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Compatibility Matrix for Cisco HCS for Contact Center 11.5(1)
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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.
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 (ECE) |
Remote Silent Monitor (RSM) |
Unified Contact Center Domain Manager (CCDM) |
Identity Server (IdS) | |
PG | CTI Server |
||||||||||||
11.5(1) |
11.6(1) |
11.5(1) |
11.6(1) |
11.6(1) |
11.6(1) |
11.5(1) |
11.6(1) 11.5(1) |
11.5(1) |
11.6(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.
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 AS5400XM with |
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:
IOS Versioning Key, using 15.1(4)M3 and 15.1(4)T1 as examples:
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.
Supported Versions: Cisco Unified SIP Proxy 8.5(x), 9.0(x), 9.1(x) and later maintenance releases.
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:
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:
Additional Notes:
These notes pertain to supported IP phones:
Callers outside of the enterprise's network can use the following endpoints as part of Video Contact Center with Jabber Guest:
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. |
Review the following about Unified Communications Mobile and Remote Access (MRA):
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.
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 |
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:
Unified CCE Release 11.5(1) upgrades .NET Framework to Version 4.5.2.
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:
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:
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.
Browser Compatibility Exceptions
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 |
|
Enterprise Edition |
|
Notes:
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:
CTI Option | Platform | ||
---|---|---|---|
Windows 7 (Pro, Enterprise and Ultimate) |
Windows 10 | Mac OS X | |
Cisco Finesse |
Yes
|
Yes
|
Yes
|
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:
Cisco Client Version | Citrix/XenApp | Remote Desktop Services Platform |
---|---|---|
Finesse | XenApp 7.x | Windows Server 2012 R2 |
Category | Requirements |
Nuance Software |
Unified CVP was tested for interoperability with the following Nuance components: Nuance recognizer 10.5 (NR10.5):
Nuance Recognizer 10 (NR10):
Nuance Recognizer 9 (NR9):
Note: Contact Nuance support for compatibility of later dot releases of Nuance components with Unified CVP. |
Operating System |
Use vendor-recommended operating system software. |
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.
Third-party load balancers must meet the following requirements:
See these documents for the interoperability notes and any known caveats of F5 Big-IP and Citrix NetScalar 1000v:
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.
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 |
Review the following Avaya support considerations:
RTA Version | ICM 11.5 |
---|---|
6.0(x) | Yes |
6.0 Extended | No |
ACD Version | ICM 11.5 |
---|---|
ACM 6.3 | Yes |
AES Server | CVLAN Client Supported | TSAPI Client Supported | ICM 11.5 |
---|---|---|---|
6.3.3 | 6.1 | 7.0 | Yes |
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.
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 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 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") |
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:
System Requirement | Jabber for Windows and Finesse Agent Desktop | Jabber for Mac and Finesse Agent Desktop |
---|---|---|
Operating System |
|
|
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:
|
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 | Supported Version | Verified Against | Plug-in Required | Platform / Operating System |
---|---|---|---|---|
Google Chrome | 33+ | 62 | No |
|
Mozilla Firefox | 28+ | 57 | No |
|
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 |
|
Note: Mobile browsers are not supported.