Unified CCX Software Compatibility Matrix for 11.5(1)

Available Languages

Updated:June 7, 2017

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

Unified CCX Software Compatibility Matrix for 11.5(1)

Contents

Unified CCX and IP IVR(top)

Unified CCX and Unified IP IVR

 Supported Unified UCCX and Unified IP IVR Upgrade Paths(FN1)
 Co-resident Unified Intelligence Center
 Standalone Unified Intelligence Center
 Co-resident Finesse
 APIs
  • 11.5

     - 11.5.1.10000-61
  • 9.0(2)SU3  
  • 10.0(1)SU1
  • 10.5(1)SU1
  • 10.6(1)      
  • 10.6(1)SU1
  • 10.6(1)SU2
  • 10.6(1)SU3
  • 11.0(1)      


  • 11.5(1)
  • 11.5(1)
  • 11.5(1)

CTI API

  • 13
  • 14
  • 15
  • 16

For Unified CCX configuration APIs and Finesse APIs, see the Cisco Unified Contact Center Express Developer Guide, located at developer.cisco.com/web/uccxapi/home.

(FN1) Upgrades are supported from the Engineering Specials of all the mentioned Unified CCX versions.

Solution Products and Components(top)

Cisco Unified Communications Manager and Business Edition 6000and 7000(FN1,1a)
 Gateways for Outbound Agent and IVR(FN2)
 Cisco MediaSense
 Cisco SocialMiner
 Cisco Prime Collaboration
10.x
 11.x

Prime Deployment

Prime Assurance
  • 10.5(1)
  • 10.5(2)
  • 11.0(1)
  • 11.0(1a)
  • 11.5(1)

Router Series

  • 28XX
  • 29XX
  • 38XX
  • 39XX
  • 43XX
  • 44XX

Cisco IOS(FN3)

  • 15.5(2)M
  • 15.5(3)M
  • 15.5(3)S(FN4)
  • 11.5(1)
  • 11.5(1)
  • 10.5(1)
  • 10.6(1)
  • 11.0(1)
  • 11.5(1)
  • 10.5(1)
  • 10.6(1)
  • 11.5(1)

(FN1) 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.
(FN1a) 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.
(FN2) 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.
(FN3) 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).
(FN4) 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)

Unified CCX

Cisco Unified Communications Manager
 Compliance Recording/Quality Management/Advanced Quality Management(FN1)
 Workforce Management (WFM)
  • 11.5(1)
  • 10.5(1)
  • 10.5(1)SU2a
  • 10.5(2)
  • 10.5(2)SU1
  • 11.0(1)
  • 11.5(1)
  • 12.0(1)

 
  • 10.0(1)
  • 10.5(1)
  • 11.0(1)
  • 11.5(1)(FN2)
  • 10.0(1)
  • 10.5(1)
  • 11.0(1)
  • 11.5(1)

(FN1) 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.
(FN2) Starting with WFO QM 11.0(1) to 11.5(1) there has been a change in the Screen Recording technology. A proactive Cisco PDI case can be opened if you plan an upgrade to Cisco WFO QM 11.5(1) to understand the upgrade options related to screen recordings.

Hardware and Virtualization(top)


Third-Party Software(top)

ASR and TTS(top)

MRCP
 VXML
 Speech Servers
IBM WebSphere Voice Server
 Nuance 10.0(FN1, 2)
  • 1.0
  • 2.0
  • MRCP Server 1.0
  • ASR – WebSphere Voice Server 5.1.3
  • TTS – CTTS 5.1.3
  • WVS Language Support 5.1.3
  • Speech Server 6.2.x
  • Recognizer 10.2.x, 10.5.x
  • Vocalizer 6.0.x, 6.2.x
  • Nuance License Manager 11.7
(FN1) 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.
(FN2) 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.


Export Unified Intelligence Center Reporting (top)

For exporting reports
Microsoft Excel 2007
Microsoft Excel 2010


Wallboard Reporting (top)

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

Enterprise Database(top)

Oracle 11g R2
Sybase Adaptive Server 12
IBM DB2 8.2, 10.5
MS SQL Server 2005
MS SQL Server 2008
MS SQL Server 2012
MS SQL Server 2014

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)

MS SQL Server 2008
MS SQL Server 2012
MS SQL Server 2014
Informix Database Server 12.10.UC5W1X7


Microsoft Exchange Server for Finesse Email(top)

Microsoft Exchange Server 2010 - Enterprise Edition
Microsoft Exchange Server 2013 - Enterprise and Standard Edition
Microsoft Exchange Server 2016 - Enterprise and Standard Edition


Cloud Based Services for Finesse Email (top)

Office 365


Single Sign-On Identity Providers(top)

  • Unified CCX supports Microsoft AD FS (Active Directory Federation Services) 2.0, 2.1, or AD FS in Windows Server 2012 R2 as its identify provider for Single Sign-On (SSO).

 

Supported Browsers (top)


Internet Explorer 10
Native Mode
 Internet Explorer 10
Compatibility Mode
 Internet Explorer 11
Native Mode
 Internet Explorer 11
Compatibility Mode(FN 6)
 Firefox 45(FN 7)

Extended Supported Releases (ESR) and higher up to 52 ESR

 Chrome 48 and higher
Unified CCX Administration(FN 1, 2)
 No
 No
 No
 Yes
 Yes
 Yes
Cisco Finesse(FN 3,4)
 No
 No
 Yes
 No
 Yes
 Yes
Cisco Unified Intelligence Center (Old Interface)
 No
 Yes
 No
 No Yes
 No
Cisco Unified Intelligence Center (Live Data Gadgets)
 Yes
 Yes
 Yes
 No Yes
 Yes
Cisco Unified Intelligence Center(New Interface)(FN 5)
 No
 No
 Yes
 No
 Yes
 Yes
Context Service Agent Gadget
 No
 No
 Yes
 No
 Yes
 Yes
Context Service Registration User Interface
 No
 No
 Yes
 No
 Yes
 Yes
Real-Time Reporting
 No
 No
 No
 Yes
 Yes
 No

(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) HTTP Strict Transport Security (HSTS) for Finesse is supported with Internet Explorer 11, Firefox 45 ESR and higher up to 52 ESR and Chrome version 48 and higher.
(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) Cisco Unified Intelligence Center new interface is available for Reports and Dashboard only.
(FN 6) 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.
(FN 7) Disable auto-update for Firefox.

Client Operating System(top)


 Windows XP Professional
 Windows 7 32-bit
 Windows 7 64-bit with WoW64
 Windows 7 64-bit Native
 Windows 8
 Windows 8.1
 Windows 10
 Red Hat Enterprise Linux v6
 Mac OS X
 Android
 AppleiOS with Safari browser
Enterprise
 Professional
 Ultimate
 Enterprise
 Professional
 Ultimate
 Enterprise
 Professional
 Ultimate
Editor Yes
  • SP2
  • SP3
 No
No
Yes
Yes
Yes
Yes
No
 No No No
Yes
Yes
No
No
No
No
Finesse
 No

 Yes
Yes
Yes
Yes
Yes
Yes
Yes
 Yes
 Yes
 No 
 No
 Yes
 No
Yes
  • 10.10
  • 10.11
No
No
Mobility Devices Support for Mobile Skill Manager
 No
No
No
No
No
No
No
No
 No
 No No
No
No
No
No
Yes
  • 4.4
Yes
  • 5.x
  • 6.x
Jabber
 No

Yes

  • SP1 or later
 Yes
  • SP1 or later
 Yes
  • SP1 or later
Yes
Yes
Yes
Yes
  • SP1 or later
 Yes
  • SP1 or later
Yes
  • SP1 or later
 Yes
 Yes
 Yes
 No
Yes
No
No

Note: Real Time Monitoring Tool is not supported on Windows 2012 server. The supported operating systems are listed below:

  • Windows XP
  • Windows Vista
  • Windows 7
  • Windows 8
  • Linux with KDE or GNOME client

Desktop Virtualization(top)

Cisco Finesse
VMware View 4.6, 5.x, 6.1

Citrix XenDesktop 4.x, 5.0, 5.5, 5.6, 6.0, 6.5, 7.0, 7.1, 7.5, 7.6, 7.7, 7.8, 7.9, and 7.11

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

 

Application Virtualization(top)

Cisco Finesse
Citrix XenApp 7.5, 7.6, 7.7, 7.8, 7.9, and 7.11


Endpoint Devices(top)

SCCP Phones(top)

Cisco Unified IP Phones for Cisco Finesse IP Phone Agent
 Cisco Unified IP Phones for Cisco Finesse(FN2,4)
Cisco IP Communicator(FN1)
 Cisco IP Communicator(FN1)

Cisco IP Phone 6921(FN3)

Cisco IP Phone 6941(FN3)

Cisco IP Phone 6945

Cisco IP Phone 7911G

Cisco IP Phone 7925G

Cisco IP Phone 7941G

Cisco IP Phone 7942G

Cisco IP Phone 7945G

Cisco IP Phone 7961G

Cisco IP Phone 7962G

Cisco IP Phone 7965G 

Cisco IP Phone 7975

Cisco IP Phone 8941

Cisco IP Phone 8945

(FN1) 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.
(FN2) All Cisco Finesse phones support BiB.
(FN3) Supported on Phone Firmware Version 8.5.2 and later versions.
(FN4) Cisco Finesse supports with caveats mentioned in Cisco Finesse section of the Release Notes for Unified Contact Center Express Solution Release 11.5(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)

Cisco Unified IP Phones for Cisco Finesse IP Phone Agent(FN4,6)
 Cisco Unified IP Phones for Cisco Finesse(FN1,2)
Cisco IP Phone 7811
 Cisco IP Phone 6941
Cisco IP Phone 7821 Cisco IP Phone 6961
Cisco IP Phone 7841 Cisco IP Phone 7811
Cisco IP Phone 7861
Cisco IP Phone 7821
Cisco IP Phone 8811
Cisco IP Phone 7841
Cisco IP Phone 8821
Cisco IP Phone 7861
Cisco IP Phone 8841
Cisco IP Phone 7911G
Cisco IP Phone 8845
Cisco IP Phone 7941G
Cisco IP Phone 8851
Cisco IP Phone 7942
Cisco IP Phone 8861
 Cisco IP Phone 7942G
Cisco IP Phone 8865
 Cisco IP Phone 7945G

Cisco IP Phone 7961G-GE

Cisco IP Phone 7962G

Cisco IP Phone 7965G

Cisco IP Phone 7975G

Cisco IP Phone 8811

Cisco IP Phone 8821

Cisco IP Phone 8841

Cisco IP Phone 8845

Cisco IP Phone 8851

Cisco IP Phone 8861

Cisco IP Phone 8865

Cisco IP Phone 8945

Cisco IP Phone 8961

Cisco IP Phone 9951

Cisco IP Phone 9971

Cisco Jabber - Versions 9.6(FN3), 10.6.1(FN3),11.0(FN3), 11.5(FN3)

Cisco IP Phone DX80(FN5)

Cisco IP Phone DX650

(FN1) All Cisco Finesse phones support BiB.
(FN2) Cisco Finesse supports with caveats mentioned in Cisco Finesse section of the Release Notes for Unified Contact Center Express Solution Release 11.5(1), located at: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-release-notes-list.html
(FN3) Unified CCX supports Cisco Jabber as an agent device for voice and video interactions. 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.

(FN4) All the Cisco IP Phones for Cisco Finesse IP Phone Agent currently do not support the Simplified New Call UI.
(FN 5) Telepresence CE software does not support Transfer or Conference operations from Finesse.
(FN 6) Cisco Finesse IP Phone Agent is not supported over Mobile and Remote Access (MRA).

Endpoints for Remote Agents(top)

Cisco Expressway 8.7.1(FN1)

(FN1) The current version of Cisco Expressway does not support BiB and thus the contact center cannot achieve silent monitoring and recording functionalities. For any caveats and release specific information in Cisco Expressway see, http://www.cisco.com/c/en/us/support/unified-communications/expressway-series/products-release-notes-list.html.

System(top)

Cisco VPN Client for Desktop Clients
Security/Antivirus Software
Serviceability
Real Time Monitoring Tool (RTMT) Plugin
Cisco AnyConnect 3 and later versions
 SELinux is installed and configured by Unified CCX Installer 
                  11.5


Platform(top)

UCOS Platform Version
Internal Unified CCX Database (IDS)
Transport Layer Security (TLS) Tomcat
Open SSL
Red Hat Enterprise Linux (RHEL)
Java Versions
Servers
11_5_1_10000_6
 Informix IDS 11.70.UC7XA
  • 1.0
  • 1.1
  • 1.2
Tomcat 7.0.64
1.0.1e
6.6

Sun JRE 1.7.0_79

  • Custom Classes/SDK
  • Real-Time Reporting

Supported Languages(top)


 ASR Grammar for Workflow Steps
 Cisco IP Phone Agent Supported Languages
 Unified Intelligence Center
 Unified CCX Administration

Cisco

Finesse

IVR Prompts
 MediaSense
 SocialMiner
 TTS
 VXML Grammar
 Workforce Management
 Quality Management
Arabic
 No
No No No No Yes Yes No Dependent on software provided by  the TTS vendor
Dependent on software provided by the MRCP vendor
No No
Canadian French Yes
No No No No Yes No Yes No No
Cantonese
 No No No No No No No No No No
Cantonese
HongKong 		No No No No No Yes No No No No
Chinese
 No
No
 No No No No No No No No
Czech
 No
No
 No No Yes Yes No No No No
Danish
 No
Yes Yes No Yes Yes Yes Yes Yes Yes
Dutch
 No
Yes Yes No Yes Yes Yes Yes Yes Yes
English
Yes

(GB, US)

Yes Yes
(US)
 Yes Yes Yes
(AU, CA, GB, US)
 Yes (US) Yes Yes Yes
Finnish
 No
Yes
 Yes No Yes 
 Yes Yes Yes No No
French
 Yes
Yes Yes No Yes Yes

 Yes Yes Yes Yes
German
 Yes
Yes Yes No Yes 
 Yes Yes Yes Yes Yes
Hebrew
 No
No
 No No No Yes (IL) No No No No
Hungarian
 No
No
 No No Yes Yes No No No No
Italian
 Yes
Yes Yes No Yes Yes Yes Yes Yes Yes
Japanese
 Yes
Yes  Yes No Yes Yes Yes Yes1 No Yes
Korean
 No
Yes
 Yes No Yes 
 Yes Yes Yes1 No Yes
Malay
 No
No
 No No No Yes No No No No
Chinese
Mandarin
 No
No
 No No No 
 Yes and also Mandarin (Taiwan) No Yes1 and also in Taiwan1 No No
Norwegian
 No
Yes
 Yes No Yes Yes Yes Yes No No
Polish
 No
Yes No No Yes Yes Yes Yes No No
Portuguese
 No
Yes Yes and also in Portuguese(Brazilian) No   Yes
 Yes (Brazilian) Yes (Brazilian) Yes (Brazilian)
 Yes (Brazilian) Yes (Brazilian)
Russian
 No
Yes Yes No   Yes
 Yes Yes Yes No Yes
Simplified Chinese No
Yes Yes No Yes No Yes No No Yes
Spanish
 Yes

(CO, ES, MX)

Yes Yes No Yes 
 Yes
(CO, ES, MX, US) 		Yes Yes Yes Yes
Swedish
 No
Yes Yes No Yes Yes Yes Yes Yes Yes
Thai
 No
No No No No Yes No No No No
Traditional Chinese No
Yes Yes No Yes No Yes No No Yes
Turkish
 No
Yes Yes  No Yes Yes Yes Yes No No
Serbian
 No
 No
 No
 No
 Yes
 No
 No
 No
 No
 No
Croatian
 No
 No
 No
 No
 Yes
 No
 No
 No
 No
 No
Bulgarian
 No
 No
 No
 No
 Yes
 No
 No
 No
 No No
Romanian
 No
 No
 No
 No
 Yes
 No
 No
 No
 No No
Slovenian
 No
 No
 No
 No
 Yes
 No
 No
 No
 No No
Slovakian
 No
 No
 No
 No
 Yes
 No
 No
 No
 No No
Catalan
 No
 No
 No
 No
 Yes
 No
 No
 No
 No No
  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)

Devices Models
iPad iPad Air, iPad Air 2, iPad 2, iPad 3rd Generation, iPad 4th Generation
iPad Mini iPad Mini, iPad Mini with Retina Display, iPad Mini 3, iPad Mini 4
iPhone iPhone 4S, iPhone 5, iPhone 5C, iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 7, iPhone 7 Plus, iPhone 8, iPhone 8 Plus, iPhone X
iPod Touch iPod Touch 5th Generation

Additional Notes:

  • Devices must be running iOS 7 or later.

Android Device Support for REM (top)

Android Vendors Models
Samsung Galaxy S4, S4 Mini, S5, S5 Mini, S6
Galaxy Note III (or newer)
Galaxy Tab S, Tab 4 (8.4" and 10.1")
Google Nexus 5, 6, 7, 9, and 10
LG G2, Optimus G3
Motorola Moto G
HTC One M7, M8, One Max
HP Slate 7, 8, and 10

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)

System Requirement Jabber for Windows and Finesse Agent Desktop Jabber for Mac and Finesse Agent Desktop
Operating System
  • Microsoft Windows 7 SP1 or later: 32 and 64 bit
  • Microsoft Windows 8.x: 32 and 64 bit
  • Windows 10: 32-bit and 64-bit
  • Apple OS X Mountain Lion 10.8.1 or later
  • Apple OS X Mavericks 10.9 or later
  • Apple OS X Yosemite 10.10 or later
Installed RAM

4 GB

4GB

Free physical memory 2 GB 2 GB
Free disk space 1 GB 1 GB
CPU speed and type 4th Generation Intel Core i3 or later 1.6-GHz dual-core Intel Core i5 or later on the following hardware:
  • Mac Pro
  • MacBook Pro (including Retina Display models)
  • MacBook
  • MacBook Air
  • iMac
  • Mac mini
GPU DirectX 11 on Microsoft Windows 7 N/A
I/O ports USB 2.0 for USB camera and audio devices USB 2.0 for USB camera and audio devices
Screen resolution For Finesse clients, the minimum supported screen resolution is 1024x768. For Finesse clients, the minimum supported screen resolution is 1024x768.

Browser Support for REM Customers (top)

Browser Supported Version Verified Against Plug-in Required Platform / Operating System
Google Chrome 33+ 47 No
  • Windows
  • OSX
  • Linux
  • Chromebook
Mozilla Firefox 28+ 40-43 No
  • Windows
  • OSX
  • Linux
Microsoft Internet Explorer 11 11 Yes Windows
Apple Safari 8+ 8.3 Yes OSX
Microsoft Edge 12+ 12 No Windows 10 Co-browsing only—no Voice & Video
Opera 28+ N/A No
  • Windows
  • OSX
  • Linux

Note: Mobile browsers are not supported.

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