Unified CCE Solution Compatibility Matrix for 11.6(x)

 

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Go to: Cisco 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, Unified Intelligence Center, and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for the Cisco Unified CCE 11.6(x) release. 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.

Contents

 

Cisco Unified CCE 11.6(x) Solution (top)

Central Controller version 11.6(x)
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
Email
(ECE)
Unified
Contact
Center
Management
Portal
(CCMP)
Unified
IP Interactive
Voice
Response
(IP IVR)
Identity Server
(Standalone)
PG CTI
Server

 12.5(1)

12.0(1)

11.5(1)

11.0(1a)

10.5(2)

 

12.6(1)
12.5(1)
12.0(1)
11.6(1)

11.6(x)

12.6(1)
12.5(1)
12.0(1)
11.6(1)

12.6(1) 12.5(1) 12.0(1)
11.6(1) 11.5(1) 11.0(1)

12.6(1)
12.5(1)
12.0(1)
11.6(1)
 

 

11.6(1)

11.6(1)

11.5(1)

11.6(1)

11.6(1)
11.6(2)

12.6(1)
12.5(1)
12.0(1)
11.6(1)

12.6(1)
12.5(1)
12.0(1)
11.6(1)

11.6(1)

12.6(1)
12.5(1)
12.0(1)
11.6(1)


Notes:

 

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
ASR 1001
ASR 1002X
ASR 1004 with RP2
ASR 1006 with RP2
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
IOS XE 16.12
Universal No Yes Yes
CSR 1000v IOS XE 16.3.3
IOS XE 16.6
IOS XE 16.9
IOS XE 16.12
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(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
IOS XE 16.9
IOS XE 16.12
Universal No Yes Yes

Additional Notes:

IOS Versioning Key, using 15.1(4)M3 and 15.1(4)T1 as examples:

 

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:

Unified CCE solution supports CUSP 10.0(x), 10.1(x), and 10.2(x) only in non-secure mode.

 

Endpoints for Agents and Callers (top)

Endpoint Voice &
Finesse Desktop
Video RSM
(UCCE Only)
Unified CM
Silent
Monitor
BIB-based
Recording
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 Yes No Yes Yes Yes Yes No

7821, 7841, 7861

Yes No Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes
Audio only

7925G, 7925G-EX

Yes No Yes No No No No No No N/A No No No

7942G, 7945G, 7962G, 7965G, 7975G

Yes No Yes Yes Yes Yes Yes No Yes No Yes Yes No
8811, 8821, 8841, 8851, 8851NR, 8861 Yes No Yes 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 Yes
Audio only

8941, 8945

Yes Yes Yes Yes Yes Yes Yes No No No No Yes No
8961 Yes Yes Yes Yes Yes Yes Yes No No Yes No Yes No

9951, 9971

Yes Yes Yes Yes Yes Yes Yes No No Yes No Yes No

C40, C60, C90 Telepresence

Yes Yes No 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 Yes No No Yes Yes No

EX60, EX90

Yes Yes No No No No No No No Yes Yes Yes No
Jabber for Mac Yes Yes Voice only Voice only Yes No Yes No No No Yes Yes Yes
Jabber for VDI Yes No No No No No No No No No No No Yes
Jabber for Windows Yes Yes Voice-only Voice-only Yes Yes Yes No No No Yes Yes Yes
Webex for Mac OS/Windows Yes Yes No Yes Yes No No No No Yes Yes Yes Yes

MX300 G2, MX700, MX800 Telepresence

Yes Yes No No No No No No No Yes Yes Yes No

SX10, SX20, SX80 Telepresence

Yes Yes No No No No No No No Yes Yes Yes No

Notes:

Endpoints Supported for Callers Only(t

Callers outside of the enterprise's network can use the following endpoints:

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:

Microsoft AD FS (Active Directory Federation Services)

2.0, 2.1, and 3.0

PingFederate

8.2.2.0

OpenAM

10.0.1

Shiboleth

3.3.0

F5

13.0

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 Unified CCE 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 UCCE, 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.

For ECE:

Supported Third-Party Software (top)

Function Software
Remote Administration For Remote Desktop usage information, see the Remote Administration section in the Security Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Antivirus Software
  • McAfee Virus Scan Enterprise 8.8 Patch 9
  • Symantec Endpoint Protection 14
  • Trend Micro Deep Security 10.1

Note: Ensure that you follow the antivirus guidelines specified in the Antivirus Guidelines section in Security Guide for Cisco Unified ICM/Contact Center Enterprise, at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

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 Unified Communications in a Virtualized Environment wiki page.

Notes:

 

Microsoft .Net Framework (top)

Unified CCE Release 11.6(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)

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)
MicrosoftWindows 10 (64-bit)
Microsoft Windows 8.1 (64-bit)
Microsoft Windows 7 (64-bit
Enterprise, Professional,
Ultimate)
MicrosoftWindows Server 2012 R2
Microsoft Windows 10
Microsoft Windows 8.1 (Enterprise,
Professional)
Microsoft Windows 7 SP1 (Enterprise,
Professional, Ultimate)
Microsoft Windows 7 (Enterprise,
Professional, Ultimate)
Microsoft Windows 7 (Enterprise,
Professional, Ultimate)
Applies to ICM and System PG only

Notes:

 

Server Operating Systems (top)

UCCE, ICM, System PG Enterprise Chat and Email
(ECE)
Unified CVP Unified CCMP Silent Monitor Server
(Standalone)
CTI OS Server
Microsoft Windows 2012 R2 Standard and Datacenter editions
Microsoft SQL Server 2014 SP2 (or any later CU or SP)
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 Standard and Datacenter editions
Microsoft SQL Server 2014 SP2 (or any later CU or SP)
Microsoft Windows 2012 R2 Standard and Datacenter editions Microsoft Windows 2012 R2 Standard and Datacenter editions

Notes:

Java Runtime Environment (top)

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

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.

Browser Compatibility Exceptions

 

Microsoft System Software Requirements (top)

Microsoft System Software Requirements
Microsoft Windows Server 2012 R2 Standard and Datacenter editions 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 Microsoft Windows image (for example, a corporate image). If you use a customized image of the Microsoft Windows operating system, the Unified ICM/CCE application can fail.
Microsoft Windows Active Directory Cisco Unified CCE and Unified ICM supports Microsoft Windows Active Directory on Windows Server 2003, 2008, 2012, and 2016.
Active Directory 2016 is supported with Windows Server 2012 R2 as the maximum domain functional level.
Microsoft SQL Server 2014 Standard Edition
  • SP2 (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 databases larger than 750GB
Enterprise Edition
  • SP2 (and any later CUs or SPs)
  • CPU: No operating system maximum
  • RAM: No operating system maximum

Notes:

 

Microsoft Windows and Microsoft SQL Server Localization Support (top)

The following table lists the supported localized versions of Microsoft Windows Server and SQL Server to use with 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:

 

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.

  Web Interfaces Database Access   Notes
11.6 Component TLS 1.0/1.1 TLS 1.2 TLS 1.0/1.1 TLS 1.2* Ability to
Reinstate 1.0/1.1
 
PCCE X X Config  
UCCE/ICM X X Config  
  AW Distributor/HDS/Logger N/A N/A X Config  
  Internet Script Editor X N/A N/A Config  
  CCE Admin X N/A N/A Config  
  Web Setup X N/A N/A Config  
  Diagnostic Portal X N/A N/A Config  
  Live Data X X Config  
  CTIOS C++ CIL X N/A N/A Config  
  SQL Gateway - DB Lookup N/A N/A X Config  
CVP X N/A N/A Config  
VVB X N/A N/A Config CLI  
IdS X N/A N/A    
Finesse X N/A N/A Config CLI  
CUIC X X Config CLI  
ECE X X Script  
Live Data X N/A N/A Config CLI  
MediaSense X N/A N/A X  
SocialMiner X N/A N/A X  
CCMP/CCDM X X Script  
RE Mobile X N/A N/A Script  
ACD X N/A N/A X  
RSM X N/A N/A X v11                        
UCManager X N/A N/A    

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

 

Agent Desktop Supported Platforms (top)

CTI Option Platform
Windows 7
(Professional, Enterprise, and Ultimate)
Windows 10

Mac OS X
(10.10 and 10.11)

Cisco Finesse
Yes
Yes
Yes

 

Unified CCE Parent / Child Compatibility (top)

Release Parent PG 10.5(x) Parent PG 11.0(x) Parent PG 11.5(x) Parent PG 11.6(x)
Child PG 10.5(x) Yes Yes Yes Yes
Child PG 11.0(x) Yes Yes Yes Yes
Child PG 11.5(x) Yes Yes Yes Yes
Child PG 11.6(x) Yes Yes Yes Yes

 

VDI Support (top)

Cisco Client Type Virtual Desktop Infrastructure
Finesse

VMware View  5.x
VMware Horizon 6.x and 7.x
Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, and 7.x

Notes:

 

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.

Note:
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.

 

Application Virtualization (top)

Cisco Client Version Citrix/XenApp Remote Desktop Services Platform
Finesse XenApp 7.x Microsoft Windows Server 2012 R2

 

ICM-to-ICM Gateway Compatibility (top)

ICM Client ICM Server
11.6 11.6
11.6 11.5
11.6 11.0
11.6 10.5
11.5 11.6
11.0 11.6
10.5 11.6

Note: This applies for NAM/CICM compatibility also.

 

Automatic Speech Recognition - Text to Speech (top)

Category Requirements
Nuance Software

Cisco Virtualized Voice Browser (VVB) was tested for interoperability with the following Nuance components:

Nuance Recognizer 10.5 (NR10.5):

  • Voice Pack en-US for Vocalizer (Enterprise) 5.2.3.12283
  • Voice Pack en-US for Recognizer 10.0.2-10.2.0-15335
  • Nuance Recognizer 10.5.1.2015072919 x86_64 - Package revision 15210
  • Nuance Speech Server 6.5.1 - Package revision 15210
  • Vocalizer for Enterprise 6.2.1.2015060419

Nuance Recognizer 10 (NR10):

  • Voice Pack en-US for Vocalizer (Enterprise) 6.0.3
  • Voice Pack en-US for Recognizer 10.0.2-10.2.0.15335
  • Nuance Recognizer 10.2.7.2016030212 x86_64 Package revision 160622
  • Nuance Speech Server 6.2.8 - Package revision 15189
  • Vocalizer for Enterprise 6.0.2.2015082417

Note: Contact Nuance support for compatibility of later dot releases of Nuance components with Cisco VVB.

Operating System

Use vendor-recommended operating system software.

 

Load Balancers (top)

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.

 

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 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

 

Third-Party ACD (top)

Aspect Call Center with CMI (top)

Switch Version CMI (Contact Server) ICM 11.6 Notes
v9.3 CMI v6.4 Yes CMI v6.4 is supported only on Win2k8.

 

Avaya (top)

Review the following Avaya support considerations:

 

Avaya CMS RTA Support Matrix (top)

RTA Version ICM 11.6
6.0(x) Yes
6.0 Extended No

 

Avaya Communications Manager Support Matrix (top)

ACD Version ICM 11.6
ACM 6.3(x) to 8.1(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 and CVLAN/TSAPI Client Support Matrix (top)

AES Server CVLAN Client Supported TSAPI Client Supported ICM 11.6
6.3(x) to 8.1(x) Yes Yes Yes

Notes:

Avaya/Nortel (top)

These apply to the support of Avaya/Nortel's ACD switch types.

 

Avaya Aura Contact Center (top)

AACC Version ICM 11.6
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 Version ICM 11.6 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.

Notes:

 

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)

 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 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, Pixel, Pixel XL
LG G2, Optimus G3
Motorola Moto G
HTC One M7, M8, One Max
HP Slate 7, 8, and 10

Additional Notes:

 

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 48+ 62 No
  • Windows
  • OSX
  • Linux
  • Chromebook
Mozilla Firefox 45+ ESR 57 No
  • Windows
  • OSX
  • Linux
Microsoft Internet Explorer 11 11 Yes Windows
Apple Safari 8+ 10.1.2, 11.0 Yes

OSX

Microsoft Edge 20.10240+ 38, 40 No
  • Windows 10 Co-browsing only support from 20.10240 (EdgeHTML 12.10240).
  • Voice and Video support from 40.15063 (EdgeHTML 15.15063).
Opera 28+ 46 No
  • Windows
  • OSX
  • Linux

Note:

Mobile Browser Support for REM Customers (top)

Browser Supported Version Verified Against Plug-in Required Platform / Operating System
Google Chrome 48+ 62 No

 Android co-browsing only

Apple Safari 8+ 10.1.2, 11.0 No

iOS co-browsing only