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Contents 1 Unified CCE 10.0(x) Product Sets 2 Cisco Gateway Requirements 2.1 Hardware 2.2 Software 2.3 Cisco Unified SIP Proxy 3 IP Phone Support 4 Third-party Software 5 Microsoft System Software Requirements 5.1 Microsoft Windows Server 2008 R2 5.2 Microsoft Windows Active Directory 5.3 Microsoft SQL Server 2008 R2 5.4 Microsoft Windows and Microsoft SQL Server Localization Support 5.5 Transport Layer Security (TLS) 6 Java Requirements 7 Operating System and Database Requirements 8 CTI Supported Platforms 9 Supported Third-Party Software 10 Unified CCE Release 10.0.(x) Supported Browsers 11 Unified CCE Parent / Child PG Compatibility 12 Central Controller Backward Compatibility 13 NAM/CICM Compatibility 14 VDI & Cisco VXI Support 15 Application Virtualization 16 Siebel Compatibility 17 ICM-to-ICM Gateway Compatibility 18 Other Product Sets 18.1 Unified ICM ACD 10.0 Product Sets 18.1.1 Aspect Call Center w/CMI 18.1.2 Avaya 18.1.2.1 Avaya CMS RTA Support Matrix 18.1.2.2 AES/CVLAN Server and CVLAN Client Support Matrix 18.1.2.3 Avaya Aura Communications Manager Support Matrix 18.1.2.4 Avaya ARS Support Matrix 18.1.3 Avaya/Nortel 18.1.4 Nortel SDK 18.1.5 CTI Support for ACD Types

This compatibility matrix specifies all supported configurations and versions for Cisco Unified Contact Center Enterprise 10.0(1).

Details are also provided about Unified ICM ACD Software Compatibility.

The information in this compatibility matrix supersedes compatibility information in any other Cisco Unified Contact Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported.

Unified CCE 10.0(x) Product Sets (top)

Central Controller version 10.0(x)
Unified CM	IVR		PG CAD CTI OS Server1,2	CTI OS Desktop1	Unified Intelligence Center	Unified EIM/WIM	Siebel CRM	RSM	Unified CCMP	SocialMiner	Finesse
	IP-IVR	CVP
10.5(2)3 10.5(1)  10.0(1)	10.0(1) 9.0(1)	11.0(1)4 10.5(1) 10.0(1) 9.0(x)	PG 10.0(1) CAD 10.0(2) CAD 10.0(1b) CTI OS Server 10.0(1)	10.0(1) 9.0(x) 8.5(x)	11.0(1) 10.5(1) 10.0(1)	11.0(1) 9.0(2)	8.1(x)	10.0(1) 9.1(1) 9.0(1) 8.5(2)	10.5(x) 10.0(1)	10.5(1) 10.0(1)	11.0(1) 10.5(1) 10.0(1)
9.1(1) 9.1(2)	9.0(x) 8.5(x)
9.0(1)	9.0(x) 8.5(x)	10.5(1) 10.0(1) 9.0(x)	PG 10.0(1) CAD 10.0(2) CAD 10.0(1b) CTI OS Server 10.0(1)	10.0(1) 9.0(x) 8.5(x)	10.5(1) 10.0(1)	11.0(1) 9.0(2)	8.1(x)	10.0(1) 9.1(1) 9.0(1) 8.5(2)	10.5(x) 10.0(1)	10.5(1) 10.0(1)	11.0(1) 10.5(1) 10.0(1)
8.6(x)	9.0(x) 8.5(x)	10.5(1) 10.0(1) 9.0(x)	PG 10.0(1) CAD 10.0(2) CAD 10.0(1b) CTI OS Server 10.0(1)	10.0(1) 9.0(x) 8.5(x)	10.5(1) 10.0(1)	9.0(2)	8.1(x)	10.0(1) 9.1(1) 9.0(1) 8.5(2)	10.5(x) 10.0(1)	10.5(1) 10.0(1)	11.0(1) 10.5(1) 10.0(1)

¹The PG, CTI Server, and CTI OS server versions must all be at the same version. Additionally, the PG, CTI Server, CTI OS Server, and CTI OS desktop versions cannot be higher than the Central Controller version.

²The CAD client and servers must all be at the same version. CAD clients and CAD server versions must be at the same major and minor release as the PG, CTI Server, and CTI OS Server and the CAD clients and CAD servers versions cannot be at a higher maintenance release than the PG, CTI Server, and CTI OS Server versions.

³Unified CM 10.5(2) is compatible with Unified CCE 10.0, but requires installing Unified CCE 10.0(2) ES 03.

⁴CVP 11.x and above does not support CUCM 9.x and cannot be deployed along with CUCM 9.x.

Note: There is no compatibility dependency between Unified CCE and MediaSense. However, there is a compatibility dependency between MediaSense and Unified CM. For MediaSense, see the Unified CM compatibility listed in the Cisco MediaSense Compatibilty Matrix.

CUIC: The Cisco VOS version for CUIC, Release 10.x and prior releases is 8.5.4.

Cisco Gateway Requirements (top)

Hardware (top)

Hardware Options	Requirements
	Supports 28xx, 38xx, AS5350xm, and AS5400xm gateways with a PVDM2 DSP card. Supports ISR G2 gateways (29xx and 39xx) with PVDM3 DSP card.

Software (top)

Category		Requirements
Software Options	AS5350XM AS5400XM	15.1(4) M 15.0(1) M
	28xx, 38xx	15.0(1) M 15.1(1) T 15.1(4) M
	29xx, 39xx	15.1(4) M 15.2(4) M 15.3(3) M 15.4(3) M 15.5(3) M1
	39xxE	15.1(4) M 15.2(4) M 15.3(3) M 15.4(3) M 15.5(3) M1

Additional Unified CCE 10.0(1) Notes

• Outbound Option SIP Dialer: Requires Cisco Unified SIP Proxy Version 8.5(1). Supports IOS Release as specified in the table above. Versions 15.4(3)M/15.4(3)S of CUBE are supported with the SIP Outbound Dialer, with the exception of CPA (call progress analysis).
   For Cisco Finesse feature information, including Outbound Option support, see the Cisco Finesse, Cisco Agent Desktop, and Cisco CTI OS Feature Comparison Guide at http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps11324/product_bulletin_c25-695211.html.
• Unified Communications Manager 10.0(x) is supported with a Unified CCE 10.0(x) Peripheral Gateway (PG) only. Unified CCE 10.0(x) Central Controller supports PGs running at the following versions for backward compatibility during upgrade: 9.0(x) and 8.5(x). For UCM compatibility for these PGs, see the UCM Compatibility Guide.
• The following general limitations pertain to Unified CCE deployments that use the System Peripheral Gateways(PG):E-Mail Manager Option, Web Collaboration Option (both end-of-life products), as well as E-Mail Interaction Manager and Web Interaction Manager (Unified EIM/WIM) are not supported with deployments that use the System PG. For Unified EIM/WIM documentation, see Cisco Unified E-Mail Interaction Manager and Cisco Unified Web Interaction Manager.

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 Unified SIP Proxy (top)

Supported Versions: Cisco Unified SIP Proxy 8.5(x) and 9.1(x).

IP Phone Support (top)

Agent Telephone	Voice	Video	RSM	CUCM Silent Monitor	Agent Greeting	Whisper Announcement	Specific Device Notes
CTS-500 Telepresence	Yes	RE	No	No	No	No	CTS-500 TP is supported as a Remote Expert (RE) kiosk only.
EX60, EX90	Yes	RE	No	No	No	No	EX60, EX90 are supported in Remote Expert (RE) solutions only.
DX650, DX70, DX80 (for Android)	Yes	RE	No	Yes	Yes	Yes	Video is supported only within Remote Expert (RE) solutions. DX70 and DX80 require cmterm-devicepack10.0.1.12007-1.cop.sgn applied to CUCM 10.0.
9951, 9971	Yes	No	No	Yes	Yes	Yes	Finesse 9.1(x) supported with caveats mentioned in Cisco Finesse 9.1(1) Release Notes
8941, 8945, 8961	Yes	No	No	Yes	Yes	Yes	Finesse 9.1(x) supported with caveats mentioned in Cisco Finesse 9.1(1) Release Notes
8845, 8865	Yes	Yes	No	No	No	No
8811, 8841, 8851, 8851NR, 8861	Yes	No	Yes	Yes	Yes	Yes
7975	Yes	No	No	Yes	Yes	Yes
7962, 7965	Yes	No	Yes	Yes	Yes	Yes
7942, 7945	Yes	No	Yes	Yes	Yes	Yes
7925	Yes	No	No	No	No	No	Finesse is not supported with 7925.
7821, 7841, 7861	Yes	No	Yes	Yes	Yes	Yes
6921, 6941, 6945, 6961	Yes	No	Yes	Yes	Yes	Yes
Cisco IP Communicator 8.6(x), 7.0(x)	Yes Yes	No No	Yes Yes	Yes Yes	Yes No	Yes No	Mobile Agents are not supported with Cisco IP Communicator CAD IP Phone Agent is not supported with Cisco IP Communicator
Jabber for Windows 9.6	Yes	No	Yes	Yes	No	Yes	The only supported desktops are Finesse 10.0 and CTI OS 10.0.
Jabber for Mac 9.6	Yes	No	Yes	Yes	No	Yes	The only supported desktopa are Finesse 10.0 and CTI OS 10.0

The Cisco Unified Contact Center Enterprise Design Guide includes details about caveats and features associated with each of these specific phone devices. 

The following general limitations pertain to IP phones used with Unified CCE Enterprise deployments:

• Only Cisco IP Phones are supported as contact center agent phones. As an alternative, you may choose to deploy the Mobile Agent solution to enable Cisco Unified CCE to use any phone as an agent phone. Please consult with your Cisco Sales Engineer for additional detail on this configuration.
  
• See the Cisco Unified Communications Manager Compatibility Guide for SIP and other phone protocol support.

Third-party Software (top)

• Current installation of Unified CCE 10.0(x) installs .NET version of 4.0 by default. Since .NET 4.0, 4.5, and 4.5.1 are no longer supported by Microsoft, Unified CCE supports .NET version 4.5.2 starting release 10.0(2). The .NET version 4.5.2 has to be installed manually.

• Unified CCE Administration client 10.0(1) installs .NET version 4.0 on Windows 7/Windows Server 2008 R2. Unified CCE Administration client supports .NET version 4.5.2 starting release 10.0(2). The .NET version 4.5.2 has to be installed manually.

Note: Unless explicitly mentioned, upgrading any third-party software that is bundled along with Unified CCE such as Java or Tomcat, is not supported. For example, upgrading Java from 6 to 7 on ICM servers is not supported.

Microsoft System Software Requirements (top)

Microsoft Windows Server 2008 R2 (top)

Microsoft Windows Server 2008 R2 is supported. Be aware of the following distinction between the editions.

IMPORTANT: Currently only SP1 for Microsoft Windows Server 2008 R2 is supported.

Microsoft Windows Server 2008 R2 Standard Edition

• Supports up to four processors on one 64-bit server
• Maximum 32 GB of RAM

Microsoft Windows Server 2008 R2 Enterprise Edition

• Supports up to eight processors on one 64-bit server
• Maximum two Terabytes (TB) of RAM

IMPORTANT: Unified ICM/CCE is qualified to work only on a standard packaged installation of Microsoft Windows Server 2008 R2 (Standard or Enterprise). Cisco does not support Unified ICM/CCE on a customized Windows image (for example, a corporate image). Using a customized image of the Windows operating system can cause the Unified ICM/CCE application to fail.

Microsoft Windows Active Directory (top)

Cisco Unified ICM and Unified CCE support Microsoft Windows Active Directory on Windows Server 2003, 2008, and 2012.

Microsoft SQL Server 2008 R2 (top)

Microsoft SQL Server 2008 R2 Standard Edition

• CPU: Supports up to four processors on one server
• RAM: No operating system maximum
• SP2
• SP3

Microsoft SQL Server 2008 R2 Enterprise Edition

• CPU: No operating system maximum
• RAM: No operating system maximum
• SP2
• SP3

Microsoft Windows and Microsoft SQL Server Localization Support (top)

The following table lists supported localized versions of Microsoft Windows Server and SQL Server that can be used with Cisco Unified ICM/Unified Contact Center Enterprise and Hosted system components.

Microsoft Windows Server 2008 R2	Microsoft SQL Server 2008 R2	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 2008 (listed in the Microsoft SQL Server 2008 R2 column) for a particular language listed in the Microsoft Windows Server 2008 R2 column, use the English SQL Server 2008 with the applicable setting listed in the SQL Collation Setting column.

Cisco Unified Contact Center Enterprise and Cisco Packaged Content Center Enterprise both support multilingual versions of Microsoft Windows Server 2008 R2 (English Windows Server 2008 with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server 2008 R2, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

English SQL Server 2008 must be used on multilingual versions of the Microsoft Windows Server 2008 R2 environment. Following are two valid examples of supported multilingual environments:

• English Windows Server 2008 with Japanese Windows language pack installed, and English SQL Server 2008 with Japanese SQL Collation Setting.
• English Windows Server 2008 with Russian Windows language pack installed, and English SQL Server 2008 with Cyrillic_General SQL Collation Setting.

Transport Layer Security (TLS) (top)

All VOS based components (Finesse, Unified Intelligence Center, Live Data, and SocialMiner) support TLS 1.0 and 1.1.

Java Requirements (top)

Unified CCE Release 10 installs with 32 bit Java 6 Update 30 and can be upgraded to the latest Java 6 Update. Java 7 is not supported.

Operating System and Database Requirements (top)

The following table presents operating system requirements that are specific to the Unified ICM/CCE server type. The next table covers Unified ICM/CCE servers and client desktop deployments that require special consideration.

Operating System and Database Requirements, Unified ICME/ICMH/CCE/CCH

Unified ICM/CCE Server	Microsoft Windows Server 2008 R2	MS SQL Server 2008 R2
ICM Router NAM Router CICM Router	√	—
Progger (Unified CCE)	√	√
Rogger (Unified CCE)	√	√
NAM Rogger (Unified CCH)	√	√
Administration & Data Server	√	√
All PGs; includes: CCE Agent PG TDM ACD PG VRU PG MR PG Outbound Option Dialer	√	—*
Unified CC Enterprise Gateway PG	√	—
Sigtran Gateway	√	—
ICM Logger NAM Logger CICM Logger	√	√
HDS & DDS	√	√

Note: * SQL Server is not required unless CAD is installed.

Special Considerations (OS and DB Requirements), Unified ICME/ICMH/CCE/CCH

Unified ICM/CCE Server	Operating System Requirements
Administration Client	Requires Windows 7, Windows XP SP3, or Windows Server 2008 R21.
CUIC Client	See the Cisco Unified Intelligence Center documentation.
CTI OS Desktops	See CTI Supported Platforms.
CTI OS	See CTI Supported Platforms.

¹Unified CCE release 10.0(2) ES 21 supports Administration client on Windows 2008 R2. You need to download the latest Unified CCE 10.0(1) Administration client installer and install it along with the Unified CCE 10.0(2) MR Patch.

CTI Supported Platforms (top)

CTI Option	Operating System
	Server Platform	Client Platforms
	Microsoft Windows Server 2008 R2 (SP1)	Windows XP Professional; SP2	Windows XP Professional; SP3	Windows 7 (Pro, Enterprise, and Ultimate)1	Mac OS X
CTI OS Server	√	—	—	—	—
Cisco Data Store	√	—	—	—	—
Silent Monitor Server (standalone)	√	—	—	—	—
Silent Monitor Service for Unified CC Toolkit	—	√	√	√	—
CTI Driver for Siebel	√	—	—	—	—
CTI OS - CTI toolkit Supervisor Desktop	—	√	√	√	—
CTI OS - CTI toolkit Agent Desktop	—	√	√	√	—
CTI OS - CTI toolkit Combo Desktop .NET	—	√	√	√	—
CTI OS - Custom Apps using C++ or COM CIL	—	√	√	√	—
CTI OS - Custom Apps using Java CIL	—	√	√	√	√ (V5.0)
CTI OS - Custom Apps using .NET CIL	—	√	√	√	—
CTI OS - Monitor Mode Apps using C++, COM, or .NET CIL	—	√	√	√	—
CTI OS - Monitor Mode Apps using Java CIL	—	√	√	√	√ (V5.0)
CAD	√	√	√	√	√ (v4.0 or 5.0)
Cisco Finesse	—	—	√	√	√

¹Any customizations to the CTI OS toolkit must be compiled under the development environment supported in Release 10.0(1)and then deployed on Windows 7. For further information, refer to the CTI OS Developer Guide. You can move existing customized CTI OS desktops from Windows 2012 to Windows 7 without the need for recompilation. Windows Server 2008 is not supported.

Supported Third-Party Software (top)

Function	Software
Remote Administration	For Remote Desktop usage information, see the "Remote Administration” section in Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
Antivirus Software	McAfee Virus Scan Enterprise 8.8i Symantec Endpoint Protection 11.0/12.1 Trend MicroServerProtect Version 5.7/5.8

Unified CCE Release 10.0.(x) Supported Browsers (top)

Release 10.0(1) components support:

• Internet Explorer 9.0
• Firefox24 and higher (we make every effort to test and support the most recent versions of Firefox)

In addition to the browsers listed above, Release 10.0(2) ES 20 supports Internet Explorer 11 for the following web tools:

• Web Setup
• Admin Client Setup Tool
• Unified CCE Administration tools for supervisors (for agent reskilling)

Exceptions to the browser compatibility are:

• Reskilling Tool (does not support Firefox)
• Web Setup (does not support Firefox)
• Admin Client Setup Tool (does not support Firefox)

Unified CCE Parent / Child PG Compatibility(top)

Release	Parent PG 8.5(x)	Parent PG 9.0(x)	Parent PG 10.0(x)
Child PG 8.5(x)	Yes	Yes	Yes
Child PG 9.0(x)	Yes	Yes	Yes
Child PG 10.0(x)	Yes	Yes	Yes

Central Controller Backward Compatibility(top)

CentralController	PG	PG + CAD
10.0	9.0	9.0
10.0	8.5	8.5

Note: Backward compatible PGs are intended to be supported during the transition when you upgrade the Central Controller and PGs to the same version.

Note: MR PG and Dialer must be at the same version.

Note: For Outbound deployments, ES18 must be installed with UCCE 8.5(4) to work with Central Controller 9.x and 10.x.

NAM/CICM Compatibility(top)

NAM Version	CICM Version
10.0	9.0
10.0	8.5

Note: The columns can be switched for forward compatibilty. For example, CICM at 10.0 and NAM at 9.0 is a supported configuration.

VDI & Cisco VXI Support(top)

Cisco Client Type	Version	Virtual Desktop Infrastructure	OS Compatibility	Cisco VXI Clients
CTI-OS Clients (All CILs)	8.5(x), 9.0, 10.0(1)	VMWare View 4.6, 5.0	Windows 7 32 bit - Supported Windows 7 WoW64 - Supported Windows XP 32 bit - Supported	VXC 2100 - N/A VXC 2200 - N/A VXC 2111 - Supported with Cisco Unified IP Phone 8961, 9951, and 9971 VXC 2211 - Supported VXC6215 - Supported with deskphone only
CTI-OS Clients (All CILs)	8.5(x), 9.0, 10.0(1)	Citrix XenDesktop 5.0, 5.5 or 6.0	Windows 7 32 bit - Supported Windows 7 WoW64 - Supported Windows XP 32 bit - Supported	VXC 2100 - Supported with Cisco Unified IP Phone 8961, 9951, and 9971 VXC 2200 - Supported VXC 2111 - N/A VXC 2211 - N/A VXC6215 - Supported with deskphone only
CTI-OS Clients (All CILs)	8.5(4), 9.0(2), 10.0(1)	Citrix XenDesktop 5.0, 5.5, 6.0, 6.5	Windows 7 32 bit - Supported Windows 7 WoW64 - Supported Windows XP 32 bit - Supported	VXC 2100 - Supported with Cisco Unified IP Phone 8961, 9951, and 9971 VXC 2200 - Supported VXC 2111 - N/A VXC 2211 - N/A VXC6215 - Supported with deskphone only
Cisco Finesse	10.0(1)	VMware View 4.6, 5.x	Windows 7 (32 bit, 64 bit, and WOW64) Windows XP	VXC 2100 - N/A VXC 2200 - N/A VXC 2111 - Not Supported VXC 2211 - Supported VXC6215 - Supported with deskphone only
Cisco Finesse	10.0(1)	Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, 7.0, 7.1	Windows 7 (32 bit, 64 bit, and WOW64) Windows XP	VXC 2100 - Not Supported VXC 2200 - Supported VXC 2111 - N/A VXC 2211 - N/A VXC6215 - Supported with deskphone only
Cisco Agent Desktop (CAD)	All	Not Supported	Not Supported	Not Supported

Note:

• UCM Silent Monitoring is the only type of Silent Monitoring that is supported with VXI/VDI.
• Desktop solutions are supported on PC-like devices only that utilize a keyboard and mouse (no tablets or mobile devices supported at this time).
• The customer is not required to use Cisco VXI endpoints in a VDI solution. The customer can use any VDI endpoint that supports the specific Citrix or VMWare VDI solution versions supported by Cisco. The customer is responsible for ensuring that bandwidth and any other deployment considerations ensure that the solution can meet the performance and timing requirements of CTI-OS.
• For information about CAD with thin client and virtual desktop environments, see the Integrating CAD with Thin Client and Virtual Desktop Environments document.
  
• 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.
  

Application Virtualization(top)

Windows Server 2008 R2 (SP1)

Cisco Client Version	CCE Version	Citrix/XenApp	Remote Desktop Services platform
CTI-OS Clients (All CILs)	10.0(x)	XenApp 6.0	Windows Server 2008 R2 (SP1)

Siebel Compatibility(top)

Cisco Siebel Driver	Siebel Release
10.0(1)	8.1(x)

ICM-to-ICM Gateway Compatibility (top)

ICM1	ICM2
10.0	9.0
10.0	8.5

Note: The columns can be switched for forward compatibility. For example, ICM2 at 10.0 and ICM1 at 9.0 is a supported configuration.

Other Product Sets
(top)

Unified ICM ACD 10.0 Product Sets (top)

Aspect Call Center w/CMI(top)

Switch Version	CMI (Contact Server)	ICM 10.0	Notes
v8.02	CMI v5.1.1
v8.3	CMI v5.1.2
v8.3	CMI v5.2
v8.4	CMI v5.2		Aspect 8.4 and CMI 5.2 are End of Support (EOS) by Aspect.
v9.0	CMI v5.2		Aspect 9.0 and CMI 5.2 are EOS by Aspect.
v9.1 (Win2k3)	CMI v5.2		Aspect 9.1 and CMI 5.2 are EOS by Aspect.
v9.1.1	CMI v5.2		Aspect 9.1.1 and CMI 5.2 are EOS by Aspect.
v9.2	CMI v5.2
v9.2	CMI v6.2.1
v9.3 1	CMI v5.2
v9.3	CMI v6.2.1
v9.3	CMI v6.3
v9.3	CMI v6.4	Yes	CMI v6.4 is supported only on Win2k8.

¹ICM supports four-digit Application IDs and CCT with Aspect Switch Version 9.3 from 7.5(9) onwards in the 7.5(x) stream and 8.0(2) onwards in the 8.(x) stream.

Note: DataInterLink with Application Bridge 6.0 is supported for all versions of ICM.

Avaya (top)

When reviewing the support details in the Avaya matrixes below, consider the following notes and special considerations related to Avaya support:

• 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 currently does not support more than 12000 active associations on a single system.
• All CMS versions are supported as long as a supported RTA is being 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.
• MAPD is EOL from June 2008.
• Support for third-party ACD clients, SDKs, and interfaces integrated with ICM ends when the third-party ACD manufacturer ends mainstream support.
• Ten-digit Agent extension and Agent ID are supported from ICM 9.0(3) and higher that has ACM 6.2 and higher; AES 6.2 and higher; and CMS R16 with RTA 6.0 pl: 13g.

Avaya CMS RTA Support Matrix (top)

RTA Version	ICM 10.0
4.1	No
4.5	No
4.6.1	No
4.6.2	No
4.6.4	No
4.6.5	No
4.7.3	No
4.8.1	No
5	No
5.0.5	No
5.0.5e	No
6.0(x)	Yes
6.0 Extended	No

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

AES (CVLAN) Server	CVLAN Client Supported	ICM 10.0	Notes
6.3	4.1.0 4.2.2 6.1	Yes

Avaya Aura Communications Manager Support Matrix (top)

ACD Version 1	ICM 10.0	Notes
ACM 2.2.2	No
ACM 3.02	No
ACM 3.1.0	No	No support due to Avaya regression fix being provided with 3.1.1.
ACM 3.1.1.628.7 Patch 11761	No	Supported with both AES 3.0 & AES 3.1 in CMS environments. No support in CMS-less with AES.
ACM 3.1.2	No	Supported only in a CMS environment.
ACM 3.1.3	No	Supports both CMS and CMS-Less configurations.
ACM 3.1.4	No
ACM 3.1.5	No
ACM 4.02	No
ACM 4.0.1	No
ACM 4.0.3	No
ACM 4.0.4	No
ACM 5.0	No
ACM 5.1	No
ACM 5.1.2	No
ACM 5.2	No
ACM 5.2.13	No
ACM 6.0	No
ACM 6.2	No
ACM 6.3	Yes

¹Major ACD versions not listed here should be considered unsupported by Cisco.
²Avaya CM 4.x supports both MAPD and AES. However, MAPD is supported only up to ICM 7.2.4.
³Processor Ethernet is supported with AES 5.2.1 and ACM 5.2.1.

Avaya ARS Support Matrix (top)

ACD Version1	ICM 9.0
4.0	No
4.0.1	No
4.0.3	No
4.0.4	No
5.0	No
5.1	No
5.1.2	No
5.2.1	No

¹Major ACD versions not listed here should be considered unsupported by Cisco.

Avaya/Nortel (top)

Caveats and special considerations apply with regard to support of this vendor's ACD/Switch types. Consider the following notes as you review the supported matrixes described below:

• Cisco currently supports only select Succession platforms with Symposium. (See the following chart for details.)
• SEI Lite integration is available for select ICM versions. The Cisco Automated Administrator for Symposium is required in order to integrate SEI Lite on ICM versions 5.0 and higher. (See the following chart for details.)
• Cisco does not support more than one PG pair connected to a single Symposium server.
• Customers who need to obtain the SCCS Toolkit must request this from Cisco. Please send an email to icm-nortelpg-sdk@cisco.com, and include the following information:
  • Customer name
  • Maintenance contract number
  • ICM version
  • PG version
  • Number of PGs

Nortel SDK (top)

ACD Version1	Notes
Nortel SDK 5.0 (with SCCS 5.0 and NCCM 6.0)	From September 2008, no further support from Nortel will be provided for SCCS 5.0.
Nortel SDK 6.0 (with NCCM 6.0, NCCM 7.0, and AACC 6.0)	HDX 6, RTD 6 must be installed on the PG. Note: SDKs are not integrated with ICM.

Note: Nortel Contact Center Manager (NCCM), earlier known as Symposium (SCCS), has now been renamed as Avaya Aura Contact Center (AACC).

CTI Support for ACD Types (top)

ACD Vendor	ACD Model	CTI Server Protocol Support	CTI OS Support
Alcatel	4400 ACD w/CSTA-2	Yes	Yes
Aspect	Contact Server	Yes	Yes
Avaya	Avaya Communication Manager driven by Avaya S8300, S8400, S85xx, S87xx, and S88xx Servers	Yes	Yes
Cisco	IPCC	Yes	Yes
Nortel	DMS -100	Yes	No
Nortel	DMS -500	Yes	No
Nortel	SL - 100	No	No
Nortel	Symposium	Yes	Yes
Rockwell	Galaxy	No	No
Aspect	Spectrum w/ LAN Transaction Link	Yes	Yes
Aspect	Spectrum w. X.25 Transaction Link	Yes	Yes