System requirements for Dynamics 365 Contact Center

This article provides information about the prerequisites and system requirements for deploying Dynamics 365 Contact Center in your organization.

Prerequisites

This section lists the prerequisites for using Dynamics 365 Contact Center.

International availability

Make sure that Dynamics 365 Contact Center is available in your region. More information: International availability

Licenses

To use Dynamics 365 Contact Center with a customer relationship management (CRM) solution of your choice, one or more active subscriptions of the following standalone licenses are required for each channel user.

Capability	License
Voice, chat, and digital messaging	Dynamics 365 Contact Center
Chat, digital messaging	Dynamics 365 Contact Center Digital
Voice	Dynamics 365 Contact Center Voice

To use Dynamics 365 Contact Center with Dynamics 365 Customer Service Enterprise, one or more active subscriptions of the following add-on licenses are required for each channel user.

Capability	License
Voice, chat, and digital messaging	Dynamics 365 Contact Center Add-on for Customer Service Enterprise
Chat and digital messaging	Dynamics 365 Contact Center Digital Add-on for Customer Service Enterprise
Voice	Dynamics 365 Contact Center Voice Add-on for Customer Service Enterprise

For information on purchasing add-ins, see Buy an add-on.

For more information about licenses and pricing, see the Dynamics 365 licensing guide.

System requirements

The system requirements to use Dynamics 365 Contact Center are as follows. These requirements might vary depending on your configuration size and the applications that you run.

Area	Requirements
Contact Center workspace app	Dynamics 365 Contact Center 9.2.21034.00160 or later.
Web browsers	Supported browsers: Microsoft Edge (Chromium based); version 79.0.309.65 or later is required for the desktop notifications feature. Google Chrome Important Dynamics 365 Contact Center uses third-party cookies for authentication. Make sure that the cookies are not blocked in your browser in any mode so that certain services, such as agent or supervisor presence, can work properly.
Azure Communication Services	Required for first-party voice and SMS in the voice channel in production environments. For requirements specific to Azure Communication Services, see Network recommendations.
Hardware	Microphone and speakers for the voice experience. Minimum: 4 GB of RAM
Internet bandwidth for voice and video	Minimum: 4-Mbps upload speed; 8-Mbps download speed Recommended: 8-Mbps upload speed; 16-Mbps download speed
Embedded experience	System requirements for the preferred CRM solution

For other hardware and software requirements, see Model-driven app requirements.

Supported web browsers for live chat widget

The customer-facing live chat widget that you display on your portal supports the latest three major releases of the following browsers:

• Windows: Chromium-based browser such as Microsoft Edge, Google Chrome, and Mozilla Firefox
• macOS and iOS: Safari
• Android: Chromium-based browser such as Microsoft Edge and Google Chrome

Provision Dynamics 365 Contact Center

To enable the omnichannel capabilities in your org, see Provision channels.

Note

We recommend that you use browsers in normal mode to optimally experience the Contact Center workspace app.

Allow access to websites

If your organization uses a URL filter to block a category of websites or URLs, ensure that you allow the following websites as an exception for your users so they can access the Contact Center workspace app on the business portal.

• https://ccaas-embed-prod.azureedge.net
• https://*.communication.azure.com
• https://login.microsoft.net
• https://login.microsoftonline.com
• https://login.windows.net
• https://browser.pipe.aria.microsoft.com
• https://*.teams.microsoft.com
• https://plat.teams.microsoft.com
• https://authsvc.teams.microsoft.com
• https://*.ng.msg.teams.microsoft.com
• https://*.notifications.teams.microsoft.com
• https://*.trouter.teams.microsoft.com
• https://ecs.office.com
• https://*.skype.com
• https://*.trouter.skype.com
• https://*.edge.skype.com
• https://aad.skypetoken.skype.com
• https://config.edge.skype.com
• https://edge.skype.com
• https://api.aps.skype.com
• https://*.asm.skype.com
• https://*.omnichannelengagementhub.com
• https://ocsdk-prod.azureedge.net
• https://*.service.signalr.net

If your customers are using a URL filter to block a category of websites or URLs, you might have to ask your customers to allow a specific website as an exception. Your customers must allow access to the following URLs from their browsers to use the live chat widget in the portal.

• https://*.communication.azure.com
• https://*.teams.microsoft.com
• https://plat.teams.microsoft.com
• https://*.ng.msg.teams.microsoft.com
• https://*.notifications.teams.microsoft.com
• https://*.trouter.teams.microsoft.com
• https://ecs.office.com
• https://*.skype.com/*
• https://*.asm.skype.com
• https://browser.pipe.aria.microsoft.com
• https://oc-cdn-ocprod.azureedge.net/livechatwidget
• https://cdn.botframework.com/botframework-webchat
• https://*.omnichannelengagementhub.com
• https://ocsdk-prod.azureedge.net

Geo-specific links

Location-specific links that should be made accessible are as follows.

Geographic location	Links
North America	oc-cdn-ocprod.azureedge.net/*
Europe	oc-cdn-public-eur.azureedge.net/*
South America	oc-cdn-public-sam.azureedge.net/*
United Kingdom	oc-cdn-public-gbr.azureedge.net/*
Japan	oc-cdn-public-jpn.azureedge.net/*
Asia-Pacific	oc-cdn-public-apj.azureedge.net*
Canada	oc-cdn-public.azureedge.net/*
India	oc-cdn-public-ind.azureedge.net/*
Australia	oc-cdn-public-oce.azureedge.net/*
France	oc-cdn-public-fra.azureedge.net/*
Switzerland	oc-cdn-public-che.azureedge.net/*
United Arab Emirates	oc-cdn-ocuae-uae.azureedge.net/*

See also

Get started with Contact Center workspace