.LiveVox Minimum Agent and User Requirements vSpring24

This section outlines the prerequisites and system configurations required for each application within the LiveVox application suite to function properly on the agent desktop within your environment. These prerequisites encompass network configurations, supported browsers, operating systems, and more.

Agent Desktop Native

Agent Desktop Native (ADN) is an installable LiveVox application that uses the open-source Web Real Time Communications (RTC) framework and is specifically designed to consolidate the agent's experience in a single view. Before installing ADN, ensure that the following prerequisites are fulfilled: 

• The ADN installation requires a stable internet connection.
• The agent system must meet the software and hardware requirements below.
• There is no browser dependency, so ADN can open in any browser.
• The system must have advanced audio codec Opus for improved audio quality control.
• ADN supports Screen Recording and MS .Net integration features.

Depending on the application used, you might need to modify the subsequent requirements.

Agent Desktop 

You can access the LiveVox Agent Desktop through a web browser using a URL. Agents request a URL link from their managers. A link will be provided based on the domain environments in which the the LiveVox Portal (LVP) is configured. For more information on domain names, see LiveVox IP Address and Domain Names.

Web Audio

Web Audio is a non-proprietary agent connectivity method over supported web browsers using the open-source WebRTC framework. Ensure that the following requirements are met:

• The installation requires a stable internet connection.
• Works natively with supported web browsers; therefore, no installation, extensions, or add-ons are required.
• Requires web audio software installation.
• Advanced audio codec Opus is required for improved audio quality and control.

Web Audio does not support Screen Recording and MS .Net integration features.

You might need to modify the following requirements depending on the overall application used.

LiveVox Communicator

LiveVox Communicator (LVC) is an installable LiveVox application (softphone) that provides voice access to the LiveVox platform. It is a legacy connectivity method that has been superseded by ADN. Ensure that the following requirements are met:

• The installation requires a stable internet connection.
• There is no browser dependency, so LiveVox Communicator can open in any browser.
• The application is pre-configured, so there is no setup overhead.
• Encryption using industry standards for secure connections out of the box.

There are a few limitations with LiveVox Communicator:

• It is not integrated with the agent desktop; therefore, it does not offer a consolidated agent experience in a single view. The agent is required to use two separate applications: LVC for voice and a web browser for the agent desktop.
• Not compatible with Microsoft RDS or Citrix-published applications.
• Does not support Mac or Linux OS.
• Opus codec is not available.
• Does not support Screen Recording or MS .NET integration features.

Depending on the application used, you might need to modify the subsequent requirements.

Session Initiation Protocol (SIP) Trunk

If required, LiveVox can support a SIP trunk connection. A SIP trunk directly connects an in-house telephony system and the LiveVox platform.

A SIP trunk consists of the following requirements:

• Significant setup, configuration, and maintenance overhead.
• Requires experienced resources that are knowledgeable about your network and SIP infrastructure.

The following are a few limitations with the installation:

• Integration with LiveVox depends on the capabilities of the existing telephony system.
• It is not integrated with the agent desktop; therefore, it does not offer a consolidated agent experience in a single view.
• Does not support Screen Recording or MS .NET integration features

Due to many vendors, versions, add-ons, and custom deployments for many of these systems, LiveVox cannot provide configuration documentation.

Depending on the overall application used, you might need to modify the subsequent requirements.

Public Switched Telephone Network (PSTN)

LiveVox can support agent connectivity through the PSTN. LiveVox provides a local number that agents can use to establish a voice session through their local lines. This is typically used as a backup solution when an Internet issue occurs. 

PSTN consists of certain requirements, they are:

• Voice traffic is not routed over the Internet, requiring agents to connect through the PSTN.
• An additional charge is incurred for each minute of connection.

For pricing information, contact your Account Manager.

The following are a few limitations with the installation:

• It is not integrated with the Agent Desktop; therefore, it does not offer a consolidated agent experience in a single view. The agent is required to use a web browser or ADN for Agent Desktop and a desk phone for voice. 
• If ADN is used, access to new features and enhancements that may not be available with other connectivity options is available. That is, ADN supports Screen Recording and MS .Net integration features.
• Screen Recording and MS .Net integration features are not supported if a web browser is used.

Mobile Access to the Agent Desktop

The LiveVox agent desktop supports touchscreen functionality for mobile devices.

Headset Requirements

LiveVox can work with any headset. However, we recommend that you use a model that includes the following features at a minimum:

• USB 2.0+ connection

• No wireless connectivity

• Stereo audio

• Full coverage of both ears (over-the-ear headphones)

• Noise cancelation

• 32000 Hz+ sampling rate

• 16-bit digital audio bit depth

• Automatic gain control

• Hardware muting

Screen Recording Requirements

You need ADN to use the Screen Recording feature. The quality of the recording depends on multiple factors, such as bit rate, frame rate, and the number of screens.

Recommendations

For good-quality screen recordings, LiveVox recommends the following settings.

Bit rate, frame rate, and the number of screens have a direct impact on the bandwidth usage of ADN.

Examples

A chart representing the bandwidth usage of screen recording with different configurations for one screen is as follows.

A chart representing the bandwidth usage of screen recording with different configurations for two screens is as follows.

Impact of ADN 7.3.0 on Virtual Environments

ADN and its functionalities are available in virtual environments, such as Microsoft Remote Desktop Protocol (RDP) and Citrix. However, it is important to verify the impact of CPU usage on the hosts, especially if you are using the Screen Recording feature, which is a resource-intensive process. Some of the results from our test lab for different configurations are as follows.

Microsoft Remote Desktop Protocol

Test information

• Host: Windows Server 2016
• RAM: 16 GB
• CPU: 2 x Intel Xeon E3-1230 v6, 3.5 GHz, 1 core per socket
• Frame Rate: 30 FPS
• Bit Rate: 1024 Kbps

Impact of CPU Usage for Screen Recording on Virtual Environments

Server Infrastructure - Domestic and International

To run your product on sites in multiple geographical locations, some ports, IP addresses, and domains must be white listed on your network. Contact LiveVox Customer Care for more information.