This page contains the preliminary information that is intended to prepare you to use the Fall 24 version of Outbound Engagement (LiveVox / SmartReach), along with links to the release notes for the Fall 24 version of the User Portal and Agent Portal. 

  • The User Portal refers to the administrative application of the Outbound Engagement platform. The Agent Portal refers to the agent-facing application of the Outbound Engagement platform.
  • For information about the application programming interfaces (APIs), see the Developer Portal.
  • For information about user roles and permissions, see Product Documentation.
  • For this version of the Outbound Engagement platform to function properly, you must permit traffic to and from the following websites:
    • *.livevox.com
    • *.googleapis.com (to download stylesheets on the Outbound Engagement (LiveVox/SmartReach portal). 
    • *pendo.io (to share usage statistics with Outbound Engagement (LiveVox / SmartReach) and display notifications on the Outbound Engagement (LiveVox / SmartReach) portal.
    • fonts-gstatic.com 

      If you require fully qualified domain names (FQDN), contact the NiCE Outbound Engagement (LiveVox/SmartReach) Customer Support.

  • Ensure that you are viewing Outbound Engagement (LiveVox/SmartReach) on a screen with a resolution of at least 1280 × 1024 pixels. For more information, see LiveVox / SmartReach Minimum Agent and User Requirements.
  • Unless stated otherwise, the latest version of the following browsers support LiveVox / SmartReach:
    • Chromium
    • Google Chrome
    • Microsoft Edge
    • Mozilla Firefox
  • Before you log in to SmartReach after it is upgraded, you must clear the cache, cookies, and history.

TCP/UDP Port Requirements

PortTCP/UDPApplicationWhy
22TCPSFTPSecure file transfer. Used to securely send and receive files from the Outbound Engagement (SmartReach) platform.
443TCPHTTPSSecure HTTP. Used for Web application and communication client registration.
3478UDPSTUNSession Traversal Utilities for NAT (STUN) service. Used for Web Real-Time Communications (WebRTC) communication with the SmartReach platform.
5060UDPSIPUnsecured Session Initiation Protocol (SIP) port. Used for SIP communication with the Outbound Engagement (SmartReach) platform.
5061TCPSIPSecured SIP port. Used for SIP communication with the Outbound Engagement (SmartReach) platform.
5071TCPSIPSecured SIP port. Used for SIP communication with the Outbound Engagement (SmartReach) platform.
5081TCPSIPSecured SIP port. Used for SIP communication with the Outbound Engagement (SmartReach) platform. Only for Canadian customers.
5091TCPSIPSecured SIP port. Used for SIP communication with the Outbound Engagement (SmartReach) platform. Only for Canadian customers. 
8080TCPWSSSecure WebSockets. Used for WebRTC communication with the Outbound Engagement (SmartReach) platform.
8090*UDPVoIP Load Simulator Bandwidth/Voice over IP (VoIP) load simulation testing tool. Simulates agent bandwidth and provides packet statistics.
44431*TCPVoIP Load SimulatorBandwidth/VoIP load simulation testing tool. Simulates agent bandwidth and provides packet statistics.
15000-30000UDPRTP/SRTPMedia ports. This traffic is encrypted when using SIP over Transport Layer Security (TLS) communication.
*Only required for the Interoperability Test.

Outbound Engagement (LiveVox / SmartReach) IP Address Ranges (Specific to Your Environment)

United States
IP Address RangesLiveVox / SmartReach DesignationAWS Region

18.210.216.0/24 (NA3)

18.210.217.0/24 (NA3)

44.216.43.0/24 (LV-NA3)


NA3, LV-NA3East (Northern Virginia)
us-east-1

34.217.139.0/24 (NA4)

34.217.140.0/24 (NA4)

18.246.80.128/25 (LV-NA4)

18.246.81.0/25 (LV-NA4)


NA4, LV-NA4West (Oregon)
us-west-2

3.138.44.0/24

18.190.36.0/24


NA6East (Ohio)
us-east-2

Canada

35.182.14.0/27 (NA5)

35.183.13.160/27 (NA5)

3.96.84.64/26 (NA5)

15.156.251.0/25 (LV-NA5)


NA5, LV-NA5Canada Central (Montreal)
ca-central-1

Europe

204.154.231.0/24

EU1

Europe (Ireland)
eu-west-1

Logging in to Outbound Engagement (LiveVox / SmartReach)

To log in to Outbound Engagement (LiveVox / SmartReach):

  1. Go to the Outbound Engagement (LiveVox / SmartReach) login site by using a link whose format is similar to the following links, which Outbound Engagement (LiveVox / SmartReach) provides:

  2. Enter values in the following fields, and then click LOGIN.

    FieldDescription
    Client CodeClient code provided by Outbound Engagement (LiveVox / SmartReach).
    User NameYour login ID.
    PasswordYour password.

Outbound Engagement (LiveVox / SmartReach) Customer Care

24-Hour Customer Care Line: (888) 477-3448
To submit a ticket, please reach out through our Community platform at https://community.niceincontact.com/s/.

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