Contents 1 Cisco Packaged CCE Components 2 Cisco Gateway Hardware and Software 2.1 Cisco Unified SIP Proxy 3 Endpoints 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 Java Runtime Environment 5.2 Client Operating Systems 5.3 Server Operating Systems 5.4 Supported Browsers 5.5 Microsoft System Software Requirements 5.6 Microsoft Windows and Microsoft SQL Server Localization Support 5.7 Transport Layer Security 6 Agent Desktop Supported Platforms 7 Virtual Desktop Infrastructure Support 8 VMware ESXi Compatibility 9 Automatic Speech Recognition - Text to Speech 10 Load Balancer 11 Virtualization for Packaged CCE 12 Remote Expert Mobile 12.1 Apple iOS Device Support for REM 12.2 Android Device Support for REM 12.3 Jabber System Requirements for REM Agents 12.4 Browser Support for REM Customers

 

Cisco Packaged CCE Components (top)

Packaged CCE components must all be at the same version, with the exception of Unified Communications Manager (CUCM), Unified Customer Voice Portal (CVP), and Virtualized Voice Browser (VVB). This section lists the supported component versions.

Note: Packaged CCE 11.6(1) shares the same media kit as Unified CCE 11.6(1). A Packaged CCE 11.6(1) deployment uses only these components in the media kit:

Cisco Component	Major Release Version	Operating System
Unified Contact Center Enterprise (UCCE)	11.6(1) and later maintenance releases	Microsoft Windows
Unified Customer Voice Portal (CVP)	11.6(1) and later maintenance releases	Microsoft Windows
Unified Communications Manager (CUCM)	12.5(1) and later maintenance releases 12.0(1) and later maintenance releases 11.5(1) and later maintenance releases 11.0(1a) and later maintenance releases (off box) 10.5(1) and later maintenance releases (off box)	Linux-based Cisco Unified Communications Operating System
Unified Intelligence Center (CUIC)	11.6(1) and later maintenance releases	Linux-based Cisco Unified Communications Operating System
Finesse	11.6(1) and later maintenance releases	Linux-based Cisco Unified Communications Operating System
Virtualized Voice Browser (VVB)	11.6(1) and later maintenance releases 12.0(1) and later maintenance releases	Linux-based Cisco Unified Communications Operating System
MediaSense	11.5(1) and later maintenance releases	Linux-based Cisco Unified Communications Operating System
Optional: Remote Expert Mobile (REM)	11.6(1) and later maintenance releases	CentOS 7.2
Optional: SocialMiner	11.6(1) and later maintenance releases	Linux-based Cisco Unified Communications Operating System
Optional: Enterprise Chat and Email (ECE)	11.6(1) and later maintenance releases	Microsoft Windows

Notes:

• Finesse: New Packaged CCE 11.6(1) deployments must use Finesse. Existing deployments that are upgrading to Packaged CCE 11.6(1) must upgrade to Finesse. From Packaged CCE 11.5(1) going forward, CTI OS is no longer supported.
• CUCM: Support for a CUCM Release is inclusive of all updates.
• PG and CTI Server: The PG (Peripheral Gateway) and CTI (Computer Telephony Integration) server must be at the same major version as the Central Controller.
• PG and CTI Server: During an upgrade, a Central Controller running at 11.6(1) supports PGs running at 11.5(x), 11.0(x), and 10.5(x).
• PG and CTI Server: The PG must be at an equal or later maintenance release than the CTI server.
• CUIC and Finesse: For co-resident configurations, Cisco Unified Intelligence Center (CUIC) must be at the same version as Finesse and must be upgraded in the same maintenance window.
• 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.
• ECE: Cisco Email Interaction Manager and Web Interaction Manager are no longer supported. Enterprise Chat and Email is supported. To install ECE, see the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide.
• SocialMiner: SocialMiner must be at the same version as the PG. There is no forward or backward compatibility.
• 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.
• Remote Silent Monitor: Remote Silent Monitor (RSM) is not supported in Packaged CCE release 11.6(x).

Cisco Gateway Hardware and Software (top)

Hardware Model	Software Version	Software Feature Set	Gateway Functionality		MediaSense, Packaged CCE, and Cisco HCS Contact Center Support
			VXML Gateway Browser	Call Progress Analysis for Outbound Option for SIP Trunks (CUBE)
AS5350XM with AS5X-FC High Density Voice Cards AS5400XM with AS5X-FC High Density Voice Cards	15.0(1)M1.2 15.1(4)M7	IPPLUS IP Enterprise Plus IPSec 3DES	Yes	No	No
ASR 1000 ASR 1001 ASR 1002X ASR 1004 with RP2 ASR 1006 with RP2	IOS XE 3.10 IOS XE 3.13	Universal	No	No	Yes
	IOS XE 3.16 IOS XE 16.3.3  IOS XE 16.6 IOS XE 16.9 IOS XE 16.12	Universal	No	Yes	Yes
CSR 1000v	IOS XE 16.3.3 IOS XE 16.6 IOS XE 16.9 IOS XE 16.12	Universal	No	No	Yes
ISR G2 29xx, 39xx, 39xxE	15.1(4)M7	Universal	Yes	No	No
	15.2(4)M4 15.3(3)M3 15.4(3)M2	Universal	Yes	No	Yes
	15.5(2)T1 15.5(3)M1 15.6(1)T0a 15.6(2)T	Universal	Yes	Yes	Yes
ISR G3 43xx (4321,4331,4351) ISR G3 44xx (4431,4451)	IOS XE 3.13 IOS XE 3.16 IOS XE 16.3.3 IOS XE 16.6 IOS XE 16.9 IOS XE 16.12	Universal	No	Yes	Yes

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.

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.

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.

• Cisco Virtualized Voice Browser as a product does not reside inside the PCCE-side A/B servers. However, you can deploy VVP in a branch office (for example, on UCS-E on ISR-4K) or in a separate server in a centralized deployment.
• Unified CVP supports SHA-256.

 

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:

Packaged CCE solution supports CUSP 10.0(x), 10.1(x), and 10.2(x) only in non-secure mode.

Endpoints (top)

Packaged CCE supports all endpoints supported by Unified CCE with Built-in Bridge (BIB) and CTI-controlled features under Session Initiation Protocol (SIP) control.

For Packaged CCE deployments:

• Configure all voice and video endpoints as SIP endpoints.
• The Skinny Call Control Protocol (SCCP) is not supported.
• The multiline phone feature is supported.
• Cisco Agent Desktop is not supported.
• Only Finesse is supported.

Endpoint	Voice & Finesse Desktop	Video	RSM (UCCE Only)	Unified CM Silent Monitor	BIB-based Recording	Agent Greeting	Whisper Announcement	Finesse IP Phone Agent	IPv6 SCCP (UCCE Only)	IPv6 SIP	Video Prompt/Queue when used as Caller Endpoint	Packaged CCE Cisco HCS Contact Center Support	MRA
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	No	No	No	No	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
DX650, DX70, DX80 (for Android)	Yes	Yes	No	Yes	Yes	Yes	Yes	No	No	Yes	Yes	Yes	Yes Audio only
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	No
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 App for Mac OS/Windows	Yes	Yes	No	Yes	Yes	Yes	Yes	No	No	Yes	Yes	Yes	Yes
Webex App for VDI	Yes	Yes	No	Yes	Yes	Yes	Yes	Yes	No	No	No	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

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 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.
• 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.
• 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 in Enhanced Line mode.
• 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 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 latptop.
• 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
• MRA: Phones supporting Unified Communications Manager MRA (Mobile and Remote Access) are audio only.
• Agent Greeting: Agent Greeting requires:
  • The phones have the BIB feature.
  • The phones must be running the latest firmware version delivered with Unified Communications Manager.
  • The phones must be configured as BIB enabled in Unified Communications Manager.
• The following phone models are on end-of-life plan and have reached the end of maintenance:
  • 6921, 6941, 6945, 6961
• 7925G, 7925G-EX
• 8941, 8945
• 8961
• 9951, 9971
• DX650
• EX60, EX90
Hardware and software issues will no longer be repaired.
• See the Cisco Unified Contact Center Enterprise Design Guide for details, caveats, and features associated with each of these specific phone devices.
• 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

Callers outside of the enterprise's network can use the following endpoints as part of the Video Contact Center with Jabber Guest:

• Jabber for iOS
• Jabber for Android

Cisco Unified Communications Manager Mobile and Remote Access (top)

Review the following about Unified Communications Mobile and Remote Access (MRA):

• The connection from the Finesse client back to the Finesse server is over VPN, not over the MRA connection.
• Extension Mobility is not supported on DX series phone over MRA.

SSO Identity Providers (top)

Packaged CCE supports SAML 2.0. Therefore, Packaged 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 Packaged 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:

ECE 11.6(1) only support Microsoft AD FS 2012 R2 with WS-Federation via JSON Web Token (JWT). Cisco Packaged CCE solutions using SSO with ECE must use Microsoft AD FS 2012 R2 as primary IdP for Cisco IdS, and ECE. However, user authentication access to PCCE 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.

 

Supported Third-Party Software (top)

Function	Software
Antivirus Software	Packaged CCE supports all the third party antivirus software and scanners. Note: For more information, see the antivirus guideline in the Security Guide for Cisco Unified ICM/Contact Center Enterprise.
Unified Intelligence Center reporting	Microsoft Excel Versions 2007 and 2010: used for exporting reports

Notes:

• Unless explicitly mentioned, upgrading any third-party software that is bundled along with Packaged CCE is not supported.
• Upgrading Apache Tomcat on Packaged CCE servers is not universally supported. Follow our documentation if you need to upgrade Apache Tomcat.

For more information, see Cisco Customer Contact Software Policy for Use of Third-Party Software.

Java Runtime Environment (top)

Release 11.6(1) supports the following Java Runtime Environment (JRE) versions.

• Unified CCE 11.6(x) supports 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).
• All other solution components support Java 1.7 (32-bit).

You can apply newer Java security updates as described in the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 11.6(1).

 

Client Operating Systems (top)

Finesse	Call Studio	Administration Client	Silent Monitor Service for Unified CCE Toolkit	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)	Microsoft Windows Server 2012 R2 Microsoft Windows 10 Microsoft Windows 8.1 (Enterprise, Professional) Microsoft Windows 7 SP1 (Enterprise, Professional, Ultimate)	Microsoft Windows 7 (Enterprise, Professional, Ultimate)	Microsoft Windows 7 (Enterprise, Professional, Ultimate) Applies to ICM and System PG only

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. 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 (ECE)	Unified CVP	Silent Monitor Server (Standalone)	CTI OS Server
Microsoft Windows 2012 R2 Standard and Datacenter editions Microsoft SQL Server 2014 SP2 (or any later CU or SP)	Microsoft Windows 2012 R2 Standard and Datacenter editions ECE 400 agent deployment: Microsoft SQL Server 2014 SP2 Standard Edition is supported ECE 1500 agent deployment: Microsoft SQL Server 2014 SP2 Standard, Business Intelligence and Enterprise editions are supported	Microsoft Windows 2012 R2 Standard and Datacenter editions	Microsoft Windows 2012 R2 Standard and Datacenter editions	Microsoft Windows 2012 R2 Standard and Datacenter editions

Notes:

• Packaged CCE 11.6 solution and its components are supported on Microsoft Windows Server 2012 R2 Standard and Datacenter editions.
• Packaged CCE 11.6 does not support EIM-WIM. For 11.5, 11.6, and later Packaged CCE releases, use Enterprise Chat and Email (ECE) instead.

 

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
• Chrome 48 and later
• Firefox 45 Extended Supported Release (ESR) and later ESRs

Browser Compatibility Exceptions

• Internet Explorer Metro Mode and Compatibility View are not supported.
• Finesse does not support HTTP Strict Transport with Internet Explorer.
• CCE administration client (AW) setup tool does not support Firefox and Chrome.
• Firefox intermittently exhibits slow load time when loading the Unified CCE Administration interface.

 

Microsoft System Software Requirements (top)

Software	Version	Notes
Microsoft Windows Server 2012 R2 Standard Edition		Used for: Unified CCE PG Unified CCE AW-HDS-DDS Unified CVP Server Unified CVP OAMP Server Unified CVP Reporting Server Unified CCE Rogger Enterprise Chat and Email Notes: Packaged CCE is qualified to only work on a retail installation of Microsoft Windows Server 2012, Standard Edition. Custom Windows images are not supported. Windows Server Remote Desktop is not supported for software installation and upgrade.
Microsoft Windows Active Directory	Windows Server 2003, 2008, 2012, and 2016	Windows Server Active Directory support is inclusive of R2 versions. Packaged CCE does not require any specific Active Directory functional level. Active Directory 2016 is supported with Windows Server 2012 R2 as the maximum domain functional level.
Microsoft SQL Server 2014 Standard and Enterprise Edition	Service Pack 2 is supported (including later CUs and SPs)	Used for: Unified CCE AW-HDS-DDS Unified CCE Rogger Enterprise Chat and Email
Windows 7 (Professional, Enterprise and Ultimate) Windows 8.1 (Professional and Enterprise) Windows 10 (Professional, Enterprise, and Enterprise LTSB)		Used for the Internet Script Editor (ISE).

Notes:

• Packaged CCE servers that run Microsoft Windows Server 2012 R2 require a patch: Active Directory 2012 hotfix.
• Enterprise Chat and Email supports Microsoft SQL Server 2012.
• Microsoft Edge browser is not supported.
• On the Windows 7 based administration client systems, install Microsoft Windows Update KB3080079 to enable remote desktop connection over TLS v1.1 or 1.2 support.
• Packaged CCE does not support the Linked Server feature of SQL Server and encrypted connections to SQL Server.

 

Microsoft Windows and Microsoft SQL Server Localization Support (top)

The following table lists supported localized versions of Microsoft Windows Server and SQL Server that you can use.

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 there is not 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, use the English SQL Server 2014 with the applicable setting in the SQL Collation Setting column.

• Cisco Packaged Contact Center Enterprise 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 Packaged Contact Center Enterprise Installation and Upgrade Guide.

• 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
UCCE/ICM		X	✔	X	✔	Config
	AW Distributor/HDS/Logger	N/A	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
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 SQL Server 2014 SP2, .NET 4.6+. Remote Desktop requires Windows 7 KB3080079 update.

 

Agent Desktop Supported Platforms (top)

Cisco CTI Option	Platform
	Windows 7 (Pro, Enterprise, and Ultimate)	Windows 10	Mac OS X
Finesse	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 type of Silent Monitoring that is supported with VDI.
• Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse. Tablets and mobile devices are currently not supported.
• Verify that the bandwidth and deployment considerations of the solution meet the performance and timing requirements.
• Cisco Unified Contact Center Enterprise Administration is not supported on virtual desktops.
• Cisco Unified Intelligence Center (CUIC) 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.

Automatic Speech Recognition - Text to Speech (top)

Category	Requirements
Nuance Software	Unified CVP was tested for interoperability with the following Nuance components: Nuance recognizer 10.5 (NR10.5): Nuance Recognizer 10.5 Nuance Vocalizer 6.2 Nuance Recognizer 10 (NR10): Voice Pack for Vocalizer 6.0.3 Voice Pack for Recognizer 10.2.0 Nuance Recognizer 10.2.7.2016030212 x86_64 - Package revision 16062 Nuance Speech Server 6.2.8 - Package revision 15189 Vocalizer for Enterprise 6.0.5.2015041409 Vocalizer for Enterprise Build ID 6.0.5.15104 Note: Contact Nuance support for compatibility of later dot releases of Nuance components with Unified CVP.
Operating System	Use vendor-recommended operating system software.

 

Load Balancer (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
  
• SocialMiner
• Enterprise Chat and Email

Third-party load balancers must meet the following requirements:

• Both SSL offloading and SSL pass through must be supported
• Load Balancer High Availability
• Session stickiness should not be mandatory
• 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 Solution Design Guide for Cisco Unified Contact Center Enterprise.

 

Virtualization for Packaged CCE (top)

For hardware and virtualization information, see Virtualization for Cisco Packaged CCE.

 

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)

Apple iOS 7 and iOS 8 Devices	Models
iPad	iPad Air, iPad Air 2, iPad 2, iPad 3rd Generation, iPad 4th Generation
iPad Mini	iPad Mini, iPad Mini with Retina Display, iPad Mini 3
iPhone	iPhone 4S, iPhone 5, iPhone 5C, iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 7, iPhone 7 Plus
iPod Touch	iPod Touch 5th Generation

 

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 Microsoft Windows 8.x: 32 and 64 bit Windows 10: 32-bit and 64-bit	Apple OS X Mountain Lion 10.8.1 or later Apple OS X Mavericks 10.9 or later 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+	59	No	Windows OSX Linux Chromebook Android
Mozilla Firefox	45+ ESR	54	No	Windows OSX Linux
Microsoft Internet Explorer	11	11	Yes	Windows
Apple Safari	8+	10.1.2	Yes	OSX iOS
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: Mobile browsers are not supported.