This article provides details on the minimum requirements necessary to enable the Amwell Hospital platform (formerly Avizia v10 and Amwell Clinical) for your organization.
NOTE: Click here for minimum technical requirements for the Amwell 210 Carepoint Device.
NOTE: Click here for minimum technical requirements for the Amwell C250 Carepoint Device
Quick Technical check for Computers and Mobile Devices:
Amwell Concierge Pre-Appointment Tech Check
This advance tech check is available on all client sites (https://customername.avizia.com/#/techcheck)
Network Speed Test:
Click "Start Test" for a Network Speed Check
Expected speeds: 2Mbps Upload and 3Mbps Download
(Less than 1Mbps Upload or Download not recommended for Video visits. )
- 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.
NOTE: Video is not recommended on LTE or Mobile Data
Browser Check (Flash only required on Internet Explorer)
Windows Version Check (Windows 7 or newer):
Note: To find out which version of Windows your PC is running, press Windows logo key + R, type winver, then select OK
Mac Version Check (OS X 10.5 or newer):
Detailed Technical Requirements Overview
The Amwell Hospital platform is completely web-based and can run on most web browsers with Internet access. Leveraging existing connectivity and enterprise hardware, these solutions turn any computer into a tool for remote care through a web browser. Depending on a specific implementation, additional video hardware or software may be required for Amwell Hospital to integrate into an existing customer environment.
Specifications
- Amwell Hospital software is web-based.
- The web/mobile solutions utilize two standard TCP ports for communications: 80 and 443.
- The video-sharing component utilizes standard UDP and TCP ports for video transmission: 53 and 40000-49999
- 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
Web Browser Requirements (Clinical Portal & Enterprise/Fleet)
You can view Amwell Patient Portal Requirements here.
| OS PLATFORM | WEB BROWSER | UNSUPPORTED |
| Windows |
|
|
| Mac |
|
|
| Chrome OS |
|
|
NOTE: Ensure that your browser window maintains at least 960px width. Otherwise, some features and functionality may not be available.
If you must use a mobile browser to access the Amwell platform, refer to the following minimum mobile browser requirements*:
- JavaScript and cookies enabled
- Google Chrome - latest version
- Safari - latest version
* The Clinical Portal is NOT fully responsive on mobile devices thus, users may not have a good experience on mobile browsers. We recommend customers to download and use the Touchpoint mobile app instead of using a mobile browser.
Joining calls from a Guest Invite (mid-call invites)
When receiving a Guest Invite from the Clinical Portal, via email or SMS, to join a call, clicking the link in their mobile device may launch the call in a mobile browser. The supported mobile browsers for Guest Invites are:
- Mobile Chrome on Android
- Mobile Safari on iOS
Mobile Device Requirements
| MOBILE APP | DEVICE COMPATIBILITY * |
| myCare by American Well | iOS 12.0+ iPhone, iPad, iPod Touch |
| Android 9.0+ | |
| Amwell Touchpoint |
iOS 12.0+ iPhone 6s+ |
| iPad iOS 13.1+ iPad Gen 6 & 7, iPad Pro Gen 4 |
|
| Android 9.0+ Galaxy s8+, Zebra TC-51,52 |
|
|
Amwell Touchpoint Tablet† |
iOS 12.0+ iPhone 6s+ |
| iPad iOS 13.1+ iPad Gen 6 & 7, iPad Pro Gen 4 |
|
| Android not supported at this time — under development |
* NOTE: The Amwell Hospital mobile apps (Touchpoint and myCare) have been tested to operate on the mobile devices listed above. You may experience unpredictable results if you use devices not listed. Using mobile browsers in lieu of the Touchpoint app will result in limited access and functionality.
† NOTE: Amwell Touchpoint Tablet in the Touchpoint mobile app requires Wi-Fi — cellular networks (e.g. LTE, 3G) are not supported at this time due to bandwidth limitations. Minimum recommendations: 3Mbps Upload and 4Mbps Download (less than 1Mbps Upload or Download not recommended for Video visits).
SSO
- Amwell supports SSO via ADFS v3
Hardware Requirements for Web-Based Solution
- PC
- 64-Bit Microsoft Windows 7, 8.1, 10
- 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
Amwell Hospital software will work with webcams that are USB based and are certified for use with the client’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 is 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
* Please note that browsers running inside a virtual machine such as Citrix may experience low-quality video. We recommend working with Citrix to optimize your virtual machines for video streaming. Alternatively, your virtual machines could be configured to open any Avizia.com web pages on the local desktop so that the video call is routed directly.
† Amwell Touchpoint Tablet in the Touchpoint mobile app requires Wi-Fi — cellular networks (e.g. LTE, 3G) are not supported at this time due to bandwidth limitations. Minimum recommendations: 3Mbps Upload and 4Mbps Download (less than 1Mbps Upload or Download not recommended for Video visits).
Requirements for E-Mail Delivery
Amwell Hospital software sends invitations via e-mail for:
- User registration
- Video visits
- Case Notifications
- Appointment reminders
To ensure proper and timely delivery of these messages, your mail and spam servers should allowlist the following IP address:
- 198.2.178.167
Firewall Allowlist Requirements
The Amwell Hospital platform requires mandatory firewall permissions for minimum application functionality.
NOTE: We will not be changing any existing URLs from avizia.com to americanwell.com or amwell.com. We will not touch these to avoid impacting existing links and workflows at this time.
- Firewall and Domain Permissions:
- *.amwell.com
- *.avizia.io
- *.avizia.com
-
global.stun.twilio.com
-
global.turn.twilio.com
- Ports:
- The firewall must be configured for requests on the following ports:
|
REQUIRED |
SERVICE |
TRANSPORT |
PORTS |
RULE |
DESTINATION |
|
Mandatory |
Standard web, redirect to HTTPS |
TCP |
80 |
Outgoing |
*.avizia.com, *.avizia.io |
|
Mandatory |
Secure WebRTC |
TCP |
443 |
Outgoing, Incoming |
*.avizia.com, *.avizia.io 18.204.64.0-31 54.172.60.0 - 54.172.61.255, 34.203.250.0 - 34.203.251.255, 54.244.51.0 - 54.244.51.255** |
|
Mandatory |
DNS |
UDP |
53 |
Outgoing |
Local DNS server |
|
Mandatory |
Update Service |
TCP |
443 |
Outgoing, Incoming |
atom-avizia-com.s3.amazonaws.com |
|
Highly Recommended |
Preferred - Media (RTP/RTCP) |
UDP & TCP |
40000-49999 |
Outgoing, Incoming |
*.avizia.io |
|
Mandatory (select one) |
Preferred - Media (RTP/RTCP) Use for best performance and quality |
UDP & TCP |
40000-49999 33000-33499 |
Outgoing, Incoming |
|
|
Media (STUN/TURN)* Reduces number of ports required, however, increases connection time |
UDP & TCP |
443, 3478 (UDP & TCP) 5349 TCP |
Outgoing, Incoming |
54.172.60.0 - 54.172.61.255, 34.203.250.0 - 34.203.251.255, 54.244.51.0 - 54.244.51.255** |
10/8/2020 update: Please ensure that you are allowing amwell.com.
4/7/2020 update: The new IP address block for Video Conferencing is bold. allowlisting avizia.io on ports 40000-49999 is highly recommended and will eliminate the need to unblock the long list of new IP addresses.
4/6/2020 update: The new IP address block for Video Conferencing is bold.
4/3/2020 update: The new IP address block for Video Conferencing is bold.
3/27/2020 update: The new IP addresses being used for Video Conferencing are above in bold.
*Fail-over in case 40000-49999 cannot establish a connection.
**If using Amwell outside of the United States, please consult your Implementation Manager. STUN/TURN is not currently supported on the 210 Telemedicine cart.
†For the most restrictive networks. Note that you may see performance degradation in video quality. STUN/TURN is not currently supported on the 210 Telemedicine cart.
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last updated: 2020-0821 | PK