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Network requirements | Contact Center

Table of contents

1. Introduction

For RingCentral Contact Center service to operate correctly, you must whitelist certain domain names, IP subnets, IP addresses, and TCP/IP ports in your enterprise site firewall(s). The set of required firewall rules depends on various deployment options, including the Contact Center system (User Hub or Central), the cluster associated with the Business Unit (BU), the Contact Center applications that you use, and the endpoint clients. The next sections indicate how to identify the deployment options and how to use these options to obtain the firewall rules.

2. Identify your Contact Center

Read Am I using User Hub or Central? to learn which RingCentral Contact Center can help you with any questions you may have.

3. Identify client applications

You must whitelist all applications that you currently use. If you need help verifying which applications you’re using, contact your account manager.

4. Identify the Contact Center cluster

Each BU is associated with a specific cluster. Clusters are identified by a letter and a number (e.g., A32, B3, C72). The cluster’s letter indicates the BU’s region or country.

To identify a BU’s cluster, sign in to the RingCentral Contact Center and go to the ACD page. The site’s URL will display as home-xxx. The xxx indicates the BU’s cluster. For example:
  • User hub: home-b32.nice-incontact.com: Cluster B
  • Central: home-c15.incontact.com: Cluster C

5. Identify Contact Center-specific phone numbers

Determine which of the following options you’ll use for endpoint clients and phone numbers:
  • All Contact Center deployments require both the MAX Integrated Softphone and a RingCentral endpoint to make and receive calls. The RingCentral endpoint can be a softphone, a hard phone, or the RingCentral desktop and web app. (The RingCentral mobile app doesn’t “count” as an endpoint.)
  • Alternatively, enterprises may use the MAX Integrated Softphone and 700-xxx-y phone numbers. (See the right margin at the bottom of the Port, Domain, Voice, and IP Address requirements pages for User Hub or Central.)

6. Firewall Rules

Configure your firewall IP domains, addresses, and port domain requirements for:
Note: The above links direct you to a third-party site. 
 
After selecting one of the links above, use the identifications performed in Sections 2-5 to populate the following set of checkboxes on  the Contact Center Port, Domain, Voice, and IP Address requirements pages for User Hub or Central.

From the right-hand side of the page of both User Hub and Central:
  • Scroll down to Ports and Protocols by Application and check the boxes for all applications that you use.
  • Scroll down further to Domain Names and IP addresses by Cluster and check the boxes for the Contact Center cloud clusters where your BUs are located.
  • Scroll down further to IP Voice by Phone Number, then:
    • Check the box for Global Integrated Softphone (MAX Integrated Softphone) if used.
    • Check the boxes for any 700-xxx-y phone numbers that you use.
Depending on the boxes you check, the page will automatically generate the set of rules that you’ll need to configure in your enterprise firewall(s).
 
Depending on your enterprise firewall configuration, you’ll need to configure the following MVP network requirements:
  • Always apply Section 3.1: Common cloud services
  • Depending on the deployed RingCentral endpoints (which could be one or multiple types), apply the following firewall rules:
    • RingCentral app (desktop and web): Section 3.2.1
    • Hard phones: Section 3.2.6
    • Softphones: Section 3.2.7
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