Compatibility Matrix

Solidus eCare 7.0 and 8.3

Intelligent Interaction for Excellent Customer Care

Aastra Telecom Sweden AB

Box 5197, SE-121 18 Johanneshov, Sweden
Tel +46 8 568 67000
www.aastra.com

Date: 2014-09-23
Doc no.: ASE/SEC/PLM/0004/0/14/EN
Author: B. Stenlund

Contents
1

Introduction .............................................................................................................. 3
1.1

About this document ..................................................................................................................... 3

1.2

Support of software from other vendors ..................................................................................... 3

Compatibility with telephony solutions ................................................................. 3

2.1

With OAS ......................................................................................................................................... 3

2.2

With ACS ......................................................................................................................................... 4

Compatibility with other solutions ......................................................................... 5

3.1

Other Aastra applications ............................................................................................................. 5

3.2

Microsoft Windows ........................................................................................................................ 5

3.3

Web browsers ................................................................................................................................. 6

3.4

Smartphones and tablets .............................................................................................................. 6

3.5

Server-side virtualization .............................................................................................................. 6

3.6

Voice solutions ............................................................................................................................... 7

3.7

Microsoft SQL Server .................................................................................................................... 7

3.8

Messaging servers ......................................................................................................................... 8

3.9

Messaging clients .......................................................................................................................... 8

3.10

Social media ................................................................................................................................... 8

3.11

Internet Suite .................................................................................................................................. 9

3.12

CRM integrations ........................................................................................................................... 9

3.13

Certified AP partners .................................................................................................................10

Hardware requirements ......................................................................................... 10

4.1

Server computer requirements ...................................................................................................10

4.2

User computer requirements ......................................................................................................10

4.3

SMS modems ................................................................................................................................11

Revision history ..................................................................................................... 11

2 (12)

1
1.1

Introduction
About this document

This document lists compatibility of Solidus eCare and various other products from Aastra and from
other vendors.
For convenient comparison in upgrading situations, some sections include
compatibility information on Solidus eCare versions 7 and 8.
This document applies only to the latest revision and service pack of each major Solidus eCare
version, which is:
For Solidus eCare 7: Solidus eCare 7.0 Service Pack 8
For Solidus eCare 8: Solidus eCare 8.3 Service Pack 1
Please ensure you have the latest version of this document by visiting InfoChannel. (The date and
document number are written on the cover page.)
Symbols are used with the following meaning:
Symbol Meaning

Supported configuration

Unsupported configuration

Updates in this edition of the document are highlighted with a line on the left side. This line highlights
new paragraphs as well as modified paragraphs. It may also appear inside a table. Only content
changes are highlighted; not form changes.

1.2

Support of software from other vendors

The current document specifies a number of supported compatibilities between Solidus eCare and
third-party products: operating systems, database servers, messaging servers, and many others. We
would like to emphasize the fact that Solidus eCare continues supporting these third-party products
only when their manufacturer continues supporting them. Support of Solidus eCare in
combination with a given third-party product will stop when the manufacturer of this third-party
product ends its support. The fact that a given version of Solidus eCare supports, at installation time,
a given third-party product is thus not a guarantee that it will continue supporting it until the end of life
of that Solidus eCare version.
Note: For the Microsoft products, the end date of the "extended support" is taken into account.
However, if paid services need to be asked to Microsoft (like paid support and paid hotfix support),
they will be available only if the end-customer pays them. Aastra will never bear such cost.

Compatibility with telephony solutions

2.1

With OAS

When Solidus eCare uses OAS, the following compatibilities and limitations apply:
2.1.1

Call managers

General rules:
Solidus eCare 7 SP8 is compatible with the following PBX:
MX-ONE TSE 5.0 SP2 or higher
MX-ONE TSE 4.1 SP6 and SP7
MX-ONE TSW SP8

3 (12)

Solidus eCare 8.3 is compatible with the following PBX:

MX-ONE TSE 6.0
MX-ONE TSE 5.0:
o SP2 or higher if using ApplicationLink
o SP5 if using X-Link
MX-ONE TSE 4.1 SP6 and SP7
MX-ONE TSW SP8
The latest MX-ONE hotfix should be installed.
Limitations with MX-ONE TSE 4.1:
When Solidus eCare is connected to an MX-ONE TSE 4.1, the following is not supported:
CSTA III-based CTI connections (X-link)
Progressive dialling
Limitations with MX-ONE TSW:
When Solidus eCare is connected to an MX-ONE TSW, the following is not supported:
OAS in SIP mode
Desktop Manager or BluStar Agent softphone in SIP mode
CSTA III-based CTI connections (X-link)
Progressive dialling
2.1.2 Agent extension types and telephones
With OAS, each Solidus eCare agent may choose between using the integrated softphone of his
BluStar Agent or Desktop Manager client, or using this client in CTI mode to monitor and control
another terminal. In the latter case, the supported types of terminals are any combination of
extension type and telephone that is compatible with the supported MX ONE versions (including
BluStar 8000i), except ISDN extensions.
Please note however that, depending on the type of terminal, certain features might be limited in CTI
mode:
For some terminals, calls cannot be answered from the BluStar Agent or Desktop Manager
client. They have to be answered from the terminal itself.
The same applies in some cases for hanging up calls.
When making a call from BluStar Agent or Desktop Manager, the user can first be prompted
to lift the handset of the terminal before the outgoing call is actually placed.
Intrusion features (Assist and Monitor) can be restricted depending on the terminal used by
the supervisor.
DTMF digits cannot be sent by BluStar Agent or Desktop Manager when used in combination
with some types of terminals
Typical types of terminals having some of these limitations are: cordless DECT, analog, remote
extensions, BluStar (except BluStar Agent), AMC, and third-party SIP terminals.

2.2

With ACS

When Solidus eCare 8 uses ACS, the following compatibilities and limitations apply:
2.2.1

Call managers

Solidus eCare 8.3 SP1 has been validated with Cisco UCM version 8.5 or higher.
2.2.2

Agent extension types and telephones

Solidus eCare agents must use the BluStar Agent in softphone mode, which registers to ACS.

4 (12)

Compatibility with other solutions

3.1

Other Aastra applications

This table lists the compatibilities between Solidus eCare and other Aastra applications:

Solidus eCare
7

Solidus eCare 8
Desktop
Manager

BluStar
Agent/Expert

Enterprise License Manager (ELM) 2.1

SP8

CMG 7.5 directory

CMG 2007 directory

D.N.A. 5.6 directory

D.N.A. 5.5 directory

InAttend 1.0 and 2.0 (Attendant Agent)

3.2

Microsoft Windows

3.2.1

Servers

This table lists the versions of Microsoft Windows that are supported by the server components of
Solidus eCare:
Solidus eCare 8
Solidus eCare 7
With OAS
With ACS

(except TAPI
Converter and
Nuance 8.5)

Server

(except TAPI
Converter and
Nuance 8.5)

Microsoft Windows
2008 R2 (64-bit) SP1

Server

(except TAPI
Converter and
Nuance 8.5)

(except TAPI
Converter and
Nuance 8.5)

Microsoft Windows
2008 (32-bit) SP2

Server

(except Nuance 8.5)

(except Nuance 8.5)

Microsoft Windows
2003 R2 (32-bit) SP2

Server

Microsoft Windows
2003 (32-bit) SP2

Server

Microsoft Windows
2012 R2 (64-bit)

Server

Microsoft Windows
2012 (64-bit)

Additional restrictions apply:

Solidus eCare Server software is supported only on US English versions of Windows Server.
Solidus eCare Server is supported on the Standard and Enterprise editions of Windows
Server.

5 (12)

3.2.2

With Windows Server 2008, 2008 R2, 2012 and 2012 R2, IIS 6 compatibility must be set up
on the web server.
Clients

This table lists the versions of Microsoft Windows that are supported by the client applications of
Solidus eCare:
Solidus eCare 7

Solidus eCare 8

Microsoft Windows 8.1, Professional and Enterprise

(32-bit and 64-bit)

(except OAS
clients)

Microsoft Windows 8, Professional and Enterprise (32bit and 64-bit)

(except OAS
clients)

Microsoft Windows 7, Professional and Enterprise (32bit and 64-bit) SP1

Note: The TAPI Converter is not compatible with 64-bit operating systems.

3.3

Web browsers

The browser tabs feature of the BluStar Agent and BluStar Expert requires Internet Explorer version
8 or higher.

3.4

Smartphones and tablets

As the Mobile Agent and Mobile Supervisor applications are pure web applications, they should
support the majority of mobile operating systems and browsers.
The only exception that we are aware of today is Android 2.x, which is not supported.

3.5

Server-side virtualization

Solidus eCare server components may be virtualized and made redundant using the following
solutions:
Solidus eCare 7

Solidus eCare 8

ESXi 4.1.0

ESXi 5.x

ESXi 4.1.0

ESXi 5.x

Single-host virtualization 1 with VMware

VMware High Availability

VMware Fault Tolerance

VMware vMotion

Single-host virtualization is when the virtual machine is always hosted on the same ESXi server.
6 (12)

3.6

Voice solutions

Solidus eCare is compatible with the following voice solutions:

Solidus
eCare 7

VoiceXML 2.1

Nuance 9:
Nuance License Manager
11.4D
Nuance Recognizer 9.0.18
and language packs
Nuance Speech Server
5.1.5 and Client 5.1.5
Nuance Vocalizer for
Network 5.0.5 and voice
packs

Nuance 8.5:
Nuance 8.5
Nuance Vocalizer 4.0
ScanSoft RealSpeak 4.0

Solidus eCare 8
With OAS

With ACS

Allows any VoiceXMLcompliant external

application controlling
the IVR dialogue

(requires
Nuance 9)

Automatic Speech
Recognition (ASR) and
Text-To-Speech (TTS)
engine

for
upgrades
from
previous
product
releases;
for a new
installation

Automatic Speech
Recognition (ASR) and
Text-To-Speech (TTS)
engine

Important: Nuance has stopped supporting Nuance 8.5. Solidus

eCare still supports it to the extent written above, but in case of
problem caused by Nuance, upgrading to Nuance 9 will be required.
Intel Dialogic SR 6.0 3

3.7

Driver software for

Dialogic boards

Microsoft SQL Server

Solidus eCare relies on Microsoft SQL Server for its databases. The supported versions of SQL
Server are:
Solidus eCare 7 Solidus eCare 8
SQL Server 2014 (64-bit)

SQL Server 2012 (64-bit) SP2

SQL Server 2008 R2 (64-bit) SP2

SQL Server 2008 (32/64-bit) SP3

SQL Server 2005 SP4

For the Solidus eCare Multimedia start package, a non-Express edition of SQL Server is
recommended.

Some limitations exist to the VoiceXML 2.1 compatibility. See the VoiceXML applications document for more
details.
3
With SU243 for Windows 2008 Server or SU211 for Windows 2003 Server.
7 (12)

Note: As Solidus eCare server software is supported only on the US English version of Windows
Server, if the SQL Server is installed on the same host as the Solidus eCare server software, it too
must be the English-language version. This is in accordance with Microsoft specifications that state
that a localized SQL Server must be the same language as the Windows Server that it is installed on.

3.8

Messaging servers

For e-mail integration, Solidus eCare is compatible with the following messaging servers:
Solidus eCare 7 Solidus eCare 8
Microsoft Exchange 2013

Microsoft Exchange 2010

Microsoft Exchange 2007

Microsoft Exchange 2003

Lotus Domino 8.5

3.9

Messaging clients

Outlook or Notes messaging clients are used on the Solidus eCare server if the contact centre
manages incoming e-mails, and on the agents computer for Desktop Manager, BluStar Agent or
BluStar Expert to include Outlook or Notes contacts in directory listings.
Solidus eCare 7

Solidus eCare 8

Server +
Desktop Manager

Server +
Desktop Manager

BluStar Agent +
BluStar Expert

Microsoft Outlook 2013 (32-bit)

Microsoft Outlook 2010 (32-bit)

Microsoft Outlook 2007 (32-bit)

Microsoft Outlook 2003 (32-bit)

Lotus Notes 8.5

3.10

Social media

Solidus eCare 8 social media plug-in can connect to the following social networks and accounts:

Facebook business pages

Twitter accounts

Important: This plug-in depends on services and interfaces provided by Facebook and Twitter, which
are not under our control. Should Facebook or Twitter change significantly or cease offering these
services, then Aastra will not be liable for malfunction. (This is the reason why we dont offer
perpetual licenses for the social media plug-in.)

8 (12)

3.11

Internet Suite

For the Internet Suite solution, additional requirements apply:

Solidus
eCare 7

Solidus
eCare 8

New Atlanta ServletExec 6.0

Necessary for the chat

function of the Internet Suite

JDK 6.0 (latest update)

Necessary for the chat

function of the Internet Suite

SAP Crystal Reports 8.x Professional

or Developer edition

Optional - for the historical

reporting function of the
Internet Suite

3.12

CRM integrations

This section lists the CRM software that has been verified with Solidus eCare.
3.12.1 Siebel CRM
Solidus eCare is compatible with the following versions of Siebel CRM:
Solidus eCare 7 Solidus eCare 8
Siebel 8.1

Siebel 8.0

Siebel 7.8

Siebel 7.5

3.12.2 SAP CRM

Solidus eCare is compatible with the following versions and interfaces of SAP CRM:

SAP CRM 7.0

SAP CRM 6.0
SAP CRM 5.0

Server-side integration for use with SAPs webbased application

SAP CRM 4.0

Solidus
eCare 7

Solidus
eCare 8

SAPPhone 3.x

For desktop-side integration

BAPI

Server-side integration: Access to SAP Business

Objects, from within the Script Manager, via RFC
(Remote Function Calls)

3.12.3 Other CRM systems

For other CRM systems, we will typically suggest our general-purpose integration points. These are:
Script Designer for server-side integration of database access and custom software
For agent-side integration:
o COM/.NET interface for BluStar Agent
o DDE and COM interfaces for Desktop Manager
Agent Service Open API for server-side integration
9 (12)

Please refer to the product documentation for details on the information and the operations that are
available via these interfaces.

3.13

Certified AP partners

The Aastra Approval Partner Program (AP) provides a platform for partner companies to leverage
our focus on open standards and interfaces, and integrate with Aastra products and partners in a
controlled environment. Being certified together with Solidus eCare, the following product has
achieved the highest level of partnership:
Solidus eCare
version

Certified product

Main purpose

Cention Contact Center 3.2

Multimedia ticketing system with Social Media

integration

8.2/8.3

Please consult InfoChannel AP for the list of partners of the MX-ONE and Aastra 700 solutions
and/or partners with a lower level of partnership.

Hardware requirements

4.1

Server computer requirements

The following minimum requirements apply for a full Solidus eCare 7 or 8 installation:
CPU Performance

Intel Core 2 Duo

E7400 2.8 GHz

Or equal or better performance on other architecture

Memory

4GB

In addition to OS memory needs

Disk, OAS Disk

16 GB

The space will be used mainly for log files and the
performance database

Disk, rest of system

10 GB

The space will be used mainly for log files

Disk, SQL Database

Monitor resolution

See product documentation for calculation guidance

1024x768

The complexity of the configuration, the system size, and the load on the system determines whether
higher performance and/or additional servers are required.
Please refer to the product
documentation for dimensioning guidelines.

4.2

User computer requirements

The following minimum figures apply for a full Solidus eCare 7 or 8 client installation, including all
available functions:
Intel Core 2 Duo
CPU Performance
Or equal or better performance on other architecture
E4300 1.8 GHz
Memory

2 GB

In addition to OS memory needs

Disk

15 GB

For application software and log files

Monitor resolution

1024x768

Recommendation

One available communication port is needed to connect to an external physical wall display.

10 (12)

4.3

SMS modems

Any SMS modem that supports SMS AT commands in text mode can be used. PDU mode is not
supported.
The SMS modem should either have a COM port series port interface or a virtual COM port via USB.

Revision history

0/33
0/35
0/36
0/37-38

March 2011

0/39-40

March 2011

0/41-43
0/44-47
0/48
0/49
0/1
0/2
0/3
0/4
0/5
0/6
0/7

April 2011
June 2011
January 2012
March 2012
May 2012
July 2012
Sept 2012
Oct 2012
Nov 2012
Dec 2012
April 2013

0/8

May 2013

0/9
0/10

August 2013
Sept 2013

0/11
0/12

Oct 2013
Nov 2013

0/13

March 2014

0/14

Sept 2014

Update for Version 7, service pack 2.

Update on support of 675xi series telephones
Editorial corrections only.
Update for Version 7, service pack 3. Version 6 supported with MX-ONE
4.1, and MX-ONE 3.2 SP5.
Additional info on phones for NOW+DM integration. Update for MX-ONE
4.1 SP2.
Update for Solidus eCare 7, service pack 3
Update for Solidus eCare 6, service pack 5
Update for Solidus eCare 7, service pack 4
Update for Solidus eCare 8
New document number
Updates for Solidus eCare 8.x and MX-ONE 5.0
Updates for Solidus eCare 8.1
Updates regarding Trade compliance and other
Many updates for Solidus eCare 8.1 and 7.0 SP5
Updates for Solidus eCare 7.0 SP6 (Windows 8 support + MX-ONE
service packs)
Updates for Solidus eCare 8.2; consistency verified with older release
notes; revamping
Updates for Solidus eCare 7.0 SP7 (MX-ONE 5.0 SP2, ESXi 5); ELM SP8;
Nuance 8.5; non-Express editions of SQL Server; Lotus Notes
Update for MX-ONE 5.0 SP3
Update for Solidus eCare 8.2 SP1 (Removed X-Link restriction for MXONE 5.0 SP3); Added SP1 of Windows 7; Added BluStar 8000i for agents
No limitation for BluStar 8000i anymore
Solidus eCare 7.0 SP8; Internet Explorer 8+; No D.N.A for BluStar
Agent/Expert; Added certified AP partners
Updates for Solidus eCare 8.3; Added VMware 5.x support; Added
Windows 8.1; Clarified support of software from other vendors; Added
limitations depending on type of terminal; Removed Windows XP;
Removed support of clustering
Updates for Solidus 8.3 SP1: Windows 2012 R2, Exchange 2013,
Outlook 2013 and SQL 2014 added.

11 (12)

 2014 Mitel Networks Corporation. All rights reserved.

This document contains proprietary information, which is protected by copyright.
No part of this document may be reproduced or transmitted in any form or by any
means, electronic or mechanical, including photocopying, recording, or by any
information storage and retrieval system, or translated into another language,
without the prior written consent of Mitel Networks Corporation, Ottawa, Ontario, Canada.
NOTICE
The information in this document is subject to change without notice.
MITEL MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL,
INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY
AND FITNESS FOR A PARTICULAR PURPOSE. Mitel shall not be liable for errors
contained herein, neither for incidental nor for consequential damages in connection with the
furnishing, performance, or use of these materials.
Mitel Networks Corporation
Ottawa, Ontario, Canada

12 (12)