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System Requirements

To ensure normal operation of your ServciePattern-based contact center, the computers of your Agent Desktop users and your data network shall conform to the following requirements:

Resource	Requirement
CPU	1GHz min without video or screen monitoring/recording Core i3/5/7 with video and/or screen monitoring/recording
Memory	2GB min
Network	TCP/IP network required (hard-wired LAN recommended) Voice bandwidth: 100 Kbps (G.711), 32 Kbps (G.729) ^[1] Screen monitoring bandwidth (estimated) 400 Kbps ^[2] Screen recording bandwidth (estimated) 400 Kbps ^[3] Video calling bandwidth (estimated) 600 Kbps Outbound firewall open TCP ports 80 and 8080 (http)/443 and 8443 (https) ^[4] RTP audio stream, utilizes UDP, ports are dynamically allocated in the range 40,000 - 65,535 Outbound firewall UDP port 5080 open for SIP signaling On the client computer side, UDP port 5060 open for the SIP softphone ^[5] QoS router configurations recommended for UDP packets QoS packet prioritization policies are recommended for RTP and SIP on client Router/Firewall ALG/SIP Packet inspection disabled Network latency < 65ms round-trip Bright Pattern data-centers (if using VoIP) in the US ^[6] Jitter < 20ms and packet loss < 2% over 100 most recent packets ^[7]
Headsets	Professional series headsets with USB connectivity Recommend models: Plantronics EncorePro 500 series Jabra Biz 2300 series Sennheiser SC 230/260 USB series Logitech H650e
Operating System	Windows 7 SP1 Windows 8.1 Windows 10 Mac OS X 10.10 User Account Control (UAC) off for screen recording and screen monitoring Firewall on Support for Remote Desktop Services and VDI is limited to agents using hardphones and/or nailed connections for voice
Browsers	Google Chrome 47 and later (recommended for Windows OS) Mozilla Firefox 43 and later (recommended for Mac OS) Internet Explorer 10 (Windows 7 only) Internet Explorer 11 and later (Windows 7, 8, and 10) ^[8] Safari 8 and later (Mac OS X)
Additional Software	"WebM Video for Microsoft Internet Explorer” for screen recording playback in Internet Explorer https://tools.google.com/dlpage/webmmf/

Other requirements and considerations:

Resource	Requirement
IP Version	IPv4
Hardphones (if used)	SIP VoIP phones with Power over Ethernet if possible (recommended models: Polycom SoundPoint IP series)
FTP servers	Tested with FileZilla, Bitvise SSH, Microsoft Windows default FTP server, OS X built-in SFTP.
Email servers	Tested with Postfix/Dovecot, Google.com, Yahoo.com, Outlook.com, Mail.ru, Yandex.ru.

↑ On the client side, the G.729 codec is supported for hardphones only
↑ Varies greatly depending on the number of screens, screen resolution, intensity of screen changes, and some other factors. The estimate is provided for a single-screen computer with the 1200 x 1600 screen resolution running typical office applications (low intensity of screen changes).
↑ See the previous footnote.
↑ If the ports are not opened directly, but require an outbound HTTP proxy, some AD Helper functionality, like customized alert sounds, may not be available
↑ The Agent Desktop Helper Application, which implements the SIP softphone function, will try to automatically open this port during installation. This attempt will normally succeed for the Windows native firewall. If a third-party firewall is used, this port may have to be opened manually.
↑ International connections to the US will suffer from higher latency and might impact QoS. Latency greater than 150ms will be unacceptable.
↑ Agent Desktop Helper Application periodically compares actual jitter and packet loss values with theses thresholds. Whenever a threshold is exceeded, Agent Desktop displays the following text to the logged-in user: A problem with voice quality is detected, please check your network connection. The message is removed automatically when metric values go back to normal. The minimum duration of the message display is 5 seconds.
↑ The browser's Enhanced Protected Mode must be disabled in order for all Agent Desktop application logs to appear in the same folder (C:\Users\<UserName>\AppData\Local\Temp\logs). To disable the Enhanced Protected Mode: (1) From the Tools (Alt+X) menu select Internet options. (2) Click the Advanced tab, scroll down to the Security settings, and unselect the Enable Enhanced Protected Mode checkbox. (3) Click OK.

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[1] On the client side, the G.729 codec is supported for hardphones only

[2] Varies greatly depending on the number of screens, screen resolution, intensity of screen changes, and some other factors. The estimate is provided for a single-screen computer with the 1200 x 1600 screen resolution running typical office applications (low intensity of screen changes).

[3] See the previous footnote.

[4] If the ports are not opened directly, but require an outbound HTTP proxy, some AD Helper functionality, like customized alert sounds, may not be available

[5] The Agent Desktop Helper Application, which implements the SIP softphone function, will try to automatically open this port during installation. This attempt will normally succeed for the Windows native firewall. If a third-party firewall is used, this port may have to be opened manually.

[6] International connections to the US will suffer from higher latency and might impact QoS. Latency greater than 150ms will be unacceptable.

[7] Agent Desktop Helper Application periodically compares actual jitter and packet loss values with theses thresholds. Whenever a threshold is exceeded, Agent Desktop displays the following text to the logged-in user: A problem with voice quality is detected, please check your network connection. The message is removed automatically when metric values go back to normal. The minimum duration of the message display is 5 seconds.

[8] The browser's Enhanced Protected Mode must be disabled in order for all Agent Desktop application logs to appear in the same folder (C:\Users\<UserName>\AppData\Local\Temp\logs). To disable the Enhanced Protected Mode: (1) From the Tools (Alt+X) menu select Internet options. (2) Click the Advanced tab, scroll down to the Security settings, and unselect the Enable Enhanced Protected Mode checkbox. (3) Click OK.

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System Requirements