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Contact Center Enterprise Solution CompatibilityMatrix, Release 12.5(x)

First Published: 2020-02-05

Last Modified: 2020-06-13

The Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all the Cisco CCE solutionsand component compatibility information. This compatibility matrix specifies all supported configurationsand versions for Release 12.5(1). The information in this compatibility matrix supersedes compatibilityinformation in any other Cisco Contact Center Enterprise documentation. If the Compatibility Matrix doesnot state a configuration or version, then it does not support it.

The Compatibility Matrix specifies all supported third-party softwares (like Avaya, Nortel, and VMware) andits versions. Support for these software versions and their interoperability depends on the release cycles(patches and upgrades) of the third-party software. For example, support for ESXi depends on VMware releasecycles.

Note

Contact Center Enterprise Solution Compatibility Matrix, Release 12.5(x)1

• Cisco HCS for Contact Center shares the same media kit as Cisco Unified CCE, which includes somecomponents not supported in a Cisco HCS for Contact Center deployment.

• IP IVR 12.5(1) is compatible only with CCE 12.5(1).

• Upgrade all the solution components to experience the new features delivered as part of a particularsolution release version. Upgrading only the component that delivers the new feature may not be sufficientin all cases.

For more information on upgrade paths, see the CCE Upgrade Flowcharts in the respective ContactCenter Enterprise Installation and Upgrade Guides.

• Packaged CCE: In Release 12.5, the multistage upgrade support is backward compatible with Release12.0 only. For all releases prior to 12.0, all components must be on the same release.

Exception: Cisco Unified CM can continue to be on an earlier compatible release for an off-box solutiondeployment.

• Support for a Cisco Unified CM release is inclusive of all updates.

• The new component Cloud Connect can be deployed with Enterprise Solution.

1. To know the browsers that are supported by CiscoWebex ExperienceManagement, click ExperienceManagement .

2. For the languages that are supported by Cisco Webex Experience Management, click ExperienceManagement.

Note

PCCE/UCCE/HCS-CC Components, Release 12.0PCCE/UCCE/HCS-CCComponents,Release 12.5 CommentsCCMP

/CCDM

CUCMSocialMinerPGLive Data(Standalone)

AWLoggerRouterCUIC-LiveData-IdS(Coresident)

CUIC(Standalone)

VVBCVPECEFinesseIdS(Standalone)

YYYYIdentity Server(Standalone)


https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html


https://cloudcherry.com/docs/user/getting-help/#supported-browsers

https://cloudcherry.com/docs/user/getting-help/#supported-browsers

https://cloudcherry.com/docs/user/getting-help/#cloudcherry-language-support

https://cloudcherry.com/docs/user/getting-help/#cloudcherry-language-support


/CCDM



CUIC(Standalone)


For Livedatagadgets toload inCiscoFinesse,installCUIC12.0(1) ES06 or lateron LiveData(Standalone)server. SeeNotes formoreinformation.

YYYYYYNNFinesse

YYYYYNECE

On PCCE12.0, installCCE 12.0ES37before youupgradeCVP to12.5(1).

YYYYYCVP

YYYYYVVB

YYNNCUIC (Standalone)

YNNNCUIC-LiveData-IdS(Coresident)

NNYNNNNNNRouter

NNYNNNNLogger

NNYNNNNNNNNAW

YNNNNLive Data(Standalone)

YNNNNNNNNNPG



/CCDM



CUIC(Standalone)


UpgradeMR PGand CCP inthe samemaintenancewindow

NCustomerCollaborationPlatform

NotApplicabletoPackagedCCE.

YYYYYCCMP

Applicableonly toHCS forCC.

YYYYCCDM

NNNNCloud Connect

Unified CCE/HCS-CC Components, Release 11.6Unified CCE/HCS-CCComponents,Release 12.5 CommentsCCMP

/CCDM

CUCM*

SocialMinerPGLive Data(Standalone)


CUIC(Standalone)


YYYYIdentity Server(Standalone)

For Livedata gadgetsto load inCiscoFinesse,ensure toinstall CUIC11.6(1)ES18 orlater on LiveData(Standalone)server. SeeNotes formoreinformation.

YYYYYYNNFinesse

YYYYNNECE



/CCDM

CUCM*



CUIC(Standalone)


YYYYYCVP

YYYYYVVB

YYNNCUIC (Standalone)

YNNNCUIC-LiveData-IdS(Coresident)

NNYNNNNNNRouter

NNYNNNNLogger

NNYNNNNNNNNAW

YNNNNLive Data(Standalone)

YNNNNNNNNNPG

UpgradeMR PG andCustomerCollaborationPlatform inthe samemaintenancewindow

NCustomerCollaborationPlatform

CCMP isnotapplicable toPackagedCCE.

On UCCEandHCS forCC 11.6,installUCCE11.6(1) ES 7before youupgradeCCMP to12.5(1).

YYYYYCCMP



/CCDM

CUCM*



CUIC(Standalone)


CCDM isapplicableonly to HCSfor CC.

On HCS forCC 11.6,installUCCE11.6(1) ES 7before youupgradeCCDM to12.5(1).

YYYYCCDM

NNNNCloud Connect

* CUCM, releases 11.5, 12.0, and 12.5 are supported with Unified CCE, Packaged CCE and HCS-CC, Release12.5.

Notes

• CCE 12.5 supports Cisco Smart Software Manager (CSSM) On-Prem 7.x.

• CCMP, Release 12.5 is supported with CUCM, releases 11.5, 11.6, 12.0, and 12.5.

• In 2000 Agent deployments, CUIC-IdS-LD, Rogger, AW-HDS-DDS, Finesse, and ECE need to beupgraded together in the same maintenance window.

• Upgrade the JTAPI client and, if necessary, IP IVR when you upgrade CUCM.

• In Live Data (Standalone) 11.6 and 12.0 deployments, when CUIC and Cisco Finesse components arein version 12.5, Live Data gadgets will not load in Cisco Finesse. Youmust enable Cross-Origin ResourceSharing (CORS) and set Finesse host URLs to load the Live Data gadgets.

For more information on CORS CLIs, see Cisco Unified Contact Center Enterprise Installation andUpgrade Guide athttps://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.


Notes


Cisco Gateway Hardware and Software

Gateway Functionality

CommentsPackagedCCE, AndCisco HCS-CCSupport

Call ProgressAnalysis forOutboundOptions forSIP Trunks(CUBE)

VXMLGatewayBrowser

SoftwareFeature Set

SoftwareVersion

CentralControllerversion 12.5(1)Model

YesYesNoUniversalIOS XE 16.6(Pi32)

ASR 1001X

ASR 1002X

ASR 1004RP2

ASR 1006RP2

IOS XE 16.9(Pi33)

IOS XE 16.12(Pi36)

YesNoNoUniversalIOS XE 16.6CSR 1000v

IOS XE 16.9

IOS XE 16.12

IOS XE16.12.2

YesYesYesUniversal15.6(3)M1ISR G2 29xx,39xx, 39xxE 15.7(3)M1

YesYesNoUniversalIOS XE 16.6(Pi32)

IOS XE 16.9(Pi33)

IOS XE 16.12(Pi36)

IOS XE 17.2

ISR G3 43xx(4321, 4331,4351)

ISR G3 44xx(4431, 4451,4461)

Notes

• All Gateways in the above table support inbound contact center calls and Call Progress Analysis (CPA)for Outbound Option with TDM Trunks.

• For IPv6-enabled deployments, the supported IOS versions for NAT64 translations are 15.4(2)T3 andlater releases.

• Multi-VRF requires IOS XE 16.3.4 to support Hosted Collaboration Solution for Contact Center.

• The Contact Center Enterprise solutions are qualified with vCUBE (CUBE on CSR 1000v) Fuji releaseversions 16.9.1 and 16.9.2.


Cisco Gateway Hardware and Software

• Unified CVP supports the listed IOS release trains and their laterM or T trains respectively. For example,gateways supporting 16.1(4)M3 will also support 16.1(4)M4 and 16.1(4)M7, but not 16.1(4)M1 and16.1(4)M2.

IOS Versioning Key 16.1(4) M3 and 16.1(4) T1 as Examples

• 16.1 is the version number.

• (4) is the release number.

• M3 and T1 are the train release numbers. M is the mainline train and T is the technology train.

• An increment in the release number after M or T refers to additional bug fixes.

IOS-XE Versioning Key 16.12.1a and 16.12.3 as Examples

• 16.12 is the version number.

• 1 and 3 are the increment release numbers with additional bug fixes.

• "a" indicates a special release.

• Every three releases include a maintenance release incremented as 16.3, 16.6, 16.9, 16.12, 17.3, and soon.

Cisco Unified SIP ProxySupported Versions: Cisco Unified SIP Proxy (CUSP) 9.0(x), 9.1(x), 10.0(x), and 10.1.

Notes

Unified CCE, Packaged CCE, and HCS for CC solutions support CUSP 10.0(x) and 10.1 only in non-securemode.

Endpoints for Agents and Callers

MRAVideoPrompt/QueueWhen usedas CallerEndpointSupport

IPv6SIP

IPv6SCCP(UCCEOnly)

FinesseIPAgentPhone

WhisperAnnouncements

AgentGreeting

UnifiedCM SilentMonitor

VideoVoice&FinesseDesktop

Endpoint

YesAudioOnly

YYNYYYYNY7821, 7841,7861

NNN/ANNNNNNY7925G,7925G-EX

NYNYNYYYNY7942G,7945G,7962G,7965G, 7975G


IOS Versioning Key 16.1(4) M3 and 16.1(4) T1 as Examples

MRAVideoPrompt/QueueWhen usedas CallerEndpointSupport

IPv6SIP

IPv6SCCP(UCCEOnly)

FinesseIPAgentPhone

WhisperAnnouncements

AgentGreeting

UnifiedCM SilentMonitor

VideoVoice&FinesseDesktop

Endpoint

YesAudioOnly

YYNYYYYNY8811, 8821,8841, 8851,8851NR, 8861

YesAudioOnly

YYYYYYYYY8845, 8865

NNNNNYYYYY8941, 8945

NNYNNYYYYY8961

NNYNNYYYYY9951, 9971

NYYNNNNNYYC40, C60, C90Telepresence

NYYNNNNNYYEX60, EX90

YYNNNYNVoiceonly

YYJabber forMac

YYNNNYNVoiceonly

NYJabber forVDI

YYNNNYNVoice-onlyYYJabber forWindows

NYNNYYYYNYCisco IPCommunicator8.6(4) andlater

NYYNNNNNYYMX300 G2,MX700,MX800Telepresence

NYYNNNNNYYSX10, SX20,SX80Telepresence

Notes

• General: Only the Cisco IP Phones listed in the above table are supported as contact center agent phones.As an alternative, you can deploy theMobile Agent solution to enable the contact center to use any phoneas an agent phone.


Notes

• General: The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features are notsupported, and must be disabled on phones that come packaged with these features and local CTI ports(LCP) for Mobile Agent.

• General: For any phone that allows Single Line Mode, you can use Shared Line on a non-ACD line. Youmust have your PG in Single Line Mode (set the Agent Phone Line Control setting to Single Line).

• General: Other than call initiation, all other call control on the non-ACD extensions is supported frommultiline capable desktops. Calls initiated from the hard phone can be controlled after initial call setup.

• General: Call Park is not supported on ACD and non-ACD lines.

• 78xx: If Cisco Finesse IPPA agents use 78xx series phone, you must either disable the Cisco FinesseIPPA Inactivity Timeout feature or increase the timeout in the range of 120 seconds to one day (86400seconds), so that the agent does not get logged out of Cisco Finesse IPPA even if the agent is on anyother screen.

• 88xx phones are supported only with desktop controls in the Standard Line mode. If both desktop anddevice controls are required, use the Enhanced Line mode.

• 89xx and 99xx: 89xx and 99xx series phones do not support video prompt and queue.

• 89xx, 99xx: These phones do not support directly disabling the Join Across Line (JAL) and DirectTransfer Across Line (DTAL) phone features. Instead, you must configure the Unified CM PG to useMulti-Line only. This setting applies to all phones controlled by that specific Unified PG. You cannotconfigure it on a phone-by-phone basis. Also, configure all phones with Set Maximum number of callsto 2 and Set Busy trigger to 1.

• Jabber:

• MRA support for Jabber requires minimum Cisco Jabber version 12.5 and Expressway 12.5. If youhave VPN split-tunneling configured, you can use Jabber with MRA and the Finesse desktop onthe same client machine. See https://www.cisco.com/c/en/us/support/security/anyconnect-secure-mobility-client/products-installation-and-configuration-guides-list.html for CiscoAnyConnect Mobility Client split-tunneling configuration.

• If VPN split-tunneling is not available, you can run after splitting them onto two clients.

• A remote agent who runs Jabber with MRA on one client machine and the Finesse desktopwith a VPN connection on a second client machine.

• A remote agent who runs a Jabber softphone on a laptop that is connected over MRA and runsthe Finesse desktop as a Xenapp thin client.

• Jabber for VDI is not supported in Video Contact Center deployments.

• Jabber Multiline feature is supported from CCE 11.6.

• For Cisco Jabber software compatibility details, see the Planning guide for Cisco Jabber athttps://www.cisco.com/c/en/us/support/unified-communications/jabber-windows/products-installation-guides-list.html.

Endpoints Supported for Callers Only

Callers outside of the enterprise's network can use the following endpoints:


Endpoints Supported for Callers Only

https://www.cisco.com/c/en/us/support/security/anyconnect-secure-mobility-client/products-installation-and-configuration-guides-list.html

https://www.cisco.com/c/en/us/support/security/anyconnect-secure-mobility-client/products-installation-and-configuration-guides-list.html

https://www.cisco.com/c/en/us/support/unified-communications/jabber-windows/products-installation-guides-list.html

https://www.cisco.com/c/en/us/support/unified-communications/jabber-windows/products-installation-guides-list.html

• Jabber for iOS

• Jabber for Android

Single Sign On (SSO) Identity Providers (IdPs)Unified CCE supports all SAML 2.0 compliant IdPs.

Refer to the respective IdP documentation for information about how to configure the IdP for Unified CCE.

The following is the list of SAML 2.0 compliant IdPs that are tested with this Unified CCE release:

VersionsIdentity Providers

AD FS 4.0: Windows Server 2016

AD FS 3.0: Windows Server 2012 R2

Microsoft AD FS (Active Directory FederationServices)

8.2.2.0PingFederate

10.0.1OpenAM

3.3.0Shiboleth

13F5

Notes

• Cisco Unified Contact Center Management Portal (CCMP for Unified CCE) and Cisco Unified ContactCenter Domain Manager (CCDM for HCS-CC), Release 12.5 support Microsoft AD FS 2012 R2 and2016 with WS-Federation via JSON Web Token (JWT).

However, user authentication access for CCMP and CCDM can be provided by one of the above IdPsvia Federated Trust with Microsoft AD FS. Federated Trust is supported per Microsoft AD FS and thirdparty IdP documentation and support.

• Kerberos is supported for single-domain authentication (non-federated environments). Kerberos is notsupported on HCS for CC.

• For ECE:

• Agent based users have the same compatibility as Cisco IDS.

• Supervisors outside Cisco Finesse support any SAML 2.0 complaint IDP.

Transport Layer SecurityThe Unified CCE database access encrypts SQL user authentication using TLS, but the data connection is notencrypted.

TLS 1.212.5 Component

Database AccessWeb Interfaces

✔✔PCCE

✔✔UCCE/ICM


Single Sign On (SSO) Identity Providers (IdPs)

TLS 1.212.5 Component

Database AccessWeb Interfaces

✔N/AAW Distributor/HDS/Logger

N/A✔Internet Script Editor

✔✔CCE Admin

✔✔Web Setup

N/A✔Diagnostic Portal

✔✔Live Data

N/A✔CTIOS C++ CIL

✔N/ASQL Gateway - DB Lookup

✔N/AProtocol - CTI Server and Media Routing

N/A✔CVP

N/A✔VVB

N/A✔IdS

✔✔Finesse

✔✔CUIC

✔✔ECE

N/A✔Live Data

N/A✔Customer Collaboration Platform

X✔CCMP/CCDM

N/AXACD

N/A✔UC Manager

Client Operating System

Clients OSComponents

Microsoft Windows 10Cisco Finesse

Mac OS X 10.12, 10.13, and 10.14

ChromeOS 70 (64-bit) and higher

Microsoft Windows 10 (64-bit)Cisco Unified Call Studio


Client Operating System

Clients OSComponents

Microsoft Windows Server 2016 (Standard andDatacenter editions)

Administration Client

Microsoft Windows 10 (Enterprise and Professional)

Microsoft Windows 10 (Enterprise and Professional)Internet Script Editor (ISE)

Microsoft Windows 10 (Enterprise and Professional)Silent Monitor Service for Unified CCE Toolkit

Microsoft Windows 10 (Enterprise and Professional)

For more information on the supportedversions of Microsoft Windows 10 withspecific versions of .NET Framework, seetheMicrosoft documentation.

Note

CTI OS Clients

Notes

• CTI OS is only supported for Unified ICMwhen used in conjunction with Avaya PG, Aspect PG, AACC(Symposium) PG, or non-reference design deployments like Parent-Child that employ Unified CCESystem PG. The supported CTI OS version is aligned with the supported PG version. The supported CTIOS desktop versions are 11.6(x) or later.

• CTI OS and CAD are not supported from Unified CCE, Release 11.5(x). New and existing deploymentsupgrading to Unified CCE release 12.0(1) or later must use Finesse desktop instead of CTI OS and CAD.

• Silent Monitoring Service is not supported on CTI OS deployments starting with Unified CCE release11.5(1).

Supported Browsers

Browser VersionOperating System

Internet Explorer v11.3085.14393.0 or later in Native ModeMicrosoftWindows Server 2016(Standard and Datacentereditions) Chrome v76.0.3809 or later

Firefox Quantum 68

Internet Explorer v11.345.17134 or later in Native Mode.Microsoft Windows 10

Google Chrome v76.0.3809 or later.

Firefox Extended Supported Release (ESR) 68 and later ESRs.

Microsoft Edge v42.17134 or later.

Microsoft Edge can consume considerably higher memory forthe same when compared to Chrome or Firefox. Hence, userswith Edge should use a system with a minimum configurationof 8 GB RAM.

Note


Notes

Browser VersionOperating System

Firefox Extended Supported Release (ESR) 68 and later ESRs.Mac OS X

Google Chrome v76.0.3809 or later.

Chromium v73 or later.Chromebook with Chrome OSv70

Google Chrome v60 or later.

Notes

• Unified CCE Administration requires full screen view of the browser with the minimum resolution of1366 x 768.

• All browsers must support SHA-256 certificates.

Browser Exceptions

• Windows 10 has Microsoft Edge as default browser. Enable Internet Explorer v11.345.17134 or later innative mode as default browser, if required.

• CCEAdministration Client (AW) Setup tool does not support Firefox and Chrome. Use Internet Explorerv11.345.17134 or later versions, or Microsoft Edge v41.16299.15.0 or later.

• CVP Operations Console (OAMP) and VVB Appadmin are supported on Internet Explorer only incompatibility mode. To ensure that all the functionalities of CVP OAMP work in Internet Explorer, setthe emulation level to at least 10 by following the steps documented in the Test your sites for documentmode compatibility section at Fix web compatibility issues using document modes and the EnterpriseMode site list.

Server Operating System

Server OSComponents

MicrosoftWindows Server 2016 (Standard andDatacenter editions)Unified and Packaged CCE, ICM,HCS-CC and System PG

MicrosoftWindows Server 2016 (Standard andDatacenter editions)Enterprise Chat and Email

MicrosoftWindows Server 2016 (Standard andDatacenter editions)Unified CVP

MicrosoftWindows Server 2016 (Standard andDatacenter editions)Unified CCMP

MicrosoftWindows Server 2016 (Standard andDatacenter editions)Unified CCDM

MicrosoftWindows Server 2016 (Standard andDatacenter editions)Silent Monitor Server

MicrosoftWindows Server 2016 (Standard andDatacenter editions)CTI OS Server

Notes

Unified ICM/CCE is qualified to only work on a retail installation of theMicrosoftWindows Server (Standardand Datacenter editions). Cisco does not support Unified ICM/CCE on a customized Microsoft Windows


Notes

https://docs.microsoft.com/en-us/internet-explorer/ie11-deploy-guide/fix-compat-issues-with-doc-modes-and-enterprise-mode-site-list#test-your-sites-for-document-mode-compatibility

https://docs.microsoft.com/en-us/internet-explorer/ie11-deploy-guide/fix-compat-issues-with-doc-modes-and-enterprise-mode-site-list#test-your-sites-for-document-mode-compatibility

image (for example, a corporate image). If you use a customized image of the Microsoft Windows operatingsystem, the Unified ICM/CCE application can fail.

SQL Server and Informix Versions

SQL Server VersionComponents

• Microsoft SQL Server 2017 (Standard and Enterprise editions)with cumulative updates

Unified CCE supports the 64-bit version of MicrosoftSQL Server 2017 only.

Note

Unified and Packaged CCE, ICM,and HCS-CC

• ECE 400 agent deployment: Microsoft SQL Server 2016 SP2Standard and Enterprise editions are supported.

• ECE 1500 agent deployment: Microsoft SQL Server 2016 SP2Standard and Enterprise editions are supported.

Enterprise Chat and Email

IBM Informix Dynamic Server Version 14.10.FC1Unified CVP

Microsoft SQL Server 2016 SP2 Standard editionUnified CCMP

Microsoft SQL Server 2016 SP2 Standard editionUnified CCDM

Java JRE and JDKRelease 12.5 supports the following Java Runtime Environment (JRE) versions.

• CCE uses JRE version 1.8 (32 bit), update 181 or later updates of version 1.8.

• Unified CVP, Cisco Unified Intelligence Center and Live Data, and Cisco Finesse use JRE version 1.8(64 bit), update 172.

• Cisco VVB uses JDK version 1.7, update 231 and JDK version 11.0.2.

• Cisco Enterprise Chat and Email, Cisco CCMP and CCDM use JRE version 1.8 (32 bit), update 121 orlater updates of version 1.8.

• For instructions on applying newer Java security updates, see Security Guide for Cisco UnifiedICM/Contact Center Enterprise guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

Supported Languages

CustomerCollaborationPlatform

FinesseUnifiedIntelligenceCenter

Unified CCEReportingTemplates

Unified CCEAdministration

YesYesYesYesNoBulgarian

YesYesYesYesNoCatalan


SQL Server and Informix Versions

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

CustomerCollaborationPlatform

FinesseUnifiedIntelligenceCenter

Unified CCEReportingTemplates

Unified CCEAdministration

YesYesYesYesYesChinese (China)

YesYesYesYesYesChinese(Taiwan)

YesYesYesYesNoCroatian

YesYesYesYesNoCzech

YesYesYesYesYesDanish

YesYesYesYesYesDutch

YesYesYesYesYesEnglish (UnitedStates)

YesYesYesYesNoFinnish

YesYesYesYesYesFrench (France)

YesYesYesYesYesGerman

YesYesYesYesNoHungarian

YesYesYesYesYesItalian

YesYesYesYesYesJapanese

YesYesYesYesYesKorean

YesYesYesYesNoNorwegian

YesYesYesYesNoPolish

YesYesYesYesYesPortuguese(Brazil)

YesYesYesYesNoRomanian

YesYesYesYesYesRussian

YesYesYesYesNoSerbian

YesYesYesYesNoSlovenian

YesYesYesYesNoSlovakian

YesYesYesYesYesSpanish

YesYesYesYesYesSwedish

YesYesYesYesNoTurkish


Supported Languages

Microsoft .NET Framework• Microsoft Windows Server 2016 (Standard and Datacenter editions) comes with pre-installed .NETversion 4.6.2. Unified CCE Administration client installs .NET version 4.7.2 on Windows 10 system.Unified CCE release 12.5 installs Microsoft .NET Framework version 4.7.2.

• CTI OS Client release 12.5 installs Microsoft .NET Framework version 4.7.1.

Other Supported Software

SoftwareFunction

Microsoft Active Directory versions 2012 R2 and 2016 are supportedwith the Cisco Unified CCE, Packaged CCE and HCS-CC solutions.

Microsoft Active Directory

For Remote Desktop usage information, see the Remote Administrationsection in the Security Guide for Cisco Unified ICM/Contact CenterEnterprise.

Remote Administration

The following Antivirus software were tested:

• McAfee Endpoint Security

• Symantec Endpoint Protection 14.2 with latest MP

• Trend Micro Deep Security 11.0

• Cisco Advance Malware Protection (AMP)

See the Cisco Customer Contact Software Policy for Use of Third-PartySoftware Bulletin at: https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-ip-interactive-voice-response-ivr/prod_bulletin09186a0080207fb9.html

Antivirus Software

For more information about virtualization for all Unified CCEcomponents, see the Unified Communications in a Virtualization pagehttps://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.

Virtualization

Microsoft Excel Versions 2013, 2016 and Office 365.

Office 365 does not support Authenticated excel reportpermalink.

Note

Unified Intelligence Centerreporting


Microsoft .NET Framework

https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-ip-interactive-voice-response-ivr/prod_bulletin09186a0080207fb9.html



https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html


Virtual Desktop Infrastructure Support

Virtual DesktopInfrastructure

Cisco Client Type

VMware View 5.x.Cisco Finesse andCUIC VMware Horizon 6.x and

7.x.

Citrix XenDesktop 7.x

Notes

• Unified Communications Manager Silent Monitoring is the only silent monitoring type supported withVDI.

• Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse. Tablets andmobile devices are not currently supported.

• You can use any VDI endpoint that supports the specific Citrix or VMware VDI solution versionssupported by Cisco. Verify that the bandwidth and deployment considerations of the solution meet theperformance and timing requirements.

• Cisco Unified Contact Center Enterprise Administration is not supported on virtual desktops.

VMWare ESXI CompatibilityFor information on the VMware ESXi versions compatible with Unified CCE solution components see CiscoCollaboration Virtualization athttps://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.

Application Virtualization

Remote Desktop Services PlatformCitrix/XenAppCisco Client Version

Microsoft Windows Server 2016XenApp 7.xCisco Finesse andCUIC


Virtual Desktop Infrastructure Support


Automatic Speech Recognition and Text to Speech

RequirementsCategory

Unified CVP was tested for interoperability with the following Nuance components:NuanceSoftware

Nuance Recognizer 11

Nuance Recognizer 10.5 (NR10.5):

Nuance Recognizer 10.5

Nuance Recognizer 10 (NR10):

Nuance Recognizer 10.2.7.2016030212 x86_64 - Package revision 16062

Nuance Vocalizer 7

Nuance Vocalizer 6.2

Voice Pack for Vocalizer 6.0.3

Voice Pack for Recognizer 10.2.0

Vocalizer for Enterprise 6.0.5.2015041409

Vocalizer for Enterprise 6.0.5.15104

Nuance Speech Server 6.2.8 - Package revision 15189

Contact Nuance support for compatibility of later dot releases of Nuancecomponents with Unified CVP.

Note

Use vendor-recommended operating system software.OperatingSystem

Load BalancersThese Cisco components support third-party load balancers in redirect mode.

• Unified CCE

• Unified CVP

• Unified Intelligence Center

• Finesse

• Enterprise Chat and Email

Third-party load balancers must meet these requirements:

• Both SSL offloading and SSL pass through must be supported

• Load Balancer High Availability

• Session stickiness is mandatory for Unified Intelligence Center

• Persistence - cookie-insert

• Distribution algorithm - Round-robin


Automatic Speech Recognition and Text to Speech

See these documents for the interoperability notes and any known caveats of F5 Big-IP and Citrix NetScalar1000v:

• https://www.cisco.com/c/dam/en/us/solutions/collateral/enterprise/interoperability-portal/bigip.pdf

• https://www.cisco.com/c/dam/en/us/solutions/collateral/enterprise/interoperability-portal/interop-note-customer-voice-portal.pdf

For specific interfaces where you can use load balancers in your deployment, see the Cisco Design Guide forthe UCCE component.

Note

Non Reference Design Compatibility

Unified CCE Parent Child Compatibility

Parent PG 12.5(x)Parent PG 12.0(x)Parent PG 11.6(x)Release

YesYesYesChild PG 11.6(x)



ICM-to-ICM Gateway Compatibility

ICM ServerICM Client

12.512.5

12.012.5

11.612.5

12.512.0

12.511.6

Packaged CCE 12.5 and 12.0(1) ES26 (and above) versions support ICM-to-ICMGateway in 4000 and 12000Agent deployments only.

Note

Third Party ACDs

Aspect Call Center with CMI

NotesICM 11.6CMI (Contact Server)Switch Version

CMI v6.4 issupported only onWin2k8.

YesCMI v6.4v9.3


Non Reference Design Compatibility

https://www.cisco.com/c/dam/en/us/solutions/collateral/enterprise/interoperability-portal/bigip.pdf

https://www.cisco.com/c/dam/en/us/solutions/collateral/enterprise/interoperability-portal/interop-note-customer-voice-portal.pdf

https://www.cisco.com/c/dam/en/us/solutions/collateral/enterprise/interoperability-portal/interop-note-customer-voice-portal.pdf

Avaya

Avaya Considerations

Review the following Avaya support considerations:

• Avaya name changes: Avaya changed names fromDEFINITY toMultiVantage to Avaya CommunicationsManager (ACM) to Avaya Aura Communications Manager (AACM).

• Cisco Hosted Collaboration Solution for Contact Center (Cisco HCS-CC) supports on Avaya third partyPeripheral Gateways.

• Packaged CCE 12.5 and 12.0(1) ES26 (and above) versions support Avaya third party Peripheral Gatewaysfor AACM in 4000 and 12000 Agent deployments only.

• RTA 5.0.5 and RTA 6.0 enhanced functionality (60 skills per agent and 2000 skill groups per system)are not supported by ICM.

• ICM does not support more than 12000 active associations on a single system.

• All CMS versions are supported as long as a supported RTA is used.

• Cisco supports the Avaya S8300, S8400, S85XX, S87XX, and S88XX Servers in support of ACM.

• Cisco supports the general use of Avaya IP Phones.

• Although Avaya stopped supporting the CVLAN interface in 2012, UCCE still uses this interface tocommunicate with Avaya products.

• MAPD is not supported.

• Support for third-party ACD clients, SDKs, and interfaces integrated with ICM stops when the third-partyACD manufacturer ends mainstream support.

• Ten-digit Agent extension and Agent ID are supported from ICM 9.0(3) and later that have ACM 6.2and later; AES 6.2 and later; and CMS R16 with RTA 6.0 pl: 13g.

Avaya CMS RTA Support

ICM/Packaged CCE12.5

RTAVersion

Yes6.0(x)

No6.0Extended

Avaya Communications Manager (ACM) Support


RTA Version

YesACM 6.3 (x) to 8.1(x)


Avaya

Notes on Avaya Communications Manager Support

Avaya Product Support Notice patch PSN020249u is required for ACM 7.0 (x) and above. For details, seethe Product Support Notice at: https://downloads.avaya.com/css/P8/documents/101020687.

Avaya Server and CVLAN/TSAPI Client Support


TSAPI ClientSupported

CVLAN ClientSupported

AES Server

YesYesYes6.3 (x) to8.1(x)

Avaya Nortel

These apply to the support of Avaya/Nortel's ACD switch types.

• Cisco only supports certain Succession platforms with Symposium. See the following chart for details.

• Cisco does not support more than one PG pair connected to a single Symposium server.

• You must request the SCCS Toolkit from Cisco. To do so, send an email with this information [email protected]:

• Customer name

• Maintenance contract number

• ICM version

• PG version

• Number of PGs

Avaya Aura Contact Center

ICM 12.5AACC Version

Yes6

Yes6.4

Yes7.1

Notes to Avaya Aura Contact Center

The Automated Administrator for Symposium (AAS) feature is not supported with AACC 6.4.

Nortel SDK

NotesICM 12.5ACD Version

As of September 2008, Nortel does not provide support forSCCS 5.0.

NoNortel SDK 5.0 (withSCCS 5.0 and NCCM6.0)


Avaya Nortel

https://downloads.avaya.com/css/P8/documents/101020687

NotesICM 12.5ACD Version

For HDX 6, you must install RTD 6 on the PG.YesNortel SDK 6.0 (withNCCM 6.0, NCCM 7.0and AACC 6.0) Note: SDKs are not integrated with ICM.

Notes to Nortel SDK

• Cisco does not support any major ACD version not shown in this matrix.

• Nortel Contact Center Manager (NCCM), earlier known as Symposium (SCCS), was renamed to AvayaAura Contact Center (AACC).

CTI Support for ACD Types

CTI OS SupportCTI Server ProtocolSupport

ACD ModelACD Vendor

YesYesAvaya Communication Manager v6.3 tov8.1 (over CVLAN and TSAPI)

Avaya

YesYesUnified CCECisco

YesYesAACC v6.0, v6.4, v7.1Avaya


CTI Support for ACD Types

contact center enterprise solution compatibility matrix ... · onlive data (standalone) server.see...

Documents