This compatibility matrix specifies all supported configurations and versions for Cisco Unified Contact Center Enterprise 9.0(x). 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 9.0(x) Product Sets  (top)

Notes::

• 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 at Cisco MediaSense Compatibility Matrix.
• Unified Communications Manager 9.0(x) is supported with a Unified CCE 9.0(x) Peripheral Gateway (PG) only. Unified CCE 9.0(x) Central Controller supports PGs running at the following versions for backward compatibility during upgrade: 8.0(x) and 8.5(x). For UCM compatibility for these PGs, see the UCM Compatibility Guide.
• The Agent PG (aka UCM PG), CTI Server, and CTI OS server versions must all be at the same version. Additionally, the Agent PG (aka UCM PG), CTI Server, CTI OS Server, and CTI OS desktop versions cannot be higher than the Central Controller version.
  
• The 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, CTIS Server, and CTI OS Server versions.
• You cannot do a consult/single step transfer from an agent logged into the CTI OS Agent desktop on the Tandberg EX60 and EX90 phones. Disable Agent greeting on the CTI OS desktop for these phones.
  
• When using the EX90 with Cisco Finesse, if the agent has two calls on their desktop, they need to put both calls on hold before retrieving a call otherwise a potentially unintended conference might occur. See CSCuj42828.
• CUCM 9.1(1) and 9.1(2) require UCCE 9.0(4), 9.0(3), or UCCE 9.0(2) with ES9.

Third-party Software (top)

Unless explicitly mentioned, upgrading any third-party software that is bundled along with Unified CCE is not supported. For example: Upgrading .NET framework on ICM servers is not supported.

Note: As customer, you are not allowed to upgrade Apache Tomcat on UCCE servers.

Microsoft System Software Requirements (top)

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

Microsoft SQL Server 2008 R2 Enterprise Edition

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

For additional Microsoft system software requirements, see the Hardware & System Software Specification (Bill of Materials) for Cisco Unified
ICM/Contact Center Enterprise & Hosted, available at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html.

Cisco Gateway Requirements (top)

Hardware (top)

Software (top)

Notes:

• Outbound Option SIP Dialer:
• When needed for design, requires Cisco Unified SIP Proxy Version 8.5(1) or later. Supports IOS Release as mentioned 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).
• Cisco Finesse releases earlier than 9.0(1) do not support Outbound Option. Finesse Release 9.0 (1) supports Progressive mode or Predictive mode only. Preview mode is not supported with 9.0 (1). Finesse Release 9.1 (1) supports Progressive mode, Predictive mode, or Preview mode only. Direct Preview mode is not supported with 9.1 (1). For Cisco Finesse feature information, including Outbound Option support, see the Cisco Finesse, Cisco Agent Desktop, and Cisco CTI OS Feature Comparison Guide at [[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.

UCCE Release 9.0.(x) Supported Browsers (top)

General Compatibility Notes and Limitations (top)

Unified CCE Parent / Child PG Compatibility(top)

Central Controller Backward Compatibility(top)

Notes:

• 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)

Note: The columns can be switched for forward compatibilty. For example, NAM at 8.0 and CICM at 9.0 is a supported configuration.

VDI & Cisco VXI Support(top)

Notes:

• 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 wih thin client and virtual desktop environments, see the Integrating CAD with Thin Client and Virtual Desktop Environments document.
  

Application Virtualization(top)

Windows Server 2008 R2 (SP1)

Siebel Compatibility(top)

ICM-to-ICM Gateway Requirements (top)

The following are system requirements for ICM-to-ICM Gateway.

• Both the Client ICM and Server ICM must be supported releases of Unified ICM, and they must be within one major version of each other.   If two connected ICMs are running with different releases of Unified ICM software, only the ICM-to-ICM Gateway features supported by the lowest numbered release are available.

ICM-to-ICM Gateway Client and Server Release Requirements (top)

IP Phone Support(top)

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 and Contact Center Hosted (CCH) to use any phone as an agent phone. Please consult with your Cisco Sales Engineer for additional detail on this configuration.
• The Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND) includes details about caveats and features associated with each of these specific phone devices.

Other Product Sets (top)

Unified ICM ACD 9.0 Product Sets (top)

Alcatel (top)

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

Aspect Call Center w/CMI (top)

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.

Notes:

• DataInterLink with Application Bridge 6.0 is supported for all versions of ICM.
• Aspect Call Center is supported with ICM 9.0(4) ES40.

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 is [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)

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

Note: Starting with UCCE/ICM 9.0(1), the Cisco Avaya PG is supported only on Windows 2008 R2.

Avaya Aura Communications Manager Support Matrix(top)

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)

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

Avaya Aura Contact Center (AACC), Nortel Contact Center Manager (NCCM), formerly Symposium (SCCS) (top)

¹Starting with UCCE/ICM 8.5(2), the Cisco Nortel PG is supported on both Windows 2008 R2 and Windows 2003 with AACC 6.0 only.
Prior versions of the Cisco Nortel PG are supported only on Windows 2003.
²While Cisco does not have a Nortel Meridian Option 51/61/81C in the testing environment, we do support ICM integration with these
Nortel Meridian models with CCM 5/6 since the PG to Symposium/CCM interface is tested. We have multiple customers running these
environments in production. Please note that Nortel has stopped support for CCM 5 and, therefore, our support is limited.

Nortel SDK (top)

DMS 1000 (top)

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

SL 100 (top)

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

CTI Support for ACD Types (top)