CallTools System Requirements

System & Network Requirements Guide

---

Introduction

CallTools is a cloud-based contact center platform designed for high-performance inbound and outbound operations. To ensure optimal call clarity, dashboard responsiveness, and overall system reliability, all agent workstations and networks must meet the requirements outlined below.

Failure to meet these requirements may result in:

• Poor call sound quality

• Audio lag or jitter

• Dropped calls

• Delayed interface responsiveness

• System instability

This guide outlines the required standards for network infrastructure, hardware, and workstation configuration.

---

Voice Connectivity Options

Agents must connect via the CallTools web platform and one of the following approved voice methods:

1. External VoIP Softphone

• Installed on the workstation

• USB wired headset required

• Recommended for high-volume outbound environments

2. Browser-Based Calling

• No additional software installation required

• Requires modern hardware for consistent performance

For best results, agents should operate on updated hardware meeting the specifications below.

---

Network & Internet Requirements

Dedicated Bandwidth Per Agent

Each CallTools user must have:

• Minimum 3 Mbps download dedicated bandwidth

• Minimum 3 Mbps upload dedicated bandwidth

This bandwidth must be allocated per active agent and remain consistent throughout the workday.

Shared bandwidth environments that fluctuate due to streaming, downloads, or other traffic can cause degraded call performance.

---

Latency & Stability Requirements

• Average latency below 80 ms

• Minimal packet loss

• Minimal jitter

• Consistent bandwidth throughout the workday

International connections may experience higher latency, which can impact voice quality.

---

Local Network Configuration

• ✅ Wired Ethernet connection required

• ❌ Wireless networking not recommended

• ❌ Fixed wireless / cellular internet not supported

• ❌ Satellite internet not supported

• ❌ Double NAT network environments not supported

Unstable or shared wireless networks are the leading cause of degraded call quality.

---

Firewall & Router Configuration

Required Open Ports

The following outbound ports must be allowed:

• 80 (HTTP)

• 443 (HTTPS)

• 5060–5070

• 61452–61453

• 10000–20000

Quality of Service (QoS)

Voice traffic must be placed in the highest priority, lowest latency queue within the network infrastructure.

Routers and firewalls should prioritize voice media traffic above:

• File downloads

• Streaming services

• Cloud storage syncing

• General browsing

---

Disable VoIP Traffic Modification Features

Many firewalls modify or inspect voice traffic by default. The following features should be disabled for CallTools traffic:

• SIP ALG

• SIP Inspection

• SIP Transformation

• SIP Traversal

• Strict access control rules affecting voice traffic

Intrusion prevention systems may falsely block legitimate voice traffic if not configured properly.

---

DNS Requirements

Agent workstations must properly resolve all CallTools domain names through standard DNS.

Improper DNS configuration may result in:

• Login failures

• Dashboard loading issues

• Voice registration problems

---

Windows Computer Requirements (Updated Minimum)

Each agent must use a fully functional physical workstation. Virtual machines, tablets, thin clients, or mobile devices are not supported.

Minimum Workstation Requirements

Component	Requirement
Operating System	Windows 10 (Minimum)
Processor	Intel i5 (8th gen or newer) or Ryzen (3000 or newer)
Memory	8 GB RAM minimum (16GB Recommended)
Browser	Latest version of Chrome or Firefox
Audio Device	USB wired headset with microphone
Screen Resolution	1920x1080 or higher

---

Why Modern Hardware Matters

Modern browsers and voice processing consume significant CPU and memory resources.

Upgrading to:

• Windows 10

• i5 processor

• 8 GB RAM

Ensures:

• Stable audio performance

• Smooth dashboard responsiveness

• Reduced lag under load

• Better multitasking capability

---

Mac Computer Requirements

Component	Requirement
macOS	Current supported version
Processor	Intel i5  (8th gen or newer) or Apple Silicon equivalent
Memory	8 GB RAM minimum (16GB Recommended)
Browser	Latest Chrome or Firefox
Audio Device	USB wired headset
Screen Resolution	1920x1080 or higher

---

Headset Requirements

A USB wired headset is required for operation.

Not Recommended:

• Bluetooth headsets

• Analog 3.5mm connections

• Built-in laptop microphones

• Wireless USB adapters

USB headsets provide:

• Cleaner digital audio signal

• Reduced echo

• Improved microphone consistency

• Better overall call clarity

---

Windows Quality of Service Optimization

For environments where agents browse the internet while working, a Windows QoS policy is recommended to prioritize voice traffic.

This reduces jitter and audio clipping during network congestion.

---

Network Segmentation Best Practice

If your organization operates multiple voice platforms or high-bandwidth applications:

• Place CallTools workstations on a dedicated VLAN

• Separate non-business traffic from agent networks

This ensures consistent performance and prevents bandwidth competition.

---

Unsupported Environments

CallTools does not support:

• Virtual desktop infrastructure (VDI)

• Citrix environments

• Tablets or mobile devices

• Satellite internet

• Double NAT networks

---

Performance Responsibility Summary

To ensure optimal performance:

• Use wired Ethernet

• Provide 3 Mbps dedicated bandwidth per user (minimum)

• Use modern hardware (Windows 10, i5, 8GB RAM minimum)

• Configure firewall and QoS correctly

• Disable voice traffic modification features

When these standards are met, CallTools delivers stable, high-quality voice performance and dashboard reliability.