Technical Requirements for Contact Center
Processor: 3.0GHz Intel Core i5 or better
Free Space: 20GB or 10% of main drive
USB Port: 3.0 (at least 1 free)
OS: Windows 10, MAC OS Catalina
Wired Internet Connection (aka wired ethernet connection)
Note: Using a faster computer will provide a more reliable connection when non-Ytel programs (Ie. your CRM or other web applications) use system resources heavily. Underpowered computers can exhibit choppy audio (“jitter”) that may result in a terminated connection or Webphone disconnection.
Mac OS Mojave or newer, Windows 10 or newer, or ChromeOS*.
Note: anti-virus, firewall, or other software-based system monitoring utilities may cause unintended performance issues and may need to be adjusted and/or disabled.
*ChromeOS requires the use of a wired USB headset. While Bluetooth headsets are supported on certain Chromebook/Chromebox models - the headsets must work natively and not require 3rd party drivers/software. Ytel recommends you use a wired USB headset for best performance. In addition, while Ytel produces and services do work on a variety of Chromebook & Chromeboxes, not all makes, models, or manufacturers are supported. Ytel offers no guarantees regarding the functionality of its services on Chromebooks or Chromeboxes.
Note: Click above links to download/update your browser(s).
If you haven’t updated to the latest browser version and cleared your browser cache & cookies, there may be performance degradation with products that use the Ytel Webphone.
We recommend clearing all components of your cache, except for stored passwords. Here’s how to clear your cache:
- Chrome: https://support.google.com/accounts/answer/32050?hl=en
- Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
We recommend a quality, wired USB headset from such brands as Logitech, Plantronics, Panasonic, or Jabra. Look for features like:
- Noise cancellation
- In-line or on-ear audio controls
- Mute functionality
Ytel does not recommend Bluetooth, wireless or analog headsets with a "traditional" mini pin connector.
A clean, high-speed network is required.
Ytel recommends enterprise grade telecommunications equipment. Avoid "consumer grade" or ISP supplied routers. We suggest Juniper, Cisco, or Ubiquiti.
Network hubs are not recommended. Switches costing $250 or less are generally not recommended.
Create firewall rules to open ports to/from Ytel.
Recommended to have 5060 and 5061 fully open.
*Note: Work-From-Home agents may need to speak with their ISP to make these adjustments to their equipment.
- Allow all traffic from your network to ours (TCP & UDP)
- Allow all traffic from our network to yours (TCP & UDP)
These are our IP addresses in case you want to adjust your firewalls:
Note: We employ remote non-intrusive diagnostic and monitoring tools that rely on ICMP. For best performance, please enable on your end.
10 Mbps per agent on your network
Example: 50 agents = 500 Mbps*
Running Ytel Contact Center at minimum recommendations requires an expert network administrator to shape traffic. Ytel’s web interface and softphone combined will consume approximately 500-1000 Kbps running WebRTC.
The Ytel products and services require uninterrupted communication between your workstations and our data centers.
*Note: Internet speed needs to be symmetrical.
RESIDENTIAL "WORK-FROM-HOME" AGENTS
30 Mbps Down
10 Mbps up
Wired Ethernet Connection
Wired USB Headset with Microphone
No other applications or programs utilizing bandwidth on the network (Ie. no Netflix streaming or YouTube videos)
No other applications which require the use of the microphone (Ie. Skype)
Ports 5060 and 5061 open on the router/firewall. This may require the ISP to make adjustments to their equipment.
*Note: Software based anti-virus/monitoring tools (Ie. McAfee, Avast, or Norton) can have unintended performance impacts. It is strongly recommended any software based monitoring tools be disabled prior to utilizing Ytel products and services.
Setting Up New Workstations
Verify WebRTC connectivity by using our echo test at webphone.ytel.com. Click the “Start” button and verify there’s two-way audio.
Internet Service Provider
Ytel operates a redundant network using BGP. Our Asynchronous System number is 53591.
We use such providers as:
- NTT America
- Internap (INAP)
- Level 3
- Hurricane Electric
- Public and private peering
If you are unable to establish business services with one of the named providers, choose a reputable provider with a direct connection to one of our preferred providers. We recommend against using consumer grade Internet providers.
Please be advised that WIRELESS, MICROWAVE, or SATELLITE systems are not supported by Ytel.
Using your mobile phone as a wireless hotspot is neither recommended nor supported.
Wireless hotspot devices and public internet hotspot connections are not supported.
Need Advanced Help?
Ytel’s engineering team has extensive telecommunications experience and is dedicated to providing industry leading support.
Email us at firstname.lastname@example.org or call at 800.382.4913