Compatibility Matrix for Cisco HCS for Contact Center 11.0(1)

 

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Go to: Cisco Hosted Collaboration Solution for Contact Center Compatibility Information (Index)

The Unified Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all Cisco Unified CCE solution component information, such as Finesse, Cisco Unified Intelligence Center (CUIC), and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for Cisco Hosted Collaboration Solution for Contact Center, release 11.0(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Hosted Collaboration Solution for Contact Center documentation. If a configuration or version is not stated, that configuration or version is not supported.

 

Contents 1 Cisco Systems Contact Center Components 2 Cisco Gateway Hardware and Software 2.1 Cisco Unified SIP Proxy 3 Endpoints 3.1 Endpoints Supported for Callers Only 4 Supported Third-Party Software 4.1 Java Runtime Environment (JRE) Requirements 4.2 Supported Browsers 4.3 Microsoft System Software Requirements 4.4 Microsoft Windows and Microsoft SQL Server Localization Support 5 Agent Desktop Supported Platforms 6 VDI Support 7 Application Virtualization 8 Automatic Speech Recognition-Text to Speech 9 Load Balancer 10 Avaya 10.1 Avaya CMS RTA Support Matrix 10.2 Avaya Communications Manager Support Matrix 10.3 Avaya ARS Support Matrix 11 CTI Support for ACD Types 12 Remote Expert Mobile 12.1 Apple iOS Device Support for REM 12.2 Android Device Support for REM 12.3 Jabber System Requirements for REM Agents 12.4 Browser Support for REM Customers

 

Cisco Systems Contact Center Components (top)

Note: Cisco HCS for Contact Center 11.0(1) shares the same media kit as Cisco Unified CCE 11.0(1), which includes some components not supported in a Cisco HCS for Contact Center deployment. 

Central Controller version 11.0(1)
Unified Communications Manager (CUCM)	Unified CCE Components			CTI OS Desktop	Finesse	Unified CVP	Unified Intelligence Center	Unified WIM Unified EIM	Remote Silent Monitor (RSM)	Unified Contact Center Domain Manager (CCDM)	Remote Expert Mobile (REM)	SocialMiner	MediaSense	Virtualized Voice Browser (VVB)
	PG	CTI Server	CTIOS Server
10.5(2) ES74	11.0(1)			11.0(1)	11.0(1)	11.0(1)	11.0(1)	11.0(1)	11.0(1)	11.0(1)	11.6(1) 11.5(1)	11.0(1)	11.0(1)	11.5(1)

Notes:

• Unified CCE Components: The PG (peripheral Gateway), CTI (Computer Telephony Integration) Server, and CTI OS server must all be at the same major version as the Central Controller.
• Unified CCE Components: During an upgrade, a Central Controller running at 11.0(1) will support PGs running at 10.0(x) and 10.5(x).
• Unified CCE Components: The PG needs to be at an equal or higher maintenance release than the CTI Server. The CTI Server needs to be at a equal or higher maintenance release than the CTI OS Server and the CAD Server. The CTI OS Server needs to be at an equal or higher maintenance release than the CAD Server.
• CTI OS Desktop: New Unified CCE 11.0(x) deployments must use Cisco Finesse. Existing deployments that are upgrading to Unified CCE 11.0 may continue to use CAD or CTI OS.
• CUIC: Cisco Unified Intelligence Center supports Unified CCE release 11.5(1) unless LiveData in play.
• CCMP: Unified Contact Center management Portal supports Unified CCE release 11.5(1) and later, except Precision Queuing Configuration. Precision Queuing Must be at the same version as Unified CCE. There is no forward compatibility.
• SocialMiner: SocialMiner must be at the same version as Unified CCE. There is no forward or backward compatibility.
• VVB: Cisco VVB is supported with the patch CVP11.0.1_ES8.exe.
• Starting with version UC 11.0(x) there is a compatibility dependency between MediaSense, Unified CM, and Finesse. See the Unified CM compatibility listed in the Cisco MediaSense Compatibilty Matrix.
• For more information on upgrade paths see the Unified CCE Contact Center Upgrade Flowcharts in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

Optional components:

• Cisco Unified E-mail and Web Interaction Manager – 11.0(1) and later maintenance releases
• Cisco Remote Silent Monitoring – 10.0(1) and later maintenance releases
• Cisco MediaSense – 10.5 and later maintenance releases
• Avaya Peripheral Gateway – 10.5(2) and later releases

 

Cisco Gateway Hardware and Software (top)

Hardware Model	Software Version	Software Feature Set	Gateway Functionality		MediaSense, Packaged CCE, and Cisco HCS Contact Center Support
			VXML Gateway Browser	Call Progress Analysis for Outbound Option for SIP Trunks (CUBE)
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
ASR 1000	IOS XE 3.10 IOS XE 3.13 IOS XE 3.16	Universal	No	Yes	Yes
	IOS XE 3.15.1S	Universal	Yes	No	No
ISR G1 18xx, 28xx, 38xx	15.0(1)M1.2 15.1(4)M7	Advanced IP Services IP Voice	Yes	No	No
ISR G2 29xx, 39xx, 39xxE	15.1(4)M7	Universal	Yes	No	No
	15.2(4)M4 15.3(3)M3 15.4(3)M2	Universal	Yes	No	Yes
	15.5(2)T1 15.5(3)M1 15.6(1)T0a 15.6(2)T	Universal	Yes	Yes	Yes
ISR G3 43xx (4321,4331,4351) ISR G3 44xx (4431,4451)	IOS XE 3.13 IOS XE 3.15.1S IOS XE 3.16 IOS XE 16.6	Universal	No	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.
• 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.
• There is an outstanding defect for IOS XE 3.15.1S. For more information, see the defect details for CSCuv91316.

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.

 

Cisco Unified SIP Proxy (top)

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

Endpoints (top)

Cisco HCS for Contact Center supports all of the endpoints that are supported by Unified CCE, provided that the endpoint supports the Built-in Bridge (BIB) and CTI-controlled features under Session Initiation Protocol (SIP) control.

For Cisco HCS for Contact Center deployments:

• All voice and video endpoints be configured as SIP endpoints.
• Skinny Call Control Protocol (SCCP) is not supported.
• The multiline phone feature is supported.
• Cisco Agent Desktop is not supported.
• Both CTI OS and Finesse are supported, unless otherwise noted.

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
6921, 6941, 6945, 6961	Yes	No	Yes	Yes	Yes	Yes	No	Yes	Yes	Yes	Yes	No
7821, 7841, 7861	Yes	No	Yes	Yes	Yes	Yes	Yes	No	Yes	Yes	Yes	Yes Audio only
7925G, 7925G-EX	Yes	No	Yes	No	No	No	No	No	N/A	No	No	No
7942G, 7945G, 7962G, 7965G, 7975G	Yes	No	Yes	Yes	Yes	Yes	No	Yes	No	Yes	Yes	No
8811, 8821, 8841, 8851, 8851NR, 8861	Yes	No	Yes	Yes	Yes	Yes	Yes	No	Yes	Yes	Yes	Yes Audio only
8845, 8865	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes Audio only
8941, 8945	Yes	Yes	Yes	Yes	Yes	Yes	No	No	No	No	Yes	No
8961	Yes	Yes	Yes	Yes	Yes	Yes	No	No	Yes	No	Yes	No
9951, 9971	Yes	Yes	Yes	Yes	Yes	Yes	No	No	Yes	No	Yes	No
C40, C60, C90 Telepresence	Yes	Yes	No	No	No	No	No	No	Yes	Yes	Yes	No
Cisco IP Communicator 8.6(4) and later	Yes	No	Yes	Yes	Yes	Yes	Yes	No	No	Yes	Yes	No
DX650, DX70, DX80 (for Android)	Yes	Yes	No	Yes	Yes	Yes	No	No	Yes	Yes	Yes	Yes Audio only
EX60, EX90	Yes	Yes	No	No	No	No	No	No	Yes	Yes	Yes	No
Jabber for Mac 9.6 and later	Yes	Yes	Voice only	Voice only	No	Yes	No	No	No	Yes	Yes	No
Jabber for VXME 9.7 and later	Yes	No	Voice only	Voice only	No	Yes	No	No	No	Yes	Yes	No
Jabber for Windows 9.7 and later	Yes	Yes	Voice-only	Voice-only	No	Yes	No	No	No	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

Notes:

• General: 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.
• General: 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.
• General: 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).
• General: 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.
• General: Call Park is not supported on ACD and non-ACD lines.
• 8811: 8811 requires cmterm-devicepack10.5.1.11012.cop.sgn or later applied to CUCM.
• 8821: Update the firmware to 11.0.3ES1.1 or higher. 8821 does not support Finesse IP Phone Agent in this release.
• 89xx and 99xx: 89xx and 99xx series phones do not support video prompt and queue.
• 89xx, 99xx, and DX phones: These phones do not support directly disabling the Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features. Instead, you must configure the Unified CM PG to use Multi-Line only. This setting applies to all phones controlled by that specific Unified PG. You cannot configure it on an phone-by-phone basis. Also, configure all phones with Set Maximum number of calls to 2 and Set Busy trigger to 1.
• Cisco IP Communicator: Cisco IP Communicator does not support CAD IP Phone or mobile agents.
• EX60 and EX90: EX60 and EX90 are only supported in Remote Expert (RE) deployments.
• Jabber: Jabber for Windows, Mac and VXME are not supported by Cisco Agent Desktop (CAD).
• Jabber: Jabber for Windows, Mac and VXME use voice only for RSM and Unified CM Silent Monitor and are not supported in Video Contact Center deployments.
• Jabber: Jabber for Windows, Mac and VXME support Whisper Announcement but not Agent Greeting.
• MRA: Phones supporting Unified Communications Manager MRA (Mobile and Remote Access) are audio only.
• Agent Greeting: 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.
• The following phone models are on end-of-life plan and have reached the end of maintenance:
  • 6921, 6941, 6945, 6961
• 7925G, 7925G-EX
• 8941, 8945
• 8961
• 9951, 9971
• DX650
• EX60, EX90
Hardware and software issues will no longer be repaired.
• See the Cisco Unified Contact Center Enterprise Design Guide for details, caveats, and features associated with each of these specific phone devices.
• 88xx phones are supported only in Enhanced Line mode.

 

Endpoints Supported for Callers Only (top)

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

Supported Third-Party Software (top)

Function	Software
Antivirus Software	McAfee Virus Scan Enterprise 8.8i Symantec Endpoint Protection 12.1.4 Trend Micro Office Scan 11.0 Trend Micro Deep Security Version 9.0 Note: Ensure that you follow the antivirus guidelines specified in the "Antivirus Guidelines" section in Security Guide for Cisco Unified ICM/Contact Center Enterprise.
Unified Intelligence Center reporting	Microsoft Excel Versions 2007 and 2010: used for exporting reports

Unless explicitly mentioned, upgrading any third-party software that is bundled along with Cisco HCS for Contact Center 11.0(1) is not supported.

Unified CCE Installer 11.0(3) installs .NET version 4.5.2 and supports .NET version 4.7. The .NET version 4.7 has to be installed manually.
Unified CCE Administration client 11.0(3) installs .NET version 4.5.2 and supports .NET version 4.7. The .NET version 4.7 has to be installed manually.

For more detailed information see Cisco Customer Contact Software Policy for Use of Third-Party Software.

Java Runtime Environment (JRE) Requirements (top)

All Microsoft Windows-based components of Cisco HCS for Contact Center 11.0(1) install with Java Runtime Environment (JRE) 7 Update 51. You can upgrade to later Java 7 updates.
Unified CCE release 11.0(3) installs 32 bit Java Runtime Environment (JRE) 8 Update 121 and supports later Java 8 updates.

Supported Browsers (top)

• Internet Explorer 11
• Internet Explorer 10
• Firefox 38 Extended Supported Release (ESR) and higher ESRs

Exceptions to the browser compatibility are:

• Unified WIM and EIM 11.0 Agent Desktop and higher does not support Firefox, and requires compatibility view in Internet Explorer.
• For Internet Explorer, Metro Mode is not supported.
• HTTP Strict Transport Security (HSTS) for Finesse is not supported with Internet Explorer.
• Unified Intelligence Center Web Application requires compatibility mode in Internet Explorer.
  

 

Microsoft System Software Requirements (top)

Microsoft System		Software Requirements
Microsoft Windows Server 2012 R2		Unified ICM/CCE is qualified to work only on a retail installation of 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 (or any later CUs or SPs) CPU: Limited to lesser of 4 sockets or 16 cores RAM: No operating system maximum Enterprise Edition is required for database larger than 500GB
	Enterprise Edition	SP1  (or any later CUs or SPs) CPU: No operating system maximum RAM: No operating system maximum Enterprise Edition is required for database larger than 500GB

Notes:

• Microsoft SQL Server is not required on PGs unless Cisco Agent Desktop is installed.
• Unified EIM and WIM 11.0(1) support Microsoft SQL Server 2012.
• Unified Intelligence Center supports Microsoft SQL Server 2008, 2012, and 2014.
• Unified Intelligence Center supports Informix 11.7 and 12.10.
• Administration Client requires Windows 7 or Windows 8.1.
• Unified CCE and Packaged CCE servers which run Microsoft Windows Server 2012 R2 are required to patch the Active Directory 2012 hotfix.

 

Microsoft Windows and Microsoft SQL Server Localization Support (top)

The following table lists supported localized versions of Microsoft Windows Server and SQL Server that you can use.

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

If there is not a corresponding localized SQL Server 2014 (listed in the Microsoft SQL Server 2014 column) for a particular language listed in the Microsoft Windows Server 2012 R2 column, use the English SQL Server 2014 with the applicable setting listed in the SQL Collation Setting column.

Cisco HCS for Contact Center supports multilingual versions of Microsoft Windows Server 2012 R2 (English Windows Server 2012 with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server 2012 R2, see the Cisco HCS for Contact Center Install and Config Guide.

Use English SQL Server 2014 on multilingual versions of the Microsoft Windows Server 2012 R2 environment. Following are two valid 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.

 

Agent Desktop Supported Platforms (top)

CTI Option	Server Platform
	Windows 7 (Pro, Enterprise, and Ultimate)	Windows 8.1	Mac OS X
Cisco Finesse	Yes	Yes	Yes
Silent Monitor Service for Unified CCE Toolkit	Yes	No	No
CTI OS Clients*	Yes	No	No
CTI OS - Custom Apps using Java CIL1	Yes	No	Yes
CTI OS - Monitor Mode Apps using Java CIL1	Yes	No	Yes

Note: * Installation is supported on Microsoft Windows Server 2012 R2 only for the application that will be published in the Citrix presentation server.

 

VDI Support (top)

Cisco Client Type	Virtual Desktop Infrastructure
Cisco Finesse	VMware View 4.6, 5.x and 6.0 Horizon View 6.0 Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, 7.x
CTI-OS Clients (All CILs)	VMware View 4.6, 5.0 Citrix XenDesktop 5.0, 5.5, 6.0, 6.5

Notes:

• Unified Communications Manager Silent Monitoring is the only type of Silent Monitoring that is supported with VDI.
• Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse (no tablets or mobile devices supported currently).
• The customer can use any VDI endpoint that supports the specific Citrix or VMware VDI solution versions supported by Cisco. The customer must ensure that bandwidth and any other deployment considerations ensure that the solution can meet the performance and timing requirements of CTI-OS.

 

Application Virtualization (top)

Cisco Client Version	Citrix/XenApp	Remote Desktop Services Platform
Cisco Finesse	XenApp 7.5	Windows Server 2012 R2
CTI-OS Clients (All CILs)	XenApp 7.5 Enterprise Edition	Windows Server 2012 R2

 

Automatic Speech Recognition-Text to Speech (top)

This section provides information on speech vendors providing Automatic Speech Recognition (ASR)/Text-to-Speech Server (TTS) that have been tested for interoperability with Unified CVP and Cisco VVB.

Category	Requirements
Nuance Software	Unified CVP and Cisco VVB 11.0(1) has been tested for interoperability with the following Nuance components: For NR10 - Nuance Recognizer 10.2.4, Voice pack for Nuance Recognizer - 10.0.0, Nuance Vocalizer 6.0.1, Voice pack for Nuance Vocalizer 6.0.1, Nuance Speech Server 6.2.4 For 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 and Cisco VVB.
Operating System	Use vendor-recommended operating system software.

 

Load Balancer (top)

The following 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 supported for upgrades only. See here for more details on ACE support.

• Unified CCE
• Unified CVP
• Unified Intelligence Center
• Finesse
• MediaSense
• SocialMiner
• Unified EIM/WIM

Third-party load balancers must meet the following 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

Note: Refer to the individual component Design Guides for specific interfaces where the load balancers can be used in your deployment.

The interoperability notes and the known caveats for most commonly used third party Load Balancers like the Big-IP F5 and the Citrix NetScalar 1000v can be referred from the following locations:

• For BIG-IP F5 refer to Using F5 BIG-IP® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.
• For Citrix NetScalar 1000v refer to Using Citrix NetScaler 1000v® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.

 

Avaya (top)

When reviewing the support details in the Avaya matrixes below, consider the following notes and special considerations related to Avaya support:

• 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 being 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.
• Avaya has stopped support of the CVLAN interface in 2012, however Unified CCE still uses this interface to communicate with Avaya products.
• MAPD is EOL from June 2008.
• Support for third-party ACD clients, SDKs, and interfaces integrated with ICM ends when the third-party ACD manufacturer ends mainstream support.
• Ten-digit Agent extension and Agent ID are supported from ICM 9.0(3) and higher that has ACM 6.2 and higher; AES 6.2 and higher; and CMS R16 with RTA 6.0 pl: 13g.

 

Avaya CMS RTA Support Matrix (top)

RTA Version	ICM 11.0
6.0(x)	Yes
6.0 Extended	No

 

Avaya Communications Manager Support Matrix (top)

ACD Version	ICM 11.0
ACM 6.3	Yes

 

Avaya ARS Support Matrix (top)

ACD Version	ICM 10.5
5.2.1	No

 

CTI Support for ACD Types (top)

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

 

Remote Expert Mobile (top)

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 (top)

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 (top)

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 (top)

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 (top)

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.