Introduction

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

Since service processing is in the cloud (Google Cloud Platform - GCP), it is the client's responsibility to ensure optimal conditions for 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 guaranteed in the client's technological infrastructure to access and fully utilize Wolkvox functionalities.

What Are the Physical Infrastructure and Local Network (LAN) Requirements?

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

• Cabling (Ethernet): The LAN/WAN network cabling must be Category 6 or higher with properly certified points. Wireless connections (Wi-Fi) should be avoided for user computers, and each patch cord should have the RJ-45 connector securing tab.
• Switch Ports: Must be configured to operate in Gbps (not Mbps) and should never be in auto-negotiation mode. If a switch uplinks to another, the port should be at maximum capacity (10 Gbps recommended with at least Cat 6 cable or fiber optic).
• Network Cards (Workstations): Must be configured to their maximum capacity, without auto-negotiation, and ensure they operate at least at Mbps speeds.
• 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 client's network must have QoS (Quality of Service) enabled on all network devices (switches and routers) to give absolute priority to voice over data. To ensure this quality, you should:

• Assign DSCP values to RTP traffic and SIP signaling.
• Apply QoS policies by 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 (Metrics) Should Be Met for Optimal Communication?

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

• TCP Delay: Using the Wolkvox network report, latencies must be less than 500 ms.
• Latency (Connectivity): Between the client's network and the Wolkvox server must be less than 150 ms (the ideal value is less than 100 ms).
• Jitter: The variation in packet arrival time must be less than 30 ms.
• Packet Loss: Must be less than 1% for clear communication.
• 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: AgentBox requires 400 Kbps synchronous speed (400 Kbps upload and 400 Kbps download).
• In home connections (Home Office): An internet connection of at least 30 Mbps per user is recommended, ideally synchronous.
• Additional: If video calls or screen recording are used, an additional 300 Kbps per workstation should be added.

What Configurations Should I Apply to My Firewall and NAT Rules?

Since Wolkvox connects to GCP, the firewall and perimeter services must be optimized:

• NAT (Network Address Translation): Review NAT table refresh, internal IP assignment to external ports, parameters like 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: Eliminate automatic packet balancing (if internet balancing is required, use source-based balancing). Review 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, causing SIP registration failures, NAT issues, call drops, or one-way audio.
  • SIP ALG Support Document: [Click here].
  • For Fortinet Equipment: Change SIP-ALG to kernel mode and disable SIP-Helper. [Click here]

What Domains, IPs, and Ports Should I Allow on My Network?

It is mandatory to enable bidirectional traffic (Inbound and Outbound) to the following Wolkvox routes:

Note on Voice Ports: It is strictly necessary to keep UDP ports 10,000 to 20,000 open to allow the proper functioning of the SIP protocol and the establishment of trunks. The protocol randomly assigns a port within this range for voice communication. Additionally, RFC2833 standard is used for sending tones (DTMF); if you need to use another method, you must notify it during configuration. For more details on the SIP protocol, you can consult its official documentation: RFC 3261 [Click here].