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Network requirements | Contact Center

Table of contents

1. Introduction

For Contact Center service to operate correctly, domain names, IP subnets, IP addresses, and TCP/IP ports must be whitelisted in the 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 used set of Contact Center applications, and the endpoint clients. The next sections indicate how to identify the deployment options and how these options are used to obtain the firewall rules.

2. Identifying the Contact Center system

To identify the Contact Center system for a BU, read Am I using User Hub or Central?

3. Identifying client applications

All applications that are currently in use must be whitelisted. If you need help verifying which applications you are using, contact your account manager.

4. Identifying 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, etc). The letter associated with the cluster identifies the region or country where the BU is located.
 
To identify a BU’s cluster, sign in to RingCentral Contact Center and go to the ACD page. The URL will show home-xxx where ‘xxx’ indicates the cluster.
  • User hub: home-b32.nice-incontact.com
  • Central: home-c15.incontact.com
Note: For Central, the cluster identifier is visible in the URL on multiple pages within the interface and not just on the ACD page.

5. Identify Contact Center-specific phone numbers

Determine which of the following options are used for endpoint clients and phone numbers:
  • All Contact Center deployments require both the MAX Integrated Softphone and a RingCentral endpoint for making and receiving calls. The RingCentral endpoint can be a softphone, a hard phone, or the RingCentral app (desktop and browser, not the mobile version).
  • 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

Depending on whether the BU is User Hub or Central, select one of the following links to go to the IP domain, address, and port domain requirement page:
 
Note: These links go to a third-party site.
After selecting one of the links above, use the identifications performed in prior sections to populate the following set of checkboxes in the right margin:
  • Select the set of used applications.
  • Select the Contact Center cloud clusters where BUs are housed.
  • Select the Global Integrated Softphone (MAX Integrated Softphone) in the IP Voice by Phone Number section.
  • Select any used 700-xxx-y phone numbers in the IP Voice by Phone Number section.
Based on the set of selected checkboxes, the set of rules that must be configured in the enterprise firewall(s) are auto-generated at the bottom of the User Hub and Central pages.
 
Depending on the deployed RingCentral endpoint, apply 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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