Introduction

Wolkvox, as a Cloud-based Contact Center as a Service (CCaaS) solution, requires that user workstations meet certain technical configurations to ensure the proper functioning of its desktop applications: wolkvox Agent (formerly known as Agentbox) and wolkvox Manager.

These configurations are the responsibility of the client and are fundamental to the performance of the operation. Incorrect configuration of the workstations can lead to connection failures, audio problems, security blocks, disconnections, or unexpected behaviors in the platform.

Below are the minimum requirements that must be met on each workstation.

What Operating System Should Workstations Have?

Workstations must comply with:

• Windows operating system.
• Minimum version: Windows 10.
• Recommendation: Always stay on the last 2 available versions.

This ensures compatibility, stability, and proper support for Wolkvox components.

What Type of Architecture Should the Equipment Have?

Workstations must have:

• 64-bit architecture.

This is mandatory to ensure the correct functioning of Wolkvox applications.

How Should the Network Output from the Workstation to Wolkvox Be?

• The connection must be made using a static public IP.
• Load balancing is not recommended.

This is especially important because Wolkvox uses the UDP protocol, which can be affected by dynamic IP changes or network load balancing.

Can Wireless Network (Wi-Fi) Be Used?

No.

• The wireless network card must be disabled.
• Workstations must operate only on a wired connection.

Using Wi-Fi generates:

• Instability.
• Jitter.
• Packet loss.
• Call quality issues.

How Should the Workstation Sleep Settings Be Configured?

Workstations should be configured as follows:

• Sleep time greater than 1 hour.
• Avoid automatic sleep during the workday.

This prevents situations such as:

• Agent disconnection during breaks (e.g., lunch).
• Loss of session in the platform.

Recommendation: Use screen lock instead of sleep.

What Configurations Should Be Applied in the Antivirus?

It is mandatory to configure exceptions to avoid operation blocks.

Why Is This Necessary?

Many antivirus programs interpret as suspicious behavior the fact that Wolkvox applications:

• Communicate with external servers (in the cloud).
• Perform constant traffic.

This can cause:

• Process blocking.
• Connection failures.
• Call interruptions.

What Files Should Be Excluded from the Antivirus?

Exceptions should be created for the following executables:

• AGENTBOX.EXE
• CONFIGURATIONMANAGER.EXE

What Paths Should Be Excluded?

Installation Path: C:\ipdialbox

Registry Path (REGEDIT): Computer\HKEY_CURRENT_USER\Software\AgentBox

What If the Antivirus Has Network Control?

If the antivirus controls:

• Ports.
• Protocols.
• IPs.

It must be configured with the same exceptions defined in Wolkvox's network requirements.

What Permissions Should Workstations Have?

Workstations must have:

• Write permissions on the Local Disk C

This is necessary because:

• Wolkvox performs automatic updates
• Files (DLLs) are downloaded to the path: C:\ipdialbox

Without these permissions, updates may fail.

Is It Mandatory to Use an Ethernet Cable Connection?

Yes, it is mandatory.

• Workstations must be connected via Ethernet cable
• Support is not provided for workstations operating on Wi-Fi

This ensures:

• Stability
• Low latency
• Better voice quality

What Type of Headsets Are Recommended for Agents?

To ensure a correct call experience:

• Use of professional call center headsets.
• USB connection.
• Preferably with noise cancellation.

Recommended Brands:

• Jabra.
• Plantronics.

This allows:

• Better audio quality.
• Reduction of background noise.
• Greater clarity in communication with the customer.

What Happens If These Requirements Are Not Met on the Workstations?

The following issues may occur:

• Audio problems.
• Call interruptions.
• Antivirus blocks.
• Connection failures.
• Session disconnections.
• Update errors.
• Overall poor platform performance.

These requirements will be taken as a reference in the analysis of incidents associated with the client's environment.

Quick Checklist Before Operating with Wolkvox

Before starting operations, validate:

• Windows 10 or higher.
• 64-bit architecture.
• Static public IP.
• No network load balancing.
• Wi-Fi disabled.
• Ethernet cable connection.
• Sleep time greater than 1 hour.
• Use of screen lock.
• Antivirus with configured exceptions.
• Excluded executables (.exe).
• Excluded paths (C:\ipdialbox and REGEDIT).
• Write permissions on Disk C.
• Professional USB headsets.