Unified Contact Center Enterprise

All features that were introduced in 12.5(1) and 12.5(1) ES releases are included as part of 12.5(2).

New Features

Dual Platform Support

Contact Center Enterprise (CCE) components supports the following platforms:

  • Microsoft Windows Server 2016 and Microsoft SQL Server 2017

  • Microsoft Windows Server 2019 and Microsoft SQL Server 2019


Note

The cross combination of platforms is not supported. For example, Windows Server 2016 with SQL Server 2019 or Windows Server 2019 with SQL Server 2017 is not supported.

For more information, see the Install Microsoft Windows Server section in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

HTTP Strict Transport Security Support for Unified CCE Web Applications

In this release, the Unified CCE web applications such as Diagnostic Portico, CCE Administration, and Websetup will support HTTP Strict Transport Security (HSTS). The Unified CCE web applications will use the HSTS header to instruct the browsers to use only the HTTPS connections.

The Internet Script Editor (ISE) will use the HTTPS connection to communicate with the Administration and Data Server.

The interface to download the ISE client from the Administration and Data Server will happen only over the HTTPS connection and any attempt to download using an HTTP connection will be forbidden.

The following additional security hardening measures are added on the ISE installer location:

  1. Disabled directory and wildcard listing.

  2. Disabled anonymous authentication, and enabled basic or windows authentication.

  3. Disabled the following unused HTTP methods: PUT, POST, and DELETE.

For more information, see the Internet Script Editor section in the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

Updated Features

The following are the updated features available for each Contact Center Enterprise solution in Release 12.5(2).

Diagnostic Framework Portico

The Unified ICM/Unified CCE Diagnostic Framework Portico has moved to form-based authentication for login. It has a new login page, an option to log out, and a 30 minute session timeout.


Note

The GetMenu URL is now deprecated.


Note

For more information, see Diagnostic Toolssection in the Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

Important Notes

Support for Microsoft Windows 11 (64 bit)

CCE supports the Microsoft Windows 11 (64 bit) operating system for Administration Client and Internet Script Editior (ISE) components.

OpenJDK Java Runtime Environment Update

12.5(2) MR installs OpenLogic's OpenJDK JRE as the runtime support for all the CCE java applications. If you uninstall CCE 12.5(2) MR, the applications will use the following JRE versions:

  • OpenJDK JRE that was installed on 12.5(1a) base installer or 12.5(1) ES55 and above.

    Or

  • Oracle JRE that was installed on 12.5(1).

Before you install or upgrade to 12.5(2), make sure to export the certificates of all the components. For more information, see the Certificate management requirements section in the Cisco Unified Contact Center Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Tomcat Upgrade

In ICM 12.5(2), Tomcat is upgraded from 9.0.44 to 9.0.62 .

Cloud Connect Update

Starting release 12.5(2), Cloud Connect 12.5(1) is not supported. If you are using Cloud Connect 12.5(1) in your deployment and you want to upgrade to ICM 12.5(2), make sure that you upgrade to Cloud Connect 12.6.

Deprecated Features

Deprecated features are fully supported. However, there is no additional development for deprecated features. These features may be scheduled to be removed in a future release. Plan to transition to the designated replacement feature. If you are implementing a new deployment, use the replacement technology rather than the deprecated feature.

Table 1. Deprecated Features/Solution

Deprecated Feature

Announced in Release

Replacement

Notes

UCC Enterprise Gateway PG (Parent PG in Parent-Child deployments)

12.5(1)

None

None

Integrity Check Tool

12.0(1)

None

None

External Script Validation

12.0(1)

None

None

Translation Route Wizard

12.0(1)

Translation Route Explorer

None

MIB Objects:

cccaDistAwWebViewEnabled

cccaDistAwWebViewServerName

cccaSupportToolsURL

cccaDialerCallAttemptsPerSec

11.6(1)

None

None

Generic PG

11.5(1)

Agent PG and VRU PG

None

"Sprawler" deployment

10.0(1)

A Packaged CCE deployment

A "Sprawler" was a Progger with an Administration & Data Server on a single box. It was used for lab deployments.

Cisco Hosted Collaboration Solution for Contact Center (HCS for CC)

12.5(2)

Unified CCE or Webex CCE

None

Removed and Unsupported Features

The features listed in the following table are no longer available.

Table 2. Removed and Unsupported Features

Feature

Effective from Release

Replacement

Internet Explorer 11

12.5(2)

Edge Chromium (Microsoft Edge v79 and later)

Avaya Aura Contact Center (AACC - formerly Symposium) PG

12.5(2)

Migrate to Contact Center Enterprise or Webex CCE.

Aspect PG

12.5(2)

Migrate to Contact Center Enterprise or Webex CCE.

Symposium ACD

12.5(2)

Migrate to Contact Center Enterprise or Webex CCE.

ECSPIM/Avaya (Definity) PG using CVLAN interface

12.5(2)

TAESPIM/Avaya (Definity) PG using TSAPI interface

Customer Journey Analyzer for Business Metrics (Trials)

12.5(2)

None

Note

 

Customer Journey Analyzer was available for trials only in Release 12.5(1). The trials have been discontinued.

Third Party Software Impacts

Other Software Upgrades

The following softwares are upgraded in this release:

  • JRE—Upgraded to 1.8 (32 bit), Update 332.

  • Perl—Upgraded to version 5.32.1.

  • Apache Tomcat—Upgraded to version 9.0.62.

  • OpenSSL—Upgraded to version openssl-1.1.1m.

  • Apache Struts—Upgraded to version 2.5.30.

  • Jackson—Upgraded to version 2.13.2.

  • Spring—Upgraded to version 5.2.20.

  • Hibernate—Upgraded to version 5.6.7.

  • Log4J—Upgraded to version 2.17.2.

  • Xerces—Upgraded to version 2.12.2.

  • Xstream—Upgraded to version 1.4.19.