Cisco Unified Contact Center Enterprise 11.6(2)

Data Sheets

• Cisco Contact Center Enterprise 12.0 Product Line Data Sheet 16-Dec-2019
• Cisco Contact Center Enterprise 11.6 Product Line Data sheet 25-Aug-2017
• Cisco Unified Contact Center Enterprise 11.0 Data Sheet 11-Sep-2015
• Cisco Unified Intelligence Center 10.0 Data Sheet 04-Feb-2016
• Cisco Unified Contact Center Enterprise 10.0 Data Sheet 03-Feb-2016
• Cisco Unified Contact Center Enterprise 9.0 Data Sheet 15-Jan-2016
• Cisco Unified Contact Center Management Portal Data Sheet 11-Aug-2014
• Cisco Collaboration Flex Plan Contact Center Data Sheet 01-Feb-2021

End-of-Life and End-of-Sale Notices

Most Recent

• End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 12.0 25-Jan-2021
• End-of-Sale and End-of-Life Announcement for the Cisco FLEX Subscription 11.x for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and Hosted Collaboration Solution for Contact Center 25-Jan-2021
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco FLEX Subscription 11.x for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and Hosted Collaboration Solution for Contact Center 25-Jan-2021
• End-of-Sale and End-of-Life Announcement for the Cisco FLEX Subscription v12.0 for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and Hosted Collaboration Solution for Contact Center 25-Jan-2021
• End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 11.5 01-Jun-2020
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6 20-Mar-2020
• End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6 12-Mar-2020
• End-of-Sale and End-of-Life Announcement for the Cisco Country-specific Unified Contact Center Enterprise, Packaged Contact Center Enterprise, and Cisco Voice Portal Offers 27-Jan-2020
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco Country-specific Unified Contact Center Enterprise, Packaged Contact Center Enterprise, and Cisco Voice Portal Offers 27-Jan-2020
• End-of-Sale and End-of-Life Announcement for the Cisco Contact Center a la carte Migration and Upgrade offers 30-Jul-2019
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco Contact Center a la carte Migration and Upgrade offers 30-Jul-2019
• Annonce d’arrêt de commercialisation et de fin de vie de Centre de contact Cisco: EA-CC-MIGRATION 01-Nov-2018
• End-of-Sale and End-of-Life Announcement for the Cisco Contact Center: EA-CC-MIGRATION 01-Nov-2018
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 11.5 21-Aug-2018
• End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 11.0 01-Aug-2018

Bulletins

• Cisco Context Service Product Bulletin 19-May-2020
• Cisco Contact Center Performance Effects from Side-Channel Information Disclosure Vulnerabilities Product Bulletin 04-Jun-2018
• Cisco Customer Contact Software Policy for Using Microsoft Security Updates on Products Deployed on a Retail Installation of Windows Operating System 09-Jan-2012

Field Notices

Most Recent

• Field Notice: FN - 63454 - Agent desktops upgraded to Cisco Agent Desktop 8.5(2) are unable to launch - Software Upgrade Recommended 22-Jan-2021
• Field Notice: FN - 70542 - Unified Contact Center Enterprise - Tomcat Upgrade to Resolve CVE-2020-1938 Breaks Cceadmin and Websetup Page - Software Upgrade Recommended 07-May-2020
• Field Notice: FN - 70548 - Unified Contact Center Enterprise (UCCE) / Enterprise Chat and Email (ECE) - Microsoft Secure LDAP Mandatory for Active Directory Connections - Workaround Provided 16-Apr-2020
• Field Notice: FN - 70510 - Chrome Version 80 Update for SameSite Cookie Causes ECE Gadget and Dock Chat to Malfunction - Software Upgrade Recommended 10-Feb-2020
• Field Notice: FN - 70396 - Java Applet Certificate Expiry - Cisco Enterprise Chat and Email (ECE) - Software Upgrade Recommended 04-Feb-2020
• Field Notice: FN - 70511 - Cisco Unified Collaboration Products with VOS (RHEL), Call Home Certificate Will Expire on 2020-02-07 - Workaround Provided 04-Feb-2020
• Field Notice: FN - 70374 - Cisco Contact Center Enterprise Agreement (CC EA) Unified Customer Voice Portal (CVP) License Expiration - Software Upgrade Recommended 21-Feb-2019
• Field Notice: FN - 70297 - Multiple Processes Can Crash or Fail to Start Due to Recent Microsoft Updates - Software Upgrade Recommended 13-Dec-2018
• Field Notice: FN - 70219 - CUIC LiveData Gadgets Broken with Google Chrome Browser Version 67 - Software Upgrade Recommended 29-Jun-2018
• Field Notice: FN - 70037 - Enterprise Chat & Email (ECE) 11.5(1) Installer Intermittently Fails with Error Message - Software Upgrade Recommended 20-Dec-2017
• Field Notice: FN - 64033 - Unified Contact Center Enterprise - Microsoft Security Patches Cause Script Editor to Crash - Workaround Provided 13-Oct-2017
• Field Notice: FN - 64280 - Applications That Access the UCCE Database Need to Be Revised to Add Support for TLS 1.2 12-Apr-2017
• Field Notice: FN - 64244 - December 31, 2016 Leap Second Impact to Voice and Unified Communications Devices 11-Jan-2017
• Field Notice: FN - 64075 - CTI Server Agent Real Time Statistics Missing on Supervisor Desktop, Inconsistent Agent_Team OpenRequests from Client 27-Jan-2016
• Field Notice: FN - 63895 - Russian Time Zone Changes October 2014 - For Cisco Unified Contact Center Enterprise Products - Workaround Provided 22-Dec-2014

Security Advisories, Responses and Notices

Most Recent

• Cisco Unified Contact Center Enterprise Denial of Service Vulnerability 03-May-2020
• Cisco Finesse for Cisco Unified Contact Center Enterprise Information Disclosure Vulnerability 03-May-2017
• Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: November 2016 14-Nov-2016
• Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: September 2016 27-Sep-2016
• Cisco Unified Contact Center Enterprise Web-Based Management Interface Cross-Site Scripting Vulnerability 22-Jun-2016
• Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: May 2016 04-May-2016
• Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: March 2016 02-Mar-2016
• Multiple Vulnerabilities in OpenSSL (January 2016) Affecting Cisco Products 29-Jan-2016
• Multiple Vulnerabilities in OpenSSL (December 2015) Affecting Cisco Products 04-Dec-2015
• OpenSSL RSA Temporary Key Cryptographic Downgrade Vulnerability 08-Oct-2015
• Transport Layer Security Renegotiation Remote Man-in-the-Middle Attack Vulnerability 07-Oct-2015
• OpenSSL Alternative Chains Certificate Forgery Vulnerability (July 2015) Affecting Cisco Products 10-Jul-2015
• XSS and SQL Injection in Cisco CallManager/Unified Communications Manager Logon Page 10-Jul-2015
• Multiple Vulnerabilities in OpenSSL (June 2015) Affecting Cisco Products 12-Jun-2015
• Multiple Vulnerabilities in OpenSSL (January 2015) Affecting Cisco Products 10-Mar-2015

Release Notes

Cisco Unified Contact Center Enterprise 11.6(2)

• Release Notes for Cisco Unified Contact Center Enterprise Solution, Release 11.6(2) 28-Mar-2019

Licensing Information

Cisco Unified Contact Center Enterprise 11.6(2)

• Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 11.6(2) 28-Mar-2019 (PDF - 1 MB)
• Open Source Used In Cisco Unified Contact Center Enterprise Solutions 11.6(2) 28-Mar-2019 (PDF - 5 MB)

Technical References

• CTI OS Bandwidth Calculator 01-Jul-2010
• Cisco ICM Software ACD Supplement for Aastra Pointspan Agent Routing Integration 29-Jun-2011 (PDF - 886 KB)
• Cisco Unified ICM ACD Supplement for Alcatel 4400 27-Jan-2011 (PDF - 597 KB)
• Cisco Unified ICM ACD Supplement for Aspect Contact Server 06-May-2014 (PDF - 1 MB)
• Cisco Unified ICM ACD Supplement for Avaya Agent Routing Integration 18-Mar-2010 (PDF - 581 KB)
• Cisco Unified ICM ACD Supplement for Avaya Aura Contact Center 12-Aug-2015 (PDF - 1 MB)
• Cisco Unified ICM ACD Supplement for Avaya Communications Manager (ACM) 10-Mar-2014 (PDF - 2 MB)
• Cisco Unified ICM ACD Supplement for NEC NEAX 2400/7400 (OAI/Infolink Interface) 25-Feb-2010 (PDF - 3 MB)
• Cisco Unified ICM ACD Supplement for Nortel DMS-100/SL-100 20-Dec-2013 (PDF - 681 KB)
• Cisco Unified ICM ACD Supplement for Nortel Symposium 17-Aug-2011 (PDF - 747 KB)
• Cisco Unified ICM ACD Supplement for Rockwell Spectrum 15-Apr-2011 (PDF - 1 MB)
• Cisco Unified ICM Supplement for VRU Peripheral Gateway 25-Feb-2010 (PDF - 434 KB)
• HDS/WebView Bandwidth Calculator 02-Nov-2007
• Template Design Guide Using InfoMaker 25-Feb-2010 (PDF - 2 MB)

Design Guides

• IPIVR_PG_to_ICM_CC_Bandwidth_Calculator_V1_1 22-Apr-2014
• UCCE Central Controller Private Network & DMP Path Public Bandwidth Calculator 21-Apr-2014

Design TechNotes

• Cisco IP Contact Center Reporting Guide 02-Aug-2007
• Router Failover Not Working in a Duplexed Mode 23-Feb-2005

Install and Upgrade TechNotes

• CTI Data Fails to Reach Cisco Agent Desktop 03-Apr-2006
• Cisco Unified Contact Center Enterprise FAQ 24-Jan-2012
• Cisco Unified Web and E-Mail Interaction Manager: Unable to Install or Configure Secondary Web/Application and Archive Components 26-Sep-2008
• HTTP 500 - Internal Server Error in WebView II 25-Oct-2006
• ICM 7.5: Troubleshoot Enhanced Data Migration Tool Issue 28-Jul-2011
• IP Telephony Application Product Keys 19-Aug-2005
• Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring 01-Oct-2014
• Realtime and Historical Agent Data is Unavailable in IPCC Enterprise 31-Aug-2006
• SNMP Service Reinstallation 19-Jun-2013
• UCCE 8.x Installation Frequently Asked Questions 29-Oct-2012
• User Rights for the Installation of ICM/IPCC Enterprise and Hosted Editions Version 7.x 01-Oct-2014

Configuration Examples and TechNotes

Most Recent

• Integrate Webex Experience Management (WxM) Deferred Survey with UCCE Solution 15-Jul-2020
• Configure the Identity Provider for Cisco Identity Service to enable SSO 24-Apr-2020
• Configure Auto-Populating User ID on AD FS Login Page for UCCE SSO 19-Jun-2019
• Configure Default Domain Name and Multi PG Supervisor in Cisco CCE 12.X 19-Jun-2019
• Configure Enterprise Chat and Email (ECE) Quick Links and Responses 06-Dec-2018
• IP IVR Load Balance - Translation Route to VRU Node 22-Oct-2018
• Contact Center SSO with Okta Identity Provider 07-Nov-2017
• Unified Contact Center Enterprise (UCCE) Single Sign On (SSO) Certificates and Configuration 30-May-2017
• Unified Contact Center Enterprise (UCCE) / Customer Voice Portal (CVP) Simple Network Management Protocol (SNMP) Trap Receiver Tool 21-Apr-2017
• ICM DBLookup Function Configuration Example 13-Apr-2017
• Configure HTTPS Access for UCCE Diagnostic Framework Portico Tool with Certificate Authority (CA) Signed Certificate 28-Oct-2016
• UCCE Integration with CM Configuration Example 23-Mar-2016
• What is the Relation Between Distributor Service Account and Active Directory User Group? 01-Jul-2015
• How do I Change the Maximum Time for Calls in Queue? 30-Sep-2014
• Distributor AW SQL Server Message: The server principal is not able to access the database under the current security context 04-Apr-2014

Maintain and Operate TechNotes

• Cisco Unified Contact Center Enterprise FAQ 24-Jan-2012
• Delete a Route or a Skill Group Referenced in an ICM Script 23-Mar-2012
• Logger Restart Generates Old SNMP Traps 10-May-2007
• Understand UCCE 12.5 Security Enhancements 22-Apr-2020
• Using the OPCTest Command-Line Utility 01-Oct-2006
• View Agents Logged into CTI OS Sides 19-Jun-2013

Support FAQ

• Cisco Unified Contact Center Enterprise FAQ 24-Jan-2012
• UCCE 8.x Installation Frequently Asked Questions 29-Oct-2012
• UCCE FAQ: How is a personal callback rescheduled when the customer does not answer? 14-Jun-2013
• Useful Trace Settings For Cisco Unified Contact Center Enterprise Re-skilling Tool 23-Mar-2017

Troubleshooting TechNotes

Most Recent

• Unified Contact Center Enterprise Diagnostic Portico Does Not List the Processes or Services 11-Feb-2021
• Troublshoot UCCE Tomcat Upgrade Failure 01-Feb-2021
• Compare Contact Center Features On-Prem and Cloud Solutions 15-Dec-2020
• How to Perform Service Level Calculation for Calltypes 15-Nov-2020
• Troubleshoot Cisco UCCE Mobile Agent MTP Pass-Through Issue 23-Oct-2020
• Provision Google CCAI With CCE 07-Aug-2020
• Troubleshoot PCCE 12.x SPOG Not Rendering ECE Gadget 24-Jul-2020
• How to change Max Time in Queue value in ICM Router. 23-Jul-2020
• Finesse Thirdparty Client Integration with SSO 11-Jun-2020
• Troubleshoot PQ Agent Availability and Attribute Priority 24-Apr-2020
• Exchange Self-Signed Certificates in a UCCE Solution 24-Apr-2020
• Understand CCE Smart License Agent Consumption 22-Apr-2020
• UCCE Windows Server NIC Binding and Interface Metrics 03-Mar-2020
• Troubleshoot Diagnostic Framework Portico Log in Fails With Errorcode HTTP 403 12-Nov-2019
• Troubleshoot Agent Targeting Rules in Cisco UCCE 22-Oct-2019

Solution Overviews

• Solution Overviews 25-Jan-2015

White Papers

• Cisco Customer Virtual Assistant White Paper 22-Mar-2020
• Work-from-Home Solution Deployment Guide White Paper 09-Jul-2020