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 Finesse minimal requirements
- Cisco Finesse 12.5(1)
- Cisco Finesse 12.6(1) ES03
- Cisco Finesse 12.6(2) ES03 or ES05
Note: Cisco Finesse 12.6(2) ES04 is not supported
Cisco Finesse minimal requirements for Single Sign-On:
- Cisco Finesse 12.0(1) ES4 or newer, SSO only (Hybrid mode is not supported)
- Cisco Finesse 12.5(1) ES1 or newer (Hybrid mode supported)
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
Note: Cisco Finesse minimal requirements for Single Sign-On:
- Cisco CCX/Finesse 11.6(2) ES4
- Cisco CCX/Finesse 12.5(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:
- Compatibility Matrix for Unified CCE: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html
- Software and Hardware Compatibility Guide for Cisco Unified Contact Center Express (Section Cisco Unified IP Phones for Cisco Finesse): https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html
- Release Notes for Cisco Finesse: http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-release-notes-list.html
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 115 or later (stable version)
- Mozilla Firefox 116 or later (stable version)
Salesforce Classic – Service Cloud Console
- Microsoft Edge Chromium (latest stable version)
- Google Chrome 115 or later (stable version)
- Mozilla Firefox 116 or later (stable version)
Note: Incognito or other private browsing modes are not supported
| IE11 | Edge Legacy | Edge Chromium | Chrome | Firefox | Safari 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.
| Abbrev. | b+s / Cisco Technology | Cisco CCE/PCCE + Cisco Finesse | ||||||
|---|---|---|---|---|---|---|---|---|
| 10.x | 11.0 | 11.5 | 11.6 | 12.0 | 12.5 | 12.6 | ||
| Ext-MRI | b+s Media Routing: MR PG Gate (MRI) | ✗ | ✗ | ✓ | ✓ | ✓ | ✓ | ✓ |
*Notes:
- Ext-MRI requires CCE 11.5 or later
Supervisor features
| Required Finesse version | CNX SF CC | |
|---|---|---|
| Team Performance | 10.0* or later | ✓ |
| Active Call Details | 12.0 or later | ✓ |
| Recent Call History | 11.6 or later | ✗ |
| Recent State History | 11.6 or later | ✗ |
| Change State of Agent | 10.0* or later | ✓ |
| Monitor a Call | 10.0* or later | ✓ |
| Barge In on a Call | 10.0* or later | ✓ |
| Intercept a Call | 10.0* or later | ✓ |
| Send Team Message | 12.0 or later | ✓ |
| Queue statistics (CCE only) | 10.0* or later (CCE only) | ✓ |
*Note: CNX SF CC 5.0 only supported with Cisco Finesse 11.0 or later
Voice Recording integration
The integrated Recording Toolbar supports the following Vendors
- Calabrio (Supported versions)
- Verint (Supported versions)