SAP CONTACT CENTER 7.0 COMPATIBILITY LIST Software version 7.0 SP7 and above 29 August 2014 © SAP AG ©SAP AG 2007 © Copyright 2014 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, Informix, i5/OS, POWER, POWER5, OpenPower and PowerPC are trademarks or registered trademarks of IBM Corporation. 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Nothing herein should be construed as constituting an additional warranty. 3 1.7.2 IP-PBX and UC systems Telecom operator provided SIP trunks 24 24 4 Sample SAP Contact Center Servers 25 4.4 1.5 1.1 1.1 4.1.7.7.1 1.10.2 1.6 Voice over IP gateways SIP session border controllers Telecom operator provided SIP trunks Client workstations 7 8 8 9 1.8 1.4 1.1.10 SIP desk phones Mobile phones Other 18 21 21 1.6.1 1.2 2.1 1.4 1.10.2 Windows Server 2008 Standard and Enterprise Editions 64-bit systems Windows Server 2012 Standard and Windows Server 2012 R2 Standard 4 5 1.2 4.5 USB handsets Wireless handsets USB headsets Wireless headsets USB adapters for analog headsets 12 12 13 14 17 1.7.10.2 SQL Server 2008 and SQL Server 2008 R2 64-bit Standard Editions SQL Server 2012 64-bit Standard Edition 6 6 1.4 Wireless handsets / IP phones IP-PBX and UC systems Telecom operator provided SIP trunks Virtualization solutions 23 23 23 23 3 SAP Contact Center user verified products 24 3.7 USB devices 11 1.3 Windows Vista Enterprise Windows 7 Professional and Enterprise Windows 8 Pro and Enterprise 9 9 10 1.2 1.10.TABLE OF CONTENTS 1 SAP CONTACT CENTER certified products 4 1.6.3 1.2 1.9 1.10.1 2.2 SQL Servers 6 1.6.3 Small in-house setup using Windows Server 2008 Basic service provider setup using Windows Server 2008 Service provider setup with SAN using Windows Server 2008 25 26 27 The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 3 (27) .SAP CONTACT CENTER COMPATIBILITY LIST.7.1 1.2.6 Analog adapters and gateways Cameras Outbound Predictive Dialer Fax SMS SIP Integrated IVR 21 21 21 22 22 22 2 SAP Contact Center compatible products 23 2.5 1.3 1.2.3 2.1 3.10.1 Windows Servers 4 1. 1.1. Compatible product means that the product can be used with SAP Contact Center (SAP CCtr.1. NOTE! There is a separate SAP CONTACT CENTER Compatibility List for the Cloud Edition.g. Minimum setup One 2.microsoft. This applies also to Windows Server 2008 R2 respectively.aspx?sort=PN&alpha=Windows+Server+2008&Filter=FilterNO) See also SAP Note http://service.com/sap/support/notes/1177282 “End of Support for SAP Releases Using Microsoft Products” The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 4 (27) . More information about Windows Server 2008 editions and edition comparison tables can be found from Microsoft. One or more multicore 2.aspx Support Lifecycle Microsoft Mainstream support end date is 13. multiline (e. the following recommendations apply. such as the standard edition not supporting clusters and hot swappable components.2015 Microsoft Extended support end date is 14. formerly SAP BCM) but it does in no way mean that all the features of the product are supported.SAP CONTACT CENTER COMPATIBILITY LIST.CERTIFIED PRODUCTS 1 SAP CONTACT CENTER certified products Certified indicates that SAP Labs or a technology partner has tested the product and that SAP Labs strives to maintain the compatibility. such as video calls.0 GHz or faster x64-based CPUs 4 gigabytes (GB) of RAM or more if several SAP CCtr components are running on the same server 60 gigabytes (GB) or more of disk space if several SAP CCtr components are running on the same server Redundant hot pluggable and fast RAID disks or SAN based fault tolerant storage One or more 1000 Mbps network interface cards Hot pluggable redundant power supplies Hot pluggable redundant ventilators Additional requirements English version of Windows Server 2008 See also: http://technet. various indicators. It can also be used as SQL Server platform for SAP Contact Center with some restrictions that are mostly redundancy related. mobile and PC) support and others.com/en-us/windowsserver/bb414778. In general.1 Windows Servers 1.sap.microsoft.1.com/lifecycle/search/default.2020 (http://support.0 GHz x86 or x64 based CPU 2 gigabytes (GB) of RAM 40 gigabytes (GB) of disk space One 100 Mbps network interface card Recommended setup (minimum setup with the following modifications) The recommended setup depends on the load and the server role and needs to be determined case by case.1 Windows Server 2008 Standard and Enterprise Editions 64-bit systems Suitability and special notes Windows Server 2008 Standard edition can be used as SAP Contact Center Application Server platform. More information about Windows Server 2012 editions and edition comparison tables can be found from Microsoft.aspx?sort=PN&alpha=Windows+Server+2012&Filter=FilterNO) See also SAP Note http://service.com/en-us/library/dn303418. This applies also to Windows Server 2012 R2 respectively.aspx and http://technet.microsoft.0 GHz x86 or x64 based CPU 2 gigabytes (GB) of RAM 40 gigabytes (GB) of disk space One 100 Mbps network interface card Recommended setup (minimum setup with the following modifications) The recommended setup depends on the load and the server role and needs to be determined case by case.1. Minimum setup One 2.2 Windows Server 2012 Standard and Windows Server 2012 R2 Standard Suitability and special notes Windows Server 2012 Standard edition can be used as SAP Contact Center Application Server platform.aspx Support Lifecycle Microsoft Mainstream support end date is 9.1.microsoft. One or more multicore 2.microsoft.com/lifecycle/search/default.1.com/sap/support/notes/1177282 “End of Support for SAP Releases Using Microsoft Products” The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 5 (27) .2023 (http://support. Windows Server 2012 is recommended for new installations.0 GHz or faster x64-based CPUs 4 gigabytes (GB) of RAM or more if several SAP CCtr components are running on the same server 60 gigabytes (GB) or more of disk space if several SAP CCtr components are running on the same server Redundant hot pluggable and fast RAID disks or SAN based fault tolerant storage One or more 1000 Mbps network interface cards Hot pluggable redundant power supplies Hot pluggable redundant ventilators Additional requirements English version of Windows Server 2012 See also: http://technet.CERTIFIED PRODUCTS 1.2018 Microsoft Extended support end date is 10.SAP CONTACT CENTER COMPATIBILITY LIST. the following recommendations apply.sap.com/en-us/library/jj134246. In general. 2 SQL Servers 1.2022 (http://support.2019 (http://support.microsoft.0 GHz or faster x64-based CPUs 16 gigabytes (GB) of RAM or even more if the databases are (estimated) big 500 gigabytes (GB) or more of disk space Clustering and backup solutions in compliance with SLA and DR requirements.aspx?sort=PN&alpha=SQL+Server+2008&Filter=FilterNO ) See also SAP Note http://service. One or more multicore 2.com/lifecycle/search/default.7.aspx Support Lifecycle Microsoft Mainstream support end date is 11.microsoft.SAP CONTACT CENTER COMPATIBILITY LIST.2 SQL Server 2012 64-bit Standard Edition Suitability and special notes SQL Server 2012 is recommended to be run on Windows Server 2012 R2.2017 Microsoft Extended support end date is 12.sap.microsoft.com/en-us/library/ms143506(SQL.105).microsoft. This applies also to SQL Server 2008 respectively. 64-bit systems are recommended because they able to address a maximum of 64 gigabytes of memory. Additional requirements English version of SQL Server 2012 See also: http://msdn.2.7.2014 Microsoft Extended support end date is 9.110).com/sap/support/notes/1177282 “End of Support for SAP Releases Using Microsoft Products” The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 6 (27) . the following recommendations apply.com/sap/support/notes/1177282 “End of Support for SAP Releases Using Microsoft Products” 1. Additional requirements English version of SQL Server 2008 See also: http://technet. Minimum setup The minimum setup for the Windows server Recommended setup (minimum setup with the following modifications) The recommended setup depends on the load and the estimated database size and needs to be determined case by case.com/lifecycle/search/default. the following recommendations apply.1 SQL Server 2008 and SQL Server 2008 R2 64-bit Standard Editions Suitability and special notes SQL Server 2008 R2 is recommended to be run on Windows Server 2008 R2. In general.2. One or more multicore 2. Minimum setup The minimum setup for the Windows server Recommended setup (minimum setup with the following modifications) The recommended setup depends on the load and the estimated database size and needs to be determined case by case.com/en-us/library/ms143506(v=sql.7. In general.sap. 64-bit systems are recommended because they able to address a maximum of 64 gigabytes of memory.aspx Support Lifecycle Microsoft Mainstream support end date is 8.7.CERTIFIED PRODUCTS 1.aspx?sort=PN&alpha=SQL+Server+2012&Filter=FilterNO ) See also SAP Note http://service.0 GHz or faster x64-based CPUs 16 gigabytes (GB) of RAM or even more if the databases are (estimated) big 500 gigabytes (GB) or more of disk space Clustering and backup solutions in compliance with SLA and DR requirements. 0 and earlier. A VWIC module with 1 or 2 E1 or T1 ports and a required number of PVDM (DSP) modules are installed on the NM-HDV module.729a/b) or six calls using a high complexity CODEC (G. One PVDM-12 module is capable of running twelve calls using medium complexity CODEC (G.CERTIFIED PRODUCTS 1. AudioCodes H.711.SAP CONTACT CENTER COMPATIBILITY LIST.729). UC Li EOL EOL Digital media gateway Replaced by Mediant 1000 B EOL 1) NM-HDV is a High Density Voice Network Module that can be installed in a Cisco multiservice Modular Access router.3 Voice over IP gateways Product Manufacturer SIP Dialogic 2030DTI Dialogic 2060DTI Dialogic 2120DTI Dialogic Dialogic Dialogic X X X Mediant 800 Mediant 1000 B Mediant 2000 AudioCodes AudioCodes AudioCodes X X X 3925-V/K9 3925E-V/K9 3945-V/K9 3945E-V/K9 EOL Products 2901 2911 2921 2951 IP 6000 IP 3000 IP 3000 DD Mediant 600 Mediant 1000 (1 NM-HDV Cisco Cisco Cisco Cisco Cisco Cisco Cisco Cisco Innovaphone Innovaphone Innovaphone AudioCodes AudioCodes Cisco H323 Ports min 1 2 4 Ports max 1 2 4 1 1 2 2 4 16 X X X X 2) 2) 2) 2) 2) 2) 2) 2) X X X X X 1) 2) 1) 2) 1) 2) 1) 2) 2 1 2 1 1 1 2 1 2 2 4 2 X X X (3 X (3 X X X X X(3 X Remark Digital media gateway Digital media gateway Digital media gateway Cisco 3925 voice bundle. configurations and capacities. G.323 is not available for purchase since 2012. 3) Available in software version 5. PVDM3-64. 2) The compatibility of 2900 and 3900 series routers are tested with Cisco 3925-V/K9 (SIP) and the compatibility of other models is based on similarity. Contact your Cisco dealer for more information about Cisco products. The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 7 (27) . The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 8 (27) . Colt SIP trunk software version 8.4 SIP session border controllers AudioCodes AudioCodes AudioCodes AudioCodes AudioCodes AudioCodes Min Capacity 5 5 5 100 252 250 Max Capacity 250 250 150 600 1008 5000 Mediant 9000 SBC AudioCodes 2000 16000 Mediant VE SBC AudioCodes 25 2000 Mediant SE SBC AudioCodes 250 16000 Product Manufacturer Mediant 500 E-SBC Mediant 800 E-SBC Mediant 1000 E-SBC Mediant 2600 E-SBC Mediant 3000 E-SBC Mediant 4000 E-SBC Version Remark Future firmware versions to support higher capacities Future firmware versions to support higher capacities Future firmware versions to support higher capacities 1.com for detailed information about.2011 End of Sales 1. 2821.4.2011 See www. Configuration notes are available on AudioCodes web pages. 1. required memory amounts and minimum IOS versions. 2851 3640/A 3660 3725 3745 3825 3845 Max T1 ports 2 2 5 12 4 8 4 8 Max T1 voice channels 48 48 96 288 96 192 96 192 Max E1 ports 2 2 4 10 4 8 4 8 Max E1 voice channels 60 60 96 300 120 240 120 240 Remark EOL EOL EOL EOL EOL EOL End of Sales 1. configuration. ports and voice channels supported Max NMHDVs 1 1 3 6 2 4 2 4 Modular Access router 2600/XM.cisco.SAP CONTACT CENTER COMPATIBILITY LIST.11.11.5 Telecom operator provided SIP trunks Product SIP trunk Manufacturer Remark Colt Certified by AudioCodes in March 2014 using AudioCodes SBC in front of SAP CCtr.4 Fax excluded. 2691 2811.CERTIFIED PRODUCTS Supported routers and the maximum number of NM-HDAs. for example. com/lifecycle/search/default.4.4.0 or 9.com/sap/support/notes/1177282 “End of Support for SAP Releases Using Microsoft Products” 1.sap.6.microsoft.com/kb/919183 Support Lifecycle Microsoft Mainstream support end date was 10.0) Microsoft Internet Explorer 7.6.0 or 8.0) 32-bit Microsoft Internet Explorer 8.2012 Microsoft Extended support end date is 11. unless MTD mode is used. A sound card for playing the ringing tone on the PC speaker (optional) See also: http://windows.SAP CONTACT CENTER COMPATIBILITY LIST.microsoft. Call controls (such as hook switch and mute) on the USB device (optional).CERTIFIED PRODUCTS 1. Call controls (such as hook switch and mute) on the USB device (optional).1 Windows Vista Enterprise Minimum setup PC with 1-GHz (x86) processor 1 gigabytes (GB) of RAM 40 gigabytes (GB) of disk space Video adapter and monitor with the resolution 1024 x 768 Keyboard and mouse or some other pointing device 10 Mbps network interface card 1 free USB port (version 2.aspx?alpha=Vista) See also SAP Note http://service.6 Client workstations 1.2 Windows 7 Professional and Enterprise Minimum setup PC with 1-GHz 32-bit (x86) or 64-bit (x64) processor 1 gigabytes (GB) of RAM (32-bit) or 2 gigabytes (GB) of RAM (64-bit) 16 gigabytes (GB) of disk space (32-bit) or 20 gigabytes (GB) of disk space (64-bit) Video adapter and monitor with the resolution 1024 x 768 Keyboard and mouse or some other pointing device 10 Mbps network interface card 1 free USB port (version 2.com/en-us/windows7/products/system-requirements Support Lifecycle The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 9 (27) .microsoft.0 or Internet Explorer 10 with the familiar user experience (not with the new Windows UI) Recommended setup (minimum setup with the following modifications) 100/1000 Mbps network interface card Additional requirements A USB audio device with a microphone and a speaker is required.2017 (Source http://support. A sound card for playing the ringing tone on the PC speaker (optional) See also: http://support. unless MTD mode is used.0 Recommended setup (minimum setup with the following modifications) 100/1000 Mbps network interface card Additional requirements A USB audio device with a microphone and a speaker is required. A sound card for playing the ringing tone on the PC speaker (optional) See also: http://windows.SAP CONTACT CENTER COMPATIBILITY LIST.CERTIFIED PRODUCTS Microsoft Mainstream support end date was 13.com/en-us/windows-8/system-requirements NOTE! Windows 8 desktop UI is supported.microsoft.aspx?sort=PN&alpha=windows+8) See also SAP Note http://service.3 Windows 8 Pro and Enterprise Minimum setup PC with 1-GHz 32-bit (x86) or 64-bit (x64) processor with support for PAE.6.0) Internet Explorer 10 with the familiar user experience (not with the new Windows UI) Recommended setup (minimum setup with the following modifications) 100/1000 Mbps network interface card Additional requirements A USB audio device with a microphone and a speaker is required.com/lifecycle/search/default.aspx?alpha=windows+7) See also SAP Note http://service. Call controls (such as hook switch and mute) on the USB device (optional).com/lifecycle/search/default.sap.microsoft.2015 Microsoft Extended support end date is 14.2023 (Source http://support.1.microsoft.sap. not Windows 8 modern UI. Support Lifecycle Microsoft Mainstream support end date was 9. NX and SSE2 1 gigabytes (GB) of RAM (32-bit) or 2 gigabytes (GB) of RAM (64-bit) 16 gigabytes (GB) of disk space (32-bit) or 20 gigabytes (GB) of disk space (64-bit) Video adapter and monitor with the resolution 1024 x 768 Keyboard and mouse or some other pointing device 10 Mbps network interface card 1 free USB port (version 2.com/sap/support/notes/1177282 “End of Support for SAP Releases Using Microsoft Products” The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 10 (27) .1. unless MTD mode is used.1.1.2020 (Source http://support.2018 Microsoft Extended support end date is 10.com/sap/support/notes/1177282 “End of Support for SAP Releases Using Microsoft Products” 1. msi are obsolete but included to support old devices.msi and terminal_HS_Plantronics.msi based adaptation. terminal_HS_USBHID.msi or terminal_HS_PlantronicsV2. The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 11 (27) . Wireless devices usually require that SAP Contact Center opens the audio path between the cradle and the device when a call begins and that SAP Contact Center closes the audio path when the call ends. This is used in SAP BCM 6 and SAP Contact Center7 until SP4 and this method is a predecessor to terminal_HS_USBHS. such as. When appropriate. Recommendation: Do not install terminal_HS_xxx. such as open line and close line. This method reads HID descriptors from the device to obtain information about available controls and how to use them and doesn’t use ini –files. - Terminal_HS_USBHS. wireless devices usually require that an appropriate adaptation module is installed.msi based adaptation.ini file. at a minimum. which provide controls. See the USBHID column in the compatibility tables for respective devices. these devices don’t need any SAP Contact Center adaptation module and.msi files that are not needed. for example. their key features and the adaptation module supporting the logical HID device. selection rules are configured in a handset.7 USB devices Most USB devices used with SAP Contact Center contain logically three different devices. it may also include additional functionality. for example.msi. directly via audio services provided by the operating system. Terminal_HS_GNNetcom. The audio path control is done using the HID device and thus.msi. This method is obsolete but included to support existing installation base. NOTE! Up till SAP Contact Center7 SP5 only one of these alternative methods should be used on any workstation. For example. From SAP Contact Center7 SP6 and onwards more than one of the above terminal_HS_xxx. that is. SAP Contact Center adaption modules for supported devices are available as Windows installer files. See remarks in the compatibility tables for respective devices. These are - sound playback (speaker) - sound capture (microphone) - Human Interface device (HID) SAP Contact Center uses any audio devices. This kind of functionality is usually unnoticed by users and perceived as being part to the hook-off or hook-on event. Call control in the following tables refer to. rejecting an incoming call is in most cases possible only by using controls in CDT. - Ini file and terminal_HS_HIDHS. hook-off and hook-on for answering and terminating calls.msi based adaptation.msi files can be used. which obtain the information in the ini file and more directly from the device. All call control events are not supported by all devices. - SDK based adaptation modules terminal_HS_GNNetcom.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS 1. mute.msi. SAP Contact Center adaptation modules enables usage of HID devices. open audio path and close audio path. The compatibility tables list compatible USB devices. speakers and microphones. In this case. In most cases. This is supported since SAP Contact Center7 SP4 and is generally the recommended alternative. terminal_HS_Plantronics. hook switch. corded USB audio devices work without any adaptation module being installed. 2.7.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS X X DIAL 550 SPEAK 410 SPEAK 510 Jabra Jabra Jabra X X X X (3 X (3 X VX-200 EOL Products Vitelix Polycom X X (3 CX200 X MCD100 Plantronics X (2 X (3 (3 X (b X X X X X USBHID Polycom HID CX100 Mute Manufacturer Dial-pad Product Call control Volume ctrl 1.7. no dial-pad. Available only at Cisco resellers. It is possible to answer and dial calls with the handset placed in the cradle. X Requires SAP CCtr SP7 X Not supported when Office Communicator is installed. Not tested on Windows XP 1) Device volume control complies with CDT (audio) 2) Device volume control affects CDT wave 3) Device volume control does not affect CDT volume settings The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 12 (27) .2 Wireless handsets Remark X 1. Lifting off the handset from the cradle does not cause digits previously entered in CDT to be sent. audio will not be (well) heard as the device is not a speaker phone. 4. Adjusting volume will bring up the Windows (B&W) on-screen volume bar but it will not adjust the Windows volume. ctrl Product Call control 1. Speaker phone / audio only device. 3. A hook-off in CDT is required to fire the call X (3 X D USBHID X HID Jabra B/D Handset 450 Mute Manufacturer Volume. In this case.1 USB handsets X USB speaker phone with dial-pad X USB Speaker phone. 5. EOL 1) Device volume control complies with CDT (audio) 2) Device volume control affects CDT wave 3) Device volume control does not affect CDT volume settings a) b) Remark Requires driver Dialed digits are sent to CDT. 48 or later FW 1.3 USB headsets X X X X X X Remark FW 2. SAP CCtr 7 SP2. Replacement – Balckwire C210 EOL. (5 Plantronics Plantronics Plantronics Plantronics X X X X (3 X (3 X (3 X (3 X (4 HW251N-USB Audio 615M Audio 630M Plantronics Plantronics Plantronics X (3 X (3 X (3 X X X GN 2000 USB GN 2100 USB GN 5025 GN 5035 BIZ 620 mono/duo GN Netcom GN Netcom GN Netcom GN Netcom Jabra X (3 X (3 X (3 X X X X PC35 Sennheiser X (5 X (4 X (4 X (4 X (5 (5 (5 X EOL EOL. SAP CCtr 7 SP2. SAP CCtr 7 SP2.5 or later USB version 144 and above. SAP CCtr 7 SP2.47 or later FW 2. Replacement – Blackwire C220 EOL EOL EOL X X 1) Device volume control complies with CDT (audio) 2) Device volume control affects CDT wave 3) Device volume control does not affect CDT volume settings 4) CDT and device MUTE are synchronized EOL The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 13 (27) . (5 Plantronics Plantronics (3 X X X (3 X X X (2 (4 (5 X (4 X X (5 (4 X Requires SAP CCtr 7 SP5.12 or later FW 0.7. USB version 144 and above.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS X X X X X X X200 VXI EOL Products Blackwire 200 Series C210 C220 Blackwire 400 Series C420 C420-M Blackwire 600 Series C610 C610-M C620 C620-M X (3 X X X X X USBHID Jabra Jabra Jabra Jabra Jabra Jabra HID BIZ 2300 USB BIZ 2400 USB OC UC Voice 150 UC Voice 250 UC Voice 550 UC Voice 750 Blackwire 400 Series C435 C435-M VXI Mute Manufacturer Volume ctrl Product Call control 1. (5 Plantronics Plantronics X X (3 X (3 X (4 (5 X (4 X (5 USB version 144 and above. Tested only with Windows 7. (5 Plantronics Plantronics X X (3 X (3 X (4 (5 X (4 X (5 USB version 144 and above. msi wizard) and Plantronics Enterprise Software SDK version 2. not using the LINK 360 BT adapter.6 and above.7.74 Headset firmware 19. Calls are not answered by lifting headset off base Incoming calls cannot be rejected from base or headset Number entered in CDT cannot be dialed from headset X X X X X X Remark Calls are not answered by lifting headset off base Incoming calls cannot be rejected from base or headset Number entered in CDT cannot be dialed from headset X X X X (5 X (4 D (5 X (4 D (5 (5 Plantronics Plantronics X X (3 X (3 X (4 X (4 X D D (5 (5 Base firmware 19.jsp.4.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS 5) Requires installation of terminal_HS_PlantronicsV2.msi (also installable with the terminal. Plantronics Plantronics Plantronics Plantronics Plantronics Plantronics Plantronics (3 (4 X X X X X X X X (3 X (3 X (3 X (3 X (3 X (3 X X (4 X (4 X (4 X (4 X (4 X (4 X X X (3 (4 D D D D D D D (5 (5 (5 (5 (5 (5 (5 (5 Plantronics Plantronics X (3 X X (4 X B B (5 (5 USB version 633 and above. Motion Office Jabra X X (3 Pro 930 Jabra X X (3 Pro 935 Jabra X X (3 Pro 9450 Pro 9460 Pro 9465 Pro 9470 Savi 430 W430 Jabra Jabra Jabra Jabra X X X X X (3 X (3 X (3 X Plantronics X X (3 W430-M Savi 440 W440 W440-M Savi 700 Series W710 W720 W730 W730-M W740 W740-M W745 Savi Go WG100/B WG101/B EOL Products Voyager Pro UC with BUA200 adapter WG200/B WG201/B Voyager Pro UC with SmartSensor technology and BT300 B230 B230-M Savi Office WO100 Plantronics X X (3 X (4 B D X (4 (3 X X B D D D D USBHID HID B/D Mute Manufacturer Volume. ctrl Product Call control 1. downloadable for free at http://www.plantronics. Adapter version (5 33.30 (5 USB firmware 160.com/us/support/softwaredownloads/enterprise-sdk. Plantronics Plantronics X X (3 X (3 X X(4 (4 X B B (5 (5 (5 Plantronics Plantronics (3 (4 X X X (3 X X (4 X X (3 (4 B B (5 (5 (5 Plantronics X X D (5 The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 14 (27) .4 Wireless headsets Compatibility applies only with base connected to PC using USB. The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 15 (27) .msi wizard) and Plantronics Enterprise Software SDK version 2.com/us/support/softwaredownloads/enterprise-sdk. connected to mobile and PC) are not tested / supported by SAP. Multi-call scenarios (e.g. downloadable for free at http://www.4.msi (also installable with the terminal.jsp.plantronics.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS WO101 W200 WO201 WO300 WO350 Plantronics Plantronics Plantronics Plantronics Plantronics CS60-USB Voyager 520 Plantronics Plantronics GN 9330 GN 9330e GN 9350 GN 9350e BT5010 GO 660 GO 6430 GO 6470 GN Netcom GN Netcom GN Netcom GN Netcom GN Netcom Jabra Jabra Jabra B/D X X X X X (3 X (3 X (3 X (3 X (3 X X (4 X (4 X (4 X (4 X (4 X (3 X X X X X 3) X 3) X X X X (3 X (3 X (3 D D D D D (5 D B (5 or alternatively as a HID device D D D D B B B B EOL Alternatively as a HID device EOL Alternatively as a HID device EOL Jabra Extreme HS + Link 320 (5 (5 (5 (5 EOL X X X X X X Bluetooth / Dect 1) Device volume control complies with CDT (audio) 2) Device volume control affects CDT wave 3) Device volume control does not affect CDT volume settings 4) CDT and device MUTE are synchronized 5) Requires installation of terminal_HS_PlantronicsV2. DW Pro 1 (EUR) SD Pro 1 (US) ● ◐ ● D ● See DW/SD Office.USBHID Wireless technology Mute Volume control Sennheiser Wireless Call control SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS Remark DW Office (EUR) SD Office (US) ● ◐ ● D ● Incoming call is not answered by lifting headset off base Call cannot be rejected from headset Number entered in CDT cannot be dialed from headset. Multi-call scenarios (e. connected to mobile and PC) are not tested / supported by SAP. MB Pro 1 DW Pro 2 Presence UC The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 16 (27) . Volume controls are local and don’t affect Windows or CDT volume. DIP 4 must be in the “UP” position.g. DW Pro 2 (EUR) SD Pro 2 (US) ● ◐ ● D ● See DW/SD Office MB Pro 1 UC ● ◐ ● BT ● CDT ringer is not played on headset Call cannot be rejected from headset Number entered in CDT cannot be dialed from headset. MB Pro 2 UC ● ◐ ● BT ● See MB Pro 1 Presence UC ● ◐ ● BT ● CDT ringer is not played on headset Call cannot be rejected from headset Number entered in CDT cannot be dialed from headset. msi wizard) and Plantronics Enterprise Software SDK version 2. Adapter FW ver. Requires installation of terminal_HS_Plantronics. Replaced by LINK 280. The SAP Contact Center interfacing component is the USB adapter and analog headsets are not tested for compatibility. EOL (7 EOL EOL EOL HID Support for HID devices must be installed on the client workstation (terminal_HS_HIDHS. The analog side of the adapters connects to analog headsets using a manufacturer specific connector. 1) 2) 3) 4) 5) 6) 7) Device volume control complies with CDT (audio) Device volume control affects CDT wave Device volume control does not affect CDT volume settings Volume adjustment is local on the device.msi) instead of selecting any supported audio devices in the installation wizard (terminal.4.msi (also installable with the terminal. 161 EOL. Not installable using the installation wizard.5 USB adapters for analog headsets USBHID Jabra Jabra Jabra Jabra HID LINK 220 LINK 230 LINK 265 LINK 280 Mute Manufacturer Volume ctrl Product Call control The digital side of USB adapters connects to USB ports on workstations.jsp.plantronics.44. CDT and device MUTE are synchronized Requires installation of terminal_HS_PlantronicsV2.com/us/support/software-downloads/enterprise-sdk. 19.4. USB ver. The adapters provide conversion between digital and analog audio and they may also provide hook switch and other controls. downloadable for free at http://www. The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 17 (27) .7. Remark Device has no controls Device has no controls X X (5 X (3 X (5 X X X X (5 DA-45 Plantronics Savi D100 Plantronics EOL Products GN 8110 GN 8120 DA-40 DA-60 Uusb1 Uusb2 GN Netcom GN Netcom Plantronics Plantronics Sennheiser Sennheiser X X (3 X (3 X X X (3 X X (3 X (5 Can also be used as HID device USB DECT adapter. Information on analog headsets that are compatible with the adapters can be found from the manufacturers. Also HID supportable.msi instead terminal_HS_PlantronicsV2.msi) . Replaced by LINK 220 EOL.msi and Plantronics SDK 2.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS 1. Replacement SPA502G.729 G. Snom Tech Snom Tech Snom Tech G.4. G729 G.729 G.711.29 20813 or later.2.711.711.729 EOL EOL EOL EOL EOL.711. outbound call.729 FW: snom300-SIP 8.8 SIP desk phones Listed SIP phones perform the following operations properly with SAP Contact Center: register. G.711.711. G. transfer and sending DTMF.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS 1.711.711. G.711.729 G.35 29727 or later.4. The operations work using any of the transport protocols UDP.729 G. Exceptions and prerequisites or other requirements may be included in table.32.711.729 G.729 G.711. G. Cisco Cisco Cisco Cisco Linksys Linksys Linksys Polycom Polycom Polycom Polycom G.12 29489 or later. See SAP Note 1872998 for configuring hold formats. Additional features present on the phone may or may not work.25 17587 or later. FW: snom821-SIP 8. G.711.711. inbound call.729 Konftel 300 IP Konftel G. EOL.729 Snom 300 Snom 320 Snom 820 Snom 821 EOL Products 7905G 7912G 7941G 7960G SPA921-EU SPA922-EU SPA941-EU IP 301 IP 330 IP 501 IP 4000 Snom Tech.729 G. G.729 G. G. G.711. EOL. G.729 G. EOL EOL EOL EOL Requires SW version 7.711. Replacement SPA502G.711. G729 G.4.729 G. FW: snom820-SIP 8. G.729 G. G. G. G. hold. G.729 G. FW: snom320-SIP 8.711. TCP or TLS. G. Product Manufacturer Codec Remark 7911G SPA502G Cisco Cisco G.711. G.729 IP 331 IP 560 IP 7000 Polycom Polycom Polycom G. G. Replacement SPA502G. or later The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 18 (27) .711.711.729 G. G.711.729 G.2. G. 729 Ethernet LAN/PC port Power over Ethernet DHCP client VLAN Voice QoS HTTPS The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 19 (27) ./update) Web administration Minimum version NTP client Time zone Daylight savings Number of lines Function keys Speaker Display Notes Security Network Voice Keyboard In-Screen Alphanumeric Multi-language PCMA PCMU G.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS IP232 IP222 IP241 IP240 IP110 C/U ● 10 C/U ● 10 C/U ● 10 C/U ● 10 C/U ● 10 ● ● ● 6 2x6 HD speaker Color 480 x 272 touch screen ● ● ● 6 2x6 HD speaker Color 320 x 240 ● ● ● 6 7+8 ● ● ● 6 7+8 ● ● ● 6 4 ● Color 320 x 240 ● Black/White 128 x 64 ● Black/White Numeric Alphanumeric Alphanumeric Numeric 18 18 18 18 18 ● ● ● 2 x GigE ● ● ● 2 x GigE ● ● ● 2 x GigE ● ● ● 2 x 10/100 ● ● ● 2 x 10/100 ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● TLS ● ● ● ● ● SIP authentication ● ● ● ● ● Design-price awarded Design-price awarded Phone Time & date Admin Innovaphone TFTP (log/conf. 130 ● V2. 16.70.70.130 ● V6.115 ● V23.
[email protected] for more information.130 ● V7.70. has been committed to designing and manufacturing innovative.105 ● V38.0.0.40 ● ● ● 2 lines HD speaker 3-line LCD (2 x 15 characters and an icon line) > 20 ● ● ● 3 lines HD speaker 132x64 graphic LCD ● ● ● 3 lines 10 keys HD speaker 132x64 graphic LCD ● ● ● 6 lines 10 keys HD speaker 320 x 160 gray scale > 20 ● ● ● 10/100M 10/100M ● ● ● 10/100M 10/100M ● ● ● 10/100M 10/100M > 20 languages ● ● ● 10/100M 10/100M ● ● ● 6 lines 10 keys HD speaker 4. Please contact michael.7M colors > 20 ● ● ● 4 lines 18 keys HD speaker 7” 800x480 digital LCD. 262K colors > 20 ● ● ● 10/100/1000M 10/100/1000M ● ● ● 10/100/1000M 10/100/1000M ● ● ● 10/100M 10/100M ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● TLS ● ● ● ● ● ● ● SIP authentication ● ● ● ● ● ● ● Security Network Voice Phone Time & date Admin YEALINK TFTP (log/conf.0.3” TFTLCD. Touch screen > 20 ● ● ● 3 lines HD speaker 3” TFT-LCD. hosted VoIP.0. and has become the determined choice of the industry’s leading VoIP service providers.70. highly stable and easy to deploy IP phones with reasonable price and rapid technical support.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS SIP-T20P C/U SIP-T22P C/U SIP-T26P C/U SIP-T28P C/U SIP-T32G C/U SIP-38G C/U ● V9.70.0. 400 x 240 pixel./update) Web administration Minimum version NTP client Time zone Daylight savings Number of lines DSS KEY Speaker Display Multi-language PCMA PCMU G. the global TOP 5 SIP Phone provider. The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 20 (27) SIP-T22P SIP-T28P SIP-T32G SIP-T38G .130 ● V32. IP PBX and Unified Communications solution vendors. 480 x 272 pixel. The company has adopted the first class solutions and technologies such as TI Chipset.0.70.729 Ethernet LAN/PC port Power over Ethernet DHCP client VLAN Voice QoS HTTPS VP530 C/U > 20 Since established in 2001. 1.10.nokia. to Voice over IP systems such as SAP Contact Center.forum.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS 1.2 Cameras Product Manufacturer Remark QuickCam Pro 5000 QuickCam Pro 9000 Logitech Logitech EOL EOL Cameras are used for video calls between CDT softphone users.10.1 Analog adapters and gateways Product Manufacturer ATA 186 Cisco IP21 Innovaphone MP-112 MP-114 MP-118 MP-124D Audiocodes Audiocodes Audiocodes Audiocodes Remark Analog adapters are used to connect analog terminals.10 Other 1. 1.g. 1.9 Mobile phones Supported platforms for CMC are: rd Nokia S60 3 edition th Nokia S60 5 edition The platforms of Nokia devices are found at http://www.com. fax devices.3 Outbound Predictive Dialer Product Manufacturer Remark SoftDial Sytel Contact support The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 21 (27) . e.10. 1.5 GB spare disk.10. The Holly Voice Platform is supported on the following systems: Red Hat Enterprise Linux 6. The current version (in 2014) is HVP 6.0 and 2.x i386 or x86-64 Red Hat Enterprise Linux/CentOS 5. Applications can be developed and hosted by West or developed by the customer and run on the West infrastructure.10.4 Fax Product Manufacturer Remark Fax server is used e.x i386 or x86-64 CentOS release 6.6 SIP Integrated IVR Product Manufacturer Remark Holly Voice Platform West Corporation See details below The Holly Voice Platform (HVP) is a SIP based IVR platform.5 SMS Product Manufacturer Remark SMS messages are transmitted and received by SAP Contact Center as e-mails to/from a SMS service on the network. converts it to file/picture format and sends fax as email attachment to defined email address for SAP Contact Center to be retrieved routed to customer service agents.4+ i386 Solaris 10 update 4 or greater Minimum configuration: 2 GB Memory. 1.0 SP2. It is certified VoiceXML 2. 2 GHz or greater CPU In addition to on premise solutions West provides several hosted Holly configurations.SAP CONTACT CENTER COMPATIBILITY LIST – CERTIFIED PRODUCTS 1. 1. These solutions can be accessed by both PSTN and SIP.1 compliant and supports CCXML 1.10. The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 22 (27) . to receive customer service related faxes such as orders. Fax server receives incoming fax.g.0. Citrix Citrix Desktop virtualization. 2.5 Receiver 14. 2.4 XenDesktop 7 Manufacturer Remark VMware More info in VMware compatibility statement in SAP Support Portal Citrix Shared Server Desktop.1 Wireless handsets / IP phones Product Manufacturer Remark KIRK Wireless Server 300 Polycom PCS05 Build 24363 or later. 2. KWS 300 is a DECT/SIP gateway enabling DECT wireless phones to connect to SAP Contact Center as SIP phones.0 XenApp 6. See Citrix compatibility statement with SAP CCtr 7 in SAP Support Portal for limitations and additional information. The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 23 (27) . NOTE! There is a separate SAP Contact Center Compatibility List for the Cloud Edition. See Citrix compatibility statement with SAP CCtr 7 in SAP Support Portal for limitations and additional information.0.1.SAP CONTACT CENTER COMPATIBILITY LIST – COMPATIBLE PRODUCTS 2 SAP Contact Center compatible products Compatible indicates that SAP Labs has tested the product once but does not re-test newer versions. Fax excluded.3 Telecom operator provided SIP trunks Product Manufacturer Remark SIP trunk BT UK Certified in May 2012.4 Virtualization solutions Product VMware ESXi 5. Tested with BCM 6 only. The wireless DECT phones KIRK 4040 and KIRK 5020 were used in the test and they appear to SAP Contact Center as standard SIP phones.2 IP-PBX and UC systems Product Manufacturer Lync Microsoft Remark 2. 301. Asterisk 1. BCM hotfix 6. NOTE! There is a separate SAP Contact Center Compatibility List for the Cloud Edition. 3.410-38-c-it-c0 R10.0-j1. Disable PRACK (100rel) in SAP CCtr Alcatel-Lucent Alcatel-Lucent Alcatel-Lucent Alcatel-Lucent Alcatel-Lucent R9.1 –i1.34 Alcatel The PBX is connected to SAP CCtr directly using SIP without any intermediate gateway.8.1 –i1.SAP CONTACT CENTER COMPATIBILITY LIST – USER VERIFIED PRODUCTS 3 SAP Contact Center user verified products The user verified category lists products that customers have reported to be compatible with SAP Contact Center.0.605.603-13-f see SAP Note 1956400 for additional info see SAP Note 1956400 for additional info see SAP Note 1956400 for additional info see SAP Note 1956400 for additional info see SAP Note 1956400 for additional info 3.conf [general] dtmfmode = auto relaxdtmf=yes compactheaders = no Reload SIP channel with module reload chan_sip.0.4 is required. Tested with BCM 6 only.so in Asterisk CLI.4.1 –i1.605.605.1-j2. The information is provided as such and SAP does not in any way guarantee that the products work.2 Telecom operator provided SIP trunks Product Manufacturer SIP trunk SIP trunk TDC Finland TeliaSonera Finland BT Germany SIP trunk Remark The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 24 (27) .7.-39-pl-c82 R10.-27 R9.-29 R9.4 Open Source Digium Settings in /etc/asterisk/sip. Release 9.1 IP-PBX and UC systems Product Manufacturer Remark Alcatel OXE. Patch H1. x86 server with 1 or more CPUs - 4 GB or more RAM - 1 or more 100/1000 Base-T Ethernet ports per node - Redundant (e.1 Small in-house setup using Windows Server 2008 The setup contains the following servers: . For further information.APPENDIX A – SAMPLE SAP CONTACT CENTER SERVERS 4 Sample SAP Contact Center Servers These are SAP Contact Center server hardware examples only.g. RAID 1(2x15 K drives)) 73 GB or more disk space - Redundant Power Supply - Windows Server 2008 64-bit Standard edition (English recommended) The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 25 (27) . 4.g.g. RAID 1 (2x15K drives)) 73 GB or more disk space for op. RAID 5 or 1+0 (15K hot pluggable drives)) 500 GB or more disk space for databases - Redundant Power Supply - Redundant ventilators - Windows Server 2008 64-bit Enterprise edition (English recommended) (2 node failover cluster possible with Standard edition) - SQL Server 2008 Standard 64-bit (English) SAP Contact Center Application servers: .sys and applications per node - Redundant (e.1 SQL Server Cluster SQL Server: - 1 SAP CCtr Application server(s) (1 + as Connection Server in DMZ if CMC is used) x86 cluster server with 1 or more CPUs - 8 GB or more RAM - 2 or more 100/1000 Base-T Ethernet ports per node - Redundant (e. please review SAP Contact Center Infrastructure document. x86 server with 1 or more CPUs - 4 GB or more RAM - 2 100/1000 Base-T Ethernet ports per node - Redundant (e.g. RAID 1 (2x15K drives)) 73 GB or more disk space - Redundant Power Supply - Windows Server 2008 64-bit Standard edition (English recommended) The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 26 (27) .sys and applications - Redundant (e.g.x86 server with 1 or more CPUs - 8 GB or more RAM - 1 or more 100/1000 Base-T Ethernet ports per node - Redundant (e.sys and applications per node - Redundant (e.2 Basic service provider setup using Windows Server 2008 The setup contains the following servers: .g. RAID 1 (2x15K drives)) 73 GB or more disk space for op. RAID 1 (2x15K drives)) 73 GB or more disk space for op. RAID 5 or 1+0 (15K hot pluggable drives)) 1 TB or more disk space for databases - Redundant Power Supply - Redundant ventilators - Windows Server 2008 64-bit Enterprise edition (English recommended) - SQL Server 2008 Standard 64-bit (English) SAP Contact Center Reporting (SQL) server: .1 SQL Server Cluster - 2 SAP CCtr Application servers (+ 1 as Connection Server in DMZ if CMC is used) - 1 SAP CCtr Reporting Server SQL Server: - x86 cluster server with 1 or more CPUs - 16 GB or more RAM - 2 or more 100/1000 Base-T Ethernet ports per node - Redundant (e. RAID 5 or 1+0 (15K hot pluggable drives)) 146 GB or more disk space for databases - Redundant Power Supply - Windows Server 2008 64-bit Standard edition (English recommended) - SQL Server 2008 Standard 64-bit (English) SAP Contact Center Application servers: .g.APPENDIX A – SAMPLE SAP CONTACT CENTER SERVERS 4.g. g.g. RAID 1 (2x15K drives)) 73 GB or more disk space for op. RAID 1 (2x15K drives)) 73 GB or more disk space - Redundant Power Supply - Windows Server 2008 64-bit Standard edition (English recommended) The latest version can be found in SAP Support Portal > Release & Upgrade info > SAP Solution Extensions Page 27 (27) .sys and applications per node - 1 or more HBA (host bus adapter) for SAN connection and database storage - Redundant Power Supply - Redundant ventilators - Windows Server 2008 64-bit Enterprise edition (English recommended) - SQL Server 2008 Standard 64-bit (English) SAP Contact Center Reporting (SQL) server: .g.1 SQL Server Cluster (Can serve several SAP CCtr systems) - 2 or more SAP CCtr Application servers (1 in core and 1 in access NW) - 2 or more SAP CCtr failover Application servers (1 per NW. (Can serve several SAP CCtr systems) SQL Server: (SQL cluster is made of two or more of these) .APPENDIX A – SAMPLE SAP CONTACT CENTER SERVERS 4.x86 server with 1 or more CPUs - 8 GB or more RAM - 1 or more 100/1000 Base-T Ethernet ports per node - Redundant (e. each can backup several application servers but usually only 1 at a time) - 1 SAP CCtr Reporting Server - 1 SAP CCtr Application server as Connection Server in the DMZ.x86 server with 1 or more CPUs - 16 GB or more RAM - 2 or more 100/1000 Base-T Ethernet ports per node - Redundant (e.x86 server with 1 or more CPUs - 4 GB or more RAM - 2 100/1000 Base-T Ethernet ports per node - Redundant (e. RAID 1 (2x15K drives)) 73 GB or more disk space for op.sys and applications - 1 or more HBA (host bus adapter) for SAN connection and database storage - Redundant Power Supply - Windows Server 2008 64-bit Standard edition (English recommended) - SQL Server 2008 Standard 64-bit (English) SAP Contact Center Application servers: . if CMC is used (optional) - 1 SAP CCtr Application server as Management server.3 Service provider setup with SAN using Windows Server 2008 The setup contains the following servers: .