diff --git a/ai-for-service/channels/voice-gateway/deployment-and-operations.mdx b/ai-for-service/channels/voice-gateway/deployment-and-operations.mdx index 29bc8ae7d..45566c865 100644 --- a/ai-for-service/channels/voice-gateway/deployment-and-operations.mdx +++ b/ai-for-service/channels/voice-gateway/deployment-and-operations.mdx @@ -10,11 +10,9 @@ This section covers the infrastructure requirements and operational aspects of t This document contains all the region wise IPs, ports, and protocols for Voice Gateway. It's useful for transferring calls from respective Contact Centres to Contact Center AI. [Learn more](/ai-for-service/channels/voice-gateway/configure-voice-gateway#sip-trunk-setup). -### Regions +### United States of America (US) - East -#### United States of America (US) - East - -Enable inward and outward traffic to the following IPs and respective ports: +Enable inward and outward traffic to the following IPs and respective ports. | Component | SIP Server-1 | | :------------------ | :----------------- | @@ -44,7 +42,7 @@ For example: `sip:savg-sbc2.kore.ai:5060` | IP Address | 54.210.75.166 | | RTP Ports | 6000-65535 | -For Agent transfers, enable inward and outward traffic to the following IPs and respective ports: +For Agent transfers, enable inward and outward traffic to the following IPs and respective ports. | Component | WebRTC Session Border Controller (SBC) | | :-------------- | :----------------------------------------- | @@ -60,9 +58,9 @@ For example: `sip:savg-sbc1.kore.ai:443` | IP Address | 44.215.230.111, 54.210.75.166 | | RTP Ports | 6000-65535 | -#### United States of America (US) - West +### United States of America (US) - West -Enable inward and outward traffic to the following IPs and respective ports: +Enable inward and outward traffic to the following IPs and respective ports. | Component | SIP Server-1 | | :------------------ |:----------------------- | @@ -92,7 +90,7 @@ For example: `sip:usw-savg-sbc2.kore.ai:5060` | IP Address | 54.177.21.117 | | RTP Ports | 6000-65535 | -For Agent transfers, enable inward and outward traffic to the following IPs and respective ports: +For Agent transfers, enable inward and outward traffic to the following IPs and respective ports. | Component | WebRTC Session Border Controller (SBC) | | :-------------- | :------------------------------------------------- | @@ -108,9 +106,57 @@ For example: `sip:usw-savg-sbc1.kore.ai:443` | IP Address | 54.67.69.12, 54.177.21.117 | | RTP Ports | 6000-65535 | -#### Australia (AU) +### United States of America (US) - Central (Microsoft Azure) + +Enable inward and outward traffic to the following IPs and respective ports. + +| Component | SIP Server-1 | +| :----------- | :------------------------ | +| IP Address | 20.236.241.21 | +| FQDN | `savg-cusprd-sbc1.kore.ai`| +| TCP/UDP Port | 5060 | +| TLS Port | 5061 | + +For example: `sip:savg-cusprd-sbc1.kore.ai:5060` + +| Component | SIP Server-2 | +| :----------- | :------------------------ | +| IP Address | 20.37.130.192 | +| FQDN | `savg-cusprd-sbc2.kore.ai`| +| TCP/UDP Port | 5060 | +| TLS Port | 5061 | + +For example: `sip:savg-cusprd-sbc2.kore.ai:5060` + +| Component | RTP Server-1 | +| :--------- | :------------ | +| IP Address | 20.236.241.21 | +| RTP Ports | 6000-65535 | + +| Component | RTP Server-2 | +| :--------- | :------------ | +| IP Address | 20.37.130.192 | +| RTP Ports | 6000-65535 | + +For Agent transfers, enable inward and outward traffic to the following IPs and respective ports. + +| Component | WebRTC Session Border Controller (SBC) | +| :----------- | :---------------------------------------------------------- | +| IP Address | 20.236.241.21, 20.37.130.192 | +| FQDN | `savg-cusprd-sbc1.kore.ai`, `savg-cusprd-sbc2.kore.ai` | +| HTTPS Port | 443 | +| WSS Port | 8443 | + +For example: `sip:savg-cusprd-sbc1.kore.ai:443` + +| Component | WebRTC RTP Servers | +| :--------- | :----------------------------------- | +| IP Address | 20.236.241.21, 20.37.130.192 | +| RTP Ports | 6000-65535 | + +### Australia (AU) -Enable inward and outward traffic to the following IPs and respective ports: +Enable inward and outward traffic to the following IPs and respective ports. | Component | SIP Server-1 | | :------------------ | :------------------------- | @@ -140,7 +186,7 @@ For example: `sip:au-prod-savg-sbc2.kore.ai:5060` | IP Address | 13.237.170.233 | | RTP Ports | 6000-65535 | -For Agent transfers, enable inward and outward traffic to the following IPs and respective ports: +For Agent transfers, enable inward and outward traffic to the following IPs and respective ports. | Component | WebRTC Session Border Controller (SBC) | | :-------------- | :--------------------------------------------------------- | @@ -156,9 +202,9 @@ For example: `sip:au-prod-savg-sbc1.kore.ai:443` | IP Address | 54.153.137.7, 13.237.170.233 | | RTP Ports | 6000-65535 | -#### India (IN) +### India (IN) -Enable inward and outward traffic to the following IPs and respective ports: +Enable inward and outward traffic to the following IPs and respective ports. | Component | SIP Server-1 | | :------------------ | :---------------------- | @@ -188,7 +234,7 @@ For example: `sip:ind-savg-sbc2.kore.ai:5060` | IP Address | 20.197.5.84 | | RTP Ports | 6000-65535 | -For Agent transfers, enable inward and outward traffic to the following IPs and respective ports: +For Agent transfers, enable inward and outward traffic to the following IPs and respective ports. | Component | WebRTC Session Border Controller (SBC) | | :-------------- | :-------------------------------------------------- | @@ -204,9 +250,9 @@ For example: `sip:ind-savg-sbc1.kore.ai:443` | IP Address | 20.244.87.83 | | RTP Ports | 6000-65535 | -#### London (EU) +### London (EU) -Enable inward and outward traffic to the following IPs and respective ports: +Enable inward and outward traffic to the following IPs and respective ports. | Component | SIP Server-1 | | :------------------ | :--------------------- | @@ -236,7 +282,7 @@ For example: `sip:eu-savg-sbc2.kore.ai:5060` | IP Address | 13.43.133.73 | | RTP Ports | 6000-65535 | -For Agent transfers, enable inward and outward traffic to the following IPs and respective ports: +For Agent transfers, enable inward and outward traffic to the following IPs and respective ports. | Component | WebRTC Session Border Controller (SBC) | | :-------------- | :----------------------------------------------- | @@ -252,9 +298,9 @@ For example: `sip:eu-savg-sbc1.kore.ai:443` | IP Address | 18.133.179.73, 13.43.133.73 | | RTP Ports | 6000-65535 | -#### Germany (DE) +### Germany (DE) -Enable inward and outward traffic to the following IPs and respective ports: +Enable inward and outward traffic to the following IPs and respective ports. | Component | SIP Server-1 | | :------------------ | :-------------------- | @@ -284,7 +330,7 @@ For example: `sip:de-savg-sbc2.kore.ai:5060` | IP Address | 18.158.223.171 | | RTP Ports | 6000-65535 | -For Agent transfers, enable inward and outward traffic to the following IPs and respective ports: +For Agent transfers, enable inward and outward traffic to the following IPs and respective ports. | Component | WebRTC Session Border Controller (SBC) | | :-------------- | :----------------------------------------------- | @@ -300,9 +346,9 @@ For example: `sip:de-savg-sbc1.kore.ai:443` | IP Address | 3.70.125.14, 18.158.223.171 | | RTP Ports | 6000-65535 | -#### Japan (JP) +### Japan (JP) -Enable inward and outward traffic to the following IPs and respective ports: +Enable inward and outward traffic to the following IPs and respective ports. | Component | SIP Server-1 | | :------------------ | :--------------------- | @@ -332,7 +378,7 @@ For example: `sip:jp-savg-sbc2.kore.ai:5060` | IP Address | 54.248.11.38 | | RTP Ports | 6000-65535 | -For Agent transfers, enable inward and outward traffic to the following IPs and respective ports: +For Agent transfers, enable inward and outward traffic to the following IPs and respective ports. | Component | WebRTC Session Border Controller (SBC) | | :-------------- | :---------------------------------------------- | @@ -348,9 +394,9 @@ For example: `sip:jp-savg-sbc2.kore.ai:443` | IP Address | 35.76.183.247, 54.248.11.38 | | RTP Ports | 6000-65535 | -#### United Arab Emirates (UAE) +### United Arab Emirates (UAE) -Enable inward and outward traffic to the following IPs and respective ports: +Enable inward and outward traffic to the following IPs and respective ports. | Component | SIP Server-1 | | :------------------ | :--------------------- | @@ -380,7 +426,7 @@ For example: `sip:uae-savg-sbc2.kore.ai:5060` | IP Address | 3.28.124.143 | | RTP Ports | 6000-65535 | -For Agent transfers, enable inward and outward traffic to the following IPs and respective ports: +For Agent transfers, enable inward and outward traffic to the following IPs and respective ports. | Component | WebRTC Session Border Controller (SBC) | | :-------------- | -------------------------------------------------- | @@ -396,12 +442,12 @@ For example: `sip:uae-savg-sbc1.kore.ai:443` | IP Address | 40.172.158.151, 40.172.133.71 | | RTP Ports | 6000-65535 | -#### Singapore (SG) Region +### Singapore (SG) Region -Enable inward and outward traffic to the following IPs and respective ports: +Enable inward and outward traffic to the following IPs and respective ports. | Name | Public IPv4 address | Private IP address | Availability Zone | URL/Domain | -|------|----------------------|--------------------|-------------------|------------| +|:------|:----------------------|:--------------------|:-------------------|:------------| | `sg-prd-korevg-feature-server-blue-1` | - | `10.155.79.55` | ap-southeast-1a | - | | `sg-prd-korevg-feature-server-blue-2` | - | `10.155.80.68` | ap-southeast-1b | - | | `sg-prd-korevg-siprtp-1` | `13.212.12.76` | `10.155.5.209` | ap-southeast-1a | - | @@ -421,42 +467,42 @@ Use the following steps and checklist to verify your company's network preparedn To assist in preparing your network, a Network Readiness checklist is available at the end of this document. -### Site Infrastructure Specifications +## Site Infrastructure Specifications -#### Network cabling +### Network cabling For optimal connectivity within your company network, use Cat 5e or higher network cables for all system connections, including Edges (routers and routing switches). Cables usually have their type printed on them. If you are unsure, an electrical contractor can test the type of cabling you have. Most network cables purchased in the last five years are Cat 5e or better. -#### Appliance Power Source +### Appliance Power Source For enhanced resilience, plug each Edge appliance into a separate power outlet. Ideally, these outlets are serviced by different power circuits. -#### Installation Site Conditions +### Installation Site Conditions Before installing office equipment, it's essential to verify that your office environment meets the necessary conditions for optimal operation. -### End-User/Client and SIP provider Specifications +## End-User/Client and SIP provider Specifications -#### End-User System Specifications +### End-User System Specifications Refer to the [cloud requirements](/ai-for-service/channels/voice-gateway/minimum-system-requirements-and-supported-browsers) for the minimum technical requirements to run the application. To ensure successful usage of our Cloud, make sure to configure the necessary ports and services on your company firewall. Complete details can be found in the "Firewall Requirements" section within the above-provided link. -#### End-User Safety Guidelines +### End-User Safety Guidelines To maintain uninterrupted access to our Cloud, we recommended to directly let our Cloud connectivity on your device. This is due to security services, such as antivirus, firewalls, or intrusion protection, installed by some companies on users' computers that might block access to our Cloud. Your IT administrator can also allow the connectivity. For a list of our common Cloud ports, protocols, and destinations, refer to the "Firewall Requirements" section [here](/ai-for-service/channels/voice-gateway/minimum-system-requirements-and-supported-browsers#firewall-requirements). -#### SIP Trunking Requirements +### SIP Trunking Requirements Verify that the features provided by your SIP trunking provider adhere to the following minimum requirements. Also, select a compatible SIP provider, customers are strongly advised to conduct thorough interoperability testing between their specific Edge device and the chosen SIP provider's infrastructure. This testing is essential to identify and resolve any potential compatibility issues, ensuring seamless communication and optimal performance between the customer's Edge device and the SIP provider's network. * Provide the list of the carrier's source IP addresses to us for SIP and RTP traffic configuration -#### Functionality Specifications +### Functionality Specifications * Out-of-Band DTMF (RFC2833) * Inbound calls with and without ANI (Automatic Number Identification) @@ -467,7 +513,7 @@ Also, select a compatible SIP provider, customers are strongly advised to conduc * Always in Audio * Service unavailable (503 response from carrier) -#### SIP/RTP Traffic Requirements +### SIP/RTP Traffic Requirements * The carrier must let SIP and RTP traffic from your Edge Appliance IP Addresses * Sequential trunk failover is recommended for multi-edge deployments @@ -475,7 +521,7 @@ Also, select a compatible SIP provider, customers are strongly advised to conduc * Recommended to use the PCMU, PCMA, OPUS Codec for voice traffic inbound and outbound between you and the carrier * SIP OPTION requests to the primary Edge ONLY -### SIP Provider Assessment Checklist +## SIP Provider Assessment Checklist * Does your service provider maintain Quality of Service (QoS) markings on SIP and/or RTP traffic? * Our recommendation: Yes, they should maintain @@ -495,19 +541,19 @@ Also, select a compatible SIP provider, customers are strongly advised to conduc ## Connecting Your Network, Clients, and Appliances to our Cloud -### Internet connectivity +## Internet connectivity A dependable internet connection is necessary for our Cloud. Most internet connectivity issues are related to the "last mile," which is the physical link between your location and your carrier's network. If available, we suggest a "fully diverse" internet connection from your provider. Diversity means that your internet connection has multiple "last mile" paths to connect to various points on your internet service provider's network. Diversity and Redundancy are different concepts in the carrier world. -#### Network firewalls and security devices +### Network firewalls and security devices To maintain uninterrupted access to our Cloud, verify that your network firewalls and security devices permit our Cloud connectivity. Company firewalls may occasionally block network traffic between our Cloud and your users. For a list of our common Cloud ports, protocols, and destinations, see the "Firewall Requirements" section [here](/ai-for-service/channels/voice-gateway/minimum-system-requirements-and-supported-browsers#firewall-requirements). -#### Wide Area Network (WAN) +## Wide Area Network (WAN) -##### Private Circuit Connectivity +### Private Circuit Connectivity Many companies take advantage of private connectivity between their company offices. Private connectivity includes Multi-Protocol Label Switching (MPLS) and point-to-point connections. When using private circuit connectivity for voice and video services, the physical connection between your company office and your carrier’s network is a critical component. The industry refers to this connection as the “last mile.” @@ -515,31 +561,31 @@ We suggest that you collaborate with your provider to obtain a fully diverse pri To ensure a consistent user experience for voice and video communications over private circuit WAN connections, which typically have lower bandwidth than local office networks, it's recommended to enable Quality of Service (QoS). QoS prioritizes voice and video traffic over other network traffic. Contact your private circuit carrier to configure QoS on your circuits. -#### VPN Connectivity +### VPN Connectivity If your organization utilizes VPNs to connect remote workers, ensure that all necessary Cloud network ports and protocols are allowed on the VPN connections. Our Cloud supports voice and video services over VPN. For a list of our common Cloud ports, protocols, and destinations, see the "Firewall Requirements" section [here](/ai-for-service/channels/voice-gateway/minimum-system-requirements-and-supported-browsers#firewall-requirements). -#### Local Area Network (LAN) +### Local Area Network (LAN) Connectivity issues often arise when the speed and duplex of devices connected to your LAN are mismatched. Ensure that your network ports and trunks register the correct speed and duplex settings for each connected device. Most devices on a typical LAN have a speed/duplex of `100/full` or `1000/full`. -#### Wireless Local Area Network (WLAN) +### Wireless Local Area Network (WLAN) For optimal performance of the Cloud real-time communications services over WLAN, use 802.11n or superior wireless hardware, and operate your wireless network on the 5 GHz band to minimize signal interference. To identify areas with weak wireless signals (dead spots) in your facility, consider using available Wi-Fi surveying tools or hiring a network services company to conduct a professional site survey of your wireless network. -#### Network bandwidth +### Network bandwidth Ensure consistent bandwidth across your LAN and WAN to support voice calls. The required bandwidth is specified on this [page](/ai-for-service/channels/voice-gateway/minimum-system-requirements-and-supported-browsers). Our Cloud utilizes OPUS, an adaptive voice codec, for voice traffic to agent WebRTC phones. OPUS automatically adjusts sampling rates in response to varying network conditions. To ensure optimal call quality, we recommend allocating 32-128 Kbps of bi-directional network voice bandwidth per expected/supported concurrent call. Higher bandwidth allocation results in higher sampling rates and improved voice quality. Bandwidth must also be allocated for SIP control traffic. It's recommended that 5% of the high voice bandwidth value be allocated to SIP. -#### Network Quality of Service (QoS) +## Network Quality of Service (QoS) -##### Prioritizing Voice Traffic +### Prioritizing Voice Traffic Prioritize voice and video traffic on all your network devices to maintain voice quality. This prioritization, also referred to as network Quality of Service (QoS), is crucial for managing network traffic and ensuring optimal performance for real-time communications. @@ -559,7 +605,7 @@ The manufacturer's documentation for your specific network hardware setup detail | External phone calls | When the agent is on WAN/Internet, the one-way latency between the agent and Edge should be less than 150 ms, with packet loss less than 1% and end-to-end latency less than 150 ms. | | Internal phone calls | When the agent and Edge are on the same LAN, the one-way latency must be less than 75 ms, packet loss less than 1%, and the end-to-end latency between the agent and Edge must be less than 75 ms. | -### Check List +## Check List * Does your firewall support the Pinhole feature or not? (Firewalls performing a network address translation (NAT) function, the mapping between the external IP address, port socket, and the internal IP address, port socket is a pinhole). - [ ] Yes @@ -671,7 +717,7 @@ If connectivity issues, screen freezing, or lag occur in Agent Desktop, perform ### Checklist | Description | Impact | -|-------------|--------| +|:-------------|:--------| | Does your firewall support the pinhole feature? | Firewalls that perform Network Address Translation (NAT) map an external IP address and port to an internal IP address and port. This is a pinhole mapping. | | If your firewall supports the pinhole feature, does it support the following modules?
**NAT hole punching**
**NAT traversal**
**TCP hole punching**
**UDP hole punching** | **NAT hole punching:** Without support, the system can't establish a direct connection between peers when one or both are behind firewalls or NAT-enabled routers.
**NAT traversal:** Without support, devices behind a NAT can't communicate with external devices. NAT traversal enables direct communication without port forwarding or manual configuration.
**TCP hole punching:** Without support, the system can't establish TCP connections between peers using NAT traversal.
**UDP hole punching:** Without support, the system can't establish bidirectional UDP connections between peers using NAT traversal. | | Can you enable WSS support on your firewall to establish a WebSocket over an encrypted TLS connection? | Without WSS support, the system can't establish a secure WebSocket connection to transmit data securely over TLS. |