Unified CCE Solution Compatibility Matrix for 11.5(x)

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This compatibility matrix specifies all supported configurations and versions for Cisco Unified Contact Center Enterprise 11.5(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Unified Contact Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported.

Contents

Cisco Unified CCE 11.5(1) Solution

Central Controller version 11.5(1)
Unified
Communications
Manager
(CUCM)
Unified
Customer
Voice
Portal
(CVP)
Unified CCE
Components1,2,3
Virtualized
Voice
Browser
(VVB)
Finesse4 Unified
Intelligence
Center
(CUIC)
MediaSense Remote
Expert
Mobile
(REM)
SocialMiner5 Enterprise
Chat and
Email
(ECE)6
Remote
Silent
Monitor
(RSM)
Unified
Contact
Center
Management
Portal
(CCMP)
Unified
IP Interactive
Voice
Response
(IP IVR)
Identity Server (IdS)
PG CTI
Server

11.5(1)

11.0(1a)

10.5(2)

11.5(1)

11.5(1)

11.5(1)

11.5(1)

11.5(1)

11.5(1)

11.5(1)

11.5(1)

11.5(1)

11.0(1)

11.5(1)

11.5(1)

11.5(1)


1The PG (Peripheral Gateway) and CTI (Computer Telephony Integration) server must be at the same major version as the Central Controller.

2During an upgrade, a Central Controller running at 11.5(1) supports Peripheral Gateways running at 11.0(x) and 10.5(x).

3The Peripheral Gateway must be at an equal or higher maintenance release than the CTI server.

4New Unified CCE 11.5(1) deployments must use Cisco Finesse. Existing deployments that are upgrading to Unified CCE 11.5(1) must upgrade to Finesse. From Unified CCE 11.5(1) going forward, CAD and CTI OS are no longer supported.

5SocialMiner must be at the same version as the Peripheral Gateway. There is no forward or backward compatibility.

6Enterprise Chat and Email (ECE) is supported. Cisco Email Interaction Manager and Web Interaction Manager are no longer supported. To install ECE, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

Additional Notes:

Cisco Gateway Hardware and Software

Hardware Model Software Version Software Feature Set Gateway Functionality MediaSense Packaged CCE
Cisco HCS
Contact Center
Support
VXML Gateway
Browser
Call Progress
Analysis for
Outbound Option
for SIP Trunks
(CUBE)

AS5350XM

AS5400XM

AS5350XM with
AS5X-FC High Density Voice Cards

AS5400XM with
AS5X-FC High Density Voice Cards

15.0(1)M1.2
15.1(4)M7
IPPLUS IP
Enterprise Plus
IPSec 3DES
Yes No No No
ASR 1000 IOS XE 3.10
IOS XE 3.13
Universal No No Yes Yes
IOS XE 3.16 Universal No Yes Yes Yes
IOS XE 16.3.3 Universal No Yes
Yes Yes
CSR 1000v IOS XE 16.3.3 Universal No Yes
No
Yes
ISR G2 29xx, 39xx 15.1(4)M7 Universal Yes No No No
15.2(4)M4
15.3(3)M3
15.4(3)M2
Universal Yes No Yes Yes
15.5(2)T1
15.5(3)M1
Universal Yes Yes Yes Yes
15.6(1)T0a
15.6(2)T
Universal Yes Yes Yes Yes
ISR G2 39xxE 15.1(4)M7 Universal Yes No No No
15.2(4)M4
15.3(3)M3
15.4(3)M2
Universal Yes No Yes Yes
15.5(2)T1
15.5(3)M1
Universal Yes Yes Yes Yes
15.6(1)T0a
15.6(2)T
Universal Yes Yes Yes Yes
ISR G3 43xx (4321,4331,4351)
ISR G3 44xx (4431,4451)
IOS XE 3.13 Universal No Yes Yes Yes
IOS XE 3.16 Universal No Yes Yes Yes
IOS XE 16.3.3 Universal No Yes
Yes Yes

Additional Notes:

  • All Gateways in the above table support inbound contact center calls and Call Progress Analysis (CPA) for Outbound Option with TDM Trunks.
  • For Video Contact Center, IOS 15.3(3)M3 or later version in the same train is required.
  • For IPv6-enabled deployments, the supported IOS versions for NAT64 translations are 15.4(2)T3 and later releases.
  • Multi-VRF requires IOS XE 16.3.3 to support Hosted Collaboration Solution for Contact Center.

IOS Versioning Key, using 15.1(4)M3 and 15.1(4)T1 as examples:

  • 15.1 is the version number.
  • (4) is the release number.
  • M3 and T1 are the train release numbers. M is the mainline train and T is the technology train.
  • An increment in the release number after M or T refers to additional bug fixes.

Unified CVP supports the listed IOS release trains and their later M or T trains respectively. For example, gateways supporting 15.1(4)M3 will also support 15.1(4)M4 and 15.1(4)M7, but not 15.1(4)M1 and 15.1(4)M2.

  • Unified CVP supports SHA-256.

Cisco Unified SIP Proxy

Supported Versions: Cisco Unified SIP Proxy 8.5(x), 9.0(x), 9.1(x) and later versions.

Endpoints for Agents and Callers

Endpoint Voice &
Finesse Desktop
Video RSM
(UCCE Only)
Unified CM
Silent
Monitor
Agent
Greeting
Whisper
Announcement
Finesse IP
Phone Agent
IPv6 SCCP
(UCCE Only)
IPv6 SIP Video
Prompt/Queue
when used as
Caller Endpoint
Packaged CCE
Cisco HCS
Contact Center
Support
MRA

C40, C60, C90
Telepresence

Yes Yes No No No No No No Yes Yes Yes No

MX300 G2, MX700, MX800
Telepresence

Yes Yes No No No No No No Yes Yes Yes No

SX10, SX20, SX80
Telepresence

Yes Yes No No No No No No Yes Yes Yes No

EX60, EX90

Yes Yes No No No No No No Yes Yes Yes No

DX650, DX70, DX80 (for Android)

Yes Yes No Yes Yes Yes No No Yes Yes Yes Yes
Audio only

9951, 9971(1)

Yes Yes Yes Yes Yes Yes No No Yes No Yes No
8961(1) Yes Yes Yes Yes Yes Yes No No Yes No Yes No

8941, 8945(1)

Yes Yes Yes Yes Yes Yes No No No No Yes No
8845, 8865 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Audio only
8841, 8851, 8851NR, 8861 Yes No Yes Yes Yes Yes Yes No Yes Yes Yes Yes
Audio only
8811(2) Yes No Yes Yes Yes Yes Yes No Yes Yes Yes Yes
Audio only

7942G, 7945G, 7962G, 7965G, 7975G

Yes No Yes Yes Yes Yes No Yes No Yes Yes No

7925G, 7925G-EX

Yes No Yes No No No No No N/A Yes No No

7821, 7841, 7861

Yes No Yes Yes Yes Yes Yes No Yes Yes Yes Yes
Audio only

6921, 6941, 6945, 6961

Yes No Yes Yes Yes Yes No Yes Yes Yes Yes No
Cisco IP Communicator(3)
8.6(4)
Yes No Yes Yes Yes Yes Yes No No Yes Yes No
Jabber for Windows
11.6 and later
Yes Yes Voice-only(4) Voice-only(4) No Yes No No No Yes Yes No
Jabber for Mac
11.6 and later
Yes Yes Voice only(4) Voice only(4) No Yes No No No Yes Yes No
Jabber for VXME
11.6 and later
Yes No Voice only(4) Voice only(4) No Yes No No No Yes Yes No

1If your Finesse agents use 89xx or 99xx series phones, you must enable Multi-Line on the Unified Communications Manager for all agents on the peripheral. Configure all phones with these settings:

  • Set Maximum number of calls to 2.
  • Set Busy trigger to 1.

28811 requires cmterm-devicepack10.5.1.11012.cop.sgn or later applied to CUCM.
3Mobile Agents are not supported with Cisco IP Communicator.
4Not supported in Video Contact Center deployments.

Additional Notes:

These notes pertain to supported IP phones:

  • Only the Cisco IP Phones listed in the above table are supported as contact center agent phones. As an alternative, you can deploy the Mobile Agent solution to enable the contact center to use any phone as an agent phone.
  • The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features are not supported and must be disabled on phones that come packaged with these features.
  • For any phone that allows Single Line Mode, you can use Shared Line on a non-ACD line. You must have your PG in Single Line Mode (set the Agent Phone Line Control setting to Single Line).
  • Other than call initiation, all other call control on the non-ACD extensions is supported from multiline capable desktops. Calls initiated from the hard phone can be controlled after initial call setup.
  • Call Park is not supported on ACD and non-ACD lines.
  • Agent Greeting requires:
    • The phones have the BIB feature.
    • The phones must be running the latest firmware version delivered with Unified Communications Manager.
    • The phones must be configured as BIB enabled in Unified Communications Manager.


See the Cisco Unified Contact Center Enterprise Design Guide for details, caveats, and features associated with each of these specific phone devices.

Endpoints Supported for Callers Only

Callers outside of the enterprise's network can use the following endpoints as part of Video Contact Center with Jabber Guest:

  • Jabber for iOS
  • Jabber for Android
  • Jabber Guest apps
  • Jabber Guest browser client on a multimedia-capable computer with a camera and microphone for video calls

Jabber Guest browser client requirements are described in the Cisco Jabber Guest Server Installation and Configuration Guide.

Video Contact Center Components

The Video Contact Center requires these components:

Cisco Software/Component Version Notes
MediaSense 11.5(1) and later maintenance releases
Telepresence MCU 5310 or 5320
Jabber Guest Server 10.6.6.53 Required only for Video Contact Center with Jabber Guest deployments.
Expressway Edge and Core 8.7.1-rc-2 Required only for Video Contact Center with Jabber Guest deployments.

Cisco Unified Communications Manager Mobile and Remote Access

Review the following about Unified Communications Mobile and Remote Access (MRA):

  • The connection from the Finesse client back to the Finesse server is over VPN, not over the MRA connection.
  • Extension Mobility is not supported on DX series phone over MRA.
  • BIB-based features (Agent Greeting, Silent Monitoring and Recording) are not supported with MRA.
  • Jabber is not supported with MRA.
  • Contact Center video deployments are not supported with MRA.
  • In Contact Center Enterprise solutions, the 78xx and 88xx phones (audio only) support MRA.

SSO Identity Providers

Unified CCE supports Microsoft AD FS (Active Directory Federation Services) 2.0, 2.1, or 3.0 in Windows Server 2012 R2 as its identify provider for single sign-on (SSO).

AD FS 3.0 in Windows Server 2012 R2 is the minimum supported version for the Unified Contact Center Management Portal.

Supported Third-Party Software

Function Software
Remote Administration For Remote Desktop usage information, see the "Remote Administration” section in Security Guide for Cisco Unified ICM/Contact Center Enterprise.
Antivirus Software
  • McAfee Virus Scan Enterprise 8.8i
  • Symantec Endpoint Protection 12.1 RU6 and above minor versions
  • Trend Micro Office Scan 10.6
Unified Intelligence Center reporting Microsoft Excel Versions 2007 and 2010: used for exporting reports.
Virtualization For more information about virtualization for all UCCE components, go to Unified Communications in a Virtualized Environment wiki page.

Notes:

  • Windows Server 2012 R2, which is supported from UCCE 11.0(1) onward, comes with pre-installed .NET version 4.5.1. UCCE Administration client installs .NET version 4.0 on Windows 7 and .NET version 4.5.1 on Windows 8.1 system. UCCE 11.5(x) supports .NET version 4.5.2 because .NET 4.5.1 is no longer supported by Microsoft.
  • Do not upgrade Apache Tomcat on UCCE servers.

Microsoft .Net Framework

Unified CCE Release 11.5(1) upgrades .NET Framework to Version 4.5.2.

Java Runtime Environment

The Java Runtime Environment (JRE) version is updated from 1.7 (32 bit) to 1.8 (32 bit) Update 66.

For Unified CVP Release 11.5(1), the JRE version is updated from 1.7 (32 bit) to 1.7 (64 bit).

You can apply newer Java security updates as described in the Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1).

Supported Browsers

When registering components with Context Service in Unified CCE Administration, Finesse Administration Console, and Unified CVP Operations Console, use a supported version of Internet Explorer, Chrome or Firefox.

  • Internet Explorer 11
  • Chrome 48 and later
  • Firefox 45 Extended Supported Release (ESR) and later ESRs

Browser Compatibility Exceptions

  • Internet Explorer Metro Mode and Compatibility View are not supported.
  • CCE Administration Client (AW) Setup tool does not support Firefox and Chrome.
  • Finesse does not support HTTP Strict Transport with Internet Explorer.
  • Cisco Virtualized Voice Browser (VVB) supports IE 11 in compatibility mode.

Microsoft System Software Requirements

Microsoft System Software Requirements
Microsoft Windows Server 2012 R2 Unified ICM/CCE is qualified to only work on a retail installation of the Microsoft Windows Server 2012 R2, Standard edition. Cisco does not support Unified ICM/CCE on a customized Windows image (for example, a corporate image). If you use a customized image of the Windows operating system, the Unified ICM/CCE application can fail.
Microsoft Windows Active Directory Cisco Unified CCE and Unified ICM is qualified on Microsoft Windows Active Directory on Windows Server 2003, 2008, and 2012.
Microsoft SQL Server 2014 Standard Edition
  • SP1, Cumulative Update 5 or later is required.
  • CPU: Limited to lesser of 4 sockets or 16 cores
  • RAM: No operating system maximum
  • Enterprise Edition is required for databases larger than 750GB
Enterprise Edition
  • SP1, Cumulative Update 5 or later is required.
  • CPU: No operating system maximum
  • RAM: No operating system maximum

Notes:

  • Administration Client requires Windows 7 (Professional, Enterprise and Ultimate), Windows 8.1 (Professional and Enterprise), Windows 10, or Windows Server 2012 R2.
  • Internet Script Editor (ISE) requires Windows 7 (Professional, Enterprise and Ultimate), Windows 8.1 (Professional and Enterprise), or Windows 10 (Professional, Enterprise, and Enterprise LTSB).
  • Microsoft Edge browser is not supported.
  • Unified CCE and Packaged CCE running on Microsoft Windows Server 2012 R2 require a patch: Active Directory 2012 hotfix.

Microsoft Windows and Microsoft SQL Server Localization Support

These are the supported localized versions of Microsoft Windows Server and SQL Server to use with the Cisco Unified ICM and Unified Contact Center Enterprise components.

Microsoft Windows Server 2012 R2 Microsoft SQL Server 2014 SQL Collation Setting
Danish
Latin1_General
Dutch
Finnish
French French
German German
Italian Italian
Norwegian
Portuguese (Brazil) Portuguese (Brazil)
Spanish Spanish
Swedish
Chinese (simplified) Chinese (simplified) Chinese_PRC
Chinese (traditional) Chinese (traditional) Chinese_Taiwan_Stroke
Japanese Japanese Japanese
Korean Korean Korean_Wansung
Polish
Polish
Russian
Cyrillic_General
Turkish
Turkish

Notes:

  • In the above table, if a corresponding localized SQL Server 2014 in the Microsoft SQL Server 2014 column for a particular language in the Microsoft Windows Server 2012 R2 column is not shown, use the English SQL Server 2014 with the applicable setting in the SQL Collation Setting column.
  • Use English SQL Server 2014 on multilingual versions of the Microsoft Windows Server 2012 R2 environment. These are examples of supported multilingual environments:
    • English Windows Server 2012 with Japanese Windows language pack installed, and English SQL Server 2014 with Japanese SQL Collation Setting.
    • English Windows Server 2012 with Russian Windows language pack installed, and English SQL Server 2014 with Cyrillic_General SQL Collation Setting.

Transport Layer Security

For UCCE 11.5, these solutions and components support Transport Layer Security (TLS) for HTTPS communication with their web clients.

Cisco Solution & Component TLS 1.0
TLS 1.1
TLS 1.2
Enterprise Chat and Email (ECE) Yes Yes
Finesse No Yes
Identity Server (IdS) No Yes
Live Data Yes Yes
MediaSense Yes Yes
Packaged CCE Yes Yes
SocialMiner Yes Yes
Unified CCE Yes Yes
Unified Contact Center Management
Portal (CCMP)
Yes Yes
Unified Customer Voice Portal (CVP) Yes Yes
Unified Intelligence Center (CUIC) Yes Yes
Virtualized Voice Browser (VVB) No Yes

Agent Desktop Supported Platforms

CTI Option Platform
Windows 7
(Pro, Enterprise and Ultimate)
Windows 10

Mac OS X

(10.10 and 10.11)

Cisco Finesse
Yes
Yes
Yes

Unified CCE Parent / Child Compatibility

Release Parent PG 10.5(x) Parent PG 11.0(x) Parent PG 11.5(x)
Child PG 10.5(x) Yes Yes Yes
Child PG 11.0(x) Yes Yes Yes
Child PG 11.5(x) Yes Yes Yes

VDI Support

Cisco Client Type Virtual Desktop Infrastructure
Finesse
VMware View 4.6, 5.x and 6.0

Horizon View 6.0, 7.0

Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, and 7.x

Notes:

  • Unified Communications Manager Silent Monitoring is the only silent monitoring type supported with VDI.
  • Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse. Tablets and mobile devices are not currently supported.
  • You can use any VDI endpoint that supports the specific Citrix or VMware VDI solution versions supported by Cisco. Verify that the bandwidth and deployment considerations of the solution meet the performance and timing requirements of CTI OS.
  • Cisco Unified Contact Center Enterprise Administration is not supported on virtual desktops.
  • Cisco Unified Intelligence Center (CUIC) is not validated on virtual desktops and is not currently supported, however if specific CUIC issues occur on virtual desktops and are reproducible in supported browsers (IE, Chrome, and Firefox), those issues will be addressed.

Application Virtualization

Cisco Client Version Citrix/XenApp Remote Desktop Services Platform
Finesse XenApp 7.x No


ICM-to-ICM Gateway Compatibility

ICM Client ICM Server
11.5 11.0
11.5 10.5
11.0 11.5
10.5 11.5

Automatic Speech Recognition - Text to Speech

Category Requirements
Nuance Software

Unified CVP was tested for interoperability with the following Nuance components:

Nuance recognizer 10.5 (NR10.5):

  • Nuance Recognizer 10.5
  • Nuance Vocalizer 6.2

Nuance Recognizer 10 (NR10):

  • Voice Pack for Vocalizer 6.0.3
  • Voice Pack for Recognizer 10.2.0
  • Nuance Recognizer 10.2.7.2016030212 x86_64 - Package revision 16062
  • Nuance Speech Server 6.2.8 - Package revision 15189
  • Vocalizer for Enterprise 6.0.5.2015041409
  • Vocalizer for Enterprise Build ID 6.0.5.15104

Nuance Recognizer 9 (NR9):

  • Nuance Vocalizer 5.0.7
  • Nuance Recognizer 9.0.17
  • Nuance Speech Server 5.1.9

Note: Contact Nuance support for compatibility of later dot releases of Nuance components with Unified CVP.

Operating System

Use vendor-recommended operating system software.

Load Balancers

These Cisco components support third-party load balancers in redirect mode and Cisco Application Control Engine (ACE) 4710 Appliance Series with Software version A4(2.0). Cisco ACE is for upgrades only, as explained in Cisco ACE 4710 Application Control Engine.

  • Unified CCE
  • Unified CVP
  • Unified Intelligence Center
  • Finesse
  • MediaSense
  • SocialMiner
  • Enterprise Chat and Email

Third-party load balancers must meet these requirements:

  • Both SSL offloading and SSL pass through must be supported
  • Load Balancer High Availability
  • Session stickiness should not be mandatory
  • Persistence - cookie-insert
  • Distribution algorithm - Round-robin

See these documents for the interoperability notes and any known caveats of F5 Big-IP and Citrix NetScalar 1000v:

Note: For specific interfaces where you can use load balancers in your deployment, see the Cisco Design Guide for the UCCE component.

Cisco PGW Softswitch Support

Category Requirements

Supported Hardware

Hardware that supports PGW 9.8(1). See Cisco PGW 2200 Softswitch Hardware Installation Guide

Supported Software

PGW 9.8(1) S9P9. See Cisco PGW 2200 Softswitch Release Notes

Restrictions PGW 2200 Softswitch Release 9.8(1) is qualified to be used with CVP using the SIP protocol.
Media Gateway used with Cisco PGW 2200 Softswitch
Hardware Options AS5350XM, AS5400XM
Software Options AS5350XM and AS5400XM - 15.1(1)T or later T releases

Third-Party ACD

Aspect Call Center with CMI

Switch Version CMI (Contact Server) ICM 11.5 Notes
v9.3 CMI v6.4 Yes CMI v6.4 is supported only on Win2k8.

Avaya

Review the following Avaya support considerations:

  • Avaya name changes: Avaya changed names from DEFINITY to MultiVantage to Avaya Communications Manager (ACM) to Avaya Aura Communications Manager.
  • RTA 5.0.5 and RTA 6.0 enhanced functionality (60 skills per agent and 2000 skill groups per system) are not supported by ICM.
  • ICM does not support more than 12000 active associations on a single system.
  • All CMS versions are supported as long as a supported RTA is used.
  • Cisco supports the Avaya S8300, S8400, S85XX, S87XX, and S88XX Servers in support of ACM.
  • Cisco supports the general use of Avaya IP Phones.
  • Although Avaya stopped supporting the CVLAN interface in 2012, UCCE still uses this interface to communicate with Avaya products.
  • MAPD is not supported.
  • Support for third-party ACD clients, SDKs, and interfaces integrated with ICM stops when the third-party ACD manufacturer ends mainstream support.
  • Ten-digit Agent extension and Agent ID are supported from ICM 9.0(3) and later that have ACM 6.2 and later; AES 6.2 and later; and CMS R16 with RTA 6.0 pl: 13g.

Avaya CMS RTA Support Matrix

RTA Version ICM 11.5
6.0(x) Yes
6.0 Extended No

Avaya Communications Manager Support Matrix

ACD Version ICM 11.5
ACM 6.3 Yes

AES Server and CVLAN/TSAPI Client Support Matrix

AES Server CVLAN Client Supported TSAPI Client Supported ICM 11.5
6.3.3 6.11 7.0 Yes

1Since Avaya no longer supports CVLAN, you must migrate to the TSAPI client.

Avaya/Nortel

These apply to the support of Avaya/Nortel's ACD switch types.

  • Cisco only supports certain Succession platforms with Symposium. See the following chart for details.
  • Cisco does not support more than one PG pair connected to a single Symposium server.
  • You must request the SCCS Toolkit from Cisco. To do so, send an email with this information to icm-nortelpg-sdk@cisco.com:
    • Customer name
    • Maintenance contract number
    • ICM version
    • PG version
    • Number of PGs

Avaya Aura Contact Center

AACC Version ICM 11.5
6.0 Yes
6.4  Yes

Note: The Automated Administrator for Symposium (AAS) feature is not supported with AACC 6.4.

Nortel SDK

ACD Version1 ICM 11.5 Notes
Nortel SDK 5.0 (with SCCS 5.0 and NCCM 6.0) No As of September 2008, Nortel does not provide support for SCCS 5.0.
Nortel SDK 6.0 (with NCCM 6.0, NCCM 7.0 and AACC 6.0) Yes For HDX 6, you must install RTD 6 on the PG.

Note: SDKs are not integrated with ICM.

1Cisco does not support any major ACD version not shown in this matrix.

Note: Nortel Contact Center Manager (NCCM), earlier known as Symposium (SCCS), was renamed to Avaya Aura Contact Center (AACC).

CTI Support for ACD Types

ACD Vendor ACD Model CTI Server Protocol Support CTI OS Support
Aspect Contact Server Yes Yes
Avaya Avaya Communication Manager driven by Avaya S8300, S8400, S85xx, S87xx, and S88xx Servers Yes Yes
Cisco IPCC1 Yes Yes
Avaya AACC Yes Yes

1CTI OS Agent Desktop is supported with Unified CCE system PG only.

Remote Expert Mobile

For more information on Cisco Remote Expert Mobile, see the Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile.

Apple iOS Device Support for REM

Apple iOS 7 and iOS 8 Devices Models
iPad iPad Air, iPad Air 2, iPad 2, iPad 3rd Generation, iPad 4th Generation
iPad Mini iPad Mini, iPad Mini with Retina Display, iPad Mini 3
iPhone iPhone 4S, iPhone 5, iPhone 5C, iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 7, iPhone 7 Plus
iPod Touch iPod Touch 5th Generation


Android Device Support for REM

Android Vendors Models
Samsung Galaxy S4, S4 Mini, S5, S5 Mini, S6, S7
Galaxy Note III (or newer)
Galaxy Tab S, Tab 4 (8.4" and 10.1")
Google Nexus 5, 6, 7, 9, and 10
LG G2, Optimus G3
Motorola Moto G
HTC One M7, M8, One Max
HP Slate 7, 8, and 10

Additional Notes:

  • Devices must be running Android version 4.1.2 or later (Jellybean, KitKat, Lollipop, Marshmallow, Nougat).
  • Not all devices have been tested, but the above are known to work.


Jabber System Requirements for REM Agents

System Requirement Jabber for Windows and Finesse Agent Desktop Jabber for Mac and Finesse Agent Desktop
Operating System
  • Microsoft Windows 7 SP1 or later: 32 and 64 bit
  • Microsoft Windows 8.x: 32 and 64 bit
  • Windows 10: 32-bit and 64-bit
  • Apple OS X Mountain Lion 10.8.1 or later
  • Apple OS X Mavericks 10.9 or later
  • Apple OS X Yosemite 10.10 or later
Installed RAM

4 GB

4GB

Free physical memory 2 GB 2 GB
Free disk space 1 GB 1 GB
CPU speed and type 4th Generation Intel Core i3 or later 1.6-GHz dual-core Intel Core i5 or later on the following hardware:
  • Mac Pro
  • MacBook Pro (including Retina Display models)
  • MacBook
  • MacBook Air
  • iMac
  • Mac mini
GPU DirectX 11 on Microsoft Windows 7 N/A
I/O ports USB 2.0 for USB camera and audio devices USB 2.0 for USB camera and audio devices
Screen resolution For Finesse clients, the minimum supported screen resolution is 1024x768. For Finesse clients, the minimum supported screen resolution is 1024x768.


Browser Support for REM Customers

Browser Supported Version Verified Against Plug-in Required Platform / Operating System
Google Chrome 33+ 47 No
  • Windows
  • OSX
  • Linux
  • Chromebook
Mozilla Firefox 28+ 40-43 No
  • Windows
  • OSX
  • Linux
Microsoft Internet Explorer 11 11 Yes Windows
Apple Safari 8+ 8.3 Yes OSX
Microsoft Edge 12+ 12 No Windows 10 Co-browsing only—no Voice & Video
Opera 28+ N/A No
  • Windows
  • OSX
  • Linux

Note: Mobile browsers are not supported.


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