GETTING STARTED
Introduction to SmartAssist
Glossary
Minimum System and Browser Requirements
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Setup SmartAssist for Use With AgentAssist
Release Notes
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
Start
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
SmartAssist Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Widgets
Utils
AgentAssist Settings
SearchAssist
Widget Theming (Layout Customization)
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Reject Calls With a Delayed First Response
API Reference
API Setup
Rate Limits
API List
Integrations
Genesys Voice Bot
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Kore Voice Automation (IVA) Integration with Zoom Contact Center (CC)
ID R&D Integration With Kore
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
SmartAssist Metrics
Dashboard
Automation
Queues and Agents
Interactions
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

US Firewall Rules

Your Intranet Allowed destinations
Destination Port
Protocol Source IP Source Port † Destination*

Session Border Controller (SBC)

(Automation, HA SBC)

TCP/UDP ANY ANY 54.161.251.110 5060
TLS ANY ANY 54.161.251.110 5061
TCP ANY ANY 54.161.251.110 10081
UDP ANY ANY 54.161.251.110 6000-60000

Session Border Controller (SBC)

(Agent SBC)

TCP/UDP ANY ANY 52.4.142.107 5060
TLS ANY ANY 52.4.142.107 5061
UDP ANY ANY 52.4.142.107 6000-60000
TCP ANY ANY 52.4.142.107 10081

SAVG

Session Border Controller (SBC)

(Agent SBC)

TCP/UDP ANY ANY 3.224.189.218 5060
TLS ANY ANY 3.224.189.218 5061
WSS ANY ANY 3.224.189.218 8443
TCP/UDP ANY ANY 35.174.41.205 5060
TLS ANY ANY 35.174.41.205 5061
WSS ANY ANY 35.174.41.205 8443
UDP ANY ANY 44.215.230.111 6000-60000
UDP ANY ANY 54.210.75.166 6000-60000
public FQDN *.kore.ai 443
public FQDN *.twilio.com 443

STUN SERVER & MEDIA RELAY

Secure Media (ICE/STUN/SRTP) Edge Locations Protocol Source IP Source Port † Destination IP Ranges Destination Port Range
Media
UDP
ANY
ANY
168.86.128.0/18
10,000 – 60,000
Twilio STUN
Protocol Source IP Source Port † Destination IP Ranges Destination Port Range
TCP (TURN TLS) ANY ANY 34.203.254.0 – 34.203.254.255 443/5349
TCP (TURN TLS) ANY ANY 54.172.60.0 – 54.172.61.255 443/5349
TCP (TURN TLS) ANY ANY 34.203.250.0 – 34.203.251.255 443/5349
TCP (TURN TLS) ANY ANY 3.235.111.128 – 3.235.111.255 443/5349
TCP (TURN TLS) ANY ANY 34.216.110.128 – 34.216.110.159 443/5349
TCP (TURN TLS) ANY ANY 54.244.51.0 – 54.244.51.255 443/5349
TCP (TURN TLS) ANY ANY 44.234.69.0 – 44.234.69.127 443/5349
TCP, UDP (TURN) ANY ANY 34.203.254.0 – 34.203.254.255 3478
TCP, UDP (TURN) ANY ANY 54.172.60.0 – 54.172.61.255 3478
TCP, UDP (TURN) ANY ANY 34.203.250.0 – 34.203.251.255 3478
TCP, UDP (TURN) ANY ANY 3.235.111.128 – 3.235.111.255 3478
TCP, UDP (TURN) ANY ANY 34.216.110.128 – 34.216.110.159 3478
TCP, UDP (TURN) ANY ANY 54.244.51.0 – 54.244.51.255 3478
TCP, UDP (TURN) ANY ANY 44.234.69.0 – 44.234.69.127 3478

US Firewall Rules

Your Intranet Allowed destinations
Destination Port
Protocol Source IP Source Port † Destination*

Session Border Controller (SBC)

(Automation, HA SBC)

TCP/UDP ANY ANY 54.161.251.110 5060
TLS ANY ANY 54.161.251.110 5061
TCP ANY ANY 54.161.251.110 10081
UDP ANY ANY 54.161.251.110 6000-60000

Session Border Controller (SBC)

(Agent SBC)

TCP/UDP ANY ANY 52.4.142.107 5060
TLS ANY ANY 52.4.142.107 5061
UDP ANY ANY 52.4.142.107 6000-60000
TCP ANY ANY 52.4.142.107 10081

SAVG

Session Border Controller (SBC)

(Agent SBC)

TCP/UDP ANY ANY 3.224.189.218 5060
TLS ANY ANY 3.224.189.218 5061
WSS ANY ANY 3.224.189.218 8443
TCP/UDP ANY ANY 35.174.41.205 5060
TLS ANY ANY 35.174.41.205 5061
WSS ANY ANY 35.174.41.205 8443
UDP ANY ANY 44.215.230.111 6000-60000
UDP ANY ANY 54.210.75.166 6000-60000
public FQDN *.kore.ai 443
public FQDN *.twilio.com 443

STUN SERVER & MEDIA RELAY

Secure Media (ICE/STUN/SRTP) Edge Locations Protocol Source IP Source Port † Destination IP Ranges Destination Port Range
Media
UDP
ANY
ANY
168.86.128.0/18
10,000 – 60,000
Twilio STUN
Protocol Source IP Source Port † Destination IP Ranges Destination Port Range
TCP (TURN TLS) ANY ANY 34.203.254.0 – 34.203.254.255 443/5349
TCP (TURN TLS) ANY ANY 54.172.60.0 – 54.172.61.255 443/5349
TCP (TURN TLS) ANY ANY 34.203.250.0 – 34.203.251.255 443/5349
TCP (TURN TLS) ANY ANY 3.235.111.128 – 3.235.111.255 443/5349
TCP (TURN TLS) ANY ANY 34.216.110.128 – 34.216.110.159 443/5349
TCP (TURN TLS) ANY ANY 54.244.51.0 – 54.244.51.255 443/5349
TCP (TURN TLS) ANY ANY 44.234.69.0 – 44.234.69.127 443/5349
TCP, UDP (TURN) ANY ANY 34.203.254.0 – 34.203.254.255 3478
TCP, UDP (TURN) ANY ANY 54.172.60.0 – 54.172.61.255 3478
TCP, UDP (TURN) ANY ANY 34.203.250.0 – 34.203.251.255 3478
TCP, UDP (TURN) ANY ANY 3.235.111.128 – 3.235.111.255 3478
TCP, UDP (TURN) ANY ANY 34.216.110.128 – 34.216.110.159 3478
TCP, UDP (TURN) ANY ANY 54.244.51.0 – 54.244.51.255 3478
TCP, UDP (TURN) ANY ANY 44.234.69.0 – 44.234.69.127 3478