Compatibility Matrix for Cisco HCS for Contact Center 11.5(1)

 

Go to: Compatibility Matrix for Cisco HCS for Contact Center 11.5(1) (Display-optimized HTML)
Go to: Cisco Hosted Collaboration Solution for Contact Center Compatibility Information (Index)

The Unified Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all Cisco Unified CCE solution component information, such as Finesse, Cisco Unified Intelligence Center (CUIC), and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for Cisco Hosted Collaboration Solution for Contact Center, release 11.5(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Hosted Collaboration Solution for Contact Center documentation. If a configuration or version is not stated, that configuration or version is not supported.

 

Contents 1 Cisco Systems Contact Center Components 2 Cisco Gateway Hardware and Software 2.1 Cisco Unified SIP Proxy 3 Aggregation Components 4 Endpoints for Agents and Callers 4.1 Endpoints Supported for Callers Only 4.2 Video Contact Center Components 4.3 Cisco Unified Communications Manager Mobile and Remote Access 5 SSO Identity Providers 6 Supported Third-Party Software 6.1 Microsoft .Net Framework 6.2 Client Operating Systems 6.3 Server Operating Systems 6.4 Java Runtime Environment (JRE) Requirements 6.5 Supported Browsers 6.6 Microsoft System Software Requirements 6.7 Microsoft Windows and Microsoft SQL Server Localization Support 7 Agent Desktop Supported Platforms 8 VDI Support 9 Application Virtualization 10 Automatic Speech Recognition - Text to Speech 11 Load Balancer 12 Cisco PGW Softswitch Support 13 Third-Party ACD 13.1 Avaya 13.1.1 Avaya CMS RTA Support Matrix 13.1.2 Avaya Communications Manager Support Matrix 13.1.3 AES Server and CVLAN/TSAPI Client Support Matrix 13.2 CTI Support for ACD Types 14 Remote Expert Mobile 14.1 Apple iOS Device Support for REM 14.2 Android Device Support for REM 14.3 Jabber System Requirements for REM Agents 14.4 Browser Support for REM Customers

 

Cisco Systems Contact Center Components (top)

Note: Cisco HCS for Contact Center 11.5(1) shares the same media kit as Cisco Unified CCE 11.5(1), which includes some components not supported in a Cisco HCS for Contact Center deployment. 

Central Controller version 11.5(1)
Unified Communications Manager (CUCM)	Unified Customer Voice Portal (CVP)	Unified CCE Components		Virtualized Voice Browser (VVB)	Finesse	Unified Intelligence Center (CUIC)	MediaSense	Remote Expert Mobile (REM)	SocialMiner	Enterprise Chat and Email (ECE)	Remote Silent Monitor (RSM)	Unified Contact Center Domain Manager (CCDM)	Identity Server (IdS)
		PG	CTI Server
11.5(1) 10.5(2) ES74	11.6(1) 11.5(1)	11.5(1)		11.6(1) 11.5(1)	11.6(1) 11.5(1)	11.6(1) 11.5(1)	11.5(1)	11.6(1) 11.5(1)	11.5(1)	11.6(1) 11.5(1)	11.0(1)	11.5(1)	11.5(1)

Notes: 

UCCE: The PG (Peripheral Gateway) and CTI (Computer Telephony Integration) server must be at the same major version as the Central Controller.
UCCE: During an upgrade, a Central Controller running at 11.5(1) supports Peripheral Gateways running at 11.0(x) and 10.5(x).
UCCE: The Peripheral Gateway must be at an equal or higher maintenance release than the CTI server.
Finesse: New Unified CCE 11.5(1) deployments must use Cisco Finesse. Existing deployments that are upgrading to Unified CCE 11.5(1) must upgrade to Finesse. From Unified CCE 11.5(1) going forward, CAD and CTI OS are no longer supported.
Finesse and Live Data: The live-data gadget in the Finesse 11.6(1) layout does not work with Live Data 11.5(1) (standalone or co-resident with CUIC).
CUCDM: You can use UCDM 8.1.8 or later MR version for Cisco HCS for CC instances that are upgraded from previous releases.
SocialMiner: SocialMiner must be at the same version as the Peripheral Gateway. There is no forward or backward compatibility.
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 HCS for Contact Center Installation and Upgrade Guide.

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	IOS XE 3.10 IOS XE 3.13 IOS XE 3.16 IOS XE 16.3.3	Universal	No	Yes	Yes
CSR 1000v	IOS XE 16.3.3	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 15.6.(3)M	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	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.

• Unified CVP supports SHA-256.

Cisco Unified SIP Proxy (top)

Supported Versions:  Cisco Unified SIP Proxy 8.5(x), 9.0(x), 9.1(x) and later maintenance releases.

 

Aggregation Components (top)

For Nexus, ASA, and Perimeta SBC supported release version, see unified-communications/hosted-collaboration-solution-hcs/tsd-products-support-series-home.html. HCS Documentation.   

Notes:

• Perimeta SBC is supported on Cisco UCS C Series M3 and M4 Medium and Large TRC rack servers.
• HCS for CC Small Contact Center deployments with dedicated sub-customers require the the Cisco ASA 5500-X Adaptive Security Appliance.

Endpoints for Agents and Callers (top)

Endpoint	Voice & Finesse Desktop	Video	RSM (UCCE Only)	Unified CM Silent Monitor	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	No	Yes	Yes	Yes	Yes	No
7821, 7841, 7861	Yes	No	Yes	Yes	Yes	Yes	Yes	No	Yes	Yes	Yes	Yes Audio only
7925G, 7925G-EX	Yes	No	Yes	No	No	No	No	No	N/A	No	No	No
7942G, 7945G, 7962G, 7965G, 7975G	Yes	No	Yes	Yes	Yes	Yes	No	Yes	No	Yes	Yes	No
8811, 8821, 8841, 8851, 8851NR, 8861	Yes	No	Yes	Yes	Yes	Yes	Yes	No	Yes	Yes	Yes	Yes Audio only
8845, 8865	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes Audio only
8941, 8945	Yes	Yes	Yes	Yes	Yes	Yes	No	No	No	No	Yes	No
8961	Yes	Yes	Yes	Yes	Yes	Yes	No	No	Yes	No	Yes	No
9951, 9971	Yes	Yes	Yes	Yes	Yes	Yes	No	No	Yes	No	Yes	No
C40, C60, C90 Telepresence	Yes	Yes	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	No	No	Yes	Yes	No
DX650, DX70, DX80 (for Android)	Yes	Yes	No	Yes	Yes	Yes	No	No	Yes	Yes	Yes	Yes Audio only
EX60, EX90	Yes	Yes	No	No	No	No	No	No	Yes	Yes	Yes	No
Jabber for Mac 11.6 and later	Yes	Yes	Voice only	Voice only	No	Yes	No	No	No	Yes	Yes	No
Jabber for VXME 11.6 and later	Yes	No	Voice only	Voice only	No	Yes	No	No	No	Yes	Yes	No
Jabber for Windows 11.6 and later	Yes	Yes	Voice-only	Voice-only	No	Yes	No	No	No	Yes	Yes	No
MX300 G2, MX700, MX800 Telepresence	Yes	Yes	No	No	No	No	No	No	Yes	Yes	Yes	No
SX10, SX20, SX80 Telepresence	Yes	Yes	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: 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.
• General: Call Park is not supported on ACD and non-ACD lines.
• 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. 8821 does not support Finesse IP Phone Agent in this release.
• 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.
• Jabber: Jabber for Windows, Mac and VXME use voice only for RSM and Unified CM Silent Monitor and are not supported in Video Contact Center deployments.
• Jabber: Jabber for Windows, Mac and VXME support Whisper Announcement but not Agent Greeting.
• 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.
• 88xx phones are supported only in Enhanced Line mode.

Additional Notes:

These notes pertain to supported IP phones:

• 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.
• 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.
• 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).

 

Endpoints Supported for Callers Only (top)

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

• Jabber for iOS
• Jabber for Android

 

Video Contact Center Components (top)

The Video Contact Center requires these components:

Cisco Software/Component	Version	Notes
MediaSense	11.5(1) and later maintenance releases
Telepresence MCU	5310 or 5320
Jabber Guest Server	10.6.6.53	Required only for Video Contact Center with Jabber Guest deployments.
Expressway Edge and Core	8.7.1-rc-2	Required only for Video Contact Center with Jabber Guest deployments.

 

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.
• BIB-based features (Agent Greeting, Silent Monitoring and Recording) are not supported with MRA.
• Jabber is not supported with MRA.
• Contact Center video deployments are not supported with MRA.
• In Contact Center Enterprise solutions, the 78xx and 88xx phones (audio only) support MRA.

 

SSO Identity Providers (top)

Unified CCE supports Microsoft AD FS (Active Directory Federation Services) 2.0, 2.1, or 3.0 in Windows Server 2012 R2 as its identify provider for single sign-on (SSO).

AD FS 3.0 in Windows Server 2012 R2 is the minimum supported version for the Unified Contact Center Domain Manager.

 

Supported Third-Party Software (top)

Function	Software
Remote Administration	For Remote Desktop usage information, see the "Remote Administration” section in Security Guide for Cisco Unified ICM/Contact Center Enterprise.
Antivirus Software	McAfee Virus Scan Enterprise 8.8i Symantec Endpoint Protection 12.1 RU6 and above minor versions Trend Micro Office Scan 11 Note: Ensure that you follow the antivirus guidelines specified in the "Antivirus Guidelines" section in Security Guide for Cisco Unified ICM/Contact Center Enterprise.
Unified Intelligence Center reporting	Microsoft Excel Versions 2007 and 2010: used for exporting reports.
Virtualization	For more information about virtualization for all UCCE components, go to Cisco Collaboration Virtualization wiki page.

Notes:

• Windows Server 2012 R2, which is supported from UCCE 11.0(1) onward, comes with pre-installed .NET version 4.5.1. UCCE Administration client installs .NET version 4.0 on Windows 7 and .NET version 4.5.1 on Windows 8.1 system. UCCE 11.5(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 UCCE 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 11.5(1) upgrades .NET Framework to Version 4.5.2.

 

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)	Microsoft Windows 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 (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	Unified CCMP	Remote Silent Monitor (RSM)	Silent Monitor Server (Standalone)	CTI OS Server
Microsoft Windows 2012 R2 Microsoft SQL Server 2014 SP1 CU5 (or any later CU or SP) Standard and Datacenter editions.	Microsoft Windows 2012 R2 Standard and Datacenter editions ECE 400 agent deployment: Microsoft SQL Server 2014 Standard Edition is supported. ECE 1500 agent deployment: Microsoft SQL Server 2014 Standard, Business Intelligence and Enterprise editions are supported.	Microsoft Windows 2012 R2 Standard and Datacenter editions.	Microsoft Windows 2012 R2 Microsoft SQL Server 2014 SP1 Standard and Datacenter editions.	Microsoft Windows 2012 R2 Microsoft SQL Server 2014 SE 64-bit	Microsoft Windows 2012 R2	Microsoft Windows 2012 R2

Notes:

• Hosted Collaboration Solution for Contact Center 11.5 solution and its components are supported on Microsoft Windows Server 2012 R2 standard and Datacenter editions.
• Hosted Collaboration Solution for Contact Center 11.5 solution does not support EIM-WIM. For 11.5 and later Hosted Collaboration Solution for Contact Center releases, use Enterprise Chat and Email (ECE) instead.

 

Java Runtime Environment (JRE) Requirements (top)

• Unified CCE and Enterprise Chat and Email support JRE 1.8 (32 bit), update 66 or later updates of version 1.8.
• CCDM 11.5 supports Java 1.8 (64 Bit) and latest minor update of Java 1.8 (64 bit) are supported.
• For Unified CVP Release 11.5(1), the JRE version is updated from 1.7 (32 bit) to 1.7 (64 bit).
• You can apply newer Java security updates as described in the Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1).

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 Mode are not supported.
• The Administration Client Setup Tool does not support Firefox and Chrome.
• Finesse does not support HTTP Strict Transport with Internet Explorer.
• In CUIC Release 11.5, switch to Compatibility View in Internet Explorer 11 to access the Dashboard, Datasource, Report Definition, Security, User Management, and OAMP.

 

Microsoft System Software Requirements (top)

Microsoft System		Software Requirements
Microsoft Windows Server 2012 R2		Unified ICM/CCE is qualified to work only on a retail installation of Microsoft Windows Server 2012 R2, Standard edition. Cisco does not support Unified ICM/CCE on a customized Windows image (for example, a corporate image). If you use a customized image of the Windows operating system, the Unified ICM/CCE application can fail.
Microsoft Windows Active Directory		Cisco Unified CCE and Unified ICM is qualified on Microsoft Windows Active Directory on Windows Server 2003, 2008, and 2012.
Microsoft SQL Server 2014	Standard Edition	CPU: Limited to lesser of 4 sockets or 16 cores RAM: No operating system maximum Enterprise Edition is required for database larger than 500GB SP1  (or any later CUs or SPs)
	Enterprise Edition	CPU: No operating system maximum RAM: No operating system maximum Enterprise Edition is required for database larger than 500GB SP1  (or any later CUs or SPs)

Notes:

• Administration Client requires Windows 7 (Professional, Enterprise and Ultimate), Windows 8.1 (Professional and Enterprise), Windows 10, or Windows Server 2012 R2.
• Internet Script Editor (ISE) requires Windows 7 (Professional, Enterprise and Ultimate), Windows 8.1 (Professional and Enterprise), or Windows 10 (Professional, Enterprise, and Enterprise LTSB).
• Microsoft Edge browser is not supported.
• Unified CCE and Packaged CCE running on Microsoft Windows Server 2012 R2 require a patch: Active Directory 2012 hotfix.

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

If there is not a corresponding localized SQL Server 2014 (listed in the Microsoft SQL Server 2014 column) for a particular language listed in the Microsoft Windows Server 2012 R2 column, use the English SQL Server 2014 with the applicable setting listed in the SQL Collation Setting column.

Cisco HCS for Contact Center 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 HCS for Contact Center Install and Config Guide.

Use English SQL Server 2014 on multilingual versions of the Microsoft Windows Server 2012 R2 environment. Following are two valid 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.

Agent Desktop Supported Platforms (top)

CTI Option	Platform
	Windows 7 (Pro, Enterprise and Ultimate)	Windows 10	Mac OS X
Cisco Finesse	Yes	Yes	Yes

VDI Support (top)

Cisco Client Type	Virtual Desktop Infrastructure
Finesse	VMware View 4.6, 5.x, 6.0, 6.5 Horizon View 6.0, 7.0, 7.1, 7.2 Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, 7.x

Notes:

• 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 (no tablets or mobile devices supported currently).
• The customer can use any VDI endpoint that supports the specific Citrix or VMware VDI solution versions supported by Cisco. The customer must ensure that bandwidth and any other deployment considerations ensure that the solution can meet the performance and timing requirements of CTI-OS.

Application Virtualization (top)

Cisco Client Version	Citrix/XenApp	Remote Desktop Services Platform
Finesse	XenApp 7.x	Windows Server 2012 R2

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 Nuance Recognizer 9 (NR9): Nuance Vocalizer 5.0.7 Nuance Recognizer 9.0.17 Nuance Speech Server 5.1.9 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)

The following 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 supported for upgrades only. See here for more details on ACE support.

• Unified CCE
• Unified CVP
• Unified Intelligence Center
• Finesse
• MediaSense
• SocialMiner
• Enterprise Chat and E-mail
• Remote Expert Mobile

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 Cisco Design Guide for the Cisco HCS for CC 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)

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 11.5
6.0(x)	Yes
6.0 Extended	No

 

Avaya Communications Manager Support Matrix (top)

ACD Version	ICM 11.5
ACM 6.3	Yes

 

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

AES Server	CVLAN Client Supported	TSAPI Client Supported	ICM 11.5
6.3.3	6.1	7.0	Yes

 

CTI Support for ACD Types (top)

ACD Vendor	ACD Model	CTI Server Protocol Support	CTI OS Support
Avaya	Avaya Communication Manager driven by Avaya S8300, S8400, S85xx, S87xx, and S88xx Servers	Yes	Yes
Cisco	IPCC*	Yes	Yes
Avaya	AACC	Yes	Yes

Note: * CTI OS Agent Desktop is supported with Unified CCE system PG only.

 

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
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.
  

 

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	33+	62	No	Windows OSX Linux Chromebook
Mozilla Firefox	28+	57	No	Windows OSX Linux
Microsoft Internet Explorer	11	11	Yes	Windows
Apple Safari	8+	8.3, 11.0	Yes	OSX
Microsoft Edge	12+	12	No	Windows 10 Co-browsing only—no Voice & Video
Opera	28+	N/A	No	Windows OSX Linux

Note: Mobile browsers are not supported.