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Cisco Ip Communicator For Mac Os

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Information

This article summarizes the results of testing by Citrix of the delivery of Cisco IP Communicator (CIPC), a popular softphone application, from XenDesktop 4 using the VDI model of FlexCast, and includes configuration guidelines for optimal performance.

Notice

Cisco offers a wide range of products and networking solutions designed for enterprises and small businesses across a variety of industries. As you can see, the 'sh arp' or 'sh ip arp' commands also give you the MAC addresses, so essentially the 'sh mac add' is only to get the port in which the device is connected. It helps to Ping the subnet's broadcast address (e.g. '10.1.1.255') to load the ARP table. Connection status information is updated in the server health window (Help Show Server Health on Windows and Help Show System Diagnostics on Mac OS). If Cisco Unified Personal Communicator cannot connect to any of the LDAP servers, it reports the failure in the System Diagnostics window. Before You Begin.

Since this article was first published, Cisco and Citrix publicly announced the formation of a strategic alliance to deliver rich-media-enabled virtual desktop (see press release dated October 12, 2011) and a new Cisco VXI solution for XenDesktop developed using the Citrix Virtual Channel SDK. This new solution delivers the highest audio-video quality and server scalability by eliminating 'hairpinning'. The recommended configuration for all customers is outlined in Cisco Validated Design (CVD) documents that can be found at http://www.cisco.com/go/vxi. The approach described in this article is suggested only when the new Cisco VXI solution for peer-to-peer media transport cannot be used. This approach for delivering Cisco soft clients in a virtual desktop environment is supported only by Citrix and is not recommended nor supported by Cisco.

Methods of Softphone Delivery

There are two aspects to softphone delivery using XenDesktop:
  • How the softphone application is delivered to the virtual desktop
  • How the audio is delivered to and from the user's headset or microphone and speakers
There are two methods by which the Cisco IP Communicator softphone can be delivered to the XenDesktop virtual desktop:
  • By installing in the virtual desktop image
  • Alternatively, best practice is, by streaming to the virtual desktop using On-Demand Apps by XenApp (a feature of XenDesktop Enterprise Platinum edition).
    This second approach has manageability advantages because the virtual desktop image is kept uncluttered. Once streamed to the virtual desktop, the application executes in that environment just as if it had been installed in the traditional manner.

Streaming Cisco IP Communicator into the Virtual Desktop

To stream Cisco IP Communicator to the virtual desktop, you must first create an application profile using On-Demand Apps by XenApp.
  1. When creating the application profile for the Cisco IPC using the Citrix Stream Profile, you must select Advanced Install in the profile wizard. This is necessary because some registry keys must update as part of the profiling.

  2. The streaming profiling sequence consists of two steps. In the first step, the Cisco IPC installation is profiled by selecting the Run install program or command line script option in the profiling wizard. A virtual restart is not required. At the end of the Cisco IPC installation, do not select Launch Cisco IP Communicator.

  3. Once the Cisco IPC installation in the profile has completed, select Perform additional installations in the profiling wizard.

  4. Update some registry settings in the newly created profile. Select Edit registry in the profiling wizard.

At the time that streaming of Cisco IP Communicator was tested, the Citrix streaming technology did not yet support Windows services, such as Cisco Discovery Protocol (CDP). Windows services are supported in XenApp 6 (March 2010), included with XenDesktop 4 Feature Pack 1, but compatibility of CDP with this new technology has not yet been tested.
Complete the following procedure to disable CDP to prevent the software from displaying error messages:
Caution! Refer to the Disclaimer at the end of this article before using Registry Editor.
  1. Click on Launch Windows Registry Editor to bring up Regedit. Using Regedit, create the following DWORD value in the registry with value of 0:
    HKLMSOFTWARECisco Systems, Inc.CommunicatorEnableCDP = 0
    Note: This change in the registry also disables the E911 functionality of the IP Communicator without warning to the end user.

  2. Select Finish Installations in the profiling wizard.

  3. Complete, sign (optionally), and save the profile as you would with any other application.

Preparation of the Virtual Desktop

The Citrix Off-line Plug-in (streaming client) for Windows must be installed on the Windows XP or Windows 7 virtual desktop. It is a plug-in to the Citrix Receiver. This software is available from the Citrix Downloads page.

Deploying and Starting Cisco IP Communicator

At this point, you are ready to publish and start the Cisco IPC in the same way that you would any other streamed application. You should publish two applications provided by Cisco:
  • The Audio Tuning Wizard, which allows the end-user to customize and tune their endpoint audio
  • Ciscoconfiguration IP Communicator, which is the softphone itself
Cisco
Once the application is streamed and running on the virtual desktop, it must be configured to communicate with the Cisco Call Manager, just as a locally installed instance would.

Delivery of Audio to the User Device

XenDesktop supports two methods of delivering audio to and from the user device: USB redirection (for LAN-connected users only) and the Citrix Audio Virtual Channel.
  1. Isochronous USB Redirection

    Citrix's USB redirection technology provides a generic means of remoting USB devices, including isochronous USB devices, such as headsets and webcams. This approach is generally limited to LAN-connected users because the USB protocol tends to be sensitive to network latency and requires considerable network bandwidth. Isochronous USB redirection has been found to work very well with Cisco IP Communicator, providing excellent voice quality and low latency.

  2. Citrix Audio Virtual Channel

    The Citrix Audio Virtual Channel (CTXCAM) and the Bidirectional Audio feature of XenDesktop enable audio to be delivered very efficiently. XenDesktop takes the audio from the user's headset/microphone, compresses it, and sends it over ICA to the softphone application on the virtual desktop using the Audio virtual channel. Likewise, the softphone's audio output is compressed and sent in the other direction to the user's headset or speakers. This compression is independent of the compression used by the softphone itself (that is G.729 or G.711). It is done using the Optimized-for-Speech codec. This is, in fact, the Speex codec (see http://www.speex.org/), and its characteristics are ideal for voice-over-IP (VoIP).

Software on the User Device

To use either isochronous USB redirection or the optimized-for-speech audio codec, the user device must be equipped with either the Citrix on-line plug-in for Windows version 11.2 or later, or the Citrix Receiver for Linux version 11.100 or later. Citrix recommends you to use the latest versions of the Citrix Receiver to get the benefit of ongoing HDX enhancements.

System Configuration Recommendations

If using the 11.2 online plug-in for Windows or the 11.100 Citrix Receiver for Linux, Citrix recommends using a good quality headset with echo cancellation. The 12.0 online plug-in for Windows introduces echo cancellation in the client software allowing the use of speakers and a microphone as an alternative to using a headset. This has been further enhanced in the Citrix Receiver 3.0.
Check the priority of the Citrix Audio Service (CtxAudioService) on the Virtual Desktop Agent. If it is set to Normal, increase the priority to Above Normal. (It might in fact be a best practice to set the priority of CtxAudioService to High when using VoIP, but at the time of writing additional testing remains to be completed before confirming this as a recommendation.)
If using the Citrix Audio Virtual Channel, Citrix recommends setting the priority of the Audio virtual channel to 0 (real-time priority). See See CTX118836 - How to Optimize Audio for XenDesktop
Virtual Channel Priority changes have to be pushed out to the Virtual Desktop Agent by modifying the default PortICA XML configuration on the Delivery Controller. You can give 'CTXCAM '(ClientAudioMapping virtual channel) higher priority through the XML Blob Priority section:
  1. Edit XML file PortICASetDefaults.exe /o defaults.xml
    In the section, the following setting should be specified:
    < value>CTXCAM ,0
    All virtual channel names are seven characters long.
    Priority levels:
    (0) - High Priority (Real-Time)
    (1) - Medium Priority
    (2) - Low Priority
    (3) - Background Priority
    Save the xml files.

  2. PortICASetDefaults.exe /i modified_defaults.xml
    To ensure adequate processing power for real-time traffic on a hypervisor, you must either allocate two virtual CPUs or disable the Citrix Gateway Protocol (CGP) which is used for the Session Reliability feature because it uses considerable CPU. Neither of these steps might be necessary on a powerful server.
    If delivering softphones to users on a Wide Area Network (WAN) connection, the following additional configuration settings are recommended:

  3. Obtain XenDesktop 4 Virtual Desktop Agent Update 2 (or above), included with XenDesktop 4 Feature Pack 1, which includes an enhancement for network congestion to prevent delay in the audio path. This enhancement introduces voice energy detection, allowing ambient noise (silent packets) to be discarded. This feature is controlled using a registry key.

  4. Use Citrix Repeater and Branch Repeater between the data center and the remote office for Quality-of-Service (QoS). The Citrix Branch Repeater is able to distinguish the priorities of the various ICA virtual channels to ensure that high priority real-time Audio data gets preferential treatment.

Tested Software

The version of Cisco IP Communicator that was successfully tested by Citrix with XenDesktop 4 was CIPC version 2.1.3.

Test Environment and Configuration

To keep the environment close to most customer deployments, XenServer virtual machines were used for the Virtual Desktop Agents and physical machines were used for the user devices. The following is the environment for the audio codec testing under WAN conditions:
  • Windows Server 2008 Domain Controller

  • XenDesktop 4 Desktop Delivery Controller (DDC)

  • Windows XP Virtual Desktop Agent

  • Windows 7 Virtual Desktop Agent

  • Cisco IP Communicator 2.1.3

  • WANem WAN simulator

The XenDesktop DDC, Web Interface, and Virtual Desktop Agents were connected to the test network.
The testing was performed using the Optimized-for-Speech audio codec and the bidirectional audio virtual channel.
A Windows 7 laptop with locally installed CIPC client software was used on the test network as the second party for calls made from Virtual Desktop Agent sessions as well as from a native CIPC client during testing.
A physical Windows XP workstation with locally installed CIPC client software was used as the XenDesktop client. Calls were made from this machine from locally installed CIPC and also from CIPC running in XenDesktop sessions which were started from this machine.
WANem running on a physical workstation was used for simulating WAN conditions in the network between the client machine and the XenDesktop Virtual Desktop Agents.

Virtual Desktop Agent Operating System Platforms

The following Virtual Desktop Agent platforms were covered as part of the Citrix System 1 audio codec testing for WAN conditions. Testing was split across both the Virtual Desktop Agent platforms.
  • Windows XP SP 3 32-bit (Dual virtual CPU, 512 megabytes RAM, XenServer 5.5 virtual machine)

  • Windows 7 32-bit (Dual virtual CPU, 1024 megabytes RAM, XenServer 5.5 virtual machine)

Client Operating System Platform

  • Windows XP Service Pack 3 32-bit on the physical machine

  • Client configuration: Dell Precision T3400 (Intel Core2 Duo, 4 gigabytes RAM, 160 gigabyte hard drive)

WAN Conditions

A WAN simulator was used to introduce network disruptions on the network links. Testing was done with the following range of network conditions simulated by WANem running on a physical machine.
  • Bandwidth: 128 kilobits per second to 2 megabits per second

  • Latency: 0 milliseconds to 100 milliseconds one-way, 0 milliseconds to 200 milliseconds round trip

  • Packet loss: 0 percent to 2 percent

  • Jitter: 0 milliseconds to 20 milliseconds one-way (0 to 20 percent of latency)

Test Results

Summary: Subjective Evaluation of Audio Quality over WAN

The Citrix Test team subjectively evaluated audio quality under a variety of Wide Area Network conditions using a network simulator. The following results were observed at five percent jitter (E = Excellent; G = Good; F = Fair, P = Poor):
Packet Loss (%)Network Latency (roundtrip [ping time])
0 ms50 ms100 ms150 ms200 ms
0.0EEEEE
0.5*EEEEE
1.0EEEEG
1.5GGGGF
2.0GGGGF
(Measured with jitter at five percent of one-way latency, using the Optimized-for-Speech codec)
The generally recommended packet loss metric to support VoIP is 0.5 percent or less. However, depending on customer expectations, higher packet loss might be acceptable.

Impact of High Jitter

Packet Loss (%)Network Latency (roundtrip [ping time])
0 ms50 ms100 ms150 ms200 ms
0.0EEFPP
0.5EEFPP
1.0EEFPP
1.5EEFPP
2.0EEFPP
(Results with jitter at ten percent of one-way latency ‑ E = Excellent; G = Good; F = Fair, P = Poor)
The XenDesktop 4 release does not include jitter buffering. High levels of VoIP jitter over the ICA connection from the user to the Virtual Desktop Agent platform can result in bad call quality or delay in the conversation.

Field Evaluation

In addition to the testing performed by Citrix in the lab, an evaluation was done at a customer location. The testing was done with Wyse and HP thin clients running Windows XPe or Windows Embedded, regular PCs running Windows XP, and with Logitech and Netcom USB headsets.
On the LAN, isochronous USB redirection was used. The softphone performed 'perfectly'. The voice quality was judged to be 'essentially just as good as that provided by a physical Cisco handset.'
Testing with at-home workers was done using typical ADSL2 network connections ranging from 2 megabits per second to 20 megabits per second down, and 0.5 to 1.0 megabits per second up. The Optimized-for-Speech codec was used. The voice quality was judged to be 'great' and 'perfectly usable'.
Without voice energy detection (discarding of low-energy 'silent' packets), latency on congested WAN connections can become excessive. Voice energy detection was introduced as a hotfix enhancement and is included in XenDesktop 4 Virtual Desktop Agent Update 2 (which is part of XenDesktop 4 Feature Pack 1).

Enhanced 911

Enhanced 911 might not be functional when CIPC is streamed to the virtual desktop. Streaming of CIPC was tested with a prior release of the Citrix application streaming technology (client-side virtualization) which did not support Windows services. Therefore, one of the steps described in this article is to disable the use of CDP by the Cisco IP Communicator if the softphone is streamed to the virtual desktop. The Enhanced 911 implementation in IP Communicator has a dependency on CDP. Therefore, disabling CDP also disables Enhanced 911.

Disclaimer

Caution! Using Registry Editor incorrectly can cause serious problems that might require you to reinstall your operating system. Citrix cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk. Be sure to back up the registry before you edit it.

Go to: Packaged CCE Software Compatibility Matrix for 11.0(x) (Display-optimized HTML)
Go to: Cisco Packaged Contact Center Enterprise Compatibility Information (Index)

The Unified Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all Cisco Unified CCE solution component information, such as Finesse, Cisco Unified Intelligence Center (CUIC), and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for Cisco Packaged Contact Center Enterprise, release 11.0(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Packaged Contact Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported.

  • 2Cisco Gateway Hardware and Software
  • 3Endpoints
  • 5Supported Third-Party Software
  • 12Remote Expert Mobile

Packaged CCE components must all be at the same version, with the exception of Unified Communications Manager. This section lists the supported component versions. Apple hdmi adapter for mac.

Note: Cisco Packaged CCE 11.0(1) shares the same media kit as Cisco Unified CCE 11.0(1), which includes some components not supported in a Packaged CCE deployment.

Component Major Release Version Operating System
Cisco Unified Contact Center Enterprise 11.0(1) and later maintenance releases Microsoft Windows
Cisco Unified Customer Voice Portal 11.0(1) and later maintenance releases Microsoft Windows
Cisco Unified Communications Manager

11.0(1a) and later maintenance releases
10.5(1) and later maintenance releases

Linux-based Cisco Unified Communications Operating System
Cisco Unified Intelligence Center 11.0(1) and later maintenance releases Linux-based Cisco Unified Communications Operating System
Cisco Finesse 11.0(1) and later maintenance releases Linux-based Cisco Unified Communications Operating System

Optional components:

  • Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 11.0(1) and later maintenance releases
  • Cisco SocialMiner - 11.0(1) and later maintenance releases
  • Cisco MediaSense - 11.0(1) and later maintenance releases


Hardware Model Software Version Software Feature Set Gateway Functionality MediaSense Packaged CCE and Cisco HCS for Contact Center Support
VXML Gateway
Browser
Call Progress
Analysis for
Outbound Option
for SIP Trunks
(CUBE)

AS5350XM

AS5400XM

AS5350XM with
AS5X-FC High Density Voice Cards

AS5400XM with
AS5X-FC High Density Voice Cards

15.0(1)M1.2
15.1(4)M7
IPPLUS IP
Enterprise Plus
IPSec 3DES
Yes No No No
ISR G1 18xx, 28xx, 38xx 15.0(1)M1.2
15.1(4)M7
Advanced IP Services
IP Voice
Yes No No No
ISR G2 29xx, 39xx, 39xxE15.1(4)M7 Universal Yes No No No
15.2(4)M4
15.3(3)M3
15.4(3)M2
Universal Yes No Yes Yes
15.5(2)T1
15.5(3)M1 15.6(1)T0a
15.6(2)T
Universal Yes Yes Yes Yes
ASR 1000 IOS XE 3.10
IOS XE 3.13
Universal No No Yes No
IOS XE 3.15.1S1
IOS XE 3.16
Universal No Yes Yes No

ISR G3 43xx(4321,4331,4351)
ISR G3 44xx(4431,4451)

IOS XE 3.13
IOS XE 3.15.1S1
IOS XE 3.16
IOS XE 16.6
Universal No Yes
Yes Yes

1 There is an outstanding defect for IOS XE 3.15.1S. For more information, see the defect details for CSCuv91316.

Additional Notes: Mac os for pc torrent.

  • All Gateways in the above table support inbound contact center calls and Call Progress Analysis (CPA) for Outbound Option with TDM Trunks.
  • For Video Contact Center, IOS 15.3(3)M3 or later version in the same train is required.
  • For IPv6-enabled deployments, the supported IOS versions for NAT64 translations are 15.4(2)T3 and later releases.

IOS Versioning Key, using 15.1(4)M3 and 15.1(4)T1 as examples.

  • 15.1 is the version number.
  • (4) is the release number.
  • M3 and T1 are the train release numbers. M is the mainline train and T is the technology train.
  • An increment in the release number after M or T refers to additional bug fixes.

Unified CVP supports the listed IOS release trains and their later M or T trains respectively. For example, gateways supporting 15.1(4)M3 will also support 15.1(4)M4 and 15.1(4)M7, but not 15.1(4)M1 and 15.1(4)M2.


Supported Versions: Cisco Unified SIP Proxy 8.5(x), 9.0(x), 9.1(x) and later maintenance releases.

Packaged CCE supports all of the endpoints that are supported by Unified CCE, provided that the endpoint supports the Built-in Bridge (BIB) and CTI-controlled features under Session Initiation Protocol (SIP) control.

For Packaged CCE deployments:

Cisco Ip Communicator 8.6 Download

  • All voice and video endpoints be configured as SIP endpoints.
  • The Skinny Call Control Protocol (SCCP) is not supported.
  • The multiline phone feature is supported.
  • Cisco Agent Desktop is not supported.
  • Both CTI OS and Finesse are supported, unless otherwise noted.


For
Endpoint Voice Video RSM
(UCCE Only)
Unified CM
Silent
Monitor
Agent
Greeting
Whisper
Announcement
IP
Phone Agent
(Finesse or CAD)
IPv6 SCCP
(UCCE Only)
IPv6 SIP Video
Prompt/Queue
when used as
Caller Endpoint
Packaged CCE and Cisco HCS for Contact Center Support

C40, C60, C90
Telepresence

Yes Yes No No No No No No Yes Yes Yes

MX300 G2, MX700, MX800
Telepresence

Yes Yes No No No No No No Yes Yes Yes

SX10, SX20, SX80
Telepresence

Yes Yes No No No No No No Yes Yes Yes

EX60, EX90

Yes Yes No No No No No No Yes Yes Yes

DX650, DX70, DX80

(for Android)

Yes Yes No Yes Yes Yes No No Yes Yes Yes

9951, 9971(1)

Yes Yes Yes Yes Yes Yes CAD No Yes No Yes
8961(1)Yes Yes Yes Yes Yes Yes CAD No Yes No Yes

8941, 8945(1)

Yes Yes Yes Yes Yes Yes CAD No No No Yes
8845, 8865 Yes Yes Yes Yes Yes Yes Finesse

CAD

Yes Yes Yes Yes
8811(2), 8821(6), 8841, 8851, 8851NR, 8861 Yes No Yes Yes Yes Yes Finesse

CAD

No Yes Yes Yes

7942G, 7945G, 7962G, 7965G, 7975G

Yes No Yes Yes Yes Yes CAD Yes No Yes Yes

7925G, 7925G-EX

Yes No Yes No No No CAD No N/A No No

7821, 7841, 7861

Yes No Yes Yes Yes Yes Finesse

CAD

No Yes Yes Yes

6921, 6941, 6945, 6961

Yes No Yes Yes Yes Yes CAD Yes Yes Yes Yes
Cisco IP Communicator(3)
8.6(4) and later
Yes No Yes Yes Yes Yes Finesse No No Yes Yes
Jabber for Windows(4)
9.7 and later
Yes Yes Voice-only(5)Voice-only(5)No Yes
No No No Yes Yes
Jabber for Mac(4)
9.6 and later
Yes Yes Voice-only(5)Voice-only(5)No Yes
No No No Yes Yes
Jabber for VXME(4)
9.7 and later
Yes No Voice-only(5)Voice-only(5)No Yes
No No No Yes Yes

Download Cisco Ip Communicator For Windows 10

1If your Finesse agents use 89xx or 99xx series phones, you must enable Multi-Line on the Unified Communications Manager for all agents on the peripheral. You must configure all phones with the following settings: set Maximum number of calls to 2; set Busy trigger to 1.
28811 requires cmterm-devicepack10.5.1.11012.cop.sgn or later applied to CUCM. 8811 does not support the CAD IP Phone Agent.
3Mobile Agents are not supported with Cisco IP Communicator.
4Not supported by Cisco Agent Desktop.
5This feature is not supported in Video Contact Center deployments.
68821: Update the firmware to 11.0.3ES1.1 or higher. 8821 does not support Finesse IP Phone Agent in this release.

Additional Notes:

The following general limitations pertain to supported IP phones:

Cisco Ip Communicator For Mac Os

Cisco Ip Communicator User Guide

  • Only the Cisco IP Phones listed in the above table are supported as contact center agent phones. As an alternative, you may choose to deploy the Mobile Agent solution to enable the contact center to use any phone as an agent phone.
  • The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features are not supported and must be disabled on phones that come packaged with the feature.
  • For any phone that allows Single Line Mode, you can use Shared Line on a non-ACD line. You must have your PG in Single Line Mode (set the Agent Phone Line Control setting to Single Line).
  • 89xx, 99xx, and DX phones: These phones do not support directly disabling the Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features. Instead, you must configure the Unified CM PG to use Multi-Line only. This setting applies to all phones controlled by that specific Unified PG. You cannot configure it on an phone-by-phone basis. Also, configure all phones with Set Maximum number of calls to 2 and Set Busy trigger to 1.

Callers outside of the enterprise's network can use the following endpoints, as part of Video Contact Center with Jabber Guest:

Cisco Ip Communicator For Mac Os

  • Jabber for iOS
  • Jabber for Android
  • Jabber Guest apps
  • Jabber Guest browser client on a multimedia-capable computer with a camera and microphone for video calls

Cisco Ip Communicator Download

Jabber Guest browser client requirements are described in the Cisco Jabber Guest Server Installation and Configuration Guide.

Cisco Ip Communicator For Mac Os

The following additional components are required for Video Contact Center.

Communicator
Once the application is streamed and running on the virtual desktop, it must be configured to communicate with the Cisco Call Manager, just as a locally installed instance would.

Delivery of Audio to the User Device

XenDesktop supports two methods of delivering audio to and from the user device: USB redirection (for LAN-connected users only) and the Citrix Audio Virtual Channel.
  1. Isochronous USB Redirection

    Citrix's USB redirection technology provides a generic means of remoting USB devices, including isochronous USB devices, such as headsets and webcams. This approach is generally limited to LAN-connected users because the USB protocol tends to be sensitive to network latency and requires considerable network bandwidth. Isochronous USB redirection has been found to work very well with Cisco IP Communicator, providing excellent voice quality and low latency.

  2. Citrix Audio Virtual Channel

    The Citrix Audio Virtual Channel (CTXCAM) and the Bidirectional Audio feature of XenDesktop enable audio to be delivered very efficiently. XenDesktop takes the audio from the user's headset/microphone, compresses it, and sends it over ICA to the softphone application on the virtual desktop using the Audio virtual channel. Likewise, the softphone's audio output is compressed and sent in the other direction to the user's headset or speakers. This compression is independent of the compression used by the softphone itself (that is G.729 or G.711). It is done using the Optimized-for-Speech codec. This is, in fact, the Speex codec (see http://www.speex.org/), and its characteristics are ideal for voice-over-IP (VoIP).

Software on the User Device

To use either isochronous USB redirection or the optimized-for-speech audio codec, the user device must be equipped with either the Citrix on-line plug-in for Windows version 11.2 or later, or the Citrix Receiver for Linux version 11.100 or later. Citrix recommends you to use the latest versions of the Citrix Receiver to get the benefit of ongoing HDX enhancements.

System Configuration Recommendations

If using the 11.2 online plug-in for Windows or the 11.100 Citrix Receiver for Linux, Citrix recommends using a good quality headset with echo cancellation. The 12.0 online plug-in for Windows introduces echo cancellation in the client software allowing the use of speakers and a microphone as an alternative to using a headset. This has been further enhanced in the Citrix Receiver 3.0.
Check the priority of the Citrix Audio Service (CtxAudioService) on the Virtual Desktop Agent. If it is set to Normal, increase the priority to Above Normal. (It might in fact be a best practice to set the priority of CtxAudioService to High when using VoIP, but at the time of writing additional testing remains to be completed before confirming this as a recommendation.)
If using the Citrix Audio Virtual Channel, Citrix recommends setting the priority of the Audio virtual channel to 0 (real-time priority). See See CTX118836 - How to Optimize Audio for XenDesktop
Virtual Channel Priority changes have to be pushed out to the Virtual Desktop Agent by modifying the default PortICA XML configuration on the Delivery Controller. You can give 'CTXCAM '(ClientAudioMapping virtual channel) higher priority through the XML Blob Priority section:
  1. Edit XML file PortICASetDefaults.exe /o defaults.xml
    In the section, the following setting should be specified:
    < value>CTXCAM ,0
    All virtual channel names are seven characters long.
    Priority levels:
    (0) - High Priority (Real-Time)
    (1) - Medium Priority
    (2) - Low Priority
    (3) - Background Priority
    Save the xml files.

  2. PortICASetDefaults.exe /i modified_defaults.xml
    To ensure adequate processing power for real-time traffic on a hypervisor, you must either allocate two virtual CPUs or disable the Citrix Gateway Protocol (CGP) which is used for the Session Reliability feature because it uses considerable CPU. Neither of these steps might be necessary on a powerful server.
    If delivering softphones to users on a Wide Area Network (WAN) connection, the following additional configuration settings are recommended:

  3. Obtain XenDesktop 4 Virtual Desktop Agent Update 2 (or above), included with XenDesktop 4 Feature Pack 1, which includes an enhancement for network congestion to prevent delay in the audio path. This enhancement introduces voice energy detection, allowing ambient noise (silent packets) to be discarded. This feature is controlled using a registry key.

  4. Use Citrix Repeater and Branch Repeater between the data center and the remote office for Quality-of-Service (QoS). The Citrix Branch Repeater is able to distinguish the priorities of the various ICA virtual channels to ensure that high priority real-time Audio data gets preferential treatment.

Tested Software

The version of Cisco IP Communicator that was successfully tested by Citrix with XenDesktop 4 was CIPC version 2.1.3.

Test Environment and Configuration

To keep the environment close to most customer deployments, XenServer virtual machines were used for the Virtual Desktop Agents and physical machines were used for the user devices. The following is the environment for the audio codec testing under WAN conditions:
  • Windows Server 2008 Domain Controller

  • XenDesktop 4 Desktop Delivery Controller (DDC)

  • Windows XP Virtual Desktop Agent

  • Windows 7 Virtual Desktop Agent

  • Cisco IP Communicator 2.1.3

  • WANem WAN simulator

The XenDesktop DDC, Web Interface, and Virtual Desktop Agents were connected to the test network.
The testing was performed using the Optimized-for-Speech audio codec and the bidirectional audio virtual channel.
A Windows 7 laptop with locally installed CIPC client software was used on the test network as the second party for calls made from Virtual Desktop Agent sessions as well as from a native CIPC client during testing.
A physical Windows XP workstation with locally installed CIPC client software was used as the XenDesktop client. Calls were made from this machine from locally installed CIPC and also from CIPC running in XenDesktop sessions which were started from this machine.
WANem running on a physical workstation was used for simulating WAN conditions in the network between the client machine and the XenDesktop Virtual Desktop Agents.

Virtual Desktop Agent Operating System Platforms

The following Virtual Desktop Agent platforms were covered as part of the Citrix System 1 audio codec testing for WAN conditions. Testing was split across both the Virtual Desktop Agent platforms.
  • Windows XP SP 3 32-bit (Dual virtual CPU, 512 megabytes RAM, XenServer 5.5 virtual machine)

  • Windows 7 32-bit (Dual virtual CPU, 1024 megabytes RAM, XenServer 5.5 virtual machine)

Client Operating System Platform

  • Windows XP Service Pack 3 32-bit on the physical machine

  • Client configuration: Dell Precision T3400 (Intel Core2 Duo, 4 gigabytes RAM, 160 gigabyte hard drive)

WAN Conditions

A WAN simulator was used to introduce network disruptions on the network links. Testing was done with the following range of network conditions simulated by WANem running on a physical machine.
  • Bandwidth: 128 kilobits per second to 2 megabits per second

  • Latency: 0 milliseconds to 100 milliseconds one-way, 0 milliseconds to 200 milliseconds round trip

  • Packet loss: 0 percent to 2 percent

  • Jitter: 0 milliseconds to 20 milliseconds one-way (0 to 20 percent of latency)

Test Results

Summary: Subjective Evaluation of Audio Quality over WAN

The Citrix Test team subjectively evaluated audio quality under a variety of Wide Area Network conditions using a network simulator. The following results were observed at five percent jitter (E = Excellent; G = Good; F = Fair, P = Poor):
Packet Loss (%)Network Latency (roundtrip [ping time])
0 ms50 ms100 ms150 ms200 ms
0.0EEEEE
0.5*EEEEE
1.0EEEEG
1.5GGGGF
2.0GGGGF
(Measured with jitter at five percent of one-way latency, using the Optimized-for-Speech codec)
The generally recommended packet loss metric to support VoIP is 0.5 percent or less. However, depending on customer expectations, higher packet loss might be acceptable.

Impact of High Jitter

Packet Loss (%)Network Latency (roundtrip [ping time])
0 ms50 ms100 ms150 ms200 ms
0.0EEFPP
0.5EEFPP
1.0EEFPP
1.5EEFPP
2.0EEFPP
(Results with jitter at ten percent of one-way latency ‑ E = Excellent; G = Good; F = Fair, P = Poor)
The XenDesktop 4 release does not include jitter buffering. High levels of VoIP jitter over the ICA connection from the user to the Virtual Desktop Agent platform can result in bad call quality or delay in the conversation.

Field Evaluation

In addition to the testing performed by Citrix in the lab, an evaluation was done at a customer location. The testing was done with Wyse and HP thin clients running Windows XPe or Windows Embedded, regular PCs running Windows XP, and with Logitech and Netcom USB headsets.
On the LAN, isochronous USB redirection was used. The softphone performed 'perfectly'. The voice quality was judged to be 'essentially just as good as that provided by a physical Cisco handset.'
Testing with at-home workers was done using typical ADSL2 network connections ranging from 2 megabits per second to 20 megabits per second down, and 0.5 to 1.0 megabits per second up. The Optimized-for-Speech codec was used. The voice quality was judged to be 'great' and 'perfectly usable'.
Without voice energy detection (discarding of low-energy 'silent' packets), latency on congested WAN connections can become excessive. Voice energy detection was introduced as a hotfix enhancement and is included in XenDesktop 4 Virtual Desktop Agent Update 2 (which is part of XenDesktop 4 Feature Pack 1).

Enhanced 911

Enhanced 911 might not be functional when CIPC is streamed to the virtual desktop. Streaming of CIPC was tested with a prior release of the Citrix application streaming technology (client-side virtualization) which did not support Windows services. Therefore, one of the steps described in this article is to disable the use of CDP by the Cisco IP Communicator if the softphone is streamed to the virtual desktop. The Enhanced 911 implementation in IP Communicator has a dependency on CDP. Therefore, disabling CDP also disables Enhanced 911.

Disclaimer

Caution! Using Registry Editor incorrectly can cause serious problems that might require you to reinstall your operating system. Citrix cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk. Be sure to back up the registry before you edit it.

Go to: Packaged CCE Software Compatibility Matrix for 11.0(x) (Display-optimized HTML)
Go to: Cisco Packaged Contact Center Enterprise Compatibility Information (Index)

The Unified Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all Cisco Unified CCE solution component information, such as Finesse, Cisco Unified Intelligence Center (CUIC), and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for Cisco Packaged Contact Center Enterprise, release 11.0(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Packaged Contact Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported.

  • 2Cisco Gateway Hardware and Software
  • 3Endpoints
  • 5Supported Third-Party Software
  • 12Remote Expert Mobile

Packaged CCE components must all be at the same version, with the exception of Unified Communications Manager. This section lists the supported component versions. Apple hdmi adapter for mac.

Note: Cisco Packaged CCE 11.0(1) shares the same media kit as Cisco Unified CCE 11.0(1), which includes some components not supported in a Packaged CCE deployment.

Component Major Release Version Operating System
Cisco Unified Contact Center Enterprise 11.0(1) and later maintenance releases Microsoft Windows
Cisco Unified Customer Voice Portal 11.0(1) and later maintenance releases Microsoft Windows
Cisco Unified Communications Manager

11.0(1a) and later maintenance releases
10.5(1) and later maintenance releases

Linux-based Cisco Unified Communications Operating System
Cisco Unified Intelligence Center 11.0(1) and later maintenance releases Linux-based Cisco Unified Communications Operating System
Cisco Finesse 11.0(1) and later maintenance releases Linux-based Cisco Unified Communications Operating System

Optional components:

  • Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 11.0(1) and later maintenance releases
  • Cisco SocialMiner - 11.0(1) and later maintenance releases
  • Cisco MediaSense - 11.0(1) and later maintenance releases


Hardware Model Software Version Software Feature Set Gateway Functionality MediaSense Packaged CCE and Cisco HCS for Contact Center Support
VXML Gateway
Browser
Call Progress
Analysis for
Outbound Option
for SIP Trunks
(CUBE)

AS5350XM

AS5400XM

AS5350XM with
AS5X-FC High Density Voice Cards

AS5400XM with
AS5X-FC High Density Voice Cards

15.0(1)M1.2
15.1(4)M7
IPPLUS IP
Enterprise Plus
IPSec 3DES
Yes No No No
ISR G1 18xx, 28xx, 38xx 15.0(1)M1.2
15.1(4)M7
Advanced IP Services
IP Voice
Yes No No No
ISR G2 29xx, 39xx, 39xxE15.1(4)M7 Universal Yes No No No
15.2(4)M4
15.3(3)M3
15.4(3)M2
Universal Yes No Yes Yes
15.5(2)T1
15.5(3)M1 15.6(1)T0a
15.6(2)T
Universal Yes Yes Yes Yes
ASR 1000 IOS XE 3.10
IOS XE 3.13
Universal No No Yes No
IOS XE 3.15.1S1
IOS XE 3.16
Universal No Yes Yes No

ISR G3 43xx(4321,4331,4351)
ISR G3 44xx(4431,4451)

IOS XE 3.13
IOS XE 3.15.1S1
IOS XE 3.16
IOS XE 16.6
Universal No Yes
Yes Yes

1 There is an outstanding defect for IOS XE 3.15.1S. For more information, see the defect details for CSCuv91316.

Additional Notes: Mac os for pc torrent.

  • All Gateways in the above table support inbound contact center calls and Call Progress Analysis (CPA) for Outbound Option with TDM Trunks.
  • For Video Contact Center, IOS 15.3(3)M3 or later version in the same train is required.
  • For IPv6-enabled deployments, the supported IOS versions for NAT64 translations are 15.4(2)T3 and later releases.

IOS Versioning Key, using 15.1(4)M3 and 15.1(4)T1 as examples.

  • 15.1 is the version number.
  • (4) is the release number.
  • M3 and T1 are the train release numbers. M is the mainline train and T is the technology train.
  • An increment in the release number after M or T refers to additional bug fixes.

Unified CVP supports the listed IOS release trains and their later M or T trains respectively. For example, gateways supporting 15.1(4)M3 will also support 15.1(4)M4 and 15.1(4)M7, but not 15.1(4)M1 and 15.1(4)M2.


Supported Versions: Cisco Unified SIP Proxy 8.5(x), 9.0(x), 9.1(x) and later maintenance releases.

Packaged CCE supports all of the endpoints that are supported by Unified CCE, provided that the endpoint supports the Built-in Bridge (BIB) and CTI-controlled features under Session Initiation Protocol (SIP) control.

For Packaged CCE deployments:

Cisco Ip Communicator 8.6 Download

  • All voice and video endpoints be configured as SIP endpoints.
  • The Skinny Call Control Protocol (SCCP) is not supported.
  • The multiline phone feature is supported.
  • Cisco Agent Desktop is not supported.
  • Both CTI OS and Finesse are supported, unless otherwise noted.


Endpoint Voice Video RSM
(UCCE Only)
Unified CM
Silent
Monitor
Agent
Greeting
Whisper
Announcement
IP
Phone Agent
(Finesse or CAD)
IPv6 SCCP
(UCCE Only)
IPv6 SIP Video
Prompt/Queue
when used as
Caller Endpoint
Packaged CCE and Cisco HCS for Contact Center Support

C40, C60, C90
Telepresence

Yes Yes No No No No No No Yes Yes Yes

MX300 G2, MX700, MX800
Telepresence

Yes Yes No No No No No No Yes Yes Yes

SX10, SX20, SX80
Telepresence

Yes Yes No No No No No No Yes Yes Yes

EX60, EX90

Yes Yes No No No No No No Yes Yes Yes

DX650, DX70, DX80

(for Android)

Yes Yes No Yes Yes Yes No No Yes Yes Yes

9951, 9971(1)

Yes Yes Yes Yes Yes Yes CAD No Yes No Yes
8961(1)Yes Yes Yes Yes Yes Yes CAD No Yes No Yes

8941, 8945(1)

Yes Yes Yes Yes Yes Yes CAD No No No Yes
8845, 8865 Yes Yes Yes Yes Yes Yes Finesse

CAD

Yes Yes Yes Yes
8811(2), 8821(6), 8841, 8851, 8851NR, 8861 Yes No Yes Yes Yes Yes Finesse

CAD

No Yes Yes Yes

7942G, 7945G, 7962G, 7965G, 7975G

Yes No Yes Yes Yes Yes CAD Yes No Yes Yes

7925G, 7925G-EX

Yes No Yes No No No CAD No N/A No No

7821, 7841, 7861

Yes No Yes Yes Yes Yes Finesse

CAD

No Yes Yes Yes

6921, 6941, 6945, 6961

Yes No Yes Yes Yes Yes CAD Yes Yes Yes Yes
Cisco IP Communicator(3)
8.6(4) and later
Yes No Yes Yes Yes Yes Finesse No No Yes Yes
Jabber for Windows(4)
9.7 and later
Yes Yes Voice-only(5)Voice-only(5)No Yes
No No No Yes Yes
Jabber for Mac(4)
9.6 and later
Yes Yes Voice-only(5)Voice-only(5)No Yes
No No No Yes Yes
Jabber for VXME(4)
9.7 and later
Yes No Voice-only(5)Voice-only(5)No Yes
No No No Yes Yes

Download Cisco Ip Communicator For Windows 10

1If your Finesse agents use 89xx or 99xx series phones, you must enable Multi-Line on the Unified Communications Manager for all agents on the peripheral. You must configure all phones with the following settings: set Maximum number of calls to 2; set Busy trigger to 1.
28811 requires cmterm-devicepack10.5.1.11012.cop.sgn or later applied to CUCM. 8811 does not support the CAD IP Phone Agent.
3Mobile Agents are not supported with Cisco IP Communicator.
4Not supported by Cisco Agent Desktop.
5This feature is not supported in Video Contact Center deployments.
68821: Update the firmware to 11.0.3ES1.1 or higher. 8821 does not support Finesse IP Phone Agent in this release.

Additional Notes:

The following general limitations pertain to supported IP phones:

Cisco Ip Communicator User Guide

  • Only the Cisco IP Phones listed in the above table are supported as contact center agent phones. As an alternative, you may choose to deploy the Mobile Agent solution to enable the contact center to use any phone as an agent phone.
  • The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features are not supported and must be disabled on phones that come packaged with the feature.
  • For any phone that allows Single Line Mode, you can use Shared Line on a non-ACD line. You must have your PG in Single Line Mode (set the Agent Phone Line Control setting to Single Line).
  • 89xx, 99xx, and DX phones: These phones do not support directly disabling the Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features. Instead, you must configure the Unified CM PG to use Multi-Line only. This setting applies to all phones controlled by that specific Unified PG. You cannot configure it on an phone-by-phone basis. Also, configure all phones with Set Maximum number of calls to 2 and Set Busy trigger to 1.

Callers outside of the enterprise's network can use the following endpoints, as part of Video Contact Center with Jabber Guest:

Cisco Ip Communicator For Mac Os

  • Jabber for iOS
  • Jabber for Android
  • Jabber Guest apps
  • Jabber Guest browser client on a multimedia-capable computer with a camera and microphone for video calls

Cisco Ip Communicator Download

Jabber Guest browser client requirements are described in the Cisco Jabber Guest Server Installation and Configuration Guide.

The following additional components are required for Video Contact Center.

Software/Component Version Notes
Cisco MediaSense 11.0(1) and later maintenance releases
Cisco Telepresence MCU 5310 or 5320
Cisco Jabber Guest Server 10.0 and later maintenance releases Required only for Video Contact Center with Jabber Guest deployments.
Cisco Expressway Edge and Core 8.2 and later maintenance releases Required only for Video Contact Center with Jabber Guest deployments.

Cisco Ip Communicator Install

FunctionSoftware
Antivirus Software
  • McAfee Virus Scan Enterprise 8.8i
  • Symantec Endpoint Protection 12.1 and above minor versions
  • Trend Micro Office Scan 10.6
  • Trend Micro Deep Security Version 9.0
Unified Intelligence Center reporting Microsoft Excel Versions 2007 and 2010: used for exporting reports

Unless explicitly mentioned, upgrading any third-party software that is bundled along with Packaged CCE is not supported.

For more detailed information see Cisco Customer Contact Software Policy for Use of Third-Party Software.

  • Unified CCE release 11.0(1) supports the following Jave Runtime Environmet (JRE) versions.
  • All Microsoft Windows based components of Unified CCE and Unified CVP Release 11.0 require 32 bit Java Runtime Environment (JRE) 7 Update 51 and later Java 7 updates.
  • The older version of Java Runtime Environment (JRE) is not uninstalled from the deployment machines.
  • Unified CCE release 11.0(3) installs 32 bit Java Runtime Environment (JRE) 8 Update 121 and supports later Java 8 updates.

    You can apply newer Java security updates as described in the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 11.0(1).


    • Internet Explorer 11
    • Internet Explorer 10
    • Firefox 38 Extended Supported Release (ESR) and higher ESRs

    Exceptions to the browser compatibility are:

    • Unified WIM and EIM 11.0 Agent Desktop and higher does not support Firefox, and requires compatibility view in Internet Explorer.
    • For Internet Explorer, Metro Mode is not supported.
    • HTTP Strict Transport Security (HSTS) for Finesse is not supported with Internet Explorer.
    • Unified Intelligence Center Web Application requires compatibility mode in Internet Explorer.
    • EIM/WIM and SocialMiner gadgets cannot be used in Finesse at the same time, because SocialMiner gadgets are not supported in compatibility view. Customers can use EIM/WIM gadgets or SocialMiner gadgets independently.
    Software Version Notes
    Microsoft Windows Server 2012 R2 Standard Edition

    Used for:

    • Unified CCE Call Server
    • Unified CCE Data Server
    • Unified CVP Server
    • Unified CVP OAMP Server
    • Unified CVP Reporting Server

    Note:

    • Packaged CCE is qualified to work only on a retail installation of Microsoft Windows Server 2012, Standard Editions. Custom Windows images are not supported.
    • Windows Server Remote Desktop is not supported for software installation or upgrade.
    Microsoft Windows Active Directory Windows Server 2003, 2008, and 2012

    Windows Server Active Directory support is inclusive of R2 versions.

    Packaged CCE does not require any specific Active Directory functional level.

    Microsoft SQL Server 2014 Standard and Enterprise Edition Service Pack 1 is supported
    (including later CUs and SPs)
    Used for Unified CCE Data Server.

    Notes:

    • Packaged CCE servers which run Microsoft Windows Server 2012 R2 are required to apply the Active Directory 2012 hotfix.
    • Unified EIM and WIM support Microsoft SQL Server 2012

    The following table lists supported localized versions of Microsoft Windows Server and SQL Server that you can use.

    Microsoft Windows Server 2012 R2Microsoft SQL Server 2014SQL Collation Setting
    Danish
    Latin1_General
    Dutch
    Finnish
    French French
    German German
    Italian Italian
    Norwegian
    Portuguese (Brazil) Portuguese (Brazil)
    Spanish Spanish
    Swedish
    Chinese (simplified) Chinese (simplified) Chinese_PRC
    Chinese (traditional) Chinese (traditional) Chinese_Taiwan_Stroke
    Japanese Japanese Japanese
    Korean Korean Korean_Wansung
    Polish
    Polish
    Russian
    Cyrillic_General
    Turkish
    Turkish

    If there is not a corresponding localized SQL Server 2014 (listed in the Microsoft SQL Server 2014 column) for a particular language listed in the Microsoft Windows Server 2012 R2 column, use the English SQL Server 2014 with the applicable setting listed in the SQL Collation Setting column.

    Cisco Packaged Contact Center Enterprise supports multilingual versions of Microsoft Windows Server 2012 R2 (English Windows Server 2012 with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server 2012 R2, see the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide.

    Use English SQL Server 2014 on multilingual versions of the Microsoft Windows Server 2012 R2 environment. Following are two valid examples of supported multilingual environments:

    • English Windows Server 2012 with Japanese Windows language pack installed, and English SQL Server 2014 with Japanese SQL Collation Setting.
    • English Windows Server 2012 with Russian Windows language pack installed, and English SQL Server 2014 with Cyrillic_General SQL Collation Setting.


    CTI OptionServer Platform
    Windows 7 (Pro, Enterprise, and Ultimate) Windows 8.1 Mac OS X
    Cisco Finesse
    Yes
    Yes
    Silent Monitor Service for Unified CCE Toolkit
    No
    CTI OS Clients1
    Yes
    No
    CTI OS - Custom Apps using Java CIL1
    No
    CTI OS - Monitor Mode Apps using Java CIL1
    Yes
    Yes

    1Installation is supported on Microsoft Windows Server 2012 R2 only for the application that will be published in the Citrix presentation server.

    Cisco Client Type Virtual Desktop Infrastructure
    Cisco Finesse
    VMware View 4.6, 5.x and 6.0

    Horizon View 6.0

    Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, 7.0, 7.1, 7.5, 7.6

    CTI-OS Clients (All CILs) VMware View 4.6, 5.0

    Citrix XenDesktop 5.0, 5.5, 6.0, 6.5

    Notes:

    • Unified Communications Manager Silent Monitoring is the only type of Silent Monitoring that is supported with VDI.
    • Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse (no tablets or mobile devices supported currently).
    • The customer can use any VDI endpoint that supports the specific Citrix or VMware VDI solution versions supported by Cisco. The customer must ensure that bandwidth and any other deployment considerations ensure that the solution can meet the performance and timing requirements of CTI-OS.


    Cisco Client Version Citrix/XenApp Remote Desktop Services Platform
    Cisco Finesse XenApp 7.5 Windows Server 2012 R2
    CTI-OS Clients (All CILs)
    XenApp 7.5 Enterprise Edition
    Windows Server 2012 R2


    This section provides information on speech vendors providing Automatic Speech Recognition (ASR)/Text-to-Speech Server (TTS) that have been tested for interoperability with Unified CVP.

    CategoryRequirements
    Nuance Software

    Unified CVP 11.0(1) has been tested for interoperability with the following Nuance components:

    • For NR10 - Nuance Recognizer 10.2.4, Voice pack for Nuance Recognizer - 10.0.0, Nuance Vocalizer 6.0.1, Voice pack for Nuance Vocalizer 6.0.1, Nuance Speech Server 6.2.4
    • For NR9 - Nuance Vocalizer 5.0.7, Nuance Recognizer 9.0.17, Nuance Speech Server 5.1.9

    Note: Contact Nuance support for compatibility of later dot releases of Nuance components with Unified CVP.

    Operating System

    Use vendor-recommended operating system software.


    The following Packaged CCE components support third-party load balancers in redirect mode and Cisco Application Control Engine (ACE) 4710 Appliance Series with Software version A4(2.0). Cisco ACE is supported for upgrades only. See here for more details on ACE support.

    • Unified CCE
    • Unified CVP
    • Unified Intelligence Center
    • Finesse
    • MediaSense
    • SocialMiner
    • Unified EIM/WIM

    Third-party load balancers must meet the following requirements:

    • Both SSL offloading and SSL pass through must be supported
    • Load Balancer High Availability
    • Session stickiness should not be mandatory
    • Persistence - cookie-insert
    • Distribution algorithm - Round-robin

    Note: Refer to the individual component Design Guides for specific interfaces where the load balancers can be used in your deployment.

    The interoperability notes and the known caveats for most commonly used third party Load Balancers like the Big-IP F5 and the Citrix NetScalar 1000v can be referred from the following locations:

    • For BIG-IP F5 refer to Using F5 BIG-IP® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.
    • For Citrix NetScalar 1000v refer to Using Citrix NetScaler 1000v® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.

    For hardware and virtualization information, see [[Virtualization for Cisco Packaged CC


    For more information on Cisco Remote Expert Mobile, see the Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile.

    Apple iOS Device Support for REM

    Apple iOS 7 and iOS 8 Devices Models
    iPad iPad Air, iPad Air 2, iPad 2, iPad 3rd Generation, iPad 4th Generation
    iPad Mini iPad Mini, iPad Mini with Retina Display, iPad Mini 3
    iPhone iPhone 4S, iPhone 5, iPhone 5C, iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 7, iPhone 7 Plus
    iPod Touch iPod Touch 5th Generation


    Android Vendors Models
    Samsung Galaxy S4, S4 Mini, S5, S5 Mini, S6, S7
    Galaxy Note III (or newer)
    Galaxy Tab S, Tab 4 (8.4' and 10.1')
    Google Nexus 5, 6, 7, 9, and 10
    LG G2, Optimus G3
    Motorola Moto G
    HTC One M7, M8, One Max
    HP Slate 7, 8, and 10

    Additional Notes:

    • Devices must be running Android version 4.1.2 or later (Jellybean, KitKat, Lollipop, Marshmallow, Nougat).
    • Not all devices have been tested, but the above are known to work.


    Vlc for mac os.

    System RequirementJabber for Windows and Finesse Agent DesktopJabber for Mac and Finesse Agent Desktop
    Operating System
    • Microsoft Windows 7 SP1 or later: 32 and 64 bit
    • Microsoft Windows 8.x: 32 and 64 bit
    • Windows 10: 32-bit and 64-bit
    • Apple OS X Mountain Lion 10.8.1 or later
    • Apple OS X Mavericks 10.9 or later
    • Apple OS X Yosemite 10.10 or later
    Installed RAM

    4 GB

    4GB

    Free physical memory 2 GB 2 GB
    Free disk space 1 GB 1 GB
    CPU speed and type 4th Generation Intel Core i3 or later 1.6-GHz dual-core Intel Core i5 or later on the following hardware:
    • Mac Pro
    • MacBook Pro (including Retina Display models)
    • MacBook
    • MacBook Air
    • iMac
    • Mac mini
    GPU DirectX 11 on Microsoft Windows 7 N/A
    I/O ports USB 2.0 for USB camera and audio devices USB 2.0 for USB camera and audio devices
    Screen resolution For Finesse clients, the minimum supported screen resolution is 1024x768. For Finesse clients, the minimum supported screen resolution is 1024x768.


    BrowserSupported VersionVerified AgainstPlug-in RequiredPlatform / Operating System
    Google Chrome 33+ 47 No
    • Windows
    • OSX
    • Linux
    • Chromebook
    Mozilla Firefox 28+ 40-43 No
    • Windows
    • OSX
    • Linux
    Microsoft Internet Explorer 11 11 Yes Windows
    Apple Safari 8+ 8.3 Yes OSX
    Microsoft Edge 12+ 12 No Windows 10 Co-browsing only—no Voice & Video
    Opera 28+ N/A No
    • Windows
    • OSX
    • Linux

    Note: Mobile browsers are not supported.





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