Unified CCE Solution Compatibility Matrix for 11.

6(x)

Updated: March 25, 2020

Unified CCE Solution Compatibility Matrix for 11.6(x)

 
Go to: Unified CCE Solution Compatibility Matrix for 11.6(x) (Display-optimized HTML)
Go to: Cisco Unified Contact Center Enterprise Compatibility Information (Index)
 
The Unified Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all Cisco Unified CCE solution component information, such as Finesse, Unified Intelligence Center, and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for the Cisco Unified CCE 11.6(x) release. The information in this compatibility matrix supersedes compatibility information in any other Cisco Unified Contact
Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported.
Note:
The Compatibility Matrix specifies all supported third-party softwares (like Avaya, Nortel, and VMware) and its 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 release cycles.

Contents
1 Cisco Unified CCE 11.6(x) Solution
2 Cisco Gateway Hardware and Software
2.1 Cisco Unified SIP Proxy
3 Endpoints for Agents and Callers
3.1 Endpoints Supported for Callers Only
3.2 Cisco Unified Communications Manager Mobile and Remote Access
4 SSO Identity Providers
5 Supported Third-Party Software
5.1 Microsoft .Net Framework
5.2 Client Operating Systems
5.3 Server Operating Systems
5.4 Java Runtime Environment
5.5 Supported Browsers
5.6 Microsoft System Software Requirements
5.7 Microsoft Windows and Microsoft SQL Server Localization Support
5.8 Transport Layer Security
6 Agent Desktop Supported Platforms
7 Unified CCE Parent / Child Compatibility
8 Virtual Desktop Infrastructure Support
9 VMware ESXi Compatibility
10 Application Virtualization
11 ICM-to-ICM Gateway Compatibility
12 Automatic Speech Recognition - Text to Speech
13 Load Balancers
14 Cisco PGW Softswitch Support
15 Third-Party ACD
15.1 Aspect Call Center with CMI
15.2 Avaya
15.2.1 Avaya CMS RTA Support Matrix
15.2.2 Avaya Communications Manager Support Matrix
15.2.3 AES Server and CVLAN/TSAPI Client Support Matrix
15.3 Avaya/Nortel
15.3.1 Avaya Aura Contact Center
15.3.2 Nortel SDK
15.4 CTI Support for ACD Types
16 Remote Expert Mobile
16.1 Apple iOS Device Support for REM
16.2 Android Device Support for REM
16.3 Jabber System Requirements for REM Agents
16.4 Browser Support for REM Customers
16.5 Mobile Browser Support for REM Customers
 

Cisco Unified CCE 11.6(x) Solution (top)

Central Controller version 11.6(x)

Unified
Unified Unified CCE Virtualized Finesse Unified
Unified Live Data MediaSense Remote SocialMiner Enterprise Unified
Unified Identity Server
Communications Customer Components Voice
Intelligence
Intelligence (Standalone) Expert
Chat and
Contact
IP Interactive (Standalone)

Manager Voice
Browser Center
Center Mobile Email
Center
Voice

(CUCM) Portal (VVB) (Standalone) (Coresident) (REM) (ECE) Management Response

(CVP) PG CTI
Portal
(IP IVR)
Server (CCMP)

 12.5(1) 12.6(1)
11.6(x) 12.6(1)
12.6(1) 12.6(1) 11.6(1) 11.6(1) 11.5(1) 11.6(1) 11.6(1) 12.6(1)
12.6(1) 11.6(1) 12.6(1)

12.5(1)
12.5(1)
12.5(1) 12.5(1) 11.6(2) 12.5(1)
12.5(1) 12.5(1)

12.0(1)
12.0(1)
12.0(1)
12.0(1) 12.0(1) 12.0(1)
12.0(1) 12.0(1)

11.5(1) 11.6(1)
11.6(1) 11.6(1) 11.6(1)
11.6(1) 11.6(1)
11.6(1)
11.0(1a) 11.5(1)  
10.5(2) 11.0(1)
 
 

Notes:
Upgrade all the solution components to experience the new features delivered as part of a particular solution release version. Upgrading only the component that delivers the new feature may not be sufficient in all cases. 
During an upgrade, a Central Controller running at 11.6(x) supports Peripheral Gateways running at 11.5(x), 11.0(x), and 10.5(x).
CUCM:
Upgrade the JTAPI client when you upgrade CUCM. For details on the Installation of JTAPI Client on UCM, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 11.6 (or later), at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.
If you upgrade to CUCM 12.5 on the M4 servers, ensure that you deploy CUCM off-box. CUCM 12.5 on-box deployment are only supported for M5 servers.
Support for a CUCM Release is inclusive of all updates.
Before you upgrade to Cisco Unified CVP, Release12.0 (1), upgrade VVB to Release 11.6(1) ES84.
CUIC 11.6 supports LD standalone 11.5 with COP 14 or latest COP file. CUIC 11.6 supports LD standalone 11.0 with an ET requested with Cisco Technical Support.
CUIC and Finesse: For co-resident configurations, Unified Intelligence Center must be at the same version as Finesse and must be upgraded in the same maintenance window.
If you will be assigning multiple supervisors to a single agent in your deployment, you must install the 11.6(1) COP11 file in CUIC to establish sync.
Install the CUIC, Release 11.6(1) COP11 patch before you upgrade Cisco Finesse and ECE to Release 12.0(1) or 12.5(1). If you do not use SSO, update the CUIC in the co-resident deployment to Release 11.6(1) COP11. If SSO is enabled use, upgrade the co-resident deployment to Release 12.0(1) or 12.5(1).
CUIC and Finesse: The platform version for Release 11.6 is 11.5.3 (SU3) (CCM_FREEZE_11_5_1_13900_20_CCT).
IdS and Finesse: For configurations using Single Sign-On (SSO), Identity Server (IdS) must be upgraded before Finesse. Finesse can be at an older version temporarily during an upgrade window.
Finesse: New Unified CCE 11.6(x) deployments must use Cisco Finesse. Existing deployments that are upgrading to Unified CCE 11.6(x) must upgrade to Finesse. From Unified CCE 11.5(1) going forward, CAD and CTI OS are no longer supported.
Finesse: The Cisco Finesse version must be the same as or lower than the ECE version. For example, Cisco Finesse 11.6 supports ECE 11.6, 12.0, and 12.5, but Cisco Finesse 12.0 does not support the ECE 11.6 gadget.
Finesse and ECE:You must either upgrade ECE prior to Finesse or upgrade both in the same maintenance window due to the dependency between ECE and Finesse.
In Live Data (Standalone) 11.6 deployments, when CUIC and Cisco Finesse components are in version 12.5, Live Data gadgets will not load in Cisco Finesse. You must enable Cross-Origin Resource Sharing (CORS) and set Finesse host URLs to load the Live Data gadgets.
For more information on CORS CLIs, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-
contact-center-enterprise/products-installation-guides-list.html.
For Live data gadgets to load in Cisco Finesse, be sure to install CUIC 11.6(1) ES18 or later on Live Data (Standalone) server.
SocialMiner: SocialMiner must be at the same version as the Peripheral Gateway. There is no forward or backward compatibility. However, this is not applicable for minor releases such as 11.6(2), which means Social Miner 11.6(1) is compatibile with Pheripheral Gateway 11.6(2).
Remote Silent Monitor: Remote Silent Monitor (RSM) is not supported in Unified CCE release 11.6(x).
ECE: Enterprise Chat and Email (ECE) is supported. Cisco Email Interaction Manager and Web Interaction Manager are no longer supported. To install ECE, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.
CCMP: Before you upgrade CCMP to 12.5(1), install UCCE 11.6(1) ES 7. 
MediaSense: Starting with version UC 11.0(x), MediaSense connects to Finesse resulting in a compatibility dependency among MediaSense, Unified Communications Manager, and Finesse. For MediaSense compatibility information, see the
Cisco MediaSense Compatibilty Matrix at  https://www.cisco.com/c/en/us/support/customer-collaboration/mediasense/products-device-support-tables-list.html.
For more information on upgrade paths, see the Unified CCE Contact Center Upgrade Flowcharts in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.
 

Cisco Gateway Hardware and Software (top)

Hardware Model Software Version Software Gateway Functionality MediaSense,

Feature Set Packaged CCE,

VXML Gateway
Call Progress and Cisco HCS
Browser Analysis for Contact Center

Outbound Option Support

for SIP Trunks
(CUBE)

AS5350XM with 15.0(1)M1.2 IPPLUS IP Yes No No

AS5X-FC High Density 15.1(4)M7 Enterprise
Voice Cards Plus
IPSec 3DES
AS5400XM with
AS5X-FC High Density
Voice Cards

ASR 1000 IOS XE 3.10 Universal No Yes Yes

ASR 1001 IOS XE 3.13
ASR 1002X IOS XE 3.16
ASR 1004 with RP2 IOS XE 16.3.3
ASR 1006 with RP2 IOS XE 16.6
IOS XE 16.9
IOS XE 16.12

CSR 1000v IOS XE 16.3.3 Universal No No Yes

IOS XE 16.6
IOS XE 16.9
IOS XE 16.12

ISR G2 29xx, 39xx, 39xxE 15.1(4)M7 Universal Yes No No

15.2(4)M4 Universal Yes No Yes
15.3(3)M3
15.4(3)M2
15.5(2)T1 Universal Yes Yes Yes
15.5(3)M1
15.6(1)T0a
15.6(3)M1
15.7(3)M1
ISR G3 43xx (4321,4331,4351) IOS XE 3.13 Universal No Yes Yes
ISR G3 44xx (4431,4451) IOS XE 3.16
IOS XE 16.3.3
IOS XE 16.6
IOS XE 16.9
IOS XE 16.12
Additional Notes:
All Gateways in the above table support inbound contact center calls and Call Progress Analysis (CPA) for Outbound Option with TDM Trunks.
For Video Contact Center, IOS 15.3(3)M3 or later version in the same train is required.
For IPv6-enabled deployments, the supported IOS versions for NAT64 translations are 15.4(2)T3 and later releases.
Multi-VRF requires IOS XE 16.3.4 to support Hosted Collaboration Solution for Contact Center.
Unified CVP supports the listed IOS release trains and their later M or T trains respectively. For example, gateways supporting 15.1(4)M3 will also support 15.1(4)M4 and 15.1(4)M7, but not 15.1(4)M1 and 15.1(4)M2.
Unified CVP supports SHA-256.
IOS Versioning Key, using 15.1(4)M3 and 15.1(4)T1 as examples:
15.1 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.
 

Cisco Unified SIP Proxy (top)

Supported Versions: Cisco Unified SIP Proxy (CUSP) 9.0(x), 9.1(x), 10.0(x), 10.1(x), and 10.2(x).
 
Notes:
Unified CCE solution supports CUSP 10.0(x), 10.1(x), and 10.2(x) only in non-secure mode.
 

Endpoints for Agents and Callers (top)

Endpoint Voice &

Video RSM
Unified CM BIB-based Agent Whisper
Finesse IP IPv6 SCCP IPv6 SIP Video
Packaged CCE MRA
Finesse Desktop (UCCE Only) Silent
Recording Greeting Announcement Phone Agent (UCCE Only) Prompt/Queue
Cisco HCS

Monitor when used as Contact Center

Caller Endpoint Support

6921, 6941, 6945, 6961 Yes No Yes Yes Yes Yes Yes No Yes Yes Yes Yes No

7821, 7841, 7861 Yes No Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes

Audio only

7925G, 7925G-EX Yes No Yes No No No No No No N/A No No No

7942G, 7945G, 7962G, 7965G, 7975G Yes No Yes Yes Yes Yes Yes No Yes No Yes Yes No

8811, 8821, 8841, 8851, 8851NR, 8861 Yes No Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes

Audio only

8845, 8865 Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Audio only

8941, 8945 Yes Yes Yes Yes Yes Yes Yes No No No No Yes No

8961 Yes Yes Yes Yes Yes Yes Yes No No Yes No Yes No

9951, 9971 Yes Yes Yes Yes Yes Yes Yes No No Yes No Yes No

C40, C60, C90 Telepresence Yes Yes No No No No No No No Yes Yes Yes No

Cisco IP Communicator 8.6(4) and later Yes No Yes Yes Yes Yes Yes Yes No No Yes Yes No

EX60, EX90 Yes Yes No No No No No No No Yes Yes Yes No

Jabber for Mac Yes Yes Voice only Voice only Yes No Yes No No No Yes Yes Yes
Jabber for VDI Yes No No No No No No No No No No No Yes

Jabber for Windows Yes Yes Voice-only Voice-only Yes Yes Yes No No No Yes Yes Yes
Webex for Mac OS/Windows Yes Yes No Yes Yes No Yes No No Yes Yes Yes Yes

MX300 G2, MX700, MX800 Telepresence Yes Yes No No No No No No No Yes Yes Yes No

SX10, SX20, SX80 Telepresence Yes Yes No No No No No No No Yes Yes Yes No

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Notes:
Declaración
General: deCisco
Only the privacidad | Cambiar
IP Phones listed in configuración
the above table are supported as contact center agent phones. As an alternative, you can deploy the Mobile Agent solution to enable the contact center to use any phone as an agent phone.
General: The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features are not supported, and must be disabled on phones that come packaged with these features and local CTI ports (LCP) for Mobile Agent.
ACD and non-ACD lines:
For any phone that allows Single Line Mode, you can use Shared Line on a non-ACD line. You must have your PG in Single Line Mode (set the Agent Phone Line Control setting to Single Line).
Other than call initiation, all other call control on the non-ACD extensions is supported from multiline capable desktops. Calls initiated from the hard phone can be controlled after initial call setup.
78xx: If Cisco Finesse IPPA agents use 78xx series phone, you must either disable the Cisco Finesse IPPA Inactivity Timeout feature or increase the timeout in the range of 120 seconds to one day (86400 seconds), so that the agent does not get logged out of Cisco Finesse IPPA even if the agent is on any other screen.
8811: 8811 requires cmterm-devicepack10.5.1.11012.cop.sgn or later applied to CUCM.
8821: Update the firmware to 11.0.3ES1.1 or higher.
88xx phones are supported only with desktop controls in Standard Line mode. If both desktop and device controls are required, Enhanced Line mode must be used.
89xx and 99xx: 89xx and 99xx series phones do not support video prompt and queue.
89xx, 99xx, and DX phones: These phones do not support directly disabling the Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features. Instead, you must configure the Unified CM PG to use Multi-Line only. This setting applies to all phones controlled by that specific Unified PG. You cannot configure it on an phone-by-phone basis. Also, configure all phones with Set Maximum number of calls to 2 and Set Busy trigger to 1.
Cisco IP Communicator: Cisco IP Communicator does not support CAD IP Phone or mobile agents.
EX60 and EX90: EX60 and EX90 are only supported in Remote Expert (RE) deployments.
Webex:
   

For minimum supported versions of CUCM and Expressway (for MRA deployments) to support Webex, see the Supported Unified CM Releases and the Supported Expressway Releases tables at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_011.html
Jabber:
   

Agent Greeting support for Jabber requires minimum Cisco Jabber version 12.9.
MRA support for Jabber requires minimum Cisco Jabber version 12.5 and Expressway 12.5. If you have VPN split-tunneling configured, you can use Jabber with MRA and the Finesse desktop on the 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 Cisco AnyConnect Mobility Client split-tunneling configuration.
If VPN split-tunneling is not available, use one of the following options for the remote agents:
A remote agent who runs Jabber with MRA on one client machine and the Finesse desktop with 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 runs the Finesse desktop as a Xenapp thin client on the same laptop.
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 at https://www.cisco.com/c/en/us/support/unified-communications/jabber-windows/products-installation-guides-list.html
Agent Greeting: 
The phones support the BIB feature, and must be configured as BIB enabled in the Unified Communications Manager.
The phones must be running the latest firmware version delivered with Unified Communications Manager.
End of life and end of maintenance for phone models:
Hardware and software issues will not be addressed for the following phone models. For further details, see the Cisco Unified Contact Center Enterprise Design Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.
6921, 6941, 6945, 6961
7925G, 7925G-EX
8941, 8945
8961
9951, 9971
DX650
EX60, EX90
Finesse IP Phone Agent: While initiating a consult call to a route point or to another agent, only the Transfer button appears on the agent's phone. The agent can still use the Finesse desktop to transfer or conference the consult call.

Endpoints Supported for Callers Only (t

Callers outside of the enterprise's network can use the following endpoints:
Jabber for iOS
Jabber for Android

SSO Identity Providers (top)

Unified CCE supports SAML 2.0. Therefore, Unified CCE supports all SAML 2.0 compliant IdPs.
Refer to the respective IdP documentation for information about how to implement the IdP for Unified CCE.
The following is the list of SAML 2.0 compliant IdPs that are tested with this Unified CCE release:

Microsoft AD FS (Active Directory Federation Services) 2.0, 2.1, and 3.0

PingFederate 8.2.2.0

OpenAM 10.0.1

Shiboleth 3.3.0

F5 13.0

Additional Information:
CCMP 11.6(1) and ECE 11.6(1) only support Microsoft AD FS 2012 R2 with WS-Federation via JSON Web Token (JWT). Cisco Unified CCE solutions using SSO with CCMP or ECE must use Microsoft AD FS 2012 R2 as primary IdP for Cisco IdS, CCMP, and ECE. However, user authentication access to UCCE, CCMP, and ECE can be provided by one of the above IdPs via Federated Trust with Microsoft AD FS. Federated Trust is supported per Microsoft AD FS and
third party IdP documentation and support.
Windows authentication with ADFS via Kerberos is supported for single-domain authentication (non-federated environments).
Windows authentication with ADFS is not supported on HCS for CC.
For ECE:
For agent based users, the compatibility is the same as Cisco IDS.
Supervisors outside Finesse support any SAML 2.0 complaint IDP.

Supported Third-Party Software (top)

Function Software

Remote Administration For Remote Desktop usage information, see the Remote Administration section in the Security Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

Antivirus Software McAfee Virus Scan Enterprise 8.8 Patch 9

Symantec Endpoint Protection 14
Trend Micro Deep Security 10.1
Note: Ensure that you follow the antivirus guidelines specified in the Antivirus Guidelines section in Security Guide for Cisco Unified ICM/Contact Center Enterprise, at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

Unified Intelligence Center reporting Microsoft Excel Versions 2007 and 2010: used for exporting reports.

Virtualization For more information about virtualization for all Unified CCE components, go to Unified Communications in a Virtualized Environment wiki page.
Notes:
Microsoft Windows Server 2012 R2 (Standard and Datacenter editions), which is supported from Unified CCE 11.0(1) onward, comes with pre-installed .NET version 4.5.1. Unified CCE Administration client installs .NET version 4.0 on Windows 7 and .NET version 4.5.1 on Windows 8.1 system. UCCE 11.6(x) supports .NET version 4.5.2 because .NET 4.5.1 is no longer supported by Microsoft.
Do not upgrade third-party software bundled with Unified CCE unless otherwise noted. For more information, see Cisco Customer Contact Software Policy for Use of Third-Party Software.
Upgrading Apache Tomcat on Unified CCE servers is not universally supported. Follow our documentation if you need to upgrade Apache Tomcat.
 

Microsoft .Net Framework (top)

Unified CCE Release 11.6(1) upgrades .NET Framework to Version 4.5.2.

Unified CCE Release 11.6(2) upgrades .NET Framework to Version 4.7.2.

Client Operating Systems (top)

Finesse Call Studio Administration Silent Monitor Service CTI OS Clients

Microsoft Windows 10
Microsoft  Windows 7 (Enterprise,
Professional, Ultimate)
Mac OS X (10.10, 10.11)
MicrosoftWindows 10 (64-bit)
Microsoft Windows 8.1 (64-bit)
Microsoft Windows 7 (64-bit
Enterprise, Professional,
Ultimate)
Client for Unified CCE Toolkit
MicrosoftWindows Server 2012 R2 Microsoft Windows 7 (Enterprise, Microsoft Windows 7 (Enterprise,
Microsoft Windows 10 Professional, Ultimate) Professional, Ultimate)
Microsoft Windows 8.1 (Enterprise, Applies to ICM and System PG only
Professional)
Microsoft Windows 7 SP1 (Enterprise,
Professional, Ultimate)

Notes:
CTI OS is only supported for Unified ICM when used in conjunction with Avaya PG, Aspect PG, AACC (Symposium) PG, or non-reference design deployments like Parent-Child that employ Unified CCE System PG. The supported CTI OS version is aligned with the supported PG version. The supported CTI OS desktop versions are 11.6(x), 11.5(x), and 11.0(x).
CTI OS and CAD were deprecated in Unified CCE release 11.0. New and existing deployments upgrading to Unified CCE release 11.6 must use Finesse desktop instead of CTI OS and CAD.
CTI OS Silent Monitoring Service is a Unified CCE-specific feature and does not work with other TDM PGs like Avaya, AACC, or Aspect. CTI OS is not supported for UCM/UCCE PGs starting with Unified CCE release 11.5(1).
 

Server Operating Systems (top)

UCCE, ICM, System PG Enterprise Chat and Email Unified CVP Unified CCMP Silent Monitor Server CTI OS Server
(ECE) (Standalone)
Microsoft Windows 2012 R2 Standard and Datacenter editions Microsoft Windows 2012 R2 Standard and Datacenter editions Microsoft Windows 2012 R2 Standard and Datacenter editions Microsoft Windows 2012 R2 Standard and Datacenter editions Microsoft Windows 2012 R2 Standard and Datacenter editions Microsoft Windows 2012 R2 Standard and Datacenter editions
Microsoft SQL Server 2014 SP2 (or any later CU or SP) ECE 400 agent deployment: Microsoft SQL Server 2014 Standard Edition is supported. Microsoft SQL Server 2014 SP2 (or any later CU or SP)
ECE 1500 agent deployment: Microsoft SQL Server 2014 Standard, Business Intelligence and Enterprise editions are supported.
Notes:
Unified CCE 11.6 solution and its components are supported on Microsoft Windows Server 2012 R2 Standard and Datacenter editions.
Unified CCE 11.6 does not support EIM-WIM. For 11.5, 11.6, and later Unified CCE releases, use Enterprise Chat and Email (ECE) instead.

Java Runtime Environment (top)

Unified CCE Release 11.6(x) supports the following Java Runtime Environment (JRE) versions.
Unified CCE 11.6(x) support JRE 1.8 (32 bit), Update 191 or later updates of version 1.8
Enterprise Chat and Email support JRE 1.8 (32 bit), Update 121 or later updates of version 1.8.
Unified CVP supports JRE 1.7 (64 bit).
For Unified CCMP, JRE version 1.8 (64 bit) is supported and latest update of JRE 1.8(64 bit) supported.
All other solution components support Java 1.7 (32-bit).
For instructions on applying newer Java security updates, see the Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.6(1) at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

Supported Browsers (top)

When registering components with Context Service in Unified CCE Administration, Finesse Administration Console, and Unified CVP Operations Console, use a supported version of Internet Explorer, Chrome, or Firefox.
Internet Explorer 11. Internet Explorer 11 does not support Live Data reports on Windows-7 32-bit operating system.
Chrome 48 and later. Chrome does not support access to Datasource, Report Definition, Security, User Management, and OAMP.
Firefox 45 Extended Supported Release (ESR) and later ESRs.
Browser Compatibility Exceptions
Internet Explorer Metro Mode and Compatibility View are not supported.
CCE Administration Client (AW) Setup tool does not support Firefox and Chrome.
Cisco Virtualized Voice Browser (VVB) supports IE 11 in Compatibility View.
In CUIC Release 11.6, switch to Compatibility View in Internet Explorer 11 to access Datasource, Report Definition, Security, User Management, and OAMP. 
Agent’s data will not be populated in the MediaSense Search and Play gadget because the MediaSense AgentInfo gadget is not supported in IE11's compatibility view.
 

Microsoft System Software Requirements (top)

Microsoft System Software Requirements

Microsoft Windows Server 2012 R2 Standard and Datacenter editions Unified ICM/CCE is qualified to only work on a retail installation of the Microsoft Windows Server 2012 R2, Standard  and Datacenter editions. Cisco does not support Unified ICM/CCE on a customized Microsoft Windows image (for example, a corporate image). If you use a customized image of the Microsoft Windows operating system, the Unified ICM/CCE application can fail.

Microsoft Windows Active Directory Cisco Unified CCE and Unified ICM supports Microsoft Windows Active Directory on Windows Server 2003, 2008, 2012, and 2016.
Active Directory 2016 is supported with Windows Server 2012 R2 as the maximum domain functional level.

Microsoft SQL Server 2014 Standard Edition SP2 (and any later CUs or SPs)
CPU: Limited to lesser of 4 sockets or 16 cores
RAM: No operating system maximum
Enterprise Edition is required for databases larger than 750GB

Enterprise Edition SP2 (and any later CUs or SPs)

CPU: No operating system maximum
RAM: No operating system maximum

Notes:
Administration Client requires Microsoft Windows 7 (Professional, Enterprise and Ultimate), Microsoft Windows 8.1 (Professional and Enterprise), Windows 10, or Windows Server 2012 R2.
Internet Script Editor (ISE) requires Microsoft Windows 7 (Professional, Enterprise and Ultimate), Microsoft Windows 8.1 (Professional and Enterprise), or Microsoft Windows 10 (Professional, Enterprise, and Enterprise LTSB.
On the Microsoft Windows 7 based administration client systems, install Microsoft Windows Update KB3080079 to enable Remote Desktop connection over TLS v1.1 or 1.2 support.
Microsoft Edge browser is not supported.
Unified CCE and Packaged CCE running on Microsoft Windows Server 2012 R2 require a patch: (https://support.microsoft.com/en-us/kb/2830145 Active Directory 2012 hotfix.)
 

Microsoft Windows and Microsoft SQL Server Localization Support (top)

The following table lists the supported localized versions of Microsoft Windows Server and SQL Server to use with Cisco Unified ICM and Unified Contact Center Enterprise components.

Microsoft Windows Server 2012 R2 Microsoft SQL Server 2014 SQL Collation Setting
Danish Latin1_General

Dutch

Finnish

French French
German German

Italian Italian

Norwegian

Portuguese (Brazil) Portuguese (Brazil)

Spanish Spanish

Swedish

Chinese (simplified) Chinese (simplified) Chinese_PRC

Chinese (traditional) Chinese (traditional) Chinese_Taiwan_Stroke

Japanese Japanese Japanese

Korean Korean Korean_Wansung

Polish Polish
Russian Cyrillic_General

Turkish Turkish
Notes:
In the above table, if a corresponding localized SQL Server 2014 in the Microsoft SQL Server 2014 column for a particular language in the Microsoft Windows Server 2012 R2 column is not shown, use the English SQL Server 2014 with the applicable setting in the SQL Collation Setting column.
Unified CCE supports multilingual versions of Microsoft Windows Server 2012 R2 (English Windows Server 2012 with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server 2012 R2, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at  http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html.
Use English SQL Server 2014 on multilingual versions of the Microsoft Windows Server 2012 R2 environment. These are examples of supported multilingual environments:
English Windows Server 2012 with Japanese Windows language pack installed, and English SQL Server 2014 with Japanese SQL Collation Setting.
English Windows Server 2012 with Russian Windows language pack installed, and English SQL Server 2014 with Cyrillic_General SQL Collation Setting.
 

Transport Layer Security (top)

Transport Layer Security (TLS) 1.0/1.1 is generally disabled by default with the option to re-enable if required.
The Unified CCE database access encrypts SQL user authentication using TLS even when the connection is not encrypted.

  Web Interfaces Database Access   Notes

11.6 Component TLS 1.0/1.1 TLS 1.2 TLS 1.0/1.1 TLS 1.2* Ability to
 
Reinstate 1.0/1.1

PCCE X ✔ X ✔ Config  

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  AW Distributor/HDS/Logger N/Aconfiguración
N/A X ✔ Config  

  Internet Script Editor X ✔ N/A N/A Config  

   CCE Admin X ✔ N/A N/A Config  
  Web Setup X ✔ N/A N/A Config  

  Diagnostic Portal X ✔ N/A N/A Config  

  Live Data X ✔ X ✔ Config  

  CTIOS C++ CIL X ✔ N/A N/A Config  

  SQL Gateway - DB Lookup N/A N/A X ✔ Config  

CVP X ✔ N/A N/A Config  

VVB X ✔ N/A N/A Config CLI  

IdS X ✔ N/A N/A    

Finesse X ✔ N/A N/A Config CLI  

CUIC X ✔ X ✔ Config CLI  

ECE X ✔ X ✔ Script  
Live Data X ✔ N/A N/A Config CLI  

MediaSense X ✔ N/A N/A X  

SocialMiner X ✔ N/A N/A X  

CCMP/CCDM X ✔ X ✔ Script  
RE Mobile X ✔ N/A N/A Script  

ACD ✔ X N/A N/A X  

RSM ✔ X N/A N/A X v11                        

UCManager X ✔ N/A N/A    

Note: *Also requires Microsoft SQL Server 2014 SP2, .NET 4.6+. Remote Desktop requires Windows 7 KB3080079 update.
 

Agent Desktop Supported Platforms (top)

CTI Option Platform

Windows 7
Windows 10 Mac OS X

(Professional, Enterprise, and Ultimate) (10.10 and 10.11)

Cisco Finesse Yes Yes Yes

 

Unified CCE Parent / Child Compatibility (top)

Release Parent PG 10.5(x) Parent PG 11.0(x) Parent PG 11.5(x) Parent PG 11.6(x)

Child PG 10.5(x) Yes Yes Yes Yes

Child PG 11.0(x) Yes Yes Yes Yes

Child PG 11.5(x) Yes Yes Yes Yes

Child PG 11.6(x) Yes Yes Yes Yes

 

Virtual Desktop Infrastructure Support (top)

Unified CCE, Packaged CCE, and HCS for CC solutions support third-party VDI infrastructures for Cisco Finesse and CUIC. Ensure that your third-party VDI infrastructure is supported by Cisco softphone
endpoints used on agent and supervisor VDI-based desktops.
Unified Communications Manager Silent Monitoring is the only silent monitoring type supported with VDI.
Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse. Tablets and mobile devices are not currently supported.
Verify that the bandwidth and deployment considerations of the solution meet the performance and timing requirements of CTI OS.
Cisco Unified Contact Center Enterprise Administration is not supported on virtual desktops.
Unified Intelligence Center is not validated on virtual desktops and is not currently supported, however if specific CUIC issues occur on virtual desktops and are reproducible in supported browsers (IE, Chrome, and Firefox), those issues will be addressed.
 

VMware ESXi Compatibility (top)

For information on the VMware ESXi versions compatible with Unified CCE solution components see Cisco Collaboration Virtulization at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.
Note:
ESXi 5.1 is supported only for backward compatibility while upgrading to Unified CCE 11.(x). After fully upgrading your Unified CCE solution, upgrade ESXi to a fully supported version.
 

Application Virtualization (top)

Cisco Client Version Citrix/XenApp Remote Desktop Services Platform

Finesse XenApp 7.x Microsoft Windows Server 2012 R2

 

ICM-to-ICM Gateway Compatibility (top)

ICM Client ICM Server

11.6 11.6

11.6 11.5

11.6 11.0
11.6 10.5

11.5 11.6

11.0 11.6

10.5 11.6
Note: This applies for NAM/CICM compatibility also.
 

Automatic Speech Recognition - Text to Speech (top)

Category Requirements

Nuance Software Cisco Virtualized Voice Browser (VVB) was tested for interoperability with the following Nuance components:
Nuance Recognizer 10.5 (NR10.5):
Voice Pack en-US for Vocalizer (Enterprise) 5.2.3.12283
Voice Pack en-US for Recognizer 10.0.2-10.2.0-15335
Nuance Recognizer 10.5.1.2015072919 x86_64 - Package revision 15210
Nuance Speech Server 6.5.1 - Package revision 15210
Vocalizer for Enterprise 6.2.1.2015060419
Nuance Recognizer 10 (NR10):
Voice Pack en-US for Vocalizer (Enterprise) 6.0.3
Voice Pack en-US for Recognizer 10.0.2-10.2.0.15335
Nuance Recognizer 10.2.7.2016030212 x86_64 Package revision 160622
Nuance Speech Server 6.2.8 - Package revision 15189
Vocalizer for Enterprise 6.0.2.2015082417
Note: Contact Nuance support for compatibility of later dot releases of Nuance components with Cisco VVB.

Operating System Use vendor-recommended operating system software.

Load Balancers (top)

These Cisco components support third-party load balancers in redirect mode and Cisco Application Control Engine (ACE) 4710 Appliance Series with Software version A4(2.0). Cisco ACE is for upgrades only, as explained in Cisco ACE 4710 Application Control Engine.
Unified CCE
Unified CVP
Unified Intelligence Center
Finesse
MediaSense
Enterprise Chat and Email
Remote Expert Mobile
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
See these documents for the interoperability notes and any known caveats of F5 Big-IP and Citrix NetScalar 1000v:
Using F5 BIG-IP® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.
Using Citrix NetScaler 1000v® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.
Note: For specific interfaces where you can use load balancers in your deployment, see the Cisco Design Guide for the UCCE component.
 

Cisco PGW Softswitch Support (top)

Category Requirements

Supported Hardware Hardware that supports PGW 9.8(1). See Cisco PGW 2200 Softswitch Hardware Installation Guide

Supported Software PGW 9.8(1) S9P9. See Cisco PGW 2200 Softswitch Release Notes

Restrictions PGW 2200 Softswitch Release 9.8(1) is qualified to be used with CVP using the SIP protocol.

Media Gateway used with Cisco PGW 2200 Softswitch

Hardware Options AS5350XM, AS5400XM

Software Options AS5350XM and AS5400XM - 15.1(1)T or later T releases
 

Third-Party ACD (top)

Aspect Call Center with CMI (top)

Switch Version CMI (Contact Server) ICM 11.6 Notes

v9.3 CMI v6.4 Yes CMI v6.4 is supported only on Win2k8.

 

Avaya (top)

Review the following Avaya support considerations:

Avaya name changes: Avaya changed names from DEFINITY to MultiVantage to Avaya Communications Manager (ACM) to Avaya Aura Communications Manager.
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 to communicate with Avaya products.
MAPD is not supported.
Support for third-party ACD clients, SDKs, and interfaces integrated with ICM stops when the third-party ACD manufacturer ends mainstream support.
Ten-digit Agent extension and Agent ID are supported from ICM 9.0(3) and later that have ACM 6.2 and later; AES 6.2 and later; and CMS R16 with RTA 6.0 pl: 13g.
 

Avaya CMS RTA Support Matrix (top)

RTA Version ICM 11.6

6.0(x) Yes

6.0 Extended No
 

Avaya Communications Manager Support Matrix (top)

ACD Version ICM 11.6

ACM 6.3(x) to 8.1(x) Yes

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

AES Server and CVLAN/TSAPI Client Support Matrix (top)

AES Server CVLAN Client Supported TSAPI Client Supported ICM 11.6
6.3(x) to 8.1(x) Yes Yes Yes
Notes:
ICM/Packaged CCE 11.6 support all CVLAN Client and TSAPI Client versions currently supported by Avaya.
To enable Avaya 8.1(x) AES Server support, install ES 30 for 11.6(2).

Avaya/Nortel (top)

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 to icm-nortelpg-sdk@cisco.com:
Customer name
Maintenance contract number
ICM version
PG version
Number of PGs
 

Avaya Aura Contact Center (top)

AACC Version ICM 11.6

6.0 Yes

6.4  Yes
Note: The Automated Administrator for Symposium (AAS) feature is not supported with AACC 6.4.
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Nortel SDK (top)
 ACD Version ICM 11.6 Notes
Nortel SDK 5.0 (with SCCS 5.0 and NCCM 6.0) No As of September 2008, Nortel does not provide support for SCCS 5.0.

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

Notes:
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 Avaya Aura Contact Center (AACC).
 

CTI Support for ACD Types (top)

ACD Vendor ACD Model CTI Server Protocol Support CTI OS Support

Aspect Contact Server Yes Yes

Avaya Avaya Communication Manager driven by Avaya S8300, S8400, S85xx, S87xx, and S88xx Servers Yes Yes

Cisco IPCC Yes Yes

Avaya AACC Yes Yes

 

Remote Expert Mobile (top)

For more information on Cisco Remote Expert Mobile, see the Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile.

Apple iOS Device Support for REM (top)

 Devices Models

iPad iPad Air, iPad Air 2, iPad 2, iPad 3rd Generation, iPad 4th Generation
iPad iPad Mini, iPad Mini with Retina Display, iPad Mini 3, iPad Mini 4 
Mini
iPhone iPhone 4S, iPhone 5, iPhone 5C, iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 7, iPhone 7
Plus, iPhone 8, iPhone 8 Plus,  iPhone X

iPod iPod Touch 5th Generation

Touch
Additional Notes:
Devices must be running iOS 7 or later.

Android Device Support for REM (top)

Android Vendors Models

Samsung Galaxy S4, S4 Mini, S5, S5 Mini, S6, S7

Galaxy Note III (or newer)
Galaxy Tab S, Tab 4 (8.4" and 10.1")

Google Nexus 5, 6, 7, 9, and 10, Pixel, Pixel XL

LG G2, Optimus G3

Motorola Moto G

HTC One M7, M8, One Max

HP Slate 7, 8, and 10
Additional Notes:
Devices must be running Android version 4.1.2 or later (Jellybean, KitKat, Lollipop, Marshmallow, Nougat).
Not all devices have been tested, but the above are known to work.
The quality of sent and received video may be poorer on low-specification Android devices. This is especially true if the device is trying to send and receive full HD video. In such a scenario the device can become overloaded.
 

Jabber System Requirements for REM Agents (top)

System Requirement Jabber for Windows and Finesse Agent Desktop Jabber for Mac and Finesse Agent Desktop

Operating System Microsoft Windows 7 SP1 or later: 32 and 64 bit Apple OS X Mountain Lion 10.8.1 or later
Microsoft Windows 8.x: 32 and 64 bit Apple OS X Mavericks 10.9 or later
Windows 10: 32-bit and 64-bit Apple OS X Yosemite 10.10 or later

Installed RAM 4 GB 4GB

Free physical memory 2 GB 2 GB

Free disk space 1 GB 1 GB

CPU speed and type 4th Generation Intel Core i3 or later 1.6-GHz dual-core Intel Core i5 or later on the following hardware:
Mac Pro
MacBook Pro (including Retina Display models)
MacBook
MacBook Air
iMac
Mac mini

GPU DirectX 11 on Microsoft Windows 7 N/A

I/O ports USB 2.0 for USB camera and audio devices USB 2.0 for USB camera and audio devices
Screen resolution For Finesse clients, the minimum supported screen resolution is 1024x768. For Finesse clients, the minimum supported screen resolution is 1024x768.
 

Browser Support for REM Customers (top)

Browser Supported Version Verified Against Plug-in Required Platform / Operating System

Google Chrome 48+ 62 No Windows

OSX
Linux
Chromebook

Mozilla Firefox 45+ ESR 57 No Windows

OSX
Linux

Microsoft Internet Explorer 11 11 Yes Windows

Apple Safari 8+ 10.1.2, 11.0 Yes OSX

Microsoft Edge 20.10240+ 38, 40 No Windows 10 Co-browsing only support from 20.10240 (EdgeHTML 12.10240).
Voice and Video support from 40.15063 (EdgeHTML 15.15063).

Opera 28+ 46 No Windows

OSX
Linux

Note:
Apple Safari 11 or later versions are supported on Remote Expert Mobile, Release 11.6(1) for WebRTC Video and Audio calls.. It does not require a plug-in.
To support Chrome v72+, REM 11.6(1) ES15 must be installed.

Mobile Browser Support for REM Customers (top)

Browser Supported Version Verified Against Plug-in Required Platform / Operating System

Google Chrome 48+ 62 No  Android co-browsing only

Apple Safari 8+ 10.1.2, 11.0 No iOS co-browsing only

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