Technical Requirements for Contact Center

These specs represent the minimum requirements to run Contact Center.

These specs do not account for other applications, services, or programs utilizing computing resources.

Computer Requirements

Processor: 3.0 GHz Intel Core i7 or better / Apple M1 or better

RAM: 8GB

Free Space: 20 GB or 10% of main drive. SSD drives are recommended for maximum performance.

USB Port: 3.0 (at least 1 free)

OS: Windows 10 or newer, Mac OS Catalina or newer. ChromeOS is no longer supported as of January 1, 2024

Internet Connection: Wired

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"), disconnected calls, and/or unreliable performance. For example, Frequent Agent Disconnections due to 100% Disk Usage
Underpowered computers may also result in a terminated connection, Lost Connection with Ytel Data Center error message, and/or Webphone disconnection.

Operating Systems

Windows 10 or newer, Mac OS Catalina or newer

Note: Anti-Virus, Firewall, VPN, or other software-based system monitoring utilities may cause unintended performance issues and may need to be adjusted and/or disabled.

Ytel does not recommend or support ChromeOS
Ytel does not recommend or support Chromebooks or Chromeboxes.
Ytel does not recommend or support Microsoft Surface devices.
Ytel does not recommend or support the use of "thin clients".

Internet Browsers

Google Chrome is the recommended and preferred browser.

Mozilla Firefox is a supported browser.

Ytel does not provide support for Microsoft Edge, Apple Safari, or other 3rd party browsers.

Ytel recommends always using the latest browser version.

Ytel recommends a periodic clean/clear of all cache & cookies.

Softphones

Contact Center does not support the use of software based phones aka 'Softphones' (Eg. Zoiper).

All agents using Contact Center must use the browser based agent interface and the accompanying webphone included with the interface.

Hardphones

Contact Center does not support the use of physical phones aka 'hard phones'.

All agents using Contact Center must use the browser based agent interface and the accompanying webphone included with the interface.

Headsets

We recommend a quality, wired USB headset from such brands as Logitech, Plantronics, Panasonic, or Jabra. We recommend features like: noise cancellation, in-line or on-ear audio controls, and mute functionality.

Ytel does not recommend or support Bluetooth, wireless, or analog headsets with a "traditional" mini-pin connector (including mini-pin-to-USB adapters). For additional information, please view our article discussing the limitations of Wireless Headsets and USB I/O
Ytel does not recommend or provide support for third party noise cancellation applications (ie. Krisp, ByeNoise, IRIS Clarity, and others). These applications cause overhead on the CPU, which can lead to dropped calls, agents being pushed to pause, and other unwelcome performance degradation.

Network Equipment

For optimal performance, a clean, high-speed, commercial grade, wired ethernet network is required.

Ytel recommends enterprise grade telecommunications equipment - we suggest Juniper, Cisco, or Ubiquiti.

Ytel does not recommend or support network hubs.
Ytel does not recommend or support wireless networking (Wi-Fi).
Ytel does not recommend or support unmanaged switches, or managed switches which cost less than $500.

Firewall

If possible, enable QoS for voice traffic
Ytel recommends allowing/enabling ICMP requests from our network to yours. (For optimal results, we employ remote non-intrusive diagnostic and monitoring tools that rely on ICMP.)

IP Ranges

208.74.136.0/22
208.94.32.0/22
2604:4700::/32

Bandwidth

1 Mbps per agent on your network, dedicated to Ytel traffic exclusively
- Ie. 500 agents = 500 Mbps dedicated to Ytel traffic
Internet connection must be fully symmetrical (Ie. 500Mbps up/down)

Ytel's web interface and softphone combined will consume approximately 500-1000 Kbps running WebRTC.

The Ytel Contact Center Administrator and Agent interfaces require uninterrupted communication between your workstations and our data centers.

Troubleshooting VoIP Call Quality Issues by Restricting Public Internet Traffic (with backup)

Residential "Work-From-Home" Agents

30 Mbps Down / 10 Mbps Up
Wired Ethernet Connection (Wi-Fi is not supported)
Wired USB Headset, with microphone
No other applications or programs utilizing bandwidth (Netflix, Youtube, Spotify, etc.)
No other applications running which require the use of the microphone (Skype, Zoom, Teams, etc.
Verify WebRTC connectivity via webphone.ytel.com. Click "Start" and verify two-way audio.
Software based anti-virus/monitoring tools (McAfee, Avast, Norton, etc.) may have unintended performance impacts.
- It is strongly recommended any software based monitoring tools be configured to exclude Ytel, or be disabled if performance becomes impacted.

Internet Service Provider

We recommend against using "consumer grade" Internet providers/equipment.

Ytel does not recommend or support Wireless (Wi-Fi), Microwave, or Satellite (Ie. StarLink) internet service providers.
Ytel does not recommend or support use of a "wireless hotspot".
Ytel does not recommend or support use of a "5g wireless" provider.
Ytel does not recommend or support use of a public wi-fi (Ie. Starbucks, Airport, Library, etc.)

Advanced Assistance

Ytel's Professional Services and Engineering teams have over 80 years combined experience in telecommunications and are always happy to discuss your specific needs and help develop a custom solution.

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