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CCE Solution Compatibility Matrix for 11.5(x)
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Unified Contact Center Enterprise 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 (Unified Intelligence Center), and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for Cisco Unified Contact Center Enterprise 11.5(1). 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.
Note:
The Compatibility Matrix specifies all supported third-party softwares (like Avaya, Nortel, and VMware) and its versions. Support for these software versions and their interoperability depends on the release cycles (patches and upgrades) of the third-party software. For example, support for ESXi depends on VMware release cycles.
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 (Standalone) |
Unified Intelligence Center (Coresident) |
Live
Data (Standalone) |
MediaSense | Remote Expert Mobile (REM) |
SocialMiner | Enterprise Chat and (ECE) |
Remote Silent Monitor (RSM) |
Unified Contact Center Management Portal (CCMP) |
Unified IP Interactive Voice Response (IP IVR) |
Identity
Server (Standalone) |
|
PG | CTI Server |
|||||||||||||||
11.5(1) |
12.0(1) 1 |
11.5(1) |
12.0(1) |
12.0(1) |
12.0(1) 2 11.5(1) 11.0(1) |
11.5(1) |
11.5(1) |
11.5(1) |
11.6(1) |
11.5(1) |
11.6(1) |
11.0(1) |
12.0(1) |
11.5(1) |
11.5(1)
|
Notes:
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 1001 |
IOS XE 3.10 IOS XE 3.13 IOS XE 3.16 IOS XE 16.3.3 IOS XE 16.6 IOS XE 16.9 |
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)M1 15.7(3)M1 |
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:
Supported Versions: Cisco Unified SIP Proxy 8.5(x), 9.0(x), 9.1(x) and later maintenance releases.
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 | Yes | Yes | Voice only | Voice only | No | Yes | No | No | No | Yes | Yes | No |
Jabber for VXME | Yes | No | Voice only | Voice only | No | Yes | No | No | No | Yes | Yes | No |
Jabber for Windows | 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:
Callers outside of the enterprise's network can use the following endpoints as part of Video Contact Center with Jabber Guest:
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 AD FS in Windows Server 2012 R2 as its identify provider for single sign-on (SSO).
AD FS in Windows Server 2012 R2 is the minimum supported version for the Unified Contact Center Management Portal.
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 Unified CCE 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 only work on a retail installation of the Microsoft Windows Server 2012 R2, Standard and Datacenter editions. 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:
These are the supported localized versions of Microsoft Windows Server and SQL Server to use with the Cisco Unified ICM and 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 |
Notes:
For UCCE 11.5, these solutions and components support Transport Layer Security (TLS) for HTTPS communication with their web clients.
TLS 1.0, 1.1, and 1.2 is enabled by default for most.
Web Interfaces | Database Access | Notes | ||||
---|---|---|---|---|---|---|
11.5 Component | TLS 1.0/1.1 | TLS 1.2 | TLS 1.0/1.1 | TLS 1.2* | ||
PCCE | ✔ | ✔ | ✔ | ✔ | ||
UCCE/ICM | ✔ | ✔ | ✔ | ✔ | ||
AW Distributor/HDS/Logger | N/A | N/A | ✔ | ✔ | ||
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 | ||
Live Data | ✔ | ✔ | ✔ | X | ||
CTIOS C++ CIL | ✔ | ✔ | N/A | N/A | ||
SQL Gateway - DB Lookup | N/A | N/A | ✔ | X | ||
CVP | ✔ | ✔ | N/A | N/A | ||
VVB | X | ✔ | N/A | N/A | ||
IdS | X | ✔ | N/A | N/A | New | |
Finesse | ✔ | ✔ | N/A | N/A | ||
Unified Intelligence Center | ✔ | ✔ | ✔ | X | ||
ECE | ✔ | ✔ | ✔ | X | ||
Live Data | ✔ | ✔ | N/A | N/A | ||
MediaSense | X | ✔ | N/A | N/A | ||
SocialMiner | ✔ | ✔ | N/A | N/A | ||
CCMP/CCDM | ✔ | ✔ | ✔ | X | ||
RE Mobile | ✔ | ✔ | N/A | N/A | ||
ACD | ✔ | X | N/A | N/A | ||
RSM | ✔ | X | N/A | N/A | v11 | |
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.
CTI Option | Platform | ||
---|---|---|---|
Windows 7 (Pro, Enterprise and Ultimate) |
Windows 10 |
Mac OS X (10.10 and 10.11) |
|
Cisco Finesse |
Yes
|
Yes
|
Yes
|
Release | Parent PG 10.5(x) | Parent PG 11.0(x) | Parent PG 11.5(x) |
---|---|---|---|
Child PG 10.5(x) | Yes | Yes | Yes |
Child PG 11.0(x) | Yes | Yes | Yes |
Child PG 11.5(x) | Yes | Yes | Yes |
Cisco Client Type | Virtual Desktop Infrastructure |
---|---|
Finesse |
VMware View 4.6, 5.x and 6.0 |
Notes:
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.
Note: 1. ESXi 5.1 is supported only for backward compatibility while upgrading to Unified CCE 11.(x). After fully upgrading your Unified CCE solution, upgrade ESXi to a fully supported version.
Cisco Client Version | Citrix/XenApp | Remote Desktop Services Platform |
---|---|---|
Finesse | XenApp 7.5, 7.6, 7.7, 7.8, 7.9, and 7.11 | No |
ICM Client | ICM Server |
---|---|
11.5 | 11.0 |
11.5 | 10.5 |
11.0 | 11.5 |
10.5 | 11.5 |
Note: This applies for NAM/CICM compatibility also.
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. |
These Cisco 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 for upgrades only, as explained in Cisco ACE 4710 Application Control Engine.
Third-party load balancers must meet these 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 UCCE 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 |
Switch Version | CMI (Contact Server) | ICM 11.0 | Notes |
---|---|---|---|
v9.3 | CMI v6.4 | Yes | CMI v6.4 is supported only on Win2k8. |
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 (x) to 7.1 (x) | Yes |
Note: Avaya Product Support Notice patch PSN020249u is required for ACM 7.0(x) and above. For details, see the Product Support Notice at: https://downloads.avaya.com/css/P8/documents/101020687.
AES Server | CVLAN Client Supported | TSAPI Client Supported | ICM 11.5 |
---|---|---|---|
6.3 (x) to 7.1(x) | Yes | Yes | Yes |
Note: Since Avaya no longer supports CVLAN, you must migrate to the TSAPI client.
These apply to the support of Avaya/Nortel's ACD switch types.
AACC Version | ICM 11.5 |
---|---|
6.0 | Yes |
6.4 | Yes |
Note: The Automated Administrator for Symposium (AAS) feature is not supported with AACC 6.4.
ACD Version1 | ICM 11.5 | Notes |
---|---|---|
Nortel SDK 5.0 (with SCCS 5.0 and NCCM 6.0) | No | As of September 2008, Nortel does not provide support for SCCS 5.0. |
Nortel SDK 6.0 (with NCCM 6.0, NCCM 7.0 and AACC 6.0) | Yes | For HDX 6, you must install RTD 6 on the PG.
Note: SDKs are not integrated with ICM. |
1Cisco does not support any major ACD version not shown in this matrix.
Note: Nortel Contact Center Manager (NCCM), earlier known as Symposium (SCCS), was renamed to Avaya Aura Contact Center (AACC).
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 | IPCC1 | Yes | Yes |
Avaya | AACC | Yes | Yes |
1CTI 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.
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, iPad Mini 4 |
iPhone | iPhone 4S, iPhone 5, iPhone 5C, iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 7, iPhone 7 Plus, iPhone 8, iPhone 8 Plus, iPhone X |
iPod Touch | iPod Touch 5th Generation |
Additional Notes:
Android Vendors | Models |
---|---|
Samsung | Galaxy S4, S4 Mini, S5, S5 Mini, S6 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.