with Plus Adapters Browsers require specific configurations to run Five9 Plus Adapters.10 El Capitan OS X. because this version cannot play WAV files. 44 Safari 9 Five9 Technical Requirements . Google Chrome automatically updates. Five9 makes every effort to test and support the most recent version. Version 10. Version 10.9 Yosemite OS X. Google Chrome automatically updates. Five9 makes every effort to test and support the most recent version. Windows Platforms (32-bit versions only) Browser Version Google Chrome™ Most recent stable version. However. Mac Platforms 21 Browser Browser Version Google Chrome™ Most recent stable version. Firefox Versions 43. refer to the administrator’s and agent’s guides for your integration.Five9 Agent Integrations • • Requirements for Web-Based Adapters Windows 8. Version 10. Firefox Versions 43. For configuration details. Five9 recommends that agents working with multiple tabs do not use Internet Explorer 11. • Plus Adapter for Oracle Service Cloud: Requires Internet Explorer. agents may not hear notifications for inbound calls if they disable AutoAnswer Inbound/Autodial Calls in their softphone settings.1 Professional Windows 10 Apple Mac • • • Mavericks OS X. Version 10. It cannot be used for text channels. Service Pack 1 Windows Vista 64-bit.and 64-Bit Operating Systems Apple Mac Operating Systems Windows 32.Five9 Agent Integrations Requirements for Java-Based Adapters Requirements for Java-Based Adapters Operating Systems Five9 Agent Desktop Toolkit Five9 Adapters for Salesforce Five9 Adapter for NetSuite Five9 Adapter for Oracle Service Cloud Five9 Adapter for Velocify Five9 Cloud API Web Services (Custom Integration) Operating Systems Windows 32. Version 10. 22 Five9 Technical Requirements . see Agent and Supervisor Applications Technical Requirements. Version 10. Service Pack 1 Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium Windows 8 Windows 8 Professional Windows 8. Five9 Agent Desktop Toolkit supports voice channel features only.11 Five9 Agent Desktop Toolkit For operating systems.10 El Capitan OS X.and 64-Bit Operating Systems • • • • • • • • • • Windows Vista 32-bit.1 Professional Windows 10 Apple Mac Operating Systems • • • Mavericks OS X.1 Windows 8.9 Yosemite OS X. See the FAQ at https://www. 77. Five9 makes every effort to test and support the most recent version.java. updates 73. 75. Web Browsers (32-bit versions only) on Windows Platforms Browser Version Google Chrome™ Most recent stable version. and 79 32-bit version required for softphone use Version 8.com/en/ download/faq/chrome. Google Chrome automatically updates. Note Except for Salesforce Open CTI. add 512 MB to agent desktop requirements Supported Web browsers the Agent Desktop Toolkit Java Requirements Component Version Java Runtime Environment (JRE) Version 7.xml Firefox Versions 43. updates 71. 44 Safari 9 Five9 Technical Requirements . 44 Internet Explorer Version 11 Web Browsers on Mac Platforms 23 Browser Version Firefox Versions 43. Chrome cannot be used on Mac platforms for integrations.Five9 Agent Integrations Requirements for Java-Based Adapters Additional Requirements Component Version Memory For CRM Integrations and the Agent Desktop Toolkit. and 91 32-bit version required for softphone use. add 512 MB to agent desktop requirements Java Requirements for Open CTI Adapter for Salesforce. Component Version Memory For CRM Integrations and the Agent Desktop Toolkit. Enterprise and Professional Editions Service Cloud Console Supported when used in a supported edition Partner Edition Not supported Salesforce.com determines the Web browsers and their versions supported for the Salesforce development toolkit. 24 Five9 Technical Requirements . and 91 32-bit version required for softphone use. Five9 makes every effort to test and support the most recent version. Component Version Java Runtime Environment (JRE) Version 7. Salesforce Supported Versions . Salesforce Product Version Supported Salesforce Unlimited. Browsers are 32-bit versions only. updates 71.Five9 Agent Integrations Requirements for Java-Based Adapters Browser Version Google Chrome™ Most recent stable version. and 79 32-bit version required for softphone use. Five9 Adapters for Salesforce Open CTI Adapter for Salesforce Version 3 Adapter for Salesforce Version 4 Adapter for Salesforce Open CTI Adapter for Salesforce Salesforce Open CTI Adapter Minimum Workstation Requirements. 75. updates 73. 77. Google Chrome is automatically updated. Version 8. Five9 Technical Requirements . For more information. Version 11 is not supported. 44 Windows and Mac Google Chrome™ Most recent stable version. 9. and 10. and 10 (minimum Internet Explorer 8 recommended). Version 3. Version 11 is not supported.x Browser Support (Windows only). Five9 recommends that you migrate to the Salesforce Open CTI solution as soon as possible.x Version Supported Internet Explorer (IE) Versions 8. Browsers for Open Version Supported CTI Adapter Platform Internet Explorer (IE) Version 11 Windows Firefox Versions 43.Five9 Agent Integrations Requirements for Java-Based Adapters Open CTI Browser Support (Mac and Windows) (Effective date 2/24/2016). Five9 makes every Mac effort to support the most recent version. see the Open CTI Adapter for Salesforce Administrator’s Guide. 9. Google Chrome version 48+ Note Versions 48 and 49 do not support mixed content. Safari Version 9 Mac Version 3 Adapter for Salesforce CTI Adapter Version 3. Google automatically Windows and updates the Chrome browser. you need to create a call center with a specific call center definition file. Important Salesforce has announced End of Support for the CTI Toolkit. 25 Browsers for CTI Adapter. Firefox Versions 8. If your agents want to use Chrome. x Browser Support (Windows only). Version 4. Five9 Adapter for NetSuite Five9 supports the current and previous versions of NetSuite CRM+.NET framework 3. Java Requirements for Five9 Adapter for NetSuite.Five9 Agent Integrations Requirements for Java-Based Adapters Version 4 Adapter for Salesforce CTI Adapter.x Version Supported Internet Explorer (IE) Version 11 Firefox Versions 43. Component Version Java Runtime Environment (JRE) Version 7. Google Chrome automatically updates. NetSuite CRM supported Web Browsers (32-bit versions only).x require Microsoft . Note CTI Adapter Version 3 is not supported on Java version 8. Browsers for CTI Adapter. 44 Five9 Technical Requirements . Five9 makes every effort to test and support the most recent version. Update 51. Version 8. 77. updates 71.5 +. Five9 makes every effort to test and support the most recent version. 45. and 91 32-bit version required for softphone use. or 51. 75. Google Chrome automatically updates. Browsers Version Supported Google Chrome™ Most recent stable version. Updates 25. 44 Google Chrome™ Most recent stable version. and 79 32-bit version required for softphone use. The CTI Adapter Versions 4. The CTI Adapter Versions 4 is not supported on Java 8. Firefox 26 Versions 43. Version 4. updates 73. Five9 makes every effort to test and support the most recent version. Browser Version Microsoft .NET Framework Version 4. Refer to the Five9 Adapter for Oracle Cloud Service Administrator’s Guide for configuration instructions. and 79 32-bit version required for softphone use. Five9 Adapter for Velocify Five9 supports the current and previous versions of Velocify Small Business and Enterprise.Five9 Agent Integrations Requirements for Java-Based Adapters Browsers Version Supported Internet Explorer Versions 11 Safari Version 9 Five9 Adapter for Oracle Service Cloud Supported Web Browsers (32-bit versions only) for Oracle Service Cloud. Supported Web Browsers (32-bit versions only) for Velocify. Five9 Technical Requirements . Google Chrome is automatically updated. Component Version Java Runtime Environment (JRE) Version 7. Version 8. 27 Browsers Version Supported Google Chrome™ Most recent stable version. updates 73. 75. and 91 32-bit version required for softphone use. 77.0 Note Five9 Chat displays an error message unless the Profile is configured with appropriate permissions. updates 71. Your version of Velocify must support XML Post capabilities. Java Requirements for Five9 Adapter for Velocify. 28 Five9 Technical Requirements . Please consult the Five9 API documentation on the Customer Support Portal for the current limits for each API.Five9 Agent Integrations Requirements for Java-Based Adapters Browsers Version Supported Firefox Versions 43. APIs include technical limits designed to prevent excessive use that may degrade overall performance of the API services. 44 Internet Explorer Version 11 Five9 Cloud API Web Services (Custom Integration) The Five9 Cloud API web services enable customers to create custom integrations. Chapter 5 NICE Requirements NICE Application Requirements NICE WFM Workforce Management Application Requirements NICE Application Requirements The Five9 and NICE® Product integration is a CTI SIP based integration that supports a multi-tenant solution with each customer getting a secure tenant of NICE R4. Windows 8 is not supported for NICE implementations. 29 Five9 Technical Requirements . sufficient hardware to support all agent applications is at the discretion of the agent’s computer administrator. Some features require the installation of additional components on the workstation.1 Interaction Management. Agent Desktop Requirements for NICE Agent Desktop Workstation User Access Privileges for NICE Supervisor Desktop Requirements for NICE Supervisor Desktop Workstation User Access Privileges for NICE NICE Client Applications Required NICE Network Requirements (LAN and WAN) NICE Firewall Requirements Agent Desktop Requirements for NICE The following requirements assume the Five9 Virtual Call Center and NICE products are the only applications running on the agent workstation. Agents running additional software will require additional RAM and a faster processor. The NICE application suite can be accessed via a web browser on the user’s workstation. Note As of 7/17/2013. NET Framework versions 3. Component Requirement Apple iPad for WebStation iOS version 7. Microsoft . .5 GB or higher with Windows Vista. Component Requirement Processor Intel Core 2 Duo E4300 (2M Cache. Wireless: Wi-Fi Supported Operating Systems for NICE 30 Five9 Technical Requirements . Supported Apple Mac Platform Requirements. Recommended Workstation Requirements.NET Framework version 4.0 are supported . 800 MHz FSB) equivalent or higher.0 GB or greater higher with Windows Vista.1 does not work. and Windows 7.and Windows 7. Operating System Version Supported Windows Vista 32-bit Service Pack 2 Windows 7 Professional 32-bit and 64-bit Windows 7 Ultimate 32-bit and 64-bit Windows 7 Home Premium 32-bit and 64-bit Note The Microsoft .NET Framework is required to use NICE Workforce Optimization products. Supported Operating Systems for NICE Supported Operating Systems for NICE. 1.NICE Requirements NICE Application Requirements Minimum Agent Workstation Requirements for NICE. Windows Media Player 9 or higher is required.1. SRTP cannot be enabled with NICE Product integration.0c or higher is required.1 (includes Safari) Storage: 32 GB. Component Requirement Memory 3.5.8 GHz. or equivalent (based on published benchmark results). Memory 2. Microsoft DirectX 9.5 SP1 and 4. a Windows user with administrative access must install the client software on the workstation. 1. 44 Chrome Most recent stable version Agent Desktop Workstation User Access Privileges for NICE For Workforce Optimization users that will listen to recordings. Supervisors running additional software will require additional RAM and a faster processor.0 GB or greater if using Windows XP. available from Five9 Customer Support. Five9 Technical Requirements . Browser Versions Supported Internet Explorer (IE) Version 11 Firefox Versions 43.5 GB or higher with Windows Vista and Windows 7. sufficient hardware to support all supervisor applications is at the discretion of the supervisor’s computer administrator. it is necessary to configure explicit permissions for the applications within the Windows security settings for the workstation. 2. By default. To enable users without administrative access to use the applications. the NICE applications also require administrative access on the workstation to use the applications. Supervisor Desktop Minimum Workstation Requirements for NICE. Memory 2.NICE Requirements NICE Application Requirements Agent Desktop Supported Web Browsers (32-bit versions only). 31 Component Requirement Processor Intel Core 2 Duo E4300 (2M Cache. or equivalent (based on published benchmark results). 800 MHz FSB) equivalent or higher. Supervisor Desktop Requirements for NICE The following requirements assume the Five9 Virtual Call Center and NICE products are the only applications running on the Supervisor workstation.8 GHz. Complete documentation of the necessary configuration steps is available in the Workstation Setup Guide. 800 MHz FSB) equivalent or higher. Component Requirement Windows Vista 32-bit Service Pack 2 Windows 7 Professional 32-bit and 64-bit Windows 7 Ultimate Windows 7 Home Premium Windows 8 Professional 32 64-bit Five9 Technical Requirements . Supervisor Desktop Recommended Workstation Requirements for NICE. 1.0 GB Hard Disk 2 GB available space or higher recommended.5 GB minimum space required for NICE WFM Note You may configure the NICE WFM client application with read-only files in a location shared by multiple clients to reduce the per-user disk space required. or equivalent (based on published benchmark results).8 GHz. Supervisor Desktop Supported Operating Systems for Supervisor Desktop Supported Operating Systems for NICE. 1. 1.5 GB minimum space required for NICE WFM Note You may configure the NICE WFM client application with read-only files in a location shared by multiple clients to reduce the per-user disk space required. Memory 4. Component Requirement Processor Intel Core 2 Duo E4300 (2M Cache.NICE Requirements NICE Application Requirements Component Requirement Hard Disk 2 GB available space or higher recommended. it is necessary to configure explicit permissions for the applications within the Windows security settings for the workstation. Complete documentation of the necessary configuration steps is available in the Workstation Setup Guide. Microsoft . available from Five9 Customer Support.NET Framework versions 3.0c or higher is required. NET Framework version 4. a Windows user with administrative access must install the client software on the workstation. the NICE applications also require administrative access on the workstation to use the applications.NET Framework is required to use Workforce Optimization products. not run from a file server.5.0 are supported. To enable users without administrative access to use the applications. SRTP cannot be enabled with NICE Product integration. Browser Versions Supported Internet Explorer Version 11 Firefox Versions 43. Windows Media Player 9 or higher is required.5 SP1 and 4.NICE Requirements NICE Application Requirements Note The Microsoft . Supervisor Desktop Supported Web Browsers for NICE (32-bit versions only) . By default. NICE Client Applications Required • • • • • • 33 NICE Set Security Application (Used in conjunction with Web Browser) RODSetup (Optional) ReporterViewer NICE Player NICE Player Codec Pack Screen Capture (Optional) Five9 Technical Requirements . The Microsoft OS must be loaded on the PC. Microsoft DirectX 9.1 does not work. 44 Chrome Most recent stable version Supervisor Desktop Workstation User Access Privileges for NICE For Workforce Optimization users that will listen to recordings. Stream Server with Windows Media Services. Stream Server with Windows Media Services 30002-30006 TCP Outbound Storage Center Five9 Technical Requirements . Stream Server with Windows Media Services.NICE Requirements NICE Application Requirements NICE Network Requirements (LAN and WAN) A site-to-site VPN and/or a WAN connection between the customer’s site and the Five9 Data Center is required for NICE Agent users. Stream Server with Windows Media Services 1414 TCP Outbound Insight-to-Impact Connect 2001 TCP Outbound NICE Screen Logger. an additional 160kbps is required per agent in addition to the stated bandwidth requirements. “Five9 Agent with light web browsing” and “VPN Connectivity” usage scenarios detailed in Bandwidth Requirements should be used as a guide for agent Internet bandwidth. VoIP Logger 2010 TCP Outbound Interactions Center 2011 TCP Outbound VoIP Logger 3690-3692 TCP Outbound Insight-to-Impact Connect 5000 TCP Outbound Storage Center 7001 TCP Outbound Insight-to-Impact Connect 7002 TCP Outbound Insight-to-Impact Connect 8080 TCP Outbound Applications Suite. Insight-to-Impact Connect 554 TCP Outbound Applications Suite. If the Screen Recording product is used. NICE Firewall Requirements The customer external Firewall (SIP Aware) and/or PC Firewall all need to have the following TCP/UDP ports open in addition to the standard Five9 VCC Ports listed in the Five9 Network Requirements (LAN and WAN) section. Insight-to-Impact Connect 443 TCP Outbound Applications Suite. 34 Port # TCP/UDP Inbound/ Outbound Server-side Components 80 TCP Outbound Applications Suite. NICE Interaction Management. Data Mart 2000 UDP Outbound VoIP Logger 5060* UDP Outbound NICE Screen Logger 5062* UDP Outbound Interactions Center 5064* UDP Outbound VoIP Logger 5060* UDP Inbound Interactions Center. Stream Server with Windows Media Services. 35 Five9 Technical Requirements .8. VoIP Logger 38210-38220* UDP Inbound NICE Screen Logger Outbound: Customer -> Five9 Inbound: Five9 -> Customer * : Requires SIP inspection NICE WFM Workforce Management Application Requirements The Five9 and WFM Product integration is an API-based integration that supports a multitenant secure solution with each customer getting a secure version of WFM R4. Agent Desktop Requirements Workforce Planners and Supervisors Desktop Requirements Applications Required Network Requirements (LAN and WAN) Firewall Requirements Agent Desktop Requirements See NICE Requirements listed in NICE-Application Requirements. Insight-to-Impact Connect. Some features are provided in a Web browser. The WFM application suite can be accessed via a WFM Client Application installed on a customer desktop. NICE Screen Logger.NICE Requirements NICE WFM Workforce Management Application Requirements Port # TCP/UDP Inbound/ Outbound Server-side Components 30100 TCP Outbound NICE Screen Logger 62048-62166 TCP Outbound Applications Suite. Interactions Center. Firewall Requirements The customer external Firewall (SIP Aware) and/or PC Firewall all need to have the following TCP/UDP ports open in addition to the standard Five9 VCC Ports listed above: WFM Client PC.5. 36 Port TCP/UDP Inbound/Outbound Application 80 TCP Outbound Apache 443 TCP Outbound Apache (HTTPS) 61616 TCP Outbound RTA. Samba is used on UNIX server for Network Drive Mapping Five9 Technical Requirements . See Internet bandwidth guidelines “Five9 Agent with light web browsing” and “VPN Connectivity” usage scenarios in Bandwidth Requirements for Five9 in Network Requirements (LAN and WAN). Intraday.NICE Requirements NICE WFM Workforce Management Application Requirements Workforce Planners and Supervisors Desktop Requirements See NICE Requirements listed in NICE-Application Requirements. Applications Required Application Version WFM Client R4. Intraday. Schedule Management and individual schedules 61816 TCP Outbound RTA. Schedule Management and individual schedules 139 TCP Outbound SmartSync.8 Network Requirements (LAN and WAN) A site-to-site VPN and/or WAN connection between the Customers site and the Five9 Data Center required for WFM users. Samba is used on UNIX server for Network Drive Mapping 5432 TCP Outbound Connection to PosgreSql DB and JDBC driver to read data 10093 and 10103 TCP Outbound RCP service nodes which are on the WFM application server 10193 and 10203 TCP Outbound RCP service nodes which are on the WFM application server 10293 and 10303 TCP Outbound RCP service nodes which are on the WFM application server 10393 and 10403 TCP Outbound RCP service nodes which are on the WFM application server 10493 and 10503 TCP Outbound RCP service nodes which are on the WFM application server 10593 and 10603 TCP Outbound RCP service nodes which are on the WFM application server Five9 Technical Requirements .NICE Requirements 37 NICE WFM Workforce Management Application Requirements Port TCP/UDP Inbound/Outbound Application 445 TCP Outbound SmartSync. Five9 can support a Site-to-Site connection to any industry-standard VPN solution. This equipment will be managed by the customer and be connected into the Five9 Infrastructure through an RJ45 Ethernet Connection. VPN and Quality of Service (QOS) One could argue that direct connections such as MPLS or Ethernet based services offer enhanced Quality of Service (QoS). and Network Traffic Five9 Network Connectivity Five9 Customers have multiple Wide Area Network (WAN) Options available to connect directly and securely into the Five9 Data Centers. IP Address Ranges. Five9 offers a VPN Option. providing secure encrypted transmission of all voice and data. Please note the bandwidth requirements in Bandwidth Requirements when using the VPN option. Ports. For an additional monthly fee.Chapter 6 Network Requirements Five9 Network Connectivity Five9 Network Requirements (LAN and WAN) Other VoIP Services and Phones. a customer may have to install networking equipment such as a Router or Firewall within the Five9 Data Center. While most direct connections include a QoS guarantee. Depending on the option selected. the standard of quality is no greater than that achieved by Tier1 Internet 38 Five9 Technical Requirements . Five9 Network Options Virtual Private Network (VPN) VPN and Quality of Service (QOS) VPN and Private IP Addresses Direct Connection Option Virtual Private Network (VPN) For customers that prefer to establish a direct connection to the Five9 data center to enhance the security of voice and data transmission over the Internet. If the customer is required to establish a direct connection to Five9 data center. Additionally. to ensure sufficient quality of service for VoIP calls. using the public Internet as a transport between the customer’s and Five9 networks provides more than enough bandwidth. This requires that all such traffic must use public IP addresses. all traffic coming from and going into the VPN tunnel should be routable by all Five9 VCC equipment. the limiting factor is usually the last mile connection to customer’s premises.Network Requirements Five9 Network Connectivity Service Providers. as well as 3x fault tolerance. In most cases. This could be done on both sides of a VPN tunnel if both sides of the tunnel are under control of the same company. the Five9 Direct Connection option provides this capability. or they can prioritize VPN traffic over everything else within their network. VPN and Private IP Addresses Most companies are using VPN for site-to-site connectivity by encapsulating traffic with private IP addresses (per RFC 1918). A fail-over mechanism should be established to reroute traffic over the public Internet or another dedicated connection in case of a dedicated link equipment failure. Five9 Technical Requirements . Direct Connection Option Five9 data center Internet connections provide 20x more bandwidth than the average utilization. For example. In the case running a of VPN tunnel between a customer and a Five9 data center. it could use Border Gateway Protocol (BGP) for automatic failover or manual rerouting. Direct Connection—Required Criteria • • • • 39 The customer is responsible for establishing a leased line connection to Five9 data center The customer is required to provide 10/100/1000MB full-duplex Ethernet handoff to connect to Five9 network equipment All traffic coming through the leased line will use NAT to a publicly routable IP address or a private IP address assigned to the LAN interface of the network router terminating the connection. Direct Connection can be used as an alternative to VPN Option. Five9 clients can use a separate Internet connection exclusively for VPN. Customers who are going to use VPN option must apply Network Address Translation (NAT) to any traffic going inside VPN tunnel using public IP addresses. as those providers are tightly interconnected and offer low network latency. Direct Connection can be valuable for customers looking for greater control over bandwidth and QoS for VoIP. such as through MPLS. including traffic generated by other Five9 VCC users (Administrators and Supervisors) and Services (for example. 40 Five9 Technical Requirements . Connection Type Support Details Latency Latency from the Customer system to the Five9 Data center must be under 150ms one-way. Faster networks will perform better. Note Internet connections from outside the United States are subject to higher latency which can affect the Quality of Service (QoS). FTP. Usage Scenario Minimum Recommended Five9 Agent Desktop Plus 80 kbps per agent 80 kbps per agent Five9 Agent Standalone (Java) 40 kbps Per Agent 64 kbps Per Agent Five9 Agent with light web browsing 64 kbps Per Agent 80 kbps Per Agent VPN Connectivity Additional 64 kbps Per Agent Additional 64 kbps Per Agent Business applications. Five9 Network Recommendations. and reports). such as occasional web browsing. Five9 also recommends the following bandwidth for each of the listed usage scenarios: Bandwidth Requirements for Five9.Network Requirements Five9 Network Requirements (LAN and WAN) Five9 Network Requirements (LAN and WAN) Five9 recommends that your Internet connection support at least 64/kbps per agent (includes both CTI and Voice Traffic) in both directions (upload and download) in order to run the Five9 VCC application concurrently with typical light business applications. bandwidth must be provided on your network to account for other traffic. such as ondemand CRM software Additional 64 kbps Per Agent Additional 64 kbps Per Agent In addition to these requirements. 9998. Other VoIP Services and Phones. Double Network Address Translation (Double NAT) is not supported. SIP and RIP Traffic Do not restrict SIP and RTP traffic across Local Area Network (LAN) and/or Wide Area Network (WAN) if there are multiple customer sites. IP Address Ranges. Wireless may be used in a single user environment. Customers must avoid using the following TCP/UDP ports for any third-party services or applications running on agent desktop computers: 8080. Five9 uses certain TCP/UDP ports for Five9 applications and communications. Five9 recommends wired connections for best results. IP Address Ranges. NAT and PAT NAT and/or PAT are supported configurations. however voice quality may be compromised. Satellite and Wireless Internet Satellite and wireless connections are not supported by Five9. and Network Traffic Other VoIP (Voice over Internet Protocol) Services and phones should be on a network segment separate from the Five9 workstation firewall requirements. provided that the agent station is the only wireless device in use. Ports. Ports. 11000.Network Requirements Other VoIP Services and Phones. 30059. Five9 recommends that the Customer Firewall be configured to only allow traffic using the TCP/ UDP ports listed here and source destination to or from any of Five9’s Data Center IP Address Ranges/Internet Domains listed here. and Network Traffic Connection Type Support Details Wireless LANs Wireless Local Area Networks (LANs) are not supported for multi-user-environments. Whitelisted Internet Domains and IP Addresses DNS Note SIP Firewall Note TCP/UDP Port Requirements for Softphone Customers TCP/UDP Port Requirements for Gateway Customers TCP/UDP Port Requirements for PSTN Customers TCP/UDP Port Requirements for FTP/SFTP Access 41 Five9 Technical Requirements . 211. and Network Traffic API Customers (excluding CTI Web Services API) CTI Web Services API Customers 3rd-Party Software Five9 Quality of Service (QoS) Features Workstation QoS Option Network QoS Option Whitelisted Internet Domains and IP Addresses Ensure that you add Five9 Internet domains and IP addresses to your whitelist of safe Internet and IP addresses. The whitelist overrides SPAM filters and blacklists.201. Five9 IP Address Ranges .105. As every IPS solution can respond to this traffic differently and they often receive daily updates to their attack signatures.32 – 94. To avoid potential service impacts. IP Address Ranges. IP whitelisting can occur at several possible points in your network.103. the behavior can be very unpredictable.Network Requirements Other VoIP Services and Phones. Make sure that any IP restrictions defined in your firewall match the Five9 IP ranges and domains listed here. False positives are very possible.0 – 38.107. These IPS solutions are designed to block traffic real-time when they match certain attack behavior.71.200.0 – 198.30.255 Santa Clara Data Center 198.105. Ports.0 – 212.255 London Data Center 94.103. If your company has policies in place to whitelist domains.105.202.203.211.187.105.255 Santa Clara Data Center 38. 42 Five9 Technical Requirements .107.30.187. you must add Five9 IP addresses to a whitelist in your IPS solutions.71. make sure to include these Five9 domains to ensure that you receive all communications and content coming from Five9.255 Atlanta Data Center 212. 198. Five9 Internet Domains All communication from Five9 will come from one of the domains listed here.0 – 198.63 Amsterdam Data Center Note Some customers have experienced service interruptions due to their own intrusion prevention systems (IPS) over-reacting to normal VOIP (SIP/RTP) traffic to and from the Five9 environment. five9. 43 Five9 Technical Requirements .com Note: This configuration is typically not required for agents who work from home.246.135.S. The following SIP Inspections should be turned off for Five9 traffic: • SIP Access Layer Gateway (ALG) • SIP Inspection and Control • SIP Traversal • SIP Transformation) Note You might be running multiple SIP services and other applications which require these features to be enabled. DNS Note Communication to Five9 is done through standard DNS requests. OR • If you specify firewall exceptions using IP addresses rather than DNS. Five9 agents and API connections must be able to contact the CounterPath License Server for license validation.counterpath.90.Network Requirements Other VoIP Services and Phones.eu) CounterPath Softphone Requirements Five9 leverages the CounterPath Softphone Client in our products.counterpath.93. IP Address Ranges. Data Centers (www.com domain.52.five9.170 secure.counterpath.com U.eu) (login.com.51.com 137.com 216. Ports.five9. SIP Firewall Note Many firewalls with default inspect settings make changes to SIP/VoIP traffic. In most cases intrusive inspection by the Firewall changes the SIP VoIP traffic and is unnecessary for Five9 applications. Depending on how your firewall is configured. Firewall rules must include these IP addresses: 69.eu European Data Center (www. Agent Desktops should be able to resolve all server names for Five9.counterpath.com) (login.175 secure.five9.com) five9.170 secure. ensure the required access by one of these methods: • Create a firewall rule to permit HTTPS connections to secure. and Network Traffic five9. 5080 UDP Outbound SIP signaling on the Five9 SIP Proxy 5081 TCP Outbound SIP over TLS signaling on the Five9 SIP Proxy 8000-8007 UDP Outbound Source port used for RTP traffic on the Agent Desktop 1024-65535 UDP Outbound RTP from Five9 Agent Desktop to Five9 Application If you are not using a stateful firewall. SIP Proxy and/or PC Firewall must have the following TCP/UDP ports open: 44 Port TCP/ UDP Outbound* Application 80 TCP Outbound HTTP-web communications for login.com site to verify that customer networks are ready to receive Five9 traffic 8843 TCP Outbound HTTP(S)-Downloading Five9 Applications/API Customers 8880 TCP Outbound HTTP-Downloading Five9 Applications 5060-5063 UDP Outbound Configured on the Agent Desktop for Five9 agent SIP connection.five9. Session Border Controller (SBC). reporting. Five9 Technical Requirements . Ports. 443 TCP Outbound HTTPS-web communications for login. and Network Traffic TCP/UDP Port Requirements for Softphone Customers The customer external Firewall. you MUST configure Inbound rules to allow return traffic. customer support. 2200-2300 TCP Outbound Java RMI/SSL Encrypted 8080/8081 TCP Outbound Network Assessment Test (NAT). reporting. IP Address Ranges.Network Requirements Other VoIP Services and Phones. Used for the quality. customer support. TCP/UDP Port Requirements for PSTN Customers The customer’s external Firewall. etc. 45 Five9 Technical Requirements . reporting. 2200-2300 TCP Outbound Java RMI/SSL Encrypted 8080/8081 TCP Outbound Network Assessment Test (NAT). IP Address Ranges.com site to verify that customer network is ready to receive Five9 traffic 8843 TCP Outbound HTTPS-Downloading Five9 Applications/API Customers 8880 TCP Outbound HTTP-Downloading Five9 Applications 5060 UDP Inbound SIP connection for Five9 Agent Default is 5060. customer support.five9. you MUST configure Inbound rules to allow return traffic. SIP Proxy Server and/ or PC Firewall must have the following TCP/UDP ports open: PSTN (No RTP Connection required). reporting. Ports. etc. Used for the quality. Session Border Controller (SBC). customer support.Network Requirements Other VoIP Services and Phones. 443 TCP Outbound HTTPS-web communications necessary for login. SIP Proxy and/or PC Firewall must have the following TCP/UDP ports open: Port TCP/UDP Outbound Application 80 TCP Outbound HTTP-web communications necessary for login. the actual port number used depends on what the customer is using for their SIP endpoint 5080 UDP Outbound SIP signaling on the Five9 SIP Proxy 5081 TCP Outbound SIP over TLS signaling on the Five9 SIP Proxy 1024-65535 UDP Outbound RTP from Five9 Agent Desktop to Five9 Application If you are not using a stateful firewall. Session Border Controller (SBC). and Network Traffic TCP/UDP Port Requirements for Gateway Customers The customer’s external Firewall. Use FTP helper in firewall configuration to open FTPDATA communications 22 TCP Outbound SFTP (FTP over SSH) if ftp. Use FTP helper in firewall configuration to open FTP-DATA communications 21 TCP Outbound FTP if ftp. etc.Network Requirements Other VoIP Services and Phones. Ports.com is used for uploads via SFTP Five9 Technical Requirements . reporting.com is used for uploads via FTP. reporting. customer support. etc. 443 TCP Outbound HTTP(S)-web communications necessary for login. IP Address Ranges.five9.five9. customer support. and Network Traffic Port TCP/UDP Outbound Application 80 TCP Outbound HTTP-web communications necessary for login. 2200-2300 TCP Outbound Java RMI/SSL Encrypted 8080/8081 TCP Outbound Network Assessment Test (NAT) 8843 TCP Outbound HTTP(S)-Downloading Five9 Applications/API Customers 8880 TCP Outbound HTTP-Downloading Five9 Applications TCP/UDP Port Requirements for FTP/SFTP Access The customer’s external Firewall must have the following TCP/UDP ports open: 46 Port TCP/UDP Outbound Application 21 TCP Inbound Customer’s FTP server used in VCC configuration to upload recordings and download dialing lists. Gateway or PSTN Customers may apply. Salesforce. Source Port: UDP 5060 Destination Port: UDP 5080 Five9 VCC marks the SIP and RTP network packets for VoIP calls that are leaving the Five9 premise destined for the customer or provider network. low latency queue across the network infrastructure. Five9 VCC uses the following ports that can be used by your internal networking engineering team to add to an existing QoS policy or develop a custom policy: Protocol Requirements RTP Should be in the highest priority. Source Ports: UDP 8000-8007 Destination Ports: UDP 1025-65535 SIP Can be in the highest priority queue. the TCP/UDP Port requirements listed in this document for Softphone. Five9 VCC does not mark the DSCP header on packets leaving the workstation destined for the Five9 network. and Network Traffic API Customers (excluding CTI Web Services API) The customer external firewall needs to allow outbound connections from the computer using the API web services to the Five9 Data Center subnets on TCP Port 8843. but is also standard to put in a second queue less critical than RTP. CTI Web Services API Customers Depending on your use of the Agent Desktop Toolkit. IP Address Ranges. Five9 Quality of Service (QoS) Features Five9 VCC uses Diffserv QoS (Quality of Service) markings of SIP and RTP network packets for VoIP phone calls. NetSuite and Oracle Service Cloud) also have domains in use. Please consult your CRM vendor’s technical documentation and/or customer support for details on which domains are in use with the respective applications. 3rd-Party Software CRM applications (such as. It is 47 Five9 Technical Requirements .Network Requirements Other VoIP Services and Phones. This allows for prioritization of voice traffic within a converged voice/data network. Ports. 02. we recommend setting up a QoS policy in Windows.com/en-us/library/cc771283. • • Workstation QoS Option Network QoS Option Workstation QoS Option To enable VoIP QoS for your agents’ workstations.aspx (QoS Support in Windows). 48 Five9 Technical Requirements .aspx (Creating and Editing a QoS Policy) • TechNet article: http://technet. IP Address Ranges.microsoft.com/en.microsoft. You can find additional details: • MSDN article: http://technet. please consult your networking equipment vendor and/or an internal network engineer within your company. Network QoS Option To enable VoIP QoS tagging on the network infrastructure equipment.us/magazine/ 2007. Ports.cableguy.Network Requirements Other VoIP Services and Phones. and Network Traffic recommended that the network protocols defined for this purpose be marked and prioritized by the workstation or the network infrastructure. Appendix A References Terms Used in This Document Reference Documents Terms Used in This Document Term/Acronym Definition ACL Lists that filter network traffic by controlling whether routed packets are forwarded or blocked at the router's interfaces. based on the criteria you specified within the access lists. Five9 Technical Requirements . Also known as a public key certificate. the µ-law algorithm (used in North America & Japan) and A-law algorithm (used in Europe and the rest of the world) It has a sample of 64 kbit/s bit rate. Codec Codecs are used to convert an analog voice signal to digitally encoded version. G.711 defines two main VoIP compression algorithms. and so forth. Codecs vary in the sound quality and bandwidth required. Digital Certificate Digital Certificates provide a means of proving identity in electronic transactions. their address. The certificate can be used to verify that a public key belongs to an individual. Your router examines each packet to determine whether to forward or drop the packet.711 49 G. CTI Computer Telephony Integration Diffserv QoS Differentiated Services (Diffserv) QoS framework enables quality-ofservice provisioning within a network domain by applying rules at the edges to create traffic aggregates and coupling each of these with a specific forwarding path treatment in the domain through use of a code point in the IP header. the digital certificate is an electronic document that uses digital signature to bind a public key with an identity — information such as the name of a person or an organization. audio and video). Also. and tearing down SIP calls.729 is an ITU standard codec and it has two main flavors: A and B. While RTP carries the media streams (e. unicast. SIP embeds IP addresses in the user-data portion of the IP packet. signaling messages for the media connection addresses. SIP Inspection To support SIP calls through the security appliance. and multicast sessions. voice. IP. PAT Port Address Translation. and embryonic connections for the media must be inspected. works at the Application Layer to control communications sessions for video. translates Internet Protocol (IP) addresses used within one network to a different IP address known to another network. conducting. SBC Session Border Controller (SBC) is a device deployed in Voice over Internet Protocol (VoIP) networks to exert control over the signaling and usually the media streams involved in setting up. NAT Network Address Translation. the media streams are dynamically allocated. because while the signaling is sent over a well-known destination port (UDP/TCP 5060). MPLS Multiprotocol Label Switching (MPLS) is a pure IP architecture that combines the strengths of Layer-3 routing and Layer-2 switching. SIP inspection applies NAT for these embedded IP addresses. RTCP is used to monitor transmission statistics and quality of service (QoS) and aids synchronization of multiple streams.729 G. SIP Session Initiation Protocol.References 50 Terms Used in This Document Term/Acronym Definition G.g. SIP ALG SIP-ALG is a Firewall having the capability to perform NAT using standard SIP protocols. works with NAT to conserve IP addresses used by permitting multiple devices on a local area network (LAN) to be mapped to a single IP address.. media ports. Five9 Technical Requirements . MPLS carrier networks are scalable virtual private networks (VPNs) that provide end-to-end quality of service (QoS). SIP Trunking SIP trunking is a Voice over Internet Protocol (VoIP) service based on the Session Initiation Protocol (SIP) by which Internet telephony service providers (ITSPs) deliver telephony PSTN Services. For VoIP processing it has a sample rate of between 28 and 40kbit/s bit rate depending on overhead. RTP RTP is used in conjunction with the RTP Control Protocol (RTCP). video chat.org/wiki/WebRTC) WSS Secure WebSocket protocol. http://en.wikipedia. the User Datagram Protocol (UDP).org/wiki/Session_ Initiation_Protocol Five9 Technical Requirements . TLS is the successor of SSL TCP/UDP Ports Transport Layer protocols. Provides secure. and enables sending and receiving data via the network VoIP Voice over Internet Protocol. VPN Virtual Private Network extends a private network so that the resources that belong to that network are available by controlled remote access.wikipedia. A port number is a 16bit unsigned integer.References Reference Documents Term/Acronym Definition SSL/TLS SSL – Acronym for Secure Sockets Layer. Reference Documents 51 Document Name Link Session Initiation Protocol http://en. (Source: Wikipedia. a port number and an IP address. such as the Transmission Control Protocol (TCP). A process associates its input or output channels via Internet sockets. and P2P file sharing without the need of either internal or external plug-ins. This process is known as binding. full-duplex communication channels over a single TCP connection. Designed with goal of providing data secrecy and data integrity between two communicating applications. WebRTC Web Real-Time Communication is an API definition drafted by the World Wide Web Consortium (W3C) to support browser-to-browser applications for voice calling. specify a source and destination port number in their packet headers. thus ranging from 0 to 65535. Voice signals are transmitted over the Internet rather than over the public switched telephone network (PSTN). a type of file descriptors. Used in Web browsers and Web servers. with a transport protocol. Established industry-standard that encrypts the channel between a Web browser and Web server to ensure the privacy and reliability of data transmitted over this channel. TLS – Acronym for Transport Layer Security. ietf.txt Protocol 52 VoIP Reference Guide http://www.voip-info.org/wiki/view/SIP SIP Reference and Training http://www.wikipedia.org/rfc/rfc3261.com/ WebRTC .References Reference Documents Document Name Link RFC 3261 SIP: Session Initiation http://www.Wikipedia http://en.org/wiki/WebRTC Five9 Technical Requirements .thesipschool.
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