Unified CCX Software Compatibility Matrix for 12.5(1)

Unified CCX Software Compatibility Matrix for 12.5(1)

First Published:  2020-09-02

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Last Updated: 2023-08-10

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Contents

Unified CCX and IP IVR. 4

Unified CCX and IP IVR. 4

Solution Products and Components. 4

Workforce Optimization Compatibility. 6

Hardware and Virtualization. 7

Third Party Software. 8

ASR and TTS. 8

Export Unified Intelligence Center Reporting. 8

Wallboard Reporting. 9

Enterprise Database. 9

Enterprise Database for Unified Intelligence Center. 9

Microsoft Exchange Server for Email 10

Cloud Based Email Services. 10

Supported Single Sign-On Identity Providers. 10

Supported Browsers. 11

Transport Layer Security. 12

Client Operating System.. 12

Application Virtualization. 13

Application Virtualization. 13

Endpoint Devices. 13

SCCP Phones. 13

SIP Phones. 14

Jabber: 17

Endpoints for Remote Agents. 17

Cisco Expressway. 18

Platform.. 18

Supported Languages. 19

Legal Information (software documentation only) 24

Cisco Trademark (all documentation) 25

Cisco Copyright (all documentation) 25

 

 

 

Unified CCX and IP IVR

Unified CCX and IP IVR

 

(FN 1) The upgrade is also supported from any of the Engineering Specials and Service Update (SU) versions of 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 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), Pi28 15.5(3), Pi29 15.6(3), and Pi32 15.7(3).

(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).

(FN 6) SocialMiner has been renamed as Customer Collaboration Platform (CCP).

(FN 7) Minimum requirement is 11.5(SU4).

(FN 8) Minimum requirement is Unified CCX 12.5(1) ES01.

(FN 9) In Unified CCX, to enable SRTP in FIPS 140-2 mode, minimum requirement is Unified CM 12.5(1).

(FN 10) Transport Gateway is not supported in Unified CCX.

Workforce Optimization Compatibility

 

 

(FN 1) Compliance Recording/Quality Management/Advanced Quality Management (CR/QM/AQM) are 32-bit applications.

■        Support for the application client operation on Windows 7 64-bit machines is through WoW64 emulator mode.

■       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.

Note: Cisco Workforce Optimization licenses are not supported with Smart Licensing. Consequently, customers who upgrade to 12.5 must continue with Classic Licensing if they want to continue using Cisco WFO. Alternatively, customers who want to move to Smart Licensing for Unified CCX must consider migrating to the SolutionsPlus version of Workforce Optimization.

  Hardware and Virtualization

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

■      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

Wallboard Reporting

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

Enterprise Database

 

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

Microsoft Exchange Server for Email

 

^{(FN 1)} 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

 

Supported Single Sign-On Identity Providers

Cisco Identity Service supports the Identity Providers (IdPs) listed below 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

 

 

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

^{(FN 2)} This is deprecated from Unified CCX 12.5 onward.

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

Transport Layer Security

Unified CCX 12.5(1) and its components support Transport Layer Security (TLS) 1.2 for both incoming and outgoing connections.

Client Operating System

 

^{(FN 1)} The Windows User launching the Cisco Unified CCX Editor must be a part of the Windows Administrator Group.
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 10

■      Linux with KDE or GNOME client

Application Virtualization

 

 

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

Application Virtualization

Endpoint Devices

SCCP Phones

Note: From Unified CCX 12.5(1), Cisco IP Communicator is not supported for Cisco Finesse IP Phone Agent.

^{(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

 

^{(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 (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 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 CUCM version being used with Unified CCX. The minimum supported Cisco Jabber version is 12.5.
(FN 8) For minimum supported versions of CUCM 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.
For details of features supported with Webex Teams, refer to https://help.webex.com/en-us/n2cxa3p/Contact-Center-Integration-for-Webex-Teams.

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 Jabber as an agent phone now supports Multiline (ACD and non-ACD).

Endpoints for Remote Agents

 

 

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.

Note: For the languages that are supported by Cisco Webex Experience Management, click Experience Management.

 

 

 

 

 

    Legal Information (software documentation only)

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

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Cisco Trademark (all documentation)

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Cisco Copyright (all documentation)

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