LiveVox Minimum Agent and User Requirements

Overview

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) Protocol	A 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 (connecting to the Agent Desktop by using a web browser)
• Web Audio
• LiveVox Communicator (LVC)
• SIP Trunk
• PSTN
• Mobile Access to Agent Desktop

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 
  
  • 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  
  
  • 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. 

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).

Web Audio

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

• Ease of Use 
  
  • 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 
  • Is browser-dependent.
  • Does not support Screen Recording and MS .Net integration features.

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 
  • 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 
  • Does not support Screen Recording or MS .NET integration features.

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 
  
  • 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 
  • 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.

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 
  • 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 
  • 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.
  •  If a web browser is used, Screen Recording and MS .Net integration features are not supported.

Mobile Access to Agent Desktop

LiveVox Agent Desktop supports touchscreen functionality for mobile devices.

Minimum User Requirements

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, 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.

LiveVox Customer Care Contacts

24 Hour Customer Care Line: (888) 477-3448
LiveVox Customer Care Email: customercare@livevox.com
 
This document is an unpublished work protected by the United States copyright laws and is proprietary to LiveVox, Inc. (“LiveVox”).  Disclosure, copying, reproduction, merger, translation, modification, enhancement, or use by anyone other than authorized employees, clients or licensees of LiveVox, and its affiliate companies, without the prior written consent of LiveVox, is prohibited.  This document is intended as a guide to assist users of systems provided by LiveVox, and does not constitute the provision by LiveVox of any legal or compliance advice.  Compliance by authorized clients or licensees of LiveVox with all applicable local, state, federal, or foreign laws and regulations is the sole responsibility of those authorized clients or licensees.  Further, features and services that rely on third party performance are subject to the errors and omissions of those third parties, over which LiveVox has no control.  LiveVox therefore disclaims all liability resulting from or arising out of any services supplied by or through any third-party vendor or any acts or omissions of the applicable third party vendor.  Additionally, LiveVox makes no representations or warranties with respect to the accuracy of content supplied by parties other than LiveVox. 

For Internal and Client Use Only