System and Network Requirements - Amwell Converge

This documentation was last updated on: 3/22/2024 3:34:26 PM (UTC).

Please find the System and Network requirements for Amwell Converge below. Please click here to view Amwell’s full list of Products and their network requirements.

The most recent update to this page was on 10/19/2023 to update minimum OS requirements for Android devices to Android 10+. Please click here to view the complete System and Network Requirements change log.

Amwell Converge

The following guide provides details on the minimum requirements necessary to enable Converge for Patients, Providers, Administrators and Guests. Please note, this document outlines general guidelines and is subject to change with new releases.

Quick Technical Check for Computers and Mobile Devices

Video Bandwidth

• Minimum video bandwidth: 1Mbps per call participant
• Recommended video bandwidth: 4Mbps per call participant
• High-Definition video is available on networks that can support a sustained connection at 1Mbps Up and 4 Mbps Down per user. High Definition requires a compatible camera.

NOTE: Video is not recommended on LTE or Mobile Data. If provider is on optimal device and connection and there are still connectivity issues, this may be an issue with the patient’s device and/or connection.

Specifications

• Converge software is web‑based.
• The web/mobile solutions utilize standard TCP ports for communications: 443 and 10000-60000.
• The video-sharing component utilizes standard UDP and TCP ports for video transmission: 443 and 3478, 5349 and 10000-60000.
• Traffic is encrypted using SSL; for a detailed list of firewall requirements, please see the table at the bottom of this document.
• Our solutions are tested against W3 standards.
• An audit trail is documented and stored for every event, including logins, edits to forms, and collaboration instances.
• The software may leverage email or SMS to coordinate consultations between users.

Minimum Technical Requirements

Tech Check

To use the Amwell Converge Tech Check tool, please navigate here.

Web Browser Requirements

Based on Twilio Video and WebRTC support

• If unsupported browser is used, an error screen will prompt user to copy the visit link and use a supported browser.
• The current and last two versions of each browser will be supported.
• Ensure that your browser window maintains at least 960px width. Otherwise, some features and functionality may not be available.
• *For customers Carepoint Calling with TV Kit 200S – Provider devices must allow cookies for *.solaborate.com.

Mobile Device Minimum Requirements

*Please note that Converge does NOT support A12 and A32 Samsung devices at this time.

* For optimal experience, no older than two versions behind the current OS should be used.

Hardware Requirements for Web‑Based Solution

• PC
  • 64-Bit Microsoft Windows 10 or newer
  • Minimum of 4 GB of RAM
  • For SD video: a processor capable of running at speeds 1.5 GHz or higher
  • For HD video: a quad-core processor capable of running at speeds 2.4GHz or higher
• Mac
  • OS X 10.13 or newer
  • At least 2 GB of RAM installed
  • A G4 or Intel processor

Video Requirements for Web‑Based Solution

Converge software will work with webcams that are USB based and are certified for use with the end user’s operating system.

• Video bandwidth
  • Minimum video bandwidth: 1Mbps per call participant
  • Recommended video bandwidth: 2Mbps per call participant
  • High-Definition video is available on networks that can support a sustained connection at 3Mbps Up and 2 Mbps Down. High Definition requires a compatible camera.
• iPhone and Android phones: Video supported over Wi‑Fi and with some cellular networks.
• iPad: Video is supported over Wi‑Fi and with some cellular networks
• Jitter and Packet Loss (recommended)
  • Packet loss < 2%
  • Jitter < 15ms

Virtual Desktops not supported: Browsers running inside a virtual machine such as Citrix or VMWare will experience low‑quality video. This is not currently supported by Amwell. We recommend working with your EHR / EMR to optimize your virtual machines for video streaming via content redirection so that the video call is routed directly to the local desktop browser.

Requirements for E‑Mail Delivery

Converge software sends invitations via e‑mail for:

• Guest Visits
• Patient Video Visits

To ensure proper and timely delivery of these messages, your mail and spam servers should allow emails from @amwlehr.com.

Caller ID and Outbound SMS

Converge software sends calls and texts via the following:

• Caller ID: Telehealth Call
• Inbound Phone Number: (857) 407‑4536
• SMS header: TELEHEALTH VISIT
• SMS Phone number: (888) 522‑6688 or (617) 652‑5066

Port Access & Network Connectivity

To use the Twilio Port Checker, please navigate to https://networktest.twilio.com/

Please find our instructions on Split‑Tunnel Virtual Private Network set up here – recommended for all Amwell products where providers are connecting via VPN.