Transcript
Page 1: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Cloud Contact Center Software

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 © 2018 Five9, Inc.

Five9Technical RequirementsReference Guide

June 2018

This guide contains deployment, configuration, and troubleshooting information to assist customers and partners with Five9 applications.

Page 2: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

ii Five9 Technical Requirements

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™

Page 3: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

iii Five9 Technical Requirements

Contents

What’s New.............................................................................. viii

Chapter 1Environment and Security...............................................................1RMI Protocol .......................................................................................... 1RTP Protocol.......................................................................................... 1Voice Quality Testing ............................................................................... 2Digital Certificates .................................................................................. 2

Thawte, Inc. Certificate ....................................................................... 2VeriSign Certificates ........................................................................... 2GeoTrust and RapidSSL Certificates ......................................................... 2

Supported TLS Protocols............................................................................ 3Supported Ciphers .............................................................................. 3

TLS 1.2 Inbound Ciphers .................................................................. 3TLS 1.1 Inbound Ciphers .................................................................. 4

Setting the TLS Protocols in Your Browsers................................................. 4

Chapter 2Five9 SIP Trunk Options .................................................................6Private SIP Trunks Provided by Five9 ITSP Providers........................................... 6SIP Trunks Provided by Your ITSP Provider ...................................................... 7Private SIP Trunks for Five9 Gateway to Customer Gateway ................................. 7

Chapter 3Agent and Supervisor Applications ....................................................8Web-Based Application Requirements............................................................ 8

Workstation Requirements for Web-Based Applications.................................. 9Windows Platform Requirements........................................................ 9Apple Mac Workstation Requirements .................................................. 9

Workstation Requirements for Five9 Visual Support ...................................... 9Windows Requirements ................................................................... 9Apple Mac Requirements ................................................................ 10

Operating Systems for Five9 Visual Support ............................................... 10Operating Systems for Web-Based Applications .......................................... 10

Windows Operating Systems (32- and 64-Bit) ........................................ 10Workstation User Access Privileges .................................................... 11Apple Mac Operating Systems Supported ............................................. 11

Web Browsers Supported for Web-Based Applications................................... 12Windows Platforms (32-Bit) ............................................................. 12Windows Platforms (64-Bit) ............................................................. 12

Page 4: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

iv Five9 Technical Requirements

Apple Mac Platforms ..................................................................... 12Web Browsers Supported for Five9 Visual Support ....................................... 13

Windows Platforms (32 or 64-Bit) ...................................................... 13Apple Mac Platforms ..................................................................... 13Mobile Devices ............................................................................ 14

Video Cameras Supported for Five9 Visual Support ...................................... 14Agent Side ................................................................................. 14Customer Side ............................................................................. 15

Virtual Desktop Infrastructure Requirements ..................................................15Hardware........................................................................................ 16Operating Systems............................................................................. 17Virtual Desktop Infrastructure............................................................... 17

Citrix Platforms ........................................................................... 17VMWare Platforms ........................................................................ 18

Virtualization Server .......................................................................... 18Java-Based Application Requirements .......................................................... 18

Workstation Requirements ................................................................... 19Windows Platforms ....................................................................... 19Apple Mac Platforms ..................................................................... 19Java Requirements ....................................................................... 20

Java Runtime Environment........................................................................ 20Operating Systems............................................................................. 21

Windows and Mac (32- and 64-Bit) ..................................................... 21Five9 Agent or Supervisor Workstation User Access Control ....................... 22

Web Browsers Supported for Java-Based Applications................................... 22Windows Platforms (32-bit versions only)............................................. 22Apple MAC Platforms ..................................................................... 22

Five9 Supervisor Additional Requirements................................................. 23Apple iPad system Requirements....................................................... 23Headsets for Apple iPad .................................................................23Workstation Requirements for Spreadsheet Dashboards ........................... 23

Headset Requirements for Agents and Supervisors............................................ 24Application and Feature Operating Notes ...................................................... 24

Adapter for Oracle Service Cloud with Chat............................................... 24Web Page Security and Visual IVR Scripts..................................................24Dashboards...................................................................................... 25Agent Desktop with Chat, Social, and Email Channels................................... 25

Email Ports................................................................................. 25Attachments ............................................................................... 26

Integrated Administration Console.......................................................... 26

Chapter 4Five9 Agent Integrations............................................................... 27Requirements for Web-Based Adapters ......................................................... 27

Workstation Requirements ................................................................... 28Windows Platforms ....................................................................... 28Apple Mac Platforms ..................................................................... 28

Operating Systems............................................................................. 28

Page 5: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

v Five9 Technical Requirements

Application Requirements .................................................................... 29Plus Adapter for Agent Desktop Toolkit ............................................... 29Plus Adapter for Salesforce ............................................................. 29Plus Adapter for Oracle Service Cloud................................................. 29Plus Adapter for NetSuite ............................................................... 29Plus Adapter for Microsoft Dynamics CRM ............................................ 30Plus Adapter for Zendesk ................................................................ 30

Web Browsers .................................................................................. 30Windows Platforms (32-bit versions only)............................................. 30Mac Platforms ............................................................................. 31

Requirements for Java-Based Adapters ......................................................... 31Operating Systems............................................................................. 31Five9 Agent Desktop Toolkit .................................................................32

Additional Requirements ................................................................ 32Java Requirements ....................................................................... 32Web Browsers (32-bit versions only) on Windows Platforms ....................... 32Web Browsers on Mac Platforms........................................................ 32

Five9 Adapters for Salesforce................................................................ 33Open CTI Adapter for Salesforce ....................................................... 33Version 3 Adapter for Salesforce ....................................................... 34Version 4 Adapter for Salesforce ....................................................... 35

Five9 Adapter for NetSuite................................................................... 35Five9 Adapter for Oracle Service Cloud .................................................... 36Five9 Adapter for Velocify ................................................................... 36Five9 Cloud API Web Services (Custom Integration) ..................................... 36

Chapter 5NICE ........................................................................................ 37NICE Application Requirements .................................................................. 37

Agent Workstation Requirements ........................................................... 37Hardware Requirements .................................................................37Software Requirements .................................................................. 38

Supervisor Workstation Requirements...................................................... 40Hardware Requirements .................................................................40Software Requirements .................................................................. 41

NICE Client Applications Required .......................................................... 41NICE Network Requirements (LAN and WAN).............................................. 42NICE Firewall Requirements .................................................................42

NICE WFM Workforce Management Requirements ............................................. 43Agent Desktop Requirements ................................................................ 44Workforce Planners and Supervisors Desktop Requirements............................44Applications Required......................................................................... 44Network Requirements (LAN and WAN) .................................................... 44Firewall Requirements ........................................................................ 44

Chapter 6Requirements for Verint Systems.................................................... 46Workstation Requirements ........................................................................ 46

Hardware Requirements ...................................................................... 46

Page 6: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

vi Five9 Technical Requirements

Third-Party Software Required for Agent Stations ....................................... 47Third-Party Software Required for Browsing .............................................. 48JRE Settings Requirements ................................................................... 48Supported Operating Systems................................................................ 50Supported Web Browser ...................................................................... 51

Network Requirements (LAN and WAN) ......................................................... 56Firewall Requirements ........................................................................ 56IP Addresses .................................................................................... 56

Chapter 7Calabrio Application Requirements.................................................. 57Desktop Requirements ............................................................................. 57

Windows Operating Systems .................................................................57.NET Framework ............................................................................... 58Web Browsers .................................................................................. 58Capture Bandwidth ............................................................................ 58Analytics and Plug-in Extensions ............................................................ 58

Antivirus Real-Time Scanning Exclusions........................................................ 59Firewall Requirements............................................................................. 59

Chapter 8Network ................................................................................... 60Five9 Network Connectivity....................................................................... 60

Virtual Private Network (VPN) ............................................................... 60VPN and Quality of Service (QOS) ........................................................... 60VPN and Private IP Addresses................................................................ 61Direct Connection Option .................................................................... 61Required Direct Connection Criteria........................................................ 61

Five9 Network Requirements (LAN and WAN)..................................................62Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic........ 64

Whitelisted Internet Domains and IP Addresses........................................... 64Five9 IP Address Ranges .................................................................65Five9 IP addresses for Global Voice.................................................... 66Five9 Internet Domains .................................................................. 66CounterPath Softphone Requirements ................................................ 67

SIP Firewall Note............................................................................... 67TCP/UDP Port Requirements for Softphone Customers.................................. 68TCP/UDP Port Requirements for Gateway Customers ................................... 69TCP/UDP Port Requirements for PSTN Customers........................................ 70TCP Port Requirements for FTP/SFTP ...................................................... 70Network Requirements for Five9 Visual Support.......................................... 71Port Requirements for Five9 Email Access................................................. 71API Customers .................................................................................. 72Third-Party Software.......................................................................... 72Five9 Quality of Service (QoS) Features.................................................... 72

Workstation QoS Option .................................................................73Network QoS Option...................................................................... 73

Page 7: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

vii Five9 Technical Requirements

Appendix AReferences................................................................................ 74Glossary .............................................................................................. 74Reference Documents.............................................................................. 76

Page 8: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

viii Five9 Technical Requirements

Chapter 3

What’s New

This table lists the changes made in the last six releases of this document:

Release Changes

June 2018 • Added support for Firefox 60.

May 2018 • Updated the description of port 8083 for the Five9 Softphone Service.

• Updated the Citrix XenApp requirements in Citrix Platforms.

April 2018 • Added exceptions to the Windows and Internet Explorer supported for the Plus Adapter for Salesforce Lightning Experience. See Plus Adapter for Salesforce.

• Removed restrictions about Safari 10. This note applies to VCC applications and CRM integrations.

• Added IP addresses for Dublin and Sydney in Five9 IP addresses for Global Voice.• Added that Five9 does not support the on-premise versions of Microsoft

Dynamics CRM. See Plus Adapter for Microsoft Dynamics CRM.

March 2018 • Added support for Firefox 58.• Added a TLS 1.2 requirement for agents who use Plus Adapter for Agent Desktop

Toolkit or Plus Adapter for NetSuite with Internet Explorer 11.• Removed Five9 Web Engagement.• Added port 8083 for the Five9 Softphone Service.

February 2018 • Corrected Verint Systems Recorder from TCP to UDP in Firewall Requirements.• Updated graphics in Software Requirements.

January 2018 • Added port 8090 to TCP/UDP Port Requirements for PSTN Customers.• Updated Java support information to 1.8.0_161 32-bit.

Page 9: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

1 Five9 Technical Requirements

Chapter 1

Environment and Security

RMI ProtocolRTP ProtocolVoice Quality TestingDigital CertificatesSupported TLS Protocols

RMI ProtocolFive9 uses the secure Remote Method Invocation (RMI) protocol for the Java-to-Java communications between the Five9 client applications and the Five9 Virtual Contact Center platform. Five9 RMI traffic is transmitted out of the firewall through open TCP ports by using TLS protocols.

RTP ProtocolVoice traffic for VCC is transferred using the Real-Time Transport Protocol (RTP). The RTP download (inbound) streams the voice packets sent from the Five9 data center to the agent’s softphone. The voice packets that represent the caller’s voice upstream (outbound) are rebuilt in the softphone. The voice packets are 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. The voice packet transfer uses User Datagram Protocol (UDP) which is faster and more efficient than TCP for time-sensitive applications, such as VoIP. 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.

Important Before configuring your organization, be sure to obtain the most current security and legal information relevant to your business. For example, you can start by consulting the Five9 Enterprise-Ready Security pages and your legal advisor.

Page 10: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Environment and Security Voice Quality Testing

2 Five9 Technical Requirements

Voice Quality TestingFive9 Network Assessment Test uses Port 80 and 8081 for Network Assessment Testing. You can run VoIP quality tests at http://quality.five9.com/ from any agent workstation.

Digital CertificatesTo communicate securely with Five9 VCC, users may need to install on their workstation these certificates from the Certificate Issuing Authorities that Five9 uses.

Thawte, Inc. CertificateThis certificate is recognized by operating systems and browsers:

https://www.thawte.com/roots/thawte_Primary_Root_CA.pem

VeriSign CertificatesVerisign certificates are located at https://knowledge.symantec.com/support/ssl-certificates-support/index?page=content&actp=CROSSLINK&id=INFO4033#links.

GeoTrust and RapidSSL CertificatesThese certificates are located at these URLs:

Certificate Link

Root http://www.geotrust.com/resources/root_certificates/certificates/GeoTrust_Global_CA.pem

Intermediate https://knowledge.rapidssl.com/support/ssl-certificate-support/index?page=content&actp=CROSSLINK&id=SO28616

Page 11: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Environment and Security Supported TLS Protocols

3 Five9 Technical Requirements

Supported TLS ProtocolsFive9 does not accept unencrypted API connections. When developing a custom web service to communicate with the Five9 API, ensure that the web service uses these security protocols and that you use the web browsers supported by Five9. If your environment uses proxy servers, these must support the secure WebSocket (WSS) protocol for desktop and network proxies.

Supported CiphersThe Diffie-Hellman key size must be greater than or equal to 2048. To verify that your servers support these ciphers, go to SSL Server Test.

TLS 1.2 Inbound Ciphers• TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384 (0xc030)• TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256 (0xc02f)• TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384 (0xc028)• TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA (0xc014)• TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256 (0xc027)• TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA (0xc013)• TLS_RSA_WITH_AES_256_GCM_SHA384 (0x9d)• TLS_RSA_WITH_AES_128_GCM_SHA256 (0x9c)• TLS_RSA_WITH_AES_256_CBC_SHA256 (0x3d)• TLS_RSA_WITH_AES_256_CBC_SHA (0x35)• TLS_RSA_WITH_AES_128_CBC_SHA256 (0x3c)• TLS_RSA_WITH_AES_128_CBC_SHA (0x2f)

Security Protocol Version Supported

TLS Transport Layer Security protocol: In order of precedence, TLS 1.2 and TLS 1.1 are supported for inbound and outbound traffic.

TLS Cipher Suite Minimum of 128-bit encryption required.

WSS Secure WebSocket (WSS) protocol uses TLS encryption.

Page 12: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Environment and Security Supported TLS Protocols

4 Five9 Technical Requirements

TLS 1.1 Inbound Ciphers• TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA (0xc014)• TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA (0xc013)• TLS_RSA_WITH_AES_256_CBC_SHA (0x35)• TLS_RSA_WITH_AES_128_CBC_SHA (0x2f)

Setting the TLS Protocols in Your BrowsersEnsure that TLS 1.1 and 1.2 are enabled in your browsers as follows.

Chrome.

1 Open Chrome.2 On your keyboard, press Alt F and select Settings.3 At the bottom of the page, click Advanced.4 Scroll down to the System section and click Open proxy settings.5 In the Internet Properties menu, select the Advanced tab.6 In the Security section, disable Use TLS 1.0 and enable Use TLS 1.1 and Use TLS

1.2.7 Click Apply and OK.8 Restart Chrome.

Firefox.

1 Open Firefox.2 In the address bar, enter about:config.3 Click I accept the risk.4 In the search field, enter tls.5 Double-click security.tls.version.min.6 For TLS 1.1, enter 2.7 Click OK.8 Close the tab.9 Restart Firefox.

Internet Explorer.

Important Do not follow these steps unless instructed to do so by your administrator.

Page 13: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Environment and Security Supported TLS Protocols

5 Five9 Technical Requirements

1 Click the Tools gear icon near the top right corner.2 Click Internet options.3 Click Advanced.4 Scroll to the end of the list and enable Use TLS 1.1 and Use TLS 1.2.5 Disable Use TLS 1.0.6 Disable Use SSL 3.0.7 Click OK.8 Restart Internet Explorer.

Apple Safari. TLS 1.1 and TLS 1.2 are automatically enabled in versions 9 or greater.

Page 14: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

6 Five9 Technical Requirements

Chapter 2

Five9 SIP Trunk Options

SIP trunks are VoIP-based carrier services offered by an Internet Telephony Service Provider (ITSP) that uses the SIP protocol to set up communications between the PSTN network and inbound, outbound and/or blended calls by Five9 Agents. SIP trunks support all domestic, International, and toll-free services.

Private SIP Trunks Provided by Five9 ITSP ProvidersSIP Trunks Provided by Your ITSP ProviderPrivate SIP Trunks for Five9 Gateway to Customer Gateway

Private SIP Trunks Provided by Five9 ITSP Providers

This service originates in the Five9 data center and is connected to the PSTN network. You do not need to configure anything.

Page 15: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 SIP Trunk Options SIP Trunks Provided by Your ITSP Provider

7 Five9 Technical Requirements

SIP Trunks Provided by Your ITSP ProviderYour ITSP is connected to the Five9 SBCs in the Five9 data centers. To successfully configure, test, and turn up the SIP trunk, you must complete and return the installation checklist to Five9.

Private SIP Trunks for Five9 Gateway to Customer Gateway

If your enterprise already has or is considering a SIP Infrastructure, such as a SBC, proxy server, or SIP server, you may also select the gateway-to-gateway option. New SIP trunks are installed during the Five9 setup.

A gateway, such as AVAYA, CISCO, or Asterisk, enables you to connect to Five9 with SIP trunks across the Internet and/or through a VPN or Direct Connect Option.

Page 16: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

8 Five9 Technical Requirements

Chapter 3

Agent and Supervisor Applications

Web-Based Application RequirementsVirtual Desktop Infrastructure RequirementsJava-Based Application RequirementsHeadset Requirements for Agents and SupervisorsApplication and Feature Operating Notes

Web-Based Application RequirementsThe requirements listed here are specific to Five9 Agent Desktop Plus.

Agents running additional software applications require additional RAM and a faster processor. 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.

Users access the Five9 Agent Desktop Plus application through a Web interface.

The Five9 Agent Desktop Plus application uses standard security protocols HTTPS and Secure Web Socket (WSS) to communicate with the Five9 environment.

Agent Desktop Plus automatically downloads and uses the Skype Web SDK. Therefore agents should have access to the internet or at least to the Microsoft CDN site to connect to a Lync 2013 or Skype for Business 2015 server. Agents who use the PSTN softphone connection also need a license for Lync 2011 or Lync 2013 client, which is the voice endpoint.

If you plan to use proxy servers, the servers must support Secure WebSocket connections. See Supported TLS Protocols for details.

Workstation Requirements for Web-Based ApplicationsWorkstation Requirements for Five9 Visual SupportOperating Systems for Five9 Visual SupportOperating Systems for Web-Based ApplicationsWeb Browsers Supported for Five9 Visual SupportWeb Browsers Supported for Web-Based Applications

Page 17: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Web-Based Application Requirements

9 Five9 Technical Requirements

Workstation Requirements for Web-Based Applications

Windows Platform RequirementsApple Mac Workstation Requirements

Windows Platform Requirements

Apple Mac Workstation Requirements

Workstation Requirements for Five9 Visual SupportWindows RequirementsApple Mac Requirements

Windows Requirements

Component Minimum 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 7 and Windows 8

2.0 GB or greater

Screen Resolution

1024 x 768 or higher 1024 x 768 or higher

Component Minimum Version or Value Recommended Version or Value

Processor Intel Core i5, 1.7 GHzIntel Core i7, 2.3 GHz

Intel Core i5, 1.7 GHzIntel Core i7, 2.3 GHz

Memory 2GB of RAM 2GB of RAM

Component Minimum Version or Value Recommended Version or Value

Processor Intel Core 2 Duo or AMD Athlon X2 2GB of RAM

Intel Core i5 3470 or AMD A8 6K series with 2GB of RAM

Memory 2 GB or higher with Windows 7 and Windows 8

2.0 GB or greater

Page 18: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Web-Based Application Requirements

10 Five9 Technical Requirements

Apple Mac Requirements

Operating Systems for Five9 Visual Support

Operating Systems for Web-Based ApplicationsWindows Operating Systems (32- and 64-Bit)Workstation User Access PrivilegesApple Mac Operating Systems Supported

Windows Operating Systems (32- and 64-Bit)• Windows 7 Professional• Windows 7 Ultimate• Windows 7 Home Premium• Windows 8• Windows 8 Professional• Windows 8.1

Screen Resolution

1024 x 768 or higher 1024 x 768 or higher

Component Minimum Version or Value Recommended Version or Value

Processor Intel Core 2 Duo 1 GB RAM Intel Core i5 3470 2GB RAM

Memory 2GB of RAM 2GB of RAM

Component Minimum Version or Value Recommended Version or Value

Windows 32- and 64-Bit • Windows 7• Windows 8• Windows 8.1• Windows 10, 10 Professional

Apple Mac • Mavericks OS X, Version 10.9• Yosemite OS X, Version 10.10• El Capitan OS X, Version 10.11• Sierra OS X, version 10.12

Page 19: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Web-Based Application Requirements

11 Five9 Technical Requirements

• Windows 8.1 Professional• Windows 10• Windows 10 Anniversary Update (except for Oracle Service Cloud)• Windows 10 Professional

If you enabled Secure RTP, minimum technical requirements are increased to Intel Pentium IV 2.66 GHZ or greater and 1.5 GB memory. SRTP cannot be enabled with NICE integration.

In certain windows platforms, Windows Media Player is not installed by default so the required MP3 codecs are absent. As a result, sound alerts and voice mail recordings cannot be played in Internet Explorer and Firefox. To resolve this issue, install the appropriate update for your platform:

• Windows 7 N and KN • Windows 8 N and KN • Windows 8.1 N and KN • Windows 10 N and KN

Workstation User Access Privileges

Apple Mac Operating Systems SupportedSierra OS X, version 10.12 beta

• Mavericks OS X, version 10.9• Yosemite OS X, version 10.10• El Capitan OS X, version 10.11• Sierra OS X, version 10.12

Operating System Version and Notes

Windows 7 Windows 8 Windows 8.1Windows 10Windows 10 Pro

User Access Control (UAC) can remain enabled during installation. VCC users must, at a minimum, be standard users on their Windows workstation.Windows Edge browser is not supported.

Note With this operation system, Safari 10 prevents the softphone from starting.

Warning If you use the CounterPath softphone client for Mac users, do notupgrade to High Sierra 10.13. Otherwise, the softphone will not work. If youmust upgrade, change to the PJSIP softphone client.

Page 20: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Web-Based Application Requirements

12 Five9 Technical Requirements

Web Browsers Supported for Web-Based ApplicationsWindows Platforms (32-Bit)Windows Platforms (64-Bit)Apple Mac Platforms

Windows Platforms (32-Bit)

Windows Platforms (64-Bit)

Apple Mac PlatformsMac OS X is 64-bit only. In Mac platforms, users of Microsoft Dynamics CRM are limited to Safari.

Browser Version

Google Chrome™ Most recent stable version and 2 previous versions in WindowsGoogle Chrome is automatically updated. Five9 makes every effort to test and support the most recent version.

Firefox Versions 58, 59, and 60.You may use the 64-bit version.

Internet Explorer Version 11

Microsoft Edge is not supported.

Important If your customers use version 10 or lower, they do not see preview and proactive chat, email, and survey console offers. Instead they see a message recommending that they upgrade to version 11. In that case, recommend that they enable local storage: Tools > Internet Options > Advanced > Security > Enable DOM storage.

Browser Version

Firefox Versions 58, 59, and 60.

Browser Browser Version

Google Chrome™ Most recent stable version.Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version.

Page 21: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Web-Based Application Requirements

13 Five9 Technical Requirements

Web Browsers Supported for Five9 Visual Support

Windows Platforms (32 or 64-Bit)

Apple Mac Platforms

Firefox Versions 58, 59, and 60.

Safari • Version 9.0: Agent Desktop Plus is supported. However, preview and proactive chat, email, and survey console offers to your customers are not displayed if your customers use version 9 or lower. Instead they see a message recommending that they upgrade to version 10.

• Version 10: Five9 Video is not supported.

Browser Browser Version

Browser Version

Google Chrome™ Most recent stable version and 2 previous versions in WindowsGoogle Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. All agents using SightCall must install the SightCall plugin and the Chrome extension.

Firefox Versions 58, 59, and 60.You may use the 64-bit version.All agents using SightCall must install the SightCall plugin and the Firefox extension.

Internet Explorer Version 11All agents using SightCall must install the SightCall plugin.

Browser Browser Version

Google Chrome™ Most recent stable version.Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. All agents using SightCall must install the SightCall plugin and the Chrome extension.

Page 22: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Web-Based Application Requirements

14 Five9 Technical Requirements

Mobile DevicesOn mobile devices, agents using SightCall must install an app. A free app is provided in the app store by SightCall for iOS (version 8+) and Android (version 4.0.3+). When clicking on a SightCall link for the first time, users are guided to install the app from the app store.

Video Cameras Supported for Five9 Visual Support

Agent SideThese cameras have been tested and are supported for Five9 Visual Support with your Five9 interface:

Firefox Versions 58, 59, and 60.All agents using SightCall must install the SightCall plugin and the Firefox extension.

Safari Version 9.0. All desktop users must install the SightCall plugin.

Browser Browser Version

• Canyon CNE-CWC3 FullHD• Creative Live! Cam Chat HD• Defender G-lens 2597 HD• Genius FaceCam 1000X V2• Logitech HD WebCam B525• Logitech HD WebCam B910• Logitech HD WebCam C270

• Logitech HD WebCam C310• Logitech HD WebCam C525• Microsoft LifeCam Cinema for Business• Microsoft Retail LifeCam HD-3000• Ritmix RVC-051M• SVEN IC-950 HD• Trust Trino HD video

Page 23: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Virtual Desktop Infrastructure Requirements

15 Five9 Technical Requirements

Customer SideThese cameras have been tested and are supported by Five9 Visual Support for use by customers, or contacts, during the video session:

Virtual Desktop Infrastructure RequirementsYour agents can access Five9 Plus applications from a virtual desktop without compromising audio quality when using the softphone mode. You can use a virtual desktop with all Five9 Plus agent applications:

• Agent Desktop Plus• Plus Adapter for Agent Desktop Toolkit• Plus Adapter for Salesforce

iPad • iPad Air• iPad 4• iPad mini• iPad mini2• iPad 2 with Retina display

Mobile devices • iPhone 4• iPhone 4S• iPhone 5• iPhone 5C• iPhone 5S• Samsung Galaxy Note 10.1• Samsung Galaxy Note 3• Samsung Galaxy S4• Google NEXUS7C ASUS• Nokia Lumia 520• Microsoft Surface Pro

Mac OS X devices • iMac 21.5”• MacBook Air 13”• MacBook Pro• MacBook Air 11”• MacBook Retina 12”

Page 24: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Virtual Desktop Infrastructure Requirements

16 Five9 Technical Requirements

• Plus Adapter for NetSuite• Plus Adapter for Oracle Service Cloud• Plus Adapter for Microsoft Dynamics CRM• Plus Adapter for Zendesk

You may use a virtual desktop with these phone connections and channels:• Phone connections: Five9 Softphone, PSTN, and gateway• Channels: email, chat, and social

Gateway connections are supported with either a direct SIP station or a registered gateway SIP station with an external IP address.

The Five9 VCC Supervisor and Administrator applications are not supported with the virtual desktop.

Virtualization solutions with Windows Terminal Services is not officially supported by Five9.

HardwareOperating SystemsVirtual Desktop InfrastructureVirtualization Server

HardwareYou may use VDI with thin or thick clients.

Ensure that Dell Wyse File-Based Filter control (FBWF) is disabled on Dell Wyse terminals. Too many folders in the path prevent the agent application from running.

Five9 has tested these thin clients:

Windows Monitor

Thin client Dell Wyse C9OLE7 Thin Client

Dell Wyse Z9OD7 Thin Client

Page 25: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Virtual Desktop Infrastructure Requirements

17 Five9 Technical Requirements

Operating SystemsAgent Workstation Thin Clients

Agent Workstation Thick Clients

Virtual Desktop InfrastructureFive9 supports these platforms.

Citrix PlatformsFive9 supports these platforms:

• Citrix XenApp Server ® version 6.5• Citrix XenDesktop ® version 6.0

This table describes the Citrix XenApp Server configuration specific to Five9.

Operating System Version

Windows 7 Embedded 32-bit and 64-bit

Windows 8 Embedded 32-bit and 64-bit

Operating System Version

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

Windows 8 32-bit and 64-bit

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

Important Citrix XenApp Server is not compatible with Firefox and Chrome 64-bit browsers. You must use 32-bit browsers.

Page 26: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Java-Based Application Requirements

18 Five9 Technical Requirements

VMWare PlatformsFive9 supports version 6.0 and higher and Horizon Client version 4.3.

Virtualization ServerFive9 does not specify requirements or support for the virtualization server installation. For requirements and support information, contact your vendor.

Java-Based Application RequirementsThese 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

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)

Registry HKEY_LOCAL_

MACHINE\SOFTWARE\Wow6432Node\Citrix\CtxHook: Verify that ExcludedImageNames does not contain firefox.exe or chrome.exe.

Remote Desktop Session Host Configuration

Audio playback, audio recording: AllowedPer session IP Virtualization: Enabled

XenApp Server Policies Computer:• Virtual IP loopback support: Enabled• Virtual IP virtual loopback programs list: add java.exe,

javaw.exe, javaws.exe, Five9SoftphoneService.exe, firefox.exe, and chrome.exe.

User:• Client audio redirection: Allowed• Client microphone redirection: Allowed

Citrix Receiver Microphones/Webcams (Connection Center): Full Access

Page 27: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Java-Based Application Requirements

19 Five9 Technical Requirements

applications that are running on the desktop alongside the Five9 application. Supervisors running reporting applications require additional memory. See Workstation Requirements for Spreadsheet Dashboards

Workstation RequirementsOperating SystemsWeb Browsers Supported for Java-Based ApplicationsFive9 Supervisor Additional Requirements

Workstation RequirementsWindows Platform RequirementsApple Mac PlatformsJava Requirements

Windows Platforms

Apple Mac PlatformsThe Apple Mac platform is supported for the Five9 VCC Administrator, Desktop Agent, Supervisor, and Five9 stateless adapters for Salesforce, Agent Desktop Toolkit, NetSuite, Oracle, and Velocify.

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 7 and Windows 8

2.0 GB or greater

Screen Resolution

1024 x 768 or higher 1024 x 768 or higher

Important Versions 3 and 4 of the Five9 CTI Adapter for Salesforce are not supported on Mac OS X platform. The Five9 Open CTI Adapter for Salesforce is supported on Mac OS X releases.

Page 28: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Java Runtime Environment

20 Five9 Technical Requirements

Java Requirements

Java Runtime EnvironmentFive9 Java-based applications are supported with compatible Java versions listed in the Technical Requirements Guide. In addition, Five9 recommends these resources:

• The current version of JRE• Java downloads for current and previous versions• Java release notes

Five9 integrations may not work correctly when the Java security level is set to High (default). As shown below, you may need to adjust the Java security level in the Java Control Panel > Security tab.

Five9 recommends that you do not allow automatic updates of JRE releases. To revert to a supported release after an automatic update, follow these steps:

1 Close all Java-based applications.2 Uninstall the JRE.3 Uninstall your Five9 Java-based applications.4 Clear the Java cache and the Windows registry.5 Download and install a supported version of JRE from the Oracle Java Archive

page.6 Download and install the required Five9 Java-based applications from the Five9

Customer Portal.

Component Minimum Version or Value Recommended Version or Value

Processor Intel Core i5, 1.7 GHzIntel Core i7, 2.3 GHz

Intel Core i5, 1.7 GHzIntel Core i7, 2.3 GHz

Memory 2GB of RAM 2GB of RAM

Component Version

Java Runtime Environment 8.0 updates 141, 151, and 161For Windows systems, the 32-bit version is required to use the softphone and the script and browser tabs in the Desktop Agent application.

Page 29: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Java Runtime Environment

21 Five9 Technical Requirements

Operating SystemsWindows and Mac (32- and 64-Bit)Five9 Agent or Supervisor Workstation User Access Control

Windows and Mac (32- and 64-Bit)

Windows 32- and 64-Bit • Windows 7 Professional, Ultimate, and Home Premium• Windows 8, 8 Professional• Windows 8.1, 8.1 Professional• Windows 10, 10 Professional

Apple Mac • Lion OS.X, Version 10.7• Mountain Lion OS.X, Version 10.8• Mavericks OS X, Version 10.9• Yosemite OS X, Version 10.10• El Capitan OS X, Version 10.11• Sierra OS X, version 10.12

Warning If you use the CounterPath softphone client for Macusers, do not upgrade to High Sierra 10.13. Otherwise, thesoftphone will not work. If you must upgrade, change to thePJSIP softphone client.

Page 30: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Java Runtime Environment

22 Five9 Technical Requirements

Five9 Agent or Supervisor Workstation User Access Control

Web Browsers Supported for Java-Based ApplicationsWindows Platforms (32-bit versions only)Apple MAC Platforms

Windows Platforms (32-bit versions only)

Apple MAC Platforms

Operating System Version and Notes

Windows 7Windows 8Windows 8.1Windows 10Windows 10 Professional

User Access Control (UAC) can remain enabled during installation. VCC users must, at a minimum, be standard users on their Windows workstation.

Note Windows Edge browser is not supported.

Browser Version

Google Chrome™ Most recent stable version.Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version.

Firefox Versions 58, 59, and 60.

Internet Explorer Version 11

Browser Version

Firefox Versions 58, 59, and 60.

Safari Version 10

Google Chrome™ Most recent stable version.Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version.

Page 31: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Java Runtime Environment

23 Five9 Technical Requirements

Five9 Supervisor Additional RequirementsThe requirements listed here are in addition to those listed in Workstation Requirements. Supervisors running additional software applications require additional RAM and a faster processor to support. 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.

Apple iPad system RequirementsHeadsets for Apple iPadWorkstation Requirements for Spreadsheet Dashboards

Apple iPad system RequirementsThe Apple iPad platform is supported for the Five9 Supervisor App for iPad.

SRTP to Supervisor iPAD

Headsets for Apple iPadAny 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.

Workstation Requirements for Spreadsheet Dashboards

Note Excel Dashboards require Microsoft Office 2003 or later.

Component Version or Value Operating System

Version

iPad 4th Generation3rd GenerationiPad 2

iPad MiniiPad AirRetina iPad Mini

iOS 8.2, 9.0

Component Version

Processor Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results)

Memory 3.0 GB or greater

Page 32: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Headset Requirements for Agents and Supervisors

24 Five9 Technical Requirements

Headset Requirements for Agents and SupervisorsFive9 recommends USB-connected headsets with noise canceling features. Analog headsets are not supported. For suggested devices, see Five9 Recommended Headsets.

Application and Feature Operating NotesAdapter for Oracle Service Cloud with ChatWeb Page Security and Visual IVR ScriptsDashboardsAgent Desktop with Chat, Social, and Email ChannelsIntegrated Administration Console

Adapter for Oracle Service Cloud with ChatFive9 Chat displays an error message unless the profile is configured with appropriate permissions. For configuration instructions, see the Five9 Adapter for Oracle Cloud Service Administrator’s Guide.

Web Page Security and Visual IVR ScriptsVCC administrators can apply web page security to Visual IVR scripts to prevent these scripts from being embedded in a web page X-frame where the user can be hijacked to another page. All browsers do not support X-Frame in the same way. This table lists the browsers and versions that support X-Frame-Options HTTP header that is used with the Five9 Web Page Security feature.

Note Wireless LAN technology often results in degradation of call voice quality, causes a delay between the audio played and heard, and can present other audio issues. 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.

Fully Supported Browsers Partially Supported Browsers(ALLOW_FROM value not supported)

Internet Explorer 11 Windows phone

Firefox 18 – 60 17

Page 33: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Application and Feature Operating Notes

25 Five9 Technical Requirements

To test any other browser version, use this test page: http://erlend.oftedal.no/blog/tools/xframeoptions/. For more information, refer to the Five9 IVR Administrator’s Guide. Five9 Visual IVR does not work if Internet Explorer is set to Compatibility View.

DashboardsThe browser must support Secure WebSocket (WSS) and SVG. Dashboards do not work if the browser is set to Compatibility View.

Agent Desktop with Chat, Social, and Email ChannelsSome antivirus software, such as Avast! Antivirus, might interfere with the ability to use the chat, social, or email because the software prevents text media from loading.

Email Ports• Inbound

– IMAP, IMAP Secure:- Port 143: Default IMAP non-encrypted port- Port 993: Secure IMAP port.

– POP3/POP3 Secure:- Port 110: Default SMTP non-encrypted port.- Port 995: Secure POP3 port.

• Outbound– SMTP

- Port 25: Default SMTP non-encrypted port.- Port 465: Secure SMTP port.

Chrome 46, 47, 48, 54, 56, 6752, 56 (Android phones)

Safari 8, 9 10.0.1

Opera 26

Fully Supported Browsers Partially Supported Browsers(ALLOW_FROM value not supported)

Page 34: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Agent and Supervisor Applications Application and Feature Operating Notes

26 Five9 Technical Requirements

AttachmentsFive9 supports email attachments up to 10 MB in size in these formats: AVI, GIF, JPG, JPEG, PDF, TIF, TIFF, MPG, MPEG, MP3, WAV, TXT, PNG, XLS, DOC, DOCX, ZIP_X, and LSX.

Integrated Administration ConsoleBrowser requirements for integrated administration console.

Browser Version

Google Chrome™ Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version.

Page 35: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

27 Five9 Technical Requirements

Chapter 4

Five9 Agent Integrations

Requirements for Web-Based AdaptersRequirements for Java-Based Adapters

Requirements for Web-Based AdaptersThese requirements apply to Five9 Plus adapters:

• Five9 Plus Adapter for Agent Desktop Toolkit• Five9 Plus Adapter for Salesforce• Five9 Plus Adapter for Oracle• Five9 Plus Adapter for NetSuite• Five9 Plus Adapter for Microsoft Dynamics CRM• Five9 Plus Adapter for Zendesk

Ensure that each desktop has sufficient hardware to support all applications that are running on the desktop alongside the Five9 application. Agents running additional software applications might require additional RAM and a faster processor.

The Five9 Plus adapters use standard security protocols HTTPS and Secure WebSocket connections to communicate with the Five9 environment. If you plan to use proxy servers, the servers must support Secure WebSocket. See Supported TLS Protocols for details.

Workstation RequirementsOperating SystemsApplication RequirementsWeb Browsers

Page 36: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 Agent Integrations Requirements for Web-Based Adapters

28 Five9 Technical Requirements

Workstation Requirements

Windows Platforms

Apple Mac Platforms

Operating Systems

Component Minimum 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 7 and Windows 8

2.0 GB or greater

Screen Resolution

1024 x 768 or higher 1024x768 or higher

Note If you enable Secure RTP, the minimum workstation requirement is Intel Pentium IV 2.66 GHZ or greater and 1.5 GB memory.

Component Minimum Version or Value Recommended Version or Value

Processor Intel Core i5, 1.7 GHzIntel Core i7, 2.3 GHz

Memory 2GB of RAM

Windows 32- and 64-Bit • Windows 7 Professional, Ultimate, and Home Premium• Windows 8, 8 Professional• Windows 8.1, 8.1 Professional• Windows 10, 10 Professional

Page 37: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 Agent Integrations Requirements for Web-Based Adapters

29 Five9 Technical Requirements

Application Requirements

Plus Adapter for Agent Desktop ToolkitIf you use Internet Explorer 11, ensure that TLS 1.2 is the default for the browser and the computer and that .NET Framework version 4.5 or higher is installed.

Plus Adapter for SalesforceThe current Managed Package is version 2.31.

Five9 supports the Salesforce Lightning CTI mode, Sales Cloud, and Service Cloud with the Professional, Enterprise, Unlimited, and Performance editions.

The Plus Adapter for Salesforce Lightning Experience is supported, except for these operating system and Internet Explorer combinations:

• Windows 8.1 Professional 64 bit with Internet Explorer 11.0.9600.16384• Windows 10 Professional 32 bit Internet Explorer 11.0.10240.17394• Windows 10 Professional 64 bit Internet Explorer 11.0.10240.17394• Windows 10 Enterprise 64 bit Internet Explorer 11.0.10240.17394

Plus Adapter for Oracle Service CloudTo use the chat feature, the Five9 Plus Adapter requires at least Oracle Service Cloud 2014 server.

Plus Adapter for NetSuiteIf you use Internet Explorer 11, ensure that TLS 1.2 is the default for the browser and the computer and that .NET Framework version 4.5 or higher is installed.

Apple Mac • Mavericks OS X, Version 10.9• Yosemite OS X, Version 10.10• El Capitan OS X, Version 10.11• Sierra OS X, version 10.12

Warning If you use the CounterPath softphone client for Macusers, do not upgrade to High Sierra 10.13. Otherwise, thesoftphone will not work. If you must upgrade, change to thePJSIP softphone client.

Page 38: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 Agent Integrations Requirements for Web-Based Adapters

30 Five9 Technical Requirements

Plus Adapter for Microsoft Dynamics CRMThe Five9 Plus Adapter requires at least version 1.9.3.0 of 2015-2016 Microsoft Dynamics CRM Online. Five9 does not support on-premise versions of Microsoft Dynamics CRM.

Plus Adapter for ZendeskThe Five9 Plus Adapter requires at least Zendesk Support and Zendesk Talk - Partner Edition (see zendesk.com/talk/pricing). To play recordings, the Zendesk application requires Adobe Flash Player.

Web BrowsersEach Five9 Plus adapter requires specific browser configuration. For more information, see the guides for your integration.

Windows Platforms (32-bit versions only)

Browser Version

Google Chrome™ Most recent stable version.Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version.

Firefox Versions 58, 59, and 60.You may use the 64-bit version.

Important This note applies to you only if your domain has not been upgraded to Summer Release 2017: Firefox 52 and 53 are not supported for the Plus adapters for Agent Desktop Toolkit and NetSuite.

Internet Explorer Version 11. Version 10 is not supported.• Salesforce Sales Cloud: Due to potential performance issues, Five9

recommends that agents working with multiple tabs do not useInternet Explorer 11.

• Salesforce Lightning: 32- and 64-bit version.• Plus Adapter for Oracle Service Cloud: Requires Internet Explorer.

However, because this version cannot play WAV files, agents maynot hear notifications for inbound calls if they disable Auto-Answer Inbound/Autodial Calls in their softphone settings.

Page 39: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 Agent Integrations Requirements for Java-Based Adapters

31 Five9 Technical Requirements

Mac Platforms

Requirements for Java-Based AdaptersOperating SystemsFive9 Agent Desktop ToolkitFive9 Adapters for SalesforceFive9 Adapter for NetSuiteFive9 Adapter for Oracle Service CloudFive9 Adapter for VelocifyFive9 Cloud API Web Services (Custom Integration)

Operating Systems

Browser Browser Version

Google Chrome™ Most recent stable version. Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version.

Firefox Versions 58, 59, and 60.

Safari Versions 9 and 10

Windows 32- and 64-Bit • Windows 7 Professional, Ultimate, and Home Premium• Windows 8, 8 Professional• Windows 8.1, 8.1 Professional• Windows 10, Professional

Apple Mac • Mavericks OS X, Version 10.9• Yosemite OS X, Version 10.10• El Capitan OS X, Version 10.11• Sierra OS X, version 10.12

Warning If you use the CounterPath softphone client for Macusers, do not upgrade to High Sierra 10.13. Otherwise, thesoftphone will not work. If you must upgrade, change to thePJSIP softphone client.

Page 40: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 Agent Integrations Requirements for Java-Based Adapters

32 Five9 Technical Requirements

Five9 Agent Desktop ToolkitFor operating systems, see Agent and Supervisor Applications.

Five9 Agent Desktop Toolkit supports voice channel features only. It cannot be used for text channels.

Additional Requirements

Java Requirements

Supported Web browsers the Agent Desktop ToolkitWeb Browsers (32-bit versions only) on Windows Platforms

Web Browsers on Mac Platforms

Component Version

Memory For CRM Integrations and the Agent Desktop Toolkit, add 512 MB to agent desktop requirements

Component Version

Java Runtime Environment (JRE)

8.0 updates 141, 151, and 161The 32-bit version is required for softphone use.

Browser Version

Google Chrome™

Most recent stable version.Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version.

Note Except for Salesforce Open CTI, Chrome cannot be used on Mac platforms for integrations. See the FAQ at https://www.java.com/en/download/faq/chrome.xml

Firefox Versions 58, 59, and 60.

Internet Explorer

Version 11

Browser Version

Firefox Versions 58, 59, and 60.

Page 41: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 Agent Integrations Requirements for Java-Based Adapters

33 Five9 Technical Requirements

Five9 Adapters for SalesforceOpen CTI Adapter for SalesforceVersion 3 Adapter for SalesforceVersion 4 Adapter for Salesforce

Open CTI Adapter for SalesforceSalesforce Open CTI Adapter Minimum Workstation Requirements.

Java Requirements for Open CTI Adapter for Salesforce.

Salesforce Supported Versions.

Salesforce.com determines the web browsers and their versions supported for the Salesforce development toolkit. Browsers are 32-bit versions only.

Safari 10

Google Chrome™ Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version.

Browser Version

Component Version

Memory For CRM Integrations and the Agent Desktop Toolkit, add 512 MB to agent desktop requirements

Component Version

Java Runtime Environment (JRE)

JRE 1.8.0, Updates 131, 141, and 15132-bit version required for softphone use

Salesforce Product Version Supported

Salesforce Unlimited, Enterprise, and Professional Editions

Service Cloud Console Supported when used in a supported edition

Partner Edition Not supported

Page 42: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 Agent Integrations Requirements for Java-Based Adapters

34 Five9 Technical Requirements

Open CTI Browser Support (Mac and Windows).

Version 3 Adapter for SalesforceCTI Adapter Version 3.x Browser Support (Windows only).

Browsers for Open CTI Adapter

Version Supported Platform

Internet Explorer Version 11 Windows

Firefox Versions 58, 59, and 60. Windows and Mac

Google Chrome™ Most recent stable version. Google automatically updates the Chrome browser. Five9 makes every effort to support the most recent version.Google Chrome version 48 +

Note Versions 48 and 49 do not support mixed content. If your agents want to use Chrome, you need to create a call center with a specific call center definition file.

Windows and Mac

Safari Version 10Version 9.0.1 does not support mixed content.

Mac

Important Salesforce has announced End of Support for the CTI Toolkit. Five9 recommends that you migrate to the Salesforce Open CTI solution as soon as possible.

Browsers Version Supported

Internet Explorer Versions 8, 9, and 10 (minimum Internet Explorer 8 recommended). Version 11 is not supported.

Firefox Versions 58, 59, and 60.Worksheets are not supported in version 54.

Page 43: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 Agent Integrations Requirements for Java-Based Adapters

35 Five9 Technical Requirements

Version 4 Adapter for SalesforceCTI Adapter, Version 4.x Browser Support (Windows only).

Five9 Adapter for NetSuiteFive9 supports the current and previous versions of NetSuite CRM+.

Java Requirements for Five9 Adapter for NetSuite.

NetSuite CRM supported Web Browsers (32-bit versions only).

Browsers Version Supported

Internet Explorer Version 11

Firefox Versions 58, 59, and 60.Worksheets are not supported in version 54.

Google Chrome™ Most recent stable version.Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version.

Note CTI Adapter Version 3 is not supported on Java version 8 update 51.

The CTI Adapter Versions 4.x require Microsoft .NET framework 3.5 +.The CTI Adapter Versions 4 is not supported on Java 8 updates 25, 45, or 51.

Component Version

Java Runtime Environment (JRE)

JRE 1.8.0, Updates 131, 141, and 15132-bit version required for softphone use

Browsers Version Supported

Google Chrome™ Most recent stable version.Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version.

Firefox Versions 58, 59, and 60.

Internet Explorer Versions 11

Safari Version 10

Page 44: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Five9 Agent Integrations Requirements for Java-Based Adapters

36 Five9 Technical Requirements

Five9 Adapter for Oracle Service CloudSupported Web Browsers (32-bit versions only) for Oracle Service Cloud.

Five9 Adapter for VelocifyFive9 supports the current and previous versions of Velocify Small Business and Enterprise. Your version of Velocify must support XML Post capabilities.

Java Requirements for Five9 Adapter for Velocify.

Supported Web Browsers (32-bit versions only) for Velocify.

Five9 Cloud API Web Services (Custom Integration)The Five9 Cloud API web services enable you to create custom integrations. APIs contain technical limits designed to prevent excessive use that may degrade overall performance of the API services. Refer to the API documentation for the current limits for each API.

Browser Version

Microsoft .NET Framework

Version 4.0

Note Five9 Chat displays an error message unless the Profile is configured with appropriate permissions. Refer to the Five9 Adapter for Oracle Cloud Service Administrator’s Guide for configuration instructions.

Component Version

Java Runtime Environment (JRE)

JRE 1.8.0, Updates 131, 141, and 15132-bit version required for softphone use

Browsers Version Supported

Google Chrome™ Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version.

Firefox Versions 58, 59, and 60.

Internet Explorer Version 11

Page 45: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

37 Five9 Technical Requirements

Chapter 5

NICE

NICE Application RequirementsNICE WFM Workforce Management Requirements

NICE Application RequirementsThe 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 R4.1 Interaction Management. Users access the NICE application suite in a web browser. Some features require the installation of additional components in the workstation.

Agent Workstation RequirementsSupervisor Workstation RequirementsNICE Client Applications RequiredNICE Network Requirements (LAN and WAN)NICE Firewall Requirements

Agent Workstation RequirementsThese requirements assume that the Five9 Virtual Call Center and NICE products are the only applications running in the agent’s workstation. Agents who use additional software require additional RAM and a faster processor. Sufficient hardware to support all agent applications is at the discretion of the administrator.

Hardware RequirementsMinimum Workstation Requirements.

Component Requirement

Processor Intel Core 2 Duo E4300 (2M Cache, 1.8 GHz, 800 MHz FSB) equivalent or higher, or equivalent (based on published benchmark results).

Memory 2.5 GB (3.0 GB recommended) or higher with Windows 7.

Page 46: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

NICE NICE Application Requirements

38 Five9 Technical Requirements

Supported Operating Systems. Windows 8 is not supported.

Supported Apple Mac Platform.

Supported Operating Systems for NICE

Supported Web Browsers (32-bit versions only).

Software RequirementsFor Workforce Optimization users who will listen to recordings, a Windows user with administrative access must install the client software on the workstation. By default, the NICE applications also require administrative access on the workstation to use the applications. To enable users without administrative access to use the applications, enable specific permissions for the applications in the Windows security settings for the workstation. For the complete documentation, request the Workstation Setup Guide from Five9 Customer Support.

Operating System Version Supported

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. Microsoft .NET Framework versions 3.5 SP1 and 4.0 are supported .NET Framework version 4.5.1 does not work.

Windows Media Player 9 or higher is required.Microsoft DirectX 9.0c or higher is required.SRTP cannot be enabled with NICE.

Component Requirement

Apple iPad for WebStation iOS version 7.1.1 (includes Safari)Storage: 32 GB; Wireless: Wi-Fi

Browser Versions Supported

Internet Explorer Version 11

Firefox Versions 58, 59, and 60.

Chrome Most recent stable version

Page 47: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

NICE NICE Application Requirements

39 Five9 Technical Requirements

Paths for Screen Agent:• Log files that store application and installation information. Customer Support

may request these files for troubleshooting: C:\ProgramData\NICESystems\ScreenAgent\%USERNAME%\Logs

• Default installation: C:\Program Files (x86)\Nice Systems\ScreenAgent

These steps require administrative access to the users’ computer:

1 After installing the software, add your domain name to the SAInstallParams.xml configuration file:<InstallationParameters>

<SystemAdministrator address="sjcnapp.five9-wfo.com"/><AgentsCenter LocationID="" TenantID="TENANT NAME"/><CaptureComponent IsMirrorInstalled="1"/>

</InstallationParameters>

2 In the VCC, configure the NICE tab for each user definition as follows:a Enable NICE Agent and Agent should be screen recorded.

b In the OS Login field, enter the user’s computer login name without the domain name.

Page 48: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

NICE NICE Application Requirements

40 Five9 Technical Requirements

After the user is configured in the VCC, the import process synchronizes the VCC and NICE by importing in Nice the agents’ VCC details.

3 In the user’s computer, disable the Windows firewall and, optionally, virus protection.

Supervisor Workstation RequirementsThese requirements assume that the Five9 VCC and NICE products are the only applications running on the Supervisor workstation. Supervisors running additional software will require additional RAM and a faster processor; sufficient hardware to support all supervisor applications is at the discretion of the supervisor’s computer administrator.

Hardware RequirementsMinimum Workstation Requirements.

Supported Operating Systems.

Component Requirement

Processor Intel Core 2 Duo E4300 (2M Cache, 1.8 GHz, 800 MHz FSB) equivalent or higher, or equivalent (based on published benchmark results).

Memory 2.0 GB (4. 0 GB recommended) or greater if using Windows XP. 2.5 GB or higher with Windows 7.

Hard Disk 2 GB available space or higher recommended; 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.

Component Requirement

Windows 7 ProfessionalWindows 7 UltimateWindows 7 Home Premium

32-bit and 64-bit

Windows 8 Professional 64-bit

Page 49: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

NICE NICE Application Requirements

41 Five9 Technical Requirements

Supported Web Browsers(32-bit versions only).

Software RequirementsFor Workforce Optimization users that will listen to recordings, a Windows user with administrative access must install the client software on the workstation.

By default, the NICE applications also require administrative access on the workstation to use the applications. To enable users without administrative access to use the applications, 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, available from Five9 Customer Support.

NICE Client Applications Required• NICE Set Security Application (Used in conjunction with Web Browser)• RODSetup (Optional)• ReporterViewer• NICE Player• NICE Player Codec Pack• Screen Capture (Optional)

Important The Microsoft .NET Framework is required to use Workforce Optimization products. Microsoft .NET Framework versions 3.5 SP1 and 4.0 are supported. NET Framework version 4.5.1 does not work.

The Microsoft OS must be loaded on the PC, not run from a file server.Windows Media Player 9 or higher is required.Microsoft DirectX 9.0c or higher is required.SRTP cannot be enabled with NICE.

Browser Versions Supported

Internet Explorer Version 11

Firefox Versions 58, 59, and 60.

Chrome Most recent stable version

Page 50: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

NICE NICE Application Requirements

42 Five9 Technical 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. Use scenarios, such as Five9 Agent with light web browsing and VPN Connectivity, that are described in Bandwidth Requirements as a guide for agent Internet bandwidth. The Screen Recording product requires an additional 160kbps for each agent.

NICE Firewall RequirementsIn your external SIP Aware firewall and/or agent desktop firewall, be sure that these TCP and UDP ports are open in addition to the standard Five9 VCC Ports listed in the Five9 Network Requirements (LAN and WAN) section.

Port # TCP/UDP Inbound/Outbound

Server-side Components

80 TCP Outbound Applications Suite, Stream Server with Windows Media Services, Insight-to-Impact Connect

443 TCP Outbound Applications Suite, Stream Server with Windows Media Services, Insight-to-Impact Connect

554 TCP Outbound Applications Suite, Stream Server with Windows Media Services

1414 TCP Outbound Insight-to-Impact Connect

2001 TCP Outbound NICE Screen Logger, 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, Stream Server with Windows Media Services

30002–30006 TCP Outbound Storage Center

30100 TCP Outbound NICE Screen Logger

Page 51: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

NICE NICE WFM Workforce Management Requirements

43 Five9 Technical Requirements

NICE WFM Workforce Management RequirementsThe Five9 and WFM Product integration is an API-based integration that supports a multi-tenant secure solution with each customer getting a secure version of WFM R4.8. The WFM application suite can be accessed via a WFM Client Application installed on a customer desktop. Some features are provided in a Web browser.

Agent Desktop RequirementsWorkforce Planners and Supervisors Desktop RequirementsApplications RequiredNetwork Requirements (LAN and WAN)Firewall Requirements

62048–62166 TCP Outbound Applications Suite, Stream Server with Windows Media Services, NICE Screen Logger, Interactions Center, Insight-to-Impact Connect, 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, VoIP Logger

38210–38220* UDP Inbound NICE Screen Logger

1. Disable SIP ALG for ports 5060, 38210-382202. Enable SIP ALG only for port 50623. Configure 1:1 NAT.

Client Network to Five9 Network:- TCP: 80, 443, 554, 1414, 2001, 2010, 2011, 3690-3692, 5000, 7001, 7002, 8080, 30002-30006, 30100, 62048-62166- UDP: 2000, 5060, 5062*

Five9 public IP address range for NICE: 198.105.200.64/26

Port # TCP/UDP Inbound/Outbound

Server-side Components

Page 52: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

NICE NICE WFM Workforce Management Requirements

44 Five9 Technical Requirements

Agent Desktop RequirementsSee NICE Requirements listed in NICE-Application Requirements.

Workforce Planners and Supervisors Desktop Requirements

See NICE Requirements listed in NICE-Application Requirements.

Applications Required

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. 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).

Firewall RequirementsThe 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.

Application Version

WFM Client R4.5.8

Port TCP/UDP Inbound/Outbound Application

80 TCP Outbound Apache

443 TCP Outbound Apache (HTTPS)

61616 TCP Outbound RTA, Intraday, Schedule Management and individual schedules

Page 53: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

NICE NICE WFM Workforce Management Requirements

45 Five9 Technical Requirements

61816 TCP Outbound RTA, Intraday, Schedule Management and individual schedules

139 TCP Outbound SmartSync, Samba is used on UNIX server for Network Drive Mapping

445 TCP Outbound SmartSync, 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

Port TCP/UDP Inbound/Outbound Application

Page 54: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

46 Five9 Technical Requirements

Chapter 6

Requirements for Verint Systems

Verint Systems® is a browser-based application that provides agent analytics and performance evaluation.

Workstation RequirementsNetwork Requirements (LAN and WAN)

Workstation RequirementsThese requirements assume the Five9 Virtual Contact Center and Verint Systems products are the only applications running in the agent’s workstation. Agents who use additional software may require additional RAM and a faster processor. Sufficient hardware to support all agent applications is at the discretion of the administrator. Some features may require additional workstation components.

Hardware RequirementsThird-Party Software Required for Agent StationsThird-Party Software Required for BrowsingJRE Settings RequirementsSupported Operating SystemsSupported Web Browser

Hardware Requirements

Component Requirement

Processor Minimum: 2 GHz; recommended: 3.2 GHz

Memory Minimum: 2.0 GB; recommended 4.0 GB.

Disk Space For desktop and process analytics: 10 MB for the client installation files and 100 MB to ensure that processes run when there is no network access.

Page 55: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Workstation Requirements

47 Five9 Technical Requirements

Third-Party Software Required for Agent StationsThe Five9 and Verint Systems® CTI integration supports a secure instance of Verint Systems 15.1 Workforce Optimization solution.

This table lists the minimum third-party software requirements for the desktop application installed in each agent’s computer.

Monitor Minimum resolution: 1280 x 800Recommended resolution: 1280 x 1024 or higher

Video Card Video card with 32MB RAM minimum.

Network 10-100 Mbps 10-BaseT LAN Card.

Component Requirement

Important A VPN or MPLS application is required for Verint Systems.

Important Install the desktop resources package before installing any other desktop application.

You must manually enable the .NET Framework 3.5 SP1 for desktop applications that run on Windows 8.x operating systems.

Desktop Application Required Third-Party Software

Desktop Resources Microsoft Windows Installer 3.1 or later.

Form Designer & Form Designer (standalone)

• Microsoft Windows Installer 3.1 or later• Microsoft Data Access Components (MDAC) 2.8 SP2• Microsoft .NET Framework 4.5.2 or later• Microsoft Visual C++ 2008 Runtime 32-bit (English version)

Playback • Microsoft Windows Installer 3.1 or later• Microsoft Visual C++ 2010 Runtime 32-bit (English version)• Microsoft DirectX 9C or later• Microsoft .NET Framework 4.5 or later• MSXML 6

Page 56: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Workstation Requirements

48 Five9 Technical Requirements

Third-Party Software Required for BrowsingThis table lists the software required to enable users (typically administrator or supervisor) to browse web-based applications:

JRE Settings RequirementsVerify the following JRE settings:

• In the Java Control Panel, enable Keep temporary files on my computer in allclient workstations. Otherwise, each time that users log in, security prompts aredisplayed.

Screen Capture Module • Microsoft Windows Installer 3.1 or later• Microsoft Visual C++ 2012 Redistributable (English version

11.0.61030 or higher)

Strategic Planner Microsoft Windows Installer 3.1 or later

Desktop Application Required Third-Party Software

Software Web-Based Application

Acrobat Reader, version 10 or higher.

Required for printing reports.

Java Run-time Environment (JRE).JRE 8.0 including all approved minor version releases.

The following web desktop applications require JRE:• Project Rules Manager used by Speech Analytics• Strategic Planner• WFM packages using Pulse, Adherence, Calendar

Windows Media Player 12 Required to listen to sound prompts and customer recordings in Customer Feedback.• Required to play back files with Windows Media• Player from workstations, without browsing to the

Interactions Home Page.

Page 57: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Workstation Requirements

49 Five9 Technical Requirements

• For systems using SSL with High Mode, in the Java Control Panel > Advanced > Advanced Security Settings, enable Use TLS 1.1 and Use TLS 1.2. These are required to support WFM Pulse, Adherence, and Calendar applet pages.

Page 58: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Workstation Requirements

50 Five9 Technical Requirements

Supported Operating Systems

Supported Operating Systems for NICE

Operating System Version Supported

Windows 7 Enterprise/Professional/Ultimate 32-bit and 64-bit; Service Pack 1

Microsoft Windows 8, 8.1 Pro, and Enterprise 64-bit

Microsoft Windows 10 Pro and Enterprise 32-bit and 64-bit

Important The Phonetics Boosting Desktop application supports only a 64-bit operating system. For a localized OS, install English Language Pack and set English language to default.

Page 59: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Workstation Requirements

51 Five9 Technical Requirements

Supported Web BrowserInternet Explorer version 11 is supported. To prepare your browser, complete these steps:

1 To allow dynamic updates of pages during user sessions, in Internet Options > General, in the general tab, click Settings > Temporary Internet Files > Automatically or Every time I visit the web page > Click OK.Do not select Every time you start Internet Explorer or Never.

2 To adjust pop-up settings, in the general tab, click Tabs, select Always open pop-ups in new window, and click OK.Pop-up windows are used for QM administration applications, System Monitor, and RM.

Page 60: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Workstation Requirements

52 Five9 Technical Requirements

3 In the Security tab, set these options for the Internet Zone:a Select Custom level > ActiveX controls and plug-ins and set these options:

- Binary and script behaviors: Enable.- Download signed ActiveX controls: set as Enable or Prompt.- Download unsigned ActiveX controls: set as Enable or Prompt.- Run ActiveX controls and plug-ins: set as Enable or Prompt.- Script ActiveX controls marked safe for scripting: set as Enable or

Prompt.ActiveX controls and plug-ins are required for playback, import/export manager, and to import users from your domain.

b To enable downloading files from the portal and to enable call forwarding from the Interactions Portal, scroll to the Downloads section and set File download to Enable.

Page 61: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Workstation Requirements

53 Five9 Technical Requirements

c Scroll down to the Miscellaneous section, and enable Allow script-initiated windows without size or position constraints.Script-initiated windows are required for login, interaction administration applications, play screen (in a new window), System Monitor, and Recorder Manager.

Page 62: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Workstation Requirements

54 Five9 Technical Requirements

d Scroll down to the Active Scripting section, set these options:- Active Scripting: Enable.

- Scripting of Java applets: Enable or Prompt.Scripting of Java applets is required for Project Rules Manager and WFM applications.

e In the User Authentication section, set these options:- Automatic logon with current username and password (internet zone)or - Automatic logon only in Intranet zone (local intranet or trusted zones)

f Click OK.

g Disable Enable Protected Mode.

Page 63: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Workstation Requirements

55 Five9 Technical Requirements

4 In the Privacy tab, verify these settings: a Select a setting for the Internet zone to Medium, Low, or Accept All Cookies.b Click Advanced, disable Override automatic cookie handling, and click OK.

Page 64: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Requirements for Verint Systems Network Requirements (LAN and WAN)

56 Five9 Technical Requirements

c In Pop-up Blocker, click Settings. In the field, enter the Portal URL and click Add.This URL is required for the login and popup windows of QM administration applications System Monitor and RM.

5 In the Advanced tab, scroll to Security and enable Enable Integrated Windows Authentication.

Network Requirements (LAN and WAN)A site-to-site VPN, Agent Connect, or private connection between your site and Five9 is required for Verint Systems QM and WFM Agent users. For more information, see Five9 Network Requirements (LAN and WAN). If you use Screen Recording, an additional 160kbps is required for each agent in addition to the stated bandwidth requirements. For Verint Systems QM customers, be sure to meet these requirements:

• 1:1 NAT for VPN• Customer private connectivity for screen recording and real-time monitoring

Firewall RequirementsThese additional ports need to be open TCP. If you cannot provide the required public space, contact your Five9 representative.

IP Addresses

Port Number TCP/UDP Inbound/Outbound Server-Side Components

443 TCP Outbound Verint Systems Application Suite

29522 TCP Outbound Verint Systems RIS servers

4001 TCP Inbound Verint Systems Screen Recorder

8500-8510 UDP Inbound Verint Systems Recorder

Purpose Santa Clara Data Center Atlanta Data Center

Verint Systems Application Suite 198.105.200.34 Does not apply

Verint Systems RIS Servers 198.105.200.55 198.105.202.126

Verint Systems Screen Recorder 198.105.200.80 198.105.202.127

Page 65: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

57 Five9 Technical Requirements

Chapter 7

Calabrio Application Requirements

The Five9 and Calabrio® Product integration is a CTI integration that supports a secure instance of the Calabrio One Smart Desktop. The Calabrio One Smart Desktop captures all user data (call recording, screen recording, call metadata, and desktop application activity) in an agent’s desktop.

Desktop RequirementsAntivirus Real-Time Scanning ExclusionsFirewall Requirements

Desktop RequirementsWindows Operating SystemsWeb Browsers.NET FrameworkCapture BandwidthAnalytics and Plug-in Extensions

Windows Operating SystemsThe following operating systems are validated for use with Calabrio One Smart Desktop.

Note Data gathered is based on licensing and permissions enabled.

Note You may manage all desktop software requirements with Group Policy.

Operating System Restrictions

Windows 10 (32&64-bit) None.

Windows 8.1 (32&64-bit) Requires Update 1.

Windows 7 (32&64-bit) None.

Page 66: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Calabrio Application Requirements Desktop Requirements

58 Five9 Technical Requirements

.NET FrameworkCalabrio ONE Smart Desktop requires .NET framework 4.5.1 or later for Desktop Analytics features and functionality.

Web BrowsersThe following web browsers may be used with the Calabrio ONE Smart Desktop:

Capture BandwidthThe following bandwidth requirements are necessary for Smart Desktop capture:

• Screen capture: 1.5 MB/min (MV4 format)• Audio capture: 0.5 MB/min (OPUS format)

Analytics and Plug-in ExtensionsCalabrio ONE Smart Desktop uses browser extensions and/or plug-ins for desktop analytics features – web application usage and work flow triggers using desktop events.

The Internet Explorer and Firefox extensions are installed with the Calabrio ONE Smart Desktop. Enabling these extensions can either be done manually or through Group Policy.

Important Be sure to disable pop-up blockers so that you can download files from Calabriocloud.com.

Web Browser Restrictions

Internet Explorer Versions 10 and 11 (32 & 64-bit)Using Calabrio ONE requires that WebM Media Foundation components be installed on Supervisor desktops. This codec allows audio and video stream recording playback in Internet Explorer web browsers. This codec is required only for Internet Explorer playback.

Google Chrome None.

Firefox • 32-bit• Version 42 or later.

Page 67: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Calabrio Application Requirements Antivirus Real-Time Scanning Exclusions

59 Five9 Technical Requirements

The Google Chrome extension can be manually downloaded from the Chrome store or installed through Group Policy.

Five9 recommends to manage these plug-ins and extensions through Windows Group Policy to ensure that all features dependent on the plug-ins/extensions installed are working as designed.

Antivirus Real-Time Scanning ExclusionsTo ensure that all Smart Desktop features function as expected, Five9 recommends that you exclude these Calabrio directories from Antivirus real-time scans:

• For 64-bit Windows Operating Systems– C:\ProgramFiles(x86)\CalabrioONE\Desktop\*– C:\ProgramFiles(x86)\CommonFiles\CalabrioONE\Desktop\*

• For 32-bit Windows Operating Systems– C:\ProgramFiles\CalabrioONE\Desktop\*– C:\ProgramFiles\CommonFiles\CalabrioONE\Desktop\*

Firewall RequirementsAdd https://*calabriocloud.com to your firewall whitelist.

If you use an internet proxy, it must support secure WebSocket connections for the Calabrio Smart Desktop client.

For more information about managing and updating the Calabrio ONE Smart Desktop and uploading recordings to the Calabrio cloud, refer to the Calabrio Administrator’s Guide.

Page 68: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

60 Five9 Technical Requirements

Chapter 8

Network

Five9 Network ConnectivityFive9 Network Requirements (LAN and WAN)Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

Five9 Network ConnectivityFive9 Customers have multiple Wide Area Network (WAN) Options available to connect directly and securely into the Five9 Data Centers. Depending on the option selected, a customer may have to install networking equipment such as a Router or Firewall within the Five9 Data Center. This equipment will be managed by the customer and be connected into the Five9 Infrastructure through an RJ45 Ethernet Connection.

Virtual Private Network (VPN)VPN and Quality of Service (QOS)VPN and Private IP AddressesDirect Connection OptionRequired Direct Connection Criteria

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, Five9 offers a VPN Option. For an additional monthly fee, Five9 can support a Site-to-Site connection to any industry-standard VPN solution, providing secure encrypted transmission of all voice and data. Please note the bandwidth requirements in Bandwidth Requirements when using the VPN option.

VPN and Quality of Service (QOS)Direct connections, such as MPLS or Ethernet-based services, provide enhanced Quality of Service (QoS). Although most direct connections include a QoS guarantee, the standard of quality is no greater than that achieved by Tier1 Internet Service Providers

Page 69: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Five9 Network Connectivity

61 Five9 Technical Requirements

because these providers offer low network latency. Additionally, to ensure sufficient quality of service for VoIP calls, you can use a separate Internet connection for VPN or give VPN traffic highest priority in your network.

VPN and Private IP AddressesMost companies are using VPN for site-to-site connectivity by encapsulating traffic with private IP addresses (RFC 1918). This could be done on both sides of a VPN tunnel if both sides of the tunnel are under control of the same company.

If a VPN tunnel exists between your premises and a Five9 data center, all traffic traveling across the VPN tunnel should be routable by all Five9 VCC equipment. This requires that all such traffic must use public IP addresses. If you plan to use a VPN, apply Network Address Translation (NAT) to any traffic going inside VPN tunnel using public IP addresses.

Direct Connection OptionFive9 data center Internet connections provide 20 times more bandwidth than the average usage and three times the fault tolerance. In most cases, using the public Internet as a transport between the customer’s and Five9 networks provides more than enough bandwidth. The limiting factor is usually the last mile connection to your premises. If you are required to establish a direct connection to a Five9 data center, such as through MPLS, the Five9 Direct Connection option provides this capability.

Direct Connection can be used as an alternative to VPN option. Direct Connection is useful if you want greater control over bandwidth and QoS for VoIP.

Required Direct Connection CriteriaYou are responsible for establishing a leased line connection to a Five9 data center and for providing 10/100/1000MB full-duplex Ethernet hand-off 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.

To reroute traffic across the Internet or another dedicated connection in case of a dedicated link equipment failure, you should establish a failover mechanism, such as Border Gateway Protocol (BGP).

Page 70: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Five9 Network Requirements (LAN and WAN)

62 Five9 Technical Requirements

Five9 Network Requirements (LAN and WAN)Five9 recommends the following bandwidth for each of the listed usage scenarios:

Bandwidth Requirements for Five9. These requirements apply to each agent.

Five9 Network Recommendations.

Note These values apply to the G.711 codec, which is used by default. G.711 provides an uncompressed high quality voice.

Usage Minimum Recommended

Five9 Agent Desktop Plus and Plus adapters 128 kbps 128 kbps

Five9 Agent standalone (Java) 88 kbps 88 kbps

Five9 Agent with light web browsing 112 kbps 128 kbps

VPN connectivity Additional 64 kbps Additional 64 kbps

Business applications, such as on-demand CRM software

Additional 64 kbps Additional 64 kbps

Five9 UC - Skype for Business 12 kbps 12 kbps

Other Five9 users and services, such as administrators, supervisors, FTP, and reports

As needed As needed

Connection Type Support Details

Latency Latency from the customer system to the Five9 Data center must be under 150ms one-way. Faster networks perform better.Internet connections from outside the United States are subject to higher latency, which can affect the Quality of Service (QoS).

Wireless LANs Wireless Local Area Networks (LANs) are not supported for multi-user environments. Wireless may be used in a single user environment if the agent station is the only wireless device in use. However voice quality may be compromised.Five9 recommends wired connections for best results.

Satellite and Wireless Internet

Satellite and wireless connections are not supported.

Page 71: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Five9 Network Requirements (LAN and WAN)

63 Five9 Technical Requirements

Bandwidth Requirements for Five9 Visual Support for Agents. A stream that includes audio, video, and sharing ranges from 100 to 500 kbps, depending on your network capacity, movement, light, and camera. Five 9 recommends to validate the network capacity before intensive use.

SIP and RIP Traffic Do not restrict SIP and RTP traffic across LANs and/or WANs when multiple customer sites exist.

NAT and PAT NAT and/or PAT are supported configurations. Double Network Address Translation (Double NAT) is not supported.

Video Size Audio Only Thumbnail Mid Size Full Screen

1:1 HD Resolution 320 x 180 640 x 360 1280 x 720

1:1 HD Quality 30 Kbps 130 Kbps 280 Kbps 560 Kbps

1:1 HD Resolution 160 x 90 320 x 180 640 x 360

1:1 HD Quality 30 Kbps 80 Kbps 130 Kbps 280 Kbps

Multi-Party

Conference Active Speaker HD 30 Kbps 280 Kbps 280 Kbps 280 Kbps

Conference Active Speaker HD 30 Kbps 130 Kbps 130 Kbps 130 Kbps

Conference Additional Passive Speaker*

0 Kbps +40 Kbps +40 Kbps +40 Kbps

Screen Sharing

Maximum Resolution 2560 x 1600 2560 x 1600 2560 x 1600 2560 x 1600

Additional Bandwidth +20 Kbps +20 Kbps +20 Kbps +20 Kbps

* Video conferences support the display of four passive speakers. Attendees can join a conference in addition to the active speaker and on-screen passive speakers.

Connection Type Support Details

Page 72: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

64 Five9 Technical Requirements

Other VoIP Services and Phones, Ports, IP Address Ranges, 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. Communication to Five9 is done through standard DNS requests. Agent desktops should resolve all server names for Five9.com domain.

The URL standard contains a port specification. For example: www.domain.com meanshttp://www.domain.com:80. The default port is generally omitted. Five9 URLs do not use a port other than 80.

Five9 uses certain TCP/UDP ports for Five9 applications and communications. Customers must avoid using the following TCP/UDP ports for any third-party services or applications running on agent desktop computers: 8080, 9998, 11000, 30059.

Five9 recommends that you configure your firewall to allow traffic only at the TCP/ UDP ports and source destination to or from any of the Five9 data center IP address ranges/internet domains listed in this section.

Whitelisted Internet Domains and IP AddressesSIP Firewall NoteTCP/UDP Port Requirements for Softphone CustomersTCP/UDP Port Requirements for Gateway CustomersTCP/UDP Port Requirements for PSTN CustomersTCP Port Requirements for FTP/SFTPNetwork Requirements for Five9 Visual SupportAPI CustomersThird-Party SoftwareFive9 Quality of Service (QoS) FeaturesWorkstation QoS OptionNetwork QoS Option

Whitelisted Internet Domains and IP AddressesEnsure that you add Five9 Internet domains and IP addresses to your whitelist of safe Internet and IP addresses. You may add IP addresses to your whitelist at several points in your network. Make sure that any IP restrictions defined in your firewall match the Five9 IP ranges and domains listed here. The whitelist overrides SPAM filters and blacklists.

Page 73: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

65 Five9 Technical Requirements

Five9 IP Address RangesMicrosoft Exchange 2010

To avoid potential service impacts, you must add Five9 IP addresses to a whitelist in your IPS solutions.

If you use Microsoft Exchange 2010, email delivery to your users may be delayed unless you set the value of MaxAcknowledgementDelay to 1 second.

Note If your network security protocols restrict the external IP addresses that you can use, contact your Five9 representative for assistance in configuring Five9 email.

US IP Ranges Location of Data Center CIDR Format

198.105.200.0 – 198.105.201.255198.105.206.0 – 198.105.206.255

Santa Clara 198.105.200.0/23198.105.206.0/24

38.107.71.0 – 38.107.71.255 Santa Clara 38.107.71.0/24

198.105.202.0 – 198.105.203.255198.105.207.0 – 198.105.207.255

Atlanta 198.105.202.0/23198.105.207.0/24

181.41.168.0 – 181.41.168.255 Miami 181.41.168.0/24

EU IP Ranges Location of Data Center CIDR Format

212.187.211.0 – 212.187.211.255 London 212.187.211.0/24

94.103.30.32 – 94.103.30.63 5.175.80.160 – 5.175.80.175

Amsterdam 94.103.30.32/275.175.80.160/28

In the US, EU data centers are optional; in the EU, US data centers are optional.

Note IPS solutions are designed to block real-time traffic that matches certain attack behavior. Because every IPS solution responds to traffic differently, and you may receive daily updates to attack signatures, the behavior of IPS solutions can be unpredictable. False positives are possible.

If your intrusion prevention systems (IPS) overreacts to normal VOIP (SIP and RTP) traffic to and from Five9, you may experience service interruptions.

Page 74: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

66 Five9 Technical Requirements

Five9 IP addresses for Global VoiceThese production IP addresses apply only to Five9 Global Voice.

Five9 Internet DomainsAll communication and content from Five9 originates from one of these domains. Be sure to add these domains to your whitelist.

Dublin 34.241.191.251

Sao Paolo 18.231.8.114

Sydney 52.63.91.200

Tokyo 54.64.27.35

five9.comwww.five9.com

U.S. data centers login.five9.com

https://app-scl.five9.com

https://app-atl.five9.com

five9.euwww.five9.eu

European data centers login.five9.eu

https://app-ldn.eu

https://app-ams.eu

Skype for Business Agent Desktop Plus (ADP) automatically downloads and uses the Skype Web SDK. Therefore agents should have access to the internet or at least the Microsoft CDN site. For detailed instructions, see Microsoft: https://swx.cdn.skype.com.Before enabling Five9 UC - Skype for Business, add these domains to your whitelist for your Skype or Lync instance:

– https://app-atl.five9.com*– https://app-scl.five9.com*– https://app.five9.com*

Page 75: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

67 Five9 Technical Requirements

CounterPath Softphone RequirementsFive9 uses the CounterPath softphone client. Five9 agents and API connections must be able to contact the CounterPath License Server for validation. Depending on your firewall configuration, use one of these methods:

• Create a firewall rule to permit HTTPS connections to secure.counterpath.com.or

• If you specify firewall exceptions with IP addresses instead of DNS, include theseIP addresses:

This configuration is typically not required for agents who work from home.

SIP Firewall NoteMany 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. The following SIP Inspections should be turned off for Five9 traffic:

• SIP Access Layer Gateway (ALG)• SIP Inspection and Control• SIP Traversal

Five9 release Summer 2017

Data center:

• SCL

• ATL

• London

URLs of the Text channel administrator console for Plus applications and Java client

URLs of the Text channel administrator console for Plus applications and Java client:

• https://us8.five9.com/SoCoCare/AdminConsole/#

• https://us9.five9.com/SoCoCare/AdminConsole/#

• https://eu1.five9.eu/SoCoCare/AdminConsole/#

Ensure that you are using the correct chat console version for your agent interface: Java-based chat console for Java-based agents and web-based chat console for web-based agents. Contact your Five9 representative if you have questions.

69.90.51.170 secure.counterpath.com

216.93.246.170 secure.counterpath.com

137.135.52.175 secure.counterpath.com

Page 76: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

68 Five9 Technical Requirements

• SIP Transformation)

TCP/UDP Port Requirements for Softphone CustomersIf your agents use a softphone connection, be sure that these TCP and UDP ports are open in your external firewall, Session Border Controller (SBC), SIP proxy, and the firewall of workstations:

Note You might be running multiple SIP services and other applications which require these features to be enabled.

Port TCP/UDP

Outbound* Application

80 TCP Outbound HTTP-web communications for login, reporting, customer support.

443 TCP Outbound HTTPS-web communications for login, reporting, customer support.

1024-65535 UDP Outbound RTP from Five9 Agent Desktop to Five9 Application.If you are not using a stateful firewall, you MUST configure Inbound rules to allow return traffic.

2200-2300 TCP Outbound Java RMI encrypted.

5060-5067 UDP Outbound SIP connection for the agent application.

5080 UDP Outbound SIP signaling on the Five9 SIP proxy.

5081 TCP Outbound SIP over TLS signaling on the Five9 SIP proxy.

8000-8015 UDP Outbound Source port used for RTP traffic on the agent desktop.

8080/8081 TCP Outbound Network Assessment Test (NAT) used by quality.five9.com to verify that your networks are ready to receive Five9 traffic.

Page 77: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

69 Five9 Technical Requirements

TCP/UDP Port Requirements for Gateway CustomersIf your agents use a gateway phone connection, these TCP and UDP ports must be open in your external firewall, Session Border Controller (SBC), SIP Proxy and workstations firewall:

8083 TCP Used by Five9 Softphone Service. Ensure that no other processes use this port in the agents’ workstations. Does not need to be open in the network firewall but needs to be open if a host firewall exists. If you plan to use a proxy, create an exception for this port. Otherwise, the softphone connection will fail. For instructions, see Installing the Five9 Softphone for Plus Applications in the Basic Administrator’s Guide.

8843 TCP Outbound HTTP(S)-Downloading Five9 Applications/API Customers.

8880 TCP Outbound HTTP-Downloading Five9 Applications.

Port TCP/UDP

Outbound* Application

Port TCP/UDP Outbound Application

80 TCP Outbound HTTP-web communications necessary for login, reporting, customer support, etc.

443 TCP Outbound HTTPS-web communications necessary for login, reporting, customer support, etc.

1024-65535 UDP Outbound RTP from Five9 Agent Desktop to Five9 Application.If you are not using a stateful firewall, you MUST configure Inbound rules to allow return traffic.

2200-2300 TCP Outbound Java RMI encrypted

5060 UDP Inbound SIP connection for Five9 Agent Default is 5060; 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

Page 78: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

70 Five9 Technical Requirements

TCP/UDP Port Requirements for PSTN CustomersIf your agents use a PSTN connection but no RTP connection is required, be sure that these TCP and UDP ports are open in your external firewall, Session Border Controller (SBC), SIP Proxy and/or workstations firewall:

TCP Port Requirements for FTP/SFTPThese ports must be open in the customer’s external firewall:

8080/8081 TCP Outbound Network Assessment Test (NAT); Used for the quality.five9.com site to verify that customer network is ready to receive Five9 traffic

8843 TCP Outbound HTTPS-Downloading Five9 Applications/API.

8880 TCP Outbound HTTP-Downloading Five9 Applications

Port TCP/UDP Outbound Application

Port TCP/UDP Outbound Application

80 TCP Outbound HTTP-web communications necessary for login, reporting, customer support, etc.

443 TCP Outbound HTTP(S)-web communications necessary for login, reporting, customer support, etc.

2200-2300 TCP Outbound Java RMI encrypted

8080/8081 TCP Outbound Network Assessment Test (NAT)

8090 UDP Outbound Used for Voice Simulation tests

8843 TCP Outbound HTTP(S)-Downloading Five9 Applications/API Customers

8880 TCP Outbound HTTP-Downloading Five9 Applications

Port TCP/UDP Outbound Application

21 TCP Inbound Customer’s FTP server used in VCC configuration to upload recordings and download dialing lists. Use FTP helper in firewall configuration to open FTP-DATA communications.

Page 79: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

71 Five9 Technical Requirements

Network Requirements for Five9 Visual SupportTo enable agents to connect to the platform, configure these ports and domains:

You must also add these wildcard URLs to your whitelist:• *.rtccloud.net: Web connection plug-in• *.sightcall.com: Access agent console interface• *.mapbox.com: Third-party library for geolocation

Port Requirements for Five9 Email AccessThese ports must be open on the customer side to support of Five9 Email interactions:

• Encrypted IMAP server for incoming messages: 993

• SMTP server for outgoing messages:– Not encrypted: 25– Encrypted (STARTTLS): 587– Encrypted (TLS): 465

21 TCP Outbound FTP if ftp.five9.com is used for uploads via FTP. Use FTP helper in firewall configuration to open FTP-DATA communications.

22 TCP Outbound SFTP (FTP over SSH) if ftp.five9.com is used for uploads via SFTP.

Port TCP/UDP Outbound Application

If you use the RTCC driver • Port TCP 80 (HTTP)• Port TCP 443 (HTTPS)

If you use WebRTC • Port TCP 80 (HTTP)• Port TCP 443 (HTTPS)• Port TCP 444

Page 80: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

72 Five9 Technical Requirements

API CustomersFor APIs except CTI Web Services, your external firewall needs to allow outbound connections on TCP Port 8843 from the computer using the API web services to the Five9 data center subnets.

For CTI Web Services, if you use Agent Desktop Toolkit, the TCP/UDP Port requirements listed in this document for softphone, gateway or PSTN customers may apply.

Third-Party SoftwareConsult your CRM vendor’s technical documentation or customer support for details about the domains in use with the respective applications.

Five9 Quality of Service (QoS) FeaturesTo prioritize voice traffic in a converged voice/data network, Five9 VCC uses Diffserv QoS (Quality of Service) markings of SIP and RTP network packets for VoIP phone calls. 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:

Five9 VCC marks the SIP and RTP network packets for VoIP calls that are leaving Five9 destined for the customer or provider network. Five9 VCC does not mark the DSCP header on packets leaving the workstation destined for the Five9 network. Five9 recommends that the network protocols defined for this purpose be marked and prioritized by the workstation or the network infrastructure.

Protocol Requirements

RTP Highest priority, low latency queue across the network infrastructure.Source Ports: UDP 8000-8015Destination Ports: UDP 1025-65535

SIP Can be in the highest priority queue but may also be in a second queue less critical than RTP.Source Port: UDP 5060Destination Port: UDP 5080

Page 81: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

Network Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

73 Five9 Technical Requirements

Workstation QoS OptionTo enable VoIP QoS for your agents’ workstations, Five9 recommends that you set up a Windows QoS policy. For more information, refer to these articles MSDN article (Creating and Editing a QoS Policy) and TechNet article (QoS Support in Windows).

Network QoS OptionTo enable VoIP QoS tagging on the network infrastructure equipment, consult your networking equipment vendor and/or an internal network engineer in your company.

Page 82: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

74 Five9 Technical Requirements

Appendix A

References

GlossaryReference Documents

GlossaryTerm/Acronym Definition

ACL Lists that filter network traffic by controlling whether routed packets are forwarded or blocked at the router's interfaces. Your router examines each packet to determine whether to forward or drop the packet, based on the criteria you specified within the access lists.

Codec Codecs are used to convert an analog voice signal to digitally encoded version. Codecs vary in sound quality and bandwidth required.

CTI Computer Telephony Integration

Diffserv QoS Differentiated Services (Diffserv) QoS framework enables quality-of-service 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.

Digital Certificate Digital Certificates provide a means of proving identity in electronic transactions. Also known as a public key certificate, 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, their address, and so forth. The certificate can be used to verify that a public key belongs to an individual.

G.711 Two main VoIP compression algorithms:• µ-law algorithm is used in North America & Japan.• A-law algorithm is used in the rest of the world. The sample rate is

64 kbit/s bit.

Page 83: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

References Glossary

75 Five9 Technical Requirements

G.729 ITU standard codec with two main versions: A and B. For VoIP processing, the sample rate ranges from 28 to 40kbit/s bit, depending on overhead.

MPLS Multiprotocol Label Switching (MPLS) is a pure IP architecture that combines the strengths of Layer-3 routing and Layer-2 switching. MPLS carrier networks are scalable virtual private networks (VPNs) that provide end-to-end quality of service (QoS).

NAT Network Address Translation translates IP addresses used in one network to a different IP address known to another network.

PAT Port Address Translation 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.

RTP RTP is used in conjunction with the RTP Control Protocol (RTCP). While RTP carries the media streams (e.g., audio and video), RTCP is used to monitor transmission statistics and quality of service (QoS) and aids synchronization of multiple streams.

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, conducting, and tearing down SIP calls.

SIP Session Initiation Protocol works in the Application Layer to control communications for video, voice, IP, unicast, and multicast sessions.

SIP ALG SIP-ALG is a firewall that can perform NAT with standard SIP protocols.

SIP Inspection To support SIP calls through the security appliance, signaling messages for the media connection addresses, media ports, and embryonic connections for the media must be inspected, because while the signaling is sent over a well-known destination port (UDP/TCP 5060), the media streams are dynamically allocated. Also, SIP embeds IP addresses in the user-data portion of the IP packet. SIP inspection applies NAT for these embedded IP addresses.

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.

Term/Acronym Definition

Page 84: Five9 Technical Requirements - Cloud Contact … is the leading provider of cloud contact center software, ... viii Five9 Technical Requirements Chapter 3What’s New ... • TLS_ECDHE_RSA_WITH_AES_256_GCM

References Reference Documents

76 Five9 Technical Requirements

Reference Documents

TCP/UDP Ports Transport Layer protocols, such as Transmission Control Protocol (TCP), the User Datagram Protocol (UDP); specify a source and destination port number in their packet headers. A port number is a 16-bit unsigned integer, ranging from 0 to 65535. A process associates its input or output channels via Internet sockets, a type of file descriptors, with a transport protocol, a port number and an IP address. This process is known as binding, which enables sending and receiving data via the network.

TLS Transport Layer Security protocol that provides data secrecy and integrity between applications.

VoIP Voice over Internet Protocol. Voice signals are transmitted over the Internet rather than over the public switched telephone network (PSTN).

VPN Virtual Private Network extends a private network so that the resources that belong to that network are available by controlled remote access.

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, video chat, and P2P file sharing without the need of either internal or external plug-ins. (Source: Wikipedia, http://en.wikipedia.org/wiki/WebRTC)

WSS Secure WebSocket protocol. Provides secure, full-duplex communication channels over a single TCP connection. Used in Web browsers and Web servers.

Term/Acronym Definition

Document Name Link

Session Initiation Protocol http://en.wikipedia.org/wiki/Session_Initiation_Protocol

RFC 3261 SIP: Session Initiation Protocol

http://www.ietf.org/rfc/rfc3261.txt

VoIP Reference Guide http://www.voip-info.org/wiki/view/SIP

SIP Reference and Training http://www.thesipschool.com/

WebRTC - Wikipedia http://en.wikipedia.org/wiki/WebRTC


Top Related