Allow CallPotential to Work with your Firewall

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If your company has any sort of location firewall, you will need to whitelist a few URL's for CallPotential to work. The purpose of this guide is to provide information that can be given to your IT department so that CallPotential can work with your system firewall. This guide also includes instructions on how you can create your own firewall while assuring CallPotential will continue working.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

These are the URL's used by CallPotential that your IT team will need to whitelist.

CallPotential URLs

*.callpotential.com (needed for anything CP-related to work)
*.newrelic.com (server monitoring software, site will experience script errors if this isn't whitelisted)
*.fastly.net (used by newrelic)
*.livechatinc.com (allows access to our chat support)
*.infusionsoft.com (allows access to forms on our web site)
*.bootstrapcdn.com (used by the location version of CallPotential)
*maps.googleapis.com
*google-content.com

CallPotential Location Client

Google DNS lookup one: https://dl.callpotential.com/CallPotential.exe
- For this, Google DNS 8.8.8.8 needs to be allowed for Network Validation
Custom DNS lookup one: https://dl.callpotential.com/CallPotential-Per-User.exe

Twilio URLs - Note: Anything under US1 and US2 will need to be whitelisted.

https://www.twilio.com/docs/video/ip-address-whitelisting
https://www.twilio.com/docs/voice/sdks/network-connectivity-requirements
https://support.twilio.com/hc/en-us/articles/360007130274-Requirements-for-Connecting-to-the-Twilio-REST-API-and-Troubleshooting-Common-Issues
https://media.twiliocdn.com/sdk/js/client/v1.9/twilio.min.js
https://media.twiliocdn.com/taskrouter/js/v1.20/taskrouter.min.js

For the latest Twilio IPs Visit -https://www.twilio.com/docs/sip-trunking/ip-addresses

^{54.172.60.0/30 which translates to:
54.172.60.0
54.172.60.1
54.172.60.2
54.172.60.3
Ports: 5060 (UDP/TCP), 5061 (TLS)}

^{54.244.51.0/30 which translates to:
54.244.51.0
54.244.51.1
54.244.51.2
54.244.51.3
Ports: 5060 (UDP/TCP), 5061 (TLS)}

After January 23, 2024, these media IPs will be retired.

^{54.172.60.0/23}
^{34.203.250.0/23}
^{Port Range: 10,000 to 20,000 (UDP)}

^{54.244.51.0/24}
^{Port Range: 10,000 to 20,000 (UDP)}

Beginning December 5, 2023, Twilio will be updating their media IP range.

For more information, click here.

^{168.86.128.0/18}
^{Network Range: 168.86.128.0 - 168.86.191.255}
^{Port Range: 10,000 to 60,000 (UDP)}

Sendgrid URLs - Note: Dedicated SendGrid IPs are: 149.72.141.201, 167.89.110.17

Port URLs

Port 9002 (used by the location version of CallPotential to push notifications)
Port 9001 (used by Call Center software)

Setup Your Firewall with Help from the CallPotential Support Team - Note: Complete these steps if our Support team is helping you setup your firewall.

Contact CallPotential Support - Via email, chat or phone.
Download & open the file they send so they can remote into your computer.

Create your Firewall - Note: Complete these steps if you are setting up a firewall yourself.

Access your Firewall Settings

(A) Search - Click to search your computer's files and applications.
(B) Enter Search - Enter "Control Panel" in the search window.
(C) Control Panel - Based on your search terms, this will appear. Click it.

(D) Search Term - Once inside your control panel, enter the term, "Firewall".
(E) Windows Defender Firewall - Click to open.

(F) Advanced Settings - Located along the left side of the window, click to open your computer's Advanced Settings.

Creating Inbound Rules

(G) Inbound Rules - Click to open.

(H) New Rule - You will need to create two inbound rules. Click to create the first rule, CP TCP.

(I) Port - Make sure this is selected. If it isn't, click to select it.
(J) Next - Click to continue creating your rule.

(K) Specific Local Ports - Make sure this is selected and enter "9001, 9002".
(L) Next - Click to continue creating your rule.

(M) Allow the Connection - Make sure this is selected. If it isn't, click to select it.
(N) Next - Click to continue creating your rule.

(O) Next - Click to continue creating your rule.

(P) Name - In the Name window, enter "CP TCP".
(Q) Finish - Click to finish creating your new rule.

(A) New Rule - Click to create your second rule, CP UDP.

(B) Port - Make sure this is selected. If it's not selected, click this.
(C) Next - Click to continue creating your rule.

(D) UDP - Click to select this option.
(E) Next - Click to continue creating your rule.

(F) Next - Click to continue the process.

(G) Next - After you confirm Domain, Private, & Public are selected, click to continue the process.

(H) Name - Enter the name, "CP UDP".
(I) Finish - Click to finish creating your new rule.

Creating Outbound Rules

(J) Outbound Rules - You will also need to create Outbound Rules. Creating Outbound Rules is the same process as you just completed for Inbound Rules. Begin by clicking Outbound Rules and then refer to Creating Inbound Rules, steps (G) - (I).