Essentials: Browser, OS & Network Requirements

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Browser and OS Requirements 

In order to ensure that you have a good experience while using Outbound by Enreach, please make sure that your system meets the browser and Operating System requirements listed below.

  • Supported: We test the Outbound by Enreach platform on these browsers and/or OS. Errors are reported as bugs and resolved as soon as possible. We support the current/latest versions and the version released immediately before
  • Unsupported: We do not test the Outbound by Enreach platform on these browsers and/or OS. We assume that the platform will work but, since we have not tested it, we cannot tell you exactly what works and what may fail. Errors reported on these browsers and OS will be noted for future reference by our development team, but not actively resolved
  • Not Applicable (N/A): Using these browsers and/or OS is likely to produce many errors. Unfortunately, at this time we are unable to assist with these type of errors and recommend that you switch to a supported browser and/or OS.

Built-in Soft Phone

When working with built-in soft phone, you are sending the telephony voice over the Internet. This places some specific requirements on the network between the computer and our telephony server. 

  • Connect the agents' computers to the LAN with cable. WiFi will very likely result in poor audio quality
  • In small groups of agents, Bluetooth headsets are normally OK. In larger groups (above 10 headsets within a 10 meter perimeter), we recommend using cable headsets for some of the agents
  • The combination of Bluetooth headsets and WiFi-connected computers is normally detrimental for all VoIP communication as both technologies use the 2,4 GHz frequency and can easily interfere with one another
  • We strongly recommend that you avoid having other streaming media (YouTube, for example) running on the same network when people are using the built-in soft phone.

Network

Aside from the special network requirements needed to use the Built-in Soft Phone, you will also need the following:

  • LAN following the requirements set by the TCP/IP standard
  • Internet connection with a recommended 200 Kbit/s per active agent (5 users per Mbit) (not including additional bandwidth for the Built-in Soft Phone)
  • We recommend that you connect to the LAN using cables as WiFi has a tendency to lose connection every now and then
  • Make sure that communication through your firewall is open to the IP-range 94.101.215.96 - 94.101.215.125 (included start and end address).

The specific network requirements for using the Built-in Soft Phone are listed below:

Most of these settings are open and enabled as default, but if you encounter problems, please make sure that your network meets these requirements.

Remote Desktop

Working with a remote desktop is supported for Outbound by Enreach with an Agent phone line using a land line. 

The Built-in Soft Phone with a remote desktop may work, but is not supported by Outbound by Enreach.

Fail Over

If there are major issues with the standard sites, we have established 2 sets of fail over sites. If your mobile phone number is registered in our support system, you will receive an SMS asking you to switch to one of the fail over sites. You will remain on the fail over site until you are notified that the standard sites are up and running again. The fail over sites will stay in service for the remainder of the same day and they will only be stopped after 21.30 CET.


Built-in Soft Phone Browser Settings 

When using the Built-in Soft Phone as an Agent line, the soft phone web application will function as your phone line. To accomplish this, we use the technology called WebRTC, which use the microphone and speakers from your computer as devices. The default security settings in web browsers most often sends a question to you when a web application wants to access devices on your computer.

When you access the Contact page for the first time from a new browser or from a new computer (this can also happen after an update), and you have selected the Built-in Soft Phone, this dialogue should be shown:

Please don’t ignore this! 

Click Allow and you can start using the Built-in Soft Phone as the Agent line.

If you accidentally clicked Block, you won’t be able to use the built-in soft phone until you unblock the Enreach-site. If you try, you will get this message:

You will also see the warning in the Campaign Selection Page:

To unblock the site, you need to find the Contact settings in your browser.

This is the link in Chrome. On this page you will find two sections: Allow and Block. In Block, you will find your Enreach-site. You remove it from the Blocked sites by simply clicking the trash bin. If you make sure that the setting Ask before accessing is turned on, you will get the same question again next time you load the Contact page. 

This is the link in FireFox. Scroll down to Permissions>Microphone and click Settings:

This will open up a new dialogue where you can find the site you have blocked. Simply change the setting to Allow to save your settings.

On certain browsers, you can click the microphone icon in the URL bar, to directly access the microphone settings. 

Reload the Contact Page and allow access to the Microphone.

If the Built-in Soft Phone is not working, try changing which microphone the browser is using. In Chrome, this can be done by accessing Microphone in the browser settings.

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