Unified CCX Software Compatibility Matrix for 12.0(1)

Available Languages

Updated:September 2, 2020

Bias-Free Language

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Unified CCX Software Compatibility Matrix for 12.0(1)

 

Contents

Unified CCX and IP IVR(top)

Unified CCX and Unified IP IVR

 Supported Unified UCCX and Unified IP IVR Upgrade Paths(FN 1,2)
 Standalone Unified Intelligence Center
 APIs
  • 12.0(1)

12.0.1.1000-24

      

  • 10.5(1)SU1

  • 10.6(1)

  • 10.6(1)SU1

  • 10.6(1)SU2

  • 10.6(1)SU3

  • 11.0(1)

  • 11.0(1)SU1

  • 11.5(1)

  • 11.5(1)SU1

  • 11.6(1)

  • 11.6(2)        
  • 12.0(1)

CTI API

  • 13
  • 14
  • 15
  • 16
  • 17

For Unified CCX configuration APIs and Finesse APIs, see the Cisco Unified Contact Center Express Developer Guide, located at: https://developer.cisco.com/site/contact-center-express/.

(FN 1) The upgrade is also supported from any of the Engineering Specials of all the mentioned Unified CCX versions.
(FN 2) The Unified CCX includes the co-resident Unified Intelligence Center and Finesse.

Solution Products and Components(top)

 

Cisco Unified
Communications Manager
and Business Edition
6000 and 7000(FN 1)

 

 Gateways for Outbound Agent and IVR(FN 2,4)
 Cisco SocialMiner
 Cisco Prime Collaboration
 Cisco Instant Messaging and Presence (IM&P)(FN 5)
           11.x      12.x

Prime Deployment

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

 
  • 12.0(1)
  • 12.5(1) 

Router Series

  • 29XX
  • 39XX
  • 43XX
  • 44XX

Cisco IOS(FN 3)

  • 15.5(2)M
  • 15.5(3)M
  • 15.5(3)S(FN 4)
  • 12.0(1)
  • 10.5(1)
  • 10.6(1)
  • 11.0(1)
  • 11.5(1)
  • 11.6(1)
  • 10.5(1)
  • 10.6(1)
  • 11.5(1)
  • 11.6(1)
  • 12.5(1)

(FN 1) If the corresponding release version of the Unified CM is supported then all corresponding Service Update (SU) and Engineering Special 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 http://www.cisco.com/en/US/tech/tk652/tk701/tech_tech_notes_list.html.
(FN 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) 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).


Workforce Optimization Compatibility (top)

Unified CCX

Cisco Unified Communications Manager
 Compliance Recording/Quality Management/Advanced Quality Management(FN 1,2)
 Workforce Management (WFM)(FN 3)
  • 12.0(1)

 

 

  • 10.5(1)
  • 10.5(2)
  • 11.0(1)
  • 11.5(1)
  • 12.0(1)

 

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

(FN 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.
(FN 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.
(FN 3) All associated Service Updates are supported with compatible versions of WFM.

Hardware and Virtualization(top)


Third-Party Software(top)

ASR and TTS(top)

MRCP
 VXML
 Speech Servers
Nuance
  • 1.0
  • 2.0
  • Nuance Speech Server 6.2.x, 6.5.x, 7.0.2
  • Recognizer 10.2.x, 10.5.x, 11.0.1
  • Vocalizer 6.0.x, 6.2.x, 7.1.6
  • Nuance License Manager 11.7, 11.14.3
  • Nuance Management Station 5.5.1(FN 1), 6.0.1
  • 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.
  • 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.

(FN 1) Nuance Management Station 5.5.1 requires Nuance Speech Server 6.5.x, Recognizer 10.5.x, Vocalizer 6.2.x, and Nuance License Manager 11.7.

 

Export Unified Intelligence Center Reporting

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 12c R1
Oracle 11g R2
Sybase Adaptive Server 12
IBM DB2 8.2, 10.5
MS SQL Server 2008
MS SQL Server 2012
MS SQL Server 2014
MS SQL Server 2016

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(UC7X3)


Microsoft Exchange Server for Email(top)

Microsoft Exchange Server 2010(FN 1) - Enterprise Edition
Microsoft Exchange Server 2013(FN 2) - Enterprise and Standard Edition
Microsoft Exchange Server 2016 - Enterprise and Standard Edition

(FN 1) Microsoft Exchange Server 2010 does not have built-in support for TLS version 1.1 or 1.2. Contact Microsoft support for details. To continue using Exchange 2010, use the CLI command to enable TLS version 1.0 as the minimum version in the client (Cisco SocialMiner).
(FN 2) Download and install the latest cumulative update (Cumulative Update 15 for Microsoft Exchange Server 2013 (KB3197044) or higher) to support TLS version 1.2.


Cloud Based Email Services(top)

Office 365
Gmail


Supported Single Sign-On Identity Providers(top)

Microsoft AD FS (Active Directory Federation Services)
 2.0, 2.1, 3.0, and 4.0        
PingFederate
 8.2.2.0
OpenAM
 10.0.1
Shibboleth
 3.3.0
F5 13.0

 Cisco Identity Service supports the above listed Identity Providers (IdPs) and any other 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 (top)


 Internet Explorer 11
Native Mode
 Firefox 52

Extended Support Release (ESR) and higher ESR

 Chrome 60 and higher
Microsoft Edge 41.16299.15.0 and higher
Unified CCX Administration
 Yes
 Yes
 Yes
 Yes
Cisco Finesse(FN 1)
 Yes
 Yes
 Yes
 Yes
Cisco Unified Intelligence Center
 Yes
 Yes
 Yes
 Yes
Cisco Unified Intelligence Center (Live Data Gadgets)
 Yes
 Yes
 Yes
 Yes
Cisco SocialMiner Administration Yes Yes Yes Yes
Cisco Identity Service Administration Yes Yes Yes Yes

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

  • Real Time Reporting Tool is not a browser based application. It is a Java based application.

Transport Layer Security(top)

Unified CCX 12.0(1) and its components by default support Transport Layer Security (TLS) 1.2 for both incoming and outgoing connections. To change the TLS version to a minimum version (TLS 1.0 or 1.1) of a server or a client, use the CLI commands as documented in the Cisco Unified CCX Administration and Operations Guide available at, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.


Client Operating System(top)


 Windows 8
 Windows 8.1
 Windows 10
 Chromebook Red Hat Enterprise Linux v6
 Mac OS X
 Android
 AppleiOS with Safari browser
Editor(FN 1) No
Yes
Yes
 No No
No
No
No
Finesse
 No
 No
 Yes
 Yes No
Yes
  • 10.10
  • 10.11
No
No
Mobility Devices Support for Mobile Skill Manager(FN 2)
No
No
No
No No
No
Yes
  • 4.4
Yes
  • 5.x
  • 6.x

(FN 1) The Windows User launching the Cisco Unified CCX Editor must be a part of the Windows Administrator Group.
(FN 2) The Mobile Skill Manager is being deprecated from the release 12.0(1) onward.
Note:
1. For information on Jabber Client Operating System, refer to the specific versions of Jabber Release Notes.
2. Real Time Monitoring Tool is not supported on Windows 2012 server. The supported operating systems are listed below:

  • Windows 8
  • Windows 10
  • Linux with KDE or GNOME client

    Desktop Virtualization(top)

Cisco Finesse
VMware View 5.x
Horizon View 6.x, 7.x
Citrix XenDesktop 7.x
  • 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.x


Endpoint Devices(top)

SCCP Phones(top)

Cisco Unified IP Phones for Cisco Finesse IP Phone Agent
 Cisco Unified IP Phones for Cisco Finesse(FN 2)
Cisco IP Communicator(FN 1)
 Cisco IP Communicator(FN 1)

Cisco IP Phone 6921(FN 3)

Cisco IP Phone 6941(FN 3)

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

(FN 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.
(FN 2) All Cisco Finesse phones support BiB.
(FN 3) Supported on Phone Firmware Version 8.5.2 and later versions.

SIP Phones(top)

Cisco Unified IP Phones for Cisco Finesse IP Phone Agent(FN 4,8)
 Cisco Unified IP Phones for Cisco Finesse(FN 1,2)
Cisco IP Phone 7811(FN6)
 Cisco IP Phone 6941
Cisco IP Phone 7821(FN6) Cisco IP Phone 6961
Cisco IP Phone 7841(FN6) Cisco IP Phone 7811
Cisco IP Phone 7861 (FN6) 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 7925G
Cisco IP Phone 8865
 Cisco IP Phone 7942G

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 8961

Cisco IP Phone 9951

Cisco IP Phone 9971

Cisco Jabber (FN3) - Versions 9.6, 10.6.1,11.0, 11.5, 11.9, 12.0(FN7), 12.5, 12.6
  Webex Teams(FN9)

Cisco IP Phone DX80(FN5)

Cisco IP Phone DX650

(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
(FN 3) For Home Agent with Extend and Connect, 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.
(FN 4) 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) 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 (86400 seconds), so that the agent does not get logged out of Cisco Finesse IPPA even if the agent is on any other screen.
(FN 7)  Cisco Jabber as an agent phone now supports Multiline (ACD and non-ACD). This is applicable for versions 12.0 and above.
(FN 8) Cisco Finesse IP Phone Agent is not supported over Mobile and Remote Access (MRA).
(FN 9) For minimum supported versions of CUCM and Expressway (for MRA deployments) to support Webex Teams, 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.
For details of features supported with Webex Teams, refer to https://help.webex.com/en-us/n2cxa3p/Contact-Center-Integration-for-Webex-Teams.

Jabber:

  • Jabber for VDI call recording is supported.

Endpoints for Remote Agents(top)

Cisco Expressway 8.7.1(FN 1)

(FN 1) This 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.

 

Platform(top)

Internal Unified CCX Database (IDS)
Transport Layer Security (TLS) Tomcat
Open SSL
CentOS 
JDK Version
Informix IDS 12.10.UC9W1
  • 1.0
  • 1.1
  • 1.2
Tomcat 7.0.85
1.0.1e-fips
6.8

OpenJDK 1.7.0_181

 

Supported Languages(top)


 ASR Grammar for Workflow Steps
 IP Phone Agent Supported Languages
 Unified Intelligence Center(FN 3)
 Unified CCX Administration

Finesse

IVR Prompts
 SocialMiner
 TTS
 VXML Grammar
 Workforce Management
 Quality Management
Arabic
 No
No No No No 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 Yes No No
Cantonese
 No No No No No No No No No
Cantonese
HongKong 		No No No No No Yes No No No

Chinese

No
No

No

No No No No No No
Czech
 No
No
 Yes No Yes Yes No No No
Danish
 No
Yes Yes No Yes Yes Yes Yes Yes
Dutch
 No
Yes Yes No Yes Yes Yes Yes Yes
English
Yes

(GB, US)

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

 Yes Yes Yes
German
 Yes
Yes Yes No Yes 
 Yes Yes Yes Yes
Hebrew
 No
No
 No No No Yes (IL) No No No
Hungarian
 No
No
 Yes No Yes Yes No No No
Italian
 Yes
Yes Yes No Yes Yes Yes Yes Yes
Japanese
 Yes
Yes  Yes No Yes Yes Yes(FN 1) No Yes
Korean
 No
Yes
 Yes No Yes 
 Yes Yes(FN 1) No Yes
Malay
 No
No
 No No No Yes No No No
Chinese
Mandarin
 No
No
 No No No 
 Yes and also Mandarin (Taiwan) Yes(FN 1) and also in Taiwan(FN 1) No No
Norwegian
 No
Yes
 Yes No Yes Yes Yes No No
Polish
 No
Yes Yes No Yes Yes Yes No No
Portuguese
 No
Yes Yes and also in Portuguese(Brazilian) No   Yes
 Yes (Brazilian) Yes (Brazilian)
 Yes (Brazilian) Yes (Brazilian)
Russian
 No
Yes Yes No   Yes
 Yes Yes No Yes
Simplified Chinese No
Yes Yes No Yes No No No Yes
Spanish
 Yes

(CO, ES, MX)

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

(FN 1) Finesse IPPA supports all languages currently supported by Finesse provided that 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.


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, S7
Galaxy Note III (or newer)
Galaxy Tab S, Tab 4 (8.4" and 10.1")
Google Nexus 5, 6, 7, 9, and 10, Pixel, Pixel XL
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.
  • The quality of sent and received video may be poorer on low-specification Android devices. This is especially true if the device is trying to send and receive full HD video. In such a scenario the device can become overloaded.


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 48+ 59 No
  • Windows
  • OSX
  • Linux
  • Chromebook
  • Android
Mozilla Firefox 45+ ESR 54 No
  • Windows
  • OSX
  • Linux
Microsoft Internet Explorer 11 11 Yes Windows
Apple Safari 8+ 10.1.2 Yes
  • OSX
  • iOS
Microsoft Edge 20.10240+ 38, 40 No
  • Windows 10 Co-browsing only support from 20.10240 (EdgeHTML 12.10240).
  • Voice and Video support from 40.15063 (EdgeHTML 15.15063).
Opera 28+ 46 No
  • Windows
  • OSX
  • Linux

Note:

  • To support Chrome v72+, REM 11.6(1) ES15 must be installed. 

    Mobile Browser Support for REM Customers (top)

    Browser Supported Version Verified Against Plug-in Required Platform / Operating System
    Google Chrome 48+ 62 No Android co-browsing only
    Apple Safari 8+ 10.1.2, 11.0 No iOS co-browsing only



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