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Version: 5.13

Compatibility

Operating System​

Base (Voice only and Omni-Channel federation):

  • n/a

CCE only: b+s Media Routing:

  • Windows 2016. Only the English 64-bit version of the operating system is supported.
  • Windows 2019. Only the English 64-bit version of the operating system is supported.
  • Windows 2022. Only the English 64-bit version of the operating system is supported.

Cisco Contact Center Software​

Cisco CCE / PCCE​

  • Cisco CCE/PCCE 12.5 with Cisco Finesse 12.5(1)
  • Cisco CCE/PCCE 12.6 with Cisco Finesse 12.6(1) ES03 or newer
  • Cisco CCE/PCCE 15.0(1) with Cisco Finesse 15.0(1)

Cisco Finesse minimal requirements

  • Cisco Finesse 12.5(1)
  • Cisco Finesse 12.6(1) ES03
  • Cisco Finesse 12.6(2) ES03 or ES05
  • Cisco Finesse 15.0(1)

Note: Cisco Finesse 12.6(2) ES04 is not supported

Cisco Finesse minimal requirements for Single Sign-On:

  • Cisco Finesse 12.5(1) ES1 or newer

Cisco Finesse minimal requirements for VPN-less Finesse:

  • Cisco Finesse 12.6(1) ES03 or newer

Note: b+s Media Routing Option “Ext-MRI” requires Cisco CCE/PCCE 11.5 or later (see also Related Documentation)

For supported CCE/PCCE and Cisco Finesse versions, please refer to the official compatibility statement from Cisco Systems Inc., accessible from: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html

Cisco CCX​

  • Cisco CCX 12.5(1) or later with Cisco Finesse
  • Cisco CCX 12.5(1) SU1 or later with Cisco Finesse
  • Cisco CCX 12.5(1) SU2 or later with Cisco Finesse
  • Cisco CCX 12.5(1) SU3 or later with Cisco Finesse
  • Cisco CCX 15.0(1) or later with Cisco Finesse

Note: Cisco Finesse minimal requirements for Single Sign-On:

  • Cisco CCX/Finesse 11.6(2) ES4
  • Cisco CCX/Finesse 12.5(1)
  • Cisco CCX/Finesse 15.0(1)

Note: Cisco Finesse minimal requirements for VPN-less Finesse:

  • Cisco Finesse 12.5(1) SU2 or newer

Cisco IP Phone​

For supported Cisco IP Phones, please refer to the official compatibility statement of Cisco Systems Inc., accessible from:

Salesforce Clouds and Editions​

Supported are:

  • Service Cloud
  • Sales Cloud
  • Government Cloud / Government Cloud Plus

Salesforce Industry Solutions: Service Cloud based industry solutions like Health and Financial are supported with standard Service Cloud objects only. Industry solutions are not tested.

b+s Connects for Salesforce – CCE/CCX Edition requires the

  • Salesforce Classic Console, Lightning (Standard) or Lightning Console
  • Salesforce Open CTI, and Salesforce Console Integration Toolkit.

These features are available through the Salesforce organization for Essentials, Professional, Enterprise, or Unlimited Edition. Depending on Salesforce Edition, some features may be not available or only available for an additional cost.

Salesforce Starter is not supported.

Limitations:

  • Classic Sidebar is not supported.
  • Essentials and Professional editions: voice only. Omni-Channel Federation and Cisco UQ not supported. Customizations using b+s Integration API not supported.

Supported Browsers​

See also Supported browsers for Salesforce.

Salesforce Lightning (Standard) and Lightning Console​

  • Microsoft Edge Chromium (latest stable version)
  • Google Chrome (latest stable version)
  • Mozilla Firefox (latest stable version)

Salesforce Classic – Service Cloud Console​

  • Microsoft Edge Chromium (latest stable version)
  • Google Chrome (latest stable version)
  • Mozilla Firefox (latest stable version)

Note: Incognito or other private browsing modes are not supported

IE11Edge
Legacy		Edge
Chromium		ChromeFirefoxSafari
on macOS
Salesforce Lightning✗✗✓✓✓✗
Salesforce Lightning Console✗✗✓✓✓✗
Salesforce Classic:
- Service Cloud Console		✗✗✓✓✓✗
Salesforce Classic:
- Sidebar		✗✗✗✗✗✗

Supported Deployment Models​

CRM hosted deployment (requires Cisco Finesse 11.5 or later):

  • Simplex Finesse deployment (non-production environments only)
  • Redundant Finesse deployment with failover mechanism

Cisco Universal Queue (CCE only) (formerly named Ext-MRI)

  • Simplex b+s RoutingAdapter Ext-MRI deployment (non-production environments only)
  • Redundant b+s RoutingAdapter Ext-MRI deployment with failover mechanism

Cisco Universal Queue Routing Options​

Cisco Universal Queue uses the Salesforce Omni Channel and External Routing.

Deployment Nameb+s TecnologyCisco Technology
12.515.0
Cisco Universal Queueb+s Routing Adapter Ext-MRIMR PG✓✓

Voice Recording integration​

The integrated Recording Toolbar supports the following Vendors