To ensure the normal operation of the LiveVox applications on the Agent and User Portals, the computers used by your agents and users, and your data network must conform to the minimum requirements that are outlined in this document.

To understand the personas that use the LiveVox User Portal, see the User Roles and Permissions section of the Product Documentation.

Terminology

Term

Description

Agent

The end user of the LiveVox Agent Desktop.

Agent Desktop

The customizable agent view of the variable customer information, Automatic Call Distributor (ACD) tools, and disposition codes. Different service types, such as HCI and Preview, may have different Agent Desktops.

The Unified Agent Desktop (UAD) is an Agent Desktop that, when configured, will expand to display the agent pane and additional widgets within the same window.

Bandwidth

The amount of data that can be transmitted in a fixed amount of time.

Clicker HCI Agent

The agent who is signed in to the Human Call Initiator (HCI) service for manually selecting and launching calls from the HCI Agent Desktop.

  • Clicker agents do not use an audio connection.
  • No additional bandwidth is required for clicker HCI agents.

Codec

A device or a computer program for encoding or decoding a digital data stream or signal. 

Datagram Transport Layer Security (DTLS) Protocol A communications protocol for protecting data privacy and preventing eavesdropping and tampering. 

Human Call Initiator (HCI) Service

A service in which an agent (that is, a clicker agent) manually launches a call.

If a customer answers the call, the call is routed to the closest agent, who speaks with the customer. 

Real-time Transport Protocol (RTP) A network protocol for delivering audio and video over IP networks.
Request for Comments  (RFC) A formal document from the Internet Engineering Task Force (IETF) that is the result of committee drafting and subsequent review by interested parties. 
Transport Layer Security (TLS) ProtocolA common security protocol for facilitating privacy and data security for communications over the Internet. 

User

The end user of the LiveVox Portal (LVP), who can be assigned different roles with distinct permissions.

For more information, see the User Roles and Permissions section of the User Hub.

Voice over Internet Protocol (VoIP)

A methodology and group of technologies for delivering voice communications and multimedia sessions over Internet Protocol (IP) networks.

Web Real-Time Communication (Web RTC)

A method for delivering voice and other forms of communication that are embedded directly into a web page.

The technologies behind WebRTC are implemented as an open web standard and available as regular JavaScript APIs in all major browsers. For native clients, such as Android and iOS applications, a library is available that provides the same functionality. The WebRTC project is open-source and supported by Apple, Google, Microsoft, and Mozilla, among others.

Minimum Agent Requirements

LiveVox supports the following agent connectivity methods:

Agent Desktop Native (ADN)

Agent Desktop Native (ADN) is an installable LiveVox application that utilizes the open-source WebRTC framework and is specifically designed to consolidate the agent's experience in a single view. It offers the following benefits:

  • Ease of Use (tick)
    • Easy to install at any location with a public Internet connection.
    • Software only—no additional licensing cost and specialized equipment required.
    • No setup overhead—the application is pre-configured and fully customizable.
    • Native encryption using industry standards for secure connections out of the box.
    • Flexible connectivity with no browser dependency.
    • Uses the advanced audio codec Opus for improved audio quality and control.
  • Feature Rich (tick) 
    • Offers access to new features and enhancements that may not be available with other connectivity options. That is, ADN supports Screen Recording and MS .Net integration features.

ADN allows you to use third-party resources that may increase the overall resource consumption. Remember to consider this when estimating bandwidth and system requirements. 

Hardware

Processor

2 GHz or faster 32-bit (x86) or 64-bit (x64)

RAM

1 GB

Display

Minimum resolution of at least 1024 x 768 pixels

Peripherals
  • 100/1000 Mbps network adapter
  • 16-bit sound card or an equivalent sound device (separate or built-in)
  • Good-quality, noise-canceling USB headphones with a microphone

Software

Operating System
  • Linux Debian LTS 10
  • Mac OS X 10+
  • Windows 8.1, 10, 11
Environment
  • Citrix
  • Windows Server 2012R2
  • Windows Server 2016

Security

SIP/HTTPS

TLSv1.2

RTP
  • AES-128-CM
  • SHA1-80

Network

Codec

Opus

Codec Bandwidth
  • Can scale from low bitrate narrowband speech to very high-quality stereo music with bitrates from 6 kb/s to 510 kb/s depending on network conditions
  • Expected average usage ~ 25+ Kbps 
Web Traffic and Voice Bandwidth

80 Kbps (55 Kbps for data + 25 Kbps for voice) based on average traffic

Agent Desktop 

You can access the LiveVox Agent Desktop through a web browser using a URL. 

Check with your manager for the URL that is specific to your organization (for example, https://portal.na3.livevox.com/<Client Code>/AgentLogin).

Specification Type

Agent Panel

HCI

Agent Queue

CRM

Agent Processor

256 MHz

2 cores (when CRM is enabled for a better experience).

256 MHz128 MHz4 cores 2.0 GHz or faster.

Display

A screen with a resolution of at least 1024 x 768 (Agent Panel only).

For a better experience, use 1366 x 768 (when Extended Panel or CRM is enabled).

A screen with a resolution of at least 1024 x 768.

A screen with a resolution of at least 1024 x 768.

For a better experience use 1366 x 768.

A screen with a resolution of at least 1024 x 768 (Agent Panel only).

For a better experience, use 1366 x 768 (when Extended Panel or CRM is enabled).

Network Capabilities

Minimum bandwidth of 100 kbps.

  • ADN + Screen Recording
    • The minimum upstream bandwidth should be 300 kbps.
    • For optimal results, the upstream bandwidth should be more than 500 kbps.
Minimum bandwidth of 100 kbps.Minimum bandwidth of 100 kbps.Bandwidth should be more than 500 kbps.

Operating System

  • Ubuntu Linux 14.04 or later versions
  • Mac OS X
  • Windows 7, 8, or 10
  • Ubuntu Linux 14.04 or later versions
  • Mac OS X
  • Windows 7, 8, or 10

  • Ubuntu Linux 14.04 or later versions
  • Mac OS X
  • Windows 7, 8, or 10
  • Ubuntu Linux 14.04 or later versions
  • Mac OS X
  • Windows 10 

RAM

512 MB

2 GB (when CRM is enabled for a better experience).

512 MB512 MB2 GB or more

Supported Browsers

  • Firefox (latest version)
  • Google Chrome (latest version)
  • Microsoft Edge (latest version)
  • Safari
  • Firefox (latest version)
  • Google Chrome (latest version)
  • Microsoft Edge (latest version)
  • Safari
  • Firefox (latest version)
  • Google Chrome (latest version)
  • Microsoft Edge (latest version)
  • Safari
  • Firefox (latest version)
  • Google Chrome (latest version)

Web Audio

Web Audio is a non-proprietary agent connectivity method over supported web browsers using the open-source WebRTC framework.

  • Ease of Use (tick)
    • Works natively with supported web browsers; therefore no installation, extensions, or add-ons are required.
    • Easy to access at any location with a public Internet connection.
    • Software only—no additional licensing cost and specialized equipment required.
    • No setup overhead—it is a web application.
    • Native encryption using industry standards for secure connections out of the box.
    • Uses the advanced audio codec Opus for improved audio quality and control.
  • Feature Rich (warning)
    • Is browser-dependent.
    • Does not support Screen Recording and MS .Net integration features.

Hardware

Processor

1 GHz or faster 32-bit (x86) or 64-bit (x64)

RAM

2 GB

Display

Minimum resolution of at least 1024 x 768 pixels

Peripherals
  • 100/1000 Mbps network adapter 
  • 16-bit sound card or an equivalent sound device (separate or built-in)
  • Good-quality, noise-canceling USB headphones with a microphone

Software

Operating System
  • Linux
  • Mac OS X 10+
  • Windows 7+
Environment
  • Citrix
  • Windows Server 2012R2
  • Windows Server 2016
Browsers
  • Google Chrome (latest version)
  • Microsoft Edge (latest version)
  • Mozilla Firefox (latest version)

Security

SIP/HTTPS

TLSv1.2

RTP
  • AES-128-CM
  • SHA1-80

Network

Codec

Opus (a variable rate codec)

Codec Bandwidth
  • Can scale from low bitrate narrowband speech to very high-quality stereo music with bitrates from 6 kb/s to 510 kb/s depending on network conditions
  • Expected average usage ~ 25+ Kbps 
Web Traffic and Voice Bandwidth

80 kbps (55 Kbps for data + 25 Kbps for voice) based on average traffic

LiveVox Communicator (LVC)

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.

  • Ease of Use (warning)
    • Easy to install at any location with a public Internet connection.
    • Software only—no additional licensing cost and specialized equipment required.
    • No setup overhead—the application is pre-configured.
    • Encryption using industry standards for secure connections out of the box.
    • Flexible connectivity with no browser dependency.
    • Not integrated with the Agent Desktop; therefore, 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 Agent Desktop.
    • Not compatible with Microsoft RDS or Citrix-published applications.
    • Does not support Mac or Linux OS.
    • Opus codec is not available.
  • Feature Rich (warning)
    • Does not support Screen Recording or MS .NET integration features.

Hardware

Processor

1 GHz or faster 32-bit (x86) or 64-bit (x64)

RAM

2 GB

Display

Minimum resolution of at least 1024 x 768 pixels

Peripherals
  • 100/1000 Mbps network adapter
  • 16-bit sound card or an equivalent sound device (separate or built-in)
  • Good-quality, noise-canceling USB headphones with a microphone

Software

Operating System

Windows 7+

Environment

Citrix VDI

Security

SIP

TLS v1.2

RTP
  • AES-128-CM
  • SHA1-80

Network

Codec

iLBC

Codec Bandwidth

Expected average usage ~40 Kbps 

Web Traffic and Voice Bandwidth

95 Kbps (55 Kbps for data + 40 Kbps for voice) based on average traffic

SIP Trunk

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

  • Ease of Use (error)
    • Significant setup, configuration, and maintenance overhead.
    • Requires experienced resources that are knowledgeable about your network and SIP infrastructure.
    • Is dependent on the existing telephony system's capabilities for integration with LiveVox.
    • Not integrated with the Agent Desktop; therefore, does not offer a consolidated agent experience in a single view.
  • Feature Rich (warning)
    • Does not support Screen Recording or MS .NET integration features.

Due to a large number of vendors, versions, add-ons, and custom deployments for many of these systems, LiveVox is unable to provide configuration documentation.

Hardware

Vendor

LiveVox can interact with any SIP-capable vendor that adheres to the RFC.

Security

SIP/HTTPS

TLSv1.2

RTP

AES-128-CM, SHA1 80


Network

Codec

G711 ulaw

Codec Bandwidth

80 Kbps (average)

Web Traffic and Voice Bandwidth

135 Kbps (55 Kbps for data + 80 Kbps for voice) based on average traffic

PSTN

If required, LiveVox can support agent connectivity through the Public Switched Telephone Network (PSTN). LiveVox will provide a local number that the agents can use to establish the voice session through their local lines. This is typically used as a backup solution when an Internet issue occurs. 

  • Ease of Use (error)
    • Voice traffic is not routed over the Internet; this requires the agents to have a connection through the PSTN.
    • An additional charge is incurred for each minute of connection.

      For information about pricing, contact your Account Manager.

    • Not integrated with the Agent Desktop; therefore, 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. 
  • Feature Rich 
    • (tick) 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.
    • (warning) If a web browser is used, Screen Recording and MS .Net integration features are not supported.



Software

Operating System
  • Linux
  • Mac OS X 10+
  • Windows 7+
Environment
  • Citrix
  • Windows Server 2012R2
  • Windows Server 2016

Security

HTTPS

TLSv1.2

Network

Web Traffic Bandwidth

55 Kbps for data based on average traffic

Mobile Access to Agent Desktop

LiveVox Agent Desktop supports touchscreen functionality for mobile devices.

Device

Safari

Chrome

Firefox

Android

Not supported

Yes

Yes

Android and Web Audio

Not supported

Yes

Yes

iPad

Yes

Yes

Yes

iPad and Web Audio

Yes

Not supported

Not supported

iPhone

Yes

Yes

Yes

iPhone and Web Audio

Yes

Not supported

Not supported

Minimum User Requirements

Specifications

LVP (Desktop)

Mobile

Tablet


Hardware

Processor

1 GHz or faster 32-bit (x86) or 64-bit (x64)

 N/A

 N/A

RAM

At least 2 GB

At least 1 GB

At least 1 GB

Display

A screen with a resolution of at least 1280 × 1024 pixels

A screen with a resolution of at least 1136 × 640 pixels (300+ PPI)

A 7-inch screen with a resolution of at least 1024 × 768 pixels (300+ PPI)

Peripherals

  • 100/1000 Mbps network adapter
  • 16-bit sound card or an equivalent sound device (separate or built-in)

N/A

N/A



Software



Operating System

  • Mac OS X 10+
  • Windows 7+
  • Ubuntu 14.04+
  • Android 5.1+
  • iOS 10+
  • Windows 8+
  • Android 4.4+
  • iOS 10+
  • Windows 8+

Environment

  • Citrix
  • Windows Server 2012R2
  • Windows Server 2016

Internet Browser

  • Firefox (latest version)
  • Google Chrome (latest version)
  • Internet Explorer 11
  • Microsoft Edge (latest version)
  • Safari 9+
  • Firefox (latest version)
  • Google Chrome (latest version)
  • Safari 600+
  • Firefox (latest version)
  • Google Chrome (latest version)
  • Microsoft Edge (latest version)
  • Safari 600+
NetworkBandwidthAt least 500 KbpsAt least 250 KbpsAt least 500 Kbps

IP and Port Ranges

United States IP Ranges

Data Center

CIDR Format

204.115.206.0–204.115.207.255
204.154.231.0–204.154.231.255

-

204.115.206.0/23
204.154.231.0/24

34.217.139.0–34.217.139.254

34.217.140.0–34.217.140.254

AWS Cloud, US West (Oregon)—US-WEST-2

MPLS/VPN connectivity is hosted through Equinix, Seattle SE3.

34.217.139.0/24

34.217.140.0/24

18.246.80.0/24

18.246.81.0/25

18.246.85.0/24

18.246.86.0/24

18.210.216.0–18.210.216.254

18.210.217.0–18.210.217.254

AWS Cloud, US East (Northern Virginia)—US-EAST-1

MPLS/VPN connectivity is hosted through Equinix, Ashburn DC6.

18.210.216.0/24

18.210.217.0/24

44.216.43.0/24

44.214.196.0/24

18.190.36 .0–18.190.36.254

3.138.44.0 - 3.138.44.255

AWS Cloud, US East (Ohio)—US-EAST-2

MPLS/VPN connectivity is hosted through Equinix, Ashburn DC6.

18.190.36.0/24

3.138.44.0/24

3.145.245.0/24

Canada IP Ranges

Data Center Location

CIDR Format

35.182.14.0–35.182.14.31
35.183.13.160–35.183.13.191

AWS Cloud, Toronto

35.182.14.0/27

35.183.13.160/27

Port  

TCP/UDP

Application

Description

22

TCP

SFTP [TLS v1.2]

Secure file transfer used to securely send and receive files from the LiveVox platform.

443

TCP

HTTPS [TLS v1.2]

Secure HTTP, used for web application and communication client registration.

3478

UDP

STUN

STUN service. Used for WebRTC communication with the LiveVox platform.

5060

UDP

SIP

Unsecured SIP port, used for SIP communication with the LiveVox platform.

5061

TCP

SIP [TLS v1.2]

Secured SIP port, used for SIP communication with the LiveVox platform.

5071

TCP

SIP [TLS v1.2]

Secured SIP port, used for SIP communication with the LiveVox platform.

5081

TCP

SIP

Secured SIP port. Used for SIP communication with the LiveVox platform. Only for Canadian customers. 

5091

TCP

SIP

Secured SIP port. Used for SIP communication with the LiveVox platform. Only for Canadian customers. 

8080

TCP

WSS [TLS v1.2]

Secure WebSockets, used for WebRTC communication with the LiveVox platform.

15000–30000

UDP

RTP/SRTP

Media ports.

When using TLS communication, this traffic is encrypted.

LiveVox Domain Names

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 (Kbps)Frame Rate (FPS)Number of ScreensBandwidth
10241011940 Kbps
1024 3023880 Kbps

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 RDP and Citrix. However, it is important to verify the impact of CPU usage on the hosts, especially if you are using Screen Recording, 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

Frequently Asked Questions

  • Which encryption protocol do you use for communication channels? 
    TLS1.2
  • What are your 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

  • What are the requirements for our server infrastructure to run your product at sites in multiple geographical locations (both domestic and international)?
    Some ports, IPs, and domains will need to be whitelisted on your network. To help accommodate that, our requirement is that we go through the VoIP Implementation process to perform proper testing with your network. This is to ensure that your network is capable of reaching the LiveVox servers with minimum latency and to ensure that the audio quality is high.