Virtualization Platform Support

This page describes the virtualization platforms that have been tested and verified to interoperate with each listed Genesys product. The following tables provide references for Genesys products that were tested by Genesys.

• Virtualization may increase the processing load compared to native deployment on a given node. You should follow the recommendations and best practices discussed in the virtualization platform vendor's documentation.
• You should be aware of potential impact to performance and voice quality when deploying components that interface with RTP media streams, including Stream Manager, Genesys Voice Platform (GVP) Media Control Processor, and CPD Server. Although these components operate in a virtual environment, in some cases it may be necessary to limit call rates to achieve acceptable voice quality.
• It is strongly recommended that you test the proposed configuration under simulated production conditions, to ensure acceptable sizing and performance.

For other questions, contact Customer Care using their Care portal.

Important

The Citrix Workspace product names are changed as follows:

• XenServer to Citrix Hypervisor
• XenApp to Citrix Virtual Apps
• Xen Desktop to Citrix Virtual Desktops

Citrix
Virtualization Platforms	Genesys Supported Products	Genesys Releases	Conditions/Limitations
Citrix Virtual Apps 6 (formerly XenApp)
	Configuration Manager User Interface	8.1.1+
	GIR Screen Recording Service	8.5.302+
	Solution Control Interface	8.0.3
	Solution Reporting CCPulse+ User Interface	8.0.1
	WFM GUI/Configuration & Database Utilities I User Interface	8.1.1	Versions 6.0 and 6.5 are supported.
	WFM Web Agent User Interface	8.1.1
	WFM Web Supervisor User Interface	8.1.1
	Workspace Desktop Edition (Interaction Workspace User Interface)	8.1+	Versions 6.0 and 6.5 are supported.
Citrix Virtual Apps 7 (formerly XenApp)
	Genesys Softphone	9.0
	Genesys Web Services and Applications (Workspace Web Edition)	8.5.2
	Solution Reporting CCPulse+ User Interface	8.1+
	Workspace Desktop Edition (Interaction Workspace User Interface)	8.5
Citrix Virtual Desktops 7 (formerly XenDesktop)
	Genesys Softphone	9.0
	GIR Screen Recording Service	8.5.302+
	Genesys Web Services and Applications (Workspace Web Edition)	8.5.2
	Solution Reporting CCPulse+ User Interface	8.1+
	WFM GUI/Configuration & Database Utilities I User Interface	8.5.1
	WFM Web Agent User Interface	8.5.1
	WFM Web Supervisor User Interface	8.5.1
	Workspace Desktop Edition (Interaction Workspace User Interface)	8.5+
Citrix Hypervisor 7 (formerly XenServer)
	Genesys Info Mart	8.5.007+	Supported with Hardware Virtual Machine
Virtual Apps & Desktop version 1912 LTSR
	SIP Feature Server	8.1.202.41+

Microsoft
Virtualization Platforms	Operating Systems	Genesys Supported Products	Genesys Releases	Conditions/Limitations
Hyper-V	Red Hat Enterprise Linux 7.x/CentOS Linux 7.x	Genesys Pulse	9.0.003.03	Support starting with Red Hat Enterprise Linux 7.6 and/CentOS Linux 7.6
Hyper-V
	Windows Server 2019	Chat Server	8.5.314.02+
		Genesys Co-browse	9.0.005.49+
		Classification Server	9.0.000.07+
		Framework	8.5.1+	Refer to Management Framework release notes for supported version number. DB Server support beginning with 8.1.302.09+.
		Genesys Pulse	9.0.003.03
		Genesys Info Mart	8.5.015.07+
		Interaction Concentrator	8.1.514.38+
		Interaction Server	8.5.304.07
		Outbound Contact	8.1.527.07
		Interaction Server Proxy	8.5.304.02
		Stat Server	8.5.112.07+
		Universal Contact Server	8.5.3+	Supported starting with 8.5.300.39
		Universal Routing	8.1.400.62+
		Orchestration Server	8.1.400.89
		Genesys Softphone	9.0.009.03
		Workspace Desktop Edition	8.5.137.06	Supports Remote Desktop Protocol (RDP).
Hyper-V
	Windows Server 2016
		Framework	8.5.1+	Refer to Management Framework release notes for supported version number. DB Server support beginning with 8.1.301.16+.
		Genesys Info Mart	8.5.007+
		Workspace Desktop Edition	8.5
		Outbound Contact	8.1.510.05
		Genesys Co-browse	9.0
		Chat Server	8.5.105.05+
		Composer	8.1.430+
		E-mail Server	8.5.104.13+
		Interaction Concentrator	8.1.511+
		Interaction Server	8.5.201+
		Interaction Server Proxy	8.5.201+
		Genesys Administrator	8.1.308+
		Genesys Administrator Extension	8.5.230+
		Genesys Interactive Insights	8.5+
		Genesys Mobile Services	8.5.106.14+
		Genesys Pulse	8.5.108+
		Genesys Rules System	8.5.303.14+
		Orchestration Server	8.1.400+
		SIP Server	8.1.102.95+	For SIP Server and SIP Proxy, please consult with product management, as GVP/Media Server & GIR do not support Hyper-V.
		SIP Proxy	8.1.100.72+	For SIP Server and SIP Proxy, please consult with product management, as GVP/Media Server & GIR do not support Hyper-V.
		Stat Server	8.5.108+
		Universal Contact Server	8.5.300+
		Universal Routing	8.1.400.28+
		Workforce Management	8.5.202+
Hyper-V
	Windows Server 2012
		eServices	8.5+	Recommend external Cassandra on Linux
		Genesys Info Mart	8.1.3
		Genesys Knowledge Center	8.5
		Genesys Video Gateway	9.0
		Genesys Web Engagement	8.5
		Gplus Adapter for Siebel CRM	8.0
		intelligent Workload Distribution	8.5
		IVR Interface Option	8.5
		Management Framework	8.5
		Outbound Contact Server	8.1.5+
		Genesys Pulse	8.5
		SIP Proxy	8.1.1	For SIP Server and SIP Proxy, please consult with product management, as GVP/Media Server & GIR do not support Hyper-V.
		SIP Server	8.1.1	For SIP Server and SIP Proxy, please consult with product management, as GVP/Media Server & GIR do not support Hyper-V.
		Social Engagement	8.5
		Stat Server	8.5.000.24+
		Workspace Desktop Edition	8.5	VMware Notes: For ESXi, note the following: ESXi 6.x covers all 6.x releases, including ESXi 6.0, 6.5, 6.7 and so on. For ESXi 6.x support with Windows Server 2016, refer to the respective product SOE (Supported Operating Environment Reference) page in this document to determine the versions that support Windows Server 2016. If the versions in that page are higher than the versions identified in this table, use one of those versions. Otherwise, use the one of the versions specified in this table for that product. Operating systems listed are for VMware support. Specific product support of the OS may be different. Please check the product operating system tables for OS supported by a specific product. Virtualization Platforms Server Operating Systems Genesys Supported Products Virtual Desktop Operating Systems Genesys Releases Conditions/Limitations ESXi 6.x hypervisor, VMotion, DRS & HA Red Hat Enterprise Linux 7 Windows Server 2012 Windows Server 2016 eServices   8.5.1+   Genesys Administrator   8.1.3+   Genesys Administrator Extension   8.5.2+   Genesys Co-browse   8.5+   Genesys Info Mart   8.5+   Genesys Mobile Services   8.5.106.14+   Genesys Pulse   8.5+   Genesys Voice Platform   9.x Genesys Voice Platform does not support VMotion, DRS & HA Interaction Concentrator   8.1.5+   Management Framework   8.5.1+   Orchestration Server   8.1.4+   Outbound Contact   8.1.5+   SIP Server   8.1.1+   Stat Server   8.5.104+   T-Servers   8.1+   Universal Routing   8.1.4+   Workforce Management   8.5.205+    ESXi 6.x hypervisor Red Hat Linux 7 Red Hat Linux 6 Windows Server 2012 Windows Server 2016 intelligent Workload Distribution 9.0   Genesys CX Insights (GCXI)   9.0   ESXi 7.x hypervisor, VMotion, DRS & HA Red Hat Enterprise Linux 7 Red Hat Enterprise Linux 8 Windows Server 2012 Windows Server 2016 Windows Server 2019 Management Framework 8.5.1+ Stat Server   8.5.107.15+ For specific information about Supported Operating Systems releases, see General Information about Real-Time Metrics Engine Red Hat Enterprise Linux 8 Windows Server 2019 Genesys Pulse   9.0+    ESXi 7.x hypervisor Red Hat Enterprise Linux 7 Red Hat Enterprise Linux 8 Windows Server 2019 Windows Server 2016 Windows Server 2012 Load Distribution Server 8.1.x Stat Server   8.5.107.15+ For specific information about Supported Operating Systems releases, see General Information about Real-Time Metrics Engine Red Hat Enterprise Linux 8 Windows Server 2019 Genesys Pulse   9.0+   Windows Server 2019 Genesys CX Insights (GCXI)   9.0   Genesys Info Mart   8.5.016.01+ Genesys does not test all platforms and operating systems. Except for VMware known issues between ESXi 6.x and ESXi 7.x, Genesys Info Mart expects no issues with ESXi 7.x hypervisor on the other operating systems on which ESXi 6.x hypervisor was supported -- namely, Red Hat Enterprise Linux 7, Windows Server 2012, and Windows Server 2016. The expectation is based on the following facts: Genesys Info Mart support for the ESXi virtualization platform was previously verified on these operating systems. Recent testing verified support for ESXi 7.x, if only on a single operating system. Because Genesys Info Mart is a Java-based application, there are unlikely to be operating system dependencies. Red Hat Linux 7 Windows Server 2012 Windows Server 2016 Genesys Mobile Services 8.5.106.14+   Genesys Voice Platform 9.x Genesys Voice Platform does not support VMotion, DRS & HA Red Hat Linux 7 Red Hat Linux 8 Windows Server 2016 Windows Server 2019 Interaction Concentrator 8.1.514.47+   E-mail Server 8.5.202.02+   eServices 8.5.2+   Red Hat Linux 7 Red Hat Linux 8 Windows Server 2012 Windows Server 2016 Windows Server 2019 SIP Feature Server 8.1.202.41+   SIP Proxy 8.1.1+   SIP Server 8.1.1+   Red Hat Enterprise Linux 7 Windows Server 2016 Outbound Contact Server   8.1.531.10+   VMware Horizon 7 Windows Server 2012 GIR Screen Recording Service Windows 7 Windows 8 Windows 10 8.5.311+ RDP support only Genesys Mobile Services 8.5.106.14+ Workspace Desktop Edition (Interaction Workspace User Interface) 8.5 Workspace does not support the Windows Media Multimedia Redirection technology (MMR). Administrators should ensure that MMR is not active for Workspace Desktop Edition. Contact your VMWare support to obtain information about the procedure specific to your environment. Genesys Web Services and Applications (Workspace Web Edition) 8.5.2 VMware Horizon 8 Genesys Softphone Windows 10 Windows 11 9.0.019.05+ VMware Support Notes: For products that require specialized cards (for example, Dialogic), you should rely on the card vendors and VMware for support and optimization. Genesys does not support VMware's Virtual Infrastructure or Application and Infrastructure management products except as indicated in this table. Best practices that have been defined by VMware and Genesys should be followed when implementing VMware virtualization. Refer to the Genesys Deployment on VMWare - Best Practices. If license control is performed in a virtualized environment, either by running a FlexNet Publisher license server on virtual platforms or by using node-locked application license files, the host-id value returned by the virtual platform is used. When using MAC addresses, it may be necessary to override the default and force the virtual platform to use a static (fixed) MAC address to avoid problems when virtual images are moved between physical machines. See FlexNet Publisher documentation on virtualization deployment for further details: http://support.flexerasoftware.com/main/Default.aspx. For other questions on deployment using virtualization, contact Customer Care using their Care portal.