Unified CCX Software Compatibility Matrix for 1251 SU3

Unified CCX Software Compatibility Matrix for 12.5(1) SU3

First Published: 2023-05-08

Last Updated: 2024-09-20

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Contents

Unified CCX and IP IVR. 4

Solution Products and Components. 4

Webex Workforce Optimization Compatibility. 6

Hardware and Virtualization. 6

Third-party Software. 7

ASR and TTS. 7

Export Unified Intelligence Center Reporting. 7

Wallboard Reporting. 7

Enterprise Database^{(FN 2)} 8

Enterprise Database for Unified Intelligence Center. 8

Microsoft Exchange Server for Email 8

Cloud Based Email Services. 8

Supported Single Sign-On Identity Providers. 9

Supported Browsers. 9

Transport Layer Security. 9

Client Operating System^{(FN 2,3)} 10

Desktop Virtualization. 10

Application Virtualization. 10

Endpoint Devices. 11

Jabber. 12

Cisco Expressway. 13

Platform.. 13

Supported Languages. 14

Legal Information. 18

Cisco Trademark (all documentation) 19

Cisco Copyright (all documentation) 19

 

 

 

 

 

Unified CCX and IP IVR

^(FN1)You can upgrade from any of the Engineering Specials and Service Update (SU) versions for all the mentioned Unified CCX versions.

^{(FN 2)}Unified CCX includes the co-resident Unified Intelligence Center and Finesse.

Solution Products and Components

■ ^{(FN 1)} For the Unified CM version that is supported, all the corresponding Service Update (SU) and Engineering Special (ES) releases are also supported.

■ ^{(FN 2)} Outbound Agent (Predictive and Progressive) and Outbound IVR are supported only on IOS versions that incorporate Call Progress Analysis. For information on Call Progress Analysis, see https://www.cisco.com/c/en/us/tech/voice/ip-telephony-voice-over-ip-voip/index.html.

■ ^{(FN 3)} CUBE is supported with the SIP Outbound Dialer and CPA; supported versions of CUBE are ISR Pi28 15.5(3), Pi29 15.6(3), and Pi32 15.7(3) and later.

■ ^{(FN 4)} Unified CCX Agent and IVR Outbound supports E1 R2 signaling on ISR Gateway 4451 with IOS version 15.5(3)S and later.

■ ^{(FN 5)} Desktop chat requires IM&P 12.5(1) and Unified CM 12.5(1) or higher.

■ ^{(FN 6)} SocialMiner has been renamed as Customer Collaboration Platform (CCP).

■ ^{(FN 7)} Minimum requirement is 11.5 (SU4).

■ ^{(FN 8)} For more information about CSSM version 8, see the Cisco Smart Software Manager On-Prem Release.

■ ^{(FN 9)} Transport Gateway is not supported in Unified CCX.

■ ^{(FN 10)} For FIPS to be enabled on 12.5(1) SU3, the Unified CM version should be 14.0 SU3 or later. This is because of the change in the security providers in the product.

■ ^{(FN 11)} Unified CM 11.5 is compatible with all the versions up to Unified CCX 12.5 (1) SU3 ES03, to use it with Unified CCX 12.5 (1) SU3 ES04 and later, you must install the ES04-Special COP. For more information about the ES04 special COP, see the Readme.

■ ^{(FN 12)} Unified CM 15 is compatible with Unified CCX 12.5 (1) SU3 ES04 and higher. You must install Unified CCX 12.5 (1) SU3 ES04 before upgrading to Unified CM 15.

^{■(FN 13)} Cisco Prime Collaboration Assurance will be End of Life on October 31^st, 2024. For more information, refer to the EOL notice.

Webex Workforce Optimization Compatibility

 

Hardware and Virtualization

■ For information about UC Virtualization Supported Hardware, see https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-infrastructure.html.

■ For information about Unified Communications in a Virtualized Environment, see http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.

■ For information about Virtualization for Cisco Unified Contact Center Express, see https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html.

■ For information about Virtualization for Customer Collaboration Platform, see https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html.

■ For information about Virtualization for Cisco Unified Intelligence Center, see https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-intelligence-center.html.

Third-party Software

ASR and TTS

■ Latest version of the ASR-TTS packages recommended by Nuance can be used. See http://network.nuance.com/portal/server.pt. Using the latest Nuance packages will not impact the integration functionality between Unified CCX and Nuance until there is any major change by Nuance in the underlying design. However, customers must maintain the compatibility among different ASR-TTS packages as suggested by Nuance.

^{■(FN 1)} MRCP V2.0 is supported from Unified CCX Release 12.5(1).

■ ^{(FN 2)} This is a new versioning scheme. Nuance Enterprise Version 20.x is the continuation of Nuance Enterprise version 7.x.

Export Unified Intelligence Center Reporting

■ ^{(FN 1)} Office 365 does not support authenticated Excel report permalink.

Wallboard Reporting

Unified CCX supports wallboard reporting. Obtain the wallboard from a Cisco-approved vendor from Cisco Marketplace: https://www.cisco.com/pcgi-bin/marketplace/welcome.pl.

Enterprise Database^{(FN 2)}

■ Oracle 19c ^{(FN 1)}

■ Oracle 21c

■ IBM DB2 8.2, 10.5

■ MS SQL Server 2014

■ MS SQL Server 2016

■ MS SQL Server 2019

■ MS SQL Server 2022

^{(FN 1)} Unified CCX does not support any views created on Oracle 19c.

^{(FN 2)} Unified CCX (ES03 and higher) is qualified for encrypted external database connections to Oracle 19c, Oracle 21c, MS SQL Server 2014 (SP2 and SP3 with latest cumulative update), MS SQL Server 2016, MS SQL Server 2019, and MS SQL Server 2022.

Enterprise Database for Unified Intelligence Center

■ MS SQL Server 2017 and above

■ Informix Database Server 12.10.UC9W1X3

Microsoft Exchange Server for Email

■ Microsoft Exchange Server 2016 - Enterprise and Standard Edition

■ Microsoft Exchange Server 2019 - Enterprise and Standard Edition

Cloud Based Email Services

■ Office 365

■ Gmail

Supported Single Sign-On Identity Providers

Cisco Identity Service supports the Identity Providers (IdPs) that comply to generic SAML 2.0 authentication as per the considerations described in the Unified CCX Solution Design Guide located at: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-implementation-design-guides-list.html.

Supported Browsers

■ ^{(FN 1)} The supported resolution for the Finesse desktop is 1366 x 768 or higher.

Transport Layer Security

Transport Layer Security (TLS) 1.2 is supported for both incoming and outgoing connections.

Client Operating System^{(FN 2,3)}

■ ^{(FN 1)} The Windows User launching the Cisco Unified CCX Editor must be a part of the Windows Administrator Group.

■ ^{(FN 2)} For information on Jabber Client Operating System, refer to the specific versions of Jabber Release Notes.

■ ^{(FN 3)} The supported operating systems for Real Time Monitoring Tool are as follows:

■ Windows 10

■ Windows 11

■ Linux with KDE or GNOME client

Desktop Virtualization

Unified CCX allows Cisco Finesse to run on third-party Virtual Desktop Infrastructure (VDI). Customers must ensure that their third-party VDI infrastructure is supported by the Cisco soft phones that are used on the agent and supervisor VDI-based desktops.

The Cisco Unified Intelligence Center and Cisco Unified Contact Center Express Administration are not supported on virtual desktops.

Application Virtualization

■ Cisco Finesse

^■Citrix XenApp 7.x^{(FN 1)}

^{■Citrix Virtual Apps and Desktops 7 1808 and later}

^{(FN 1)} After 7.18, Citrix continued with the versioning but consolidated the product under the Citrix Virtual Apps and Desktops branding.

Endpoint Devices

 

 

■  ^{(FN 1)} All Cisco Finesse phones support BiB.

■ ^{(FN 2)} Cisco Finesse supports with caveats mentioned in Cisco Finesse section of the Release Notes for Unified Contact Center Express Solution, located at: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-release-notes-list.html.

Note: The Cisco Mobile Supervisor application is withdrawn from the Cisco App Store. Cisco does not provide support for Cisco Mobile Supervisor deployments.

■ ^{(FN 3)} All the Cisco IP Phones for Cisco Finesse IP Phone Agent currently do not support the Simplified New Call UI.

■ ^{(FN 4)} Telepresence CE software does not support Transfer or Conference operations from Finesse.

■ ^{(FN 5)} If Cisco Finesse IPPA agents use 78xx series phone, you must either disable the Cisco Finesse IPPA Inactivity Timeout feature or increase the timeout to be within the range of 120 seconds to one day (86400seconds), so that the agent does not get logged out of Cisco Finesse IPPA even if the agent is on any other screen.

■ ^{(FN 6)} Cisco Finesse IP Phone Agent is not supported over Mobile and Remote Access (MRA).

■ ^{(FN 7)} Unified CCX is compatible with those Jabber versions that are compatible with the Unified CM version being used with Unified CCX. The minimum supported Cisco Jabber version is 12.5.

■ ^{(FN 8)} For minimum supported versions of Unified CM and Expressway (for MRA deployments) to support Webex, see the Supported Unified CM Releases and the Supported Expressway Releases tables at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_011.html.

Jabber

■ MRA support for Jabber requires minimum Cisco Jabber version 12.5 and Expressway 12.5. If you have VPN split-tunneling configured, you can use Jabber with MRA and the Finesse desktop on the same client machine. See https://www.cisco.com/c/en/us/support/security/anyconnect-secure-mobility-client/products-installation-and-configuration-guides-list.html for Cisco AnyConnect Mobility Client split-tunneling configuration.

■ If VPN split-tunneling is not available, you can run Jabber with MRA and the Finesse desktop after splitting them onto two clients.

■ A remote agent who runs Jabber with MRA on one client machine and the Finesse desktop with a VPN connection on a second client machine.

■ A remote agent who runs a Jabber softphone on a laptop that is connected over MRA and runs the Finesse desktop as a XenApp thin client.

■ Jabber for VDI is not supported in Video Contact Center deployments.

■ For Cisco Jabber software compatibility details, see the Planning guide for Cisco Jabber at https://www.cisco.com/c/en/us/support/unified-communications/jabber-windows/products-installation-guides-list.html.

■ For Home Agent with Extend and Connect, set Jabber to Extend Mode so that the agents can select or edit the remote destination number.

Cisco Expressway

^{(FN 1)} For any caveats related to recording with Jabber, refer to the Mobile and Remote Access Through Cisco Expressway Deployment Guide. See https://www.cisco.com/c/en/us/support/unified-communications/expressway-series/products-installation-and-configuration-guides-list.html.

Platform

 

Supported Languages

^{(FN 1)} Finesse IPPA supports all languages currently supported by Finesse if the phones support UTF.

^{(FN 2)} Cisco Unified Intelligence Center uses the browser locale to display the Date & Time format in the filter page. If Unified Intelligence Center does not support the browser locale language, then the locale selected in the Unified Intelligence Center application is used.

 

 

Legal Information

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