Prerequisites

Modified in 8.5.2

Callback is provided through Genesys Mobile Environment components and requires that your system meets the software requirements established in the Genesys Supported Operating Environment Reference Manual for Genesys Mobile Services (GMS), as well as meeting the following minimum requirements:

Hardware Requirements

The following are minimum requirements:

• CPU: Quad Core
• Memory: 4GB
• Disk: 160GB
• At least 2-3 nodes recommended for redundancy and availability

OS Requirements

• Genesys Supported Operating Environment Reference Guide

Important

For Linux installations, the Linux compatibility packages must be installed prior to installing the Genesys IPs.

Browser Support

• Supported Operating Environment Reference Guide

Java Requirements

• Callback only supports OpenJDK and OracleJDK release 8 or 11.

Tip

Edit JAVA_HOME to point to the JDK installation folder, for example, C:\Program Files\Java\<your JDK>.

Cassandra Support on Linux

Modified in: 8.5.203.02

GMS now supports Datastax Driver version 3.3.x

• Cassandra 3.x: Tested version is 3.11.0

Tip

When you deploy Genesys Mobile Environment for Chat API V2, Email API V2, and Open Media API V2, Cassandra is required only if you enable mobile or Custom-HTTP push notifications.

Version	CQL Spec	Native protocol	Supported
1.x
2.0.x
2.1.20	CQL spec 3.2.1	Native protocol v3
2.2.13	CQL spec 3.3.1	Native protocol v4
3.0.17	CQL spec 3.4.0	Native protocol v4
3.11.3	CQL spec 3.4.4	Native protocol v4

Genesys Environment

In addition to having a Genesys Management Framework 8.1 environment installed and running, the following table lists the Genesys components that are required for a Callback installation.

Genesys Component	Minimum Version Required	Comments
Genesys Mobile Services (GMS)	8.5.200.07	Installed and running: you must use the Service Administrator UI to manage Callback services.
Orchestration Server (ORS)	8.1.400.26 8.1.400.74 for GMS 8.5.201.04 and higher	Optional, installed, and running: An HTTP port must be enabled in the related Application object. The ORS server must use the Orchestration Server type in Configuration Manager.
Universal Routing Server (URS)	8.1.400.49	Mandatory. Required for GMS and URS-based dialing in Callback applications.
Interaction Routing Designer (IRD)	8.1.400.26	Mandatory, required for strategies running on URS.
SIP Server	8.1.100.67	SIP or Inbound Voice is required for agents. SIP Server is recommended for outbound calling for Callback.
Universal Contact Server (UCS)	8.5.200.19	Used for Digital Channel.
E-mail Server (ESJ)	8.5.103.01	Used for Digital Channel.
Stat Server	8.x	Required to obtain statistics.
Media Server	8.1.410.33	Required to play treatments and use Call Progress Detection (CPD) for outbound calls.
Resource Manager	8.1.410.13	Required to play treatments and use Call Progress Detection (CPD) for outbound calls.
Workspace Desktop Edition	(optional) 8.5.111.21	Support for Genesys Callback. This component is not mandatory.

Integrating with GVP or Media Server

Genesys Voice Platform (GVP) provides VoiceXML features in addition to the Media Server features. You need GVP only if you need VoiceXML. In any other case, Media Server is sufficient and will provide better performances without GVP.

See GVP Documentation for further details.

Historical Reporting

Mandatory Genesys Components

Component	Minimum Version
Orchestration Server	8.1.400.24
Universal Routing Server	8.1.400.22
Interaction Concentrator	8.1.506.07
Genesys Info Mart	8.5.005 (GA)
Reporting and Analytics Aggregates (RAA)	8.5.000.02
Genesys Interactive Insights (GI2)	8.5.000.02