Introduction

wolkvox is a Contact Center as a Service (CCaaS) software solution based on the Cloud (SaaS) business model. For proper operation, it requires the installation of two basic components on users' workstations: Agentbox and wolkvox Manager .

Since the services are processed in the cloud (Google Cloud Platform - GCP), it is the client's responsibility to ensure optimal conditions in their local environment (workstations, local networks, Active Directory, firewalls, proxies, etc.) and their internet connection. This document details the minimum conditions and requirements that must be met in the client's technological infrastructure to access and fully utilize Wolkvox's functionalities.

What are the physical infrastructure and local area network (LAN) requirements?

To ensure seamless connectivity from workstations, your network must meet the following requirements:

• Ethernet Cabling: LAN/WAN cabling must be Category 6 or higher with properly certified points. Wireless (Wi-Fi) connections for user computers should be avoided, and each patch cord must have a locking tab on the RJ-45 connector.
• Switch ports: These must be configured to operate in Gbps (not Mbps) and should never be in auto-negotiation mode. If one switch is uplinking to another, the port must be at its maximum capacity (10 Gbps recommended with a minimum of Cat 6 cable, or fiber optic cable).
• Network Cards (Workstations): They must be configured to their maximum capacity, without the auto-negotiation option, and ensure that they browse at least at speeds in Mbps.
• LAN topology: It is recommended to eliminate cascaded switches and avoid broadcast storms. It is essential to segment the network using VLANs (802.1Q protocol) to separate voice and data traffic.

How should I configure QoS and prioritize voice traffic?

The customer's network must have Quality of Service (QoS) enabled on all network devices (switches and routers) to give absolute priority to voice over data. To ensure this quality, the following must be done:

• Assign DSCP values to RTP traffic and SIP signaling.
• Apply QoS policies per UDP ports (RTP 10,000 – 20,000).
• Configure traffic shaping on the firewall or router and bandwidth controls.
• Continuously monitor performance and make dynamic adjustments to prevent data spikes from affecting voice.

What network parameters (metrics) must be met for optimal communication?

During implementation, Wolkvox will evaluate network performance. The required metrics are:

• TCP Delay: Using the wolkvox network report, latencies should be less than 500 ms.
• Latency (Connectivity): Between the client's network and the wolkvox server, it should be less than 150 ms (the ideal value is less than 100 ms).
• Jitter: The variation in packet arrival time should be less than 30 ms.
• Packet Loss: Must be less than 1% for communication to be clear.
• Network Rejection (NR): The metric of voice packets rejected by the network must be less than 1%.

How much bandwidth is required per agent?

• In controlled LAN environments: The AgentBox requires 400 Kbps synchronous speed (400 Kbps up and 400 Kbps down).
• For home connections (Home Office): An internet connection of at least 30 Mbps per user is recommended, ideally synchronous.
• Additional: If video calling or screen recording is used, an additional 300 Kbps must be added for each workstation.

What settings should I apply to my Firewall and NAT rules?

Because wolkvox connects to GCP, the firewall and perimeter services must be optimized:

• NAT (Network Address Translation): Checks NAT table refresh, assignment of internal IPs to external ports, parameters such as NAT TRAVERSAL and ephemeral port assignment.
• Firewall Capacity: Review transactional capabilities (ports, dynamic resources, NAT table size, memory, and CPU). Keep the firmware updated.
• Inspection and Balancing: Removes automatic packet balancing (if you require balancing towards the internet, use source balancing). Reviews deep packet inspection (DPI) controls and session termination.
• Disable SIP-ALG/SIP-Helper: This is a critical step. These parameters inspect VoIP traffic by manipulating the frame, which can cause SIP registration failures, NAT problems, dropped calls, or one-way audio.
  • SIP ALG Support Document: [ Click here ].
  • For Fortinet devices: Switch SIP-ALG to kernel mode and disable SIP-Helper. [ Click here ]

What domains, IPs, and ports should I allow on my network?

To ensure the optimal functioning of the contact center, it is essential that your IT team updates the corresponding security policies, allowing bidirectional traffic (Inbound and Outbound) to the following domains and ports:

Note on Voice Ports: It is strictly necessary to leave UDP ports 10000 to 20000 open to allow the SIP protocol to function correctly and trunks to be established. The protocol randomly assigns a port within this range for voice communication. Likewise, the RFC2833 standard is used for sending tones (DTMF); if you require another method, you must specify this during configuration. For more details on the SIP protocol, you can consult its official documentation: RFC 3261 [ Click here ].