Supported Platforms & Requirements

You can operate a server with the following telephony providers and CRM combinations, or go serverless with a cloud telephony platform, also listed in the tables below:

InGenius for SCV currently supports the following telephony and CRM integrations:

Service Cloud Voice

Telephony
Genesys Cloud	Cloud CX 1 ^{1 Supports Genesys Cloud Voice and Genesys Cloud BYOC Cloud.} Cloud CX 2 with WEM Add-on ^{1 Supports Genesys Cloud Voice and Genesys Cloud BYOC Cloud.} Cloud CX 3 ^{1 Supports Genesys Cloud Voice and Genesys Cloud BYOC Cloud.}
Genesys Engage	Web Services and Applications 8.5.x
CRM
Salesforce	Winter '24 Lightning with Service Cloud Voice for Partner Telephony
Salesforce Products	Service Cloud Sales Cloud Financial Services Cloud Edition Sales Engagement Lightning Health Cloud Government Cloud

ServiceNow

Phone System
Asterisk	18, 20
Avaya	Aura Call Center Elite 10.x ^{1 Agents must be set up within Communication Manager (CM). There must be a CTI link between CM and Application Enablement Services (AES). InGenius CTI integration with AES requires a TSAPI basic license over an available DMCC interface.} Aura Communication Manager 10.x ^{1 Agents must be set up within Communication Manager (CM). There must be a CTI link between CM and Application Enablement Services (AES). InGenius CTI integration with AES requires a TSAPI basic license over an available DMCC interface.}
Cisco	Unified Communications Manager 14.x, 15.x Unified Contact Center Enterprise 11.6, 12.5, 12.6 ^{2 Finesse is supported}, ^{3 SAML 2.0 Single Sign-On (SSO) is supported for versions 12.x only} Packaged Contact Center Enterprise 12.5, 12.6 ^{2 Finesse is supported}, ^{3 SAML 2.0 Single Sign-On (SSO) is supported} Unified Contact Center Express 12.5 ^{2 Finesse is supported},^{3 SAML 2.0 Single Sign-On (SSO) is supported}
Genesys	Engage 8.x, 9.x with Genesys SIP server (on-premises) Cloud CX ^{4 Supports Genesys Cloud Voice and Genesys Cloud BYOC Cloud}
Supported Versions	Washington Xanadu Yokohoma
Supported Views	Next Experience Agent Workspace HR Agent Workspace Agent Workspace for HR Case Management CSM Configurable Workspace Legacy Workspace

Salesforce

Phone System
Asterisk	18, 20
Avaya	Aura Call Center Elite 10.x ^{1 Agents must be set up within Communication Manager (CM). There must be a CTI link between CM and Application Enablement Services (AES). InGenius CTI integration with AES requires a TSAPI basic license over an available DMCC interface.} Aura Communication Manager 10.x ^{1 Agents must be set up within Communication Manager (CM). There must be a CTI link between CM and Application Enablement Services (AES). InGenius CTI integration with AES requires a TSAPI basic license over an available DMCC interface.}
Cisco	Unified Communications Manager 14.x, 15.x Unified Contact Center Enterprise 11.6, 12.5, 12.6 ^{2 Finesse is supported}, ^{3 SAML 2.0 Single Sign-On (SSO) is supported for versions 12.x only} Packaged Contact Center Enterprise 12.5, 12.6 ^{2 Finesse is supported}, ^{3 SAML 2.0 Single Sign-On (SSO) is supported} Unified Contact Center Express 12.5 ^{2 Finesse is supported},^{3 SAML 2.0 Single Sign-On (SSO) is supported}
Genesys	Engage 8.x, 9.x with Genesys SIP server (on-premises) Cloud CX ^{4 Supports Genesys Cloud Voice and Genesys Cloud BYOC Cloud}
CRM
Salesforce	Winter '24: Sales Cloud ^{5 Supports Classic and Lightning} Service Cloud ^{5 Supports Classic and Lightning} Financial Services Cloud Edition Sales Engagement Health Cloud - Lightning Console Consumer Goods Cloud Government Cloud Manufacturing Cloud Visualforce Pages

Note: Genesys Cloud is not supported with Salesforce Classic and is only supported with Salesforce Lightning apps.

Notes:

The listed apps must adhere to the standard Salesforce Open CTI-API implementation.
InGenius may support telephony platforms not listed in this section on a case-by-case basis.

Microsoft Dynamics 365

Phone System
Asterisk	18, 20
Avaya	Aura Call Center Elite 10.x ^{1 Agents must be set up within Communication Manager (CM). There must be a CTI link between CM and Application Enablement Services (AES). InGenius CTI integration with AES requires a TSAPI basic license over an available DMCC interface.} Aura Communication Manager 10.x ^{1 Agents must be set up within Communication Manager (CM). There must be a CTI link between CM and Application Enablement Services (AES). InGenius CTI integration with AES requires a TSAPI basic license over an available DMCC interface.}
Cisco	Unified Communications Manager 14.x, 15.x Unified Contact Center Enterprise 11.6, 12.5, 12.6 ^{2 Finesse is supported.} Packaged Contact Center Enterprise 12.5, 12.6 ^{2 Finesse is supported.} Unified Contact Center Express 12.5 ^{2 Finesse is supported.}, ^{3 Single Sign-On (SSO) is not supported.}
Genesys	Engage 8.x, 9.x with Genesys SIP server (on-premises) Cloud CX
CRM Version
Microsoft	Dynamics 365 online (supports Unified Interface with Channel Integration Framework)

Client Requirements

The following specifications are the recommended client requirements.

Client System
Browsers	Google Chrome Microsoft Edge
RAM	8 GB minimum, with 3 GB available for CRM browser tabs Note: Leaving unlogged calls can cause performance or stability issues - it is recommended to log calls before they build up (25+).
Network	Broadband connection Caution: Ensure you have a strong, reliable connection to your network. Weak wi-fi signals, VPN connections, and error prone networks can cause problems when interfacing with InGenius.

Notes:

Ensure to use one browser tab only if using the Salesforce pop out feature.
Update your browser to the latest available desktop version.

Server Requirements

Server requirements for Telephony Gateway users are listed in the table below:

InGenius Server System
OS	Windows Server 2022 Windows Server 2025
Browsers	Google Chrome
Processor	3+ GHz - 4 cores (supports a maximum of 2,500 to 10,000 users, depending on telephony)
Memory	8 GB
Disk	32 GB
Network	1 GbE network interface card on a broadband connection
Microsoft .NET Framework	Minimum version 4.7.2+

Notes:

For Enterprise Solution sizing, please contact ccpsalesteam@uplandsoftware.com
The InGenius server OS is supported in English only.
Additional Microsoft operating systems may be supported on a case by case basis. Some Cisco UCM versions are not supported on Microsoft Windows Server 2022 as outlined in Cisco DevNet.

Third Party Software Support

Occasionally InGenius provides phone support for software integrations not listed in our release notes. For these specific integrations, we will work with your organization to support the installation and address any configuration or operational issues. Software updates for InGenius Connect may not be provided for issues that are specific to third party unsupported environments.

Note: InGenius supports interoperability with call recording solutions with APIs that allow integration. Please discuss with your account executive.

Third Party Storage Partitioning

Your browser may have a third-party storage partitioning feature enabled by default, this feature interferes with the connection to InGenius. It is recommended to disable this feature:

Google Chrome - Copy 'chrome://flags/#third-party-storage-partitioning' into your browser and disable the feature.

Microsoft Edge - Copy 'edge://flags/#third-party-storage-partitioning' into your browser and disable the feature.

Supported Platforms & Requirements

Service Cloud Voice

ServiceNow

Salesforce

Microsoft Dynamics 365

Client Requirements

Server Requirements

Third Party Software Support

Third Party Storage Partitioning

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