Unified CCE Solution Compatibility Matrix for 11.0(x)

Contents 1 Unified CCE 11.0(1) Solution 2 Cisco Gateway Hardware and Software 2.1 Cisco Unified SIP Proxy 3 Endpoints for Agents and Callers 3.1 Endpoints Supported for Callers Only 4 Supported Third-Party Software 4.1 Client Operating Systems 4.2 Server Operating Systems 4.3 Java Runtime Environment (JRE) Requirements 4.4 Supported Browsers 4.5 Microsoft System Software Requirements 4.6 Microsoft Windows and Microsoft SQL Server Localization Support 4.7 Transport Layer Security (TLS) 5 Agent Desktop Supported Platforms 6 Unified CCE Parent / Child Compatibility 7 VDI Support 8 VMware ESXi Compatibility 9 Application Virtualization 10 ICM-to-ICM Gateway Compatibility 11 Automatic Speech Recognition-Text to Speech 12 Load Balancer 13 Cisco PGW Softswitch Support 14 Aspect Call Center with CMI 15 Avaya 15.1 Avaya CMS RTA Support Matrix 15.2 Avaya Communications Manager Support Matrix 15.3 Avaya ARS Support Matrix 16 Avaya/Nortel 16.1 Avaya Aura Contact Center 16.2 Nortel SDK 17 CTI Support for ACD Types 18 Remote Expert Mobile 18.1 Apple iOS Device Support for REM 18.2 Android Device Support for REM 18.3 Jabber System Requirements for REM Agents 18.4 Browser Support for REM Customers

 

Unified CCE 11.0(1) Solution (top)

Central Controller version 11.0(1)
Unified Communications Manager (CUCM)	Unified CCE Components			Cisco Agent Desktop	CTI OS Desktop	Finesse	IP-IVR	Unified CVP	Unified Intelligence Center	Unified WIM Unified EIM	Remote Silent Monitor (RSM)	Unified CCMP	Remote Expert Mobile (REM)	SocialMiner	MediaSense	Virtualized Voice Browser (VVB)
	PG	CTI Server	CTIOS Server
11.0(1a) 10.5(2) 10.0(1)	11.0(1)			10.0(2)	11.0(1) 10.5(x) 10.0(x)	11.6(1) 11.5(1) 11.0(1)	11.0(1)	11.6(1) 11.5(1) 11.0(1)	11.6(1) 11.5(1) 11.0(1)	11.0(1)	11.0(1)	11.6(1) 11.5(1) 11.0(1)	11.5(1) 11.6(1)	11.0(1)	11.0(1)	11.6(1) 11.5(1)

Notes:

• Upgrade all the solution components to experience the new features delivered as part of a particular solution release version. Upgrading only the component that delivers the new feature may not be sufficient in all cases. 
• Unified CCE Components: The PG (peripheral Gateway), CTI (Computer Telephony Integration) Server, and CTI OS server must all be at the same major version as the Central Controller.
• Unified CCE Components: During an upgrade, a Central Controller running at 11.0(1) will support PGs running at 10.0(x) and 10.5(x).
• Unified CCE Components: The PG needs to be at an equal or higher maintenance release than the CTI Server. The CTI Server needs to be at a equal or higher maintenance release than the CTI OS Server and the CAD Server. The CTI OS Server needs to be at an equal or higher maintenance release than the CAD Server.
• CTI OS Desktop: New Unified CCE 11.0(x) deployments must use Cisco Finesse. Existing deployments that are upgrading to Unified CCE 11.0 may continue to use CAD or CTI OS.
• CUIC: While CUIC real time and historical reporting support backward compatibility to Unified CCE, Release 11.0(x), Live Data later than 11.0(1) is not backward compatible. A standalone Live Data server must be at the same version as the Unified CCE central controller to be operational. The standalone Live Data server must be upgraded in the same maintenance window as the Unified CCE central controller.
• CUIC and Finesse: The platform version for Release 11.0 is 10.5.2 (SU2) (CCM_FREEZE_10_5_2_12900_14_CCT).
• SocialMiner: SocialMiner must be at the same version as Unified CCE. There is no forward or backward compatibility.
• VVB: Cisco VVB is supported with the patch CVP11.0.1_ES8.exe.
• EIM 11.0 is not supported with Cisco Finesse, Release 11.5(1) or later releases. This is because EIM 11.0 works in IE 11.0 in Compatibility View only and Finesse  Release 11.5 and 11.6 support only IE 11.0 Native mode.
• Starting with version UC 11.0(x) there is a compatibility dependency between MediaSense, Unified CM, and Finesse. See the Unified CM compatibility listed in the Cisco MediaSense Compatibilty Matrix.
• For more information on upgrade paths see the Unified CCE Contact Center Upgrade Flowcharts in the Cisco Unified Contact Center Enterprise 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 16.6 IOS XE 16.9	Universal	No	Yes	Yes
	IOS XE 3.15.1S	Universal	Yes	No	No
ISR G1 18xx, 28xx, 38xx	15.0(1)M1.2 15.1(4)M7	Advanced IP Services IP Voice	Yes	No	No
ISR G2 29xx, 39xx, 39xxE	15.1(4)M7	Universal	Yes	No	No
	15.2(4)M4 15.3(3)M3 15.4(3)M2	Universal	Yes	No	Yes
	15.5(2)T1 15.5(3)M1 15.6(1)T0a 15.6(2)T	Universal	Yes	Yes	Yes
ISR G3 43xx (4321,4331,4351) ISR G3 44xx (4431,4451)	IOS XE 3.13 IOS XE 3.15.1S IOS XE 3.16 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.
• 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.
• There is an outstanding defect for IOS XE 3.15.1S. For more information, see the defect details for CSCuv91316.

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.

 

Cisco Unified SIP Proxy (top)

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

 

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	No	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
EX60, EX90	Yes	Yes	No	No	No	No	No	No	Yes	Yes	Yes	No
Jabber for Mac 9.6 to 11.x	Yes	Yes	Voice only	Voice only	No	Yes	No	No	No	Yes	Yes	No
Jabber for VXME 9.7 to 11.x	Yes	No	Voice only	Voice only	No	Yes	No	No	No	Yes	Yes	No
Jabber for Windows 9.7 to 11.x	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: 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 and local CTI ports (LCP) for Mobile Agent.
• 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: Unified CCE 11.6 supports Cisco IP Communicator version 8.6(4). 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 are not supported by Cisco Agent Desktop (CAD).
• Jabber: Jabber for Windows, Mac and VXME use voice only for RSM and Unified CM Silent Monitor.
• 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.

 

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

 

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 12.1.4 Trend Micro Office Scan 11.0 Trend Micro Deep Security 9.0 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 please check the Cisco Collaboration Virtualization wiki page.

Notes:

• Windows Server 2012 R2, which is supported from Unified CCE 11.0(1) onward, comes with pre-installed .NET version 4.5.1. Because .NET 4.5.1 is no longer supported by Microsoft, Unified CCE 11.0(2) supports .NET version 4.5.2. The .NET version 4.5.2 has to be installed manually.
• Unified CCE Installer 11.0(3) installs .NET version 4.5.2 and supports .NET version 4.7. The .NET version 4.7 has to be installed manually.
• Unified CCE Administration client 11.0(1) installs .NET version 4.0 on Windows 7 and .NET version 4.5.1 on Windows 8/Windows Server 2012 R2 system.
• Unified CCE Administration client 11.0(2) supports .NET version 4.5.2. The .NET version 4.5.2 has to be installed manually.
• Unified CCE Administration client 11.0(3) installs .NET version 4.5.2 and supports .NET version 4.7. The .NET version 4.7 has to be installed manually.
• Upgrading third-party software that is bundled along with Unified CCE is not supported, until explicitly mentioned. For Example: Upgrading Java from 7 to 8 on ICM servers is not supported.
• For more detailed information see Cisco Customer Contact Software Policy for Use of Third-Party Software.
• Do not upgrade Apache Tomcat on UCCE servers.

Client Operating Systems (top)

Finesse	Call Studio	Administration Client	Silent Monitor Service for Unified CCE Toolkit	CTI OS Clients	Cisco Agent Desktop (CAD)
Windows 8.1 Windows 7 (Enterprise, Professional, Ultimate) Mac OS X	Windows 8.1 (32-bit) Windows 7 (32-bit Enterprise, Professional, Ultimate)	Windows Server 2012 R2 Windows 8.1 Windows 7	Windows 7 (Enterprise, Professional, Ultimate)	Windows 7 (Enterprise, Professional, Ultimate)	Windows 8.1 Windows 7 (Enterprise, Professional, Ultimate)

Notes:

• CTI OS: CTI OS Client installation is supported on Microsoft Windows Server 2012 R2 only for the application that will be published in the Citrix presentation server.
• CAD: UCCE 11.0 only supports CAD version 10.0(2).

 

Server Operating Systems (top)

UCCE, ICM, System PG	Unified CVP	Unified CCMP	Remote Silent Monitor (RSM)	Silent Monitor Server (Standalone)	CTI OS Server	Unified EIM-WIM
Microsoft Windows 2012 R2 Microsoft SQL Server 2014 SP1 CU5  (or any later CU or SP) Standard and Datacenter editions.	Windows 2012 R2	Windows 2012 R2 SQL 2014	Windows 2012 R2 SQL 2014	Windows 2012 R2	Windows 2012 R2	Windows 2012 R2 SQL 2014

Notes:

• The Unified CCE Release 11.0 solution and its components are qualified to work only on a standard packaged installation of Windows 2012 R2 (Standard and Datacenter editions). Cisco does not support a customized Windows image.
• Unified CCE is qualified with Windows Active Directory 2003, 2008, and 2012.
• Unified CCE supports multilingual versions of Windows Server 2012 R2 (English Windows Server 2012 with language packs installed).
• Use English SQL Server 2014 on multilingual versions of the Windows Server 2012 R2 environment.

 

Java Runtime Environment (JRE) Requirements (top)

Unified CCE release 11.0(1) supports the following Jave Runtime Environmet (JRE) versions.

• All Microsoft Windows based components of Unified CCE and Unified CVP Release 11.0 require 32 bit Java Runtime Environment (JRE) 7 Update 51 and later Java 7 updates.
• The older version of Java Runtime Environment (JRE) is not uninstalled from the deployment machines.
• For instructions on applying newer Java security updates, please refer to Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.0(1).

 Unified CCE release 11.0(3) installs 32 bit Java Runtime Environment (JRE) 8 Update 121 and supports later Java 8 updates.

Supported Browsers (top)

• Internet Explorer 11
• Internet Explorer 10
• Firefox 38 Extended Supported Release (ESR) and higher ESRs

Exceptions to the browser compatibility are:

• Firefox is not supported for Admin Client Setup Tool or Unified EIM and WIM all versions through Release 11.0
• Internet Explorer Metro mode is not supported
• Finesse does not support HTTP Strict Transport with Internet Explorer
• When using Internet Explorer, compatibility view is required for Unified Intelligence Center web application (CUIC logon) and EIM and WIM Agent Desktop (Finesse gadget)  
• Considerations for IE Compatibility view for Finesse gadgets: When one gadget requires compatibility view, the Finesse application and all Finesse gadgets are put into compatibility view. Finesse core gadgets, Intelligence Center permalink gadgets, Live Data gadgets and MediaSense Search and Play gadgets work in compatibility view and can co-exist with the EIM and WIM Agent Desktop. SocialMiner, MediaSense AgentInfo gadgets, and many third-party gadgets do not support compatibility view and therefore can not co-exist with EIM and WIM Agent Desktop gadgets.
• Agent’s data will not be populated in the MediaSense Search and Play gadget because the MediaSense AgentInfo gadget is not supported in IE11's compatibility view.
• Cisco Virtualized Voice Browser (VVB) supports IE 11 in compatibility mode. It does not support Firefox or Chrome.

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	SP 1, Cumulative Update 5 (and any later CUs or SPs) CPU: Limited to lesser of 4 sockets or 16 cores RAM: No operating system maximum Enterprise Edition is required for database larger than 500GB
	Enterprise Edition	SP1, Cumulative Update 5  (and any later CUs or SPs) CPU: No operating system maximum RAM: No operating system maximum Enterprise Edition is required for database larger than 500GB

Notes:

• Microsoft SQL Server is not required on PGs unless Cisco Agent Desktop is installed.
• Unified EIM and WIM 11.0(1) support Microsoft SQL Server 2012.
• Unified Intelligence Center supports Microsoft SQL Server 2008, 2012, and 2014.
• Unified Intelligence Center supports Informix 11.7 and 12.10.
• Administration Client requires Windows 7 or Windows 8.1.
• Unified CCE and Packaged CCE servers which run Microsoft Windows Server 2012 R2 are required to patch the Active Directory 2012 hotfix.
• Administration client is supported on Windows Server 2012 R2. Download the new AdminClientInstaller11.0.1a file from Cisco.com.

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 with Cisco Unified ICM/Unified Contact Center Enterprise components.

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 Unified Contact Center Enterprise supports multilingual versions of Microsoft Windows Server 2012 R2 (English Windows Server 2012 with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server 2012 R2, see the Cisco Unified Contact Center Enterprise Installation and Upgrade 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 (TLS) (top)

All VOS based components (Finesse, Unified Intelligence Center, Live Data, and SocialMiner) support TLS 1.0, 1.1, and 1.2. It is only for communication between servers and end clients of servers. It does not include communications between VOS servers and external servers. (e.g. CUIC scheduler does not support TLS/SSL/STARTTLS). TLS 1.0, 1.1, and 1.2 is enabled by default for most.

CUIC uses standard SMTP on port 25 to communicate with external SMTP servers

		Web Interfaces		Database Access		Notes
11.0 Component		TLS 1.0/1.1	TLS 1.2	TLS 1.0/1.1	TLS 1.2*
PCCE		✔	✔	✔	X
UCCE/ICM		✔	✔	✔	X
	AW Distributor/HDS/Logger	N/A	N/A	✔	X
	Internet Script Editor	✔	✔	N/A	N/A
	CCE Admin	✔	✔	N/A	N/A
	Web Setup	✔	✔	N/A	N/A
	Diagnostic Portal	✔	✔	N/A	N/A
	CTIOS C++ CIL	✔	✔	N/A	N/A
	SQL Gateway - DB Lookup	N/A	N/A	✔	X	New
CVP		✔	✔	N/A	N/A
VVB		✔	X	N/A	N/A
Finesse		✔	X	N/A	N/A
CUIC		✔	X	✔	X
EIM/WIM		✔	X	✔	X
Live Data		✔	X	✔	N/A
MediaSense		✔	X	N/A	N/A
SocialMiner		✔	X	N/A	N/A
CCMP/CCDM		✔	✔	✔	✔
RE Mobile		✔	X	N/A	N/A
ACD		✔	X	N/A	N/A
RSM		✔	X	N/A	N/A
UCManager		✔	✔	N/A	N/A	COP file to disable TLS 1.0

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

 

Agent Desktop Supported Platforms (top)

CTI Option	Server Platform
	Windows 7 (Pro, Enterprise, and Ultimate)	Windows 8.1	Mac OS X
Cisco Finesse	Yes	Yes	Yes
Silent Monitor Service for Unified CCE Toolkit	Yes	No	No
CTI OS Clients*	Yes	No	No
CTI OS - Custom Apps using Java CIL*	Yes	No	Yes
CTI OS - Monitor Mode Apps using Java CIL*	Yes	No	Yes
Cisco Agent Desktop	Yes	Yes	Yes

Note: * Installation is supported on Microsoft Windows Server 2012 R2 only for the application that will be published in the Citrix presentation server.

 

Unified CCE Parent / Child Compatibility (top)

Release	Parent PG 10.0(x)	Parent PG 10.5(x)	Parent PG 11.0(x)
Child PG 10.0(x)	Yes	Yes	Yes
Child PG 10.5(x)	Yes	Yes	Yes
Child PG 11.0(x)	Yes	Yes	Yes

 

VDI Support (top)

Cisco Client Type	Virtual Desktop Infrastructure
Cisco Finesse	VMware View 4.6, 5.x and 6.0 Horizon View 6.0 Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, 7.0, 7.1, 7.5, 7.6
CTI-OS Clients (All CILs)	VMware View 4.6, 5.0 Citrix XenDesktop 5.0, 5.5, 6.0, 6.5
Cisco Agent Desktop (CAD)	Not Supported.

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.
• Cisco Unified Contact Center Enterprise Administration is not supported on virtual desktops.
• Cisco Unified Intelligence Center (CUIC) is not validated on virtual desktops and is not currently supported, however if specific CUIC issues occur on virtual desktops and are reproducible in supported browsers (IE, Chrome, and Firefox), those issues will be addressed.

 

VMware ESXi Compatibility(top)

For information on the VMware ESXi versions compatible with Unified CCE solution components see Cisco Collaboration Virtulization at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.

 

Application Virtualization (top)

Cisco Client Version	Citrix/XenApp	Remote Desktop Services Platform
Cisco Finesse	XenApp 7.5, 7.6	No
CTI-OS Clients (All CILs)	XenApp 7.5 Enterprise Edition	Windows Server 2012 R2

ICM-to-ICM Gateway Compatibility (top)

ICM Client	ICM Server
11.0	10.5
11.0	10.0
10.5	11.0
10.0	11.0

Note: This applies for NAM/CICM compatibility also.

 

Automatic Speech Recognition-Text to Speech (top)

This section provides information on speech vendors providing Automatic Speech Recognition (ASR)/Text-to-Speech Server (TTS) that have been tested for interoperability with Unified CVP.

Category	Requirements
Nuance Software	Unified CVP 11.0(1) has been tested for interoperability with the following Nuance components: For NR10 - Nuance Recognizer 10.2.4, Voice pack for Nuance Recognizer - 10.0.0, Nuance Vocalizer 6.0.1, Voice pack for Nuance Vocalizer 6.0.1, Nuance Speech Server 6.2.4 For 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 list of enterprise Unified CCE components supports 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
• Unified EIM/WIM

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

Note: Refer to the individual component Design Guides for specific interfaces where the load balancers can be used in your deployment.

The interoperability notes and the known caveats for most commonly used third party Load Balancers like the Big-IP F5 and the Citrix NetScalar 1000v can be referred from the following locations:

• For BIG-IP F5 refer to Using F5 BIG-IP® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.
• For Citrix NetScalar 1000v refer to Using Citrix NetScaler 1000v® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.

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 SoftswitchRelease 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

Aspect Call Center with CMI (top)

Switch Version	CMI (Contact Server)	ICM 11.0	Notes
v9.3	CMI v6.4	Yes	CMI v6.4 is supported only on Win2k8.

 

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 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.
• Avaya has stopped support of the CVLAN interface in 2012, however Unified CCE still uses this interface to communicate with Avaya products.
• 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 11.0
6.0(x)	Yes
6.0 Extended	No

 

Avaya Communications Manager Support Matrix (top)

ACD Version	ICM 11.0
ACM 6.3	Yes
ACM 7.1.2	Yes

 Note: Avaya Product Support Notice patch PSN020249u is required for ACM 7.0 and 7.1.2. For details, see the Product Support Notice at: https://downloads.avaya.com/css/P8/documents/101020687.

AES Server and CVLAN Client Support Matrix (top)

AES Server	CVLAN Client Supported	ICM 11.0
6.3.3	Yes	Yes
7.1.2	Yes	Yes

 

Avaya ARS Support Matrix (top)

ACD Version	ICM 10.5
5.2.1	No

 

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.)
• 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

 

Avaya Aura Contact Center (top)

AACC Version	ICM 11.0
6.0	Yes
6.4	Yes

• Note: The Automated Administrator for Symposium (AAS) feature is not supported with AACC 6.4.

Nortel SDK (top)

ACD Version1	ICM 7.0	ICM 7.1	ICM 7.2	ICM 7.5	ICM 8.0	ICM 8.5	Notes
Nortel SDK 5.0 (With SCCS 5.0 and NCCM 6.0)	Yes	Yes	Yes	Yes	No	No	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)	No	No	Yes (From 7.2.7 onwards)	Yes	Yes	Yes	HDX 6, RTD 6 needs to beinstalled on the PG. Note: SDKs are not integratedwith ICM.

Notes:

• ACD Version: Major ACD versions not mentioned in this document should be considered unsupported by Cisco.
• 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
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
Avaya	AACC	Yes	Yes

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+	47	No	Windows OSX Linux Chromebook
Mozilla Firefox	28+	40-43	No	Windows OSX Linux
Microsoft Internet Explorer	11	11	Yes	Windows
Apple Safari	8+	8.3	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.