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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 © 2016 Five9, Inc. Five9 Technical Requirements Reference Guide October 2016 This guide contains deployment, configuration, and troubleshooting information to assist customers and partners with Five9 applications.

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Page 1: Five9 Technical Requirements - gallery.azure.com · Digital Certificates ... Five9 Java-Based Application ... Environment and Security Technical Requirements Digital Certificates

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 © 2016 Five9, Inc.

Five9Technical RequirementsReference Guide

October 2016

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

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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™

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Contents

What’s New in this Guide.............................................................. vii

Chapter 1Environment and Security Technical Requirements ...............................1

Five9 and RMI.................................................................................... 1Five9 and RTP ................................................................................... 1

Network Assessment Test for Voice Quality ..................................................... 1Digital Certificates .................................................................................. 2

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

Supported SSL-TLS Protocols Versions............................................................ 3

Chapter 2Agent and Supervisor Applications Technical Requirements.....................4Web-Based Application Requirements............................................................ 4

Workstation Requirements for Web-Based Applications.................................. 5Windows Platform Requirements........................................................ 5Apple Mac Workstation Requirements .................................................. 5

Workstation Requirements for Five9 Visual Support ...................................... 5Windows Requirements ................................................................... 5Apple Mac Requirements ................................................................. 6

Operating Systems for Five9 Visual Support ................................................ 6Windows Operating Systems (32- and 64-Bit) ......................................... 6Apple Mac Operating Systems (32- and 64-Bit)........................................ 6

Operating Systems for Web-Based Applications ........................................... 6Windows Operating Systems (32- and 64-Bit) ......................................... 6Workstation User Access Privileges ..................................................... 7Apple Mac Operating Systems Supported .............................................. 7

Web Browsers Supported for Web-Based Applications.................................... 8Windows Platforms (32-Bit) .............................................................. 8Apple Mac Platforms ...................................................................... 8

Video Cameras Supported for Five9 Visual Support ....................................... 9Agent Side .................................................................................. 9Customer Side .............................................................................. 9

Virtual Desktop Infrastructure Requirements ..................................................10Hardware........................................................................................ 11Operating Systems............................................................................. 11Virtual Desktop Infrastructure............................................................... 12

Citrix Platforms ........................................................................... 12

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VMWare Platforms ........................................................................ 13Virtualization Server .......................................................................... 13

Five9 Java-Based Application Requirements ................................................... 13Workstation Requirements ................................................................... 13

Windows Platforms ....................................................................... 14Apple Mac Platforms ..................................................................... 14Java Requirements ....................................................................... 14

Operating Systems Supported for Java-Based Applications ............................. 15Windows Operating Systems (32- and 64-Bit) ........................................ 15Five9 Agent or Supervisor Workstation User Access Privileges .................... 15Apple Mac Operating Systems for Java-Based Applications ........................ 15

Web Browsers Supported for Java-Based Applications................................... 16Windows Platforms (32-bit versions only)............................................. 16Apple MAC Platforms ..................................................................... 16

Five9 Supervisor Additional Requirements................................................. 16Apple iPad system Requirements....................................................... 17Headsets for Apple iPad .................................................................17Workstation Requirements for Supervisors using Spreadsheet Dashboard ....... 17

Headset Requirements for Agents and Supervisors............................................ 17Application and Feature Operating Notes ...................................................... 18

Five9 Adapter for Oracle Service Cloud with Chat ....................................... 18Five9 Web Page Security and Visual IVR Scripts .......................................... 18Dashboards...................................................................................... 19Agent Desktop with Chat, Social, and Email Channels................................... 19

Email Ports................................................................................. 19Attachments ............................................................................... 19

Five9 Integrated Administration Console ..................................................19

Chapter 3Five9 SIP Trunking Options............................................................ 20Private SIP Trunking by Five9 ITSP Providers................................................... 20SIP Trunking by Customer ITSP Provider ........................................................ 21Private SIP Trunking for Five9 Gateway to Customer Gateway ............................. 21

Chapter 4Five9 Agent Integrations............................................................... 22Requirements for Web-Based Adapters ......................................................... 22

Workstation Requirements ................................................................... 23Windows Platforms ....................................................................... 23Apple Mac Platforms ..................................................................... 23

Operating Systems............................................................................. 23Windows 32 and 64 Bits.................................................................. 23Apple Mac .................................................................................. 24

Application Requirements .................................................................... 24Managed Package for Salesforce ....................................................... 24Five9 Plus Adapter for Microsoft Dynamics CRM ..................................... 24Five9 Plus Adapter for Zendesk......................................................... 24

Web Browsers .................................................................................. 24Windows Platforms (32-bit versions only)............................................. 24

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Mac Platforms ............................................................................. 25Requirements for Java-Based Adapters ......................................................... 25

Operating Systems............................................................................. 25Windows 32- and 64-Bit Operating Systems .......................................... 25Apple Mac Operating Systems........................................................... 26

Five9 Agent Desktop Toolkit .................................................................26Additional Requirements ................................................................ 26Java Requirements ....................................................................... 26Web Browsers (32-bit versions only) on Windows Platforms ....................... 27Web Browsers on Mac Platforms........................................................ 27

Five9 Adapters for Salesforce................................................................ 27Open CTI Adapter for Salesforce ....................................................... 27Version 3 Adapter for Salesforce ....................................................... 29Version 4 Adapter for Salesforce ....................................................... 29

Five9 Adapter for NetSuite................................................................... 29Five9 Adapter for Oracle Service Cloud .................................................... 30Five9 Adapter for Velocify ................................................................... 31Five9 Cloud API Web Services (Custom Integration) ..................................... 31

Chapter 5NICE Requirements ..................................................................... 32NICE Application Requirements .................................................................. 32

Agent Desktop Requirements for NICE ..................................................... 32Agent Desktop Workstation User Access Privileges for NICE ............................34Supervisor Desktop Requirements for NICE................................................ 34Supervisor Desktop Workstation User Access Privileges for NICE ...................... 36NICE Client Applications Required .......................................................... 36NICE Network Requirements (LAN and WAN).............................................. 37NICE Firewall Requirements .................................................................37

NICE WFM Workforce Management Application Requirements .............................. 38Agent Desktop Requirements ................................................................ 38Workforce Planners and Supervisors Desktop Requirements............................39Applications Required......................................................................... 39Network Requirements (LAN and WAN) .................................................... 39Firewall Requirements ........................................................................ 39

Chapter 6Network Requirements ................................................................ 41Five9 Network Connectivity....................................................................... 41

Virtual Private Network (VPN) ............................................................... 41VPN and Quality of Service (QOS) ........................................................... 41VPN and Private IP Addresses................................................................ 42Direct Connection Option .................................................................... 42Required Direct Connection Criteria........................................................ 42

Five9 Network Requirements (LAN and WAN)..................................................43Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic........ 45

Whitelisted Internet Domains and IP Addresses........................................... 45Five9 IP Address Ranges .................................................................46Five9 Internet Domains .................................................................. 46

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CounterPath Softphone Requirements ................................................ 47DNS Note ........................................................................................ 47SIP Firewall Note............................................................................... 47TCP/UDP Port Requirements for Softphone Customers.................................. 48TCP/UDP Port Requirements for Gateway Customers ................................... 49TCP/UDP Port Requirements for PSTN Customers........................................ 50TCP/UDP Port Requirements for FTP/SFTP Access ....................................... 50Network Requirements for Five9 Video Support .......................................... 51IMAP Port Requirements for Five9 Email Access .......................................... 51API Customers (excluding CTI Web Services API) ......................................... 51CTI Web Services API Customers ............................................................ 51Third-Party Software.......................................................................... 52Five9 Quality of Service (QoS) Features.................................................... 52

Workstation QoS Option .................................................................52Network QoS Option...................................................................... 52

Appendix AReferences................................................................................ 53Terms Used in This Document .................................................................... 53Reference Documents.............................................................................. 55

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Chapter 3

What’s New in this Guide

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

Release Changes

October 2016 • Added support for outbound traffic with TLS 1.1 and 1.2. See Supported SSL-TLS Protocols Versions.

• Added a note about Mac OS 10.12 and Safari 10. For more information, see Apple Mac Operating Systems Supported.

• Updated Firefox support to version 50.• Added a note about Internet Explorer and the chat and email consoles. For more

information, see Windows Platforms (32-Bit).• Added Network Requirements for Five9 Video Support.• Added Bandwidth Requirements for Five9 Video Support for Agents.• Added notes about the version of Internet Explorer and Safari that are supported

for ADP and the chat, email, and the survey consoles. See Web Browsers Supported for Web-Based Applications.

• Added a note about Sierra OS X, version 10.12 beta, which interferes with the softphone.

• Added VMWare Platforms as a supported platform for VDI.• Updated the JRE support information: Java 8 update 111.• Added CIDR format to Five9 IP Address Ranges and clarified that section.

September 2016 • Added a note configuring Microsoft Exchange 2010 to prevent delays in email delivery.

• Added the supported version of Microsoft Dynamics CRM and Zendesk in Five9 Plus Adapter for Microsoft Dynamics CRM and Five9 Plus Adapter for Zendesk.

• Added Windows 10 Anniversary Update to the list of supported Windows platforms, except for the Oracle Service Cloud. See Windows Operating Systems (32- and 64-Bit) (Plus applications) and Windows Operating Systems (32- and 64-Bit) (Java applications).

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What’s New in this Guide

August 2016 • Added secure port information about IMAP Port Requirements for Five9 Email Access.

• Added additional Whitelisted Internet Domains and IP Addresses.

• Updated Java requirements. • Updated browser requirements.• Added Email Ports.• Added Web Browsers Supported for Zendesk and Microsoft Dynamics CRM.• Added Video Cameras Supported for Five9 Visual Support.• Added support for Skype for Business in the Agent Desktop Plus application. See

Web-Based Application Requirements, Five9 Network Requirements (LAN and WAN), and Five9 Internet Domains.

• Added Windows Media Player to Workstation Requirements for Five9 Visual Support.

April 2016 • Updated the JRE support information: Java 8 update 91.• Updated Firefox support to version 45, 46, 47.• Updated Internet Explorer support to version 11.• Updated Safari support to version 9.

March 2016 • Added a note for users of Google Chrome version 48 + about creating a specific call center for agents who plan to use this browser.

Release Changes

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Chapter 1

Environment and Security Technical Requirements

Network Assessment Test for Voice QualityDigital CertificatesSupported SSL-TLS Protocols Versions

Five9 and RMIFive9 uses the secure Remote Method Invocation (RMI) protocol. RMI is used for the Java-to-Java communications between the Five9 client applications and the Five9 Virtual Call Center platform. The Five9 RMI traffic is transmitted out of the firewall through open TCP ports by using the SSL/TLS protocol.

Five9 and RTPVoice 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 are rebuilt in the softphone and represent the caller’s voice in the upstream (outbound). The voice packets are then sent from the agent’s softphone to the Five9 data centers to be rebuilt and played back to the caller as the agent’s voice. 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.

Network Assessment Test for Voice QualityFive9 Network Assessment Test uses Port 80 and 8081 for Network Assessment Testing. VoIP quality tests can be run from http://quality.five9.com/ from any agent workstation to the Five9 data center.

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Environment and Security Technical Requirements Digital Certificates

Digital CertificatesFor a successful secure communication with the Five9 VCC platform, users might need to download and install on their workstation the following Root and Intermediate Certificates from well-known Certificate Issuing Authorities (CA) that Five9 uses:

Thawte, Inc. Certificatehttps://www.thawte.com/roots/thawte_Primary_Root_CA.pem

VeriSign Certificates

GeoTrust and RapidSSL Certificates

Type Link Type Link

Standard Certificate Root Certificate http://www.verisign.com/repository/roots/root-certificates/PCA-3G2.pem

Intermediate Certificate

https://knowledge.verisign.com/support/ssl-certificates-support/index?page=content&id=AR1735

Extended Validation (EV) Certificate

Root Certificate http://www.verisign.com/repository/roots/root-certificates/PCA-3G5.pem

Intermediate Certificate

https://knowledge.verisign.com/support/ssl-certificates-support/index?page=content&id=AR657

Type Link

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

Intermediate Certificate link

https://knowledge.rapidssl.com/support/ssl-certificate-support/index?page=content&id=AR1549&actp=LIST&viewlocale=en_US

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Environment and Security Technical Requirements Supported SSL-TLS Protocols Versions

Supported SSL-TLS Protocols VersionsThe Five9 VCC Platform, applications, and API support the following security protocols:

All supported Web browsers support these security protocols. Please ensure that you are following Five9 requirements for supported Web browsers. When developing and using a custom Web service to communicate with the Five9 API server, ensure that the web service is using the supported security protocols identified in this section. Five9 does not accept unencrypted connections to the APIs.

If the customer environment uses proxy servers, the server must support Secure Web Sockets (WSS). This applies to proxies configured at both the desktop level and network level

Security Protocol Version Supported

SSL Secure Sockets Layer protocol (SSL) version 3.

Note Version 2 is not supported because it is not secure.

TLS Transport Layer Security protocol (TLS): TLS 1.0, TLS 1.1 and TLS 1.2 are supported for inbound and outbound traffic.

SSL-TLS Cipher Suite Minimum of 128-bit encryption required.

WSS Secure Web Socket (WSS) is the secure version of the WebSocket protocol that uses SSL and TLS for encryption.

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Chapter 2

Agent and Supervisor Applications Technical Requirements

Web-Based Application RequirementsVirtual Desktop Infrastructure RequirementsFive9 Java-Based Application RequirementsHeadset Requirements for Agents and SupervisorsApplication and Feature Operating Notes

Web-Based Application RequirementsThe requirements listed here are specific to the 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 SSL-TLS Protocols Versions for details.

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

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Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements

Workstation Requirements for Web-Based ApplicationsWindows 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 Vista, 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 Vista, Windows 7, and Windows 8

2.0 GB or greater

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Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements

Apple Mac Requirements

Operating Systems for Five9 Visual SupportWindows Operating Systems (32- and 64-Bit)Apple Mac Operating Systems (32- and 64-Bit)

Windows Operating Systems (32- and 64-Bit)• Windows 7• Windows 8• Windows 8.1

Apple Mac Operating Systems (32- and 64-Bit)• Mavericks OS X; Version 10.9• Yosemite OS X; Version 10.10• El Capitan OS X; Version 10.11

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

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

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Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements

• Windows 7 Home Premium• Windows 8• Windows 8 Professional• Windows 8.1• Windows 8.1 Professional• Windows 10• Windows 10 Anniversary Update (except with Oracle Service Cloud)

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 Product 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 beta

Operating System Version and Notes

Windows 7 Windows 8 Windows 8.1Windows 10

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.

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Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements

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

Windows Platforms (32-Bit)

Apple Mac Platforms

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 48, 49, and 50

Internet Explorer Version 11

Microsoft Edge Browser is not supported.Note Preview and proactive chat, email, and survey console offers to your customers are not displayed if your customers use version 10 or lower. Instead they see a message recommending that they update to version 11.

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 48, 49, and 50

Safari Version 10

Note In Mac platforms, users of Microsoft Dynamics CRM are limited to Safari.

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 update to version 10.

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Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements

Video Cameras Supported for Five9 Visual Support

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

• 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

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

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

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Agent and Supervisor Applications Technical Requirements Virtual Desktop Infrastructure Requirements

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 these Five9 agent applications:

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

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”

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Agent and Supervisor Applications Technical Requirements Virtual Desktop Infrastructure Requirements

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:

Operating SystemsAgent Workstation Thin Clients

Windows Monitor

Thin client Dell Wyse C9OLE7 Thin Client

Dell Wyse Z9OD7 Thin Client

Operating System Version

Windows 7 Embedded 32-bit and 64-bit

Windows 8 Embedded 32-bit and 64-bit

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Agent and Supervisor Applications Technical Requirements Virtual Desktop Infrastructure Requirements

Agent Workstation Thick Clients

Virtual Desktop InfrastructureFive9 supports these platforms.

Citrix PlatformsFive9 supports these platforms:

• Citrix ZenApp 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 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

Citrix Component Version or Value

Windows Server 2008 R2 Service Pack 1

Recommended Microsoft Patches

2465772, 2538047, 2619880, 2647582, 2769791, and all available through Windows Update (2013-10-24)

Remote Desktop Session Host Configuration

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

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Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements

VMWare PlatformsFive9 supports version 6.0 and higher.

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

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

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

Workstation RequirementsWindows Platform RequirementsApple Mac PlatformsJava Requirements

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

javaw.exe, javaws.exeUser:• Client audio redirection: Allowed• Client microphone redirection: Allowed

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

Citrix Component Version or Value

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Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements

Windows Platforms

Apple Mac PlatformsThe Apple Mac platform is supported for the Five9 VCC Administrator, Desktop Agent, and Supervisor. The Mac platform is also supported for Five9 Java-Based Salesforce Open CTI Adapter, Agent Desktop Toolkit, and other integrations.

Java Requirements

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 Vista, 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.

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 91, 101, and 11132-bit version required for softphone use

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Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements

Operating Systems Supported for Java-Based Applications

Windows Operating Systems (32- and 64-Bit)Five9 Agent or Supervisor Workstation User Access PrivilegesApple Mac Operating Systems Supported

Windows Operating Systems (32- and 64-Bit)• Windows Vista 32-bit• Windows Vista 64-bit• Windows 7 Professional• Windows 7 Ultimate• Windows 7 Home Premium• Windows 8• Windows 8 Professional• Windows 8.1• Windows 8.1 Professional• Windows 10• Windows 10 Anniversary Update (except with Oracle Service Cloud)

Five9 Agent or Supervisor Workstation User Access Privileges

Apple Mac Operating Systems for Java-Based Applications• 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

Operating System Version and Notes

Windows Vista Windows 7 Windows 8 Windows 8.1 Windows 10

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.

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Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements

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

Windows Platforms (32-bit versions only)

Apple MAC Platforms

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 Supervisors using Spreadsheet Dashboard

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 48, 49, and 50

Internet Explorer Version 11

Browser Version

Firefox Versions 48, 49, and 50

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.

Note Some optional features (Excel Dashboards) require Microsoft Office 2003 or later.

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Agent and Supervisor Applications Technical Requirements Headset Requirements for Agents and Supervisors

Apple iPad system RequirementsThe Apple iPad platform is supported for the Five9 Supervisor App for 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 Supervisors using Spreadsheet Dashboard

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.

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

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.

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Agent and Supervisor Applications Technical Requirements Application and Feature Operating Notes

Application and Feature Operating NotesFive9 Adapter for Oracle Service Cloud with ChatFive9 Web Page Security and Visual IVR ScriptsDashboardsAgent Desktop with Chat, Social, and Email ChannelsFive9 Integrated Administration Console

Five9 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.

Five9 Web Page Security and Visual IVR ScriptsVCC Administrators can apply Web page security to Visual IVR (vIVR) scripts to prevent these scripts from being embedded in a web page X-frame where the user can be hijacked to some other 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.

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.

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

Internet Explorer 11 Windows phone 8

Firefox 18 – 40 17

Chrome 46, 47, 4852 (Android phone)

Safari 8, 9 9.0.3

Opera 26

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Agent and Supervisor Applications Technical Requirements Application and Feature Operating Notes

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 multichannel features 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.

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.

Five9 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.

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Chapter 3

Five9 SIP Trunking Options

SIP Trunks are VoIP based Carrier Service offered by an Internet Telephony Service Provider (ITSP) using SIP to set up communications to the PSTN for inbound, outbound and/or blended calling by a Five9 Agent. SIP Trunking can support all domestic and/or International calling as well as Toll-Free services the same as a PSTN carrier. The other option is a Gateway to Gateway Option that is reserved for Enterprise Customers with SIP Infrastructure already in place or considering it as a new install option.

Private SIP Trunking by Five9 ITSP ProvidersSIP Trunking by Customer ITSP ProviderPrivate SIP Trunking for Five9 Gateway to Customer Gateway

Private SIP Trunking by Five9 ITSP ProvidersPrivate SIP Trunking provided by Five9 ITSP Providers. This service originates in the Five9 Data Center and connects to the PSTN. No configuration is needed by the customer.

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Five9 SIP Trunking Options SIP Trunking by Customer ITSP Provider

SIP Trunking by Customer ITSP ProviderSIP Trunking provided by the Customer ITSP Provider. This service originates in the Customer ITSP and connects back to the Five9 SIP Proxy Server(s) in the Five9 Data Center. To successfully configure, test and turn-up, the SIP trunking the installation checklist must be completed by the customer and returned to Five9.

Private SIP Trunking for Five9 Gateway to Customer Gateway

Private SIP Trunking for Five9 Gateway to Customer Gateway (i.e. AVAYA, CISCO, Asterisk, etc.) connections is a method where by a customer can connect into Five9 infrastructure via SIP. This can be done over the Internet and/or through a VPN or Direct Connect Option. This requires that the customer have SIP Infrastructure (i.e. SBC, Proxy Sever, SIP Server, etc.) in place today or will be installed during the Five9 setup.

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Chapter 4

Five9 Agent Integrations

Managed Package for SalesforceRequirements 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• Microsoft Dynamics CRM• 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 SSL-TLS Protocols Versions for details.

Workstation RequirementsOperating SystemsApplication RequirementsWeb Browsers

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Five9 Agent Integrations Requirements for Web-Based Adapters

Workstation Requirements

Windows Platforms

Apple Mac Platforms

Operating Systems

Windows 32 and 64 Bits• Windows 7 Professional• Windows 7 Ultimate• Windows 7 Home Premium• Windows 8• Windows 8 Professional• Windows 8.1

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 Vista, Windows 7, and Windows 8

2.0 GB or greater

Screen Resolution

1024x768 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

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Five9 Agent Integrations Requirements for Web-Based Adapters

• Windows 8.1 Professional• Windows 10

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

Application Requirements

Managed Package for SalesforceManaged Package version 2.28 is required for all Five9 Salesforce adapters.

Five9 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 Plus Adapter for ZendeskThe Five9 Plus Adapter requires at least Zendesk version 1.0.6.

Web BrowsersBrowsers require specific configurations to run Five9 Plus Adapters. For configuration details, refer to the administrator’s and agent’s 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 46, 47, 48

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Five9 Agent Integrations Requirements for Java-Based Adapters

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 SystemsWindows 32- and 64-Bit Operating SystemsApple Mac Operating Systems

Windows 32- and 64-Bit Operating Systems• Windows Vista 32-bit; Service Pack 1

Internet Explorer Version 11• Salesforce Sales Cloud: Due to potential performance issues,

Five9 recommends that agents working with multiple tabs do not use Internet Explorer 11.

• Plus Adapter for Oracle Service Cloud: Requires Internet Explorer. However, because this version cannot play WAV files, agents may not hear notifications for inbound calls if they disable Auto-Answer Inbound/Autodial Calls in their softphone settings.

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 46, 47, 48

Safari 9

Browser Version

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Five9 Agent Integrations Requirements for Java-Based Adapters

• Windows Vista 64-bit; Service Pack 1• Windows 7 Professional• Windows 7 Ultimate• Windows 7 Home Premium• Windows 8• Windows 8 Professional• Windows 8.1• Windows 8.1 Professional• Windows 10

Apple Mac Operating Systems• Mavericks OS X, Version 10.9• Yosemite OS X, Version 10.10• El Capitan OS X, Version 10.11

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

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

Additional Requirements

Supported Web browsers the Agent Desktop Toolkit

Java Requirements

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 91, 101, and 11132-bit version required for softphone use

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Five9 Agent Integrations Requirements for Java-Based Adapters

Web Browsers (32-bit versions only) on Windows Platforms

Web Browsers on Mac Platforms

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.

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 48, 49, and 50

Internet Explorer

Version 11

Browser Version

Firefox Versions 48, 49, and 50

Safari 9

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

Component Version

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

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Five9 Agent Integrations Requirements for Java-Based Adapters

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.

Open CTI Browser Support (Mac and Windows) (Effective date 2/24/2016).

Component Version

Java Runtime Environment (JRE)

8.0 updates 91, 101, and 11132-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

Browsers for Open CTI Adapter

Version Supported Platform

Internet Explorer Version 11 Windows

Firefox Versions 48, 49, and 50 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. For more information, see the Open CTI Adapter for Salesforce Administrator’s Guide.

Windows and Mac

Safari Version 9 Mac

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Five9 Agent Integrations Requirements for Java-Based Adapters

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

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+.

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 for CTI Adapter, Version 3.x

Version Supported

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

Firefox Versions 8, 9, and 10. Version 11 is not supported.

Browsers for CTI Adapter, Version 4.x

Version Supported

Internet Explorer Version 11

Firefox Versions 48, 49, and 50

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.

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Five9 Agent Integrations Requirements for Java-Based Adapters

Java Requirements for Five9 Adapter for NetSuite.

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

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

Component Version

Java Runtime Environment (JRE)

8.0 updates 91, 101, and 11132-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 48, 49, and 50

Internet Explorer Versions 11

Safari Version 9

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.

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Five9 Agent Integrations Requirements for Java-Based Adapters

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 customers to create custom integrations. APIs include technical limits designed to prevent excessive use that may degrade overall performance of the API services. Please consult the Five9 API documentation on the Customer Support Portal for the current limits for each API.

Component Version

Java Runtime Environment (JRE)

8.0 updates 91, 101, and 11132-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 48, 49, and 50

Internet Explorer Version 11

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Chapter 5

NICE Requirements

NICE Application RequirementsNICE WFM Workforce Management Application 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. The NICE application suite can be accessed via a web browser on the user’s workstation. Some features require the installation of additional components on the workstation.

Agent Desktop Requirements for NICEAgent Desktop Workstation User Access Privileges for NICESupervisor Desktop Requirements for NICESupervisor Desktop Workstation User Access Privileges for NICENICE Client Applications RequiredNICE Network Requirements (LAN and WAN)NICE Firewall Requirements

Agent Desktop Requirements for NICEThe following requirements assume the Five9 Virtual Call Center and NICE products are the only applications running on the agent workstation. Agents running additional software will require additional RAM and a faster processor; sufficient hardware to support all agent applications is at the discretion of the agent’s computer administrator.

Note As of 7/17/2013, Windows 8 is not supported for NICE implementations.

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NICE Requirements NICE Application Requirements

Minimum Agent Workstation Requirements for NICE.

Recommended Workstation Requirements.

Supported Operating Systems for NICE

Supported Operating Systems for NICE.

Supported Apple Mac Platform Requirements.

Supported Operating Systems for NICE

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 or higher with Windows Vista, and Windows 7.

Component Requirement

Memory 3.0 GB or greater higher with Windows Vista, - and Windows 7.

Operating System Version Supported

Windows Vista 32-bit Service Pack 2

Windows 7 Professional 32-bit and 64-bit

Windows 7 Ultimate 32-bit and 64-bit

Windows 7 Home Premium

32-bit and 64-bit

Note The Microsoft .NET Framework is required to use NICE Workforce Optimization products. 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 Product integration.

Component Requirement

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

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NICE Requirements NICE Application Requirements

Agent Desktop Supported Web Browsers (32-bit versions only).

Agent Desktop Workstation User Access Privileges for NICE

For 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.

Supervisor Desktop Requirements for NICEThe following requirements assume the Five9 Virtual Call Center 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.

Supervisor Desktop Minimum Workstation Requirements for NICE.

Browser Versions Supported

Internet Explorer Version 11

Firefox Versions 48, 49, and 50

Chrome Most recent stable version

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 or greater if using Windows XP. 2.5 GB or higher with Windows Vista and Windows 7.

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NICE Requirements NICE Application Requirements

Supervisor Desktop Recommended Workstation Requirements for NICE.

Supervisor Desktop Supported Operating Systems for Supervisor Desktop Supported Operating Systems for NICE.

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

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 4.0 GB

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 Vista 32-bit Service Pack 2

Windows 7 ProfessionalWindows 7 UltimateWindows 7 Home Premium

32-bit and 64-bit

Windows 8 Professional 64-bit

Component Requirement

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NICE Requirements NICE Application Requirements

Supervisor Desktop Supported Web Browsers for NICE (32-bit versions only) .

Supervisor Desktop Workstation User Access Privileges for NICE

For 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)

Note 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 Product integration.

Browser Versions Supported

Internet Explorer Version 11

Firefox Versions 48, 49, and 50

Chrome Most recent stable version

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NICE Requirements NICE Application Requirements

NICE Network Requirements (LAN and WAN)A site-to-site VPN and/or a WAN connection between the customer’s site and the Five9 Data Center is required for NICE Agent users. “Five9 Agent with light web browsing” and “VPN Connectivity” usage scenarios detailed in Bandwidth Requirements should be used as a guide for agent Internet bandwidth. If the Screen Recording product is used, an additional 160kbps is required per agent in addition to the stated bandwidth requirements.

NICE 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 in the Five9 Network Requirements (LAN and WAN) section.

NICE Interaction Management.

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

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NICE Requirements NICE WFM Workforce Management Application Requirements

NICE WFM Workforce Management Application Requirements

The 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

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

30100 TCP Outbound NICE Screen Logger

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

Outbound: Customer -> Five9Inbound: Five9 -> Customer* : Requires SIP inspection

Port # TCP/UDP Inbound/Outbound

Server-side Components

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NICE Requirements NICE WFM Workforce Management 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

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

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

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NICE Requirements NICE WFM Workforce Management Application Requirements

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

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Chapter 6

Network Requirements

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)One could argue that direct connections such as MPLS or Ethernet based services offer enhanced Quality of Service (QoS). While most direct connections include a QoS guarantee, the standard of quality is no greater than that achieved by Tier1 Internet

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Network Requirements Five9 Network Connectivity

Service Providers, as those providers are tightly interconnected and offer low network latency. Additionally, to ensure sufficient quality of service for VoIP calls, Five9 clients can use a separate Internet connection exclusively for VPN, or they can prioritize VPN traffic over everything else within their network.

VPN and Private IP AddressesMost companies are using VPN for site-to-site connectivity by encapsulating traffic with private IP addresses (per 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.

In the case running a of VPN tunnel between a customer and a Five9 data center, all traffic coming from and going into the VPN tunnel should be routable by all Five9 VCC equipment. This requires that all such traffic must use public IP addresses. Customers who are going to use VPN option must apply Network Address Translation (NAT) to any traffic going inside VPN tunnel using public IP addresses.

Direct Connection OptionFive9 data center Internet connections provide 20 times more bandwidth than the average usage, as well as 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 customer’s premises. If the customer is required to establish a direct connection to 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 can be valuable for customers looking for 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.

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Network Requirements Five9 Network Requirements (LAN and WAN)

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).

Five9 Network Requirements (LAN and WAN)Five9 recommends that your Internet connection support at least 64/kbps per agent (includes both CTI and Voice Traffic) in both directions (upload and download) to run the Five9 VCC application concurrently with typical light business applications, such as occasional web browsing.

Five9 also recommends the following bandwidth for each of the listed usage scenarios:

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

In addition to these requirements, bandwidth must be provided in your network to account for other traffic, including traffic generated by other Five9 VCC users (Administrators and Supervisors) and Services (for example, FTP, and reports).

Five9 Network Recommendations.

Usage Scenario Minimum Recommended

Five9 Agent Desktop Plus 80 kbps 80 kbps

Five9 Agent standalone (Java) 40 kbps 64 kbps

Five9 Agent with light web browsing

64 kbps 80 kbps

VPN connectivity Additional 64 kbps Additional 64 kbps

Business applications, such as on-demand CRM software

Additional 64 kbps Additional 64 kbps

Skype for Business 12 kbps 12 kbps

Connection Type Support Details

Latency Latency from the Customer system to the Five9 Data center must be under 150ms one-way. Faster networks will perform better.

Note Internet connections from outside the United States are subject to higher latency which can affect the Quality of Service (QoS).

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Network Requirements Five9 Network Requirements (LAN and WAN)

Bandwidth Requirements for Five9 Video Support for Agents.

Wireless LANs Wireless Local Area Networks (LANs) are not supported for multi-user-environments.Wireless may be used in a single user environment, provided that 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 by Five9.

SIP and RIP Traffic Do not restrict SIP and RTP traffic across Local Area Network (LAN) and/or Wide Area Network (WAN) if there are multiple customer sites.

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 Add’l 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

Add’l Bandwidth +20 Kbps +20 Kbps +20 Kbps +20 Kbps

Connection Type Support Details

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

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.

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 the Customer Firewall be configured to only allow traffic using the TCP/ UDP ports listed here and source destination to or from any of Five9’s Data Center IP Address Ranges/Internet Domains listed here.

Whitelisted Internet Domains and IP AddressesDNS NoteSIP Firewall NoteTCP/UDP Port Requirements for Softphone CustomersTCP/UDP Port Requirements for Gateway CustomersTCP/UDP Port Requirements for PSTN CustomersTCP/UDP Port Requirements for FTP/SFTP AccessNetwork Requirements for Five9 Video SupportAPI Customers (excluding CTI Web Services API)CTI Web Services API 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. IP whitelisting can occur at several possible 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.

* 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.

Screen Sharing

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

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.

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

US IP Ranges Location of Data Center CIDR Format

198.105.200.0 – 198.105.201.255 Santa Clara 198.105.200.0/23

38.107.71.0 – 38.107.71.255 Santa Clara 38.107.71.0/24

198.105.202.0 – 198.105.203.255 Atlanta 198.105.202.0/23

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 Amsterdam 94.103.30.32/27

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

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

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

five9.comwww.five9.com

U.S. data centers login.five9.comhttps://app-scl.five9.comhttps://app-atl.five9.com

five9.euwww.five9.eu

European data centers login.five9.euhttps://app-ldn.euhttps://app-ams.eu

Skype for Business use https://swx.cdn.skype.com

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

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 how your firewall is configured, ensure the required access by 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, firewall rules must include these IP addresses:

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

DNS NoteCommunication to Five9 is done through standard DNS requests. Agent Desktops should be able to resolve all server names for Five9.com domain.

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• SIP Transformation)

69.90.51.170 secure.counterpath.com

216.93.246.170 secure.counterpath.com

137.135.52.175 secure.counterpath.com

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

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

TCP/UDP Port Requirements for Softphone CustomersThe customer external Firewall, Session Border Controller (SBC), SIP Proxy and/or PC Firewall must have the following TCP/UDP ports open:

Port TCP/UDP

Outbound* Application

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

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

2200-2300 TCP Outbound Java RMI/SSL Encrypted

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

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

8880 TCP Outbound HTTP-Downloading Five9 Applications

5060-5063 UDP Outbound Configured on the Agent Desktop for Five9 agent SIP connection.

5080 UDP Outbound SIP signaling on the Five9 SIP Proxy

5081 TCP Outbound SIP over TLS signaling on the Five9 SIP Proxy

8000-8007 UDP Outbound Source port used for RTP traffic on the Agent Desktop

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

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

TCP/UDP Port Requirements for Gateway CustomersThe customer’s external Firewall, Session Border Controller (SBC), SIP Proxy and/or PC Firewall must have the following TCP/UDP ports open:

Port TCP/UDP Outbound Application

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

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

2200-2300 TCP Outbound Java RMI/SSL Encrypted

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 Customers

8880 TCP Outbound HTTP-Downloading Five9 Applications

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

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.

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

TCP/UDP Port Requirements for PSTN CustomersThe customer’s external Firewall, Session Border Controller (SBC), SIP Proxy Server and/or PC Firewall must have the following TCP/UDP ports open:

PSTN (No RTP Connection required).

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

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/SSL Encrypted

8080/8081 TCP Outbound Network Assessment Test (NAT)

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

8880 TCP Outbound HTTP-Downloading Five9 Applications

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.

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.

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

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

You must also add these wildcard URLs to your white list:• *.rtccloud.net: Web plugin to connect to the cloud• *.sightcall.com: Access agent console interface• *.livesight.net: Access agent console interface• *.googleapis.com: Enables geolocation

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

• IMAP Server (Incoming Messages) Secure (SSL): 993

• SMTP Server (Outgoing Messages): – Non-Encrypted: 25– Secure (TLS): 587– Secure (SSL): 465

API Customers (excluding CTI Web Services API)The customer external firewall needs to allow outbound connections from the computer using the API web services to the Five9 Data Center subnets on TCP Port 8843.

CTI Web Services API CustomersDepending on your use of the Agent Desktop Toolkit, the TCP/UDP Port requirements listed in this document for Softphone, Gateway or PSTN Customers may apply.

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

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

Third-Party SoftwareCRM applications such as Salesforce, NetSuite, and Oracle Service Cloud, also have domains in use. Consult your CRM vendor’s technical documentation and/or customer support for details on which domains are 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 the Five9 premise 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. It is recommended that the network protocols defined for this purpose be marked and prioritized by the workstation or the network infrastructure.

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.

Protocol Requirements

RTP Should be in the highest priority, low latency queue across the network infrastructure.Source Ports: UDP 8000-8007Destination Ports: UDP 1025-65535

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

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Appendix A

References

Terms Used in This DocumentReference Documents

Terms Used in This Document

Term/Acronym Definition

ACL Lists that filter network traffic by controlling whether routed packets are forwarded or blocked at the router's interfaces. 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 the 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 G.711 defines two main VoIP compression algorithms, the µ-law algorithm (used in North America & Japan) and A-law algorithm (used in Europe and the rest of the world) It has a sample of 64 kbit/s bit rate.

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References Terms Used in This Document

G.729 G.729 is an ITU standard codec and it has two main flavors: A and B. For VoIP processing it has a sample rate of between 28 and 40kbit/s bit rate 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 Internet Protocol (IP) addresses used within 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 at the Application Layer to control communications sessions for video, voice, IP, unicast, and multicast sessions.

SIP ALG SIP-ALG is a Firewall having the capability to perform NAT using 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

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References Reference Documents

Reference Documents

SSL/TLS SSL – Acronym for Secure Sockets Layer. Established industry-standard that encrypts the channel between a Web browser and Web server to ensure the privacy and reliability of data transmitted over this channel.TLS – Acronym for Transport Layer Security. Designed with goal of providing data secrecy and data integrity between two communicating applications. TLS is the successor of SSL

TCP/UDP Ports Transport Layer protocols, such as the 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, thus 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, and enables sending and receiving data via the network

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

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References Reference Documents

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

Document Name Link

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