For the Toku Contact Centre platform to function without network-related issues, the following IP addresses and ports must be whitelisted. This whitelisting should be implemented on the customer’s office or BPO firewall.
If the customer’s network uses SD-WAN, the same IP addresses and domains must also be whitelisted, and the necessary configuration steps should be coordinated with their SD-WAN vendor. The customer is advised to consult their SD-WAN provider to ensure proper destination exclusions are in place.
Note:
Incorrect SD-WAN configuration can lead to adverse effects such as voice latency or frequent call disconnections.
| Environment | IP address / Domain | Ports |
| SEA-SG (For users Connected to Singapore and ROW) - WebRTC Traffic ** | 13.228.26.180, 52.221.15.83 | 443 (TCP), 10000-32000 (UDP) |
| SEA-SG (For users Connected to Singapore and ROW) - HTTPS Traffic | alb-ab-toku-prd-izweb-fe01-1575969916.ap-southeast-1.elb.amazonaws.com | 443 (TCP) |
| LATAM-SP (For users connected to South America) - WebRTC Traffic ** | 99.83.139.97, 99.83.151.123 | 443 (TCP), 10000-32000 (UDP) |
| LATAM-SP (For users connected to South America) - HTTPS Traffic *** | alb-ab-latam-prod-izweb-fe01-491224707.sa-east-1.elb.amazonaws.com | 443 (TCP) |
| MENA-UAE (For users connected to Middle East) - WebRTC Traffic *** | 166.117.19.191, 75.2.26.141 | 443 (TCP), 10000-32000 (UDP) |
| MENA-UAE (For users connected to Middles) - HTTPS Traffic *** | alb-ab-latam-prod-izweb-fe01-491224707.sa-east-1.elb.amazonaws.com | 443 (TCP) |
Domains to be whitelisted
(a) *.tokuvoip.com
(b) *.pusher.com
(c) *.amazonaws.com (The IP addresses associated with AWS load balancers are dynamic and may change overtime).
** It includes audio, video, and data streams that are sent to the Session Border Controller, enabling fast and secure real-time communication.
*** It includes the connection between the Users laptop using the browser to the Agent / Admin Portal.
Note:
Toku recommends that customers use a fixed IP to access the Contact Centre application or connect via their office VPN. For customers without a fixed IP, the countries where agents will be located must be provided so they can be whitelisted on the Web Application Firewall (WAF). The WAF enforces policies to block rogue IPs, and since user IPs can be dynamic, there is a possibility that an assigned IP may already be flagged as “bad” by the WAF. In such cases, the user will be unable to access the platform, and the customer will need to raise a request to review and whitelist the IP.
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