Compatibility and integration matrix

Application compatibility reference

The On-Premise Callback compatibility and integration Matrix details the integrations, components, and versions for the lab and field environments where On-Premise Callback software has been successfully tested.

Use this information to determine whether the On-Premise Callback software will work in your current environment, or to design an environment that can support a Callback software installation.

Telephony platforms

Avaya Aura

  • Product name — Avaya Aura (incl. Elite)

  • Min version — CM 5.2.1

  • Max version — CM 10.1 (TSAPI)

Min/Max versionMin/Max AES versionCTI interfaceTIAL moduleMin Callback versionMax Callback versionIVR interface Treatment types
CM 4.0 to 6.1 4.2 to 6.1CVLAN, DLGTIAL Avaya6.0+7.6TDM1, 2, 11, 20
CM 5.2.1 to 6.35.2.2 to 6.3TSAPI TIAL Avaya TSAPI7.2+, 7.4+8.8.3 AVP, AEP VIS, Outbound IVR, SIP, OCC, H323, IVG (2.1.0, 3.0.0)1, 2, 11, 12, 14, 20
CM 6.1 to 6.36.1.1 to 6.3 CVLANTIAL Avaya7.6 8.4.3AVP, AEP, IVG (2.1.0, 3.0.0), OCC, VIS1, 2, 11, 20
CM 6.3 to 7.06.3 to 7.0.1TSAPITIAL Avaya TSAPI8.6.08.11.3AVP*, AEP, IVG, OCC, VIS, SIP, H32311, 12, 14, 20
CM 7.17.1 TSAPITIAL Avaya TSAPI8.8.08.11.3AEP, IVG, OCC, VIS, SIP, H32311, 12, 14, 20
CM 8.0 8.0.0 TSAPITIAL Avaya TSAPI8.11.39.4.0AEP, VIS, Outbound IVR, IVG, OCC, SIP11, 12, 14, 20
CM 10.110.01 TSAPITIAL Avaya TSAPI9.5.0Latest 9.x versionAEP, VIS, Outbound IVR, IVG, OCC, SIP11, 12, 14, 20

*AVP is not supported with Callback version 8.6.0 or later.

Aura Contact Center

  • Product name — Avaya Aura Contact Center

  • Min version — CS1K 7.6

  • Max version — CS1K 7.6

Min versionMax versionCTI interfaceTIAL moduleMin Callback versionMax Callback versionIVR interfaceTreatment types
CS1K* 7.6 CS1K* 7.6AACC 6.4CCT Connector8.0.6Latest 9.x versionAEP, VIS, Outbound IVR20

*Communication Server 1000

TIAL Avaya TSAPI Private Data

In TIAL Avaya TSAPI integrations, Private Data is used in CSTA requests and responses to enhance TSAPI capabilities. The following table lists the Private Data versions compatible with Callback.

Private Data VersionMin Callback versionMax Callback version
2 to 88.0.08.13.0
2 to 138.13.0Latest 9.x version

UCCE

  • Product name — UCCE

  • Min version — 4.0

  • Max version — 12.6

  • TIAL module — TIAL ICM

Min/Max versionRouting interfaceACDCTI interfaceCallback versionIVR protocolIVR interfaceTreatment types
4.0 to 9.0 (3)ICM App GW (GED-145)UCM

UCM PG (GED-188)

7.4 - 8.0.7

SIP, H.323

VIS

0, 1, 14, 20
9.0 to 10.5ICM App GW (GED-145)UCM

UCM PG (GED-188)

8.0.8 - 8.7.4

SIP

VIS

0, 1, 14, 20
10.5ICM App GW (GED-145)UCM

F UCM PG (GED-188)

8.8.0 - 8.11.1

SIP

VIS

0, 1, 14, 20
11.5ICM App GW (GED-145)UCM

UCM PG (GED-188)

8.8.0 - 8.10.1

SIP

VIS

0, 1, 14, 20
11.6 to 12.0ICM App GW (GED-145)UCM

UCM PG (GED-188)

8.10.2 - 9.1.1

SIP

VIS

0, 1, 14, 20
12.5ICM App GW (GED-145)UCM

UCM PG (GED-188)

9.2.0 and higher

SIP

VIS

0, 1, 14, 20
12.6ICM App GW (GED-145)UCM

UCM PG (GED-188)

8.8 (field validated)

SIP

VIS

0, 1, 14, 20
Note: Cisco UCCE 12 currently includes a bug with ACD Queuing, which will bring down the Peripheral Gateway process on the Cisco side when a CSTA_QUEUED event is sent from Avaya (TSAPI/CVLAN). See bug #CSCvt06136 in the Cisco Bug Search tool (requires a Cisco account) for more information.

UCCX

  • Product name — UCCX

  • Min version — 8.0

  • Max version — 12.0

Important: Mindful phased out support for the UCCX integration on Sept. 1, 2022. Mindful offers Cisco UCCE/UCCX integration with the Mindful platform. If you require UCCX integration after Sept. 1, 2022, we recommend contacting your account representative and discussing the cloud option. Mindful will not provide support for UCCX 12.5.1 integrations.
Min/Max versionRouting interfaceACDCTI interfaceMin/Max Callback versionIVR protocolIVR interfaceTreatment types
8.0 to 9.0 (2)PTK with Custom JarsUCMUCCX Scripts7.5 to 8.0.7SIPVIS, Built-in UCCX VXML Browser, OCC for Outbound20
9.0 to 10.6PTK with Custom JarsUCMUCCX Scripts8.0.8 to 8.6.0SIPVIS, Built-in UCCX VXML Browser, OCC for Outbound20
10.6 (1) to 11.5PTK with Custom JarsUCMUCCX Scripts8.6.1 to 8.12.1SIPVIS, Built-in UCCX VXML Browser, OCC for Outbound20
11.6 to 12.0PTK with Custom JarsUCMUCCX Scripts8.12.2 to 9.1.1SIPVIS, Built-in UCCX VXML Browser, OCC for Outbound20
Note: No TIAL modules are supported for UCCX integrations.

Genesys with Avaya ACD

  • ACD — Avaya

  • Min version — CM 5.2.1

  • Max version — CM 8.1

CTI interfaceRouting interfaceCallback versionIVR interfaceVXML browserIVR protocolTreatment types
T-Server for Avaya (DLG or TSAPI)Avaya7.4 or laterVIS with OB IVRAVP 5.x, AEP 6.x, GVP 7.2, 7.4, 7.6

For VIS with AVP: H323, SIP

For VIS with GVP: SIP

1,2,11,12,13,20

T-Server for Avaya (DLG or TSAPI)ORS7.6.4 or laterVIS with OB IVR GVP

SIP

1,2,11,12,13,20

T-Server for Avaya (DLG or TSAPI)URS7.6 or later with VISVIS with OB IVR GVP

SIP

1,2,11,12,13,20

T-Server for Avaya (TSAPI)URS8.0.8 - 8.5.2 with AEP 7.0.1 / 8.6.0 or later with AEP 7.0.2VIS with OB IVR

For Callback 8.0.8 - 8.5.2: AEP 7.0.1

For 8.6.0+: AEP 7.0.2

SIP11, 20

Genesys with Genesys SIP ACD

  • ACD — Genesys SIP

  • Min version — 8.0

  • Max version — 8.1.5

  • IVR protocol — SIP

Routing interfaceCTI interfaceMin Callback versionMax Callback versionIVR interfaceMin/Max VXML browser versionTreatment types
URS 7.5, 7.6SIP TServer7.4

For GVP 7.6: Contact Mindful for details

For GVP 8.0.3: 7.6

For GVP 7.6: GVP Callflow with OB IVR 4.x

For GVP 8.0.3: GVP Callflow with OB IVR

GVP 7.6 / GVP 8.0.3 to 8.1.41,2,5,20
URS 7.6,8.0,8.1SIP T-Server7.6Contact Mindful for detailsVIS with OB IVRGVP 8.1.4, 8.1.5, 8.5 (Contact Mindful for max version)1,2,20
ORS 8.0SIP T-Server7.6.4Contact Mindful for detailsVIS with OB IVRGVP 8.1.4, 8.1.5, 8.5 (Contact Mindful for max version)1,2,20
URS 8.1IVR Server/IVR T-Server8.3Contact Mindful for detailsVIS with OB IVRGVP 8.1.5 (GVP MCP NGI browser only) (Contact Mindful for max version)1,2,20

On-Premise Callback voice experience

GVP

Min GVP versionMax GVP versionMin GVP callflow versionMax GVP callflow versionMin Callback versionMax Callback versionOB interface
7.57.62.1.103.0.16.66.7.1OBN, TMakePredictiveCall
7.57.63.0.73.2.06.7.26.7.2OBN, TMakePredictiveCall
7.57.63.2.04.1.06.86.8OBN, TMakePredictiveCall
7.57.64.0.04.2.07.17.1OBN, TMakePredictiveCall
7.67.64.0.04.2.07.27.6OBN, TMakePredictiveCall
8.1.38.54.0.04.2.06.88.9SSG, TMakePredictiveCall
8.59.04.2.04.2.08.10Latest 9.x versionSSG, TMakePredictiveCall

IVG

IVG versionMin VIS versionMax VIS versionMin Callback versionMax Callback versionOB interface
3.0.0 (Avaya)6.0.06.0.08.6.38.6.4Session Creation Event I/O Processor
3.1.0 (Avaya)6.1.06.1.08.7.08.7.4Session Creation Event I/O Processor
3.2.0 (Avaya, Cisco UCCE)6.2.06.3.08.8.08.8.6Session Creation Event I/O Processor
3.3.0 (Avaya, Cisco UCCE, Genesys)6.4.06.4.08.9.08.9.0Session Creation Event I/O Processor
3.4.0 (Avaya, Cisco UCCE, Genesys)6.5.06.5.08.9.18.10.1Session Creation Event I/O Processor
3.5.0 (Avaya, Cisco UCCE, Genesys)6.6.06.6.18.10.18.10.3Session Creation Event I/O Processor
3.6.0 (Avaya, Cisco UCCE, Genesys)6.6.16.7.08.10.28.11.0Session Creation Event I/O Processor
3.7.0 (Avaya, Cisco UCCE, Genesys)6.7.06.7.08.10.48.11.0Session Creation Event I/O Processor
3.8.0 (Avaya, Cisco UCCE, Genesys)6.7.06.7.08.11.18.11.1Session Creation Event I/O Processor
3.9.0 (Avaya, Cisco UCCE, Genesys)6.7.06.7.08.11.18.11.3Session Creation Event I/O Processor
3.10.0 (Avaya, Cisco UCCE, Genesys)6.8.06.8.08.12.08.12.1Session Creation Event I/O Processor
3.11.0 (Avaya, Cisco UCCE, Genesys)6.9.06.9.08.13.08.13.0Session Creation Event I/O Processor
3.12.0 (Avaya, Cisco UCCE, Genesys)7.0.07.0.08.13.08.13.2Session Creation Event I/O Processor
4.0.0 (Avaya, Cisco UCCE, Genesys)7.1.07.2.09.0.09.0.0Session Creation Event I/O Processor
4.1.0 (Avaya, Cisco UCCE, Genesys)7.3.07.3.09.0.09.1.0Session Creation Event I/O Processor
4.1.1 (Avaya, Cisco UCCE, Genesys)*7.4.07.4.09.1.09.1.0Session Creation Event I/O Processor
5.0 to 5.1 (Avaya, Cisco UCCE, Genesys)7.6.07.8.09.1.19.2.2Session Creation Event I/O Processor
5.2 (Avaya, Cisco UCCE, Genesys)7.9.07.9.09.2.3Latest 9.x versionSession Creation Event I/O Processor

*We recommend upgrading to IVG version 4.1.1 if using Agent Priority with an Avaya Return to Destination.

VIS with AEP

Min AEP versionMax AEP versionMin VIS versionMax VIS versionMin Callback versionMax Callback versionOB interface
6.06.34.1.14.1.17.6.17.6.1AEP OBIntf WS
6.06.34.1.24.2.07.6.27.6.4AEP OBIntf WS
6.06.34.2.14.2.27.6.57.6.5AEP OBIntf WS
6.06.34.2.24.3.07.6.67.6.7AEP OBIntf WS
6.06.34.3.14.3.17.6.87.6.9AEP OBIntf WS
6.06.34.3.25.0.07.6.107.6.10AEP OBIntf WS
6.06.35.0.15.0.17.6.117.6.13AEP OBIntf WS
6.06.0.25.0.25.0.67.6.148.0.6AEP OBIntf WS
7.0.17.0.15.4.06.0.08.0.88.6.3AEP OBIntf WS
7.0.27.0.25.11.06.2.08.6.08.8.2AEP OBIntf WS
7.1.07.1.06.2.16.3.08.8.38.8.6AEP OBIntf WS
7.1.07.1.06.4.0*6.6.18.9.08.9.3AEP OBIntf WS
7.2.07.2.26.6.07.9.08.10.19.2.3AEP OBIntf WS
8.08.07.9.0Latest 7.x version9.3.0Latest 9.x versionAEP OBIntf WS

*Avaya integrations using VIS must use Callback version 8.9.0 or later and VIS 6.4.0 or later.

VIS with IVG

Min IVG versionMin Callback versionMax Callback versionMin VIS versionMax VIS versionHVP Patch fileOB interface
1.0.08.0.68.0.65.0.65.1.0N/AILS
1.1.08.0.68.0.65.2.05.3.0N/AILS
2.0.08.0.88.0.85.4.05.7.0N/AILS
2.1.0 (Avaya)8.4.08.5.25.8.05.10.0N/AILS
2.1.0 (Genesys)8.4.08.8.65.8.06.3.0N/AILS
3.0.0 (Avaya)8.6.38.6.46.0.06.0.06.3.4Session Creation Event I/O Processor
3.2.0 (Avaya, Cisco UCCE)8.8.08.8.36.2.06.3.06.3.4Session Creation Event I/O Processor
3.3.0 (Avaya, Cisco UCCE, Genesys)8.9.08.9.06.4.06.4.06.3.14Session Creation Event I/O Processor
3.4.0 (Avaya, Cisco UCCE, Genesys)8.9.18.10.16.5.06.5.06.3.14Session Creation Event I/O Processor
3.5.0 (Avaya, Cisco UCCE, Genesys)8.10.18.10.26.6.06.6.16.3.16Session Creation Event I/O Processor
3.6.0 (Avaya, Cisco UCCE, Genesys)8.10.28.11.06.6.16.7.06.3.19Session Creation Event I/O Processor
3.7.0 (Avaya, Cisco UCCE, Genesys)8.10.48.11.16.7.06.7.06.3.19Session Creation Event I/O Processor
3.8.0 (Avaya, Cisco UCCE, Genesys)8.11.18.11.16.7.06.7.06.3.22Session Creation Event I/O Processor
3.9.0 (Avaya, Cisco UCCE, Genesys)8.11.18.11.36.7.06.7.06.3.22 / 6.3.25*Session Creation Event I/O Processor
3.10.0 (Avaya, Cisco UCCE, Genesys)8.12.08.12.26.8.06.8.06.3.27Session Creation Event I/O Processor
3.11.0 (Avaya, Cisco UCCE, Genesys)8.13.08.13.06.9.06.9.06.3.28Session Creation Event I/O Processor
3.12.0 (Avaya, Cisco UCCE, Genesys)8.13.08.13.17.0.07.0.06.3.28Session Creation Event I/O Processor
4.0.0 (Avaya, Cisco UCCE, Geyesys)9.0.09.0.07.1.07.1.07.1.2Session Creation Event I/O Processor
4.1.0 (Avaya, Cisco UCCE, Genesys)9.0.09.1.07.3.07.3.07.1.2Session Creation Event I/O Processor
4.1.1 (Avaya, Cisco UCCE, Genesys)**9.1.09.1.07.4.07.4.07.1.2Session Creation Event I/O Processor
5.0 to 5.1 (Avaya, Cisco UCCE, Genesys)9.1.19.2.27.6.07.7.07.2.12Session Creation Event I/O Processor
5.2 (Avaya, Cisco UCCE, Genesys)9.2.3Latest 9.x version7.8.07.9.07.2.17Session Creation Event I/O Processor

* We recommend upgrading the voice platform patch to 6.3.25.

**We recommend upgrading to IVG version 4.1.1 if using Agent Priority with an Avaya Return to Destination.

VIS with AVP

Min AVP versionMax AVP versionMin VIS versionMax VIS versionMin Callback versionMax Callback versionOB interface
5.15.14.0.15.11.0*7.5.18.6.0**AEP OBIntf WS

*AVP is not supported with VIS 5.11.0 or later.

**AVP is not supported with Callback version 8.6.0 or later.

VIS with GVP

Min GVP versionMax GVP versionMin VIS versionMax VIS versionMin Callback versionMax Callback versionOB interface
8.1.48.1.52.0.32.0.87.4.37.4.10SSG, TMakePredictiveCall
8.1.48.1.54.0.14.1.07.5.17.5.5SSG, TMakePredictiveCall
8.1.48.1.54.1.14.1.17.6.17.6.1SSG, TMakePredictiveCall
8.1.48.1.54.1.24.2.07.6.27.6.4SSG, TMakePredictiveCall
8.1.48.1.54.2.14.2.17.6.57.6.5SSG, TMakePredictiveCall
8.1.48.1.54.2.24.3.07.6.67.6.7SSG, TMakePredictiveCall
8.1.48.1.54.3.14.3.17.6.87.6.9SSG, TMakePredictiveCall
8.1.48.1.54.3.25.0.07.6.107.6.10SSG, TMakePredictiveCall
8.1.48.1.55.0.15.0.17.6.117.6.13SSG, TMakePredictiveCall
8.1.48.1.55.0.25.0.67.6.148.0.6SSG, TMakePredictiveCall
8.1.58.5.05.0.65.10.07.6.268.5.2SSG, TMakePredictiveCall
8.1.58.5.05.0.66.8.07.6.268.12.1SSG, TMakePredictiveCall
9.09.06.87.9.08.12.0Latest 9.x versionSSG, TMakePredictiveCall

VIS with GVP - CTI through IVR Server

Min GVP versionMax GVP versionMin VIS versionMax VIS versionMin Callback versionMax Callback versionOB interface
8.1.59.0.05.6.07.9.08.3.0Latest 9.x versionSSG

VIS supported languages

VIS includes the following languages:

Included languageMin VIS versionMax VIS version
Canadian French5.0.17.9.0
English5.0.17.9.0
North American Spanish5.0.17.9.0

VIS supports the following optional languages:

Optional languageMin VIS versionMax VIS version
Dutch5.0.2 HF17.9.0
Mandarin Chinese5.0.47.9.0
Arabic5.9.07.9.0
German5.10.07.9.0
Turkish5.11.07.9.0
Italian6.1.07.9.0
Korean6.2.17.9.0
Norwegian6.2.17.9.0
Danish6.3.07.9.0
European Portuguese6.3.07.9.0
Hebrew6.3.07.9.0
Swedish6.4.07.9.0
Japanese6.4.07.9.0
Polish6.4.07.9.0
Russian6.4.07.9.0
Finnish6.5.07.9.0
Greek6.6.07.9.0

IVG support

This section lists the supported integrations when using Interactive Voice Gateway (IVG).

Avaya TSAPI

Min IVG versionMax IVG versionCommunications ManagerSession ManagerSystem ManagerApplication Enablement Services
3.0.03.10.06.3 or 7.06.x or 7.x6.x or 7.x6.x or 7.x
3.11.05.08.0 or 8.0.18.0 or 8.0.18.0 or 8.0.18.0 or 8.0.1

Avaya CVLAN

Min IVG versionMax IVG versionCommunications ManagerSession ManagerSystem ManagerApplication Enablement Services
3.1.03.9.06.36.36.36.3
3.9.05.08.18.18.18.1

Cisco UCCE

Min IVG versionMax IVG versionCisco UCCE versionUnified Communications ManagerCisco Voice PlatformIntelligent Contact Management
3.2.05.010.510.5.110.5.110.5.1
3.2.05.011.511.5.111.5.111.5.1
3.2.05.012.012.012.012.0

Genesys

Min IVG versionMax IVG versionManagement FrameworkIP TServers (SIP Server)Universal Routing Server (URS)
3.3.03.10.08.18.18.1
3.11.05.09.09.09.0

Lightweight Directory Access Protocol (LDAP)

IVG is only validated with OpenLDAP software (http://www.openldap.org) for installing IVG on a system with LDAP users and groups.

Min IVG versionMax IVG versionOpenLDAP version
3.12.05.02.4.44-21

Application support

This section lists the compatibility of On-Premise Callback software with other Mindful applications.

Agent Priority

This section lists the compatibility of Agent Priority with On-Premise Callback and VIS.

Voice platformMin On-Premise Callback versionMax On-Premise Callback versionMin IVG versionMax IVG versionMin VIS versionMax VIS version
IVG (Avaya)8.7.0Latest 9.x version3.1.04.1.1*6.1.0Latest 7.x version
IVG (Genesys)8.9.1Latest 9.x version3.4.04.1.1*6.5.0Latest 7.x version
IVG (Cisco UCCE)8.10.1Latest 9.x version3.5.04.1.1*6.6.0Latest 7.x version

*We recommend upgrading to IVG version 4.1.1 if using Agent Priority with an Avaya Return to Destination.

OCC

This section lists the supported integrations when using Outbound Contact Client (OCC).

OCC versionMin OnPremise Callback versionMax OnPremise Callback versionMin VIS versionMax VIS versionSupported platforms
1.4.08.0.68.15.0.65.0.6PureConnect (4.0), IVG
1.5.08.0.68.15.0.65.0.6PureConnect (4.0), IVG
1.6.0*8.0.68.4.05.1.05.8.0PureConnect (4.0), IVG
1.6.0*8.48.5.15.1.05.8.0PureConnect (R4 P15), IVG
8.6.0*8.6.08.6.35.11.06.0.0IVG 2.1.0 (GENSPEC), PureConnect
8.6.08.6.38.6.46.0.06.1.0IVG 3.0.0 (Avaya), IVG 2.1.0 (GENSPEC), PureConnect
8.6.08.7.08.7.46.1.06.1.0IVG 3.1.0 (Avaya), IVG 2.1.0 (GENSPEC), PureConnect
8.6.08.8.08.8.66.2.16.3.0IVG 3.2.0 (Avaya, Cisco UCCE), IVG 2.1.0 (GENSPEC), PureConnect
8.6.08.9.08.9.06.4.06.4.0IVG 3.3.0 (Avaya, Cisco UCCE, Genesys), IVG 3.4.0 (Avaya, Cisco UCCE, Genesys), PureConnect
8.6.08.9.18.10.06.5.06.5.0IVG 3.4.0 (Avaya, Cisco UCCE, Genesys), PureConnect
8.6.08.10.18.10.36.6.06.7.0IVG 3.5.0 / 3.6.0 (Avaya, Cisco UCCE, Genesys), PureConnect;
8.6.08.10.48.10.46.7.06.7.0IVG 3.7.0 (Avaya, Cisco UCCE, Genesys), PureConnect
8.6.08.11.08.11.16.7.06.7.0IVG 3.6.0 (Avaya, Cisco UCCE, Genesys), PureConnect
8.6.08.11.18.11.36.7.06.7.0IVG 3.8.0 (Avaya, Cisco UCCE, Genesys), PureConnect
8.6.08.11.38.11.36.7.06.7.0IVG 3.9.0 (Avaya, Cisco UCCE, Genesys), PureConnect
8.6.08.12.08.12.26.8.06.8.0IVG 3.10.0 (Avaya, Cisco UCCE, Genesys), UCCX, PureConnect
8.6.08.13.0Latest 9.x version6.9.0Latest 7.x versionIVG 3.11.0 - Latest 5.x (Avaya, Cisco UCCE, Genesys), UCCX, PureConnect

*OCC Version 1.6.0 supports PureConnect (4.0) and PureConnect 2015 (R4 P15). The versions of On-Premise Callback software required to support each are listed in the OCC Support table.

**OCC Version 8.6.0 or later is installed as a part of On-Premise Callback software in version 8.6.x or later.

Outreach

This section lists the compatibility of Outreach with supported platforms, On-Premise Callback application, and VIS.

Supported platformsMin On-Premise Callback versionMax OnPremise Callback versionMin VIS versionMax VIS version
IVG (Avaya), IVG (Cisco UCCE)8.8.0*Latest 9.x version6.2.0Latest 7.x version
AEP, GVP, IVG (Avaya), IVG (Cisco UCCE)8.8.2Latest 9.x version6.2.1Latest 7.x version
AEP, GVP, IVG (Avaya), IVG (Cisco UCCE), IVG (Genesys)8.9.0Latest 9.x version6.4.0Latest 7.x version

*Outreach replaced Rapport in On-Premise Callback version 8.8.0.

Second Chance Callback

This section lists the compatibility of Second Chance Callback with On-Premise Callback application and VIS.

Voice platformMin On-Premise Callback versionMax OnPremise Callback versionMin IVG versionMax IVG versionMin VIS versionMax VIS version
IVG (Genesys) / GVP8.11.0Latest 9.x version3.6.04.1.06.7.0Latest 7.x version

TSAPI Client

The On-Premise Callback installer deploys the TSAPI Client installer and associated files. The TSAPI Client must then be installed and configured manually.

TSAPI Client versionMin On-Premise Callback version
8.18.13.0

Operating systems

This section lists the operating system support for On-Premise Callback, VIS, and IVG.

On-Premise Callback

VersionOperating systemApp serverFrameworkDatabase supportBrowser support (Web or VXML)
8.0.0 - 8.1.0Windows Server 2008IIS 7.NET Framework 4.5.1MS SQL Server 2008 / 2012 / 2014 64-bit (Enterprise and Standard edition) IE 9,10,and 11, Chrome 33, Firefox 26
8.2.0 - 8.6.0Windows Server 2012 64-bitIIS 8.NET Framework 4.5.1 / 4.5.2MS SQL Server 2008 / 2012 / 2014 64-bit (Enterprise and Standard edition)IE 9,10,and 11, Chrome 33, Firefox 26
8.6.1 - 8.7.4 Windows Server 2012 R2 64-bitIIS 8.5.NET Framework 4.6.1MS SQL Server 2008 / 2012 / 2014 64-bit (Enterprise and Standard edition)IE 9,10,and 11, Chrome 33, Firefox 26
8.8.0 - 8.8.2Windows Server 2012 / 2012 R2 64-bit IIS 8 / 8.5.NET Framework 4.6.1 / 4.6.2 / 4.7.0MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition) IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38
8.8.3 - 8.9.3Windows Server 2012 / 2012 R2 64-bitIIS 8 / 8.5.NET Framework 4.6.1 / 4.6.2 / 4.7.0MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition)IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38
8.10.0 - 8.10.1Windows Server 2012 / 2012 R2 / 2016 64-bitIIS 8 / 8.5 / 10.NET Framework 4.6.1 / 4.6.2 / 4.7.0 (4.7.0 with IIS 10)MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition) / 2016 with IIS 10 and .NET 4.7.0IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38
8.10.2 - 8.11.1Windows Server 2012 / 2012 R2 / 2016 64-bitIIS 8 / 8.5 / 10.NET Framework 4.7.0 / 4.7.1 / 4.7.2MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition) / 2016 with IIS 10 (not supported in Callback 8.10.3*) / 2017 with Callback 8.10.4IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38
8.11.2 to 8.12.0Windows Server 2012 / 2012 R2 / 2016 64-bitIIS 8 / 8.5 / 10.NET Framework 4.7.0 / 4.7.1 / 4.7.2MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition) / 2016 with IIS 10 / Callback 8.12.0 is validated with SP2, CU8IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38
Latest 8.12.x versionWindows Server 2012 / 2012 R2 / 2016 / 2019 64-bitIIS 8 / 8.5 / 10.NET Framework 4.7.0 / 4.7.1 / 4.7.2 / 4.8.0MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition) / 2016, 2016 SP2, and 2017 with IIS 10 / Callback 8.12.0 is validated with SP2, CU8IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38
9.0 to 9.1Windows Server 2019, 64-bitIIS 10.NET Framework 4.7.2 / 4.8.0MS SQL Server 2016 / 2017 / 2019 64-bit (Enterprise and Standard edition) Chrome 94, Firefox 92, Safari 15, Edge 94
9.2 to 9.5.4Windows Server 2019, 64-bitIIS 10.NET Framework 4.7.2 / 4.8.0MS SQL Server 2017 / 2019 64-bit (Enterprise and Standard edition)Chrome 94, Firefox 92, Safari 15, Edge 94
9.5.5 and laterWindows Server 2022, 64-bitIIS 10.NET Framework 4.7.2 / 4.8.0MS SQL Server 2017 / 2019 64-bit (Enterprise and Standard edition)Chrome 94, Firefox 92, Safari 15, Edge 94

*Reference this service bulletin for more information on SQL Server 2016 issues.

VoiceXML Interaction Server (VIS)

VersionOperating systemApp serverJava versionMedia serverBrowser support (Web or VXML)
5.0 - 5.12Windows Server 2003 64-bitWebLogic 10.3.6 / JBoss EAP 6.0 / Tomc at 6, 7 or 8 64-bit*See note belowTomcat, Apache HTTP Server 2.x, IIS 7 or 8GVP 8.1.4, 8.1.5, 8.5, AVP, AEP, 9.x, IVG 2.x, PureConnect 4, UCCX 8.x, 9.x
6.6.0 - 6.8.0Windows Server 2016 64-bitTomcat 6, 7, 8, or 9 64-bitTomcat, Apache HTTP Server 2.x, IIS 10GVP 8.1.4, 8.1.5, 8.5, AVP, AEP, 9.x, IVG 2.1 and IVG 3.0, PureConnect 4, UCCX (8.x, 9.x, and 11.5)
6.8.0 - 7.5.0Windows Server 2016 64-bitTomcat 7, 8.5, or 9 64-bitTomcat, Apache HTTP Server 2.x, IIS 10GVP 8.1.4, 8.1.5, 8.5, 9.0 AVP, AEP, 9.x, IVG 3.0 to 4.x, PureConnect 4, UCCX 8.x, 9.x
7.6.0 - 7.9.0Windows Server 2016 64-bitTomcat 9 64-bitTomcat, Apache HTTP Server 2.x, IIS 10GVP 8.1.4, 8.1.5, 8.5, 9.0 AVP, AEP, 9.x, IVG 5.x, PureConnect 4, UCCX 8.x, 9.x
Note:

In accordance with the Oracle OpenJDK8 end of public updates process, the use of Java-8 requires a Java SE Subscription. When a subscription is already in place, download Oracle JDK from the Oracle Technology Network (OTN).

Alternately, the latest updates of Java are available at no cost from Oracle under an open source license from the archived "OpenJDK GeneralAvailability Releases" site under public license at jdk.java.net.

Identify compatible versions of Tomcat and Java using the Tomcat version mapping provided by Oracle.

Interactive Voice Gateway (IVG)

VersionOperating system*App serverJava versionMedia serverDatabase supportBrowser support (Web or VXML)
3.0.0-3.2.0CentOS 6.8 / RHEL 6.8Tomcat 7.0.70Java 6Apache HTTP Server 2.4.10 (installed by IVG)PostgreSQL 9.5.3IE11, Chrome 55, Firefox 50, Safari 10, Edge 38
3.3.0 - 3.4.0CentOS 6.8 / RHEL 6.8Tomcat 7.0.70Java 6Apache HTTP Server 2.4.10 (installed by IVG)PostgreSQL 9.5.3IE11, Chrome 55, Firefox 50, Safari 10, Edge 38
3.3.0 - 3.4.0CentOS 7.3 / RHEL 7.3Tomcat 8.5.13Java 7Apache HTTP Server 2.4.10 (installed by IVG)PostgreSQL 9.5.3IE11, Chrome 55, Firefox 50, Safari 10, Edge 38
3.5.0CentOS 6.8 / 7.3, RHEL 6.8 / 7.3Tomcat 9.0.4Java 8Apache HTTP Server 2.4.10 (installed by IVG)PostgreSQL 9.6.6.1IE11, Chrome 55, Firefox 50, Safari 10, Edge 38
3.6.0CentOS 6.9 / 7.4, RHEL 6.9 / 7.4Tomcat 9.0.4Java 8Apache HTTP Server 2.4.10 (installed by IVG)PostgreSQL 9.6.6.1IE11, Chrome 55, Firefox 50, Safari 10, Edge 38
3.7.0CentOS 6.9 / 7.4, RHEL 6.9 / 7.4Tomcat 9.0.4Java 8Apache HTTP Server 2.4.10 (installed by IVG)PostgreSQL 9.6.6.1IE11, Chrome 55, Firefox 50, Safari 10, Edge 38
3.8.0CentOS 6.10 / 7.5, RHEL 6.10 / 7.5Tomcat 9.0.4Java 8Apache HTTP Server 2.4.10 (installed by IVG)PostgreSQL 9.6.6.1IE11, Chrome 55, Firefox 50, Safari 10, Edge 38
3.9.0CentOS 6.10 / 7.6, RHEL 6.10 / 7.6Tomcat 9.0.4Java 8Apache HTTP Server 2.4.10 (installed by IVG)PostgreSQL 9.6.6.1IE11, Chrome 55, Firefox 50, Safari 10, Edge 38
3.10.0CentOS 6.10 / 7.6, RHEL 6.10 / 7.6Tomcat 9.0.4Java 8Apache HTTP Server 2.4.39 (Installed by IVG)PostgreSQL 9.6.6.1IE11, Chrome 55, Firefox 50, Safari 10, Edge 38
3.11.0 to 4.0.0CentOS 6.10 / 7.7, RHEL 6.10 / 7.7Tomcat 9.0.4Java 8Apache HTTP Server 2.4.39 (Installed by IVG)PostgreSQL 9.6.6.1Chrome 55, Firefox 50, Safari 10, Edge 38
4.1.0 - 4.1.1CentOS 6.10 / 7.7 / 7.8, RHEL 6.10 / 7.7 / 7.8Tomcat 9.0.33Java 8Apache HTTP Server 2.4.39 (Installed by IVG)PostgreSQL 9.6.17Chrome 55, Firefox 50, Safari 10, Edge 38
5.0 to 5.1RHEL/CentOS 7.9Tomcat 9.0.43Java 8Apache HTTP Server 2.4.39 (Installed by IVG)PostgreSQL 10Chrome 94, Firefox 92, Safari 15, Edge 94
5.2RHEL/CentOS 7.9, RHEL 8.4 Tomcat 9.0.55Java 8Apache HTTP Server 2.4.39 (Installed by IVG)PostgreSQL 12.8Chrome 94, Firefox 92, Safari 15, Edge 94

*Package updates can be applied for minor release upgrades per the Red Hat Enterprise Linux Application Compatibility Policy. We recommend applying the OS patch update in a lab environment and verifying functionality with regression testing prior to deploying in a production environment.

Note: An OS upgrade to CentOS/RHEL 7.9 can only be performed if IVG is already installed on CentOS/RHEL 7.8. Upgrading from version 7.7 or lower to version 7.9 is not supported.

End of life products

This list contains products, components, or integrations that were used with On-Premise Callback (formerly called VHT Callback or Virtual Hold). These products or components are no longer used and many are no longer supported.

Product or component nameMax version shippedEOL date announcedEnd of maintenanceEnd of support
WebConnect7.6June 10, 2013December 10, 2014June 10, 2015
Cold Standby High Availability Deployment8.xJuly 10, 2013January 10, 2014July 10, 2014
Callback Handler7.4October 22, 2014October 22, 2014October 22, 2014
Rapport8.7.4February 15, 2017August 15, 2017November 15, 2017
IVG 2.x 2.1.0August 16, 2017December 22, 2017December 22, 2017
Callback 7.x7.6February 20, 2018August 1, 2018August 1, 2019
Notification Suite9.0April 7, 2020April 7, 2020April 7, 2021
Platform Toolkit (PTK) versions 1-45June 26, 2020December 26, 2020June 26, 2021
Queue MonitorN/AJuly 29, 2020January 29, 2021July 29, 2021
Smart Rules beta9.0August 4, 2020August 4, 2020August 4, 2020
Cisco UCCX integrationN/ASeptember 1, 2021September 1, 2022September 1, 2022
GlobalCall IVRN/AJanuary 1, 2022January 1, 2022January 1, 2022

Vendor certifications

Avaya/Cisco

VendorCertification dateVendor versionsCallback versions
AvayaOctober 2016CM 7.0, AES 7.0.1, Session Manager 7.0.1, System Manager 7.0.1, AEP 7.0.2, AMS 7.7.0On-Premise Callback 8.6.0 with Genesys T-Server (IVG, VIS) / On-Premise Callback 8.6.0 with Native TSAPI (IVG, VIS)
AvayaAugust 2017CM 7.1, AES 7.1, Session Manager 7.1On-Premise Callback 8.8 with Native TSAPI (IVG 3.2, VIS 6.2) / On-Premise Callback 8.8 with Genesys T-Server (IVG 3.2, VIS 6.2)
AvayaAugust 2019CM 8.1.0, AES 8.1.0, AEP 7.2.2, Session Manager 8.1.0On-Premise Callback 8.11.3 with TSAPI and CVLAN (IVG 3.9.0, VIS 6.7.0) with TSAPI Client 8.0 / On-Premise Callback 8.11.3 with Genesys T-Server (IVG 3.9.0, VIS 6.7.0)
AvayaOctober 2023AES 10.1 (View letter of compliance and application notes)On-Premise Callback 9.5 (IVG 5.3, VIS 7.10) with TSAPI Client 9.5
CiscoJuly 2010UCCE 8.0On-Premise Callback 7.4
CiscoMay 2015UCCE 10.5.1On-Premise Callback 8.0.8