Overview: Best Practices for Agent Device and Network Requirements

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This article provides a basic overview of the best practices for using as it relates to your devices and your desk set up.

Device Best Practices

Operating System: Windows 10 or 11, Mac OSX 10.14, ChromeOS (Latest)

Browser: Google Chrome (latest version)

Memory: Minimum 4 GB of RAM

(Recommended 8GB to support multiple applications outside of Edify)

Processor: Intel i5 / AMD Ryzen 5 processor


If using our webRTC phone: a speaker and microphone (or headset) is required.
Edify’s CX/EX platform is only supported on our Windows or MacOS Desktop Application and Google's Chrome desktop browser.

If using the Avaya.cx WebRTC via the browser for voice channels, it is not recommended that you use a Virtual Desktop Infrastructure (VDI). If you are using VDI, you should use a separate hard phone and SIP connection for your voice channel to the agent.

Network Best Practices


You'll need to make sure that you have enough bandwidth to support the number of simultaneous calls you expect your agents to make and/or receive. The bandwidth used is 100 kbps per phone call (upstream and downstream). It is important to note that this number is only for the audio traffic.

Other actions in the system will send/receive data, so additional  bandwidth is required. Also, other tabs and/or applications the agent may have open, such as email or CRM will be consuming bandwidth as well. 


While it's not possible for us to say exactly what you might need, a rough rule of thumb is 1 Mbps per person sharing the connection is a good start. For example, if there are 100 people in your office, we recommend 100 Mbps symmetrical connection.  Have your IT team determine if your network can support this. (It is crucial to have adequate download and upload bandwidth for the number of users).


To help Customers more easily manage their internal network settings, some of the system's services are able to operate from a fixed set of IP Addresses. 


It is highly recommended that Customers white list these IP Addresses on their networks. 


Reach out to Support@avaya.cx to receive the list of IP Address to white list.

Overall network latency best practices

In WebRTC (Web Real-Time Communication), the ideal or "normal" latency for voice to work properly typically falls within the range of 20 to 150 milliseconds, although the specific acceptable range can vary depending on the application and use case. Lower latency values are generally preferred for a more real-time and natural conversation experience.

Here are some general guidelines for latency in WebRTC voice communication:

Work From Home (WFH) best practices

For Work From Home (WFH) Contact Center agents using WebRTC for voice communication, the acceptable latency can vary depending on several factors, including the nature of the customer interactions, the expectations of the customers, and the specific ISP being used. However, here are some considerations:


In summary, while there isn't a fixed "normal" latency for WFH CCaaS agents using WebRTC, it's essential to aim for low latency, especially for voice interactions, to ensure a seamless and responsive customer experience. Monitoring and adjusting latency as needed based on the specific requirements and customer feedback is a good practice in this context.

Home wifi best practices

Setting up a robust Wi-Fi network for Work From Home (WFH) or remote work is crucial for maintaining productivity and connectivity. Here are some best practices for a reliable WFH Wi-Fi setup:


By following these best practices, you can create a reliable and efficient Wi-Fi setup for remote work, ensuring that your internet connection remains stable and responsive for all your work-related tasks.