Cisco Packaged Contact Center Enterprise

Data Sheets and Product Information

Data Sheets

• Cisco Packaged Contact Center Enterprise 11.5 Data Sheet 04-Mar-2019
• Cisco Contact Center Enterprise 11.6 Product Line Data sheet 25-Aug-2017
• Cisco Packaged Contact Center Enterprise 11.0 Data Sheet 11-Sep-2015

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

• English

  • 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 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 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 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 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 10.0 31-May-2016
  • 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 Hosted Editions 9.0 29-Sep-2014
  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Communications Software Subscription (UCSS) 16-Jul-2014

• French - Canadian

  • 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
  • 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
  • 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 10.5 05-Jan-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 11.0 01-Aug-2018
  • Annonce d’arrêt de commercialisation et de fin de vie de Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise et Cisco Unified Intelligent Contact Management Enterprise 10.0 31-May-2016
• 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
• 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

Security Notices

Field Notices

• Field Notice: FN - 64075 - CTI Server Agent Real Time Statistics Missing on Supervisor Desktop, Inconsistent Agent_Team OpenRequests from Client 27-Jan-2016

Security Advisories, Responses and Notices

• Multiple Vulnerabilities in Cisco Packaged Contact Center Enterprise 05-Sep-2018

Release and Compatibility

Compatibility Information

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Contact Center Enterprise Solution Compatibility Matrix, Release 12.5(x) 19-Feb-2021

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x) 19-Feb-2021

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Packaged CCE Software Compatibility Matrix for 11.6(x) 25-Jul-2017

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Packaged CCE Software Compatibility Matrix for 11.5(x) 13-Jul-2017

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Packaged CCE Software Compatibility Matrix for 11.0(x) 13-Jul-2017

Release Notes

• Cisco Packaged Contact Center 11.6(2)

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

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Release Notes for Packaged Contact Center Enterprise Solution, Release 12.5(1) 23-Jan-2020

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Release Notes for Packaged Contact Center Enterprise Solution, Release 12.0(1) 20-Nov-2019

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Release Notes for Packaged Contact Center Enterprise Solution Release 11.6(1) 14-Mar-2018

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.5(1) 27-Aug-2020
  • Release Notes for Packaged Contact Center Enterprise Solution Release 11.5(1) 15-Dec-2016

• Cisco Packaged Contact Center Enterprise 11.0(3)

  • Release Notes for Packaged Contact Center Enterprise, Release 11.0(3) 09-Feb-2018

• Cisco Packaged Contact Center Enterprise 11.0(2)

  • Release Notes for Cisco Packaged Contact Center Enterprise Solution 11.0(2) 01-Jun-2016

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Release Notes for Cisco Packaged Contact Center Enterprise Solution Release 11.0(1) 14-Dec-2016

• Cisco Packaged Contact Center Enterprise 10.5(3)

  • Release Notes for Cisco Packaged Contact Center Enterprise Release 10.5(3) 06-Dec-2016

• Cisco Packaged Contact Center Enterprise 10.5(2)

  • Release Notes for Cisco Packaged Contact Center Enterprise Release 10.5(2) 17-Sep-2015

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Packaged Contact Center Enterprise 10.5(1) Release Notes 17-Sep-2015

• Cisco Packaged Contact Center Enterprise 10.0(2)

  • Packaged Contact Center Enterprise 10.0(2) Release Notes 30-Sep-2014

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Packaged Contact Center Enterprise 10.0(1) Release Notes 09-Apr-2014

Reference

Documentation Roadmaps

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 12.5(1) 31-Jan-2019

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 12.0(1) 11-Jan-2019

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 11.6(1) 24-Aug-2017

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 11.5(1) 10-Aug-2016

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 11.0(1) 26-Aug-2015

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Packaged Contact Center Enterprise Documentation Guide, Release 10.5(1) 29-Sep-2017

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Packaged Contact Center Enterprise Documentation Guide, Release 10.0.1 29-Sep-2017

Licensing Information

• Cisco Packaged Contact Center 11.6(2)

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

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 12.0(1) 11-Jan-2019 (PDF - 26 MB)
  • Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 12.0(1) 07-Jan-2019 (PDF - 1 MB)

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 11.6(1) 14-Aug-2017 (PDF - 1 MB)
  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 11.6(1) 02-Aug-2017 (PDF - 27 MB)

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 11.5(1) 08-Aug-2016 (PDF - 37 MB)

• Cisco Packaged Contact Center Enterprise 11.0(3)

  • Open Source Used In Cisco Unified Contact Center Enterprise 11.0(3) 11-Feb-2018 (PDF - 5 MB)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Open Source Used In Cisco Unified Contact Center Enterprise and Packaged Contact Center Enterprise 11.0(1) 30-Jul-2015 (PDF - 17 MB)

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Open Source Used In Cisco Packaged Contact Center Enterprise Release 10.5(1) 30-May-2014 (PDF - 752 KB)

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Cisco Packaged Contact Center Open Source Licenses 12-Dec-2013 (PDF - 756 KB)

Technical References

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 12.5 14-Feb-2020

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 12.0 20-Nov-2019

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 11.6 11-Jul-2019

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 11.5(1) 03-May-2018

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Cisco Packaged Contact Center Enterprise Design Guide, Release 11.0(1) 26-Aug-2015

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x) 19-Dec-2016

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1) 12-May-2016

Install and Upgrade

Install and Upgrade Guides

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1) 09-Jul-2020

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0(1) 14-Sep-2020

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide Release 11.6(1) 14-Sep-2020
  • Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 11.6(1) 24-Jul-2018

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide Release 11.5(1) 22-Dec-2016
  • Enterprise Chat and Email Installation Guide for Packaged Contact Center Enterprise 26-Aug-2016 (PDF - 1 MB)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 11.0(1) 26-Apr-2017

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(x) 26-Apr-2017

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(x) 09-Apr-2014

Configuration

Configuration Examples and TechNotes

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Packaged CCE: MRA Configuration 06-Sep-2017
  • Packaged CCE: Unified CVP and Virtualized Voice Browser TLS and SRTP Security Configuration 06-Sep-2017

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • UCCE\PCCE - Procedure to obtain and upload Windows Server Self‐Signed or Certificate Authority (CA) Certificate on 2008 servers 16-Aug-2015
• Configure the Identity Provider for Cisco Identity Service to enable SSO 24-Apr-2020
• Understand PCCE Command Execution Pane 22-Apr-2020
• Integrate Third Party Gadget and User Interface into PCCE 22-Apr-2020
• Configure FTP Server on PCCE 22-Apr-2020
• Configure PCCE 12.5 and CVP 12.5 Smart License 22-Apr-2020
• Contact Center SSO with Okta Identity Provider 07-Nov-2017
• Configure PCCE Outbound Option - Disable Ringback When Transferred to Agent for SIP 30-May-2017

Configuration Guides

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 12.5(1) 09-Mar-2020

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 11.6(1) 03-Aug-2020

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 11.5(1) 17-Mar-2017

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 11.0(1) 25-Jan-2016

• Packaged Contact Center Enterprise Related Information

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 12.0(1) 12-Dec-2018

Maintain and Operate

End-User Guides

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Packaged CCE Migration Guide, Release 12.0 17-Sep-2020
  • Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1) 19-Dec-2018

Maintain and Operate Guides

• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6(1) 17-Sep-2020
• Cisco Packaged Contact Center Enterprise Features Guide, Release 12.5 11-Sep-2020
• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1) 10-Jun-2020
• Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 12.5 03-Feb-2020
• Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0(1) 20-Nov-2019
• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1) 20-Nov-2019
• Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 12.0(1) 19-Jul-2019
• Cisco Packaged Contact Center Enterprise Features Guide Release 11.6(1) 28-May-2018
• Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 11.6(1) 28-May-2018
• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 11.0(1) 26-Apr-2017
• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 10.5(1) 26-Apr-2017
• Cisco Packaged Contact Center Enterprise Features Guide Release 11.5(1) 27-Jan-2017
• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.5(1) 10-Aug-2016
• Cisco Packaged Contact Center Enterprise Reporting User Guide Release 11.5(1) 10-Aug-2016
• Cisco Packaged Contact Center Enterprise Features Guide, Release 11.0(1) 26-Aug-2015

Troubleshooting

Troubleshooting TechNotes

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Manage PCCE Components Certificate for SPOG 15-Sep-2019

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Maximum amount of data that can be processed by ICM MDS message 20-May-2020

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Package CCE Solution: Procedure to Obtain and Upload Third-Party CA Certificates 27-Jun-2018
• Troubleshoot PCCE - How to Restore FQDN of Finesse and CUIC in Inventory Page 20-Jan-2021
• Implement CA Signed Certificates in a CCE Solution 29-Sep-2020
• Troubleshoot PCCE 12.0 SPOG File Transfer Failure 27-May-2020
• Troubleshoot CVP on SPOG that Shows Out of Sync 27-May-2020
• Configure PCCE Local Authorization 21-Apr-2020
• Exchange Self-Signed Certificates in a PCCE Solution 21-Apr-2020
• Troubleshoot Certificate Exchange Between CVP 12.5 and PCCE 12.0 21-Apr-2020
• Troubleshoot PCCE Unable To Connect To SideA Or SideB Vmware ESXi Host 08-May-2019
• Packaged Contact Center Enterprise (PCCE) 11.5 Deployment Errors On VM Hosts Screen 25-May-2017
• ADFS/IdS Troubleshooting and Common Problems 19-Sep-2016

Translated Documents

Translated End-User Guides

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Guide de l'utilisateur des rapports Cisco Packaged Contact Center Enterprise, Version 12.0 12-Jan-2019 (PDF - 4 MB)

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Guide d'utilisation des rapports Cisco Packaged Contact Center Enterprise, Version 11.6(1) 19-Jan-2018 (PDF - 4 MB)

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Guide d'utilisation des rapports Cisco Packaged Contact Center Enterprise Version 11.5(1) 10-Jan-2017 (PDF - 4 MB)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Guide d'utilisation des rapports Cisco Packaged Contact Center Enterprise, Version 11.0(1) 23-Nov-2015 (PDF - 4 MB)