Compatibility Matrix for Cisco HCS for Contact Center 11.6(x)

• New HCS CC 11.6(x) deployments must use Finesse. Existing deployments that are upgrading to HCS CC 11.6(x) must upgrade to Finesse. From HCS CC 11.5(1) going forward, CTI OS is no longer supported.
During an upgrade, a Central Controller running at 11.6(x) supports PGs running at 11.5(x), 11.0(x), and 10.5(x).
• CUCM: Upgrade the JTAPI client when you upgrade CUCM.
• CUCM: Support for a Cisco Unified CM release is inclusive of all updates.
• 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.
• If you will be assigning multiple supervisors to a single agent in your deployment, you must install the 11.6(1) COP11 file in CUIC to establish sync.
• Finesse: New and existing Unified CCE 11.6(x) deployments must use Finesse.
• Finesse: The Cisco Finesse version must be the same as or lower than the ECE version. For example, Cisco Finesse 11.6 supports ECE 11.6, 12.0, and 12.5, but Cisco Finesse 12.0 does not support the ECE 11.6 gadget.
• Finesse and ECE: You must either upgrade ECE prior to Finesse or upgrade both in the same maintenance window due to the dependency between ECE and Finesse.
• In Live Data (Standalone) 11.6 deployments, when CUIC and Cisco Finesse components are in version 12.5, Live Data gadgets will not load in Cisco Finesse. You must enable Cross-Origin Resource Sharing (CORS) and set Finesse host URLs to load the Live Data gadgets. For more information on CORS CLIs, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.
• 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 HCS for Contact Center Enterprise Installation and Upgrade Guide
• SocialMiner must be at the same version as the Peripheral Gateway. There is no forward or backward compatibility. However, this is not applicable for minor releases such as 11.6(2),which means Social Miner 11.6(1) is compatibile with Pheripheral Gateway 11.6(2).
• CCDM, Release 11.6(x) is compatible with Unified CVP release starting with Release 10.5(x).
• Before you upgrade CCDM to release 12.5(1), install UCCE 11.6(1) ES 7.
• Before you upgrade to Cisco Unified CVP, Release12.0 (1), upgrade VVB to Release 11.6(1) ES84.
• 11.6(x)deployments supporting CUCM 12.0 must use MediaSense 11.5(1).
• Remote Silent Monitor: Remote Silent Monitor (RSM) is not supported in Unified HCS CC release 11.6(x).
• Install the CUIC, Release 11.6(1) COP11 patch before you upgrade Cisco Finesse and ECE to Release 12.0(1). If you do not use SSO, update the CUIC in the co-resident deployment to Release 11.6(1) COP11. If SSO is enabled use, upgrade the co-resident deployment to Release 12.0(1).
• For Live data gadgets to load in Cisco Finesse, be sure to install CUIC 11.6(1) ES18 or later on Live Data (Standalone) server.
• ^{Finesse: The Cisco Finesse version must be the same as or lower than the ECE version. For example, Cisco Finesse 11.6 supports ECE 11.6, 12.0, and 12.5, but Cisco Finesse 12.0 does not support the ECE 11.6 gadget.}

Cisco Gateway Hardware and Software (top)

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 (CUSP) 9.0(x), 9.1(x), 10.0(x), 10.1(x), and 10.2(x).

Notes:

HCS for CC solution supports CUSP 10.0(x), 10.1(x), and 10.2(x) only in non-secure mode.

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)

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.
• 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.
• 89xx and 99xx: 89xx and 99xx series phones do not support video prompt and queue.
• 89xx, 99xx, and DX phones: These phones do not support directly disabling the Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features. Instead, you must configure the Unified CM PG to use Multi-Line only. This setting applies to all phones controlled by that specific Unified PG. You cannot configure it on an phone-by-phone basis. Also, configure all phones with Set Maximum number of calls to 2 and Set Busy trigger to 1.
• Cisco IP Communicator: Cisco IP Communicator does not support CAD IP Phone or mobile agents.
• EX60 and EX90: EX60 and EX90 are only supported in Remote Expert (RE) deployments.
• Webex:
   
• For minimum supported versions of CUCM and Expressway (for MRA deployments) to support Webex, see the Supported Unified CM Releases and the Supported Expressway Releases tables at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_011.html
• Jabber:
   
• Agent Greeting support for Jabber requires minimum Cisco Jabber version 12.9.
• MRA support for Jabber requires minimum Cisco Jabber version 12.5 and Expressway 12.5. If you have VPN split-tunneling configured, you can use Jabber with MRA and the Finesse desktop on the same client machine. See https://www.cisco.com/c/en/us/support/security/anyconnect-secure-mobility-client/products-installation-and-configuration-guides-list.html for Cisco AnyConnect Mobility Client split-tunneling configuration.
• If VPN split-tunneling is not available, use one of the following options for the remote agents:
  • A remote agent who runs Jabber with MRA on one client machine and the Finesse desktop with a VPN connection on a second client machine
  • A remote agent who runs a Jabber softphone on a laptop that is connected over MRA and runs the Finesse desktop as a Xenapp thin client on the same laptop.
• Jabber for VDI is not supported in Video Contact Center deployments.
• Jabber Multiline feature is supported from CCE 11.6.
• For Cisco Jabber software compatibility details, see the Planning guide for Cisco Jabber at https://www.cisco.com/c/en/us/support/unified-communications/jabber-windows/products-installation-guides-list.html
• 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.

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

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)

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

Additional Information:

CCMP 11.6(1) and ECE 11.6(1) only support Microsoft AD FS 2012 R2 with WS-Federation via JSON Web Token (JWT). Cisco HCS for CC solutions using SSO with CCMP or ECE must use Microsoft AD FS 2012 R2 as primary IdP for Cisco IdS, CCMP, and ECE. However, user authentication access to HCS for CC, CCMP, and ECE can be provided by one of the above IdPs via Federated Trust with Microsoft AD FS. Federated Trust is supported per Microsoft AD FS and third party IdP documentation and support.

Supported Third-Party Software (top)

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 11.6(x) supports .NET version 4.5.2 because .NET 4.5.1 is no longer supported by Microsoft.
• Do not upgrade third-party software bundled with 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.

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

Client Operating Systems (top)

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)

Notes:

• Hosted Collaboration Solution for Contact Center 11.6 solution and its components are supported on Microsoft Windows Server 2012 R2 Standard and Datacenter editions.
• Hosted Collaboration Solution for Contact Center11.6 solution does not support EIM-WIM. For 11.5, 11.6, and later Hosted Collaboration Solution for Contact Center releases, use Enterprise Chat and Email (ECE) instead.

Java Runtime Environment (JRE) Requirements (top)

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

• Unified CCE 11.6(x) support JRE 1.8 (32 bit), Update 191 or later updates of version 1.8.
• Enterprise Chat and Email support JRE 1.8 (32 bit), Update 121 or later updates of version 1.8.
• Unified CVP supports JRE 1.7 (64 bit)
• For Unified CCMP, JRE version 1.8 (64 bit) is supported and latest update of JRE 1.8(64 bit) supported.
• All other solution components support Java 1.7 (32-bit)
• You can apply newer Java security updates as described in the Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.6(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)

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.
• HCS for CC 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.

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.

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.

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

Agent Desktop Supported Platforms (top)

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 (no tablets or mobile devices supported currently).
• 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.

Automatic Speech Recognition - Text to Speech (top)

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)

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)

Avaya Communications Manager Support Matrix (top)

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

CTI Support for ACD Types (top)

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)

Android Device Support for REM (top)

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)

Browser Support for REM Customers (top)

Note: