Cisco Unified Contact Center Enterprise 12.5(1)

Data Sheets

• Cisco Contact Center Enterprise 12.6 Data Sheet 11-Jun-2023
• Cisco Contact Center Enterprise 12.0 Product Line Data Sheet 16-Dec-2019
• Cisco Unified Contact Center Management Portal Data Sheet 11-Aug-2014
• Cisco Collaboration Flex Plan Contact Center Data Sheet 14-May-2021

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

Most Recent

• End-of-Sale and End-of-Life Announcement for the Perpetual Licensing for Cisco Intelligent Contact Manager & IP Interactive Voice Response - Replaced by Flex Contact Center 20-Sep-2023
• End-of-Sale and End-of-Life Announcement for the Cisco Perpetual License Enterprise Agreement (EA) - Contact Center Suite 15-Sep-2022
• End-of-Sale and End-of-Life Announcement for the Perpetual Licensing for Cisco Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and HCS for Contact Center - Replaced by Flex Contact Center 31-Jan-2022
• 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 04-Jun-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 04-Jun-2021
• End-of-Sale and End-of-Life Announcement for the Cisco Enterprise Agreement for Contact Center Version 12.0 25-Apr-2021
• 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 Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 11.5 01-Jun-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
• End-of-Sale and End-of-Life Announcement for the Cisco Contact Center a la carte Migration and Upgrade offers 30-Jul-2019
• End-of-Sale and End-of-Life Announcement for the Cisco Contact Center: EA-CC-MIGRATION 01-Nov-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
• 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 10.5 05-Jan-2018
• End-of-Sale and End-of-Life Announcement for the Cisco Remote Silent Monitoring (RSM) - All Versions 21-Dec-2016

Bulletins

• Cisco Contact Center Enterprise Software Release and Sustaining Lifecycle Product Bulletin 04-Jun-2021
• Cisco Contact Center Performance Effects from Side-Channel Information Disclosure Vulnerabilities Product Bulletin 04-Jun-2018

Field Notices

Most Recent

• Field Notice: FN74348 - Cisco Unified Contact Center Enterprise and Cisco Cloud Connect Orchestration Feature May Fail to Connect after May 4, 2026 - Software Upgrade Recommended 18-Mar-2026new
• Field Notice: FN70542 - Unified Contact Center Enterprise - Tomcat Upgrade to Resolve CVE-2020-1938 Breaks Cceadmin and Websetup Page - Software Upgrade Recommended 19-Dec-2024
• Field Notice: FN - 72590 - Cloud Connect Is Unable to Check for and Download New Software Due to DevHub Authentication Token Expiration - Workaround Provided 23-Aug-2023
• Field Notice: FN - 72432 - Unified Contact Center Enterprise (UCCE)/Packaged Contact Center Enterprise (PCCE)/Unified Contact Center Express (UCCX) Solution: Impact of Chrome Private Network Access Deprecation - Software Upgrade Recommended 01-Feb-2023
• Field Notice: FN - 72306 - Unified Contact Center Enterprise (UCCE)/Packaged Contact Center Enterprise (PCCE) and Unified Customer Voice Portal (CVP): QuoVadis Root CA 2 Decommission Might Affect Smart Licensing - Workaround Provided 29-Mar-2022
• 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 - 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 - 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 - 70396 - Java Applet Certificate Expiry - Cisco Enterprise Chat and Email (ECE) - Software Upgrade Recommended 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

Security Advisories, Responses and Notices

Most Recent

• Multiple Cisco Contact Center Products Cross-Site Scripting Vulnerabilities 11-Mar-2026new
• Cisco Packaged Contact Center Enterprise and Cisco Unified Contact Center Enterprise Cross-Site Scripting Vulnerabilities 21-Jan-2026
• Multiple Cisco Contact Center Products Vulnerabilities 18-Nov-2025
• Cisco Unified Contact Center Enterprise Cloud Connect Insufficient Access Control Vulnerability 21-May-2025
• Cisco Finesse Web-Based Management Interface Vulnerabilities 14-Jun-2024
• Cisco Unified Communications Products Remote Code Execution Vulnerability 30-Jan-2024
• HTTP/2 Rapid Reset Attack Affecting Cisco Products: October 2023 21-Dec-2023
• Cisco Unified Intelligence Center Reflected Cross-Site Scripting Vulnerability 30-May-2023
• Cisco Finesse Reverse Proxy VPN-less Access to Finesse Desktop Denial of Service Vulnerability 02-Mar-2023
• Cisco Unified Contact Center Enterprise Denial of Service Vulnerability 03-May-2020
• Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: September 2016 02-Jan-2019
• 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
• 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

Compatibility Information

Cisco Unified Contact Center Enterprise 12.5(1)

• Contact Center Enterprise Solution Compatibility Matrix, Release 12.5(x) 14-Apr-2024

Release Notes

Cisco Unified Contact Center Enterprise 12.5(1)

• Release Notes for Unified Contact Center Enterprise, Release 12.5(1) 21-Jan-2020

Documentation Roadmaps

Cisco Unified Contact Center Enterprise 12.5(1)

• Cisco Unified Contact Center Enterprise Documentation Guide, Release 12.5(1) and 12.5(2) 26-Jul-2022

Technical References

ACD Supplements

• 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 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)

Cisco Unified Contact Center Enterprise 12.5(1)

• CTI Server Message Reference Guide (Protocol Version 23) for Cisco Unified Contact Center Enterprise, Release 12.5(1) 31-Jan-2020
• Cisco Unified ICM ACD Supplement for Avaya Communication Manager, Release 12.5(1) and 12.5(2) 26-Jul-2022
• Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 04-Feb-2020

WebView

• HDS/WebView Bandwidth Calculator 02-Nov-2007 (ZIP - 21 KB)
• Template Design Guide Using InfoMaker 25-Feb-2010 (PDF - 2 MB)

Design Guides

Cisco Unified Contact Center Enterprise 12.5(1)

• Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.5(1) & 12.5(2) 20-May-2021

Install and Upgrade Guides

Cisco Unified Contact Center Enterprise 12.5(1)

• CTI OS System Manager Guide for Cisco Unified ICM, Release 12.5(1) 06-Feb-2020
• Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1) and 12.5(2) 03-Feb-2020
• Pre-installation Planning Guide for Cisco Unified Intelligent Contact Management, Release 12.5(1) 04-Feb-2020
• Staging Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 05-Feb-2020

Install and Upgrade TechNotes

Cisco Unified Contact Center Enterprise 12.5(1)

• Install and Migrate to OpenJDK in CCE 12.5(1) 09-Feb-2022

Configuration Examples and TechNotes

Most Recent

• Configure Cisco Webex AI Agent for CCE 14-Oct-2025
• Configure Purge Jobs Missed on CCE Database Servers 16-Sep-2025
• Configure ECE to Disable Alternate Engagement Options 19-Jul-2024
• Exchange Self-Signed Certificates in a UCCE 12.6 Solution 15-Aug-2023
• Configure UCCE Single Sign-on with Azure Cloud Integration SAML 2.0 31-May-2023
• Configure CA-Signed Multi-Server Subject Alternate Name in CVOS Systems 17-Apr-2023
• Configure Secure RTP in Contact Center Enterprise 21-Dec-2022
• Configure Secure SIP Signaling in Contact Center Enterprise 22-Nov-2022
• Configure Orchestration for UCCE 11-Oct-2022
• Configure Webex Connect with Facebook 24-Aug-2022
• Configure NGINX Proxy for Integration with an Agent Assist Solution 05-Oct-2021
• Configure and Troubeshoot CVP Network Transfer 30-Sep-2021
• Configure Agent Answers and Call Transcripts for CCE 12.5 29-Sep-2021
• Integrate Webex Experience Management (WxM) Inline Survey with UCCE Solution 27-Oct-2020
• Integrate Webex Experience Management (WxM) Deferred Survey with UCCE Solution 15-Jul-2020

Configuration Guides

Cisco Unified Contact Center Enterprise 12.5(1)

• Configuration Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 05-Feb-2020
• Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 12.5(1) 20-Jun-2022
• Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) and 12.5(2) 05-Mar-2020

Feature Guides

Cisco Unified Contact Center Enterprise 12.5(1)

• Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1) 06-Aug-2021
• Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1) 06-Aug-2021

Programming Guides

Cisco Unified Contact Center Enterprise 12.5(1)

• CTI OS Developer Guide for Cisco Unified ICM, Release 12.5(1) 16-Feb-2020
• Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE 12.5(1) 06-Feb-2020
• Cisco Unified Contact Center Enterprise Developer Reference, Release 12.5(1) 07-Apr-2020

End-User Guides

Cisco Unified Contact Center Enterprise 12.5(1)

• CTIOS Supervisor Desktop User Guide 31-Jan-2020
• Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.5(1) 31-Jan-2020
• Cisco Unified Contact Center Enterprise Reporting User Guide, Release12.5(1) 04-Feb-2020
• Outbound Option Guide for Unified Contact Center Enterprise, Release 12.5(1) 22-Aug-2023
• Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 05-Feb-2020
• Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) and 12.5(2) 26-May-2022

Maintain and Operate Guides

Cisco Unified Contact Center Enterprise 12.5(1)

• Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.5(1) 07-Feb-2019

Maintain and Operate TechNotes

• Troubleshoot CCE with Queries 11-Sep-2025
• Understand UCCE 12.5 Security Enhancements 22-Apr-2020

Support FAQ

Cisco Unified Contact Center Enterprise 12.5(1)

• Understand Support for Contact Center Components that Use CentOS 30-Apr-2024

Troubleshooting TechNotes

Most Recent

• Troubleshoot CCE Single Sign-On with Identity Service (IdS) - Certificate Management 23-Mar-2026new
• Download Logs from VOS Servers in a CCE Solution 21-Feb-2025
• Troubleshoot Tomcat Upgrade Failure for CSCwk81097 05-Aug-2024
• Troubleshoot CCE Single Sign-On with Identity Service (IdS) Certificate Management 10-Jul-2024
• Collect Packet Captures on Windows Client and Server OS 25-Apr-2024
• Exchange Self-Signed Certificates in a UCCE Solution 23-Aug-2023
• Understand the Changes about CALLGUID in CCE 20-Jul-2023
• Troubleshoot Customer Voice Portal (CVP) Transfers Wrong Automatic Number Identification (ANI) 26-Jan-2023
• Use the Route Command 07-Dec-2022
• Recover CCE Data with Manual Synchronization Methods 19-Aug-2022
• Understand the Impact of Apache Log4j Vulnerability in Cisco Contact Center Solution 14-Jan-2022
• Unified Contact Center Enterprise Diagnostic Portico Does Not List the Processes or Services 11-Feb-2021
• Troublshoot UCCE Tomcat Upgrade Failure 01-Feb-2021
• How to Perform Service Level Calculation for Calltypes 15-Nov-2020
• Troubleshoot Cisco UCCE Mobile Agent MTP Pass-Through Issue 23-Oct-2020

Brochures

• Cisco Customer Contact Software Policy for Using Microsoft Security and Software Updates on Products Deployed on a Retail Installation of Windows Operating System 12-May-2022