Five9 Technical Requirements

Transcription

1 Cloud Contact Center Software Five9 Technical Requirements Reference Guide January 2018 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 2018 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... viii Chapter 1 Environment and Security... 1 RMI Protocol... 1 RTP Protocol... 1 Voice Quality Testing... 1 Digital Certificates... 2 Thawte, Inc. Certificate... 2 VeriSign Certificates... 2 GeoTrust and RapidSSL Certificates... 2 Supported TLS Protocols... 2 Supported Ciphers... 3 TLS 1.2 Inbound Ciphers... 3 TLS 1.1 Inbound Ciphers... 3 Setting the TLS Protocols in Your Browsers... 3 Disabling TLS 1.0 in JRE Chapter 2 Five9 SIP Trunk Options... 6 Private SIP Trunks Provided by Five9 ITSP Providers... 6 SIP Trunks Provided by Your ITSP Provider... 7 Private SIP Trunks for Five9 Gateway to Customer Gateway... 7 Chapter 3 Agent and Supervisor Applications... 8 Web-Based Application Requirements... 8 Workstation Requirements for Web-Based Applications... 9 Windows Platform Requirements... 9 Apple Mac Workstation Requirements... 9 Workstation Requirements for Five9 Visual Support... 9 Windows Requirements... 9 Apple Mac Requirements Operating Systems for Five9 Visual Support Operating Systems for Web-Based Applications Windows Operating Systems (32- and 64-Bit) Workstation User Access Privileges Apple Mac Operating Systems Supported Web Browsers Supported for Five9 Visual Support Windows Platforms (32 or 64-Bit) iii Five9 Technical Requirements

4 Apple Mac Platforms Mobile Devices Web Browsers Supported for Web-Based Applications Windows Platforms (32-Bit) Windows Platforms (64-Bit) Apple Mac Platforms Video Cameras Supported for Five9 Visual Support Agent Side Customer Side Virtual Desktop Infrastructure Requirements Hardware Operating Systems Virtual Desktop Infrastructure Citrix Platforms VMWare Platforms Virtualization Server Five9 Java-Based Application Requirements Workstation Requirements Windows Platforms Apple Mac Platforms Java Requirements Operating Systems Windows and Mac (32- and 64-Bit) Five9 Agent or Supervisor Workstation User Access Control 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 Spreadsheet Dashboards 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 4 Five9 Agent Integrations Requirements for Web-Based Adapters Workstation Requirements Windows Platforms Apple Mac Platforms Operating Systems iv Five9 Technical Requirements

5 Application Requirements Five9 Plus Adapter for Salesforce Five9 Plus Adapter for Oracle Service Cloud Five9 Plus Adapter for Microsoft Dynamics CRM Five9 Plus Adapter for Zendesk Web Browsers Windows Platforms (32-bit versions only) Mac Platforms Requirements for Java-Based Adapters 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 NICE Application Requirements Agent Workstation Requirements Hardware Requirements Software Requirements Supervisor Workstation Requirements Hardware Requirements Software Requirements NICE Client Applications Required NICE Network Requirements (LAN and WAN) NICE Firewall Requirements NICE WFM Workforce Management Requirements Agent Desktop Requirements Workforce Planners and Supervisors Desktop Requirements Applications Required Network Requirements (LAN and WAN) Firewall Requirements Chapter 6 Requirements for Verint Systems Workstation Requirements Hardware Requirements Third-Party Software Required for Agent Stations Third-Party Software Required for Browsing v Five9 Technical Requirements

6 JRE Settings Requirements Supported Operating Systems Supported Web Browser Network Requirements (LAN and WAN) Firewall Requirements IP Addresses Chapter 7 Calabrio Application Requirements Desktop Requirements Windows Operating Systems NET Framework Web Browsers Capture Bandwidth Analytics and Plug-in Extensions Antivirus Real-Time Scanning Exclusions Firewall Requirements Chapter 8 Network 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 IP addresses for Global Voice Five9 Internet Domains CounterPath Softphone Requirements 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 Port Requirements for FTP/SFTP Network Requirements for Five9 Visual Support Port Requirements for Five9 Access API Customers Third-Party Software Five9 Quality of Service (QoS) Features Workstation QoS Option Network QoS Option Appendix A References Glossary vi Five9 Technical Requirements

7 Reference Documents vii Five9 Technical Requirements

8 What s New Chapter 3 This table lists the changes made in the last six releases of this document: Release January 2018 December 2017 November 2017 October 2017 September 2017 Changes Added port 8090 to TCP/UDP Port Requirements for PSTN Customers. Updated Java support information to 1.8.0_ bit. Added Setting the TLS Protocols in Your Browsers. Updated Five9 SIP Trunk Options. Added support for Firefox 57. Added Disabling TLS 1.0 in JRE 7. Added Calabrio Application Requirements. Added support for Firefox 56. Updated Java support information to 1.8.0_ bit. Added Five9 IP addresses for Global Voice. Updated the bandwidth requirements for Five9 Agent Desktop Plus and Plus adapters, Five9 Agent standalone (Java), and Five9 Agent with light web browsing. Added support for Firefox 55. Added a note about disabling TLS 1.0 and enabling TLS 1.1 and 1.2 if you are still using JRE version 7. Removed Windows Vista, which is no longer supported by Five9. Added this warning throughout the guide: If you use the CounterPath softphone client, do not upgrade to High Sierra Otherwise, the softphone will not work. If you must upgrade, change to the PJSIP softphone client. viii Five9 Technical Requirements

9 What s New Release Changes August 2017 Removed support for the SSL and TLS 1.0 protocols. Updated Digital Certificates. Updated Port Requirements for Five9 Access. Removed livesight.net and googleapis.com from the list of URLs to add to your whitelist in Network Requirements for Five9 Visual Support. Updated Bandwidth Requirements for Five9 Visual Support for Agents. Added Web Browsers Supported for Five9 Visual Support. July 2017 Added support for Firefox 54. Updated Java support information to 1.8.0_ bit. Updated Five9 IP Address Ranges for Miami and Amsterdam. Added Requirements for Verint Systems. Updated the UDP ports in TCP/UDP Port Requirements for Softphone Customers. June 2017 Added a note about the minimum hardware requirements for Five9 Web Engagement if agents use Internet Explorer 11 for Agent Desktop Plus. Added the URLs of the Text channel administrator console for Plus applications and Java client. Added support for Firefox 64-bit in Web Browsers Supported for Web-Based Applications. Added information about whitelist Whitelisted Internet Domains and IP Addresses for Skype for Business - Five9 UC. Added URLs for Five9 Internet Domains. Updated browser requirements in Operating Systems for Web-Based Applications and Operating Systems for Five9 Visual Support. Added information about VMWare Platforms. Updated proxy server range in Five9 IP Address Ranges. Updated Firefox information for Web Browsers Supported for Web-Based Applications and Web Browsers Supported for Java-Based Applications. Clarified the required Zendesk versions. For more information, see Five9 Plus Adapter for Zendesk. ix Five9 Technical Requirements

10 Chapter 1 Environment and Security RMI Protocol RTP Protocol Voice Quality Testing Digital Certificates Supported TLS Protocols RMI Protocol Five9 uses the secure Remote Method Invocation (RMI) protocol for the Java-to-Java communications between the Five9 client applications and the Five9 Virtual Contact Center platform. Five9 RMI traffic is transmitted out of the firewall through open TCP ports by using TLS protocols. RTP Protocol 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 that represent the caller s voice upstream (outbound) are rebuilt in the softphone. The voice packets are 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. Voice Quality Testing Five9 Network Assessment Test uses Port 80 and 8081 for Network Assessment Testing. You can run VoIP quality tests at from any agent workstation. 1 Five9 Technical Requirements

11 Environment and Security Digital Certificates Digital Certificates To communicate securely with Five9 VCC, users may need to install on their workstation these certificates from the Certificate Issuing Authorities that Five9 uses. Thawte, Inc. Certificate This certificate is recognized by operating systems and browsers: VeriSign Certificates GeoTrust and RapidSSL Certificates These certificates are located at these URLs: Certificate Root Intermediate Link certificates/geotrust_global_ca.pem Verisign certificates are located at Supported TLS Protocols Five9 does not accept unencrypted API connections. When developing a custom web service to communicate with the Five9 API, ensure that the web service uses these security protocols and that you use the web browsers supported by Five9. If your environment uses proxy servers, these must support the secure WebSocket (WSS) protocol for desktop and network proxies. Security Protocol TLS Version Supported Transport Layer Security protocol: In order of precedence, TLS 1.2 and TLS 1.1 are supported for inbound and outbound traffic. 2 Five9 Technical Requirements

12 Environment and Security Supported TLS Protocols Security Protocol TLS Cipher Suite WSS Version Supported Minimum of 128-bit encryption required. Secure WebSocket (WSS) protocol uses TLS encryption. Supported Ciphers The Diffie-Hellman key size must be greater than or equal to To verify that your servers support these ciphers, go to SSL Server Test. TLS 1.2 Inbound Ciphers TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384 (0xc030) TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256 (0xc02f) TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384 (0xc028) TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA (0xc014) TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256 (0xc027) TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA (0xc013) TLS_RSA_WITH_AES_256_GCM_SHA384 (0x9d) TLS_RSA_WITH_AES_128_GCM_SHA256 (0x9c) TLS_RSA_WITH_AES_256_CBC_SHA256 (0x3d) TLS_RSA_WITH_AES_256_CBC_SHA (0x35) TLS_RSA_WITH_AES_128_CBC_SHA256 (0x3c) TLS_RSA_WITH_AES_128_CBC_SHA (0x2f) TLS 1.1 Inbound Ciphers TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA (0xc014) TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA (0xc013) TLS_RSA_WITH_AES_256_CBC_SHA (0x35) TLS_RSA_WITH_AES_128_CBC_SHA (0x2f) Setting the TLS Protocols in Your Browsers Ensure that TLS 1.1 and 1.2 are enabled in your browsers as follows. Chrome. 3 Five9 Technical Requirements

13 Environment and Security Supported TLS Protocols 1 Open Chrome. 2 On your keyboard, press Alt F and select Settings. 3 At the bottom of the page, click Advanced. 4 Scroll down to the System section and click Open proxy settings. 5 In the Internet Properties menu, select the Advanced tab. 6 In the Security section, disable Use TLS 1.0 and enable Use TLS 1.1 and Use TLS Click Apply and OK. 8 Restart Chrome. Firefox. 1 Open Firefox. 2 In the address bar, enter about:config. 3 Click I accept the risk. 4 In the search field, enter tls. 5 Double-click security.tls.version.min. 6 For TLS 1.1, enter 2. 7 Click OK. 8 Close the tab. 9 Restart Firefox. Internet Explorer. 1 Click the Tools gear icon near the top right corner. 2 Click Internet options. 3 Click Advanced. 4 Scroll to the end of the list and enable Use TLS 1.1 and Use TLS Disable Use TLS Disable Use SSL Click OK. 8 Restart Internet Explorer. Apple Safari. TLS 1.1 and TLS 1.2 are automatically enabled in versions 9 or greater. Disabling TLS 1.0 in JRE 7 If you are still using JRE 7, you must disable TLS 1.0 and enable TLS 1.1 and TLS 1.2 in the Java Control Panel. 4 Five9 Technical Requirements

14 Environment and Security Supported TLS Protocols 5 Five9 Technical Requirements

15 Chapter 2 Five9 SIP Trunk Options SIP trunks are VoIP-based carrier services offered by an Internet Telephony Service Provider (ITSP) that uses the SIP protocol to set up communications between the PSTN network and inbound, outbound and/or blended calls by Five9 Agents. SIP trunks support all domestic, International, and toll-free services. Private SIP Trunks Provided by Five9 ITSP Providers SIP Trunks Provided by Your ITSP Provider Private SIP Trunks for Five9 Gateway to Customer Gateway Private SIP Trunks Provided by Five9 ITSP Providers This service originates in the Five9 data center and is connected to the PSTN network. You do not need to configure anything. 6 Five9 Technical Requirements

16 Five9 SIP Trunk Options SIP Trunks Provided by Your ITSP Provider SIP Trunks Provided by Your ITSP Provider Your ITSP is connected to the Five9 SBCs in the Five9 data centers. To successfully configure, test, and turn up the SIP trunk, you must complete and return the installation checklist to Five9. Private SIP Trunks for Five9 Gateway to Customer Gateway If your enterprise already has or is considering a SIP Infrastructure, such as a SBC, proxy server, or SIP server, you may also select the gateway-to-gateway option. New SIP trunks are installed during the Five9 setup. A gateway, such as AVAYA, CISCO, or Asterisk, enables you to connect to Five9 with SIP trunks across the Internet and/or through a VPN or Direct Connect Option. 7 Five9 Technical Requirements

17 Chapter 3 Agent and Supervisor Applications 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 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 TLS Protocols for details. Workstation Requirements for Web-Based Applications Workstation Requirements for Five9 Visual Support Operating Systems for Five9 Visual Support Operating Systems for Web-Based Applications Web Browsers Supported for Five9 Visual Support Web Browsers Supported for Web-Based Applications 8 Five9 Technical Requirements

18 Agent and Supervisor Applications 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 Intel Pentium IV 1500MHZ or greater, or equivalent (based on published benchmark results) Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results) Memory 1.5 GB or higher with Windows 7 and Windows 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 Intel Core 2 Duo or AMD Athlon X2 2GB of RAM Intel Core i or AMD A8 6K series with 2GB of RAM Memory 2 GB or higher with Windows 7 and Windows GB or greater 9 Five9 Technical Requirements

19 Agent and Supervisor Applications 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 32- and 64-Bit Windows 7 Windows 8 Windows 8.1 Windows 10, 10 Professional Apple Mac Mavericks OS X, Version 10.9 Yosemite OS X, Version El Capitan OS X, Version Sierra 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 Windows 7 Home Premium Windows 8 Windows 8 Professional Windows Five9 Technical Requirements

20 Agent and Supervisor Applications Web-Based Application Requirements Windows 8.1 Professional Windows 10 Windows 10 Anniversary Update (except for Oracle Service Cloud) Windows 10 Professional 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 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 Windows 10 Pro 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 Note With this operation system, Safari 10 prevents the softphone from starting. Warning If you use the CounterPath softphone client for Mac users, do not upgrade to High Sierra Otherwise, the softphone will not work. If you must upgrade, change to the PJSIP softphone client. 11 Five9 Technical Requirements

21 Agent and Supervisor Applications Web-Based Application Requirements Web Browsers Supported for Five9 Visual Support Windows Platforms (32 or 64-Bit) Browser Version Google Chrome 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. All agents using SightCall must install the SightCall plugin and the Chrome extension. Firefox Versions 55, 56, and 57. You may use the 64-bit version. All agents using SightCall must install the SightCall plugin and the Firefox extension. Internet Explorer Version 11 All agents using SightCall must install the SightCall plugin. Apple Mac Platforms Browser Browser Version Google Chrome Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. All agents using SightCall must install the SightCall plugin and the Chrome extension. Firefox Versions 55, 56, and 57. All agents using SightCall must install the SightCall plugin and the Firefox extension. Safari Version 9.0. All desktop users must install the SightCall plugin. Mobile Devices On mobile devices, agents using SightCall must install an app. A free app is provided in the app store by SightCall for ios (version 8+) and Android (version ). When clicking on a SightCall link for the first time, users are guided to install the app from the app store. 12 Five9 Technical Requirements

22 Agent and Supervisor Applications Web-Based Application Requirements Web Browsers Supported for Web-Based Applications Windows Platforms (32-Bit) Windows Platforms (64-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 55, 56, and 57. You may use the 64-bit version. Due to a defect in Firefox 49, the softphone adapter may not be detected immediately when it is installed for the first time. Adapters that are already installed are not affected. To resolve this issue, users should close and reopen the browser or verify that Five9 Softphone Plugin is listed in the browser menu (Tools > Addons > Plugins). This action needs to be performed only once. Internet Explorer Version 11 Microsoft Edge is not supported. Important If your customers use version 10 or lower, they do not see preview and proactive chat, , and survey console offers. Instead they see a message recommending that they upgrade to version 11. In that case, recommend that they enable local storage: Tools > Internet Options > Advanced > Security > Enable DOM storage. Five9 Web Engagement Important For Agent Desktop Plus, if agents use Five9 Web Engagement with version 11, be sure that their workstations meet these minimum requirements: Windows 7 Professional Intel Core i3-2310m 2.10 GHz RAM: 4 GB Windows Platforms (64-Bit) If your domain was upgraded to the Summer Release 2017, you may use Firefox 64-bit. 13 Five9 Technical Requirements

23 Agent and Supervisor Applications Web-Based Application Requirements Browser Version Firefox Versions 55, 56, and 57. Apple Mac Platforms Mac OS X is 64-bit only. In Mac platforms, users of Microsoft Dynamics CRM are limited to Safari. Browser Google Chrome Browser Version Most recent stable version. Google Chrome is automatically updated. Five9 makes every effort to test and support the most recent version. Firefox Versions 55, 56, and 57. Safari Version 9.0: Agent Desktop Plus is supported. However, 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 upgrade to version 10. Version 10 Five9 Video is not supported. Mac OS X Sierra with Safari does not support ADP voice and multi-channel. Instead, use Chrome, Firefox, or Safari Version 10.1: Mac OS X Sierra with Safari 10.1: The Five9 softphone is not installed correctly after you download the extension and the softphone. To avoid this issue, use Safari or the Chrome or Firefox browsers. 14 Five9 Technical Requirements

24 Agent and Supervisor Applications 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 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 15 Five9 Technical Requirements

25 Agent and Supervisor Applications Virtual Desktop Infrastructure Requirements 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 all Five9 Plus 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 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 16 Five9 Technical Requirements

26 Agent and Supervisor Applications Virtual Desktop Infrastructure Requirements 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 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 17 Five9 Technical Requirements

27 Agent and Supervisor Applications Virtual Desktop Infrastructure Requirements Virtual Desktop Infrastructure Five9 supports these platforms. Citrix Platforms Five9 supports these platforms: Citrix XenApp 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 XenApp Server Policies Citrix Receiver , , , , , and all available through Windows Update ( ) Audio playback, audio recording: Allowed Per session IP Virtualization: Enabled 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 and Horizon Client version 4.3. Virtualization Server Five9 does not specify requirements or support for the virtualization server installation. For requirements and support information, contact your vendor. 18 Five9 Technical Requirements

28 Agent and Supervisor Applications Five9 Java-Based Application Requirements 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 Spreadsheet Dashboards Workstation Requirements Operating Systems Web Browsers Supported for Java-Based Applications Five9 Supervisor Additional Requirements Workstation Requirements Windows Platform Requirements Apple Mac Platforms Java Requirements Windows Platforms Component Version or Value Recommended Version or Value Processor Intel Pentium IV 1500MHZ or greater, or equivalent (based on published benchmark results) Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results) Memory 1.5 GB or higher with Windows 7 and Windows 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, Supervisor, and Five9 stateless adapters for Salesforce, Agent Desktop Toolkit, NetSuite, Oracle, and Velocify. 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. 19 Five9 Technical Requirements

29 Agent and Supervisor Applications Five9 Java-Based Application 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 Java Requirements Component Version Java Runtime Environment 8.0 updates 141, 151, and 161 For Windows systems, the 32-bit version is required to use the softphone and the script and browser tabs in the Desktop Agent application. Operating Systems Windows and Mac (32- and 64-Bit) Five9 Agent or Supervisor Workstation User Access Control Windows and Mac (32- and 64-Bit) Windows 32- and 64-Bit Windows 7 Professional, Ultimate, and Home Premium Windows 8, 8 Professional Windows 8.1, 8.1 Professional Windows 10, 10 Professional Apple Mac 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 Sierra OS X, version Warning If you use the CounterPath softphone client for Mac users, do not upgrade to High Sierra Otherwise, the softphone will not work. If you must upgrade, change to the PJSIP softphone client. 20 Five9 Technical Requirements

30 Agent and Supervisor Applications Five9 Java-Based Application Requirements Five9 Agent or Supervisor Workstation User Access Control Operating System Windows 7 Windows 8 Windows 8.1 Windows 10 Windows 10 Professional 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. 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 55, 56, and 57. Internet Explorer Version 11 Apple MAC Platforms Browser Version Firefox Versions 55, 56, and 57. 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. 21 Five9 Technical Requirements

31 Agent and Supervisor Applications Five9 Java-Based Application Requirements 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 Excel Dashboards require Microsoft Office 2003 or later. Apple ipad system Requirements Headsets for Apple ipad Workstation Requirements for Spreadsheet Dashboards 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 ipad Mini ios 8.2, 9.0 3rd Generation ipad Air ipad 2 Retina ipad Mini SRTP to Supervisor ipad 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 Spreadsheet Dashboards Component Processor Memory Version Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results) 3.0 GB or greater 22 Five9 Technical Requirements

32 Agent and Supervisor Applications Headset Requirements for Agents and Supervisors 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. 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 scripts to prevent these scripts from being embedded in a web page X-frame where the user can be hijacked to another 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 Firefox Five9 Technical Requirements

33 Agent and Supervisor Applications Application and Feature Operating Notes Fully Supported Browsers Partially Supported Browsers (ALLOW_FROM value not supported) Chrome 46, 47, 48, 54, 56 52, 56 (Android phones) 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. 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. 24 Five9 Technical Requirements

34 Agent and Supervisor Applications Application and Feature Operating Notes 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. 25 Five9 Technical Requirements

35 Chapter 4 Five9 Agent Integrations 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 Five9 Plus Adapter for Microsoft Dynamics CRM Five9 Plus Adapter for 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 TLS Protocols for details. Workstation Requirements Operating Systems Application Requirements Web Browsers 26 Five9 Technical Requirements

36 Five9 Agent Integrations Requirements for Web-Based Adapters Workstation Requirements Windows Platforms Component Minimum Version or Value Recommended Version or Value Processor Intel Pentium IV 1500MHZ or greater, or equivalent (based on published benchmark results) Intel Pentium IV 2400 MHZ or greater, or equivalent (based on published benchmark results) Memory 1.5 GB or higher with Windows 7 and Windows GB or greater Screen Resolution 1024x768 or higher 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-Bit Windows 7 Professional, Ultimate, and Home Premium Windows 8, 8 Professional Windows 8.1, 8.1 Professional Windows 10, 10 Professional 27 Five9 Technical Requirements

37 Five9 Agent Integrations Requirements for Web-Based Adapters Apple Mac Mavericks OS X, Version 10.9 Yosemite OS X, Version El Capitan OS X, Version Sierra OS X, version Warning If you use the CounterPath softphone client for Mac users, do not upgrade to High Sierra Otherwise, the softphone will not work. If you must upgrade, change to the PJSIP softphone client. Application Requirements Five9 Plus Adapter for Salesforce The current Managed Package is version Five9 supports the Salesforce Lightning CTI mode, Sales Cloud, and Service Cloud with the Professional, Enterprise, Unlimited, and Performance editions. Five9 Plus Adapter for Oracle Service Cloud To use the chat feature, the Five9 Plus Adapter requires at least Oracle Service Cloud 2014 server. 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 Support and Zendesk Talk - Partner Edition (see zendesk.com/talk/pricing). To play recordings, the Zendesk application requires Adobe Flash Player. 28 Five9 Technical Requirements

38 Five9 Agent Integrations Requirements for Web-Based Adapters Web Browsers Each Five9 Plus adapter requires specific browser configuration. For more information, see the 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 55, 56, and 57. You may use the 64-bit version. Important This note applies to you only if your domain has not been upgraded to Summer Release 2017: Firefox 52 and 53 are not supported for the Plus adapters for Agent Desktop Toolkit and NetSuite. Internet Explorer Version 11. Version 10 is not supported. Salesforce Sales Cloud: Due to potential performance issues, Five9 recommends that agents working with multiple tabs do not use Internet Explorer 11. Salesforce Lightning: 32- and 64-bit version. 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 55, 56, and Five9 Technical Requirements

39 Five9 Agent Integrations Requirements for Java-Based Adapters Browser Browser Version Safari Version 9.0 Version 10: Mac OS X Sierra with Safari does not support the Plus adapters. Instead, use Chrome, Firefox, or Safari Plus Adapter for Salesforce: Agents cannot log into the adapter the first time with the default Safari settings. To avoid this issue, use one of these methods: In the General tab, set Cookies and website data settings to Always allow. or Install the softphone and the extension first in Agent Desktop Plus in Safari. Afterward, agents can log into the Plus Adapter for Salesforce in Safari. Version 10.1: Mac OS X Sierra with Safari The Five9 softphone is not installed correctly after you download the extension and the softphone. To avoid this issue, use Safari or the Chrome or Firefox browsers. 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 Windows 7 Professional, Ultimate, and Home Premium Windows 8, 8 Professional Windows 8.1, 8.1 Professional Windows 10, Professional 30 Five9 Technical Requirements

40 Five9 Agent Integrations Requirements for Java-Based Adapters Apple Mac Mavericks OS X, Version 10.9 Yosemite OS X, Version El Capitan OS X, Version Sierra OS X, version Warning If you use the CounterPath softphone client for Mac users, do not upgrade to High Sierra Otherwise, the softphone will not work. If you must upgrade, change to the PJSIP softphone client. Five9 Agent Desktop Toolkit For operating systems, see Agent and Supervisor Applications. 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 Java Requirements Component Java Runtime Environment (JRE) Version 8.0 updates 141, 151, and 161 The 32-bit version is required for softphone use. Supported Web browsers the Agent Desktop Toolkit 31 Five9 Technical Requirements

41 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 55, 56, and 57. Internet Explorer Version 11 Web Browsers on Mac Platforms Browser Version Firefox Versions 55, 56, and 57. 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 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 32 Five9 Technical Requirements

42 Five9 Agent Integrations Requirements for Java-Based Adapters Java Requirements for Open CTI Adapter for Salesforce. Component Version Java Runtime Environment (JRE) JRE 1.8.0, Updates 131, 141, 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). Browsers for Open CTI Adapter Version Supported Platform Internet Explorer Version 11 Windows Firefox Versions 55, 56, and 57. 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. Windows and Mac Safari Version 10 Version does not support mixed content. Mac 33 Five9 Technical Requirements

43 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 Version Supported Internet Explorer Versions 8, 9, and 10 (minimum Internet Explorer 8 recommended). Version 11 is not supported. Firefox Versions 55, 56, and 57. Worksheets are not supported in version 54. Version 4 Adapter for Salesforce CTI Adapter, Version 4.x Browser Support (Windows only). Browsers Version Supported Internet Explorer Version 11 Firefox Versions 55, 56, and 57. Worksheets are not supported in version 54. 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+. 34 Five9 Technical Requirements

44 Five9 Agent Integrations Requirements for Java-Based Adapters Java Requirements for Five9 Adapter for NetSuite. Component Version Java Runtime Environment (JRE) JRE 1.8.0, Updates 131, 141, 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 55, 56, and 57. Internet Explorer Versions 11 Safari Version 10 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. 35 Five9 Technical Requirements

45 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) JRE 1.8.0, Updates 131, 141, 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 55, 56, and 57. Internet Explorer Version 11 Five9 Cloud API Web Services (Custom Integration) The Five9 Cloud API web services enable you to create custom integrations. APIs contain technical limits designed to prevent excessive use that may degrade overall performance of the API services. Refer to the API documentation for the current limits for each API. 36 Five9 Technical Requirements

46 Chapter 5 NICE NICE Application Requirements NICE WFM Workforce Management 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. Users access the NICE application suite in a web browser. Some features require the installation of additional components in the workstation. Agent Workstation Requirements Supervisor Workstation Requirements NICE Client Applications Required NICE Network Requirements (LAN and WAN) NICE Firewall Requirements Agent Workstation Requirements These requirements assume that the Five9 Virtual Call Center and NICE products are the only applications running in the agent s workstation. Agents who use additional software require additional RAM and a faster processor. Sufficient hardware to support all agent applications is at the discretion of the administrator. Hardware Requirements Minimum Workstation Requirements. 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 (3.0 GB recommended) or higher with Windows Five9 Technical Requirements

47 NICE NICE Application Requirements Supported Operating Systems. Windows 8 is not supported. Operating System Version Supported 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. Supported Apple Mac Platform. Component Requirement Apple ipad for WebStation ios version (includes Safari) Storage: 32 GB; Wireless: Wi-Fi Operating Systems for NICE Supported Web Browsers (32-bit versions only). Browser Versions Supported Internet Explorer Version 11 Firefox Versions 55, 56, and 57. Chrome Most recent stable version Software Requirements For Workforce Optimization users who 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, enable specific permissions for the applications in the Windows security settings for the workstation. For the complete documentation, request the Workstation Setup Guide from Five9 Customer Support. 38 Five9 Technical Requirements

48 NICE NICE Application Requirements Paths for Screen Agent: Log files that store application and installation information. Customer Support may request these files for troubleshooting: C:\ProgramData\NICE Systems\ScreenAgent\%USERNAME%\Logs Default installation: C:\Program Files (x86)\nice Systems\ScreenAgent These steps require administrative access to the users computer: 1 After installing the software, add your domain name to the SAInstallParams.xml configuration file: <InstallationParameters> <SystemAdministrator address="sjcnapp.five9-wfo.com"/> <AgentsCenter LocationID="" TenantID="TENANT NAME"/> <CaptureComponent IsMirrorInstalled="1"/> </InstallationParameters> 2 In the VCC, configure the NICE tab for each user definition as follows: a Enable NICE Agent and Agent should be screen recorded. b In the OS Login field, enter the user s computer login name without the domain name. 39 Five9 Technical Requirements

49 NICE NICE Application Requirements After the user is configured in the VCC, the import process synchronizes the VCC and NICE by importing in Nice the agents VCC details. 3 In the user s computer, disable the Windows firewall and, optionally, virus protection. Supervisor Workstation Requirements These requirements assume that the Five9 VCC 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. Hardware Requirements Minimum Workstation Requirements. Component Requirement Processor Memory Hard Disk 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 (4. 0 GB recommended) or greater if using Windows XP. 2.5 GB or higher with Windows 7. 2 GB available space or higher recommended; 1.5 GB minimum space required for NICE WFM Note You may configure the NICE WFM client application with read-only files in a location shared by multiple clients to reduce the per-user disk space required. Supported Operating Systems. Component Requirement Windows 7 Professional Windows 7 Ultimate Windows 7 Home Premium Windows 8 Professional 32-bit and 64-bit 64-bit 40 Five9 Technical Requirements

50 NICE NICE Application Requirements Important The Microsoft.NET Framework is required to use Workforce Optimization products. Microsoft.NET Framework versions 3.5 SP1 and 4.0 are supported. NET Framework version does not work. The Microsoft OS must be loaded on the PC, not run from a file server. Windows Media Player 9 or higher is required. Microsoft DirectX 9.0c or higher is required. SRTP cannot be enabled with NICE. Supported Web Browsers(32-bit versions only). Browser Versions Supported Internet Explorer Version 11 Firefox Versions 55, 56, and 57. Chrome Most recent stable version Software Requirements 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. NICE Client Applications Required NICE Set Security Application (Used in conjunction with Web Browser) RODSetup (Optional) ReporterViewer NICE Player NICE Player Codec Pack Screen Capture (Optional) 41 Five9 Technical Requirements

51 NICE NICE Application Requirements NICE Network Requirements (LAN and WAN) A site-to-site VPN and/or a WAN connection between the customer s site and the Five9 Data Center is required for NICE Agent users. Five9 Agent with light web browsing and VPN Connectivity usage scenarios detailed in Bandwidth Requirements should be used as a guide for agent Internet bandwidth. If the Screen Recording product is used, an additional 160kbps is required per agent in addition to the stated bandwidth requirements. NICE Firewall Requirements In your external SIP Aware firewall and/or agent desktop firewall, be sure that these TCP and UDP ports are open in addition to the standard Five9 VCC Ports listed in the Five9 Network Requirements (LAN and WAN) section. Port # TCP/UDP Inbound/ Outbound Server-side Components 80 TCP Outbound Applications Suite, Stream Server with Windows Media Services, Insight-to-Impact Connect 443 TCP Outbound Applications Suite, Stream Server with Windows Media Services, Insight-to-Impact Connect 554 TCP Outbound Applications Suite, Stream Server with Windows Media Services 1414 TCP Outbound Insight-to-Impact Connect 2001 TCP Outbound NICE Screen Logger, VoIP Logger 2010 TCP Outbound Interactions Center 2011 TCP Outbound VoIP Logger TCP Outbound Insight-to-Impact Connect 5000 TCP Outbound Storage Center 7001 TCP Outbound Insight-to-Impact Connect 7002 TCP Outbound Insight-to-Impact Connect 8080 TCP Outbound Applications Suite, Stream Server with Windows Media Services TCP Outbound Storage Center 42 Five9 Technical Requirements

52 NICE NICE WFM Workforce Management Requirements Port # TCP/UDP Inbound/ Outbound Server-side Components TCP Outbound NICE Screen Logger TCP Outbound Applications Suite, Stream Server with Windows Media Services, NICE Screen Logger, Interactions Center, Insight-to-Impact Connect, Data Mart 2000 UDP Outbound VoIP Logger 5060 UDP Outbound NICE Screen Logger 5062* UDP Outbound Interactions Center 5064 UDP Outbound VoIP Logger 5060 UDP Inbound Interactions Center, VoIP Logger * UDP Inbound NICE Screen Logger 1. Disable SIP ALG for ports 5060, Enable SIP ALG only for port Configure 1:1 NAT. Client Network to Five9 Network: - TCP: 80, 443, 554, 1414, 2001, 2010, 2011, , 5000, 7001, 7002, 8080, , 30100, UDP: 2000, 5060, 5062* Five9 public IP address range for NICE: /26 NICE WFM Workforce Management Requirements The Five9 and WFM Product integration is an API-based integration that supports a multitenant secure solution with each customer getting a secure version of WFM R4.8. The WFM application suite can be accessed via a WFM Client Application installed on a customer desktop. Some features are provided in a Web browser. Agent Desktop Requirements Workforce Planners and Supervisors Desktop Requirements Applications Required Network Requirements (LAN and WAN) Firewall Requirements 43 Five9 Technical Requirements

53 NICE NICE WFM Workforce Management Requirements Agent Desktop Requirements See NICE Requirements listed in NICE-Application Requirements. Workforce Planners and Supervisors Desktop Requirements See NICE Requirements listed in NICE-Application Requirements. Applications Required Application WFM Client Version R4.5.8 Network Requirements (LAN and WAN) A site-to-site VPN and/or WAN connection between the Customers site and the Five9 Data Center required for WFM users. See Internet bandwidth guidelines Five9 Agent with light web browsing and VPN Connectivity usage scenarios in Bandwidth Requirements for Five9 in Network Requirements (LAN and WAN). Firewall Requirements The customer external Firewall (SIP Aware) and/or PC Firewall all need to have the following TCP/UDP ports open in addition to the standard Five9 VCC Ports listed above: WFM Client PC. Port TCP/UDP Inbound/Outbound Application 80 TCP Outbound Apache 443 TCP Outbound Apache (HTTPS) TCP Outbound RTA, Intraday, Schedule Management and individual schedules 44 Five9 Technical Requirements

54 NICE NICE WFM Workforce Management Requirements Port TCP/UDP Inbound/Outbound Application TCP Outbound RTA, Intraday, Schedule Management and individual schedules 139 TCP Outbound SmartSync, Samba is used on UNIX server for Network Drive Mapping 445 TCP Outbound SmartSync, Samba is used on UNIX server for Network Drive Mapping 5432 TCP Outbound Connection to PosgreSql DB and JDBC driver to read data and TCP Outbound RCP service nodes which are on the WFM application server and TCP Outbound RCP service nodes which are on the WFM application server and TCP Outbound RCP service nodes which are on the WFM application server and TCP Outbound RCP service nodes which are on the WFM application server and TCP Outbound RCP service nodes which are on the WFM application server and TCP Outbound RCP service nodes which are on the WFM application server 45 Five9 Technical Requirements

55 Chapter 6 Requirements for Verint Systems Verint Systems is a browser-based application that provides agent analytics and performance evaluation. Workstation Requirements Network Requirements (LAN and WAN) Workstation Requirements These requirements assume the Five9 Virtual Contact Center and Verint Systems products are the only applications running in the agent s workstation. Agents who use additional software may require additional RAM and a faster processor. Sufficient hardware to support all agent applications is at the discretion of the administrator. Some features may require additional workstation components. Hardware Requirements Third-Party Software Required for Agent Stations Third-Party Software Required for Browsing JRE Settings Requirements Supported Operating Systems Supported Web Browser Hardware Requirements Component Processor Memory Disk Space Requirement Minimum: 2 GHz; recommended: 3.2 GHz Minimum: 2.0 GB; recommended 4.0 GB. For desktop and process analytics: 10 MB for the client installation files and 100 MB to ensure that processes run when there is no network access. 46 Five9 Technical Requirements

56 Requirements for Verint Systems Workstation Requirements Component Requirement Monitor Minimum resolution: 1280 x 800 Recommended resolution: 1280 x 1024 or higher Video Card Network Video card with 32MB RAM minimum Mbps 10-BaseT LAN Card. Third-Party Software Required for Agent Stations The Five9 and Verint Systems CTI integration supports a secure instance of Verint Systems 15.1 Workforce Optimization solution. Important A VPN or MPLS application is required for Verint Systems. This table lists the minimum third-party software requirements for the desktop application installed in each agent s computer. Important Install the desktop resources package before installing any other desktop application. You must manually enable the.net Framework 3.5 SP1 for desktop applications that run on Windows 8.x operating systems. Desktop Application Required Third-Party Software Desktop Resources Form Designer & Form Designer (standalone) Microsoft Windows Installer 3.1 or later. Microsoft Windows Installer 3.1 or later Microsoft Data Access Components (MDAC) 2.8 SP2 Microsoft.NET Framework or later Microsoft Visual C Runtime 32-bit (English version) Playback Microsoft Windows Installer 3.1 or later Microsoft Visual C Runtime 32-bit (English version) Microsoft DirectX 9C or later Microsoft.NET Framework 4.5 or later MSXML 6 47 Five9 Technical Requirements

57 Requirements for Verint Systems Workstation Requirements Desktop Application Required Third-Party Software Screen Capture Module Microsoft Windows Installer 3.1 or later Microsoft Visual C Redistributable (English version or higher) Strategic Planner Microsoft Windows Installer 3.1 or later Third-Party Software Required for Browsing This table lists the software required to enable users (typically administrator or supervisor) to browse web-based applications: Software Acrobat Reader, version 10 or higher. Java Run-time Environment (JRE). JRE 8.0 including all approved minor version releases. Windows Media Player 12 Web-Based Application Required for printing reports. The following web desktop applications require JRE: Project Rules Manager used by Speech Analytics Strategic Planner WFM packages using Pulse, Adherence, Calendar Required to listen to sound prompts and customer recordings in Customer Feedback. Required to play back files with Windows Media Player from workstations, without browsing to the Interactions Home Page. JRE Settings Requirements Verify the following JRE settings: In the Java Control Panel, enable Keep temporary files on my computer in all client workstations. Otherwise, each time that users log in, security prompts are displayed. 48 Five9 Technical Requirements

58 Requirements for Verint Systems Workstation Requirements For systems using SSL with High Mode, in the Java Control Panel > Advanced > Advanced Security Settings, enable Use TLS 1.1 and Use TLS 1.2. These are required to support WFM Pulse, Adherence, and Calendar applet pages. 49 Five9 Technical Requirements

59 Requirements for Verint Systems Workstation Requirements Supported Operating Systems Operating System Version Supported Windows 7 Enterprise/Professional/Ultimate 32-bit and 64-bit; Service Pack 1 Microsoft Windows 8, 8.1 Pro, and Enterprise Microsoft Windows 10 Pro and Enterprise 64-bit 32-bit and 64-bit Important The Phonetics Boosting Desktop application supports only a 64-bit operating system. For a localized OS, install English Language Pack and set English language to default. Supported Operating Systems for NICE 50 Five9 Technical Requirements

60 Requirements for Verint Systems Workstation Requirements Supported Web Browser Internet Explorer version 11 is supported. To prepare your browser, complete these steps: 1 To allow dynamic updates of pages during user sessions, in Internet Options > General, in the general tab, click Settings > Temporary Internet Files > Automatically or Every time I visit the web page > Click OK. Do not select Every time you start Internet Explorer or Never. 2 To adjust pop-up settings, in the general tab, click Tabs, select Always open popups in new window, and click OK. Pop-up windows are used for QM administration applications, System Monitor, and RM. 51 Five9 Technical Requirements

61 Requirements for Verint Systems Workstation Requirements 3 In the Security tab, set these options for the Internet Zone: a Select Custom level > ActiveX controls and plug-ins and set these options: - Binary and script behaviors: Enable. - Download signed ActiveX controls: set as Enable or Prompt. - Download unsigned ActiveX controls: set as Enable or Prompt. - Run ActiveX controls and plug-ins: set as Enable or Prompt. - Script ActiveX controls marked safe for scripting: set as Enable or Prompt. ActiveX controls and plug-ins are required for playback, import/export manager, and to import users from your domain. b To enable downloading files from the portal and to enable call forwarding from the Interactions Portal, scroll to the Downloads section and set File download to Enable. 52 Five9 Technical Requirements

62 Requirements for Verint Systems Workstation Requirements c Scroll down to the Miscellaneous section, and enable Allow script-initiated windows without size or position constraints. Script-initiated windows are required for login, interaction administration applications, play screen (in a new window), System Monitor, and Recorder Manager. 53 Five9 Technical Requirements

63 Requirements for Verint Systems Workstation Requirements d Scroll down to the Active Scripting section, set these options: - Active Scripting: Enable. - Scripting of Java applets: Enable or Prompt. Scripting of Java applets is required for Project Rules Manager and WFM applications. e f g In the User Authentication section, set these options: - Automatic logon with current username and password (internet zone) or - Automatic logon only in Intranet zone (local intranet or trusted zones) Click OK. Disable Enable Protected Mode. 54 Five9 Technical Requirements

64 Requirements for Verint Systems Workstation Requirements 4 In the Privacy tab, verify these settings: a Select a setting for the Internet zone to Medium, Low, or Accept All Cookies. b Click Advanced, disable Override automatic cookie handling, and click OK. 55 Five9 Technical Requirements