Contact Center Enterprise Solution Compatibility Matrix, Release 12.6(x)

Contact Center Enterprise Solution Compatibility Matrix, Release 12.6(x)

First Published: 2021-05-14

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Last Updated: 2024-04-17

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Contents

Overview.. 4

Central Controller and Component Compatibility. 5

Cisco Gateway Hardware and Software. 10

IOS Versioning Key 16.1(4) M3 and 16.1(4) T1 as Examples. 12

IOS-XE Versioning Key 16.12.1a and 16.12.3 as Examples. 12

Cisco Unified SIP Proxy (Deprecated). 13

Third-party SIP Proxy. 13

End Points for Agents and Callers. 13

Endpoints Supported for Callers Only. 15

Single Sign On (SSO) Identity Providers (IdPs). 16

Transport Layer Security. 16

Client Operating System.. 18

Supported Browsers. 19

Server Operating System.. 20

SQL Server and Informix Versions. 21

Microsoft Windows and Microsoft SQL Server Localization Support. 22

OpenJDK and JRE. 23

Supported Languages. 24

Microsoft .NET Framework. 26

Other Supported Software. 26

Virtual Desktop Infrastructure Support. 27

VMWare ESXI Compatibility. 27

Automatic Speech Recognition and Text to Speech. 28

Load Balancers. 29

Non-Reference Design Compatibility. 30

Unified CCE Parent Child Compatibility. 30

ICM-to-ICM Gateway Compatibility. 30

Third Party ACDs. 31

Avaya. 31

Legal Information (software documentation only). 34

Cisco Trademark (all documentation). 35

Cisco Copyright (all documentation). 35

 

 

Overview

The Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all the Cisco CCE solutions and component compatibility information. This compatibility matrix specifies all supported configurations and versions for Release 12.6(x). The information in this compatibility matrix supersedes compatibility information in any other CCE documentation. If the Compatibility Matrix does not state a configuration or version, then it does not support it.

Note

■        Make sure that your Router, Logger, and AW are in the same version as your PG or in a version that is higher than your PG.

■        The Compatibility Matrix specifies all supported third-party software (such as Nuance and Informix) 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.

■        Packaged CCE: In Release 12.6(x), the multistage upgrade support is backward compatible with Release 12.0 only. For all releases prior to 12.0, all components must be on the same release.

Exception: Cisco Unified CM (CUCM) can continue to be on an earlier compatible release for an off-box solution deployment.

■        Support for a CUCM release is inclusive of all updates.

■        For details on the browsers and the languages that are supported by Cisco Webex Experience Management, see Experience Management.

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

■        IP IVR 12.5(1), IP IVR 12.5(1) SU1 and IP IVR 12.5(1) SU2 are compatible with CCE 12.6(x).

■        Live Data 12.6(2) requires CUIC to be on the version 12.6(2) and beyond

 

Central Controller and Component Compatibility

 

 

 

 

 

 

Notes

■        Unified CCE and Packaged CCE compatibility with CUCM:  

—      CUCM, releases 11.5, 12.0, 12.5 and 14 are supported with Unified CCE and Packaged CCE, Release 12.6. 

—      CUCM 15 is supported with Unified CCE, Release 12.6(1) and 12.6(2). CUCM 15 is supported with Packaged CCE Release 12.6(2) if CCE 12.6(2) ES 27 is installed. 

■        Cisco Unified Contact Center Management Portal (CCMP) compatibility with CUCM:  

—      CUCM 11.5, 12.0, 12.5 and 14 are supported with CCMP, Release 12.6.  

—      CUCM 15 is supported with CCMP, Release 12.6 if CCMP 12.6(1) ES 12 is installed. 

■        CCE 12.6 supports the latest versions of Cisco Smart Software Manager (CSSM) On-Prem 8.x.

■        In Live Data (standalone) 11.6 and 12.0 deployments, when CUIC and Cisco Finesse components are in version 12.6, 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.

■        SSO Deployments upgrading to 12.6(2) should ensure that Reverse Proxy Installer (for VPN-Less deployments) 12.6(2) ES02 or later, followed by IdS 12.6(2) ES02 or later, is installed before upgrading any of the components like Cisco Finesse/CUIC to 12.6.(2)

■        For 2000 Agent Coresident Deployment model, CUIC, LD, and Unified CCE (Router, Logger, and AW) should be upgraded in the same maintenance window.

■        For SSO clients, Cisco IDS needs to be on version 12.6(2) as there is no forward compatibility with Cisco IDS version 12.6(1) and 12.6(2) clients.

■        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 Unified CCE and Packaged CCE, Release 11.6, the last date of support is 30 September, 2023. The Unified CCE and Packaged CCE, Release 12.6(1) compatibility with Release 11.6 will be removed from 30 September, 2023. For more information about end of life milestones, see End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6.

■        To find a comprehensive list of the guides available for a specific release, see the Documentation Guides.

Cisco Gateway Hardware and Software

 

 

 

 

 

Notes

■        Virtual CUBE (vCUBE) can run either on Cisco Cloud Services Router (CSR) 1000V (if you use IOS XE 16.9, 16.12, or 17.2) or Cisco Catalyst 8000V Edge Software (if you use IOS XE 17.4 or 17.6).

■        For the 17.9 release, it is recommended to use version 17.9(5a) or higher version.

■        All gateways in the preceding table support inbound contact center calls. For details on support for Call Progress Analysis (CPA) for Outbound Option with TDM Trunks, see the Cisco ASR 1000 Series documentation at https://www.cisco.com/c/en/us/support/routers/asr-1000-series-aggregation-services-routers/products-documentation-roadmaps-list.html

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

■        The Virtual Assistant–Voice (VAV) feature is supported only on Unified CVP and Cisco VVB. It is not supported with the VXML Gateway.

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 so on.

Cisco Unified SIP Proxy (Deprecated)

Supported Versions: Unified CCE and Packaged CCE solutions support Cisco Unified SIP Proxy (CUSP) 10.1(x) and 10.2(x) only in non-secure mode.

Notes: CUSP is deprecated. For more information, see End-of-Sale and End-of-Life Announcement for the Cisco Unified SIP Proxy Version 10.

Third-party SIP Proxy

Cisco recommends Oracle® Communication Session Router, version SCZ9.1.0 GA (Build 46) or later. However, you can also choose to deploy any third-party SIP proxy that suits your requirement.

End Points for Agents and Callers

 

Notes

■        The phone models that are end-of-sale and end-of-software-maintenance will continue to work with Contact Center Enterprise solutions. The phone models that are end-of-support are still compatible with Contact Center Enterprise solutions, but they are neither tested nor supported by Cisco.

—      For end-of-life and end-of-sale announcements, see https://www.cisco.com/c/en/us/products/eos-eol-listing.html.

—      For information on a specific endpoint, see the product page of the endpoint.

■        General: Only the Cisco IP Phones listed in the preceding 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 aren’t supported, 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. You must 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 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 doesn’t get logged out of Cisco Finesse IPPA even if the agent is on any other screen.

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

■        Webex:

—      Point-to-Point calls are supported if the lines are registered with CUCM or via SIP URI.

—      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 isn’t available, use one of the following options for the remote agents:

o    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.

o    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 isn’t 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.

■        The phone models that are on end-of-life plan and have reached the end of maintenance for CUCM Release 14 will no longer register. For more information on the end-of-life phones, see the Field Notices at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-field-notices-list.html.

Endpoints Supported for Callers Only

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

■        Jabber for iOS

■        Jabber for Android

Single Sign On (SSO) Identity Providers (IdPs)

The following AD FS versions are supported with this Unified CCE release:

■        AD FS 5.0: Windows Server 2019

■        AD FS 4.0: Windows Server 2016

■        AD FS 3.0: Windows Server 2012 R2

Besides the AD FS versions listed above, Unified CCE supports all SAML 2.0 compliant IdPs.

See the documentation of your IdP for details on configuring the IdP in CCE.

Notes

■        Unified CCMP, Release 12.6 support Microsoft AD FS 2012 R2 and 2016 with WS-Federation via JSON Web Token (JWT).

However, user authentication access for Unified CCMP can be provided by one of the supported IdPs via Federated Trust with Microsoft AD FS. Federated Trust is supported per Microsoft AD FS and third-party IdP documentation and support.

■        Kerberos is supported for single-domain authentication (non-federated environments).

■        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 Security

The Unified CCE database access encrypts SQL user authentication using TLS, but the data connection isn’t encrypted.

Client Operating System

 

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.

■        CTI OS and CAD are not supported from Unified CCE, Release 11.5(x). New and existing deployments upgrading 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 release 11.5(1).

Supported Browsers

 

Note: Unified CCE Administration Client supports only Microsoft Chromium Edge browser.

Server Operating System

 

 

Notes

■        Unified ICM/CCE is qualified only on a retail installation of the Microsoft Windows Server (Standard and Datacenter editions). Cisco doesn't 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.

■        ECE 12.6 is supported only on Windows Server 2019 (Standard and Datacenter). For Windows Server 2016 support across the deployment, continue to use ECE 12.5 with CCE 12.6.

SQL Server and Informix Versions

 

Note: For CCE components, the combination of Windows Server 2016 with SQL Server 2019, or Windows Server 2019 with SQL Server 2017 is not supported.

Microsoft Windows and Microsoft SQL Server Localization Support

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

 

 

Notes

■        In the above table, if a corresponding localized SQL Server in the Microsoft SQL Server column for a particular language in the Microsoft Windows Server column is not shown, use the English SQL Server with the applicable setting in the SQL Collation Setting column.

■        Unified CCE supports multilingual versions of Microsoft Windows Server (English Windows Server with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server, see the http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html.

■        Use English SQL Server on multilingual versions of the Microsoft Windows Server environment. These are examples of supported multilingual environments:

—      English Windows Server with Japanese Windows language pack installed, and English SQL Server with Japanese SQL Collation Setting.

—      English Windows Server with Russian Windows language pack installed, and English SQL Server with Cyrillic_General SQL Collation Setting.

OpenJDK and JRE

Note: OpenLogic is the only supported and certified OpenJDK JRE vendor for ICM Core, Unified CCE, and Unified CVP applications.

Table 1. Supported OpenLogic's OpenJDK JRE Versions

 

For instructions on applying newer Java security updates, see the Security Guide for Cisco Unified ICM/Contact Center Enterprise guide.

Supported Languages

 

Microsoft .NET Framework

■        Microsoft Windows Server 2016 (Standard and Datacenter editions) comes with pre-installed .NET version 4.6.2.

■        Microsoft Windows Server 2019 (Standard and Datacenter editions) comes with pre-installed .NET version 4.7.2.

■        Unified CCE, Administration Client, and CTI OS Client installs .NET version 4.8.

Other Supported Software

Virtual Desktop Infrastructure Support

■        Unified CCE and Packaged CCE 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 aren’t currently supported.

■        Verify that the bandwidth and deployment considerations of the solution meet the performance and timing requirements.

■        Cisco Unified Contact Center Enterprise Administration isn’t supported on virtual desktops.

VMWare ESXI Compatibility

For information on the VMware ESXi versions compatible with Unified CCE solution components see Cisco Collaboration Virtualization at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.

Automatic Speech Recognition and Text to Speech

Load Balancers

Note: SSO access to the Unified Contact Center Enterprise web applications through the load balancer is not qualified.

These 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

■        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:

■        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

Note: For specific interfaces where you can use load balancers in your deployment, see the Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.

Non-Reference Design Compatibility

Unified CCE Parent Child Compatibility

 

ICM-to-ICM Gateway Compatibility

 

Packaged CCE 12.6 supports ICM-to-ICM Gateway in 4000 and 12000 Agent deployments only.

Third Party ACDs

Avaya

Avaya Considerations

■        Avaya changed names from DEFINITY to MultiVantage to Avaya Communications Manager (ACM) to Avaya Aura Communications Manager (AACM).

■        Packaged CCE 12.6 versions support Avaya Peripheral Gateways for AACM in the 4000 and 12000 Agent deployments only.

■        Real-Time Agent (RTA) 5.0.5 and 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 Call Management System (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, Unified CCE still uses this interface to communicate with Avaya products. Note that 12.6(1) is the last supported release in the 12.6 release train for the CVLAN interface.

■        Avaya Multi-Application Platform for DEFINITY (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 extensions and Agent IDs 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

Avaya Communications Manager (ACM) Support

Notes on Avaya Communications Manager Support

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

Notes on AES Server and CVLAN/TSAPI Client Support

ICM/Packaged CCE 12.6 supports all CVLAN Client and TSAPI Client versions currently supported by Avaya.

 

 

Note: Support for an ACM or AES version depends on the Avaya release cycles (patches and upgrades). For more details on supported versions, refer Avaya documentation. 12.6(1) is the last supported release in the 12.6 release train for the Unified ICM PG integration with Avaya Communications Manager using the ECS PIM / CVLAN interface PG. For more information, refer to the CVLAN to TSAPI Migration chapter in the Cisco Unified ICM ACD Supplement for Avaya Communication Manager, Release 12.6(1).

CTI Support for ACD Types

 

 

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