Prerequisites

This page sums up everything you need before starting to configure SIVO. It’s meant to be reviewed with your IT, procurement and Salesforce admin teams before the first onboarding session.

Executive summary

SIVO is 100% managed SaaS. Your team doesn’t install servers, doesn’t patch, doesn’t provision infrastructure. What you do need:

1. A SIVO account (trial or subscription).
2. At least one phone carrier (SIP carrier) with your numbers.
3. Modern browsers on agent workstations.
4. (Optional but recommended) A Salesforce org with Service Cloud Voice licenses.
5. (Optional) API keys for the AI providers you’ll use.

Zero own infrastructure. Zero VPN. Zero apps to install.

Supported browsers

The WebRTC softphone and the SIVO panel run on:

Browser	Min version	Notes
Chrome	100+	Recommended. Best audio quality.
Edge	100+	Identical to Chrome (Chromium).
Safari	16+	Works on macOS and iOS, slightly lower audio quality.
Firefox	100+	Works, but some advanced codecs fall back.
Brave	recent	Works if shields don’t block WebRTC.

Not supported: Internet Explorer (deprecated by Microsoft), old mobile versions (Chrome below 100 on Android, Safari below 16 on iOS).

Agent workstation hardware

Minimum requirements:

• CPU: any laptop or desktop from the last 5 years (Intel i3 8th gen, AMD Ryzen 3, Apple M1+).
• RAM: 4 GB free (Chrome + Salesforce + softphone consume ~1.5 GB).
• Headset: USB or 3.5 mm jack with mic. Noise-cancelling recommended (Jabra Evolve, Plantronics Voyager, Logitech Zone). Built-in laptop mic works to start but quality is worse.
• Connection: 100 kbps minimum symmetric per concurrent call. For an agent with 1 active call, 200 kbps is enough. For a wallboard showing many at once, consider 5-10 Mbps.

Corporate network requirements

SIVO uses HTTPS + WebSocket + DTLS-SRTP over standard port 443. This means it passes any normal corporate firewall without changes, just like Google Meet or WhatsApp Web.

What your IT should verify:

Outbound ports (client → SIVO)

Port	Protocol	Use
443	TCP (HTTPS / WSS)	REST API, panel, SIP-over-WSS softphone
443	UDP (QUIC)	Optional HTTP/3 (acceleration)

You only need outbound TCP 443 open, already open on any modern network.

Outbound ports for WebRTC media

WebRTC needs a UDP channel for audio. SIVO uses TURN over TCP 443 as fallback when the corporate network doesn’t allow UDP:

Configuration	Audio goes via
Open network (UDP outbound allowed)	Direct UDP to SIVO’s public IP (minimum latency)
Restricted network (TCP only outbound)	TURN over TCP 443 (latency +20 ms)
Corporate HTTP proxy	TURN over TLS through proxy (latency +30-50 ms)

Works in all cases. Only latency changes.

Domains to allow (allowlist)

If your firewall does domain filtering, add to the allowlist:

*.sivocenter.com
api.sivocenter.com

And SIVO’s CDNs:

cdn.sivocenter.com
fonts.googleapis.com         (optional fonts)
fonts.gstatic.com

For Salesforce integration:

*.salesforce.com
*.force.com
*.lightning.force.com
*.my.salesforce.com

Public IPs (when you need IP allowlist instead of domain)

Some regulated companies (banking, defense) require IP allowlist instead of domain. SIVO plane IPs are available on request — contact your SIVO team.

Phone carrier (SIP carrier)

SIVO is not a telco. You contract your carrier and SIVO talks SIP to them.

Production-tested carriers

Carrier	Coverage	Best for
Zadarma	EU, LATAM, USA	Competitive cost in EU
Twilio	Global	Universal availability, high quality
Bandwidth	USA (E911), Canada	Native E911 compliance
Vonage / Telnyx / Plivo / Voxbone	Variable	Compatible via custom template
Your local carrier	Variable	Any carrier that speaks SIP

What to ask your carrier for

1. SIP trunk (not PRI, not analog). In 2026 all serious carriers offer SIP trunk.
2. SIP credentials: user + password, or IP-based auth.
3. Sending IP list: the IPs the carrier sends calls from (often a /24 range, not a single IP).
4. DIDs (numbers) already provisioned or ported.
5. (Optional) Backup trunk if you want failover between carriers.

Typical provisioning time with your carrier: 1-3 business days depending on country.

Salesforce (optional but recommended)

For the Service Cloud Voice integration:

Required licenses

• Service Cloud Voice enabled at org level.
• SCV license assigned to each user that will handle calls. Seen at Setup → User Management → Users → User Detail → Permission Set Licenses.
• If you don’t have SCV enabled, contact your Salesforce Account Executive — it’s an additional license.

SF admin permissions for installation

The user installing the SIVO connector needs:

• Profile System Administrator or equivalent.
• Manage Connected Apps permission (Manage External Client Apps in new orgs).
• Access to Setup → Service Cloud Voice → Call Centers.

Salesforce edition

• Enterprise Edition or higher.
• Lightning Experience active (Classic does NOT support SCV).
• Salesforce Service Cloud (without Service Cloud, SCV can’t be activated).

AI providers (optional)

Only if you’ll use conversational AI agents or live transcription, you need API keys. SIVO doesn’t bill tokens — you pay your provider.

Service	Supported providers
STT (Speech to Text)	Deepgram, ElevenLabs Scribe v2 Realtime, OpenAI Whisper
LLM	OpenAI, Anthropic, Groq, Cerebras, Together.ai, any OpenAI-compatible
TTS (Text to Speech)	ElevenLabs v2/v3, OpenAI TTS

How to get the keys

1. Deepgram: signup at https://deepgram.com → Console → API Keys → Create Key.
2. OpenAI: https://platform.openai.com → API Keys → Create new secret key.
3. Groq: https://console.groq.com → API Keys.
4. ElevenLabs: https://elevenlabs.io → Profile → API Key.

Keys are stored AES-256-GCM encrypted in SIVO. No one else sees them, not even the SIVO support team.

See STT, LLM and TTS providers for details on each one and recommended combinations by latency/quality/cost.

Legal docs to have ready

Before signing the contract, you should have reviewed:

• Terms and conditions — the general contract.
• DPA — Data Processing Agreement — for your DPO if you have one.
• SLA — availability commitments per plan.
• Cookie policy — applies to public site only.
• Privacy policy — how we handle your data.

For security audits, you can request under NDA:

• Sub-processor list with processing region.
• Internal incident management policy.
• Business Continuity Plan (BCP) and Disaster Recovery (DR).
• Documentation of internal processes and controls.

Request at [email protected].

People involved in onboarding

For a typical implementation you need:

Role	Approx time	Responsibility
SIVO admin (your user)	4-8 hours	Configures agents, queues, IVRs, policies
Salesforce admin	1-2 hours	Installs the connector, authorizes OAuth, maps users
Network IT	1 hour	Verifies connectivity and domain allowlist
Telco carrier	1-3 days (provisioning)	Activates the SIP trunk on their side
Compliance / DPO	2-4 hours (review)	Reviews DPA, SLA, retention policy

An agile onboarding can complete in 1 work week if all pieces are aligned. Without Salesforce, 1-2 days.

Final checklist before signing

• I know which plan I want (Starter / Pro / Enterprise) — see pricing.
• I have SIP carrier contracted or know which carrier I’ll use.
• My IT team has validated that corporate network allows WebRTC.
• My SF admin has confirmed Service Cloud Voice is active (if I’ll use it).
• I’ve reviewed the DPA with my DPO or legal team.
• I’ve estimated how many agents and PSTN minutes I expect to use.
• I have clear data residency requirements (EU / USA / dedicated).

If you’re green on all, start the trial or contact sales for Enterprise.

Next step

Once you have the active account: First call in 10 minutes.