Compatibility Matrix Solidus ECare 8.3

Aastra Telecom Sweden AB Box 5197, SE-121 18 Johanneshov, Sweden Tel +46 8 568 67000 www.aastra.com

Compatibility Matrix

Solidus eCare 7.0 and 8.3

Intelligent Interaction for Excellent Customer Care

Date: 2014-09-23 Doc no.: ASE/SEC/PLM/0004/0/14/EN Author: B. Stenlund

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Contents

1 Introduction .............................................................................................................. 3

1.1 About this document ..................................................................................................................... 3

1.2 Support of software from other vendors ..................................................................................... 3

2 Compatibility with telephony solutions ................................................................. 3

2.1 With OAS ......................................................................................................................................... 3

2.2 With ACS ......................................................................................................................................... 4

3 Compatibility with other solutions ......................................................................... 5

3.1 Other Aastra applications ............................................................................................................. 5

3.2 Microsoft Windows ........................................................................................................................ 5

3.3 Web browsers ................................................................................................................................. 6

3.4 Smartphones and tablets .............................................................................................................. 6

3.5 Server-side virtualization .............................................................................................................. 6

3.6 Voice solutions ............................................................................................................................... 7

3.7 Microsoft SQL Server .................................................................................................................... 7

3.8 Messaging servers ......................................................................................................................... 8

3.9 Messaging clients .......................................................................................................................... 8

3.10 Social media ................................................................................................................................... 8

3.11 Internet Suite .................................................................................................................................. 9

3.12 CRM integrations ........................................................................................................................... 9

3.13 Certified AP partners ................................................................................................................. 10

4 Hardware requirements ......................................................................................... 10

4.1 Server computer requirements ................................................................................................... 10

4.2 User computer requirements ...................................................................................................... 10

4.3 SMS modems ................................................................................................................................ 11

5 Revision history ..................................................................................................... 11

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1 Introduction

1.1 About this document

This document lists compatibility of Solidus eCare and various other products from Aastra and from other vendors. For convenient comparison in upgrading situations, some sections include compatibility information on Solidus eCare versions 7 and 8. This document applies only to the latest revision and service pack of each major Solidus eCare version, which is:

For Solidus eCare 7: Solidus eCare 7.0 Service Pack 8 For Solidus eCare 8: Solidus eCare 8.3 Service Pack 1

Please ensure you have the latest version of this document by visiting InfoChannel. (The date and document number are written on the cover page.) Symbols are used with the following meaning:

Symbol Meaning

Supported configuration

Unsupported configuration

Updates in this edition of the document are highlighted with a line on the left side. This line highlights new paragraphs as well as modified paragraphs. It may also appear inside a table. Only content changes are highlighted; not form changes.

1.2 Support of software from other vendors

The current document specifies a number of supported compatibilities between Solidus eCare and third-party products: operating systems, database servers, messaging servers, and many others. We would like to emphasize the fact that Solidus eCare continues supporting these third-party products only when their manufacturer continues supporting them. Support of Solidus eCare in combination with a given third-party product will stop when the manufacturer of this third-party product ends its support. The fact that a given version of Solidus eCare supports, at installation time, a given third-party product is thus not a guarantee that it will continue supporting it until the end of life of that Solidus eCare version. Note: For the Microsoft products, the end date of the "extended support" is taken into account. However, if paid services need to be asked to Microsoft (like paid support and paid hotfix support), they will be available only if the end-customer pays them. Aastra will never bear such cost.

2 Compatibility with telephony solutions

2.1 With OAS

When Solidus eCare uses OAS, the following compatibilities and limitations apply:

2.1.1 Call managers

General rules: Solidus eCare 7 SP8 is compatible with the following PBX:

MX-ONE TSE 5.0 SP2 or higher

MX-ONE TSE 4.1 SP6 and SP7

MX-ONE TSW SP8

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Solidus eCare 8.3 is compatible with the following PBX:

MX-ONE TSE 6.0

MX-ONE TSE 5.0: o SP2 or higher if using ApplicationLink o SP5 if using X-Link

MX-ONE TSE 4.1 SP6 and SP7

MX-ONE TSW SP8 The latest MX-ONE hotfix should be installed. Limitations with MX-ONE TSE 4.1: When Solidus eCare is connected to an MX-ONE TSE 4.1, the following is not supported:

CSTA III-based CTI connections (X-link)

Progressive dialling Limitations with MX-ONE TSW: When Solidus eCare is connected to an MX-ONE TSW, the following is not supported:

OAS in SIP mode

Desktop Manager or BluStar Agent softphone in SIP mode

CSTA III-based CTI connections (X-link)

Progressive dialling

2.1.2 Agent extension types and telephones

With OAS, each Solidus eCare agent may choose between using the integrated softphone of his BluStar Agent or Desktop Manager client, or using this client in CTI mode to monitor and control another terminal. In the latter case, the supported types of terminals are any combination of extension type and telephone that is compatible with the supported MX ONE versions (including BluStar 8000i), except ISDN extensions. Please note however that, depending on the type of terminal, certain features might be limited in CTI mode:

For some terminals, calls cannot be answered from the BluStar Agent or Desktop Manager client. They have to be answered from the terminal itself.

The same applies in some cases for hanging up calls.

When making a call from BluStar Agent or Desktop Manager, the user can first be prompted to lift the handset of the terminal before the outgoing call is actually placed.

Intrusion features (Assist and Monitor) can be restricted depending on the terminal used by the supervisor.

DTMF digits cannot be sent by BluStar Agent or Desktop Manager when used in combination with some types of terminals

Typical types of terminals having some of these limitations are: cordless DECT, analog, remote extensions, BluStar (except BluStar Agent), AMC, and third-party SIP terminals.

2.2 With ACS

When Solidus eCare 8 uses ACS, the following compatibilities and limitations apply:

2.2.1 Call managers

Solidus eCare 8.3 SP1 has been validated with Cisco UCM version 8.5 or higher.

2.2.2 Agent extension types and telephones

Solidus eCare agents must use the BluStar Agent in softphone mode, which registers to ACS.

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3 Compatibility with other solutions

3.1 Other Aastra applications

This table lists the compatibilities between Solidus eCare and other Aastra applications:

Solidus eCare

7

Solidus eCare 8

Desktop Manager

BluStar Agent/Expert

Enterprise License Manager (ELM) 2.1 SP8

CMG 7.5 directory

CMG 2007 directory

D.N.A. 5.6 directory

D.N.A. 5.5 directory

InAttend 1.0 and 2.0 (Attendant Agent)

3.2 Microsoft Windows

3.2.1 Servers

This table lists the versions of Microsoft Windows that are supported by the server components of Solidus eCare:

Solidus eCare 7

Solidus eCare 8

With OAS With ACS

Microsoft Windows Server 2012 R2 (64-bit)

(except TAPI

Converter and Nuance 8.5)

Microsoft Windows Server 2012 (64-bit)

(except TAPI


Microsoft Windows Server 2008 R2 (64-bit) SP1

(except TAPI Converter and Nuance 8.5)

(except TAPI


Microsoft Windows Server 2008 (32-bit) SP2

(except Nuance 8.5)

(except Nuance 8.5)

Microsoft Windows Server 2003 R2 (32-bit) SP2

Microsoft Windows Server 2003 (32-bit) SP2

Additional restrictions apply:

Solidus eCare Server software is supported only on US English versions of Windows Server.

Solidus eCare Server is supported on the Standard and Enterprise editions of Windows Server.

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With Windows Server 2008, 2008 R2, 2012 and 2012 R2, IIS 6 compatibility must be set up on the web server.

3.2.2 Clients

This table lists the versions of Microsoft Windows that are supported by the client applications of Solidus eCare:

Solidus eCare 7 Solidus eCare 8

Microsoft Windows 8.1, Professional and Enterprise (32-bit and 64-bit)

(except OAS

clients)

Microsoft Windows 8, Professional and Enterprise (32-bit and 64-bit)

(except OAS

clients)

Microsoft Windows 7, Professional and Enterprise (32-bit and 64-bit) SP1

Note: The TAPI Converter is not compatible with 64-bit operating systems.

3.3 Web browsers

The browser tabs feature of the BluStar Agent and BluStar Expert requires Internet Explorer version 8 or higher.

3.4 Smartphones and tablets

As the Mobile Agent and Mobile Supervisor applications are pure web applications, they should support the majority of mobile operating systems and browsers. The only exception that we are aware of today is Android 2.x, which is not supported.

3.5 Server-side virtualization

Solidus eCare server components may be virtualized and made redundant using the following solutions:


ESXi 4.1.0 ESXi 5.x ESXi 4.1.0 ESXi 5.x

Single-host virtualization 1 with VMware

VMware High Availability

VMware Fault Tolerance

VMware vMotion

1 Single-host virtualization is when the virtual machine is always hosted on the same ESXi server.

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3.6 Voice solutions

Solidus eCare is compatible with the following voice solutions:

Solidus eCare 7

Solidus eCare 8

With OAS With ACS

VoiceXML 2.1 2

Allows any VoiceXML-compliant external application controlling the IVR dialogue

(requires Nuance 9)

Nuance 9:

Nuance License Manager 11.4D

Nuance Recognizer 9.0.18 and language packs

Nuance Speech Server 5.1.5 and Client 5.1.5

Nuance Vocalizer for Network 5.0.5 and voice packs

Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) engine

Nuance 8.5:

Nuance 8.5

Nuance Vocalizer 4.0

ScanSoft RealSpeak 4.0

Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) engine

for upgrades

from previous product

releases; for a new installation

Important: Nuance has stopped supporting Nuance 8.5. Solidus eCare still supports it to the extent written above, but in case of problem caused by Nuance, upgrading to Nuance 9 will be required.

Intel Dialogic SR 6.0 3 Driver software for Dialogic boards

3.7 Microsoft SQL Server

Solidus eCare relies on Microsoft SQL Server for its databases. The supported versions of SQL Server are:


SQL Server 2014 (64-bit)

SQL Server 2012 (64-bit) SP2

SQL Server 2008 R2 (64-bit) SP2

SQL Server 2008 (32/64-bit) SP3

SQL Server 2005 SP4

For the Solidus eCare Multimedia start package, a non-Express edition of SQL Server is recommended.

2 Some limitations exist to the VoiceXML 2.1 compatibility. See the VoiceXML applications document for more

details. 3 With SU243 for Windows 2008 Server or SU211 for Windows 2003 Server.

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Note: As Solidus eCare server software is supported only on the US English version of Windows Server, if the SQL Server is installed on the same host as the Solidus eCare server software, it too must be the English-language version. This is in accordance with Microsoft specifications that state that a localized SQL Server must be the same language as the Windows Server that it is installed on.

3.8 Messaging servers

For e-mail integration, Solidus eCare is compatible with the following messaging servers:


Microsoft Exchange 2013




Lotus Domino 8.5

3.9 Messaging clients

Outlook or Notes messaging clients are used on the Solidus eCare server if the contact centre manages incoming e-mails, and on the agents computer for Desktop Manager, BluStar Agent or BluStar Expert to include Outlook or Notes contacts in directory listings.


Server + Desktop Manager

Server + Desktop Manager

BluStar Agent + BluStar Expert

Microsoft Outlook 2013 (32-bit)




Lotus Notes 8.5

3.10 Social media

Solidus eCare 8 social media plug-in can connect to the following social networks and accounts:

Facebook business pages

Twitter accounts Important: This plug-in depends on services and interfaces provided by Facebook and Twitter, which are not under our control. Should Facebook or Twitter change significantly or cease offering these services, then Aastra will not be liable for malfunction. (This is the reason why we dont offer perpetual licenses for the social media plug-in.)

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3.11 Internet Suite

For the Internet Suite solution, additional requirements apply:

Solidus eCare 7

Solidus eCare 8

New Atlanta ServletExec 6.0 Necessary for the chat function of the Internet Suite

JDK 6.0 (latest update) Necessary for the chat function of the Internet Suite

SAP Crystal Reports 8.x Professional or Developer edition

Optional - for the historical reporting function of the Internet Suite

3.12 CRM integrations

This section lists the CRM software that has been verified with Solidus eCare.

3.12.1 Siebel CRM

Solidus eCare is compatible with the following versions of Siebel CRM:


Siebel 8.1

Siebel 8.0

Siebel 7.8

Siebel 7.5

3.12.2 SAP CRM

Solidus eCare is compatible with the following versions and interfaces of SAP CRM:

Solidus eCare 7

Solidus eCare 8

SAP CRM 7.0

Server-side integration for use with SAPs web-based application

SAP CRM 6.0

SAP CRM 5.0

SAP CRM 4.0

SAPPhone 3.x For desktop-side integration

BAPI Server-side integration: Access to SAP Business Objects, from within the Script Manager, via RFC (Remote Function Calls)

3.12.3 Other CRM systems

For other CRM systems, we will typically suggest our general-purpose integration points. These are:

Script Designer for server-side integration of database access and custom software

For agent-side integration: o COM/.NET interface for BluStar Agent o DDE and COM interfaces for Desktop Manager

Agent Service Open API for server-side integration

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Please refer to the product documentation for details on the information and the operations that are available via these interfaces.

3.13 Certified AP partners

The Aastra Approval Partner Program (AP) provides a platform for partner companies to leverage our focus on open standards and interfaces, and integrate with Aastra products and partners in a controlled environment. Being certified together with Solidus eCare, the following product has achieved the highest level of partnership:

Certified product Main purpose Solidus eCare

version

Cention Contact Center 3.2 Multimedia ticketing system with Social Media integration

8.2/8.3

Please consult InfoChannel AP for the list of partners of the MX-ONE and Aastra 700 solutions and/or partners with a lower level of partnership.

4 Hardware requirements

4.1 Server computer requirements

The following minimum requirements apply for a full Solidus eCare 7 or 8 installation:

CPU Performance Intel Core 2 Duo E7400 2.8 GHz

Or equal or better performance on other architecture

Memory 4GB In addition to OS memory needs

Disk, OAS Disk 16 GB The space will be used mainly for log files and the performance database

Disk, rest of system 10 GB The space will be used mainly for log files

Disk, SQL Database See product documentation for calculation guidance

Monitor resolution 1024x768

The complexity of the configuration, the system size, and the load on the system determines whether higher performance and/or additional servers are required. Please refer to the product documentation for dimensioning guidelines.

4.2 User computer requirements

The following minimum figures apply for a full Solidus eCare 7 or 8 client installation, including all available functions:

CPU Performance Intel Core 2 Duo E4300 1.8 GHz

Or equal or better performance on other architecture

Memory 2 GB In addition to OS memory needs

Disk 15 GB For application software and log files

Monitor resolution 1024x768 Recommendation

One available communication port is needed to connect to an external physical wall display.

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4.3 SMS modems

Any SMS modem that supports SMS AT commands in text mode can be used. PDU mode is not supported. The SMS modem should either have a COM port series port interface or a virtual COM port via USB.

5 Revision history 0/33 Update for Version 7, service pack 2.

0/35 Update on support of 675xi series telephones

0/36 Editorial corrections only.

0/37-38 March 2011 Update for Version 7, service pack 3. Version 6 supported with MX-ONE

4.1, and MX-ONE 3.2 SP5.

0/39-40 March 2011 Additional info on phones for NOW+DM integration. Update for MX-ONE

4.1 SP2.

0/41-43 April 2011 Update for Solidus eCare 7, service pack 3

0/44-47 June 2011 Update for Solidus eCare 6, service pack 5

0/48 January 2012 Update for Solidus eCare 7, service pack 4

0/49 March 2012 Update for Solidus eCare 8

0/1 May 2012 New document number

0/2 July 2012 Updates for Solidus eCare 8.x and MX-ONE 5.0

0/3

0/4

Sept 2012

Oct 2012

Updates for Solidus eCare 8.1

Updates regarding Trade compliance and other

0/5

0/6

0/7

Nov 2012

Dec 2012

April 2013

Many updates for Solidus eCare 8.1 and 7.0 SP5

Updates for Solidus eCare 7.0 SP6 (Windows 8 support + MX-ONE

service packs)

Updates for Solidus eCare 8.2; consistency verified with older release

notes; revamping

0/8 May 2013 Updates for Solidus eCare 7.0 SP7 (MX-ONE 5.0 SP2, ESXi 5); ELM SP8;

Nuance 8.5; non-Express editions of SQL Server; Lotus Notes

0/9 August 2013 Update for MX-ONE 5.0 SP3

0/10 Sept 2013 Update for Solidus eCare 8.2 SP1 (Removed X-Link restriction for MX-

ONE 5.0 SP3); Added SP1 of Windows 7; Added BluStar 8000i for agents

0/11 Oct 2013 No limitation for BluStar 8000i anymore

0/12 Nov 2013 Solidus eCare 7.0 SP8; Internet Explorer 8+; No D.N.A for BluStar

Agent/Expert; Added certified AP partners

0/13 March 2014 Updates for Solidus eCare 8.3; Added VMware 5.x support; Added

Windows 8.1; Clarified support of software from other vendors; Added

limitations depending on type of terminal; Removed Windows XP;

Removed support of clustering

0/14 Sept 2014 Updates for Solidus 8.3 SP1: Windows 2012 R2, Exchange 2013,

Outlook 2013 and SQL 2014 added.

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1 Introduction1.1 About this document1.2 Support of software from other vendors

2 Compatibility with telephony solutions2.1 With OAS2.1.1 Call managers2.1.2 Agent extension types and telephones

2.2 With ACS2.2.1 Call managers2.2.2 Agent extension types and telephones

3 Compatibility with other solutions3.1 Other Aastra applications3.2 Microsoft Windows3.2.1 Servers3.2.2 Clients

3.3 Web browsers3.4 Smartphones and tablets3.5 Server-side virtualization3.6 Voice solutions3.7 Microsoft SQL Server3.8 Messaging servers3.9 Messaging clients3.10 Social media3.11 Internet Suite3.12 CRM integrations3.12.1 Siebel CRM3.12.2 SAP CRM3.12.3 Other CRM systems

3.13 Certified AP partners

4 Hardware requirements4.1 Server computer requirements4.2 User computer requirements4.3 SMS modems

5 Revision history

Compatibility Matrix Solidus ECare 8.3

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