Unified CCX and IP IVR(top)

1. Upgrades are supported from the Engineering Specials of all the mentioned Unified CCX versions.

Solution Products and Components(top)

1. All the Engineering Special releases of Cisco Unified Communications Manager are qualified with Unified CCX if the corresponding Service Update version of the Unified CM is qualified with Unified CCX.
1a. All the Service Update (SU) releases of Cisco Unified Communications Manager are presumed qualified with Unified CCX if the corresponding release version of the Unified CM is qualified with Unified CCX.
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 http://www.cisco.com/en/US/tech/tk652/tk701/tech_tech_notes_list.html.
3. CUBE is supported with the SIP Outbound Dialer and CPA; supported versions of CUBE are ISR Pi27 15.5(2) and Pi28 15.5(3).
4. Unified CCX Agent and IVR Outbound supports E1 R2 signaling on ISR Gateway 4451 with IOS version 15.5(3)S.

Workforce Optimization Compatibility (top)

1. Compliance Recording/Quality Management/Advanced Quality Management (CR/QM/AQM) are 32-bit applications.
    a. Support for the application client operation on Windows 7 64-bit machines is through WoW64 emulator mode.
    b. Desktop-based monitoring and recording is not supported in WoW64 mode.
2. Cisco QM has direct dependencies upon Cisco Unified Communications Manager for CTI and SIP events. Therefore, QM compatibility with Unified CM is limited to the current Unified CM version at the time of release and at least one prior version. Previous versions of QM are not generally updated for compatibility with new versions of Unified CM. Therefore, when you plan an upgrade, consult the appropriate QM Installation Guide for Unified CM compatibility. See footnote on individual QM versions to identify the Unified Communications Manager versions that are supported by that QM.
3. All associated Service Updates are supported with compatible versions of WFM.

Hardware and Virtualization(top)

• For information about UC Virtualization Supported Hardware, see Collaboration Virtualization Hardware
• For information about Unified Communications in a Virtualized Environment, see Cisco Collaboration Virtualization
• For information about Virtualization for Cisco Unified Contact Center Express, see Virtualization for Cisco Unified Contact Center Express
• For information about Virtualization for Cisco SocialMiner, see Virtualization for Cisco SocialMiner
• For information about Virtualization for Cisco Unified Intelligence Center, see Virtualization for Cisco Unified Intelligence Center

Third-Party Software(top)

ASR and TTS(top)

1. 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, customer should maintain the compatibility among different ASR-TTS packages as suggested by Nuance.
2. Nuance Version 9.0 and later versions should use OSR 3.1.x as the Grammar Variant. Nuance 8.5 and older versions continue using "Nuance" as the Grammar Variant.
   

Unified Intelligence Center Reporting (top)

Enterprise Database(top)

Note: Unified CCX connection to external databases has been qualified only for non encrypted connections and hence is not supported with encryption.

Enterprise Database for Unified Intelligence Center(top)

Microsoft Exchange Server for Finesse Email(top)

Supported Browsers (top)

^{(FN 1)} Disable the pop-up blocker to access Unified CCX Administration web application.
^{(FN 2)} For Internet Explorer 11, ensure that the Emulation Document Mode is set to Edge (Default).
^{(FN 3)} HSTS for Finesse is not supported with Internet Explorer 11 and earlier. HSTS is supported with Firefox.
^{(FN 4)} Includes the Cisco provided gadgets for MediaSense, Multisession gadget for email and chat, and others that are provided as part of the Unified CCX solution. Few Cisco SocialMiner gadgets like, feed.jsp, campaign.jsp, search.jsp, campaignResults.jsp are not supported.
^{(FN 5)} For more information on the logjam vulnerability fix and workaround, see the Caveats section of the Release Notes for Unified Contact Center Express Solution Release 11.0(1), located at: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-release-notes-list.html.
^{(FN 6)} Disable auto-update for Firefox.
^{(FN 7)} Ensure that the compatibility view support guidelines are strictly followed. Failure to abide by these guidelines can cause increase in CPU usage, issues with Finesse agent state changes, and other performance issues. The compatibility view reduces the version of Internet Explorer forcing it to use protocols that are outdated for the purposes of Finesse. TAC support can only be provided if all agents are using the supported browser configuration.

Client Operating System(top)

Desktop Virtualization(top)

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

Application Virtualization(top)

Endpoint Devices(top)

SCCP Phones(top)

1. For supported Cisco IP Communicator (SCCP) versions, see Cisco Unified Communications Manager Software Compatibility Matrix, available at:                                                                                        http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_device_support_tables_list.html.
2. All Cisco Finesse phones support BiB.
3. Supported on Phone Firmware Version 8.5.2 and later versions.
4. Cisco Finesse supports with caveats mentioned in Cisco Finesse section of the Release Notes for Unified Contact Center Express Solution Release 11.0(1), located at: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-release-notes-list.html

SIP Phones(top)

1. All Cisco Finesse phones support BiB.
2. Cisco Finesse supports with caveats mentioned in Cisco Finesse section of the Release Notes for Unified Contact Center Express Solution Release 11.0(1), located at: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-release-notes-list.html
3. Unified CCX supports Cisco Jabber for Windows as an agent device only for voice interaction. For home agents, set Jabber to Extend Mode so that the agents can select or edit the remote destination number.
Note: The Cisco Mobile Supervisor application is withdrawn from the Cisco App Store. Cisco does not provide support for Cisco Mobile Supervisor deployments.
4. All the Cisco IP Phones for Cisco Finesse IP Phone Agent currently do not support the Simplified New Call UI.
5.Telepresence CE software does not support Transfer or Conference operations from Finesse.

System(top)

Platform(top)

Supported Languages(top)

1. Not supported for Customer-side Chat Transcript PDF output.
2.  Finesse IPPA supports all languages currently supported by Finesse provided that the phones support UTF.
   

Remote Expert Mobile (top)

For more information on Cisco Remote Expert Mobile, see the Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile.

Apple iOS Device Support for REM (top)

Android Device Support for REM(top)

Additional Notes:

• Devices must be running Android version 4.1.2 or later (Jellybean, KitKat, Lollipop, Marshmallow, Nougat).
• Not all devices have been tested, but the above are known to work.
  

Jabber System Requirements for REM Agents (top)

Browser Support for REM Customers (top)

Note: Mobile browsers are not supported.