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00 - Technical Requirements Cloud Contact Center

CONTENTS:

 

Overview

  • We do not support wireless networks for any VOIP application. Use a direct cable connection from  your computer to network switch or router.

Minimum Computer Requirements

  • Processor:  Core Duo, 1.6Ghz or greater
  • RAM: 4GB
  • USB 2.0 Port (at least 1 free for use with USB Headset)
  • Note: This is simply the minimum.  Double the specifications above for best performance.  Example:  Core i3 3.0Ghz processor, 8GB of RAM, and USB 3.0 will deliver a much higher quality of service.  Using a faster computer will also provide a more reliable connection when non-Ytel programs (for instance your CRM or other web applications) use system resources heavily.  
  • Underpowered computers will exhibit choppy audio ("jitter") which result in a disconnected phone connection.

Operating System

linux-mac-pc-small.png

  • The Cloud X Contact Center runs well on Windows, MAC, and even Linux. We require Windows 7(or newer) and MAC OS X 10.7+ 

Internet Browsers

Please note Ytel supports the latest version of both Google Chrome and Mozilla Firefox. Ytel products including those utilizing the Ytel WebRTC webphone were specifically built to function with the latest versions (Chrome 56, Firefox 50.0.1)

If you have not yet updated to the latest version of these browsers and cleared your browser cache, there may be performance degradation with products utilizing the Ytel WebRTC Web phone.  

  • Update your Browser to the latest version
  1. Chrome version 56: https://support.google.com/chrome/answer/95414
  2. Firefox 50.0.1:  https://support.mozilla.org/en-US/kb/update-firefox-latest-version
  • Once the update is complete, you must clear your browser cache. You must clear ALL components of your cache (exception is stored passwords).  
  1. Chrome How to: https://support.google.com/accounts/answer/32050?hl=en
  2. Firefox How to:  https://support.mozilla.org/en-US/kb/how-clear-firefox-cache

Headset Recommendations*

  • We recommend the Logictech H530 or comparable headset  This headset features dual earphones, noise cancelling, and an easy to use mute button. It can be purchased at the following:
  • Note: While you do not have to use the Logictech H530 We strongly advise using some form of USB wired headset as opposed to a wireless one.  Wireless headsets often run out of batteries and can be prone to interference in call center environments. It is also important to note that we recommend a "USB" headset and not a headset with a mini pin, as that is an analogue input type.

 

Anti Virus Software (Not Recommended)

  • Security and Anti Virus software such as Windows XP/Vista/7 Firewall, Norton, Zone Alarm, etc. can interfere with sip traffic.  Make sure to add an exception when prompted if it displays a warning about sip/voip traffic. However, it is recommended this security be disabled.  If you are using Google Chrome and Ytel Webphone you should not have a problem since the traffic is based on the standard protocol WebRTC, which is known to bypass these types of security measures.

 

Routers

Please see this list for routers that are compatible with Ytel

 

Network Switches

  • Network HUBS are not recommended.
  • Low Budget Linksys and other switches costing $250 or less are generally not recommended.
  • We recommend the Cisco 3500 series for small to medium size offices.  
  • For 10/100 Networks, set SWITCH and COMPUTER to 100/FULL.  Do not use AUTO NEGOTIATE.  All Gigabit networks are FULL DUPLEX and will not need this setting.

Firewall

  • Check firewall model for SIP compatibility.
  • Create firewall rules to open ports to/from Ytel (call tech support for your server IP ranges)
  • Easy Setup
    • Allow all traffic from your network to ours (TCP & UDP)
    • Allow all traffic from our network to yours (TCP & UDP)
  • Advanced Setup
    • Allow TCP port 80 from your network to ours
    • Allow UDP ports 843, 4000, 5060, 5080, 61613 from our network to yours
  • Packets Per Second
    • G711 typically consumes 50 packets per second.  Please be sure your network switches, firewalls, routers, and any other network equipment far exceeds the packet per second requirements of your network.  For more information on packets per second, please read this cisco technical article.

Bandwidth

  • Best : 1 megabits per person on your network.   Example:  50 people in office with computers = 50 Mbps (commonly said as 50 megs)
  • Good : 200 kilobits per agent.  Example:  50 agents = 10 Mbps (commonly said as 10 Megs).  Requires advanced network administrator to shape network traffic. 
  • Minimum : 100 kilobits per agent.  Example:  50 agents = 5 Mbps (commonly said as 5 Megs) Requires expert network administrator to shape traffic.  Details:  Our web interface will consume approximately 10 kilobits per second and our softphone will consumer 87 kilobits per second running the g711 voip protocol.  Together this equates to a minimum of 88 kilobits per second.  In special cases we have designed lower bandwidth needs especially for very remote call centers. 
  • Before starting new employees (at home or in a office) we recommend the following checks:

  • The first test we would recommend would be a VoIP Test — http://myspeed.visualware.com/indexvoip.php
    • The VoIP test is a good way to test for potential problems before they occur. If it’s a new client or member of staff it is advisable to have them run this test. If it’s a client calling from outside of the US, it is a must to have them run the test. It will not find any temporary issues, but it will give you something to gauge where next to look. If the report comes back great, then run WinMTR. If the test comes back bad, then the client or new member of staff needs to find ways to fix the issues that have presented themself. If the test results comes back neutral (so-so) then that result plus the occasional issue on WinMTR would spell problems. Again, VoIP test gives you more of a basis to determine how susceptible to problems the client or new member is. And this test is very easy to run with easy to read results.
    • As mentioned above next is WinMTR WinMTR is used for establishing Multiple Traceroutes and can be downloaded here:http://winmtr.net/
    • WinMTR has a separate blog wrote about it, and for a more complete picture I suggest reading that blog. As a general guide though, WinMTR is a highly recommended tool, but is generally most useful when established users suddenly develop a problem, rather than being a tool to be a sole means of testing for new users. It is a very useful tool to have in your tool bag, and a highly recommended MUST for all users.
    • Finally we come to bandwidth testing, this can be tested at http://www.speedtest.net/.
    • This tool of the trio is probably the least useful of the three. Its primary use would be if you are trying to run numerous agents from a single location. That being said its still a handy tool to keep in mind for such situations.
    • Allowing agents to stream audio/video on your network IS NOT recommended
  • A common misconception is VOIP is not reliable.  This is simply not true.  Truth is most telephone calls you make today (even over a landline) are converted to VOIP at the carrier level.  The main reason VOIP has been mislabeled as unreliable at the business/consumer level is because of improper configuration and lack of quality equipment.
  • Technical details:  VOIP is UDP.  This means that packets are sent/received from our servers to your computers.  If a packet is not received in time the packet is skipped.  This is what normally causes the "jitter" sound in VOIP audio.  In comparison, a VIDEO/AUDIO packet uses TCP.  If a packet is missed, the TCP protocol retransmits the packet and the user often never notices.  
  • For international customers or sites where bandwidth is limited, Ytel offers the g729 codec at a cost of $54 per agent (one-time).  This license is perpetual as long as you maintain service with Ytel.

Internet Service Provider

  • Ytel operated a redundant network using BGP.   Our Asynchronous System number is 53591
  • To find the best route to Ytel please work with an experienced network technical to determine the route Internet Smart Support to determine which data center your primary instance resides in.  Then choose one of the providers below.
    • Ytel West is directly connected to:  Verizon, Level 3
    • Ytel East is directly connected to: Cogent, Level 3
  • If you are unable to establish business services with one of the providers above we suggest choosing a reputable Internet provider that has direct connection to one of our preferred providers.  Your network administrator can open a ticket with Ytel to determine this information.
  • Other known providers we have had success with include:  Cox Communications & Hurricane Electric
  • Providers we have had issues include:  Cogent (only during high saturation of VOIP traffic, resolve by allocating additional bandwidth), Telepacific, Time Warner, and Comcast.
  • Please be advised that any WIRELESS, MICROWAVE, or LASER systems are highly discouraged and not supported by Ytel, Inc.

 

Port Tester

  • Download this .jar file (Attached) to make sure all appropriate ports to run the Ytel system are open
 

Need advanced help?

  • At the core of our team you will find engineers previously employed at IBM, AT&T, and PEROT systems.  On top of our credentials, you will find real people that want to help. 
  • Get advanced help by e-mailing support [@] ytel.com
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Comments

  • Avatar
    Nick

    List of Comcast Supported Cable Modems - http://mydeviceinfo.comcast.net

  • Avatar
    Nick

    Simulate a VoIP ping test for MAC/LINUX:  

    **

    sudo ping -i 0.02 -c 1500 -s 270 yourservername.ytel.com**