Technical

Requirements
Reference Guide

November 2023

This guide contains deployment, configuration, and

troubleshooting information to assist customers and
partners with Five9 applications.

Five9 and the Five9 logo are registered trademarks of Five9 and its
subsidiaries in the United States and other countries. Other marks and
brands may be claimed as the property of others. The product plans,
specifications, and descriptions herein are provided for information only and
subject to change without notice, and are provided without warranty of any
kind, express or implied. Copyright © 2023 Five9, Inc.
 About Five9
Five9 is the leading provider of cloud contact center software, bringing the power of
the cloud to thousands of customers and facilitating more than three billion customer
interactions annually. Since 2001, Five9 has led the cloud revolution in contact
centers, delivering software to help organizations of every size transition from
premise-based software to the cloud. With its extensive expertise, technology, and
ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center
software to help businesses create exceptional customer experiences, increase agent
productivity and deliver tangible results. For more information visit www.five9.com.

Trademarks
Five9®
Five9 Logo
Five9® SoCoCare™
Five9® Connect™

2 Technical Requirements • Reference Guide

 Contents

What’s New 8

Environment and Security 11

RMI Protocol 11
RTP Protocol 11
Voice Quality Testing 12
Digital Certificates 12
DigiCert Certificates 13
Supported TLS Protocols 13
TLS Inbound Cipher Suites 14
TLS Outbound Cipher Suites 14
Setting the TLS Protocols in Your Browser 15

Five9 SIP Trunk Options 16

Private SIP Trunks Provided by Five9 ITSP Providers 16
SIP Trunks Provided by Your ITSP Provider 17
Private SIP Trunks for Five9 Gateway to Customer Gateway 17

Agent, Supervisor, and Administrator Applications 18

Requirements for Web-Based Applications 18
Workstation Requirements for Web-Based Applications 18
Hardware 19
Windows Platforms 19
Apple Mac Platforms 19
Chromebooks 19
Operating Systems 20
Web Browsers 20
Windows Platforms 20
Apple Mac Platforms 21
Requirements for Five9 Video Engagement 22
Hardware 22
Windows Requirements 22
Apple Mac Requirements 22
Operating Systems 22
Web Browsers 22
Windows Platforms 23
Apple Mac Platforms 23

3 Technical Requirements • Reference Guide

 Mobile Devices 23
Video 23
Five9 Agent Assist Requirements 24
Virtual Desktop Requirements 24
Configuring the VDI Softphone Option 25
PSTN and Gateway Mode Options 25
Virtual Desktop Infrastructure 26
Citrix and VMWare Platforms 26
Supported Operating Systems in Virtual Environments 26
Sample Citrix Virtual App Server Configuration 26
Configuring Common Citrix Policies 26
Configuring Citrix Virtual Apps Policies 27
Configuring Windows Server 27
Configuring Agent VDI Terminals 28
VDI View Clients 28
View Client Protocols 28
RDP View Protocol 29
Desktop Browser Support 29
Requirements for Java-Based Applications 29
Hardware 29
Windows Platforms 30
Apple Mac Platforms 30
Java Runtime Environment (JRE) for Applications 30
Operating Systems 31
Windows and Mac (32-bit and 64-Bit) 31
Five9 Agent or Supervisor Workstation User Access Control 31
Web Browsers 32
Windows (32-bit version only) 32
Apple Mac Platforms 32
Five9 Supervisor 32
Workstation Requirements for Spreadsheet Dashboards 32
Apple iPad 33
Headset for Agents and Supervisors 33
Application Notes 33
Web Page Security and Visual IVR Scripts 34
Dashboards 34
Agent Desktop Plus with Digital Engagement 34
Integrated Administration Console 34

Five9 Agent Integrations 36

Requirements for Web-Based Adapters 36
Workstation Requirements for Web-Based Adapters 36
Hardware 37
Windows Platforms 37

4 Technical Requirements • Reference Guide

 Apple Mac Platforms 37
Operating Systems 37
Web Browsers 37
Application Requirements 39
Plus Adapter for Agent Desktop Toolkit 39
Plus Adapter for Salesforce 39
Plus Adapter for Oracle Service Cloud 39
Plus Adapter for NetSuite 39
Plus Adapter for Microsoft Dynamics 365 39
Plus Adapter for Zendesk 40
Plus Adapter for ServiceNow 40
Requirements for Java-Based Adapters 40
Workstation Requirements for Java-Based Adapters 40
Hardware 41
Operating Systems 41
Java Runtime Environment (JRE) for Adapters 41
Web Browsers 41
Application Requirements 42
Five9 Agent Desktop Toolkit 42
Five9 Open CTI Adapter for Salesforce 42
Five9 Adapter for NetSuite 43
Five9 Adapter for Oracle Service Cloud 43
Five9 Adapter for Velocify 43
Five9 Cloud API Web Services (Custom Integration) 43

Verint Systems Requirements 44

Workstation Requirements 44
Hardware Requirements 45
Third-Party Software Required for Agent Stations 45
Third-Party Software Required for Browsing 46
Workstation Antivirus Settings 47
Java Runtime Settings Requirements for Verint 47
Supported Operating Systems 49
Supported Web Browsers 50
Microsoft Edge 50
Google Chrome 50
Browser Requirements for Verint Player 51
Network Requirements (LAN and WAN) 51
Firewall Requirements 51

Studio Requirements 52
Studio Workstation Requirements 52
Studio Network Requirements 52
Studio 7 Network Requirements 52

5 Technical Requirements • Reference Guide

 Public Internet Domains 52
Web Service Integration IP Addresses 53
SBC Public IP Addresses 53
RTP Proxy Public IP Addresses 54
Media Server Public IP Addresses 54
Studio 6 Network Requirements 54
Public Internet Domains 54
Web Service Integration IP Addresses 55
SBC Public IP Addresses 56
RTP Proxy Public IP Addresses 57
Media Server Public IP Addresses 58

Network 60
Five9 Network Connectivity 60
Equinix Fabric 60
Agent Connect (MPLS) 61
Virtual Private Network (VPN) 61
VPN and Quality of Service (QOS) 61
VPN and Private IP Addresses 61
Direct Connect 62
Five9 Network Requirements (LAN and WAN) 62
Five9 Bandwidth Requirements 63
Five9 Network Recommendations 63
Bandwidth Requirements for Five9 Video Engagement for Agents 64
Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic 65
Five9 Internet Domains and IP Addresses 66
Five9 IP Address Ranges 66
Five9 IP Addresses for Global Voice 69
Five9 IP Addresses for Email 70
Five9 Connectivity Assessment Test 71
Five9 IP Addresses for Callback API Integration 71
Five9 Addresses for Five9 University 72
Five9 Internet Domains 72
CounterPath Softphone Requirements 75
WebRTC Requirements 76
Performance Dashboard 77
SIP Firewall Note 79
TCP/UDP Port Requirements for Softphone Customers 79
TCP/UDP Port Requirements for Gateway Customers 80
TCP/UDP Port Requirements for PSTN Customers 81
TCP and UDP Ports for Connectivity Assessment Test 82
TCP Port Requirements for FTP/SFTP 82
TCP Port Requirements for Five9 Performance Dashboard 83
Network Requirements for Five9 Video Engagement 83

6 Technical Requirements • Reference Guide

 Port Requirements for Email 84
SOAP APIs 84
Third-Party Software 84
Five9 Quality of Service (QoS) Features 85
Workstation QoS Option 85
Network QoS Option 85
Application Usage Analytics 85

Workforce Optimization Requirements 86

Agent Workstation Requirements 86
Virtualized Agent Environments 86
Hardware Requirements 87
Operating Systems 87
Web Browsers 87
Software Requirements 88
Configuration Requirements 88
Firewall Policies 89
Supervisor Workstation Requirements 89
Virtualized Supervisor Environments 89
Hardware Requirements 90
Operating Systems 90
Web Browsers 90
Software Requirements 91
Configuration Requirements 91
Firewall Policies 91
Bandwidth Considerations 92
User Media Playback 92
Screen Capture Cache Transmission 92
Example Screen Capture Calculation 93

References 94
Technical Glossary 94
Reference Documents 96

7 Technical Requirements • Reference Guide

 What’s New

What’s New

Release Change Topic

Nov 2023 Added note for end of support for the Web Browsers (Agent, Supervisor, and
Safari browser on June 30, 2024. Admin Applications)
Web Browsers (Agent Integrations)
Oct 2023 Updated macOS support to version 14 Various
Sonoma.
Added a note about hardware Requirements for Java-Based Applications
requirements for customers using Java
Administrator with more than 5,000
users.
Updated supported JRE versions to Java Runtime Environment (JRE) for
include 8.0 update 391. Applications
Java Runtime Environment (JRE) for
Adapters
Added network requirements for Studio Network Requirements
Studio 7 and updated Studio 6 IP
requirements.
Updated the supported versions of Plus Adapter for ServiceNow
the Five9 Plus Adapter for ServiceNow
to include the Vancouver release.
Added a note about hardware Workstation Requirements for Web-Based
requirements when agents run other Applications
applications in addition to Five9. Requirements for Java-Based Applications
Added note about time-to-live Five9 Internet Domains and IP Addresses
(TTL) requirements for DNS caching.
Removed an incorrect label (FTP file Five9 IP Address Ranges
export) in the Canada IP ranges table.

8 Technical Requirements • Reference Guide

 What’s New

Release Change Topic

The address 35.203.118.198 is
required for external NAT IP.
Aug 2023 Added a required Citrix policy setting Configuring Common Citrix Policies
(Virtual Channel Allow List) when
using the VDI softphone with the
DVC plug-in.
Removed obsolete video card Hardware Requirements
requirements for Verint.
Jul 2023 Added bandwidth requirements and Five9 Network Requirements (LAN and
the domain to allow for the Nextiva WAN)
UC Adapter. Five9 Internet Domains
Added support for Safari browser on Web Browsers (Agent and Supervisor
macOS desktop workstations using Applications)
WebRTC or PSTN for audio. Web Browsers (Agent Integrations)
Updated the supported JRE version to Java Runtime Environment (JRE) for
include 8.0 update 381. Applications
Java Runtime Environment (JRE) for
Adapters
Jun 2023 Updated the domains to allow for the Five9 Internet Domains
London GCP data center.
Corrected the IP address ranges to EU/UK IP Ranges
allow for the London data center, the
Frankfurt data center, and the
Amsterdam Network Edge.
Removed domains and IP addresses Various
for the Amsterdam data center.
Updated supported versions of the Plus Adapter for ServiceNow
Five9 Plus Adapter for ServiceNow to
include the Utah release.
Updated Verint requirements for Supported Web Browsers
Microsoft Edge supported version and
for Google Chrome configuration
steps.
Updated Equinix Fabric availability. Equinix Fabric

9 Technical Requirements • Reference Guide

 What’s New

Release Change Topic

May 2023 Added app.five9.eu to the list of Five9 Internet Domains
allowed URLs for the UK data centers.
Added workstation requirements for Studio Workstation Requirements
Studio.
Apr 2023 Updated the supported JRE version to Java Runtime Environment (JRE) for
include 8.0 update 371. Applications
Java Runtime Environment (JRE) for
Adapters
Added the domain for the new Five9 Five9 Internet Domains
documentation website.
Removed notes for end of support for Various
Windows 8.1.

10 Technical Requirements • Reference Guide

Environment and Security

RMI Protocol
RTP Protocol
Voice Quality Testing
Digital Certificates
Supported TLS Protocols

Important
Before configuring your organization, be sure to obtain the most current
security and legal information relevant to your business. For example, you can
start by consulting the Five9 enterprise-ready security pages (see Enterprise-
Ready Security) and your legal advisor.

RMI Protocol
Five9 uses the secure Remote Method Invocation (RMI) protocol for the Java-to-Java
communications between the Five9 client applications and Virtual Contact Center
platform. The RMI traffic is transmitted out of the firewall through open TCP ports by
using the TLS protocol.

RTP Protocol
Voice traffic for VCC is transferred using the Real-Time Transport Protocol (RTP). The
RTP download (inbound) streams the voice packets sent from the Five9 data center to
the agent’s softphone. The voice packets that represent the caller’s voice upstream
(outbound) are rebuilt in the softphone. The voice packets are sent from the agent’s
softphone to the Five9 data centers to be rebuilt and played back to the caller as the
agent’s voice. The voice packet transfer uses User Datagram Protocol (UDP) which is
faster and more efficient than TCP for time-sensitive applications, such as VoIP.
Intercepting the RTP stream to listen in on a leg of the call would require local network
access to successfully rebuild the packets into an intelligible voice stream.

11 Technical Requirements • Reference Guide

 Environment and Security

Voice Quality Testing

Voice Quality Testing

Five9 Connectivity Assessment Test (CAT) uses Port 80 and 8081. You can run VoIP
quality tests at https://www.five9.com/cat from a single agent workstation at each
location. Do not run multiple tests simultaneously.

Digital Certificates
To communicate securely with Five9 VCC, users may need to install on their
workstation these certificates from the certificate-issuing authorities that Five9 uses.

Important
Following industry best practices and certificate authorities (CA), Five9 will no
longer trust or certify secure TLS connections based on the certificates issued
by Symantec Root Certificate Authority (CA) listed below. If you do not replace
these distrusted certificates, your Five9 integration may not work. Therefore,
Five9 highly recommends that you replace the distrusted certificates with the
certificates issued by DigiCert.

Five9 will no longer trust the following Symantec Root CAs:

l CN=GeoTrust Global CA, O=GeoTrust Inc., C=US

l CN=GeoTrust Primary Certification Authority, O=GeoTrust Inc., C=US
l CN=GeoTrust Primary Certification Authority - G2,
OU=(c) 2007 GeoTrust Inc. - For authorized use only, O=GeoTrust Inc., C=US
l CN=GeoTrust Primary Certification Authority - G3,
OU=(c) 2008 GeoTrust Inc. - For authorized use only, O=GeoTrust Inc., C=US
l CN=GeoTrust Universal CA, O=GeoTrust Inc., C=US
l CN=thawte Primary Root CA, OU="(c) 2006 thawte, Inc. - For authorized use
only",
OU=Certification Services Division, O="thawte, Inc.", C=US
l CN=thawte Primary Root CA - G2, OU="(c) 2007 thawte, Inc. - For authorized use
only",
O="thawte, Inc.", C=US
l CN=thawte Primary Root CA - G3, OU="(c) 2008 thawte, Inc. - For authorized use
only",
OU=Certification Services Division, O="thawte, Inc.", C=US
l [email protected], CN=Thawte Premium Server CA,
OU=Certification Services Division, O=Thawte Consulting cc,
L=Cape Town, ST=Western Cape, C=ZA
l OU=VeriSign Trust Network, OU="(c) 1998 VeriSign, Inc. - For authorized use
only",

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 Environment and Security

Supported TLS Protocols

OU=Class 2 Public Primary Certification Authority - G2, O="VeriSign, Inc.", C=US

l OU=Class 3 Public Primary Certification Authority, O="VeriSign, Inc.", C=US
l OU=VeriSign Trust Network, OU="(c) 1998 VeriSign, Inc. - For authorized use
only",
OU=Class 3 Public Primary Certification Authority - G2, O="VeriSign, Inc.", C=US
l CN=VeriSign Class 3 Public Primary Certification Authority - G3,
OU="(c) 1999 VeriSign, Inc. - For authorized use only", OU=VeriSign Trust
Network,
O="VeriSign, Inc.", C=US
l CN=VeriSign Class 3 Public Primary Certification Authority - G4,
OU="(c) 2007 VeriSign, Inc. - For authorized use only", OU=VeriSign Trust
Network,
O="VeriSign, Inc.", C=US
l CN=VeriSign Class 3 Public Primary Certification Authority - G5,
OU="(c) 2006 VeriSign, Inc. - For authorized use only", OU=VeriSign Trust
Network,
O="VeriSign, Inc.", C=US
l CN=VeriSign Universal Root Certification Authority,
OU="(c) 2008 VeriSign, Inc. - For authorized use only", OU=VeriSign Trust
Network,
O="VeriSign, Inc.", C=US

DigiCert Certificates
Certificate Link
High https://cacerts.digicert.com/DigiCertHighAssuranceEVRootCA.crt.pem
Assurance
EV Root CA
Global Root https://cacerts.digicert.com/DigiCertGlobalRootCA.crt.pem
CA

Supported TLS Protocols

Five9 does not accept unencrypted API connections. When developing a custom web
service to communicate with the Five9 API, ensure that your web service uses these
security protocols and that you use the web browsers versions supported by Five9. If
your environment uses proxy servers, these must support the secure WebSocket (WSS)
protocol for desktop and network proxies.

13 Technical Requirements • Reference Guide

 Environment and Security

Supported TLS Protocols

Security Protocol Notes

TLS Transport Layer Security protocol. TLS 1.2 is supported for
inbound and outbound traffic.
TLS Cipher Suite Minimum of 128-bit encryption is required.
WSS Secure WebSocket (WSS) protocol uses TLS encryption.
Diffie-Hellman Key Must be greater than or equal to 2048.

TLS Inbound Cipher Suites

The following are the supported TLS inbound cipher suites. To verify that your servers
support these ciphers, see SSL Server Test.

l TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384 (0xc030)
l TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256 (0xc02f)
l TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384 (0xc028)
l TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA (0xc014)
l TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256 (0xc027)
l TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA (0xc013)

TLS Outbound Cipher Suites

The following are the supported TLS 1.2 outbound cipher suites. To verify that your
servers support these ciphers, see SSL Server Test.

l TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384 (0xc024)
l TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384 (0xc028)
l TLS_ECDH_ECDSA_WITH_AES_256_CBC_SHA384 (0xc026)
l TLS_ECDH_RSA_WITH_AES_256_CBC_SHA384 (0xc02a)
l TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA (0xc00a)
l TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA (0xc014)
l TLS_ECDH_ECDSA_WITH_AES_256_CBC_SHA (0xc005)
l TLS_ECDH_RSA_WITH_AES_256_CBC_SHA (0xc00f)
l TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256 (0xc023)
l TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256 (0xc027)
l TLS_ECDH_ECDSA_WITH_AES_128_CBC_SHA256 (0xc025)
l TLS_ECDH_RSA_WITH_AES_128_CBC_SHA256 (0xc029)
l TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA (0xc009)

14 Technical Requirements • Reference Guide

 Environment and Security

Supported TLS Protocols

l TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA (0xc013)
l TLS_ECDH_ECDSA_WITH_AES_128_CBC_SHA (0xc004)
l TLS_ECDH_RSA_WITH_AES_128_CBC_SHA (0xc00e)
l TLS_ECDHE_ECDSA_WITH_AES_256_GCM_SHA384 (0xc02c)
l TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256 (0xc02b)
l TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384 (0xc030)
l TLS_ECDH_ECDSA_WITH_AES_256_GCM_SHA384 (0xc02e)
l TLS_ECDH_RSA_WITH_AES_256_GCM_SHA384 (0xc032)
l TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256 (0xc02f)
l TLS_ECDH_ECDSA_WITH_AES_128_GCM_SHA256 (0xc02d)
l TLS_ECDH_RSA_WITH_AES_128_GCM_SHA256 (0xc031)
l TLS_EMPTY_RENEGOTIATION_INFO_SCSV (0x00ff)

Setting the TLS Protocols in Your Browser

Enable the TLS 1.2 encryption protocol in your browser security settings.

Important
For enhanced security, Five9 does not support inbound or outbound traffic
using the TLS 1.1 protocol. Ensure that the TLS 1.2 protocol is enabled in your
browser to connect to Five9 applications.

15 Technical Requirements • Reference Guide

Five9 SIP Trunk Options

SIP trunks are VoIP-based carrier services offered by an Internet Telephony Service
Provider (ITSP) that uses the SIP protocol to set up communications between the PSTN
network and inbound, outbound, or blended calls by Five9 Agents. SIP trunks support
all domestic, International, and toll-free services.

Private SIP Trunks Provided by Five9 ITSP Providers

SIP Trunks Provided by Your ITSP Provider
Private SIP Trunks for Five9 Gateway to Customer Gateway

Important
To ensure that your business is not affected during data center migrations, be
sure to configure a redundant data center regardless of the data center that
you use. For example, if your primary data center is ATL (Atlanta), your
alternate data center is SCL (Santa Clara).

Private SIP Trunks Provided by Five9 ITSP

Providers
This service originates in the Five9 data center and connects to the PSTN network. You
do not need to configure anything.

16 Technical Requirements • Reference Guide

 Five9 SIP Trunk Options

SIP Trunks Provided by Your ITSP Provider

SIP Trunks Provided by Your ITSP Provider

Your ITSP connects to the Five9 session border controllers (SBCs) in the Five9 data
centers. To successfully configure, test, and turn up the SIP trunk, you must complete
and return the installation checklist provided by your professional services
implementation team. For more information, contact your Five9 representative.

Private SIP Trunks for Five9 Gateway to

Customer Gateway
If your enterprise already has or is considering a SIP Infrastructure, such as a SBC, proxy
server, or SIP server, you may also select the gateway-to-gateway option. New SIP
trunks are installed during the Five9 setup.

A gateway, such as AVAYA, CISCO, or Asterisk, enables you to connect to Five9 with SIP
trunks across the Internet or through a VPN or Direct Connect Option.

17 Technical Requirements • Reference Guide

Agent, Supervisor, and Administrator
Applications

Requirements for Web-Based Applications

Five9 Agent Assist Requirements
Virtual Desktop Requirements
Requirements for Java-Based Applications
Headset for Agents and Supervisors
Application Notes

Requirements for Web-Based Applications

These requirements apply to browser-based applications for agents, supervisors, and
administrators, including Five9 Agent Assist, Agent Desktop Plus, Agent Desktop
Toolkit, Supervisor Plus, Digital Engagement (SCC Admin), and Administrator Console.

To communicate with Five9, Agent Desktop Plus uses standard security protocols
HTTPS and Secure WebSocket (WSS), which are required for proxy servers. See
Supported TLS Protocols for details.

Workstation Requirements for Web-Based Applications

Requirements for Five9 Video Engagement

Workstation Requirements for Web-Based

Applications
Important
These requirements cover the use of Five9 applications. If agents use additional
applications while using Five9 applications, be sure that each computer has
sufficient hardware, a faster processor, and additional RAM to support all
required applications.

18 Technical Requirements • Reference Guide

 Agent, Supervisor, and Administrator Applications

Requirements for Web-Based Applications

If agents run multiple applications (tabs) in the browser in addition to Five9

applications, ensure that each computer has adequate RAM, or session
disconnects could occur.

Hardware
Windows Platforms

Component Minimum Version or Value Recommended

Processor Intel Core i5-4440, CPU 2.10 GHz Intel Core i7-4770, CPU 3.40 GHZ
With Secure RTP, minimum
requirements increase to Intel
Pentium IV 2.66 GHZ or greater.
Memory 8 GB 16 GB
Screen Resolution 1024 x 768 1024 x 768

Apple Mac Platforms

Component Minimum Version or Value Recommended

Processor l Intel Core i5, 1.7 GHz l Intel Core i7, 2.3 GHz

l Apple M1 l Apple M1

Memory 8 GB 16 GB

Chromebooks

Chromebooks are supported for WebRTC only. The Five9 Softphone plug-in cannot be
installed on these products.

Component Minimum Version or Value

Processor Intel Core i5
Memory 8 GB

19 Technical Requirements • Reference Guide

 Agent, Supervisor, and Administrator Applications

Requirements for Web-Based Applications

Operating Systems
Operating System Version Supported
Windows 32-Bit and 64-Bit l Windows 10, Pro, and Anniversary Update

l Windows 11 Pro and Enterprise

For notes about specific Windows issues, see Specific

Windows Issues.
Apple Mac l Version 11.2.3 Big Sur
l Version 12.5 Monterey
l Version 13.0 Ventura
l Version 14.0 Sonoma
Chrome l Versions 89.0.4389.130, 90.0.4430.215

Note
Specific Windows issues:
l Windows Media Player is not installed by default so the required MP3
codecs are absent. As a result, you cannot play sound alerts and
voicemail recordings in Firefox. To resolve this issue, download and
install the update for Windows 10: Windows 10 N and KN.

l Workstation User Access Privileges

User Access Control (UAC) can remain enabled during installation. VCC
users must, at a minimum, be standard users on their Windows
workstation.

Web Browsers
Windows Platforms

Browser Version
Google Chrome™ Most recent three stable versions. Google Chrome is
automatically updated. Five9 makes every effort to test and
support the most recent version.
Five9 supports 32-bit and 64-bit versions of the Chrome browser.
Firefox Most recent three stable versions.
Five9 supports 32-bit and 64-bit versions of the Firefox browser.1
Microsoft Edge Most recent three stable versions.

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 Agent, Supervisor, and Administrator Applications

Requirements for Web-Based Applications

Browser Version
Five9 supports Microsoft Edge based on Chromium.
1Five9 does not recommend using Firefox for WebRTC when multiple tabs are used.

Apple Mac Platforms

macOS is 64-bit only.

Browser Version
Google Chrome™ Most recent three stable versions. Google Chrome is automatically
updated. Five9 makes every effort to test and support the most
recent version.
Firefox Most recent three stable versions.
Safari Most recent version.

Important: Effective June 30, 2024, Five9 is ending

support for the Safari browser on all Five9 browser
applications including Agent Desktop Plus, Five9 adapters,
Supervisor Plus, and Admin Console. Customers using
macOS workstations are encouraged to move to Chrome
or Firefox. Accessibility-related issues using these products
on Safari in the meantime will not be supported.

Important: Safari is supported only on macOS desktop

workstations, and voice support in Safari is only available
with WebRTC or PSTN. The Five9 softphone adapter is not
supported on Safari.

21 Technical Requirements • Reference Guide

 Agent, Supervisor, and Administrator Applications

Requirements for Web-Based Applications

Requirements for Five9 Video Engagement

Hardware
Windows Requirements

Component Minimum Version or Value Recommended

Processor Intel Core i5-4440, CPU 2.10 GHZ Intel Core i7-4770, CPU 3.40 GHz
Memory 8 GB 16 GB
Screen Resolution 1024 x 768 1024 x 768

Apple Mac Requirements

Component Minimum Version or Value Recommended

Processor l Intel Core i5, CPU 1.7 GHZ l Intel Core i7, CPU 2.3 GHz

l Apple M1 l Apple M1

Memory 8 GB 16 GB

Operating Systems
Operating System Version Supported
Windows 32-Bit and 64-Bit l Windows 10, Pro, and Anniversary Update
l Windows 11 Pro and Enterprise

Apple Mac l Version 11.2.3 Big Sur

l Version 12.5 Monterey
l Version 13.0 Ventura
l Version 14.0 Sonoma

Web Browsers
Note
For Five9 Video Engagement, agents must install the SightCall plugin and the
browser extension. For more information, see the SightCall documentation.

22 Technical Requirements • Reference Guide

 Agent, Supervisor, and Administrator Applications

Requirements for Web-Based Applications

Windows Platforms

Browser Version Supported

Google Chrome™ Most recent three stable versions. Google Chrome is automatically
updated.
Five9 supports 32-bit and 64-bit versions of the Chrome browser.
Firefox Most recent three stable versions.
Five9 supports 32-bit and 64-bit versions of the Firefox browser.
Microsoft Edge Most recent three stable versions.
Five9 supports Microsoft Edge based on Chromium.

Apple Mac Platforms

Browser Version Supported

Google Chrome™ Most recent three stable versions. Google Chrome is
automatically updated.
Five9 supports 32-bit and 64-bit versions of the Chrome
browser.
FireFox Most recent three stable versions.
Five9 supports 32-bit and 64-bit versions of the Firefox
browser.
* Apple® Safari browser is not supported for agents using Five9 Video Engagement.

Mobile Devices
To use Five9 Video Engagement on mobile devices, agents must install the SightCall
app. A free app is provided in the app store by SightCall for iOS and Android. For
supported devices and for information on installing the SightCall app on mobile
devices, see the SightCall documentation.

Video
To use Five9 Video Engagement, agents require a sound card and a built-in or
standalone webcam. For information on requirements, see the SightCall
documentation.

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 Agent, Supervisor, and Administrator Applications

Five9 Agent Assist Requirements

Five9 Agent Assist Requirements

Agent Assist requires access to these URLs.

URL Description
five9.net Access to Five9 Intelligent Cloud Contact Center infrastructure and
services.
launchdarkly.com Access to feature management and continuous delivery.
For the public IP list for LaunchDarkly, see
https://app.launchdarkly.com/api/v2/public-ip-list.
googleapis.com Access to open-source CSS and fonts.
gstatic.com
cloud.google.com Access to Google Cloud.
pndsn.com Access to messaging API (by PubNub) for client-side
communication.

For Agent Assist bandwidth requirements, see Five9 Bandwidth Requirements.

Virtual Desktop Requirements

Your agents can access Five9 Plus applications from a virtual desktop with the following
options and media channels:

l Phone connections: Five9 Softphone, WebRTC, VDI softphone, PSTN, and

gateway
l Channels: email, chat, and social
To ensure the best audio quality, Five9 recommends using Five9 VDI softphone, PSTN,
or gateway connection. Solutions that process the audio within the VDI session, such as
Five9 standard softphone or WebRTC, add a significant burden on shared VDI resources
and are discouraged.

Note
Five9 does not specify requirements or support for the virtualization
server installation. For requirements and support information, contact

24 Technical Requirements • Reference Guide

 Agent, Supervisor, and Administrator Applications

Virtual Desktop Requirements

your VDI vendor.

You are responsible for configuring, managing, and scaling your
VDI environment to ensure optimal agent audio quality. Issues with
audio must be reproducible in a non-VDI environment to be investigated
by Five9.

Configuring the VDI Softphone Option

Five9 VDI softphone solution runs the softphone, but not the Five9 Plus application, on
the agent terminal. This configuration allows the Five9 softphone service to run on the
virtual desktop in a proxy mode, while also running the Five9 softphone service in a
standard mode on the agent's terminal. The softphone audio is processed locally to the
agent and voice traffic is between the agent's terminal and Five9. This way, the agent
audio is effectively running outside of the VDI session.

This configuration also supports a Dynamic Virtual Channel (DVC) plug-in mode that
enables the VDI softphone to support remote agents behind NAT firewalls or VPN. The
VDI softphone makes a first attempt using DVC then, if that fails, it will try to connect to
the agent’s terminal using port 8083.

You must meet the following requirements to use the VDI softphone option:

l Agent terminal must have Microsoft Windows OS

l Port 8083 must be open in the network and available between the VM and the
agent terminals
Note
DVC plug-in mode does support the Citrix Virtual App (formerly Citrix Xen App)
but does not support Citrix Virtual Desktop (formerly Citrix Xen Desktop). Citrix
Virtual Desktop and Citrix Virtual App support port 8083.

PSTN and Gateway Mode Options

Five9 supports gateway mode connections with either a direct SIP station or a
registered gateway SIP station with an external IP address.

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 Agent, Supervisor, and Administrator Applications

Virtual Desktop Requirements

Five9 supports PSTN mode connections with telephony endpoints called over the
PSTN or PBX endpoints over a private SIP trunk.

Contact your Five9 representative to determine if these options are preferred options
to the VDI softphone option.

Virtual Desktop Infrastructure

Citrix and VMWare Platforms

Five9 supports these platforms:

l Citrix Virtual Apps and Desktops version 1912 LTSR CU3

l Citrix Virtual Desktops version 7.15 LTSR CU8
l VMWare Horizon version 7.13 CR

Supported Operating Systems in Virtual Environments

Five9 supports these operating systems in virtual environments:

l Microsoft Windows Desktop 10

l Microsoft Windows Server 2019 (Citrix only, not available on VMWare)

Sample Citrix Virtual App Server Configuration

As a reference, Five9 provides the following example for a Citrix Virtual App Server
configuration using a Five9 VDI Softphone solution. Configuration may vary based on
your environment.

Configuring Common Citrix Policies

HDX Adaptive Transport. Set HDX Adaptive Transport to ICA if you plan to use
VDI softphone in 8083 port mode.

Virtual Channel Allow List. Set Virtual Channel Allow List to Disabled if you plan to
use VDI softphone proxy mode via the DVC plug-in.

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 Agent, Supervisor, and Administrator Applications

Virtual Desktop Requirements

Configuring Citrix Virtual Apps Policies

Virtual IP Loopback Support. Set this policy to Enabled.

Virtual IP Loopback Programs List. Add the following applications to this list:

l chrome.exe
l firefox.exe
l msedge.exe
l Five9SoftphoneService.exe
l java.exe
l javaw.exe
l javaws.exe (add this if you intend to run Five9 java clients inside of VDI session)

Configuring Windows Server

Enable IP Virtualization. This is accomplished in different ways for different versions
of Microsoft Windows Server. Different limitations apply to different versions. For
specific information on your environment, see Windows Server 2019.

Granting Microphone Access. To configure microphone access, follow these steps.

l Using Windows settings:

1 Navigate to: Start > Settings > Privacy > Microphone.
2 Enable Allow apps to access your microphone.
3 Click Save.
l Using Group Policy Object (GPO) settings:
1 Enable Administrative Templates/Windows Components/App
Privacy/Let Windows apps access the microphone.
2 Save.
Disable Chrome Audio Sandbox. Set
HKLM/Software/Policies/Google/Chrome/Audio SandboxEnabled DWORD property
to zero (0).

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 Agent, Supervisor, and Administrator Applications

Virtual Desktop Requirements

Note
There is no special configuration required for VMWare Horizon using the
Five9 VDI Softphone solution.

Configuring Agent VDI Terminals

You may use Windows OS thin or thick clients with the VDI softphone. Five9 has tested
these Windows thin clients:

l HP thin client t530/t540/t640

l Dell Wyse thin client 5079
Note
VDI softphone does not support Zero clients.

Other solutions that process the audio within the virtual session, such as the standard
softphone or WebRTC, can support Linux OS thin clients but may negatively impact
audio quality.

VDI View Clients

Five9 supports the following Agent View clients:

l Citrix Workspace 2019 (formerly Citrix Receiver). For detailed requirements, see
Citrix minimum requirements for Citrix Workspace.
l VMWare Horizon Client 8.3.0. For detailed requirements, see VMWare minimum
requirements for VMWare Horizon Client, Windows.
Note
VMWare Horizon Web Client is not supported.

View Client Protocols

Five9 supports these protocols:

l Citrix ICA and HDX

l VMWare Blast and PCOIP

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 Agent, Supervisor, and Administrator Applications

Requirements for Java-Based Applications

Note
High-definition experience (HDX) protocol is supported when Five9
VDI softphone is used in DVC plug-in mode. HDX protocol is not
supported when using port 8083. For more information about HDX, see
How to Configure HDX Enlightened Data Transport Protocol

RDP View Protocol

Five9 does not support RDP View protocol on VMWare.

Desktop Browser Support

Five9 supports the following desktop browsers:

l Chrome
l Microsoft Edge
l Firefox

Requirements for Java-Based Applications

These requirements apply to the Java-based Five9 Administrator, Agent Desktop and
Supervisor applications.

Hardware
Java Runtime Environment (JRE) for Applications
Operating Systems
Web Browsers
Five9 Supervisor

Hardware
Important
These requirements cover the use of Five9 applications. If agents use additional
applications while using Five9 applications, be sure that each computer has
sufficient hardware, a faster processor, and additional RAM to support all
required applications. Supervisors running reporting applications require
additional memory. See Workstation Requirements for Spreadsheet
Dashboards.

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 Agent, Supervisor, and Administrator Applications

Requirements for Java-Based Applications

Important
If your domain has more than 5,000 users, ensure that any workstations that
run the Java-based Administrator application meet the recommended
hardware requirements (16GB RAM).

Windows Platforms
Component Minimum Version or Value Recommended
Processor Intel Core i5-4440, CPU 2.10 GHz Intel Core i7-4770, CPU 3.40 GHz
Memory 8 GB 16 GB
Screen 1024 x 768 or higher 1024 x 768 or higher
Resolution

Apple Mac Platforms

The Apple Mac platform is supported for the Five9 VCC Administrator, Desktop Agent,
Supervisor, and Five9 stateless adapters for Salesforce, Agent Desktop Toolkit,
NetSuite, Oracle, and Velocify.

Important
Versions 3 and 4 of the Five9 CTI Adapter for Salesforce are not supported on
Mac OS X platform. The Five9 Open CTI Adapter for Salesforce is supported on
Mac OS X releases.

Component Minimum Version or Value Recommended

Processor Intel Core i5, 1.7 GHz Intel Core i7, 2.3 GHz
Memory 8 GB 16 GB

Java Runtime Environment (JRE) for Applications

Warning
Due to changes to the Oracle Java SE Support Roadmap, you are required to
purchase a Java SE Subscription to receive future updates of Oracle Java SE
products.

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 Agent, Supervisor, and Administrator Applications

Requirements for Java-Based Applications

The Five9 Administrator, Supervisor, and Agent applications will continue to

work with Oracle Java SE. To purchase a Java SE subscription, visit Oracle Java
SE Subscriptions.

Because the Five9 web-based applications do not require Java SE, Five9
strongly recommends that you migrate to the Five9 Plus applications. For more
information about the migration, contact your Five9 representative.

Component Version
Java Runtime 8.0 updates 371, 381, and 391.
Environment l For Windows systems, the 32-bit version is required to use the
softphone and the script and browser tabs in the Desktop Agent
application.
l For macOS BigSur and Java Runtime Environment 1.8.0_291, Five9
recommends to set the macOS Prefer Tabs = never option in
System Preferences under General settings.

Operating Systems

Windows and Mac (32-bit and 64-Bit)

Operating System Version Supported
Windows 32-Bit and 64-Bit l Windows 10, 10 Pro

l Windows 11 Pro and Enterprise

Apple Mac l Versions 10.7 Lion to 10.13 High Sierra included

Five9 Agent or Supervisor Workstation User Access Control

Operating System Version and Notes
Windows 10 and 10 User Access Control (UAC) can remain enabled during installation.
Pro At a minimum, VCC users must have standard access to their
Windows 11 Pro Windows workstation.
and Enterprise

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Requirements for Java-Based Applications

Web Browsers
Five9 supports 32-bit and 64-bit versions of the Chrome browser.

Windows (32-bit version only)

Browser Version
Google Chrome™ Most recent three stable versions. Google Chrome is automatically
updated. Five9 makes every effort to test and support the most
recent version.
Firefox Most recent three stable versions. Firefox is supported on
Windows 32-bit and 64-bit operating systems.

Apple Mac Platforms

Browser Version
Google Chrome™ Most recent three stable versions. Google Chrome is
automatically updated. Five9 makes every effort to test and
support the most recent version.
Firefox Most recent three stable versions. Firefox is supported on
Windows 32-bit and 64-bit operating systems.
* Apple® Safari desktop browser is not supported for use with Java-based applications on
macOS desktop workstations.

Five9 Supervisor
In addition to the preceding requirements, supervisors who use additional software
applications may require more RAM and a faster processor. Ensure that each
workstation has sufficient hardware to support all running applications.

Workstation Requirements for Spreadsheet Dashboards

Component Version
Processor Intel Pentium IV 2400 MHZ or greater, or equivalent
Memory 3.0 GB or greater
Application Microsoft Office 2003 or later

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 Agent, Supervisor, and Administrator Applications

Headset for Agents and Supervisors

Apple iPad
This section applies to the iPad Supervisor application. It does not apply to Supervisor
Plus and the Java Supervisor client.

l Supported iPad models:

o iPad Air
o iPad mini 2 (Retina)
o iPad 4
o iPad mini
o iPad 3

l Codecs: The primary codecs are G711U and G711A. You may also use GSM or
ILBC, but these have not been tested.

l Browsers: Chrome and Safari are supported for the iPad Supervisor application.

l Headsets: Supervisors may use any headset compatible with iPad and any
Advanced Audio Distribution Profile-compatible (A2DP) Bluetooth device that is
certified by Apple for use with iPad devices.

Headset for Agents and Supervisors

Five9 recommends USB-connected headsets with noise canceling features. Analog
headsets are not supported. Wireless LAN technology often results in degradation of
call voice quality, causes a delay between the audio played and heard, and can present
other audio issues. Because these issues contribute to a lower-quality customer
experience, Five9 does not recommend wireless headsets when more than 10 agents
are active at the same time. For suggested devices, see Five9 Recommended Headsets.

Application Notes
Web Page Security and Visual IVR Scripts
Dashboards
Agent Desktop Plus with Digital Engagement
Integrated Administration Console

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 Agent, Supervisor, and Administrator Applications

Application Notes

Web Page Security and Visual IVR Scripts

VCC administrators can apply web page security to Visual IVR scripts to prevent these
scripts from being embedded in a web page X-frame where the user can be hijacked to
another page. Not all browsers support X-Frame in the same way. This table lists the
browsers and versions that support X-Frame-Options HTTP header that is used with the
Five9 Web Page Security feature.

To test any other browser version, see

http://erlend.oftedal.no/blog/tools/xframeoptions/. For more information, see the
Interactive Voice Response (IVR) Administrator's Guide.

Browser1 Version Supported Version Partially Supported2

Chrome 46, 47, 48, 54, 56, 67
52, 56 (Android phones)
Firefox 18 – 79 17
Opera 26
1Apple®Safari desktop browser is not supported.

2 ALLOW_FROM value not supported.

Dashboards
The browser must support Secure WebSocket (WSS) and SVG. Dashboards do not work
if the browser is set to Compatibility View.

Agent Desktop Plus with Digital Engagement

Some antivirus software, such as Avast! Antivirus, might interfere with the ability to use
the chat, social, or email because the software prevents text media from loading.

Integrated Administration Console

Browser requirements for integrated administration console:

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Application Notes

Browser Version
Google Chrome™ Most recent three stable versions. Google Chrome is automatically
updated. Five9 makes every effort to test and support the most
recent version.

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Five9 Agent Integrations

Requirements for Web-Based Adapters

Requirements for Java-Based Adapters
Five9 Cloud API Web Services (Custom Integration)

Requirements for Web-Based Adapters

These requirements apply to Five9 Plus adapters:
l Five9 Plus Adapter for Agent Desktop Toolkit
l Five9 Plus Adapter for Salesforce
l Five9 Plus Adapter for Oracle
l Five9 Plus Adapter for NetSuite
l Five9 Plus Adapter for Microsoft Dynamics 365
l Five9 Plus Adapter for Zendesk
l Five9 Plus Adapter for ServiceNow
The Five9 Plus adapters use standard security protocols HTTPS and Secure WebSocket
connections to communicate with the Five9 environment. If you plan to use proxy
servers, the servers must support Secure WebSocket. See Supported TLS Protocols for
details.

Workstation Requirements for Web-Based Adapters

Application Requirements

Workstation Requirements for Web-Based Adapters

Important
These requirements cover the use of Five9 adapters. If agents use additional
applications while using Five9 applications, be sure that each computer has
sufficient hardware, a faster processor, and additional RAM to support all
required applications.

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 Five9 Agent Integrations

Requirements for Web-Based Adapters

Hardware
Windows Platforms

Component Minimum Version or Value Recommended

Processor Intel Core i5-4440, CPU 2.10 GHz Intel Core i7-4770, CPU 3.40 GHz
Memory 8 GB 16 GB
Screen 1024 x 768 or higher 1024 x 768 or higher
Resolution

Note
If you enable Secure RTP, the minimum workstation requirement is Intel
Pentium IV 2.66 GHZ or greater and 1.5 GB memory.

Apple Mac Platforms

Component Minimum Version or Value Recommended

Processor l Intel Core i5, 1.7 GHz l Intel Core i7, 2.3 GHz

l Apple M1 l Apple M1

Memory 8 GB 16 GB

Operating Systems
Operating System Version Supported
Windows 32-Bit and 64-Bit l Windows 10, Pro

l Windows 11 Pro and Enterprise

Apple Mac l Version 11.2.3 Big Sur

l Version 12.5 Monterey
l Version 13.0 Ventura
l Version 14.0 Sonoma

Web Browsers
For information about the browser configuration specific to your Plus adapter, see the
guides for your integration.

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 Five9 Agent Integrations

Requirements for Web-Based Adapters

Important
Five9 has ended support for Microsoft® Internet Explorer for all products. Five9
will continue to support Internet Explorer version 11 for the Oracle Service
Cloud adapter only.

Browser Version Supported Platforms

Google Most recent three stable versions. Google Chrome is Windows
Chrome™ automatically updated. Five9 makes every effort to test and and Mac
support the most recent version.
Five9 supports 32-bit and 64-bit versions of the Chrome
browser.
Firefox Most recent three stable versions. Windows
Five9 supports 32-bit and 64-bit versions of the Firefox and Mac
browser.
Microsoft Most recent three stable versions. Windows
Edge Five9 supports Microsoft Edge based on Chromium.
Safari The most recent version of Safari is supported for these Mac
adapters: (desktop
l Microsoft Dynamics 365 only)

l ServiceNow
l Salesforce
l Zendesk
Safari is not supported for Agent Desktop Toolkit Plus,
Netsuite, or Oracle adapters.

Important: Effective June 30, 2024, Five9 is ending

support for the Safari browser on all Five9 browser
applications including Agent Desktop Plus, Five9
adapters, Supervisor Plus, and Admin Console.
Customers using macOS workstations are
encouraged to move to Chrome or Firefox.
Accessibility-related issues using these products on
Safari in the meantime will not be supported.

Important: Safari is supported only on macOS

desktop workstations, and voice support in Safari is
only available with WebRTC or PSTN. The Five9
softphone adapter is not supported on Safari.

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Requirements for Web-Based Adapters

Application Requirements

Plus Adapter for Agent Desktop Toolkit

No additional requirements.

Plus Adapter for Salesforce

The current Managed Package version is 2.46. The supported SAML version is 2.0.

Five9 supports the Salesforce Lightning CTI mode, Sales Cloud, and Service Cloud with
the Professional, Enterprise, Unlimited, and Performance editions. The Plus Adapter for
Salesforce Lightning Experience is supported.

Plus Adapter for Oracle Service Cloud

To use the chat feature, the Five9 Plus Adapter requires at least Oracle Service Cloud
2014 server.

Plus Adapter for NetSuite

Important
Five9 is updating the Chrome extension to support Content Delivery Network
(CDN) for the Plus Adapter for Netsuite.

Ensure to add the appropriate CDN domain to your firewall allowlist.

To avoid any potential service impact, Five9 strongly recommends that you
implement this change by January 20, 2022.

Data Center Domain

US data centers cdn.prod.us.five9.net
Canada data centers cdn.prod.ca.five9.net
European data centers cdn.prod.eu.five9.net

Plus Adapter for Microsoft Dynamics 365

The adapter requires at least these versions:

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 Five9 Agent Integrations

Requirements for Java-Based Adapters

l Microsoft Dynamics 365 Online version 9.0.

l Microsoft Dynamics 365 (On-Premises) version 2013 or higher.
Microsoft Dynamics 365 Channel Integration Framework enables developers to build
third-party communication applications to integrate voice and Digital Engagement.
Five9 provides limited support for Microsoft Dynamics 365 Channel Integration
Framework. For more information, contact your Five9 representative.

Plus Adapter for Zendesk

The adapter requires at least Zendesk Support and Zendesk Talk - Partner Edition (see
zendesk.com/talk/pricing). To play recordings, the Zendesk application requires Adobe
Flash Player.

Plus Adapter for ServiceNow

The adapter supports the Classic and Agent workspaces and is compatible with the
following ServiceNow releases:

l Vancouver
l Utah
l Tokyo
l San Diego

Requirements for Java-Based Adapters

Workstation Requirements for Java-Based Adapters
Application Requirements

Workstation Requirements for Java-Based Adapters

Important
These requirements cover the use of Five9 adapters. If agents use additional
applications while using Five9 applications, be sure that each computer has
sufficient hardware, a faster processor, and additional RAM to support all
required applications.

40 Technical Requirements • Reference Guide

 Five9 Agent Integrations

Requirements for Java-Based Adapters

Hardware
Component Version
Memory Add 512 MB to agent desktop requirements.

Operating Systems
Operating System Version Supported
Windows 32-Bit and 64-Bit l Windows 10, Pro

l Windows 11 Pro and Enterprise

Apple Mac l Version 11.2.3 Big Sur

l Version 12.5 Monterey
l Version 13.0 Ventura
l Version 14.0 Sonoma

Java Runtime Environment (JRE) for Adapters

Component Version
Java Runtime 8.0 updates 371, 381, and 391.
Environment (JRE) The 32-bit version is required for softphone use. The adapters for
NetSuite and Velocify do not work with version 251.

Web Browsers
The softphone requires a 32-bit version.

Browser Version Supported Platforms

Google Most recent three stable versions. Google Chrome is Windows
Chrome™ automatically updated. Five9 makes every effort to test and and Mac
support the most recent version.
Except for Salesforce Open CTI, Chrome cannot be used on
Mac platforms.
Five9 supports 32-bit and 64-bit versions of the Chrome
browser.
Firefox Most recent three stable versions. Windows
The adapters for NetSuite and Velocify do not support these and Mac
versions.

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Requirements for Java-Based Adapters

Browser Version Supported Platforms

Five9 supports 32-bit and 64-bit versions of the Firefox
browser.
Important: Note for Agent Desktop Toolkit, NetSuite, and
Velocify: If you use the 64-bit version, you cannot
automatically install the extensions. To install them
manually, follow these steps:
1 Download and install the adapter.
The extension file is placed in the user’s file system.
2 In Firefox, either click the menu button and choose Add-
ons, or select Tools > Add-ons.
3 On the left, click Extensions.
4 At the top right, click the cog icon, and select Install Add-
on From File.
5 Locate and open the extension file:
c:\Users\<USERNAME>\AppData\Roaming\Five9
\Integrations\Firefox Extensions\f9adt.xpi
* Apple® Safari desktop browser is not supported for use with Java-based adapters on
macOS desktop workstations.

Application Requirements

Five9 Agent Desktop Toolkit

This adapter supports only the voice channel. It cannot be used for Digital Engagement.

Five9 Open CTI Adapter for Salesforce

These Salesforce versions are supported:
Salesforce Product Version Supported
Salesforce Unlimited, Enterprise, and Professional Editions
Service Cloud Console Supported when used in a supported edition
Partner Edition Not supported

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 Five9 Agent Integrations

Five9 Cloud API Web Services (Custom Integration)

Salesforce.com determines the web browsers and their versions supported for the
Salesforce development toolkit. Browsers are 32-bit versions only.

Five9 Adapter for NetSuite

Five9 supports the current and previous versions of NetSuite CRM+.

Five9 Adapter for Oracle Service Cloud

The adapter requires Microsoft .NET Framework, version 4.0.

Five9 Adapter for Velocify

Five9 supports the current and previous versions of Velocify Small Business and
Enterprise. Your version of Velocify must support XML Post capabilities.

Five9 Cloud API Web Services (Custom

Integration)
The Five9 Cloud API web services enable you to create custom integrations. APIs
contain technical limits designed to prevent excessive use that may degrade overall
performance of the API services. Refer to the API documentation for the current limits
for each API.

43 Technical Requirements • Reference Guide

Verint Systems Requirements

Verint Systems® is a browser-based application that provides agent analytics and

performance evaluation.

Workstation Requirements
Network Requirements (LAN and WAN)

Workstation Requirements
These requirements assume the Five9 Virtual Contact Center and Verint Systems
products are the only applications running in the agent’s workstation. Agents who use
additional software may require additional RAM and a faster processor. Sufficient
hardware to support all agent applications is at the discretion of the administrator.
Some features may require additional workstation components.

To allow your agents to create and leave conferences that contain an unlimited number
of participants, request from your Five9 representative that your domain be enabled.
As part of that process, you will be required to acknowledge that you will be
responsible for toll charges if your agents set up external non-business-related
conferences.

Hardware Requirements
Third-Party Software Required for Agent Stations
Third-Party Software Required for Browsing
Workstation Antivirus Settings
Java Runtime Settings Requirements for Verint
Supported Operating Systems
Supported Web Browsers
Browser Requirements for Verint Player

44 Technical Requirements • Reference Guide

 Verint Systems Requirements

Workstation Requirements

Hardware Requirements
Component Requirement
Processor Minimum: 2 GHz; recommended: 3.2 GHz
Memory Minimum: 2.0 GB; recommended 4.0 GB.
Disk Space For desktop and process analytics: 10 MB for the client installation files
and 100 MB to ensure that processes run when there is no network
access.
Monitor Minimum resolution: 1280 x 800
Recommended resolution: 1280 x 1024 or higher
Network 10-100 Mbps 10-BaseT LAN Card.

Third-Party Software Required for Agent Stations

The Five9 and Verint Systems® CTI integration supports a secure instance of Verint
Systems 15.2 Workforce Optimization solution.

This table lists the minimum third-party software requirements for the desktop
application installed in each agent’s computer.

Important
Install the desktop resources package before installing any other desktop
application.

Desktop Required Third-Party Software

Application
Desktop Resources Microsoft Windows Installer 5.0 or later.
Desktop and l Microsoft .NET Framework 4.6.2 or 4.7.x.
Process Analytics l Microsoft Windows Installer 5.0.
(DPA) Client
l Microsoft Message Queue (MSMQ) is required for all versions
of the DPA Client. The MSMQ Server and MSMQ Server core
features are required. System restart is required before
installing the DPA client.
l Microsoft Visual C++ 2015 Redistributable. On a 64-bit system,
both 32-bit and 64-bit redistributables must be installed.
DPA Validator l Microsoft .NET Framework 4.6.2 and higher versions supported

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 Verint Systems Requirements

Workstation Requirements

Desktop Required Third-Party Software

Application
by Microsoft on the Windows operating system.
l Microsoft Visual C++ 2015 Redistributable or higher requires
both 32-bit and 64-bit redistributables.
DPA Process l Microsoft .NET Framework 4.6.2 or 4.7.x.
Discovery l Microsoft Visio: Version 2010, 2013, or 2016.
l Visual Studio Tools for Office Runtime: Version 4.0.
Form Designer l Microsoft Windows Installer 5.0 or later.
Logger l Microsoft Windows Installer 5.0 or later.
l Microsoft .NET Framework 4.6.2 or 4.7.x.
l Microsoft Visual C++ 2015 Redistributable 32-bit or later with
applicable service packs and updates installed.
Screen Capture l Microsoft Windows Installer 2.0 or later.
Module l Microsoft Visual C++ 2019 Redistributable 32-bit.
l Microsoft .NET Framework 4.6.2or 4.7.x
Strategic Planner l Microsoft Windows Installer 5.0 or later
l Java Run-time Environment (JRE) 8.0 (32-bit) including all
approved minor version releases
l Visual C++ Redistributable for Visual Studio Update 4
l Verify that the JAVA_HOME environment variable is set to 32-
bit installation of Java.

Third-Party Software Required for Browsing

This table lists the software required to enable users (typically administrator or
supervisor) to browse web-based applications:

Software Web-Based Application

Adobe Reader, version 11 or Required for printing reports.
higher
Java Runtime Environment (JRE) The Strategic Planner web desktop application
8.0 (32-bit) including all approved requires JRE.
minor version releases.
Windows Media Player 12 Required to play files from workstations without
browsing to the Interactions Home Page.

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 Verint Systems Requirements

Workstation Requirements

Workstation Antivirus Settings

When workstations use real-time antivirus scans, there are file extensions, files, and
folders in the Verint application that should not be scanned by antivirus applications.

To prevent scanning these files, ensure that each workstation is set up to exclude the
following items.

Default Folder Exclusion List

%PROGRAMFILES%\Verint\DPA\Client Exclude all files and subfolders, or the process
DCUApp.exe.
%PROGRAMDATA%\Verint\DPA\Data Exclude all files and subfolders, or the process
DCUApp.exe.
Exclude the following typical file extensions at
a minimum: *.svn, *.htm, *.sxn, *.ini, *.def,
*.pds, *.xml, *.bmp, *.txt.
CaptureService\Screen Capture Module Exclude all files and subfolders, or the process
CaptureService.exe.

Java Runtime Settings Requirements for Verint

Verify the following Java Runtime Environment (JRE) settings:

l In the Java Control Panel, enable Keep temporary files on my computer in all
client workstations. Otherwise, each time that users log in, security prompts are
displayed.

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 Verint Systems Requirements

Workstation Requirements

l For systems using SSL with High Mode, in the Java Control Panel > Advanced >
Advanced Security Settings, enable Use TLS 1.2.

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 Verint Systems Requirements

Workstation Requirements

Supported Operating Systems

Operating System Version
Supported
Microsoft Windows 10 Pro and Enterprise 32-bit and 64-
bit
Microsoft Windows 11 Pro and Enterprise
Microsoft Windows Server 2019 (with Desktop Experience) Standard
and Datacenter editions
Microsoft Windows Server 2016 (with Desktop Experience) Standard
and Datacenter editions
Microsoft Windows Server 2012 R2 (Server with a GUI) Standard and
Datacenter editions
Microsoft Windows Server 2008 R2 SP1 Standard and Enterprise
editions

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 Verint Systems Requirements

Workstation Requirements

Supported Web Browsers

Microsoft Edge
Microsoft® Edge for Chromium v100 or higher is supported.

Google Chrome
Google® Chrome, version 45 or higher, is supported on Windows 32-bit and 64-bit
operating systems. The general Chrome settings described here apply to all desktop
applications. The location of the settings shown here use Chrome version 84, the
location you see may differ with Chrome version updates.

To configure your Chrome browser, follow these steps.

1 To enable JavaScript, select JavaScript Allowed.

2 To add the five9-wfo portal addresses to the list of sites allowed to run
JavaScript, click Add.
Pop-ups are required for the following pop-up windows:
o Login

o Interaction administration applications

o Play screen in a new window

o DPA portal

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 Verint Systems Requirements

Network Requirements (LAN and WAN)

3 To enable pop-ups, select Pop-ups Allowed and add the five9-wfo sites to the
list of sites allowed to display pop-ups.

4 To allow file downloads from the portal, such as DPA validator and reports,
select Ask or Allow for automatic downloads.

Browser Requirements for Verint Player

Google® streaming media player is the default player when working in Google Chrome
or Microsoft® Edge for Chromium.

Interaction playback in Chrome or Edge for Chromium streams playback and does not
require installation of the Plugin Playback on the user’s desktop. The streaming player
uses the native browser capabilities to perform playback.

Network Requirements (LAN and WAN)

If you use Screen Recording, an additional 160kbps is required for each agent in
addition to the stated bandwidth requirements.
For more information, see Five9 Network Requirements (LAN and WAN).

Firewall Requirements
These ports must be open for Verint application features. These ports apply to US,
Canada, and EU environments.

Port TCP/UDP Inbound/Outbound Server-Side Components

Number
443 TCP Outbound Verint Systems Application Suite
3520-3590 TCP Outbound Verint DPA customers only (RIS)
29434 TCP Outbound Verint Systems Cloud Screen
Recorder
29436 TCP Outbound Verint Systems RIS servers

51 Technical Requirements • Reference Guide

Studio Requirements

Five9 Studio is an omnichannel cloud-based platform used to deploy Intelligent Virtual

Agents (IVAs) and self-service applications.

Studio Workstation Requirements

Studio developers work in a browser application to design Intelligent Virtual Agent
applications. Studio supports these configurations:

l Operating System: Latest Windows and macOS versions.

l Browser: Google Chrome only.

Studio Network Requirements

Five9 Studio Intelligent Virtual Agent and Interactive Voice Response services can
integrate to APIs over the internet.

Studio 7 Network Requirements

Public Internet Domains

This table lists the URLs to access the Studio Portal.

URL Location Services

https://five9.us7.studioportal.io US, South America Studio Portal, Studio API

52 Technical Requirements • Reference Guide

 Studio Requirements

Studio Network Requirements

Web Service Integration IP Addresses

If you use a firewall to restrict access to specific sources, ensure that you add the
following IP addresses to your IP allowlist.

Note
All outbound requests from integration nodes and web services hosted
internally by Five9 will use the following IP addresses. Externally hosted
services such as Google App Engine or AWS will not use the IP addresses listed.

USA Integration IPs.

Virginia (Primary Site) Chicago (Secondary Site)
199.189.191.86 199.189.190.142
199.189.191.146 (alternate)

SBC Public IP Addresses

Note
l Studio SIP signaling uses UDP port 5060; Secure SIP TCP port 5061 in
beta release; Secure Call Proxy UDP port 5189; Secure SIP TCP port 5161.

l RTP Media uses UDP ports 35000 - 65000 for PCI, AWS, and SNSW icare
(Aus PoP) otherwise 10200 - 28000.

l Legacy trunks used UDP port 5188 for SIP signaling.

Note
DNS SRV is the preferred method to use when connecting to Five9 SIP
resources.

Customers and partners wanting to allow specific IPs need to monitor the
provided domains for changes to underlying IPs offered.

USA SBC IPs.

Virginia (Primary Site) Chicago (Secondary Site)
primary.sip.us.inferencecommunications.com secondary.sip.us.inferencecommunications.com
199.189.191.98 208.71.166.115

53 Technical Requirements • Reference Guide

 Studio Requirements

Studio Network Requirements

RTP Proxy Public IP Addresses

Region Public IP Address Port Range
Virginia 199.189.191.77 35000 - 65000
199.189.191.78
199.189.191.98
Chicago 208.71.166.113 35000 - 65000
208.71.166.114
208.71.166.115

Media Server Public IP Addresses

USA Virginia Media Server Public IPs.

IP Addresses
104.37.106.48/28
199.19.68.208/28
199.189.191.64/28

USA Chicago Media Server Public IPs.

IP Address
199.189.190.64/28
199.189.190.96/28
208.71.166.96/28

Studio 6 Network Requirements

Public Internet Domains

This table lists the URLs to access the Studio Portal.

URL Location Services

https://five9.us.studioportal.io US, South America Studio Portal,
Studio API

54 Technical Requirements • Reference Guide

 Studio Requirements

Studio Network Requirements

URL Location Services

https://five9.au.studioportal.io Australia, New Zealand, Japan, Studio Portal,
South East Asia Studio API
https://five9.ca.studioportal.io Canada Studio Portal,
Studio API
https://five9.uk.studioportal.io EU, UK, Africa Studio Portal,
Studio API
https://five9.br.studioportal.io Brazil Studio Portal,
Studio API

Web Service Integration IP Addresses

If you use a firewall to restrict access to specific sources, ensure that you add the
following IP addresses to your IP allowlist.

Note
All outbound requests from integration nodes and web services hosted
internally by Five9 will use the following IP addresses. Externally hosted
services such as Google App Engine or AWS will not use the IP addresses listed.

USA Integration IPs.

Virginia (Primary Site) Chicago (Secondary Site)
199.189.191.86 199.189.190.142
199.189.191.146 (alternate)

Virginia PCI (Primary Site) Chicago PCI (Secondary Site)

199.19.68.222 199.189.190.142

Australia Integration IPs.

Melbourne (Primary Site) Sydney (Secondary Site)
202.147.140.98 202.147.130.70

Melbourne PCI (Primary Site) Sydney PCI (Secondary Site)

202.147.129.154 202.147.130.92

55 Technical Requirements • Reference Guide

 Studio Requirements

Studio Network Requirements

UK Ireland Integration IPs.

Primary AZ Secondary AZ
34.248.214.96 34.249.108.45
34.250.28.125 (alternate)

Canada Integration IPs.

Primary AZ Secondary AZ Tertiary AZ
35.182.62.129 35.183.166.219 52.60.47.143

Brazil Sao Paulo IPs.

Primary AZ Secondary AZ
18.231.3.237 177.71.160.47
54.232.173.97 (alternate)

SBC Public IP Addresses

Note
l Studio SIP signaling uses UDP port 5060; Secure SIP TCP port 5061 in
beta release; Secure Call Proxy UDP port 5189; Secure SIP TCP port 5161.

l RTP Media uses UDP ports 35000 - 65000 for PCI, AWS, and SNSW icare
(Aus PoP) otherwise 10200 - 28000.

l Legacy trunks used UDP port 5188 for SIP signaling.

Note
DNS SRV is the preferred method to use when connecting to Five9 SIP
resources.

Customers and partners wanting to allow specific IPs need to monitor the
provided domains for changes to underlying IPs offered.

USA SBC IPs.

Virginia (Primary Site) Chicago (Secondary Site)
primary.sip.us.inferencecommunications.com secondary.sip.us.inferencecommunications.com
199.189.191.98 208.71.166.115

56 Technical Requirements • Reference Guide

 Studio Requirements

Studio Network Requirements

Virginia PCI (Primary Site) Chicago PCI (Secondary Site)

primary.sip.pci.us.inferencecommunications.com secondary.sip.pci.us.inferencecommunications.com
199.19.68.222 208.71.166.109

Australia SBC IPs.

Melbourne (Primary Site) Sydney (Secondary Site)
primary.sip.au.inferencecommunications.com secondary.sip.au.inferencecommunications.com
202.147.130.82 202.147.130.90

Melbourne PCI (Primary Site) Sydney PCI (Secondary Site)

primary.sip.pci.au.inferencecommunications.com secondary.sip.pci.au.inferencecommunications.com
202.147.129.156 202.147.130.93

UK SBC IPs.
Primary AZ Secondary AZ
primary.sip.uk.inferencecommunications.com secondary.sip.uk.inferencecommunications.com
34.255.92.105 52.211.77.33

Canada SBC IPs.

Primary AZ Secondary AZ
primary.sip.ca.inferencecommunications.com secondary.sip.ca.inferencecommunications.com
99.79.86.10 99.79.121.161

Brazil SBC IPs.

Primary AZ Secondary AZ
primary.sip.br.inferencecommunications.com secondary.sip.br.inferencecommunications.com
18.229.4.210 54.233.181.175

RTP Proxy Public IP Addresses

Region Public IP Address Port Range
Virginia non-PCI 199.189.191.77 35000 - 65000

57 Technical Requirements • Reference Guide

 Studio Requirements

Studio Network Requirements

Region Public IP Address Port Range

199.189.191.78
199.189.191.98
Virginia PCI 199.19.68.222 35000 - 65000
Chicago non-PCI 208.71.166.113 35000 - 65000
208.71.166.114
208.71.166.115
Chicago PCI 208.71.166.109 35000 - 65000
Melbourne non-PCI 202.147.130.82 35000 - 65000
Melbourne PCI 202.147.129.156 35000 - 65000
Sydney non-PCI 202.147.130.90 35000 - 65000
Sydney PCI 202.147.130.93 35000 - 65000
UK 52.18.167.135, 35000 - 65000
34.246.159.75
Canada 99.79.92.109, 52.60.164.146 35000 - 65000
Brazil 18.228.141.173, 35000 - 65000
18.228.158.129

Media Server Public IP Addresses

USA Virginia Media Server Public IPs.

IP Addresses
104.37.106.48/28
199.19.68.208/28
199.189.191.64/28

USA Chicago Media Server Public IPs.

IP Address
199.189.190.64/28
199.189.190.96/28
208.71.166.96/28

AUS Melbourne Media Server Public IPs.

58 Technical Requirements • Reference Guide

 Studio Requirements

Studio Network Requirements

IP Address
202.147.137.0/28

AUS Sydney Media Server Public IPs.

IP Address
202.147.139.16/28

UK Media Proxy IPs.

Primary Secondary
52.18.167.135 34.246.159.75

Canada Media Proxy IPs.

Primary Secondary
99.79.92.109 52.60.164.146

Brazil Media Proxy IPs.

Primary Secondary
18.228.158.129 18.228.141.173

59 Technical Requirements • Reference Guide

Network

Five9 Network Connectivity

Five9 Network Requirements (LAN and WAN)
Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic

Five9 Network Connectivity

There are multiple Wide Area Network (WAN) options available to connect directly and
securely into the Five9 data centers. Depending on the option that you select, you may
have to install networking equipment such as a router or firewall within the Five9 data
center.

The following connectivity options are available.

Equinix Fabric
Agent Connect (MPLS)
Virtual Private Network (VPN)
Direct Connect

Equinix Fabric
Five9 has partnered with Equinix to leverage the power of their Fabric to enable you to
establish secure dedicated bandwidth connections to Five9.

The Equinix Fabric™ is for customers who have networking equipment in Equinix
Fabric™ enabled co-locations. You procure Layer-3, Equinix Fabric subscriptions directly
from Equinix, who provides the Service Level Agreements (SLAs) for latency, packet
loss, and jitter when connecting to Five9 Edge locations.

Equinix Fabric is supported in the Five9 Edge locations:

l Chicago, US (CH3)
l Washington D.C., US (DC10)
l London, UK (LD5)
l Amsterdam, NL (AM4)
l Sao Paulo, BR (SP4)

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Five9 Network Connectivity

l Tokyo, JP (TY11)
l Sydney, AU (SY5)

Agent Connect (MPLS)

You may procure MPLS services from Five9.

For more information about this connectivity option, contact your Five9 account
manager.

Virtual Private Network (VPN)

Five9 offers a VPN option for direct connection to the Five9 data centers, for secure
encrypted transmission of voice and data transmission over the internet. Five9 can
support a site-to-site connection to any industry-standard VPN solution.

For VPN bandwidth requirements, see Five9 Bandwidth Requirements.

VPN and Quality of Service (QOS)

IP connections, such as Agent Connect (MPLS), Equinix Fabric™, or Direct Connect,
provide enhanced Quality of Service (QoS). Although most direct connections include a
QoS guarantee, the standard of quality is no greater than that achieved by Tier1
Internet Service Providers because these providers offer low network latency.
Additionally, to ensure sufficient quality of service for VoIP calls, you can use a separate
internet connection for VPN or give VPN traffic highest priority in your network.

VPN and Private IP Addresses

Generally, VPN is used for site-to-site connectivity by encapsulating traffic with private
IP addresses (RFC 1918). This could be done on both sides of a VPN tunnel if both sides
of the tunnel are under control of the same company.

If a VPN tunnel exists between your premises and a Five9 data center, all traffic
traveling across the VPN tunnel should be routable by all Five9 VCC equipment. This
requires that all such traffic must use public IP addresses. If you plan to use a VPN,
apply Network Address Translation (NAT) to any traffic going inside VPN tunnel using
public IP addresses.

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Five9 Network Requirements (LAN and WAN)

Direct Connect
Five9 data center internet connections provide 20 times more bandwidth than the
average usage and three times the fault tolerance. In most cases, using the public
internet as a transport between your network and Five9 network provides enough
bandwidth. The limiting factor is usually the last mile connection to your premises. If
you are required to establish direct connection to a Five9 data center, such as through
MPLS or Equinix Fabric™, the Direct Connect option provides this capability.

Direct Connect can be used as an alternative to VPN. Direct Connect is useful if you
want greater control over bandwidth and QoS for VoIP.

You are responsible for establishing a leased line connection to a Five9 data center and
for providing 10/100/1000MB full-duplex ethernet hand-off to connect to Five9
network equipment.

Important
The hand-off must be Layer-3, and the port must not have Layer-2 capabilities.

All traffic coming through the leased line use NAT to a publicly routable IP address or a
private IP address assigned to the LAN interface of the network router terminating the
connection.

To reroute traffic across the internet or another dedicated connection in case of a

dedicated link equipment failure, you should establish a failover mechanism, such as
Border Gateway Protocol (BGP).

For more information about these connection options, contact your Five9 account
manager.

Five9 Network Requirements (LAN and WAN)

Five9 recommends the following bandwidth for each of the listed usage scenarios.

Note
These values apply to the G.711 codec, which is used by default. G.711
provides an uncompressed high quality voice.

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Five9 Network Requirements (LAN and WAN)

Five9 Bandwidth Requirements

These requirements apply to each agent.

Usage Minimum Recommended

Five9 Agent Desktop Plus and Plus adapters 128 kbps 128 kbps
Five9 Agent standalone (Java) 88 kbps 88 kbps
Five9 Agent with light web browsing 112 kbps 128 kbps
Five9 Agent Assist 12 kbps 12 kbps 1
VPN connectivity Additional 64 Additional 64
kbps kbps
Business applications, such as on-demand Additional 64 Additional 64
CRM software kbps kbps
Five9 UC - Microsoft Teams 320 kbps 320 kbps
Five9 UC - Zoom 320 kbps 320 kbps
Five9 UC - Office@Hand 320 kbps 320 kbps
Five9 UC - RingCentral 320 kbps 320 kbps
Five9 UC - Nextiva 320 kbps 320 kbps
Other Five9 users and services, such as As needed As needed
administrators, supervisors, FTP, and reports
1 Five9 Agent Assist application requires 12 kbps bandwidth in addition to Agent application.

Five9 Network Recommendations

Connection Type Support Details
Latency Latency from the customer system to the Five9 Data center
must be under 150ms one-way. Faster networks perform
better.
Internet connections from outside the United States are
subject to higher latency, which can affect the Quality of
Service (QoS).
Wireless LANs (Wi-Fi) Five9 recommends wired connections for best results, however
wireless Local Area Networks (LANs) are supported as long as
each user can meet the minimum bandwidth requirements for

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Five9 Network Requirements (LAN and WAN)

Connection Type Support Details

softphone/WebRTC calls (see Five9 Bandwidth Requirements).
Satellite and Wireless Satellite and wireless Internet connections are not supported.
Internet
SIP and RTP Traffic Do not restrict SIP and RTP traffic across LANs or WANs when
multiple customer sites exist.
NAT and PAT NAT and PAT are supported configurations. Double Network
Address Translation (Double NAT) is not supported.

Bandwidth Requirements for Five9 Video

Engagement for Agents
A stream that includes audio, video, and sharing ranges from 100 to 500 kbps,
depending on your network capacity, movement, light, and camera. Five 9
recommends to validate the network capacity before intensive use.

Video Size Audio Only Thumbnail Mid Size Full Screen

1:1 HD Resolution 320 x 180 640 x 360 1280 x 720
1:1 HD Quality 30 Kbps 130 Kbps 280 Kbps 560 Kbps
1:1 HD Resolution 160 x 90 320 x 180 640 x 360
1:1 HD Quality 30 Kbps 80 Kbps 130 Kbps 280 Kbps

Multi-Party
Conference Active 30 Kbps 280 Kbps 280 Kbps 280 Kbps
Speaker HD
Conference Active 30 Kbps 130 Kbps 130 Kbps 130 Kbps
Speaker HD
Conference 0 Kbps +40 Kbps +40 Kbps +40 Kbps
Additional Passive
Speaker*
*Video conferences support the display of four passive speakers. Attendees can join a
conference in addition to the active speaker and on-screen passive speakers.

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Other VoIP Services and Phones, Ports, IP Address Ranges, and

Network Traffic

Screen Sharing
Maximum Resolution 2560 x 1600 2560 x 1600 2560 x 1600 2560 x 1600
Additional Bandwidth +20 Kbps +20 Kbps +20 Kbps +20 Kbps

Other VoIP Services and Phones, Ports, IP

Address Ranges, and Network Traffic
Other VoIP (Voice over Internet Protocol) Services and phones should be on a network
segment separate from the Five9 workstation firewall requirements. Communication to
Five9 is done through standard DNS requests. Agent desktops should resolve all server
names for Five9.com domain.

The URL standard contains a port specification. For example: www.domain.com means
http://www.domain.com:443. The default port is generally omitted. Five9 URLs do not
use a port other than 443.

Five9 uses certain TCP/UDP ports for Five9 applications and communications.
Customers must avoid using the following TCP/UDP ports for any third-party services or
applications running on agent desktop computers: 8080, 9998, 11000, 30059.

Five9 recommends that you configure your firewall to allow traffic only at the TCP/ UDP
ports and source destination to or from any of the Five9 data center IP address
ranges/internet domains listed in this section.

Five9 Internet Domains and IP Addresses

SIP Firewall Note
TCP/UDP Port Requirements for Softphone Customers
TCP/UDP Port Requirements for Gateway Customers
TCP/UDP Port Requirements for PSTN Customers
TCP and UDP Ports for Connectivity Assessment Test
TCP Port Requirements for FTP/SFTP
TCP Port Requirements for Five9 Performance Dashboard
Network Requirements for Five9 Video Engagement
Port Requirements for Email
SOAP APIs
Third-Party Software
Five9 Quality of Service (QoS) Features
Application Usage Analytics

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Other VoIP Services and Phones, Ports, IP Address Ranges, and

Network Traffic

Five9 Internet Domains and IP Addresses

Ensure that you add Five9 Internet domains and IP addresses to your list of allowed
domains and IP addresses (your allowlist). You may add IP addresses to your list at
several points in your network. Be sure that IP address restrictions defined in your
firewall match the Five9 IP address ranges and domains listed here. The list of allowed
entities overrides SPAM filters and lists of denied entities.

Important
Five9 uses a two-minute TTL (time-to-live) setting on DNS records used for
automated failover between primary and secondary sites. Ensure that DNS
caching on your network does not override this two-minute TTL to avoid
potential issues in the event of a failover.

Five9 IP Address Ranges

Five9 IP Addresses for Global Voice
Five9 IP Addresses for Email
Five9 Connectivity Assessment Test
Five9 IP Addresses for Callback API Integration
Five9 Addresses for Five9 University
Five9 Internet Domains
CounterPath Softphone Requirements
WebRTC Requirements
Performance Dashboard

Five9 IP Address Ranges

To avoid potential service impacts, you must add Five9 IP addresses to a list of allowed
entities in your IPS solutions.

Note
If your network security protocols restrict the external IP addresses that you
can use, contact your Five9 representative for assistance in configuring Five9
email.

US IP Ranges Location of Data Center CIDR Format

38.107.71.0 – 38.107.71.255 Santa Clara 38.107.71.0/24
147.124.160.0 – 147.124.160.0/19
147.124.191.255 162.213.152.0/23
162.213.152.0 – 198.105.200.0/23
162.213.153.255 198.105.206.0/24

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Other VoIP Services and Phones, Ports, IP Address Ranges, and

Network Traffic

US IP Ranges Location of Data Center CIDR Format

198.105.200.0 –
198.105.201.255
198.105.206.0 –
198.105.206.255
147.124.160.0 – Atlanta 147.124.160.0/19
147.124.191.255 198.105.202.0/23
198.105.202.0 – 198.105.207.0/24
198.105.203.255 208.69.28.0/23
198.105.207.0 –
198.105.207.255
208.69.28.0 - 208.69.29.255
35.232.209.60 verint10.five9-wfo.com
(Verint Application Suite)
In the US, other data centers are optional.

Canada IP Ranges Location of Data Center CIDR Format

(Montreal)
74.114.192.0 – 74.114.192.0/23
74.114.193.255
34.95.54.0 - 34.95.54.63 34.95.54.0/26
147.124.160.0 – 147.124.160.0/19
147.124.191.255
35.203.118.198 35.203.118.198/32
34.95.20.197 login.five9.ca
35.203.62.218
34.95.47.32 api.five9.ca
35.203.0.33
35.203.103.232 app.ca.five9.com
34.95.57.4
35.203.103.118 ca1.ca.five9.com
35.203.54.96 ca2.ca.five9.com
35.203.53.138 verint06.five9-wfo.com (Verint
Application Suite)
34.95.53.189 v06-ris-01-301.five9-wfo.com

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Other VoIP Services and Phones, Ports, IP Address Ranges, and

Network Traffic

Canada IP Ranges Location of Data Center CIDR Format

(Montreal)
(Verint RIS server)
35.203.69.68 v06-ris-01-401.five9-wfo.com
(Verint RIS server)
34.95.32.12 v06-sr-01-301.five9-wfo.com
(Verint Screen Recorder)
35.203.76.88 v06-sr-01-401.five9-wfo.com
(Verint Screen Recorder)
In Canada, other data centers are optional.

Important
Five9 is adding new IP addresses to the Canada data center.

Ensure that the IP range 34.95.54.0/26 is added to your firewall IP allowlist. Do

not remove the current IP addresses from your existing IP allowlist.

To avoid any potential service impact, Five9 strongly recommends that you
implement this change by January 20, 2022.

EU/UK IP Ranges Location of CIDR Format

Data Center
185.111.40.0 – 185.111.40.255 London 185.111.40.0/24
185.111.43.0 – 185.111.43.255 185.111.43.0/24
212.187.211.0 – 212.187.211.255 212.187.211.0/24
147.189.16.0 – 147.189.31.255 147.189.16.0/20
147.189.224.0 – 147.189.239.255 147.189.224.0/20
147.189.239.128 147.189.239.128/26
147.189.239.192 147.189.239.192/28
34.89.67.64 - 34.89.67.127 London GCP 34.89.67.64/26
35.246.110.38 London GCP
34.105.236.95 Verint
34.89.67.65
34.89.67.66
34.89.67.72
34.89.67.73

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Other VoIP Services and Phones, Ports, IP Address Ranges, and

Network Traffic

EU/UK IP Ranges Location of CIDR Format

Data Center
34.89.67.74
34.89.67.75
34.89.67.76
34.89.67.77
185.111.42.0 – 185.111.42.255 Amsterdam 185.111.42.0/24
Network Edge
185.111.41.0 – 185.111.41.255 Frankfurt 185.111.41.0/24
147.189.239.0 – 147.189.239.63 Frankfurt GCP 147.189.239.0/26
147.189.239.224 147.189.239.224/28
147.189.239.64 – 147.189.239.127 Netherlands 147.189.239.64/26
147.189.239.240 147.189.239.240/28
In the EU, other data centers are optional.

Note
Intrusion Prevention Systems (IPS) solutions are designed to block real-time
traffic that matches certain attack behavior. Because every IPS solution
responds to traffic differently, and you may receive daily updates to attack
signatures, the behavior of IPS solutions can be unpredictable. False positives
are possible.

If your IPS overreacts to normal VOIP (SIP and RTP) traffic to and from Five9,
you may experience service interruptions.

Five9 IP Addresses for Global Voice

These production IP addresses apply only to Five9 Global Voice.

Location IP Address
Dublin 34.241.191.251
Sao Paolo 18.231.8.114
Sydney 52.63.91.200
Tokyo 54.64.27.35

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Other VoIP Services and Phones, Ports, IP Address Ranges, and

Network Traffic

Important
Five9 is updating Global Voice for Tokyo, Sydney, and Sao Paulo with new IP
addresses.

Five9 is providing these new IP addresses in advance to allow you time to add
them to your firewall IP allowlist. Do not remove the current IP addresses from
your existing IP allowlist.

To avoid any potential service impact, Five9 strongly recommends that you
implement this change by January 20, 2022.

Location IP Address
Sydney 103.169.229.0/24
Tokyo 103.169.228.0/24
Sao Paulo 209.14.129.0/24

Five9 IP Addresses for Email

If you use Microsoft Exchange 2010, email delivery to your users may be delayed unless
you set the value of MaxAcknowledgementDelay to 1 second.

Location of Data Center IP Addresses

Santa Clara 198.105.204.18
198.105.204.19
198.105.204.20
Atlanta 198.105.205.18
198.105.205.19
198.105.205.20
London 185.49.234.25
185.49.234.29
185.49.234.30
Canada 87.253.232.0 – 87.253.239.255
185.189.236.0 – 185.189.239.255
185.211.120.0 – 185.211.123.255
185.250.236.0 – 185.250.239.255

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Other VoIP Services and Phones, Ports, IP Address Ranges, and

Network Traffic

Five9 Connectivity Assessment Test

These production IP addresses apply only to Connectivity Assessment Test.

Location IP Address
Santa Clara 38.107.71.103
Santa Clara 198.105.200.22 - 198.105.200.25
Atlanta 198.105.202.16 - 198.105.202.18, 198.105.202.9
London 212.187.211.5 - 211.187.211.6
Canada 35.203.75.94
Tokyo 52.196.118.63
Sydney 3.105.227.19
Sao Paulo 18.229.56.203
Dublin 108.129.62.47

Five9 IP Addresses for Callback API Integration

If you implement API integrations with Five9 services and require Callback API
integration, ensure that you add the following IP addresses to your firewall allowlist.

Location IP Address
US 35.231.25.195
34.70.24.218
35.243.214.240
34.66.82.195
35.229.109.107
34.71.1.196
35.185.70.123
35.192.111.252
104.196.65.187
146.148.69.156
EU 34.91.242.131
34.78.235.107
34.90.189.196
35.187.71.103
35.246.33.168

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Other VoIP Services and Phones, Ports, IP Address Ranges, and

Network Traffic

Five9 Addresses for Five9 University

Use of Five9 University and Training content is powered by Docebo Learning
Management System (LMS) which is supported by AWS Cloudfront
(https://aws.amazon.com/cloudfront/details/). The AWS Cloudfront distribution
addresses Docebo uses for LIVE environments are available at https://ip-
ranges.amazonaws.com/ip-ranges.json.

Five9 Internet Domains

All communication and content from Five9 originates from one of these domains.
Therefore, be sure to add them to your list of allowed entities.

Five9 Domain Data Center URL

five9.com U.S. data l https://login.five9.com
centers l https://app.five9.com
l https://app-scl.five9.com
l https://app-atl.five9.com
l https://us1.five9.com
l https://us8.five9.com
l https://us6.five9.com
l https://us9.five9.com
l https://webstatic.five9.com
l https://ws1.five9.com
l https://ws8.five9.com
l https://ws6.five9.com
l https://ws9.five9.com
l https://api.prod.us.five9.net
l https://cdn.prod.us.five9.net
l https://login.auth.five9.com
l https://auth.five9.com
l https://sso1.auth.five9.com
l https://migrate.auth.five9.com
l https://admin.us.five9.net
l https://www.five9university.com
l https://documentation.five9.com

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Five9 Domain Data Center URL

five9.ca Canada data l https://login.five9.ca
center l https://ca1.ca.five9.com
l https://ca2.ca.five9.com
l https://api.five9.ca
l https://app.ca.five9.com
l https://app-mtl1.ca.five9.com
l https://api.prod.ca.five9.net
l https://cdn.prod.ca.five9.net
l https://migrate.auth.ca.five9.com
l https://admin.ca.five9.net
l https://www.five9university.com
l https://webstatic.ca.five9.com
l https://documentation.five9.com

five9.eu UK data centers l https://login.five9.eu

(London, London l https://app.five9.eu
GCP) l https://app-ldn.five9.eu
l https://app.ldn1.five9.eu
l https://api.five9.eu
l https://api.ldn.five9.com
l https://api.ldn1.five9.eu
l https://eu1.five9.eu
l https://eu3.five9.eu
l https://env.ldn1.five9.eu
l https://webstatic.five9.eu
l https://ws1.five9.eu
l https://ws3.five9.eu
l https://ws1.ldn1.five9.eu
l https://webstorage01.five9.eu
l https://webstorage03.five9.eu
l https://webstorage.ldn1.five9.eu
l https://api.prod.eu.five9.net
l https://cdn.prod.eu.five9.net
l https://login.auth.five9.eu
l https://auth.five9.eu

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Five9 Domain Data Center URL

l https://sso1.auth.five9.eu
l https://migrate.auth.five9.eu
l https://admin.uk.five9.net
l https://www.five9university.com
l https://documentation.five9.com

eu.five9.com EU data centers l https://login.eu.five9.com

(Frankfurt/ l https://admin.eu.five9.net
Netherlands in l https://api.eu.five9.com
GCP)
l https://app.eu.five9.com
l https://env.frk1.eu.five9.com
l https://env.nld1.eu.five9.com
l https://ws1.frk1.eu.five9.com
l https://ws1.nld1.eu.five9.com
l https://webstorage.frk1.eu.five9.com
l https://webstorage.nld1.eu.five9.com
l https://migrate.auth.eu.five9.com
l https://documentation.five9.com

Five9 UC Adapters U.S. data l https://api.prod.us.five9.net/

- MS Teams and centers l https://cdn.prod.us.five9.net/
Zoom
Canada data l https://api.prod.ca.five9.net/
centers l https://cdn.prod.ca.five9.net/

EU data centers l https://api.prod.eu.five9.net/

l https://cdn.prod.eu.five9.net/

UK data centers l https://api.prod.uk.five9.net/

l https://cdn.prod.uk.five9.net/

Five9 UC Adapters U.S. data l https://api.prod.us.five9.net/

- RingCentral, centers l https://cdn.prod.us.five9.net/
Office@Hand, and
Nextiva
Digital Engagement Santa Clara https://us8.five9.com/SoCoCare/
administrator AdminConsole/#
console for Plus

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Five9 Domain Data Center URL

and Java agent
Atlanta https://us9.five9.com/SoCoCare/
applications AdminConsole/#
London https://eu1.five9.eu/SoCoCare/
AdminConsole/#
London GCP https://env.ldn1.five9.eu/SoCoCare/
AdminConsole/#
Ensure that you are using the correct chat console
for your agent interface:
l Web-based console for web-based agents

l Java-based console for Java-based agents.

Contact your Five9 representative if you have

questions.
Connectivity CAT web site l https://www.five9.com/cat
Assessment l https://download.visualware.com
Testing

CounterPath Softphone Requirements

Five9 uses the CounterPath softphone client. You must ensure that Five9 agents and
API connections can contact the CounterPath License Server for validation. Depending
on your firewall configuration, use one of these methods:

l Create a firewall rule to permit HTTPS connections to these fully-qualified

domain names (FQDNs):
o secure.counterpath.com
o secure-east.softphone.com
o secure-west.counterpath.com

or

l If you specify firewall exceptions with IP addresses instead of FQDNs, add these
IP addresses to your list of allowed entities:
o 69.90.51.170
o 216.93.246.170
o 40.78.10.175
o 52.183.45.217
o 52.250.216.127

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o 198.204.63.15
o 173.244.45.15

WebRTC Requirements
Web Real-Time Communication (WebRTC) enables agents to use their browsers to
communicate with customers. Agents do not need to install the softphone plug-in and
an extension because audio and video communications are inside web pages. Not all
agents in your domain need to use WebRTC. Agents can use the softphone as needed.

WebRTC is available in US, EU, Canada, and Five9 Global Voice (FGV) domains.

Requirements Description
Five9 Plus Supervisor Plus, Agent Desktop Plus, and Plus CRM adapters.
applications
WebRTC Domain enabled.
VDI See Virtual Desktop Requirements
Firewall l UDP outbound ports: 1024–65535
RTP between Five9 applications. If you do not use a stateful
firewall, configure inbound rules to allow return traffic. All ports
open for RTP must also allow STUN.
l TCP outbound port: 443
HTTPS-web communications for login, reporting, and customer
support.
Network For US/EU/UK/CA, see Five9 IP Address Ranges for networking
requirements by location.
Note: For Five9 FGV customers, allowlist the following addresses
for your locations:
l FGV PoP (Dublin)
WebSocket/Agent Registration: 54.73.166.58
Media: 54.195.40.249
Media: 63.34.119.26
l FGV PoP (Sao Paulo)
WebSocket/Agent Registration: 18.229.177.118
Media: 18.228.254.135
Media: 18.230.128.58

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Requirements Description
Media: 177.71.247.2
l FGV PoP (Sydney)
WebSocket/Agent Registration: 13.211.19.119
Media: 52.64.122.16
Media: 3.105.60.140
l FGV PoP (Tokyo)
WebSocket/Agent Registration: 3.115.80.118
Media: 18.180.1.110
Media: 54.248.166.76

Performance Dashboard
To access Performance Dashboard, firewalls must allow the clearviewportal.com
domain and sub-domains. The list below shows specific DNS entries and the CNAME
(Alias) records as well as the A (Host) record they point to. For the data integrations to
work, the integration IPs must be allowlisted for Five9 user access if IP allowlisting is
used.

US East Data Center

UI Access

l CNAME (Alias) <your_domain>clearviewportal.com

l CNAME (Alias) va-five9-root.clearviewportal.com

l A (Host) uiwebalbfive9-1065485923.us-east-1.elb.amazonaws.com
Integration Server IP Addresses

l 34.192.10.54

l 18.212.41.50

US West Data Center

UI Access

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l CNAME (Alias) <your_domain>clearviewportal.com

l CNAME (Alias) Oregon-five9-root.clearviewportal.com

l A (Host) uiweboregonfive9-1563430220.us-west-2.elb.amazonaws.com
Integration Server IP Addresses

l 44.231.5.68

Canadian Data Center

UI Access

l CNAME (Alias) <your_domain>clearviewportal.com

l CNAME (Alias) Montreal.clearviewportal.com

l A (Alias) uiwebalb-1155967432.ca-central-1.elb.amazonaws.com
Integration server IP Addresses

l 35.182.166.66

l 35.183.6.253

EU Data Center

UI Access

l CNAME (Alias) <your_domain>clearviewportal.com

l CNAME (Alias) frank.clearviewportal.com

l A (Alias) uiweb-112004485.eu-central-1.elb.amazonaws.com
Integration server IP Addresses

l 18.193.72.36

l 3.125.250.132

UK Data Center

UI Access

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l CNAME (Alias) <your_domain>clearviewportal.com

l CNAME (Alias) london-five9-root.clearviewportal.com

l A (Alias) uiweblondonfive9-700149032.eu-west-2.elb.amazonaws.com
Integration Server IP Addresses

l 35.176.128.134

l 52.56.93.155

ClearView is hosted by AWS Cloud. For more information, contact your Five9
representative.

SIP Firewall Note

Many firewalls with default inspect settings make changes to SIP/VoIP traffic. In most
cases intrusive inspection by the Firewall changes the SIP VoIP traffic and is
unnecessary for Five9 applications. The following SIP Inspections should be turned off
for Five9 traffic:

l SIP Access Layer Gateway (ALG)

l SIP Inspection and Control
l SIP Traversal
l SIP Transformation
Note
You might be running multiple SIP services and other applications which
require these features to be enabled.

TCP/UDP Port Requirements for Softphone Customers

If your agents use a softphone connection, these TCP and UDP ports must allow traffic
in your external firewall, Session Border Controller (SBC), SIP proxy, and firewall of
workstations:

Port TCP/UDP Outbound Application

80 TCP Outbound HTTP web communications for login,

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Port TCP/UDP Outbound Application

reporting, customer support.
443 TCP Outbound HTTPS web communications for login,
reporting, customer support.
1024-65535 UDP Outbound RTP between Five9 applications.
If you are not using a stateful firewall, you
must configure inbound rules to allow return
traffic.
2200-2300 TCP Outbound Java RMI encrypted.
5060-5067 UDP Outbound SIP connection for the agent application.
5080 UDP Outbound SIP signaling on the Five9 SIP proxy.
5081 TCP Outbound SIP over TLS signaling on the Five9 SIP proxy.
8000-8015 UDP Outbound Source port used for RTP traffic on the agent
desktop.
8080/8081 TCP Outbound Network Assessment Test (NAT) used by
quality.five9.com to verify that your
networks are ready to receive Five9 traffic.
8083 TCP Used by Five9 Softphone Service. Ensure that
no other processes use this port in the agents’
workstations. Does not need to be open in the
network firewall but needs to be open if a
host firewall exists.
If you plan to use a proxy, create an exception
for this port. Otherwise, the softphone
connection will fail. For instructions, see
Installing the Five9 Softphone for Plus
Applications in the Basic Configuration
Administrator's Guide.
8843 TCP Outbound HTTPS Downloading Five9 applications and
API.
8880 TCP Outbound HTTP Downloading Five9 applications.

TCP/UDP Port Requirements for Gateway Customers

If your agents use a gateway phone connection, these TCP and UDP ports must allow
traffic in your external firewall, Session Border Controller (SBC), SIP Proxy, and
workstations firewall:

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Port TCP/UDP In or Out Application

80 TCP Outbound HTTP web communications necessary for login,
reporting, customer support.
443 TCP Outbound HTTPS web communications necessary for
login, reporting, customer support.
1024-65535 UDP Outbound RTP from Five9 Agent Desktop to Five9
Application.

Note: If you are not using a stateful

firewall, you MUST configure Inbound
rules to allow return traffic.

2200-2300 TCP Outbound Java RMI encrypted.

5060 UDP Inbound SIP connection for Five9 Agent Default is 5060;
the actual port number used depends on what
the customer is using for their SIP endpoint.
5080 UDP Outbound SIP signaling on the Five9 SIP Proxy.
5081 TCP Outbound SIP over TLS signaling on the Five9 SIP Proxy.
8080/8081 TCP Outbound Network Assessment Test (NAT); Used for the
quality.five9.com site to verify that customer
network is ready to receive Five9 traffic.
8843 TCP Outbound HTTPS Downloading Five9 applications and
API.
8880 TCP Outbound HTTP Downloading Five9 applications.

TCP/UDP Port Requirements for PSTN Customers

If your agents use a PSTN connection but no RTP connection is required, be sure that
these TCP and UDP ports allow traffic in your external firewall, Session Border
Controller (SBC), SIP Proxy and, workstations firewall:

Port TCP/UDP In or Out Application

80 TCP Outbound HTTP web communications necessary for login,
reporting, customer support.
443 TCP Outbound HTTPS web communications necessary for
login, reporting, customer support.

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Port TCP/UDP In or Out Application

2200–2300 TCP Outbound Java RMI encrypted.
8080/8081 TCP Outbound Network Assessment Test (NAT).
8090 UDP Outbound Used for Voice Simulation tests.
8843 TCP Outbound HTTPS Downloading Five9 applications and
API.
8880 TCP Outbound HTTP Downloading Five9 applications.

TCP and UDP Ports for Connectivity Assessment Test

These ports must allow traffic in your external firewall, Session Border Controller (SBC),
SIP Proxy, and workstations firewall:

Port TCP/UDP In or Out Application

80 TCP Outbound HTTP connection and communication for server-
client traffic, test data transfer and error
reporting.
443 TCP Outbound HTTPS connection.
5060 TCP Outbound SIP simulation port.
5060 UDP Outbound SIP simulation port.
8080– TCP Outbound Connectivity assessment reserve test ports.
8081
8090 UDP Outbound Capacity and bandwidth testing port.
20000– TCP Outbound Speed download and upload testing Ports.
20001
20000– UDP In or Out VoIP download and upload testing ports.
20001

TCP Port Requirements for FTP/SFTP

If you use ftp.five9.com to upload call recordings or download dialing lists, you must
configure your external firewall to allow traffic on these ports:

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Port TCP/UDP Outbound Application

21 TCP Inbound To download dialing lists from your FTP server
specified in VCC Configuration.
Use FTP helper in firewall configuration to open FTP-
DATA communications.
21 TCP Outbound To upload call recordings to your FTP server
specified in VCC configuration.
Use FTP helper in firewall configuration to open FTP-
DATA communications.
22 TCP Inbound To download dialing lists (by using SFTP) from your
SFTP server specified in VCC Configuration.
22 TCP Outbound To upload call recordings (by using SFTP) to your
SFTP server specified in VCC Configuration.

TCP Port Requirements for Five9 Performance

Dashboard
To enable agents to connect to the Five9 Performance Dashboard, Wallboard, or
Gamification platform, configure the following port:

Port TCP/UDP In or Out Application

443 TCP Outbound HTTPS web communication necessary for Five9
Performance Dashboard.

Network Requirements for Five9 Video Engagement

To enable agents to connect to the platform, configure these ports and domains:

If you use the RTCC driver l Port TCP 80 (HTTP)

l Port TCP 443 (HTTPS)
If you use WebRTC l Port TCP 80 (HTTP)
This section is unrelated to the WebRTC l Port TCP 443 (HTTPS)
section earlier in this chapter. l Port TCP 444

You must also add these wildcard URLs to your list of allowed URLs (your allowlist):

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l *.rtccloud.net: Web connection plug-in

l *.sightcall.com: Access agent console interface
l *.mapbox.com: Third-party library for geolocation

Port Requirements for Email

Five9 supports IMAP and POP3 protocols for inbound email, and SMTP protocol for
outbound email. The table below lists the default ports for these protocols.

To use Five9 Digital Engagement Email, Five9 IP addresses for email (see Five9 IP
Addresses for Email) require access to the applicable ports below or to the non-default
ports where your inbound or outbound mail service is provided.

Traffic Protocol Ports

Inbound IMAP, IMAP Secure 143: Not encrypted
993: Secure
POP3/POP3 Secure 110: Not encrypted
995: Secure
Outbound SMTP 465: Secure
587: Encrypted (STARTTLS) 1
1 When port 587 is used for outbound, STARTTLS is used to ensure encryption of the
communication between the client and the SMTP service, provided the SMTP service
supports StartTLS. For other ports, SSL is used, and if SSL connection fails, then STARTTLS
is used. If both connections fail, then the connection is tried without SSL or TLS.

SOAP APIs
For SOAP APIs, your external firewall needs to allow outbound connections on TCP Port
8843 from the computer using the API web services to the Five9 data center subnets.

For CTI Web Services, if you use Agent Desktop Toolkit, the TCP/UDP Port requirements
listed in this document for softphone, gateway or PSTN customers may apply.

Third-Party Software
Consult your CRM vendor’s technical documentation or customer support for details
about the domains in use with the respective applications.

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Five9 Quality of Service (QoS) Features

To prioritize voice traffic in a converged voice/data network, Five9 VCC uses Diffserv
QoS (Quality of Service) markings of SIP and RTP network packets for VoIP phone calls.
Five9 VCC uses the following ports that can be used by your internal networking
engineering team to add to an existing QoS policy or develop a custom policy:

Protocol Requirements
RTP Highest priority, low latency queue across the network infrastructure.
Source Ports: UDP 8000—8015
Destination Ports: UDP 1025—65535
SIP Can be in the highest priority queue but may also be in a second queue less
critical than RTP.
Source Port: UDP 5060
Destination Port: UDP 5080

Five9 VCC marks the SIP and RTP network packets for VoIP calls that are leaving Five9
destined for the customer or provider network. Five9 VCC does not mark the DSCP
header on packets leaving the workstation destined for the Five9 network. Five9
recommends that the network protocols defined for this purpose be marked and
prioritized by the workstation or the network infrastructure.

Workstation QoS Option

To enable VoIP QoS for your agents’ workstations, Five9 recommends that you set up a
Windows QoS policy. For more information, refer to these articles: MSDN article
(Creating and Editing a QoS Policy) and TechNet article (QoS Support in Windows).

Network QoS Option

To enable VoIP QoS tagging on the network infrastructure equipment, consult your
networking equipment vendor and/or an internal network engineer in your company.

Application Usage Analytics

Five9 applications will occasionally send analytics of application usage through
https://aptrinsic.com. No customer data, personally identifiable information (PII), or
keystroke data is sent. Please do not block this data.

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Requirements

The Five9 Workforce Optimization (WFO) integration enables Five9 VCC to share
various data elements with the WFO Quality Monitoring (QM) and Workforce
Management (WFM) solutions.

The following sections describe the Workforce Optimization product requirements for
use with Five9 VCC.
Agent Workstation Requirements
Supervisor Workstation Requirements
Bandwidth Considerations

Agent Workstation Requirements

The following requirements assume that the Five9 VCC and Workforce Optimization
(WFO) agent client products are the only software applications running in the agent
workstation environment. Agents who use additional resource-intensive application
require additional resources, such as additional RAM, HDD I/O, and CPU. A system
administrator should determine the resources necessary to support all agent
applications.
Virtualized Agent Environments
Hardware Requirements
Operating Systems
Web Browsers
Software Requirements
Configuration Requirements
Firewall Policies

Virtualized Agent Environments

QM screen capture is supported on Virtual Desktop Infrastructure (VDI) or thin-client
deployments accessing applications by using terminal services. For more information,
see QM documentation.

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Agent Workstation Requirements

Hardware Requirements
Component Minimum Requirement Notes
Processor Dual-Core CPU. 2M Cache, No manufacturer required.
1.8 GHz, 800 MHz FSB.
Memory 2.0 GB 4.0 GB recommended for
Windows Vista or later.
Architecture 32-bit or 64-bit supported
Hard Disk 7200 RPM SATA HDD Cache of captured screen
2GB free required media resides locally on
10 GB free space required1 agent workstation.
Configuration of solution-
20 GB free space preferred1 specific options for local
cache are available.
Audio Devices Windows standard audio Headphones or speakers are
output device required for media playback.
Applicable device drivers
1 Required only by QM Screen Capture.

Operating Systems
Operating System Version (32-bit and 64-bit)
Windows Vista Service Pack 2
Windows 10 Home, Pro, and Enterprise Latest release
Windows 11 Pro and Enterprise Latest release

Web Browsers
The following web browsers are supported for all WFO components.
Browser* Version (32-bit)
Google Chrome Latest release.
Firefox Latest release.
Edge Latest release.
*Apple®Safari desktop browser is not supported.

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Agent Workstation Requirements

Software Requirements
Component Requirement
Windows Media Player Version 9 or higher.

Configuration Requirements
Component Requirement
Local Permissions Configuration of Full Control permission to
local application installation directory is
required if agents are not administrative
users of their PCs.
Windows User Account Control Use of User Account Control is compatible.
An administrative user, bypassing UAC, is
required for the successful installation and
configuration of the client, whether
configuration is completed locally on the PC
or by an automated deployment method.
Local Firewall Exceptions to local Windows Firewall
policies may be required depending on site-
specific policies.
For more information, see deployment
instructions.
Local Antivirus or Antimalware Exceptions to local antivirus or malware
detection applications may be required
depending on site-specific policies.
Add the following executables in any
antivirus or antimalware program:
l <Installation Directory>\voacli.exe

l <Installation Directory>\voacld.exe

l <Installation Directory>\voacsc.exe

l <Installation Directory>\voacmt.exe

l <Installation Directory>\voacse.exe

l <Installation Directory>\voaclm.exe
l <Installation Directory>\RC\voacvc.exe

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Supervisor Workstation Requirements

Firewall Policies
Source Destination Port Protocol Description
Agent PC 1 WFO CLOUD 443 TCP Screen capture client
HTTPS
heartbeat messaging.
Agent PC 1 WFO CLOUD 22 TCP Screen capture FTP file
transfer.
Agent PC WFO CLOUD 443 TCP Application Access.
Agent PC 2 WFO CLOUD 5018 TCP Live Agent Desktop Access.
Agent PC 2 WFO CLOUD 5019 TCP Live Agent Desktop Access.
Agent Workstations VO CLOUD ENV 4443 TCP Interaction Analytics UI
access.
1 Required only by QM Screen Capture.

2 Required only by QM Live Desktop.

Supervisor Workstation Requirements

The following requirements assume that the Five9 VCC and Workforce Optimization
(WFO) agent client products are the only software applications running in the agent
workstation environment. Agents who use additional resource-intensive application
require additional resources, such as additional RAM, HDD I/O, and CPU. A system
administrator should determine the resources necessary to support all agent
applications.
Virtualized Supervisor Environments
Hardware Requirements
Operating Systems
Web Browsers
Software Requirements
Configuration Requirements
Firewall Policies

Virtualized Supervisor Environments

QM Supervisor access is supported with Virtual Desktop Infrastructure (VDI) or thin-
client deployments accessing applications by using terminal services. For more
information, see QM documentation.

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Supervisor Workstation Requirements

Hardware Requirements
Component Minimum Requirement Notes
Processor Dual-Core CPU. No manufacturer required.
2M Cache, 1.8 GHz, 800
MHz FSB.
Memory 2.0 GB 4.0 GB recommended for
Windows Vista or later.
Architecture 32-bit or 64-bit supported
Hard Disk 7200 RPM SATA HDD Cache of captured screen
2GB free required media resides locally on
10 GB free space required1 agent workstation.
Configuration of solution-
20 GB free space preferred1 specific options for local
cache are available.
Audio Devices Windows standard audio Headphones or speakers are
output device required for media playback.
Applicable device drivers
1 Required only by QM Screen Capture.

Operating Systems
Operating System Version (32-bit and 64-bit)
Windows Vista Service Pack 2
Windows 10 Home, Pro, and Enterprise Latest release
Windows 11 Pro and Enterprise Latest release

Web Browsers
The following web browsers are supported for all WFO components.
Browser* Version (32-bit)
Google Chrome Latest release.
Firefox Versions 52 and 53.
Edge Latest release.
*Apple®Safari desktop browser is not supported.

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Supervisor Workstation Requirements

Software Requirements
Component Requirement
Windows Media Player Version 9 or higher

Configuration Requirements
Component Requirement
Local Firewall Exceptions to local Windows Firewall policies may be
required depending on site-specific policies.
See deployment instructions for further detail.
Local Antivirus or Antim- Exceptions to local AV or malware detection applications
alware may be required depending on site-specific policies.
Add the following executables in any antivirus or
antimalware program:
l <Installation Directory>\voacli.exe

l <Installation Directory>\voacld.exe

l <Installation Directory>\voacsc.exe

l <Installation Directory>\voacmt.exe

l <Installation Directory>\voacse.exe

l <Installation Directory>\voaclm.exe

l <Installation Directory>\RC\voacvc.exe

Firewall Policies
Source Destination Port Protocol Description
Supervisor PC WFO CLOUD 443 TCP Application Access.
Supervisor/Adm VO CLOUD ENV 4443 TCP Interaction Analytics UI
Workstations access.

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Bandwidth Considerations

Bandwidth Considerations
Internet bandwidth is used by Five9 Workforce Optimization (WFO) by two primary
mechanisms.

User playback of media in Quality Monitoring (QM) uses bandwidth, whether by a

supervisor or agent. In this scenario, media is streamed from the WFO cloud
environment to the user workstation.

Screen capture uses bandwidth when screen cache data is moved from the agent
premise to the WFO cloud environment.
User Media Playback
Screen Capture Cache Transmission
Example Screen Capture Calculation

User Media Playback

Playback Type Playback Bandwidth Rate
Audio Only 100 KBps
Audio & Screen Capture (1 monitor) 300 KBps
Audio & Screen Capture (2 monitors) 600 KBps
Audio & Screen Capture (3 monitors) 900 KBps

Screen Capture Cache Transmission

Capture Type Average Data Transmission, Average Transmission Rate
Per Minute Recorded
1 Monitor 1.5 MB 1500 KBps
2 Monitors 2.0 MB 1500 KBps
3 Monitors 3.0 MB 1500 KBps

Screen capture usage estimates are provided for initial sizing only. Actual usage can
vary greatly depending on screen content, activity, monitor resolution, and other
environmental factors. Five9 recommends that for site-specific bandwidth usage
metrics, run a pilot group test during deployment.

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Bandwidth Considerations

Example Screen Capture Calculation

Use the following expression for screen capture calculation.
Number of Agents (x) Monitors for each computer(x) Minutes Recorded (x)
Data Transmission Size = Total Daily Upload

Example
50 agents (x) 2 monitors (x) 18,000 minutes recorded per day (x) 2.0 MB per
minute captured = 3.5 GB upload per day

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References

Technical Glossary
Reference Documents

Technical Glossary
Term/Acronym Definition
ACL Lists that filter network traffic by controlling whether routed packets
are forwarded or blocked at the router's interfaces. Your router
examines each packet to determine whether to forward or drop the
packet, based on the criteria you specified within the access lists.
Codec Codecs are used to convert an analog voice signal to digitally
encoded version. Codecs vary in sound quality and bandwidth
required.
CTI Computer Telephony Integration.
Diffserv QoS Differentiated Services (Diffserv) QoS framework enables quality-of-
service provisioning in a network domain by applying rules at the
edges to create traffic aggregates and by coupling each of these with
a specific forwarding path treatment in the domain through use of a
code point in the IP header.
Digital Certificate Digital Certificates provide a means of proving identity in electronic
transactions. Also known as a public key certificate, the digital
certificate is an electronic document that uses digital signature to
bind a public key with an identity — information such as the name of
a person or an organization, their address, and so forth. The
certificate can be used to verify that a public key belongs to an
individual.
G.711 Two main VoIP compression algorithms:
l µ-law algorithm is used in North America & Japan.

l A-law algorithm is used in the rest of the world. The sample rate
is 64 kbit/s bit.

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 References

Technical Glossary

Term/Acronym Definition
G.729 ITU standard codec with two main versions: A and B. For VoIP
processing, the sample rate ranges from 28 to 40kbit/s bit,
depending on overhead.
MPLS Multiprotocol Label Switching (MPLS) is a pure IP architecture that
combines the strengths of Layer-3 routing and Layer-2 switching.
MPLS carrier networks are scalable virtual private networks (VPNs)
that provide end-to-end quality of service (QoS).
NAT Network Address Translation translates IP addresses used in one
network to a different IP address known to another network.
PAT Port Address Translation works with NAT to conserve IP addresses
used by permitting multiple devices on a local area network (LAN) to
be mapped to a single IP address.
RTP protocol Real-Time Transport is used with the RTP Control Protocol (RTCP).
RTP carries the media streams, such as audio and video whereas
RTCP monitors transmission statistics and quality of service (QoS)
and helps to synchronize multiple streams. With WebRTC, STUN
protocol messages are sent through these ports.
SBC Session Border Controller (SBC) is a device deployed in Voice over
Internet Protocol (VoIP) networks to exert control over the signaling
and usually the media streams involved in setting up, conducting,
and tearing down SIP calls.
SIP Session Initiation Protocol works in the Application Layer to control
communications for video, voice, IP, unicast, and multicast sessions.
SIP ALG SIP-ALG is a firewall that can perform NAT with standard SIP
protocols.
SIP Inspection To support SIP calls through the security appliance, signaling
messages for the media connection addresses, media ports, and
embryonic connections for the media must be inspected. While the
signaling is sent over a well-known destination port (UDP/TCP 5060),
the media streams are dynamically allocated. Also, SIP embeds IP
addresses in the user-data portion of the IP packet. SIP inspection
applies NAT for these embedded IP addresses.
SIP Trunking SIP trunks are VoIP-based carrier services based on the Session
Initiation Protocol (SIP) by which Internet telephony service
providers (ITSPs) deliver telephony PSTN Services.
STUN protocol Session Traversal Utilities for NAT is a Network Address Translator
(NAT) traversal tool for other protocols. STUN can be used by an
endpoint to determine the IP address and port allocated to it by a

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 References

Reference Documents

Term/Acronym Definition
NAT.
TCP/UDP Ports Transport Layer protocols, such as Transmission Control Protocol
(TCP) and the User Datagram Protocol (UDP), specify a source and
destination port number in their packet headers. A port number is a
16-bit unsigned integer, ranging from 0 to 65535. A process
associates its input or output channels via Internet sockets, a type of
file descriptors, with a transport protocol, a port number and an IP
address. This process is known as binding, which enables sending
and receiving data via the network.
TLS Transport Layer Security protocol that provides data secrecy and
integrity between applications.
VoIP Voice over Internet Protocol. Voice signals are transmitted over the
Internet rather than over the public switched telephone network
(PSTN).
VPN Virtual Private Network extends a private network so that the
resources that belong to that network are available by controlled
remote access.
WebRTC Web Real-Time Communication is an API definition drafted by the
World Wide Web Consortium (W3C) to support browser-to-browser
applications for voice, video chat, and P2P file sharing without either
internal or external plug-ins.
WSS Secure WebSocket protocol. Provides secure, full-duplex
communication channels over a single TCP connection. Used in web
browsers and web servers.

Reference Documents
Document Name Link
Session Initiation Protocol http://en.wikipedia.org/wiki/Session_Initiation_
Protocol
RFC 3261 SIP: Session Initiation http://www.ietf.org/rfc/rfc3261.txt
Protocol
VoIP Reference Guide http://www.voip-info.org/wiki/view/SIP
SIP Reference and Training http://www.thesipschool.com/
WebRTC - Wikipedia http://en.wikipedia.org/wiki/WebRTC

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