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Compatibility Matrix

This page contains information on b+s Connects for ServiceNow compatibilities.

Operating System​

The b+s Connects for ServiceNow application runs completely on the ServiceNow platform. Consequently, no additional server is required.

Browser​

  • Microsoft Edge (Chromium based), most recent stable version
  • Google Chrome, most recent stable version
  • Mozilla Firefox, most recent stable version
info

Incognito or other private browsing modes are not supported.

ServiceNow Editions​

b+s Store ReleaseWashington DCXanaduYokohama
Albatross (4.13)❌❌❌
Buffalo (5.1)✅✅❌
Cheetah (5.7)✅✅✅

ServiceNow UI Support​

b+s Store ReleaseUI16Agent WorkspaceNext Experience
Albatross (4.13)✅✅✅ (with limitations)
Buffalo (5.1)✅✅✅
Cheetah (5.7)✅❌✅
info

No configuration change is needed in order to use a different ServiceNow User Interface.

Advanced Work Assignment (AWA)​

b+s Store ReleaseWashington DCXanaduYokohama
Albatross (4.13)❌❌❌
Buffalo (5.1)✅✅❌
Cheetah (5.7)✅✅✅

Cisco Finesse​

b+s Store Release11.612.012.512.6
Albatross (4.13)✅✅✅✅
Buffalo (5.1)❌✅✅✅
Cheetah (5.7)❌✅✅✅
info

Cross-Origin Resource Sharing (CORS) must be enabled, depending on the Cisco Finesse version in use.

caution
  • Finesse 11.6(1) - CORS Issue
    • b+s Connects for ServiceNow does not work in UCCE 11.6(1) ES1, ES2 or ES3
      Cisco bug: CSCvm49827, Finesse 11.6 ES3 Cross Origin OPTIONS request on USER API fails with 403 error.
      ✅ Fixed in: UCCE 11.6(1) ES4 (released 2018-09-17)
  • UCCX 11.6(2) - CORS Issue
    • b+s Connects for ServiceNow does not work in UCCX 11.6(2) and UCCX 11.6(2) ES1
      Cisco bug: CSCvm86094, UCCX 11.6(2) / ES1 patch PUT OPTIONS call fails with 403 errors.
      ✅ Fixed in: UCCX 11.6(2) ES2 (released 2018-12-15)
  • Minimal requirements for Single Sign-On (SSO) with CCE
    • Cisco Finesse 11.6(1) ES10, SSO only (Hybrid mode is not supported)
    • Cisco Finesse 12.0(1) ES4, SSO only (Hybrid mode is not supported)
    • Cisco Finesse 12.5(1) ES1 (Hybrid mode supported)
  • Minimal requirements for Single Sign-On (SSO) with CCX
    • Cisco UCCX/Finesse 11.6(2) ES4
    • Cisco UCCX/Finesse 12.0(1)
    • Cisco UCCX/Finesse 12.5(1)

Call Recording​

The following 3rd party call recording products are supported:

b+s Store ReleaseCalabrio On-PremCalabrio CloudVerint
Albatross (4.13)✅❌✅
Buffalo (5.1)✅❌✅
Cheetah (5.7)✅❌✅

Calabrio​

Supported versions​

  • Calabrio on-prem 11.5

Note​

  • Supported in Cisco CCE and CCX deployments
  • For Calabrio on-prem, a Field Certification is required from Calabrio.
  • This integration requires Calabrio ONE Authentication to be enabled.

Verint​

Supported versions​

  • Verint 15.2

Note​

  • Supported in Cisco CCE and CCX deployments

Miscellaneous​

Load balancers​

b+s Connects for ServiceNow does not support load balancers. For more information, please visit the corresponding Knowledge Article in our Knowledge Base

Virtualized environments​

b+s Connects for ServiceNow is not tested in a virtualized environment. For more information, please visit the corresponding Knowledge Article in our Knowledge Base