American Well Clinical Module Minimum Technical Requirements

This article provides details on the minimum requirements necessary to enable American Well Clinical Module (formerly Avizia v10) for your organization.

Quick Checks for Computers

Camera and Microphone Check (be sure to check both)

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.

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

windows_versions.png

Mac Version Check (OS X 10.5 or newer):

apple_icon.png

apple_os_version.png

 

Detailed Technical Requirements Overview

The American Well Clinical Module software 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 American Well Clinical Module software to integrate into an existing customer environment.

Specifications

  • American Well Clinical Module 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

BROWSER TYPE WEB BROWSER MOBILE BROWSER
 IE 11+  Yes  Not Applicable
 IE Edge 38.14393+
 (Anniversary edition and above)
 Yes  Not Applicable
 Chrome 60+  Yes  Limited *
 Firefox 53+  Yes  Limited *
 Safari 11+  Yes   Limited *

 

NOTE: Ensure that your browser window maintains at least 960px width. Otherwise, some features and functionality may not be available.

* The site is NOT fully responsive to mobile resolutions, so users may not have the best experience on mobile browsers. For example, the buttons may be stretched, or some UI elements may be missing. Thus, we recommend customers to download and use the mobile apps instead of a mobile browser.

If you must use a mobile browser to access the American Well platform, refer to the following minimum mobile browser requirements*:

  • JavaScript and cookies enabled
  • Microsoft Internet Explorer 11+
  • Mozilla Firefox 12+
  • Google Chrome 20+
  • Safari 11+

Mobile Device Requirements

MOBILE APP DEVICE COMPATIBILITY
 myCare by American Well   iOS 9.0+
 iPhone, iPad, iPod Touch
 Android 5.0+
 American Well Touchpoint   iOS 9.3+
 iPhone, iPad, iPod Touch
 Android 5.0+

 

 

NOTE: The American Well apps have been designed to operate on the mobile devices listed. Using mobile browsers in lieu of the apps will result in limited access and functionality.

SSO

  • American Well can enable SSO via ADFS v3

Hardware Requirements for Web-Based Solution

  • PC
    • 64-Bit Microsoft Windows 7, 8.1, 10
    • Minimum of 2 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 10.5 or newer 
    • Safari 11+ 
    • At least 2 GB of RAM installed
    • A G4 or Intel processor

Video Requirements for Web-Based Solution

American Well Clinical Module 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. Alternately, 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.

Firewall Whitelist Requirements

American Well Clinical Module applications require mandatory firewall permissions for minimum application functionality.

NOTE: We will not be changing any existing URLs from avizia.com to americanwell.com. We will not touch these to avoid impacting existing links and workflows.

  • Firewall and Domain Permissions:
    • *.avizia.io
    • *.avizia.com
  • Ports:
    • No incoming port rules need to be modified.
    • The firewall must be configured for outbound HTTP/HTTPS 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

*.avizia.com, *.avizia.io

Mandatory

DNS

UDP

53

Outgoing

 Local DNS server

Mandatory

Update Service

TCP

443

Outgoing

atom-avizia-com.s3.amazonaws.com

 

 

 

 

Mandatory (select one)

 

Preferred - Media (RTP/RTCP)

Use for best performance and quality

UDP & TCP

40000-49999

Outgoing 

18.204.64.0-31
18.207.64.121
34.197.115.173
34.197.150.170
34.227.122.4
52.45.34.112
52.45.39.156

Media (STUN/TURN)*

Reduces number of ports required, however, increases connection time

UDP & TCP

443, 3478 (UDP & TCP) 5349 TCP

Outgoing

54.172.60.0 - 54.172.61.255, 34.203.250.0 - 34.203.251.255,  54.244.51.0 - 54.244.51.255**

Media (STUN/TURN)†

Reduces number of ports required, however, increases connection time and may reduce video quality

TCP

443

Outgoing

54.172.60.0 - 54.172.61.255, 34.203.250.0 - 34.203.251.255,  54.244.51.0 - 54.244.51.255**

*Fail-over in case 40000-49999 cannot establish connection.

**If using American Well 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 a performance degradation in video quality. STUN/TURN is not currently supported on the 210 Telemedicine cart.

______

last updated: 2018-0918 / PK 

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