Field Notice: FN74341 - Cisco Unified Contact Center: Domain Change May Disrupt Digital Channel Interactions - Workaround Provided

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Updated:February 2, 2026
Document ID:FN74341

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Critical
Impact Rating:
Critical
First Published:
2025-Dec-09
Last Published:
2026-Feb-02
Revision:
1.1
Cisco Bug IDs:

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Products Affected


Affected Software Product Affected Release Affected Release Number Comments
Finesse Software 12 12.6(2)  
Finesse Software 15 15.0(1)  
Packaged Contact Center Enterprise -   Releases 12.6(2) and 15.0(1) are affected.
Unified Contact Center Enterprise -   Releases 12.6(2) and 15.0(1) are affected.

Defect Information


Defect IDHeadline
CSCwr98922Domain name changes break Contact Center Enterprise desktop digital login

Problem Description


Cisco Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) customers who leverage the Manage Digital Channels gadget within Cisco Finesse desktop for Webex Connect digital channels need to update their allowlists.

Currently, Cisco UCCE and PCCE communicate with the Cisco Webex Engage platform through the *.imiengage.io domain. Due to an upcoming domain migration on the Webex Engage platform, customers must configure two new domains (*.webexengage.com and *.ciscoccservice.com) on allowlists for all Contact Center agent desktops, firewalls, and proxies that interact with Cisco Finesse and Webex Connect digital channels. Customers who do not update their allowlist will be unable to load the gadget for digital channels (such as chat or messaging) or handle digital interactions within Cisco Finesse.


Background


On January 31, 2026, Cisco will update the Webex Engage platform connectivity domains from *.imiengage.io to *.webexengage.com and *.ciscoccservice.com  to improve service reliability and branding. Both domains will be supported in parallel for a transitional period to avoid disruption. 


Problem Symptom


Agents may be unable to load the Manage Digital Channels gadget in the Cisco Finesse desktop application. As a result, digital channel interactions (such as chat or messaging) may not be established.


Workaround/Solution


Customers are encouraged to update any allowlist to include two new domains (*.webexengage.com and *.ciscoccservice.com) on all Contact Center agent desktops, firewalls, and proxies that interact with Cisco Finesse and Webex Connect digital channels at their earliest convenience.  ANZ (Sydney) and Canada region customers must complete this change before January 31, 2026. Customers in the United States, European Union, and London region must complete this change before February 28, 2026.

Cisco encourages customers to keep *.imiengage.io in their allowlist, as some internal services, such as the user sync service between UCCE and Webex Engage, may still depend on it.


Revision History


VersionDescriptionSectionDate
1.1Added *.ciscoccservice.com as a domain to be included in allowlists.Problem Description, Background, Workaround/Solution2026-FEB-02
1.0Initial Release—2025-DEC-09

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