Five9 Technical Requirements

Transcription

1 Cloud Contact Center Software Five9 Technical Requirements Reference Guide October 2016 This guide contains deployment, configuration, and troubleshooting information to assist customers and partners with Five9 applications. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2016 Five9, Inc.

2 About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Five9 Technical Requirements

3 Contents What s New in this Guide... vii Chapter 1 Environment and Security Technical Requirements...1 Five9 and RMI... 1 Five9 and RTP... 1 Network Assessment Test for Voice Quality... 1 Digital Certificates... 2 Thawte, Inc. Certificate... 2 VeriSign Certificates... 2 GeoTrust and RapidSSL Certificates... 2 Supported SSL-TLS Protocols Versions... 3 Chapter 2 Agent and Supervisor Applications Technical Requirements...4 Web-Based Application Requirements... 4 Workstation Requirements for Web-Based Applications... 5 Windows Platform Requirements... 5 Apple Mac Workstation Requirements... 5 Workstation Requirements for Five9 Visual Support... 5 Windows Requirements... 5 Apple Mac Requirements... 6 Operating Systems for Five9 Visual Support... 6 Windows Operating Systems (32- and 64-Bit)... 6 Apple Mac Operating Systems (32- and 64-Bit)... 6 Operating Systems for Web-Based Applications... 6 Windows Operating Systems (32- and 64-Bit)... 6 Workstation User Access Privileges... 7 Apple Mac Operating Systems Supported... 7 Web Browsers Supported for Web-Based Applications... 8 Windows Platforms (32-Bit)... 8 Apple Mac Platforms... 8 Video Cameras Supported for Five9 Visual Support... 9 Agent Side... 9 Customer Side... 9 Virtual Desktop Infrastructure Requirements Hardware Operating Systems Virtual Desktop Infrastructure Citrix Platforms iii Five9 Technical Requirements

4 VMWare Platforms Virtualization Server Five9 Java-Based Application Requirements Workstation Requirements Windows Platforms Apple Mac Platforms Java Requirements Operating Systems Supported for Java-Based Applications Windows Operating Systems (32- and 64-Bit) Five9 Agent or Supervisor Workstation User Access Privileges Apple Mac Operating Systems for Java-Based Applications Web Browsers Supported for Java-Based Applications Windows Platforms (32-bit versions only) Apple MAC Platforms Five9 Supervisor Additional Requirements Apple ipad system Requirements Headsets for Apple ipad Workstation Requirements for Supervisors using Spreadsheet Dashboard Headset Requirements for Agents and Supervisors Application and Feature Operating Notes Five9 Adapter for Oracle Service Cloud with Chat Five9 Web Page Security and Visual IVR Scripts Dashboards Agent Desktop with Chat, Social, and Channels Ports Attachments Five9 Integrated Administration Console Chapter 3 Five9 SIP Trunking Options Private SIP Trunking by Five9 ITSP Providers SIP Trunking by Customer ITSP Provider Private SIP Trunking for Five9 Gateway to Customer Gateway Chapter 4 Five9 Agent Integrations Requirements for Web-Based Adapters Workstation Requirements Windows Platforms Apple Mac Platforms Operating Systems Windows 32 and 64 Bits Apple Mac Application Requirements Managed Package for Salesforce Five9 Plus Adapter for Microsoft Dynamics CRM Five9 Plus Adapter for Zendesk Web Browsers Windows Platforms (32-bit versions only) iv Five9 Technical Requirements

5 Mac Platforms Requirements for Java-Based Adapters Operating Systems Windows 32- and 64-Bit Operating Systems Apple Mac Operating Systems Five9 Agent Desktop Toolkit Additional Requirements Java Requirements Web Browsers (32-bit versions only) on Windows Platforms Web Browsers on Mac Platforms Five9 Adapters for Salesforce Open CTI Adapter for Salesforce Version 3 Adapter for Salesforce Version 4 Adapter for Salesforce Five9 Adapter for NetSuite Five9 Adapter for Oracle Service Cloud Five9 Adapter for Velocify Five9 Cloud API Web Services (Custom Integration) Chapter 5 NICE Requirements NICE Application Requirements Agent Desktop Requirements for NICE Agent Desktop Workstation User Access Privileges for NICE Supervisor Desktop Requirements for NICE Supervisor Desktop Workstation User Access Privileges for NICE NICE Client Applications Required NICE Network Requirements (LAN and WAN) NICE Firewall Requirements NICE WFM Workforce Management Application Requirements Agent Desktop Requirements Workforce Planners and Supervisors Desktop Requirements Applications Required Network Requirements (LAN and WAN) Firewall Requirements Chapter 6 Network Requirements Five9 Network Connectivity Virtual Private Network (VPN) VPN and Quality of Service (QOS) VPN and Private IP Addresses Direct Connection Option Required Direct Connection Criteria Five9 Network Requirements (LAN and WAN) Other VoIP Services and Phones, Ports, IP Address Ranges, and Network Traffic Whitelisted Internet Domains and IP Addresses Five9 IP Address Ranges Five9 Internet Domains v Five9 Technical Requirements

6 CounterPath Softphone Requirements DNS Note SIP Firewall Note TCP/UDP Port Requirements for Softphone Customers TCP/UDP Port Requirements for Gateway Customers TCP/UDP Port Requirements for PSTN Customers TCP/UDP Port Requirements for FTP/SFTP Access Network Requirements for Five9 Video Support IMAP Port Requirements for Five9 Access API Customers (excluding CTI Web Services API) CTI Web Services API Customers Third-Party Software Five9 Quality of Service (QoS) Features Workstation QoS Option Network QoS Option Appendix A References Terms Used in This Document Reference Documents vi Five9 Technical Requirements

7 What s New in this Guide Chapter 3 This table lists the changes made in the last six releases of this document: Release October 2016 September 2016 Changes Added support for outbound traffic with TLS 1.1 and 1.2. See Supported SSL-TLS Protocols Versions. Added a note about Mac OS and Safari 10. For more information, see Apple Mac Operating Systems Supported. Updated Firefox support to version 50. Added a note about Internet Explorer and the chat and consoles. For more information, see Windows Platforms (32-Bit). Added Network Requirements for Five9 Video Support. Added Bandwidth Requirements for Five9 Video Support for Agents. Added notes about the version of Internet Explorer and Safari that are supported for ADP and the chat, , and the survey consoles. See Web Browsers Supported for Web-Based Applications. Added a note about Sierra OS X, version beta, which interferes with the softphone. Added VMWare Platforms as a supported platform for VDI. Updated the JRE support information: Java 8 update 111. Added CIDR format to Five9 IP Address Ranges and clarified that section. Added a note configuring Microsoft Exchange 2010 to prevent delays in delivery. Added the supported version of Microsoft Dynamics CRM and Zendesk in Five9 Plus Adapter for Microsoft Dynamics CRM and Five9 Plus Adapter for Zendesk. Added Windows 10 Anniversary Update to the list of supported Windows platforms, except for the Oracle Service Cloud. See Windows Operating Systems (32- and 64-Bit) (Plus applications) and Windows Operating Systems (32- and 64-Bit) (Java applications). vii Five9 Technical Requirements

8 What s New in this Guide Release Changes August 2016 Added secure port information about IMAP Port Requirements for Five9 Access. Added additional Whitelisted Internet Domains and IP Addresses. Updated Java requirements. Updated browser requirements. Added Ports. Added Web Browsers Supported for Zendesk and Microsoft Dynamics CRM. Added Video Cameras Supported for Five9 Visual Support. Added support for Skype for Business in the Agent Desktop Plus application. See Web-Based Application Requirements, Five9 Network Requirements (LAN and WAN), and Five9 Internet Domains. Added Windows Media Player to Workstation Requirements for Five9 Visual Support. April 2016 Updated the JRE support information: Java 8 update 91. Updated Firefox support to version 45, 46, 47. Updated Internet Explorer support to version 11. Updated Safari support to version 9. March 2016 Added a note for users of Google Chrome version 48 + about creating a specific call center for agents who plan to use this browser. viii Five9 Technical Requirements

9 Chapter 1 Environment and Security Technical Requirements Network Assessment Test for Voice Quality Digital Certificates Supported SSL-TLS Protocols Versions Five9 and RMI Five9 uses the secure Remote Method Invocation (RMI) protocol. RMI is used for the Java-to-Java communications between the Five9 client applications and the Five9 Virtual Call Center platform. The Five9 RMI traffic is transmitted out of the firewall through open TCP ports by using the SSL/TLS protocol. Five9 and RTP Voice traffic for VCC is transferred using the Real-Time Transport Protocol (RTP). The RTP download (inbound) streams the voice packets sent from the Five9 data center to the agent s softphone. The voice packets are rebuilt in the softphone and represent the caller s voice in the upstream (outbound). The voice packets are then sent from the agent s softphone to the Five9 data centers to be rebuilt and played back to the caller as the agent s voice. The voice packet transfer uses User Datagram Protocol (UDP) which is faster and more efficient than TCP for time-sensitive applications, such as VoIP. Intercepting the RTP stream to listen in on a leg of the call would require local network access to successfully rebuild the packets into an intelligible voice stream. Network Assessment Test for Voice Quality Five9 Network Assessment Test uses Port 80 and 8081 for Network Assessment Testing. VoIP quality tests can be run from from any agent workstation to the Five9 data center. 1 Five9 Technical Requirements

10 Environment and Security Technical Requirements Digital Certificates Digital Certificates For a successful secure communication with the Five9 VCC platform, users might need to download and install on their workstation the following Root and Intermediate Certificates from well-known Certificate Issuing Authorities (CA) that Five9 uses: Thawte, Inc. Certificate VeriSign Certificates Type Link Type Link Extended Validation (EV) Certificate Intermediate Certificate Root Certificate Intermediate Certificate Standard Certificate Root Certificate index?page=content&id=ar index?page=content&id=ar657 GeoTrust and RapidSSL Certificates Type Root Certificate link Intermediate Certificate link Link certificates/geotrust_global_ca.pem index?page=content&id=ar1549&actp=list&viewlocale=en_us 2 Five9 Technical Requirements

11 Environment and Security Technical Requirements Supported SSL-TLS Protocols Versions Supported SSL-TLS Protocols Versions The Five9 VCC Platform, applications, and API support the following security protocols: Security Protocol Version Supported SSL Secure Sockets Layer protocol (SSL) version 3. Note Version 2 is not supported because it is not secure. TLS Transport Layer Security protocol (TLS): TLS 1.0, TLS 1.1 and TLS 1.2 are supported for inbound and outbound traffic. SSL-TLS Cipher Suite WSS Minimum of 128-bit encryption required. Secure Web Socket (WSS) is the secure version of the WebSocket protocol that uses SSL and TLS for encryption. All supported Web browsers support these security protocols. Please ensure that you are following Five9 requirements for supported Web browsers. When developing and using a custom Web service to communicate with the Five9 API server, ensure that the web service is using the supported security protocols identified in this section. Five9 does not accept unencrypted connections to the APIs. If the customer environment uses proxy servers, the server must support Secure Web Sockets (WSS). This applies to proxies configured at both the desktop level and network level 3 Five9 Technical Requirements

12 Chapter 2 Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements Virtual Desktop Infrastructure Requirements Five9 Java-Based Application Requirements Headset Requirements for Agents and Supervisors Application and Feature Operating Notes Web-Based Application Requirements The requirements listed here are specific to the Five9 Agent Desktop Plus. Agents running additional software applications require additional RAM and a faster processor. It is your responsibility to ensure that each desktop has sufficient hardware to support all applications that are running on the desktop alongside the Five9 application. Users access the Five9 Agent Desktop Plus application through a Web interface. The Five9 Agent Desktop Plus application uses standard security protocols HTTPS and Secure Web Socket (WSS) to communicate with the Five9 environment. Agent Desktop Plus automatically downloads and uses the Skype Web SDK. Therefore agents should have access to the internet or at least to the Microsoft CDN site to connect to a Lync 2013 or Skype for Business 2015 server. Agents who use the PSTN softphone connection also need a license for Lync 2011 or Lync 2013 client, which is the voice endpoint. If you plan to use proxy servers, the servers must support Secure WebSocket connections. See Supported SSL-TLS Protocols Versions for details. Workstation Requirements for Web-Based Applications Workstation Requirements for Five9 Visual Support Web Browsers Supported for Web-Based Applications 4 Five9 Technical Requirements

13 Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements Workstation Requirements for Web-Based Applications Windows Platform Requirements Apple Mac Workstation Requirements Windows Platform Requirements Component Minimum Version or Value Recommended Version or Value Processor Memory Intel Pentium IV 1500MHZ or greater, or equivalent (based on published benchmark results) 1.5 GB or higher with Windows Vista, Windows 7, and Windows 8 Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results) 2.0 GB or greater Screen Resolution 1024 x 768 or higher 1024 x 768 or higher Apple Mac Workstation Requirements Component Minimum Version or Value Recommended Version or Value Processor Intel Core i5, 1.7 GHz Intel Core i7, 2.3 GHz Intel Core i5, 1.7 GHz Intel Core i7, 2.3 GHz Memory 2GB of RAM 2GB of RAM Workstation Requirements for Five9 Visual Support Windows Requirements Apple Mac Requirements Windows Requirements Component Minimum Version or Value Recommended Version or Value Processor Memory Intel Core 2 Duo or AMD Athlon X2 2GB of RAM 2 GB or higher with Windows Vista, Windows 7, and Windows 8 Intel Core i or AMD A8 6K series with 2GB of RAM 2.0 GB or greater 5 Five9 Technical Requirements

14 Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements Component Minimum Version or Value Recommended Version or Value Screen Resolution 1024 x 768 or higher 1024 x 768 or higher Apple Mac Requirements Component Minimum Version or Value Recommended Version or Value Processor Intel Core 2 Duo 1 GB RAM Intel Core i GB RAM Memory 2GB of RAM 2GB of RAM Operating Systems for Five9 Visual Support Windows Operating Systems (32- and 64-Bit) Apple Mac Operating Systems (32- and 64-Bit) Windows Operating Systems (32- and 64-Bit) Windows 7 Windows 8 Windows 8.1 Apple Mac Operating Systems (32- and 64-Bit) Mavericks OS X; Version 10.9 Yosemite OS X; Version El Capitan OS X; Version Operating Systems for Web-Based Applications Windows Operating Systems (32- and 64-Bit) Workstation User Access Privileges Apple Mac Operating Systems Supported Windows Operating Systems (32- and 64-Bit) Windows 7 Professional Windows 7 Ultimate 6 Five9 Technical Requirements

15 Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements Windows 7 Home Premium Windows 8 Windows 8 Professional Windows 8.1 Windows 8.1 Professional Windows 10 Windows 10 Anniversary Update (except with Oracle Service Cloud) If you enabled Secure RTP, minimum technical requirements are increased to Intel Pentium IV 2.66 GHZ or greater and 1.5 GB memory. SRTP cannot be enabled with NICE Product integration. In certain windows platforms, Windows Media Player is not installed by default so the required MP3 codecs are absent. As a result, sound alerts and voice mail recordings cannot be played in Internet Explorer and Firefox. To resolve this issue, install the appropriate update for your platform: Windows 7 N and KN Windows 8 N and KN Windows 8.1 N and KN Windows 10 N and KN Workstation User Access Privileges Operating System Windows 7 Windows 8 Windows 8.1 Windows 10 Version and Notes User Access Control (UAC) can remain enabled during installation. VCC users must, at a minimum, be standard users on their Windows workstation. Windows Edge browser is not supported. Apple Mac Operating Systems Supported Sierra OS X, version beta Mavericks OS X, version 10.9 Yosemite OS X, version El Capitan OS X, version Sierra OS X, version beta Note With this operation system, Safari 10 prevents the softphone from starting. 7 Five9 Technical Requirements

16 Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements Web Browsers Supported for Web-Based Applications Windows Platforms (32-Bit) Apple Mac Platforms Windows Platforms (32-Bit) Browser Google Chrome Version Most recent stable version and 2 previous versions in Windows Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. Firefox Versions 48, 49, and 50 Internet Explorer Version 11 Microsoft Edge Browser is not supported. Note Preview and proactive chat, , and survey console offers to your customers are not displayed if your customers use version 10 or lower. Instead they see a message recommending that they update to version 11. Apple Mac Platforms Browser Google Chrome Browser Version Most recent stable version. Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version. Firefox Versions 48, 49, and 50 Safari Version 10 Note In Mac platforms, users of Microsoft Dynamics CRM are limited to Safari. Preview and proactive chat, , and survey console offers to your customers are not displayed if your customers use version 9 or lower. Instead they see a message recommending that they update to version Five9 Technical Requirements

17 Agent and Supervisor Applications Technical Requirements Web-Based Application Requirements Video Cameras Supported for Five9 Visual Support Agent Side These cameras have been tested and are supported for Five9 Visual Support with your Five9 interface: Canyon CNE-CWC3 FullHD Creative Live! Cam Chat HD Defender G-lens 2597 HD Genius FaceCam 1000X V2 Logitech HD WebCam B525 Logitech HD WebCam B910 Logitech HD WebCam C270 Logitech HD WebCam C310 Logitech HD WebCam C525 Microsoft LifeCam Cinema for Business Microsoft Retail LifeCam HD-3000 Ritmix RVC-051M SVEN IC-950 HD Trust Trino HD video Customer Side These cameras have been tested and are supported by Five9 Visual Support for use by customers, or contacts, during the video session: ipad ipad Air ipad 4 ipad mini ipad mini2 ipad 2 with Retina display 9 Five9 Technical Requirements

18 Agent and Supervisor Applications Technical Requirements Virtual Desktop Infrastructure Requirements Mobile devices iphone 4 iphone 4S iphone 5 iphone 5C iphone 5S Samsung Galaxy Note 10.1 Samsung Galaxy Note 3 Samsung Galaxy S4 Google NEXUS7C ASUS Nokia Lumia 520 Microsoft Surface Pro Mac OS X devices imac 21.5 Macbook Air 13 MacBook Pro MacBook Air 11 MacBook Retina 12 Virtual Desktop Infrastructure Requirements Your agents can access Five9 Plus applications from a virtual desktop without compromising audio quality when using the softphone mode. You can use a virtual desktop with these Five9 agent applications: Agent Desktop Plus Plus Adapter for Agent Desktop Toolkit Plus Adapter for Salesforce Plus Adapter for NetSuite Plus Adapter for Oracle Service Cloud Plus Adapter for Microsoft Dynamics CRM Plus Adapter for Zendesk You may use a virtual desktop with these phone connections and channels: Phone connections: Five9 Softphone, PSTN, and gateway Channels: , chat, and social 10 Five9 Technical Requirements

19 Agent and Supervisor Applications Technical Requirements Virtual Desktop Infrastructure Requirements Gateway connections are supported with either a direct SIP station or a registered gateway SIP station with an external IP address. The Five9 VCC Supervisor and Administrator applications are not supported with the virtual desktop. Virtualization solutions with Windows Terminal Services is not officially supported by Five9. Hardware Operating Systems Virtual Desktop Infrastructure Virtualization Server Hardware You may use VDI with thin or thick clients. Ensure that Dell Wyse File-Based Filter control (FBWF) is disabled on Dell Wyse terminals. Too many folders in the path prevent the agent application from running. Five9 has tested these thin clients: Windows Thin client Monitor Dell Wyse C9OLE7 Thin Client Dell Wyse Z9OD7 Thin Client Operating Systems Agent Workstation Thin Clients Operating System Windows 7 Embedded Windows 8 Embedded Version 32-bit and 64-bit 32-bit and 64-bit 11 Five9 Technical Requirements

20 Agent and Supervisor Applications Technical Requirements Virtual Desktop Infrastructure Requirements Agent Workstation Thick Clients Operating System Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium Windows 8 Windows 8 Professional Windows 8.1 Windows 8.1 Professional Version 32-bit and 64-bit 32-bit and 64-bit 32-bit and 64-bit 32-bit and 64-bit 32-bit and 64-bit 32-bit and 64-bit 32-bit and 64-bit Virtual Desktop Infrastructure Five9 supports these platforms. Citrix Platforms Five9 supports these platforms: Citrix ZenApp Server version 6.5 Citrix XenDesktop version 6.0 This table describes the Citrix XenApp Server configuration specific to Five9. Citrix Component Version or Value Windows Server 2008 R2 Service Pack 1 Recommended Microsoft Patches Remote Desktop Session Host Configuration , , , , , and all available through Windows Update ( ) Audio playback, audio recording: Allowed Per session IP Virtualization: Enabled 12 Five9 Technical Requirements

21 Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements Citrix Component XenApp Server Policies Citrix Receiver Version or Value Computer: Virtual IP loopback support: Enabled Virtual IP virtual loopback programs list: add java.exe, javaw.exe, javaws.exe User: Client audio redirection: Allowed Client microphone redirection: Allowed Microphones/Webcams (Connection Center): Full Access VMWare Platforms Five9 supports version 6.0 and higher. Virtualization Server Five9 does not specify requirements or support for the virtualization server installation. For requirements and support information, contact your vendor. Five9 Java-Based Application Requirements These requirements apply to the Five9 Agent Desktop and Supervisor applications. Agents running additional software applications require additional RAM and a faster processor to support. Ensure that each desktop has sufficient hardware to support all applications that are running on the desktop alongside the Five9 application. Supervisors running reporting applications require additional memory. See Workstation Requirements for Supervisors using Spreadsheet Dashboard Workstation Requirements Operating Systems Supported for Java-Based Applications Web Browsers Supported for Java-Based Applications Five9 Supervisor Additional Requirements Workstation Requirements Windows Platform Requirements Apple Mac Platforms Java Requirements 13 Five9 Technical Requirements

22 Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements Windows Platforms Component Version or Value Recommended Version or Value Processor Memory Intel Pentium IV 1500MHZ or greater, or equivalent (based on published benchmark results) 1.5 GB or higher with Windows Vista, Windows 7, and Windows 8 Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results) 2.0 GB or greater Screen Resolution 1024 x 768 or higher 1024 x 768 or higher Apple Mac Platforms The Apple Mac platform is supported for the Five9 VCC Administrator, Desktop Agent, and Supervisor. The Mac platform is also supported for Five9 Java-Based Salesforce Open CTI Adapter, Agent Desktop Toolkit, and other integrations. Important Versions 3 and 4 of the Five9 CTI Adapter for Salesforce are not supported on Mac OS X platform. The Five9 Open CTI Adapter for Salesforce is supported on Mac OS X releases. Component Minimum Version or Value Recommended Version or Value Processor Intel Core i5, 1.7 GHz Intel Core i7, 2.3 GHz Intel Core i5, 1.7 GHz Intel Core i7, 2.3 GHz Memory 2GB of RAM 2GB of RAM Java Requirements Component Version Java Runtime Environment 8.0 updates 91, 101, and bit version required for softphone use 14 Five9 Technical Requirements

23 Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements Operating Systems Supported for Java-Based Applications Windows Operating Systems (32- and 64-Bit) Five9 Agent or Supervisor Workstation User Access Privileges Apple Mac Operating Systems Supported Windows Operating Systems (32- and 64-Bit) Windows Vista 32-bit Windows Vista 64-bit Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium Windows 8 Windows 8 Professional Windows 8.1 Windows 8.1 Professional Windows 10 Windows 10 Anniversary Update (except with Oracle Service Cloud) Five9 Agent or Supervisor Workstation User Access Privileges Operating System Windows Vista Windows 7 Windows 8 Windows 8.1 Windows 10 Version and Notes User Access Control (UAC) can remain enabled during installation. VCC users must, at a minimum, be standard users on their Windows workstation. Note Windows Edge browser is not supported. Apple Mac Operating Systems for Java-Based Applications Lion OS.X; Version 10.7 Mountain Lion OS.X; Version 10.8 Mavericks OS X; Version 10.9 Yosemite OS X; Version El Capitan OS X; Version Five9 Technical Requirements

24 Agent and Supervisor Applications Technical Requirements Five9 Java-Based Application Requirements Web Browsers Supported for Java-Based Applications Windows Platforms (32-bit versions only) Apple MAC Platforms Windows Platforms (32-bit versions only) Browser Google Chrome Version Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. Firefox Versions 48, 49, and 50 Internet Explorer Version 11 Apple MAC Platforms Browser Version Firefox Versions 48, 49, and 50 Safari 10 Google Chrome Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. Five9 Supervisor Additional Requirements The requirements listed here are in addition to those listed in Workstation Requirements. Supervisors running additional software applications require additional RAM and a faster processor to support. It is your responsibility to ensure that each desktop has sufficient hardware to support all applications that are running on the desktop alongside of the Five9 application. Note Some optional features (Excel Dashboards) require Microsoft Office 2003 or later. Apple ipad system Requirements Headsets for Apple ipad Workstation Requirements for Supervisors using Spreadsheet Dashboard 16 Five9 Technical Requirements

25 Agent and Supervisor Applications Technical Requirements Headset Requirements for Agents and Supervisors Apple ipad system Requirements The Apple ipad platform is supported for the Five9 Supervisor App for ipad. Component Version or Value Operating System Version ipad 4th Generation 3rd Generation ipad 2 ipad Mini ipad Air Retina ipad Mini ios 8.2, 9.0 Headsets for Apple ipad Any headset which is compatible with ipad and any Advanced Audio Distribution Profile (A2DP) compatible Bluetooth device which is certified by Apple for use with ipad devices. Workstation Requirements for Supervisors using Spreadsheet Dashboard Component Processor Memory Version Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results) 3.0 GB or greater Headset Requirements for Agents and Supervisors Five9 recommends USB-connected headsets with noise canceling features. Analog headsets are not supported. For suggested devices, see Five9 Recommended Headsets. Note Wireless LAN technology often results in degradation of call voice quality, causes a delay between the audio played and heard, and can present other audio issues. Because these issues contribute to a lower-quality customer experience, Five9 does not recommend wireless headsets when more than 10 agents are active at the same time. 17 Five9 Technical Requirements

26 Agent and Supervisor Applications Technical Requirements Application and Feature Operating Notes Application and Feature Operating Notes Five9 Adapter for Oracle Service Cloud with Chat Five9 Web Page Security and Visual IVR Scripts Dashboards Agent Desktop with Chat, Social, and Channels Five9 Integrated Administration Console Five9 Adapter for Oracle Service Cloud with Chat Five9 Chat displays an error message unless the profile is configured with appropriate permissions. For configuration instructions, see the Five9 Adapter for Oracle Cloud Service Administrator s Guide. Five9 Web Page Security and Visual IVR Scripts VCC Administrators can apply Web page security to Visual IVR (vivr) scripts to prevent these scripts from being embedded in a web page X-frame where the user can be hijacked to some other page. All browsers do not support X-Frame in the same way. This table lists the browsers and versions that support X-Frame-Options HTTP header that is used with the Five9 Web Page Security feature. Fully Supported Browsers Partially Supported Browsers (ALLOW_FROM value not supported) Internet Explorer 11 Windows phone 8 Firefox Chrome 46, 47, (Android phone) Safari 8, Opera 26 To test any other browser version, use this test page: xframeoptions/. For more information, refer to the Five9 IVR Administrator s Guide. Five9 Visual IVR does not work if Internet Explorer is set to Compatibility View. 18 Five9 Technical Requirements

27 Agent and Supervisor Applications Technical Requirements Application and Feature Operating Notes Dashboards The browser must support Secure WebSocket (WSS) and SVG. Dashboards do not work if the browser is set to Compatibility View. Agent Desktop with Chat, Social, and Channels Some antivirus software, such as Avast! Antivirus, might interfere with the ability to use the Chat, Social, or multichannel features because the software prevents text media from loading. Ports Inbound IMAP, IMAP Secure: - Port 143: Default IMAP non-encrypted port - Port 993: Secure IMAP port. POP3/POP3 Secure: - Port 110: Default SMTP non-encrypted port. - Port 995: Secure POP3 port. Outbound SMTP - Port 25: Default SMTP non-encrypted port. - Port 465: Secure SMTP port. Attachments Five9 supports attachments up to 10 MB in size in these formats: AVI, GIF, JPG, JPEG, PDF, TIF, TIFF, MPG, MPEG, MP3, WAV, TXT, PNG, XLS, DOC, DOCX, ZIP_X, and LSX. Five9 Integrated Administration Console Browser requirements for integrated administration console. Browser Google Chrome Version Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. 19 Five9 Technical Requirements

28 Chapter 3 Five9 SIP Trunking Options SIP Trunks are VoIP based Carrier Service offered by an Internet Telephony Service Provider (ITSP) using SIP to set up communications to the PSTN for inbound, outbound and/or blended calling by a Five9 Agent. SIP Trunking can support all domestic and/or International calling as well as Toll-Free services the same as a PSTN carrier. The other option is a Gateway to Gateway Option that is reserved for Enterprise Customers with SIP Infrastructure already in place or considering it as a new install option. Private SIP Trunking by Five9 ITSP Providers SIP Trunking by Customer ITSP Provider Private SIP Trunking for Five9 Gateway to Customer Gateway Private SIP Trunking by Five9 ITSP Providers Private SIP Trunking provided by Five9 ITSP Providers. This service originates in the Five9 Data Center and connects to the PSTN. No configuration is needed by the customer. 20 Five9 Technical Requirements

29 Five9 SIP Trunking Options SIP Trunking by Customer ITSP Provider SIP Trunking by Customer ITSP Provider SIP Trunking provided by the Customer ITSP Provider. This service originates in the Customer ITSP and connects back to the Five9 SIP Proxy Server(s) in the Five9 Data Center. To successfully configure, test and turn-up, the SIP trunking the installation checklist must be completed by the customer and returned to Five9. Private SIP Trunking for Five9 Gateway to Customer Gateway Private SIP Trunking for Five9 Gateway to Customer Gateway (i.e. AVAYA, CISCO, Asterisk, etc.) connections is a method where by a customer can connect into Five9 infrastructure via SIP. This can be done over the Internet and/or through a VPN or Direct Connect Option. This requires that the customer have SIP Infrastructure (i.e. SBC, Proxy Sever, SIP Server, etc.) in place today or will be installed during the Five9 setup. 21 Five9 Technical Requirements

30 Chapter 4 Five9 Agent Integrations Managed Package for Salesforce Requirements for Web-Based Adapters Requirements for Java-Based Adapters Requirements for Web-Based Adapters These requirements apply to Five9 Plus Adapters: Five9 Plus Adapter for Agent Desktop Toolkit Five9 Plus Adapter for Salesforce Five9 Plus Adapter for Oracle Five9 Plus Adapter for NetSuite Microsoft Dynamics CRM Zendesk Ensure that each desktop has sufficient hardware to support all applications that are running on the desktop alongside the Five9 application. Agents running additional software applications might require additional RAM and a faster processor. The Five9 Plus Adapters use standard security protocols HTTPS and Secure WebSocket connections to communicate with the Five9 environment. If you plan to use proxy servers, the servers must support Secure WebSocket. See Supported SSL-TLS Protocols Versions for details. Workstation Requirements Operating Systems Application Requirements Web Browsers 22 Five9 Technical Requirements

31 Five9 Agent Integrations Requirements for Web-Based Adapters Workstation Requirements Windows Platforms Component Minimum Version or Value Recommended Version or Value Processor Memory Screen Resolution Intel Pentium IV 1500MHZ or greater, or equivalent (based on published benchmark results) 1.5 GB or higher with Windows Vista, Windows 7, and Windows x768 or higher Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results) 2.0 GB or greater 1024x768 or higher Note If you enable Secure RTP, the minimum workstation requirement is Intel Pentium IV 2.66 GHZ or greater and 1.5 GB memory. Apple Mac Platforms Component Minimum Version or Value Recommended Version or Value Processor Memory Intel Core i5, 1.7 GHz Intel Core i7, 2.3 GHz 2GB of RAM Operating Systems Windows 32 and 64 Bits Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium Windows 8 Windows 8 Professional Windows Five9 Technical Requirements

32 Five9 Agent Integrations Requirements for Web-Based Adapters Windows 8.1 Professional Windows 10 Apple Mac Mavericks OS X, Version 10.9 Yosemite OS X, Version El Capitan OS X, Version Application Requirements Managed Package for Salesforce Managed Package version 2.28 is required for all Five9 Salesforce adapters. Five9 Plus Adapter for Microsoft Dynamics CRM The Five9 Plus Adapter requires at least version of Microsoft Dynamics CRM Online. Five9 Plus Adapter for Zendesk The Five9 Plus Adapter requires at least Zendesk version Web Browsers Browsers require specific configurations to run Five9 Plus Adapters. For configuration details, refer to the administrator s and agent s guides for your integration. Windows Platforms (32-bit versions only) Browser Google Chrome Version Most recent stable version. Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version. Firefox Versions 46, 47, Five9 Technical Requirements

33 Five9 Agent Integrations Requirements for Java-Based Adapters Browser Version Internet Explorer Version 11 Salesforce Sales Cloud: Due to potential performance issues, Five9 recommends that agents working with multiple tabs do not use Internet Explorer 11. Plus Adapter for Oracle Service Cloud: Requires Internet Explorer. However, because this version cannot play WAV files, agents may not hear notifications for inbound calls if they disable Auto- Answer Inbound/Autodial Calls in their softphone settings. Mac Platforms Browser Google Chrome Browser Version Most recent stable version. Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version. Firefox Versions 46, 47, 48 Safari 9 Requirements for Java-Based Adapters Operating Systems Five9 Agent Desktop Toolkit Five9 Adapters for Salesforce Five9 Adapter for NetSuite Five9 Adapter for Oracle Service Cloud Five9 Adapter for Velocify Five9 Cloud API Web Services (Custom Integration) Operating Systems Windows 32- and 64-Bit Operating Systems Apple Mac Operating Systems Windows 32- and 64-Bit Operating Systems Windows Vista 32-bit; Service Pack 1 25 Five9 Technical Requirements

34 Five9 Agent Integrations Requirements for Java-Based Adapters Windows Vista 64-bit; Service Pack 1 Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium Windows 8 Windows 8 Professional Windows 8.1 Windows 8.1 Professional Windows 10 Apple Mac Operating Systems Mavericks OS X, Version 10.9 Yosemite OS X, Version El Capitan OS X, Version Five9 Agent Desktop Toolkit For operating systems, see Agent and Supervisor Applications Technical Requirements. Five9 Agent Desktop Toolkit supports voice channel features only. It cannot be used for text channels. Additional Requirements Component Memory Version For CRM Integrations and the Agent Desktop Toolkit, add 512 MB to agent desktop requirements Supported Web browsers the Agent Desktop Toolkit Java Requirements Component Java Runtime Environment (JRE) Version 8.0 updates 91, 101, and bit version required for softphone use 26 Five9 Technical Requirements

35 Five9 Agent Integrations Requirements for Java-Based Adapters Web Browsers (32-bit versions only) on Windows Platforms Browser Google Chrome Version Most recent stable version. Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version. Note Except for Salesforce Open CTI, Chrome cannot be used on Mac platforms for integrations. See the FAQ at download/faq/chrome.xml Firefox Versions 48, 49, and 50 Internet Explorer Version 11 Web Browsers on Mac Platforms Browser Version Firefox Versions 48, 49, and 50 Safari 9 Google Chrome Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. Five9 Adapters for Salesforce Open CTI Adapter for Salesforce Version 3 Adapter for Salesforce Version 4 Adapter for Salesforce Open CTI Adapter for Salesforce Salesforce Open CTI Adapter Minimum Workstation Requirements. Component Version Memory For CRM Integrations and the Agent Desktop Toolkit, add 512 MB to agent desktop requirements 27 Five9 Technical Requirements

36 Five9 Agent Integrations Requirements for Java-Based Adapters Java Requirements for Open CTI Adapter for Salesforce. Component Version Java Runtime Environment (JRE) 8.0 updates 91, 101, and bit version required for softphone use Salesforce Supported Versions. Salesforce Product Version Supported Salesforce Service Cloud Console Partner Edition Unlimited, Enterprise and Professional Editions Supported when used in a supported edition Not supported Salesforce.com determines the Web browsers and their versions supported for the Salesforce development toolkit. Browsers are 32-bit versions only. Open CTI Browser Support (Mac and Windows) (Effective date 2/24/2016). Browsers for Open CTI Adapter Version Supported Platform Internet Explorer Version 11 Windows Firefox Versions 48, 49, and 50 Windows and Mac Google Chrome Most recent stable version. Google automatically updates the Chrome browser. Five9 makes every effort to support the most recent version. Google Chrome version 48 + Note Versions 48 and 49 do not support mixed content. If your agents want to use Chrome, you need to create a call center with a specific call center definition file. For more information, see the Open CTI Adapter for Salesforce Administrator s Guide. Windows and Mac Safari Version 9 Mac 28 Five9 Technical Requirements

37 Five9 Agent Integrations Requirements for Java-Based Adapters Version 3 Adapter for Salesforce CTI Adapter Version 3.x Browser Support (Windows only). Important Salesforce has announced End of Support for the CTI Toolkit. Five9 recommends that you migrate to the Salesforce Open CTI solution as soon as possible. Browsers for CTI Adapter, Version 3.x Version Supported Internet Explorer Versions 8, 9, and 10 (minimum Internet Explorer 8 recommended). Version 11 is not supported. Firefox Versions 8, 9, and 10. Version 11 is not supported. Version 4 Adapter for Salesforce CTI Adapter, Version 4.x Browser Support (Windows only). Browsers for CTI Adapter, Version 4.x Version Supported Internet Explorer Version 11 Firefox Versions 48, 49, and 50 Google Chrome Most recent stable version. Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version. Note CTI Adapter Version 3 is not supported on Java version 8 update 51. The CTI Adapter Versions 4.x require Microsoft.NET framework The CTI Adapter Versions 4 is not supported on Java 8 updates 25, 45, or 51. Five9 Adapter for NetSuite Five9 supports the current and previous versions of NetSuite CRM+. 29 Five9 Technical Requirements

38 Five9 Agent Integrations Requirements for Java-Based Adapters Java Requirements for Five9 Adapter for NetSuite. Component Version Java Runtime Environment (JRE) 8.0 updates 91, 101, and bit version required for softphone use. NetSuite CRM supported Web Browsers (32-bit versions only). Browsers Version Supported Google Chrome Most recent stable version. Google Chrome automatically updates; Five9 makes every effort to test and support the most recent version. Firefox Versions 48, 49, and 50 Internet Explorer Versions 11 Safari Version 9 Five9 Adapter for Oracle Service Cloud Supported Web Browsers (32-bit versions only) for Oracle Service Cloud. Browser Version Microsoft.NET Framework Version 4.0 Note Five9 Chat displays an error message unless the Profile is configured with appropriate permissions. Refer to the Five9 Adapter for Oracle Cloud Service Administrator s Guide for configuration instructions. 30 Five9 Technical Requirements

39 Five9 Agent Integrations Requirements for Java-Based Adapters Five9 Adapter for Velocify Five9 supports the current and previous versions of Velocify Small Business and Enterprise. Your version of Velocify must support XML Post capabilities. Java Requirements for Five9 Adapter for Velocify. Component Version Java Runtime Environment (JRE) 8.0 updates 91, 101, and bit version required for softphone use. Supported Web Browsers (32-bit versions only) for Velocify. Browsers Version Supported Google Chrome Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. Firefox Versions 48, 49, and 50 Internet Explorer Version 11 Five9 Cloud API Web Services (Custom Integration) The Five9 Cloud API web services enable customers to create custom integrations. APIs include technical limits designed to prevent excessive use that may degrade overall performance of the API services. Please consult the Five9 API documentation on the Customer Support Portal for the current limits for each API. 31 Five9 Technical Requirements

40 Chapter 5 NICE Requirements NICE Application Requirements NICE WFM Workforce Management Application Requirements NICE Application Requirements The Five9 and NICE Product integration is a CTI SIP based integration that supports a multi-tenant solution with each customer getting a secure tenant of NICE R4.1 Interaction Management. The NICE application suite can be accessed via a web browser on the user s workstation. Some features require the installation of additional components on the workstation. Agent Desktop Requirements for NICE Agent Desktop Workstation User Access Privileges for NICE Supervisor Desktop Requirements for NICE Supervisor Desktop Workstation User Access Privileges for NICE NICE Client Applications Required NICE Network Requirements (LAN and WAN) NICE Firewall Requirements Agent Desktop Requirements for NICE The following requirements assume the Five9 Virtual Call Center and NICE products are the only applications running on the agent workstation. Agents running additional software will require additional RAM and a faster processor; sufficient hardware to support all agent applications is at the discretion of the agent s computer administrator. Note As of 7/17/2013, Windows 8 is not supported for NICE implementations. 32 Five9 Technical Requirements

41 NICE Requirements NICE Application Requirements Minimum Agent Workstation Requirements for NICE. Component Requirement Processor Intel Core 2 Duo E4300 (2M Cache, 1.8 GHz, 800 MHz FSB) equivalent or higher, or equivalent (based on published benchmark results). Memory 2.5 GB or higher with Windows Vista, and Windows 7. Recommended Workstation Requirements. Component Requirement Memory 3.0 GB or greater higher with Windows Vista, - and Windows 7. Operating Systems for NICE Supported Operating Systems for NICE. Operating System Version Supported Windows Vista 32-bit Service Pack 2 Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium 32-bit and 64-bit 32-bit and 64-bit 32-bit and 64-bit Note The Microsoft.NET Framework is required to use NICE Workforce Optimization products. Microsoft.NET Framework versions 3.5 SP1 and 4.0 are supported.net Framework version does not work. Windows Media Player 9 or higher is required. Microsoft DirectX 9.0c or higher is required. SRTP cannot be enabled with NICE Product integration. Supported Apple Mac Platform Requirements. Component Requirement Apple ipad for WebStation ios version (includes Safari) Storage: 32 GB; Wireless: Wi-Fi Supported Operating Systems for NICE 33 Five9 Technical Requirements

42 NICE Requirements NICE Application Requirements Agent Desktop Supported Web Browsers (32-bit versions only). Browser Versions Supported Internet Explorer Version 11 Firefox Versions 48, 49, and 50 Chrome Most recent stable version Agent Desktop Workstation User Access Privileges for NICE For Workforce Optimization users that will listen to recordings, a Windows user with administrative access must install the client software on the workstation. By default, the NICE applications also require administrative access on the workstation to use the applications. To enable users without administrative access to use the applications, it is necessary to configure explicit permissions for the applications within the Windows security settings for the workstation. Complete documentation of the necessary configuration steps is available in the Workstation Setup Guide, available from Five9 Customer Support. Supervisor Desktop Requirements for NICE The following requirements assume the Five9 Virtual Call Center and NICE products are the only applications running on the Supervisor workstation. Supervisors running additional software will require additional RAM and a faster processor; sufficient hardware to support all supervisor applications is at the discretion of the supervisor s computer administrator. Supervisor Desktop Minimum Workstation Requirements for NICE. Component Requirement Processor Memory Intel Core 2 Duo E4300 (2M Cache, 1.8 GHz, 800 MHz FSB) equivalent or higher, or equivalent (based on published benchmark results). 2.0 GB or greater if using Windows XP. 2.5 GB or higher with Windows Vista and Windows Five9 Technical Requirements