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Try to refresh the page Home Spaces Apps Templates Create VONAGE CONTACT CENTER PRODUCT DOCUMENTATION Overview Space shortcuts Technical prerequisites Pages Vonage Contact Center Vonage Contact Center Admin Portal Overview of Vonage Contact Center Admin Portal • Vonage Contact Center Admin Portal FAQs Configuring Vonage Contact Center Using the Vonage Contact Center Admin Portal Vonage Contact Center reference • Account user role permissions • E.164 format • Guidelines for choosing headsets • Inbound call rates for 084x and 087x numbers Technical prerequisites • Firewall configuration • Supported protocol versions and cipher suites • Time zones in the Vonage Contact Center Admin Portal • Tracked actions ContactPad ContactHub Virtual Queues Dashboards Real Time Interaction Architect Interaction Plan Management Stats and Reports Data Retention User Admin API Admin Interaction Content Call Logging Data Source Mappings • Customer Support Guide Vonage Contact Center APIs Vonage Contact Center products Vonage Contact Center integrations Product updates Archived pages 1. Vonage Contact Center Product Documentation 2. … 3. Technical prerequisites restrictions.empty Jira links FIREWALL CONFIGURATION * Created by Helen Griffith Last updated: Apr 13, 2021 FIREWALL CONFIGURATION In this section * 1Ports * 1.1Outbound * 1.2Inbound * 2Virtual private network (VPN) * 3Using URL allowlisting (recommended) * 3.1Inbound VCC traffic * 3.2WebRTC * 4Using IP allowlisting * 4.1Outbound VCC traffic * 4.2--Amazon Web Services (AWS) * 4.3Inbound VCC traffic * 4.4Amplitude * 4.5Cloudfront * 4.6NewRelic * 4.7WebRTC Version history Expand | Collapse Version Date Comment Current Version (v. 9) Apr 13, 2021 12:48 Helen Griffith v. 8 Apr 13, 2021 12:47 Helen Griffith v. 7 Mar 15, 2021 08:52 Helen Griffith Added *nexmo.com to list of URLs to allowlist v. 6 Dec 15, 2020 10:51 Helen Griffith Added version history section v. 5 Oct 28, 2020 14:35 Helen Griffith v. 4 Oct 19, 2020 13:23 Helen Griffith v. 3 Oct 15, 2020 06:46 Helen Griffith Removed ambiguous and superfluous sentence from Cloudfront section v. 2 Oct 14, 2020 10:35 Helen Griffith Fixing typo in Amplitude URL v. 1 Sep 28, 2020 13:11 Helen Griffith You must read this entire section to ensure that you configure your firewall correctly. We recommend adding the appropriate URLs and IP addresses to any firewall rules that restrict employee access, and we request that you treat Vonage Contact Center as a business critical application. By this, we mean optimizing and prioritizing IP traffic to Vonage Contact Center over other non-critical traffic. This is to ensure real-time responses to agent requests (call steering buttons, call transfers, hold requests, and so on). You should also review any IP packet inspection or local caching policies to optimize the user experience. PORTS OUTBOUND All outbound traffic requires TCP port 443 (HTTPS). Responses are sent to a range of ephemeral ports. This requirement applies to: * VCC traffic, regardless of whether you use URL or IP allowlisting * VCC APIs * WebRTC traffic (see WebRTC sections later in this page for information about other ports required for WebRTC traffic) * All other third-party traffic (Amplitude, Cloudfront, and NewRelic) SFTP access to call recordings requires TCP port 22. INBOUND All inbound traffic requires access to destination TCP port 443 (HTTPS) on our servers to establish a connection. Responses are sent to a range of ephemeral ports. VIRTUAL PRIVATE NETWORK (VPN) We recommend using a split tunnel configuration to ensure that traffic—especially voice traffic—to Vonage services is routed directly from the end user to our platform and not through a VPN. We do not recommend tunneling voice connectivity through a VPN tunnel due to the potential adverse effect on voice quality. -------------------------------------------------------------------------------- USING URL ALLOWLISTING (RECOMMENDED) Add the following URLs to your allowlist: * *.newvoicemedia.com * *.api.newvoicemedia.com * *.contact-world.net * api.amplitude.com * bam.nr-data.net * js-agent.newrelic.com * *.nexmo.com You must also add the IP addresses specified in the following sections to your allowlist: INBOUND VCC TRAFFIC Inbound IP addresses are used when Vonage Contact Center interacts with an external system where IP allowlisting is in place. Such systems include Salesforce; a customer-owned, or managed, server or service; and other cloud provider services. VCC Region IP addresses (inbound) EMEA 194.140.251.0/24 194.140.252.0/24 54.72.166.15 54.72.144.185 3.10.100.255 35.177.29.140 3.126.229.159 18.184.245.197 USA 54.208.98.242 54.209.40.204 54.219.131.57 54.219.131.71 APAC 54.252.173.50 54.252.187.75 54.254.137.133 54.254.157.106 WEBRTC Your firewalls should allow inbound and outbound traffic as specified in the following list: <br/> Also you must add all the IP addresses listed in the following pages: * https://www.twilio.com/docs/stun-turn/regions * https://www.twilio.com/docs/voice/client/javascript/voice-client-js-and-mobile-sdks-network-connectivity-requirements If your agents use VPN clients, you must also add *.nexmo.com to your allowlist; failure to do so may result in agents not being able to use WebRTC. Where relevant, you must also add *.nexmo.com to your VPN client's proxy bypass list and then restart your agents' clients. -------------------------------------------------------------------------------- USING IP ALLOWLISTING If your firewall does not support URL or DNS allowlisting, add the following IP addresses for your region to any existing firewall permissions. OUTBOUND VCC TRAFFIC Outbound IP addresses Outbound IP addresses are used for standard web access, for example, agents and supervisors accessing Vonage Contact Center applications. All customers will need to allow outbound IP addresses. If your firewall does not support URL/DNS allowlisting, add the following IP addresses for your region to any existing firewall permissions: VCC Region IP addresses (outbound) EMEA 194.140.251.0/24 194.140.252.0/24 35.178.30.136 3.11.193.198 3.126.22.243 3.121.175.40 USA107.23.216.122 18.208.11.69 54.176.97.247 54.176.165.234APAC13.236.101.83 13.55.214.98 52.74.111.52 52.77.102.86 --AMAZON WEB SERVICES (AWS) Most of VCC uses Amazon Web Services (AWS). Add the IP addresses for your region as described in the following page: https://docs.aws.amazon.com/general/latest/gr/aws-ip-ranges.html. This list of addresses is subject to change. There might be multiple AWS regions associated with your VCC region: VCC regionAWS region IDAWS region nameEMEA eu-central-1Frankfurt eu-west-1Dublin eu-west-2LondonUSA us-east-1North Virginia us-west-1North California us-west-2OregonAPAC ap-southeast-1Singapore ap-southeast-2Sydney INBOUND VCC TRAFFIC Inbound IP addresses are used when Vonage Contact Center interacts with an external system where IP allowlisting is in place. Such systems include Salesforce; a customer-owned, or managed, server or service; and other cloud provider services. VCC Region IP addresses (inbound) EMEA 194.140.251.0/24 194.140.252.0/24 54.72.166.15 54.72.144.185 3.10.100.255 35.177.29.140 3.126.229.159 18.184.245.197 USA 54.208.98.242 54.209.40.204 54.219.131.57 54.219.131.71 APAC 54.252.173.50 54.252.187.75 54.254.137.133 54.254.157.106 AMPLITUDE Add the IP addresses specified in the following page to any existing firewall permissions: * https://help.amplitude.com/hc/en-us/articles/360024419152 CLOUDFRONT Add the IP addresses specified in the following page to any existing firewall permissions: * http://d7uri8nf7uskq.cloudfront.net/tools/list-cloudfront-ips. Inbound addresses The IP addresses are all inbound addresses. NEWRELIC Add this range of IP addresses—162.247.240.0/22—to any existing firewall permissions. Inbound addresses The IP addresses are all inbound addresses. WEBRTC Your firewalls should allow inbound and outbound traffic as specified in the following list: <br/> Also you must add all the IP addresses listed in the following pages: * https://www.twilio.com/docs/stun-turn/regions * https://www.twilio.com/docs/voice/client/javascript/voice-client-js-and-mobile-sdks-network-connectivity-requirements If your agents use VPN clients, you must also add *.nexmo.com to your allowlist; failure to do so may result in agents not being able to use WebRTC. Where relevant, you must also add *.nexmo.com to your VPN client's proxy bypass list and then restart your agents' clients. No labels Documentation feedback If you have trouble understanding any part of this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage Contact Center! Please include the name of the page in your email. Support Loading app... {"serverDuration": 32, "requestCorrelationId": "bb475b20a224564f"}