Call Center: Firewall and network configuration

Handling calls over an IP network requires the network to be in perfect working order. SingleComm has a recommended network and firewall configuration to minimize issues.

Firewall configuration (including personal/desktop installed firewalls):

1. You should be equipped with a modern commercial grade firewall that is stateful.
2. Be sure your firewall is equipped to handle the amount of concurrent open states.
   Our platform requires up to 20 concurrent states per tab depending on the operation.
3. Be sure your firewall is set to allow the ports and DNS endpoints as referenced in Table 1a.
4. Ensure that your firewall can handle the amount of bandwidth as set in our minimal system requirements.
5. Either run your own DNS server or use Googles/Level3. ISP provided DNS has proven to be an issue with DNS replication in the past (not specific to our company, just a general heads up). The IP's that you should be using are 8.8.8.8 (primary - Google) and 4.2.2.2 (secondary - Level3)
6. Disable any SSL inspection/re-encryption on traffic going to the SingleComm platform.

Important Notes:

• QOS is required if the line is used for traffic other than SingleComm traffic. As high latency can cause call disruptions.
• Consult your firewall manufacturer to be sure your model of firewall can support the number of states, bandwidth requirements, and QOS settings needed.

Network configuration: 

• Be sure you have adequate bandwidth for running the SC platform for the number of agents.
• 128kbit/s per logged in agent.
• Latency not greater than 100ms per agent station.
• Your network should have no greater than 10ms jitter as measured internally over the course of a 24 hour period. If this variance exceeds the jitter as specified it may indicate issues with your network equipment or configuration.

 Contact SingleComm for a full list of your phone servers.

Recommended Metrics: 

It is recommended that you track and monitor the following metrics at all times to ensure your agents have the best possible experience.  It is also highly recommended that these be available to SingleComm upon request so that we may assist in troubleshooting as needed. 

1. Latency to your network switches.
2. Latency to your first hop outside the network.
3. Latency to the Web (ACD) server.
4. State table usage on the firewall.
5. Average CPU load on the desktops

Supplemental Information

Workstation minimal requirements  
          (Click here for full document)

Bandwidth usage per station (ACD)

• 128kbit/s
• Latency not greater than 100ms

Browser (ACD)

• Chrome M45+ - Fully supported

Browser (Scripter)

• IE10 - Partially supported (must support TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256 cipher) External script pop/embed only.
• IE11 - Fully supported, however you must not run our page in compatibility mode. External script pop/embed only.
• Chrome M45+ - Fully supported.
• TLS 1.2 is required on all connections. 

Terms: 

OBTM = Outbound Telemarketing