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 version | Min/Max AES version | CTI interface | TIAL module | Min Callback version | Max Callback version | IVR interface | Treatment types |
---|---|---|---|---|---|---|---|
CM 4.0 to 6.1 | 4.2 to 6.1 | CVLAN, DLG | TIAL Avaya | 6.0+ | 7.6 | TDM | 1, 2, 11, 20 |
CM 5.2.1 to 6.3 | 5.2.2 to 6.3 | TSAPI | TIAL Avaya TSAPI | 7.2+, 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 6.3 | 6.1.1 to 6.3 | CVLAN | TIAL Avaya | 7.6 | 8.4.3 | AVP, AEP, IVG (2.1.0, 3.0.0), OCC, VIS | 1, 2, 11, 20 |
CM 6.3 to 7.0 | 6.3 to 7.0.1 | TSAPI | TIAL Avaya TSAPI | 8.6.0 | 8.11.3 | AVP*, AEP, IVG, OCC, VIS, SIP, H323 | 11, 12, 14, 20 |
CM 7.1 | 7.1 | TSAPI | TIAL Avaya TSAPI | 8.8.0 | 8.11.3 | AEP, IVG, OCC, VIS, SIP, H323 | 11, 12, 14, 20 |
CM 8.0 | 8.0.0 | TSAPI | TIAL Avaya TSAPI | 8.11.3 | 9.4.0 | AEP, VIS, Outbound IVR, IVG, OCC, SIP | 11, 12, 14, 20 |
CM 10.1 | 10.01 | TSAPI | TIAL Avaya TSAPI | 9.5.0 | Latest 9.x version | AEP, VIS, Outbound IVR, IVG, OCC, SIP | 11, 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 version | Max version | CTI interface | TIAL module | Min Callback version | Max Callback version | IVR interface | Treatment types |
---|---|---|---|---|---|---|---|
CS1K* 7.6 | CS1K* 7.6 | AACC 6.4 | CCT Connector | 8.0.6 | Latest 9.x version | AEP, VIS, Outbound IVR | 20 |
*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 Version | Min Callback version | Max Callback version |
---|---|---|
2 to 8 | 8.0.0 | 8.13.0 |
2 to 13 | 8.13.0 | Latest 9.x version |
UCCE
Product name — UCCE
Min version — 4.0
Max version — 12.6
TIAL module — TIAL ICM
Min/Max version | Routing interface | ACD | CTI interface | Callback version | IVR protocol | IVR interface | Treatment 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 10.5 | ICM App GW (GED-145) | UCM | UCM PG (GED-188) | 8.0.8 - 8.7.4 | SIP | VIS | 0, 1, 14, 20 |
10.5 | ICM App GW (GED-145) | UCM | F UCM PG (GED-188) | 8.8.0 - 8.11.1 | SIP | VIS | 0, 1, 14, 20 |
11.5 | ICM App GW (GED-145) | UCM | UCM PG (GED-188) | 8.8.0 - 8.10.1 | SIP | VIS | 0, 1, 14, 20 |
11.6 to 12.0 | ICM App GW (GED-145) | UCM | UCM PG (GED-188) | 8.10.2 - 9.1.1 | SIP | VIS | 0, 1, 14, 20 |
12.5 | ICM App GW (GED-145) | UCM | UCM PG (GED-188) | 9.2.0 and higher | SIP | VIS | 0, 1, 14, 20 |
12.6 | ICM App GW (GED-145) | UCM | UCM PG (GED-188) | 8.8 (field validated) | SIP | VIS | 0, 1, 14, 20 |
UCCX
Product name — UCCX
Min version — 8.0
Max version — 12.0
Min/Max version | Routing interface | ACD | CTI interface | Min/Max Callback version | IVR protocol | IVR interface | Treatment types |
---|---|---|---|---|---|---|---|
8.0 to 9.0 (2) | PTK with Custom Jars | UCM | UCCX Scripts | 7.5 to 8.0.7 | SIP | VIS, Built-in UCCX VXML Browser, OCC for Outbound | 20 |
9.0 to 10.6 | PTK with Custom Jars | UCM | UCCX Scripts | 8.0.8 to 8.6.0 | SIP | VIS, Built-in UCCX VXML Browser, OCC for Outbound | 20 |
10.6 (1) to 11.5 | PTK with Custom Jars | UCM | UCCX Scripts | 8.6.1 to 8.12.1 | SIP | VIS, Built-in UCCX VXML Browser, OCC for Outbound | 20 |
11.6 to 12.0 | PTK with Custom Jars | UCM | UCCX Scripts | 8.12.2 to 9.1.1 | SIP | VIS, Built-in UCCX VXML Browser, OCC for Outbound | 20 |
Genesys with Avaya ACD
ACD — Avaya
Min version — CM 5.2.1
Max version — CM 8.1
CTI interface | Routing interface | Callback version | IVR interface | VXML browser | IVR protocol | Treatment types |
---|---|---|---|---|---|---|
T-Server for Avaya (DLG or TSAPI) | Avaya | 7.4 or later | VIS with OB IVR | AVP 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) | ORS | 7.6.4 or later | VIS with OB IVR | GVP | SIP | 1,2,11,12,13,20 |
T-Server for Avaya (DLG or TSAPI) | URS | 7.6 or later with VIS | VIS with OB IVR | GVP | SIP | 1,2,11,12,13,20 |
T-Server for Avaya (TSAPI) | URS | 8.0.8 - 8.5.2 with AEP 7.0.1 / 8.6.0 or later with AEP 7.0.2 | VIS with OB IVR | For Callback 8.0.8 - 8.5.2: AEP 7.0.1 For 8.6.0+: AEP 7.0.2 | SIP | 11, 20 |
Genesys with Genesys SIP ACD
ACD — Genesys SIP
Min version — 8.0
Max version — 8.1.5
IVR protocol — SIP
Routing interface | CTI interface | Min Callback version | Max Callback version | IVR interface | Min/Max VXML browser version | Treatment types |
---|---|---|---|---|---|---|
URS 7.5, 7.6 | SIP TServer | 7.4 | 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 8.1.4 | 1,2,5,20 |
URS 7.6,8.0,8.1 | SIP T-Server | 7.6 | Contact Mindful for details | VIS with OB IVR | GVP 8.1.4, 8.1.5, 8.5 (Contact Mindful for max version) | 1,2,20 |
ORS 8.0 | SIP T-Server | 7.6.4 | Contact Mindful for details | VIS with OB IVR | GVP 8.1.4, 8.1.5, 8.5 (Contact Mindful for max version) | 1,2,20 |
URS 8.1 | IVR Server/IVR T-Server | 8.3 | Contact Mindful for details | VIS with OB IVR | GVP 8.1.5 (GVP MCP NGI browser only) (Contact Mindful for max version) | 1,2,20 |
On-Premise Callback voice experience
GVP
Min GVP version | Max GVP version | Min GVP callflow version | Max GVP callflow version | Min Callback version | Max Callback version | OB interface |
---|---|---|---|---|---|---|
7.5 | 7.6 | 2.1.10 | 3.0.1 | 6.6 | 6.7.1 | OBN, TMakePredictiveCall |
7.5 | 7.6 | 3.0.7 | 3.2.0 | 6.7.2 | 6.7.2 | OBN, TMakePredictiveCall |
7.5 | 7.6 | 3.2.0 | 4.1.0 | 6.8 | 6.8 | OBN, TMakePredictiveCall |
7.5 | 7.6 | 4.0.0 | 4.2.0 | 7.1 | 7.1 | OBN, TMakePredictiveCall |
7.6 | 7.6 | 4.0.0 | 4.2.0 | 7.2 | 7.6 | OBN, TMakePredictiveCall |
8.1.3 | 8.5 | 4.0.0 | 4.2.0 | 6.8 | 8.9 | SSG, TMakePredictiveCall |
8.5 | 9.0 | 4.2.0 | 4.2.0 | 8.10 | Latest 9.x version | SSG, TMakePredictiveCall |
IVG
IVG version | Min VIS version | Max VIS version | Min Callback version | Max Callback version | OB interface |
---|---|---|---|---|---|
3.0.0 (Avaya) | 6.0.0 | 6.0.0 | 8.6.3 | 8.6.4 | Session Creation Event I/O Processor |
3.1.0 (Avaya) | 6.1.0 | 6.1.0 | 8.7.0 | 8.7.4 | Session Creation Event I/O Processor |
3.2.0 (Avaya, Cisco UCCE) | 6.2.0 | 6.3.0 | 8.8.0 | 8.8.6 | Session Creation Event I/O Processor |
3.3.0 (Avaya, Cisco UCCE, Genesys) | 6.4.0 | 6.4.0 | 8.9.0 | 8.9.0 | Session Creation Event I/O Processor |
3.4.0 (Avaya, Cisco UCCE, Genesys) | 6.5.0 | 6.5.0 | 8.9.1 | 8.10.1 | Session Creation Event I/O Processor |
3.5.0 (Avaya, Cisco UCCE, Genesys) | 6.6.0 | 6.6.1 | 8.10.1 | 8.10.3 | Session Creation Event I/O Processor |
3.6.0 (Avaya, Cisco UCCE, Genesys) | 6.6.1 | 6.7.0 | 8.10.2 | 8.11.0 | Session Creation Event I/O Processor |
3.7.0 (Avaya, Cisco UCCE, Genesys) | 6.7.0 | 6.7.0 | 8.10.4 | 8.11.0 | Session Creation Event I/O Processor |
3.8.0 (Avaya, Cisco UCCE, Genesys) | 6.7.0 | 6.7.0 | 8.11.1 | 8.11.1 | Session Creation Event I/O Processor |
3.9.0 (Avaya, Cisco UCCE, Genesys) | 6.7.0 | 6.7.0 | 8.11.1 | 8.11.3 | Session Creation Event I/O Processor |
3.10.0 (Avaya, Cisco UCCE, Genesys) | 6.8.0 | 6.8.0 | 8.12.0 | 8.12.1 | Session Creation Event I/O Processor |
3.11.0 (Avaya, Cisco UCCE, Genesys) | 6.9.0 | 6.9.0 | 8.13.0 | 8.13.0 | Session Creation Event I/O Processor |
3.12.0 (Avaya, Cisco UCCE, Genesys) | 7.0.0 | 7.0.0 | 8.13.0 | 8.13.2 | Session Creation Event I/O Processor |
4.0.0 (Avaya, Cisco UCCE, Genesys) | 7.1.0 | 7.2.0 | 9.0.0 | 9.0.0 | Session Creation Event I/O Processor |
4.1.0 (Avaya, Cisco UCCE, Genesys) | 7.3.0 | 7.3.0 | 9.0.0 | 9.1.0 | Session Creation Event I/O Processor |
4.1.1 (Avaya, Cisco UCCE, Genesys)* | 7.4.0 | 7.4.0 | 9.1.0 | 9.1.0 | Session Creation Event I/O Processor |
5.0 to 5.1 (Avaya, Cisco UCCE, Genesys) | 7.6.0 | 7.8.0 | 9.1.1 | 9.2.2 | Session Creation Event I/O Processor |
5.2 (Avaya, Cisco UCCE, Genesys) | 7.9.0 | 7.9.0 | 9.2.3 | Latest 9.x version | Session 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 version | Max AEP version | Min VIS version | Max VIS version | Min Callback version | Max Callback version | OB interface |
---|---|---|---|---|---|---|
6.0 | 6.3 | 4.1.1 | 4.1.1 | 7.6.1 | 7.6.1 | AEP OBIntf WS |
6.0 | 6.3 | 4.1.2 | 4.2.0 | 7.6.2 | 7.6.4 | AEP OBIntf WS |
6.0 | 6.3 | 4.2.1 | 4.2.2 | 7.6.5 | 7.6.5 | AEP OBIntf WS |
6.0 | 6.3 | 4.2.2 | 4.3.0 | 7.6.6 | 7.6.7 | AEP OBIntf WS |
6.0 | 6.3 | 4.3.1 | 4.3.1 | 7.6.8 | 7.6.9 | AEP OBIntf WS |
6.0 | 6.3 | 4.3.2 | 5.0.0 | 7.6.10 | 7.6.10 | AEP OBIntf WS |
6.0 | 6.3 | 5.0.1 | 5.0.1 | 7.6.11 | 7.6.13 | AEP OBIntf WS |
6.0 | 6.0.2 | 5.0.2 | 5.0.6 | 7.6.14 | 8.0.6 | AEP OBIntf WS |
7.0.1 | 7.0.1 | 5.4.0 | 6.0.0 | 8.0.8 | 8.6.3 | AEP OBIntf WS |
7.0.2 | 7.0.2 | 5.11.0 | 6.2.0 | 8.6.0 | 8.8.2 | AEP OBIntf WS |
7.1.0 | 7.1.0 | 6.2.1 | 6.3.0 | 8.8.3 | 8.8.6 | AEP OBIntf WS |
7.1.0 | 7.1.0 | 6.4.0* | 6.6.1 | 8.9.0 | 8.9.3 | AEP OBIntf WS |
7.2.0 | 7.2.2 | 6.6.0 | 7.9.0 | 8.10.1 | 9.2.3 | AEP OBIntf WS |
8.0 | 8.0 | 7.9.0 | Latest 7.x version | 9.3.0 | Latest 9.x version | AEP 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 version | Min Callback version | Max Callback version | Min VIS version | Max VIS version | HVP Patch file | OB interface |
---|---|---|---|---|---|---|
1.0.0 | 8.0.6 | 8.0.6 | 5.0.6 | 5.1.0 | N/A | ILS |
1.1.0 | 8.0.6 | 8.0.6 | 5.2.0 | 5.3.0 | N/A | ILS |
2.0.0 | 8.0.8 | 8.0.8 | 5.4.0 | 5.7.0 | N/A | ILS |
2.1.0 (Avaya) | 8.4.0 | 8.5.2 | 5.8.0 | 5.10.0 | N/A | ILS |
2.1.0 (Genesys) | 8.4.0 | 8.8.6 | 5.8.0 | 6.3.0 | N/A | ILS |
3.0.0 (Avaya) | 8.6.3 | 8.6.4 | 6.0.0 | 6.0.0 | 6.3.4 | Session Creation Event I/O Processor |
3.2.0 (Avaya, Cisco UCCE) | 8.8.0 | 8.8.3 | 6.2.0 | 6.3.0 | 6.3.4 | Session Creation Event I/O Processor |
3.3.0 (Avaya, Cisco UCCE, Genesys) | 8.9.0 | 8.9.0 | 6.4.0 | 6.4.0 | 6.3.14 | Session Creation Event I/O Processor |
3.4.0 (Avaya, Cisco UCCE, Genesys) | 8.9.1 | 8.10.1 | 6.5.0 | 6.5.0 | 6.3.14 | Session Creation Event I/O Processor |
3.5.0 (Avaya, Cisco UCCE, Genesys) | 8.10.1 | 8.10.2 | 6.6.0 | 6.6.1 | 6.3.16 | Session Creation Event I/O Processor |
3.6.0 (Avaya, Cisco UCCE, Genesys) | 8.10.2 | 8.11.0 | 6.6.1 | 6.7.0 | 6.3.19 | Session Creation Event I/O Processor |
3.7.0 (Avaya, Cisco UCCE, Genesys) | 8.10.4 | 8.11.1 | 6.7.0 | 6.7.0 | 6.3.19 | Session Creation Event I/O Processor |
3.8.0 (Avaya, Cisco UCCE, Genesys) | 8.11.1 | 8.11.1 | 6.7.0 | 6.7.0 | 6.3.22 | Session Creation Event I/O Processor |
3.9.0 (Avaya, Cisco UCCE, Genesys) | 8.11.1 | 8.11.3 | 6.7.0 | 6.7.0 | 6.3.22 / 6.3.25* | Session Creation Event I/O Processor |
3.10.0 (Avaya, Cisco UCCE, Genesys) | 8.12.0 | 8.12.2 | 6.8.0 | 6.8.0 | 6.3.27 | Session Creation Event I/O Processor |
3.11.0 (Avaya, Cisco UCCE, Genesys) | 8.13.0 | 8.13.0 | 6.9.0 | 6.9.0 | 6.3.28 | Session Creation Event I/O Processor |
3.12.0 (Avaya, Cisco UCCE, Genesys) | 8.13.0 | 8.13.1 | 7.0.0 | 7.0.0 | 6.3.28 | Session Creation Event I/O Processor |
4.0.0 (Avaya, Cisco UCCE, Geyesys) | 9.0.0 | 9.0.0 | 7.1.0 | 7.1.0 | 7.1.2 | Session Creation Event I/O Processor |
4.1.0 (Avaya, Cisco UCCE, Genesys) | 9.0.0 | 9.1.0 | 7.3.0 | 7.3.0 | 7.1.2 | Session Creation Event I/O Processor |
4.1.1 (Avaya, Cisco UCCE, Genesys)** | 9.1.0 | 9.1.0 | 7.4.0 | 7.4.0 | 7.1.2 | Session Creation Event I/O Processor |
5.0 to 5.1 (Avaya, Cisco UCCE, Genesys) | 9.1.1 | 9.2.2 | 7.6.0 | 7.7.0 | 7.2.12 | Session Creation Event I/O Processor |
5.2 (Avaya, Cisco UCCE, Genesys) | 9.2.3 | Latest 9.x version | 7.8.0 | 7.9.0 | 7.2.17 | Session 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 version | Max AVP version | Min VIS version | Max VIS version | Min Callback version | Max Callback version | OB interface |
---|---|---|---|---|---|---|
5.1 | 5.1 | 4.0.1 | 5.11.0* | 7.5.1 | 8.6.0** | 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 version | Max GVP version | Min VIS version | Max VIS version | Min Callback version | Max Callback version | OB interface |
---|---|---|---|---|---|---|
8.1.4 | 8.1.5 | 2.0.3 | 2.0.8 | 7.4.3 | 7.4.10 | SSG, TMakePredictiveCall |
8.1.4 | 8.1.5 | 4.0.1 | 4.1.0 | 7.5.1 | 7.5.5 | SSG, TMakePredictiveCall |
8.1.4 | 8.1.5 | 4.1.1 | 4.1.1 | 7.6.1 | 7.6.1 | SSG, TMakePredictiveCall |
8.1.4 | 8.1.5 | 4.1.2 | 4.2.0 | 7.6.2 | 7.6.4 | SSG, TMakePredictiveCall |
8.1.4 | 8.1.5 | 4.2.1 | 4.2.1 | 7.6.5 | 7.6.5 | SSG, TMakePredictiveCall |
8.1.4 | 8.1.5 | 4.2.2 | 4.3.0 | 7.6.6 | 7.6.7 | SSG, TMakePredictiveCall |
8.1.4 | 8.1.5 | 4.3.1 | 4.3.1 | 7.6.8 | 7.6.9 | SSG, TMakePredictiveCall |
8.1.4 | 8.1.5 | 4.3.2 | 5.0.0 | 7.6.10 | 7.6.10 | SSG, TMakePredictiveCall |
8.1.4 | 8.1.5 | 5.0.1 | 5.0.1 | 7.6.11 | 7.6.13 | SSG, TMakePredictiveCall |
8.1.4 | 8.1.5 | 5.0.2 | 5.0.6 | 7.6.14 | 8.0.6 | SSG, TMakePredictiveCall |
8.1.5 | 8.5.0 | 5.0.6 | 5.10.0 | 7.6.26 | 8.5.2 | SSG, TMakePredictiveCall |
8.1.5 | 8.5.0 | 5.0.6 | 6.8.0 | 7.6.26 | 8.12.1 | SSG, TMakePredictiveCall |
9.0 | 9.0 | 6.8 | 7.9.0 | 8.12.0 | Latest 9.x version | SSG, TMakePredictiveCall |
VIS with GVP - CTI through IVR Server
Min GVP version | Max GVP version | Min VIS version | Max VIS version | Min Callback version | Max Callback version | OB interface |
---|---|---|---|---|---|---|
8.1.5 | 9.0.0 | 5.6.0 | 7.9.0 | 8.3.0 | Latest 9.x version | SSG |
VIS supported languages
VIS includes the following languages:
Included language | Min VIS version | Max VIS version |
---|---|---|
Canadian French | 5.0.1 | 7.9.0 |
English | 5.0.1 | 7.9.0 |
North American Spanish | 5.0.1 | 7.9.0 |
VIS supports the following optional languages:
Optional language | Min VIS version | Max VIS version |
---|---|---|
Dutch | 5.0.2 HF1 | 7.9.0 |
Mandarin Chinese | 5.0.4 | 7.9.0 |
Arabic | 5.9.0 | 7.9.0 |
German | 5.10.0 | 7.9.0 |
Turkish | 5.11.0 | 7.9.0 |
Italian | 6.1.0 | 7.9.0 |
Korean | 6.2.1 | 7.9.0 |
Norwegian | 6.2.1 | 7.9.0 |
Danish | 6.3.0 | 7.9.0 |
European Portuguese | 6.3.0 | 7.9.0 |
Hebrew | 6.3.0 | 7.9.0 |
Swedish | 6.4.0 | 7.9.0 |
Japanese | 6.4.0 | 7.9.0 |
Polish | 6.4.0 | 7.9.0 |
Russian | 6.4.0 | 7.9.0 |
Finnish | 6.5.0 | 7.9.0 |
Greek | 6.6.0 | 7.9.0 |
IVG support
This section lists the supported integrations when using Interactive Voice Gateway (IVG).
Avaya TSAPI
Min IVG version | Max IVG version | Communications Manager | Session Manager | System Manager | Application Enablement Services |
---|---|---|---|---|---|
3.0.0 | 3.10.0 | 6.3 or 7.0 | 6.x or 7.x | 6.x or 7.x | 6.x or 7.x |
3.11.0 | 5.0 | 8.0 or 8.0.1 | 8.0 or 8.0.1 | 8.0 or 8.0.1 | 8.0 or 8.0.1 |
Avaya CVLAN
Min IVG version | Max IVG version | Communications Manager | Session Manager | System Manager | Application Enablement Services |
---|---|---|---|---|---|
3.1.0 | 3.9.0 | 6.3 | 6.3 | 6.3 | 6.3 |
3.9.0 | 5.0 | 8.1 | 8.1 | 8.1 | 8.1 |
Cisco UCCE
Min IVG version | Max IVG version | Cisco UCCE version | Unified Communications Manager | Cisco Voice Platform | Intelligent Contact Management |
---|---|---|---|---|---|
3.2.0 | 5.0 | 10.5 | 10.5.1 | 10.5.1 | 10.5.1 |
3.2.0 | 5.0 | 11.5 | 11.5.1 | 11.5.1 | 11.5.1 |
3.2.0 | 5.0 | 12.0 | 12.0 | 12.0 | 12.0 |
Genesys
Min IVG version | Max IVG version | Management Framework | IP TServers (SIP Server) | Universal Routing Server (URS) |
---|---|---|---|---|
3.3.0 | 3.10.0 | 8.1 | 8.1 | 8.1 |
3.11.0 | 5.0 | 9.0 | 9.0 | 9.0 |
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 version | Max IVG version | OpenLDAP version |
---|---|---|
3.12.0 | 5.0 | 2.4.44-21 |
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 platform | Min On-Premise Callback version | Max On-Premise Callback version | Min IVG version | Max IVG version | Min VIS version | Max VIS version |
---|---|---|---|---|---|---|
IVG (Avaya) | 8.7.0 | Latest 9.x version | 3.1.0 | 4.1.1* | 6.1.0 | Latest 7.x version |
IVG (Genesys) | 8.9.1 | Latest 9.x version | 3.4.0 | 4.1.1* | 6.5.0 | Latest 7.x version |
IVG (Cisco UCCE) | 8.10.1 | Latest 9.x version | 3.5.0 | 4.1.1* | 6.6.0 | Latest 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 version | Min OnPremise Callback version | Max OnPremise Callback version | Min VIS version | Max VIS version | Supported platforms |
---|---|---|---|---|---|
1.4.0 | 8.0.6 | 8.1 | 5.0.6 | 5.0.6 | PureConnect (4.0), IVG |
1.5.0 | 8.0.6 | 8.1 | 5.0.6 | 5.0.6 | PureConnect (4.0), IVG |
1.6.0* | 8.0.6 | 8.4.0 | 5.1.0 | 5.8.0 | PureConnect (4.0), IVG |
1.6.0* | 8.4 | 8.5.1 | 5.1.0 | 5.8.0 | PureConnect (R4 P15), IVG |
8.6.0* | 8.6.0 | 8.6.3 | 5.11.0 | 6.0.0 | IVG 2.1.0 (GENSPEC), PureConnect |
8.6.0 | 8.6.3 | 8.6.4 | 6.0.0 | 6.1.0 | IVG 3.0.0 (Avaya), IVG 2.1.0 (GENSPEC), PureConnect |
8.6.0 | 8.7.0 | 8.7.4 | 6.1.0 | 6.1.0 | IVG 3.1.0 (Avaya), IVG 2.1.0 (GENSPEC), PureConnect |
8.6.0 | 8.8.0 | 8.8.6 | 6.2.1 | 6.3.0 | IVG 3.2.0 (Avaya, Cisco UCCE), IVG 2.1.0 (GENSPEC), PureConnect |
8.6.0 | 8.9.0 | 8.9.0 | 6.4.0 | 6.4.0 | IVG 3.3.0 (Avaya, Cisco UCCE, Genesys), IVG 3.4.0 (Avaya, Cisco UCCE, Genesys), PureConnect |
8.6.0 | 8.9.1 | 8.10.0 | 6.5.0 | 6.5.0 | IVG 3.4.0 (Avaya, Cisco UCCE, Genesys), PureConnect |
8.6.0 | 8.10.1 | 8.10.3 | 6.6.0 | 6.7.0 | IVG 3.5.0 / 3.6.0 (Avaya, Cisco UCCE, Genesys), PureConnect; |
8.6.0 | 8.10.4 | 8.10.4 | 6.7.0 | 6.7.0 | IVG 3.7.0 (Avaya, Cisco UCCE, Genesys), PureConnect |
8.6.0 | 8.11.0 | 8.11.1 | 6.7.0 | 6.7.0 | IVG 3.6.0 (Avaya, Cisco UCCE, Genesys), PureConnect |
8.6.0 | 8.11.1 | 8.11.3 | 6.7.0 | 6.7.0 | IVG 3.8.0 (Avaya, Cisco UCCE, Genesys), PureConnect |
8.6.0 | 8.11.3 | 8.11.3 | 6.7.0 | 6.7.0 | IVG 3.9.0 (Avaya, Cisco UCCE, Genesys), PureConnect |
8.6.0 | 8.12.0 | 8.12.2 | 6.8.0 | 6.8.0 | IVG 3.10.0 (Avaya, Cisco UCCE, Genesys), UCCX, PureConnect |
8.6.0 | 8.13.0 | Latest 9.x version | 6.9.0 | Latest 7.x version | IVG 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 platforms | Min On-Premise Callback version | Max OnPremise Callback version | Min VIS version | Max VIS version |
---|---|---|---|---|
IVG (Avaya), IVG (Cisco UCCE) | 8.8.0* | Latest 9.x version | 6.2.0 | Latest 7.x version |
AEP, GVP, IVG (Avaya), IVG (Cisco UCCE) | 8.8.2 | Latest 9.x version | 6.2.1 | Latest 7.x version |
AEP, GVP, IVG (Avaya), IVG (Cisco UCCE), IVG (Genesys) | 8.9.0 | Latest 9.x version | 6.4.0 | Latest 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 platform | Min On-Premise Callback version | Max OnPremise Callback version | Min IVG version | Max IVG version | Min VIS version | Max VIS version |
---|---|---|---|---|---|---|
IVG (Genesys) / GVP | 8.11.0 | Latest 9.x version | 3.6.0 | 4.1.0 | 6.7.0 | Latest 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 version | Min On-Premise Callback version |
---|---|
8.1 | 8.13.0 |
Operating systems
This section lists the operating system support for On-Premise Callback, VIS, and IVG.
On-Premise Callback
Version | Operating system | App server | Framework | Database support | Browser support (Web or VXML) |
---|---|---|---|---|---|
8.0.0 - 8.1.0 | Windows Server 2008 | IIS 7 | .NET Framework 4.5.1 | MS SQL Server 2008 / 2012 / 2014 64-bit (Enterprise and Standard edition) | IE 9,10,and 11, Chrome 33, Firefox 26 |
8.2.0 - 8.6.0 | Windows Server 2012 64-bit | IIS 8 | .NET Framework 4.5.1 / 4.5.2 | MS 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-bit | IIS 8.5 | .NET Framework 4.6.1 | MS SQL Server 2008 / 2012 / 2014 64-bit (Enterprise and Standard edition) | IE 9,10,and 11, Chrome 33, Firefox 26 |
8.8.0 - 8.8.2 | Windows Server 2012 / 2012 R2 64-bit | IIS 8 / 8.5 | .NET Framework 4.6.1 / 4.6.2 / 4.7.0 | MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition) | IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
8.8.3 - 8.9.3 | Windows Server 2012 / 2012 R2 64-bit | IIS 8 / 8.5 | .NET Framework 4.6.1 / 4.6.2 / 4.7.0 | MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition) | IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
8.10.0 - 8.10.1 | Windows Server 2012 / 2012 R2 / 2016 64-bit | IIS 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 4.7.0 | IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
8.10.2 - 8.11.1 | Windows Server 2012 / 2012 R2 / 2016 64-bit | IIS 8 / 8.5 / 10 | .NET Framework 4.7.0 / 4.7.1 / 4.7.2 | MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition) / 2016 with IIS 10 (not supported in Callback 8.10.3*) / 2017 with Callback 8.10.4 | IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
8.11.2 to 8.12.0 | Windows Server 2012 / 2012 R2 / 2016 64-bit | IIS 8 / 8.5 / 10 | .NET Framework 4.7.0 / 4.7.1 / 4.7.2 | MS SQL Server 2012 / 2014 64-bit (Enterprise and Standard edition) / 2016 with IIS 10 / Callback 8.12.0 is validated with SP2, CU8 | IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
Latest 8.12.x version | Windows Server 2012 / 2012 R2 / 2016 / 2019 64-bit | IIS 8 / 8.5 / 10 | .NET Framework 4.7.0 / 4.7.1 / 4.7.2 / 4.8.0 | MS 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, CU8 | IE 11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
9.0 to 9.1 | Windows Server 2019, 64-bit | IIS 10 | .NET Framework 4.7.2 / 4.8.0 | MS SQL Server 2016 / 2017 / 2019 64-bit (Enterprise and Standard edition) | Chrome 94, Firefox 92, Safari 15, Edge 94 |
9.2 to 9.5.4 | Windows Server 2019, 64-bit | IIS 10 | .NET Framework 4.7.2 / 4.8.0 | MS SQL Server 2017 / 2019 64-bit (Enterprise and Standard edition) | Chrome 94, Firefox 92, Safari 15, Edge 94 |
9.5.5 and later | Windows Server 2022, 64-bit | IIS 10 | .NET Framework 4.7.2 / 4.8.0 | MS 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)
Version | Operating system | App server | Java version | Media server | Browser support (Web or VXML) |
---|---|---|---|---|---|
5.0 - 5.12 | Windows Server 2003 64-bit | WebLogic 10.3.6 / JBoss EAP 6.0 / Tomc at 6, 7 or 8 64-bit | *See note below | Tomcat, Apache HTTP Server 2.x, IIS 7 or 8 | GVP 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 - 6.8.0 | Windows Server 2016 64-bit | Tomcat 6, 7, 8, or 9 64-bit | Tomcat, Apache HTTP Server 2.x, IIS 10 | GVP 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 - 7.5.0 | Windows Server 2016 64-bit | Tomcat 7, 8.5, or 9 64-bit | Tomcat, Apache HTTP Server 2.x, IIS 10 | GVP 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 - 7.9.0 | Windows Server 2016 64-bit | Tomcat 9 64-bit | Tomcat, Apache HTTP Server 2.x, IIS 10 | GVP 8.1.4, 8.1.5, 8.5, 9.0 AVP, AEP, 9.x, IVG 5.x, PureConnect 4, UCCX 8.x, 9.x |
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)
Version | Operating system* | App server | Java version | Media server | Database support | Browser support (Web or VXML) |
---|---|---|---|---|---|---|
3.0.0-3.2.0 | CentOS 6.8 / RHEL 6.8 | Tomcat 7.0.70 | Java 6 | Apache HTTP Server 2.4.10 (installed by IVG) | PostgreSQL 9.5.3 | IE11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
3.3.0 - 3.4.0 | CentOS 6.8 / RHEL 6.8 | Tomcat 7.0.70 | Java 6 | Apache HTTP Server 2.4.10 (installed by IVG) | PostgreSQL 9.5.3 | IE11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
3.3.0 - 3.4.0 | CentOS 7.3 / RHEL 7.3 | Tomcat 8.5.13 | Java 7 | Apache HTTP Server 2.4.10 (installed by IVG) | PostgreSQL 9.5.3 | IE11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
3.5.0 | CentOS 6.8 / 7.3, RHEL 6.8 / 7.3 | Tomcat 9.0.4 | Java 8 | Apache HTTP Server 2.4.10 (installed by IVG) | PostgreSQL 9.6.6.1 | IE11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
3.6.0 | CentOS 6.9 / 7.4, RHEL 6.9 / 7.4 | Tomcat 9.0.4 | Java 8 | Apache HTTP Server 2.4.10 (installed by IVG) | PostgreSQL 9.6.6.1 | IE11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
3.7.0 | CentOS 6.9 / 7.4, RHEL 6.9 / 7.4 | Tomcat 9.0.4 | Java 8 | Apache HTTP Server 2.4.10 (installed by IVG) | PostgreSQL 9.6.6.1 | IE11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
3.8.0 | CentOS 6.10 / 7.5, RHEL 6.10 / 7.5 | Tomcat 9.0.4 | Java 8 | Apache HTTP Server 2.4.10 (installed by IVG) | PostgreSQL 9.6.6.1 | IE11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
3.9.0 | CentOS 6.10 / 7.6, RHEL 6.10 / 7.6 | Tomcat 9.0.4 | Java 8 | Apache HTTP Server 2.4.10 (installed by IVG) | PostgreSQL 9.6.6.1 | IE11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
3.10.0 | CentOS 6.10 / 7.6, RHEL 6.10 / 7.6 | Tomcat 9.0.4 | Java 8 | Apache HTTP Server 2.4.39 (Installed by IVG) | PostgreSQL 9.6.6.1 | IE11, Chrome 55, Firefox 50, Safari 10, Edge 38 |
3.11.0 to 4.0.0 | CentOS 6.10 / 7.7, RHEL 6.10 / 7.7 | Tomcat 9.0.4 | Java 8 | Apache HTTP Server 2.4.39 (Installed by IVG) | PostgreSQL 9.6.6.1 | Chrome 55, Firefox 50, Safari 10, Edge 38 |
4.1.0 - 4.1.1 | CentOS 6.10 / 7.7 / 7.8, RHEL 6.10 / 7.7 / 7.8 | Tomcat 9.0.33 | Java 8 | Apache HTTP Server 2.4.39 (Installed by IVG) | PostgreSQL 9.6.17 | Chrome 55, Firefox 50, Safari 10, Edge 38 |
5.0 to 5.1 | RHEL/CentOS 7.9 | Tomcat 9.0.43 | Java 8 | Apache HTTP Server 2.4.39 (Installed by IVG) | PostgreSQL 10 | Chrome 94, Firefox 92, Safari 15, Edge 94 |
5.2 | RHEL/CentOS 7.9, RHEL 8.4 | Tomcat 9.0.55 | Java 8 | Apache HTTP Server 2.4.39 (Installed by IVG) | PostgreSQL 12.8 | Chrome 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.
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 name | Max version shipped | EOL date announced | End of maintenance | End of support |
---|---|---|---|---|
WebConnect | 7.6 | June 10, 2013 | December 10, 2014 | June 10, 2015 |
Cold Standby High Availability Deployment | 8.x | July 10, 2013 | January 10, 2014 | July 10, 2014 |
Callback Handler | 7.4 | October 22, 2014 | October 22, 2014 | October 22, 2014 |
Rapport | 8.7.4 | February 15, 2017 | August 15, 2017 | November 15, 2017 |
IVG 2.x | 2.1.0 | August 16, 2017 | December 22, 2017 | December 22, 2017 |
Callback 7.x | 7.6 | February 20, 2018 | August 1, 2018 | August 1, 2019 |
Notification Suite | 9.0 | April 7, 2020 | April 7, 2020 | April 7, 2021 |
Platform Toolkit (PTK) versions 1-4 | 5 | June 26, 2020 | December 26, 2020 | June 26, 2021 |
Queue Monitor | N/A | July 29, 2020 | January 29, 2021 | July 29, 2021 |
Smart Rules beta | 9.0 | August 4, 2020 | August 4, 2020 | August 4, 2020 |
Cisco UCCX integration | N/A | September 1, 2021 | September 1, 2022 | September 1, 2022 |
GlobalCall IVR | N/A | January 1, 2022 | January 1, 2022 | January 1, 2022 |
Vendor certifications
Avaya/Cisco
Vendor | Certification date | Vendor versions | Callback versions |
---|---|---|---|
Avaya | October 2016 | CM 7.0, AES 7.0.1, Session Manager 7.0.1, System Manager 7.0.1, AEP 7.0.2, AMS 7.7.0 | On-Premise Callback 8.6.0 with Genesys T-Server (IVG, VIS) / On-Premise Callback 8.6.0 with Native TSAPI (IVG, VIS) |
Avaya | August 2017 | CM 7.1, AES 7.1, Session Manager 7.1 | On-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) |
Avaya | August 2019 | CM 8.1.0, AES 8.1.0, AEP 7.2.2, Session Manager 8.1.0 | On-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) |
Avaya | October 2023 | AES 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 |
Cisco | July 2010 | UCCE 8.0 | On-Premise Callback 7.4 |
Cisco | May 2015 | UCCE 10.5.1 | On-Premise Callback 8.0.8 |