For the SafeSoft Web Phone it is recommended that your Internet connection supports at least 64kbps of bandwidth per agent in both directions (upload and download) in order to run the SafeSoft Cloud Contact Center application concurrently with typical business applications.
This solution needs much less network bandwidth but requires faster computers for processing compressed data. Please see the Minimum System requirements to ensure compatibility with this service.
This service will work on nearly all systems but requires more bandwidth from your network.
Latency to the SafeSoft Data center must be under 200ms. Please note that connections from outside the US are subject to higher latency which can affect the quality of service. Satellite and wireless Internet connections (or WiFi) are not supported.
Ideally you want to check your network to ensure that the following ports and protocols can be passed freely between your network and the internet:
For your firewall, Convoso's IP traffic should be allowed Inbound and Outbound from our two redundant data centers:
Downtown Los Angeles - 220.127.116.11/21
LAX Data Center - 18.104.22.168/22
- HTTP 80 (this is the port used for web browsing in general)
- HTTPS 443 (secure web browsing)
- TCP/UDP 5060 (SIP Signaling)
- UDP 10000 - 20000 (SIP RTP voice traffic)
- UDP 4569 (IAX2 Signaling)
Local Area Network
Wireless networks are not supported as they are prone to packet loss and delays which can cause drops in audio or poor audio quality. You can attempt to use wireless as it can work but if you encounter problems you will need to be connected via Ethernet cable before any support can be given.
SIP ALG (Application Layer Gateway)
- Usually found in the WAN settings of some routers if this feature is available it must be disabled. SIP ALG causes the router to handle SIP packets differently than normal which leads to incompatibility with service.
- All QoS settings regarding VoIP should be disabled as it will cause the router to assign priority to voice traffic and slow down data that is constantly updating the client web page.
- If your work stations are connected to a router that is connected to another router before connecting to the internet you have a double NAT environment and this causes VoIP services to not function correctly. You must ensure that you only have one router on the network to avoid this.
The following settings need to be opened to our network of 22.214.171.124/21 and 126.96.36.199/22
Enable support for SIP Protocol (port 5060) or IAX2 protocol (port 4569)
- SIP and IAX2 protocols are used to emulate phone functionality such as dial tone, key presses, placing and receiving calls and connecting or registering with the SIP server. (It does not handle voice traffic)
Port Forwarding / Triggering
- Must not have any settings that are forwarding or triggering to port 5060.
- If there are any settings in the firewall that are redirecting port 5060 the soft phones will be unable make proper communication with our servers.
- Must not have any settings that specifically block SIP protocol or port 5060 in the firewall configuration.
- Usually found in the VoIP settings of some firewalls this is a similar feature to SIP ALG found on some devices that must be disabled if it is available on your firewall. SIP Transformations causes the router to handle SIP packets differently than normal which leads to incompatibility with service.
Enable Support for RTP Protocol
- RTP is the protocol that handles the voice packets that are transmitted while the agent is in call.
- Found only on Cisco ASA devices a SIP Inspection policy must be enabled for the firewall to correctly hand off SIP sessions to RTP so that voice can be transmitted.
- Usually found in the VoIP settings of some firewalls this feature allows the hand off of SIP to RTP (Voice Traffic) that allows RTP packets to pass through the firewall. This feature must be enabled.
Other VoIP Services: Must not have other VoIP services (Magic Jack, Skype) running on any system while the Cloud Contact Center Agent Interface is in use as they can cause a conflict.
High Speed Internet: There are many options for business-class high-speed internet including DSL, Cable, fiber-optic, T1. However, not all of these connections are right for VoIP service, so it's important to choose the right service for your business needs. Please Note: Wireless internet service providers are usually not a good choice for VoIP service because the transmission is not always strong and consistent. This can result in poor sound quality. DSL, Cable, Fiber, and T1 connections deliver the clearest connection for VoIP service.
Compatible Routers: In a VoIP network, a router is essential. The router should be the first thing plugged in after your modem. It will create a private internet network for all the equipment attached to it. Please be aware that some routers on the market are simply incompatible with SIP based VoIP traffic. It is a good idea to review the Router Compatibility Guide for both compatible and incompatible equipment.
Multiple Routers: Having multiple routers on your network is often problematic for VoIP (and can result in you being unable to receive a phone call). There are various reasons for this, but to summarize, routers do many jobs. Some of these jobs can have an explicit impact on VoIP traffic in particular. The more routers, the more likely one of them will affect your VoIP system.
Modem/Router Combinations: It is not uncommon for a DSL or cable provider to use a modem with a router built in. If you have your own router as well, this may cause problems. As a solution, the modem/router combination can often have the router portion disabled. This is called "bridging." You would need to contact your internet service provider (ISP) to do this. Please also be aware that often times these modem/router combination devices are for home internet use and cannot handle the increased traffic of a business environment.
Firewall Configuration: Most routers include a firewall, which is a filter that blocks traffic that should not be allowed in or out. For smaller offices with off-the-shelf routers, these firewalls may need to be modified or turned off. On enterprise level equipment, certain rules may need to be added to allow Safesoft Solutions' traffic to flow through.
Recommended Browsers: The Dialer will only work on either Chrome or Firefox browser.