.LiveVox Minimum Agent and User Requirements vLV19

To ensure the normal operation of 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.

Terminology

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 uses 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 might not be available with other connectivity options. That is, ADN supports Screen Recording and MS .Net integration features.

Agent Desktop 

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

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.

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

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.

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.