Features

Feature Summary

For 15.0(1) SU2/ES202607, the following features are available for the listed components:

General Availability Features

General Availability (GA) refers to the stage in the product lifecycle when a feature and its documentation are officially released and available to all customers.

Solution or Component

 General Availability Features Installation or Upgrade Requirements

Unified CCE and Packaged CCE

Support for Fresh Install and Migration to Nutanix

Fresh Install on Nutanix is supported for all Windows-based and VOS-based CCE components. Follow the existing Fresh Install procedures in the Installation chapter of the Cisco Unified CCE or Packaged CCE Installation and Upgrade Guide, Release 15.0(1). Use the Nutanix OVA instead of the VMware OVA.

To migrate CCE VOS-based components from an existing 12.6(2) or 15.0(1) VMware deployment to 15.0(1) SU2 on Nutanix, install the required ES on the source machine to enable export functionality and use the Fresh Install with Import option.

See the Installation chapter for Fresh Install and the Migration from VMware to Nutanix chapter for migration in the following guides:

Configure Custom SQL Server Port

Install 15.0(1) ES202607 on the Administration & Data Server, Administration Client, Router, Logger, and PG. For more information, see the Installation chapter in the following guides:

Upgrade Finesse to 15.0(1) SU2. For information on how to upgrade, see the Upgrade chapter of the Cisco Finesse Installation and Upgrade Guide, Release 15.0(1).

Email Synchronization Updates for CCE Users in Webex Engage

Install 15.0(1) ES202607 on the Administration & Data Server, Administration Client, Router, Logger, and PG. For more information, see the Installation chapter in the following guides:

Upgrade Finesse to 15.0(1) SU2. For information on how to upgrade, see the Upgrade chapter of the Cisco Finesse Installation and Upgrade Guide, Release 15.0(1).

Upgrade Cloud Connect to 15.0(1) SU2. For information on how to upgrade, see Upgrade Cloud Connect.

New AI engine for Webex AI Agent

Install 15.0(1) ES202607 on the Administration & Data Server, Administration Client, Router, Logger, and PG. For more information, see the Installation chapter in the following guides:

Upgrade Finesse to 15.0(1) SU2. For information on how to upgrade, see the Upgrade chapter of the Cisco Finesse Installation and Upgrade Guide, Release 15.0(1).

Upgrade Cloud Connect to 15.0(1) SU2. For information on how to upgrade, see Upgrade Cloud Connect.

Packaged CCE

Increased Reliability and Scale for Contact Center AI Features

Install 15.0(1) ES202607 on the Administration & Data Server, Administration Client, Router, Logger, and PG. For more information, see the Installation chapter in the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 15.0(1).

Install 15.0(1) ES202607 on Unified CVP. For more information, see the Installation and Upgrade Guide for Cisco Unified Customer Voice Portal, Release 15.0(1).

Upgrade Cisco VVB to 15.0(1) SU2. For information on how to upgrade Cisco VVB, see the Cisco VVB Upgrade chapter of the Installation and Upgrade Guide for Cisco Virtualized Voice Browser, Release 15.0(1).

Media Gateway Statistics

Install 15.0(1) ES202607 on the Administration & Data Server, Administration Client, Router, Logger, and PG.

For more information, see the Installation chapter in the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 15.0(1).

Upgrade Cisco VVB to 15.0(1) SU2. For more information, see the Cisco VVB Upgrade chapter in the Installation and Upgrade Guide for Cisco Virtualized Voice Browser, Release 15.0(1).

Support for ECE and Webex Connect Digital Channels in the Same Packaged CCE Deployment

Install 15.0(1) ES202607 on the Administration & Data Server, Administration Client, Router, Logger, and PG. For upgrade information, see the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 15.0(1).

Install 15.0(1) ES202607 on ECE. For more information, see the Enterprise Chat and Email Installation and Configuration Guide for Packaged CCE, Release 15.0.

Cisco VVB

Webex AI Agent Enhancements

Upgrade Cisco VVB to 15.0(1) SU2. For more information, see Installation and Upgrade Guide for Cisco Virtualized Voice Browser, Release 15.0(1).

Finesse

 Secure SSL Connection Between Cisco Finesse and Administration and Data Server

Install 15.0(1) ES202607 on the Administration & Data Server. For more information, see the Installation chapter in the following guides:

Upgrade Finesse to 15.0(1) SU2. For information on how to upgrade, see the Upgrade chapter of the Cisco Finesse Installation and Upgrade Guide, Release 15.0(1).

ECE

Support for Migration of ECE to Nutanix

For 15.0(1) deployments, install 15.0(1) ES202607 on ECE. For 12.6(2) deployments, the required ES is component-dependent.

For more information, see the Enterprise Chat and Email Installation and Configuration Guide for Unified CCE, Release 15.0 or Enterprise Chat and Email Installation and Configuration Guide for Packaged CCE, Release 15.0.

Configure Custom SQL Server Port

Install 15.0(1) ES202607 on ECE. For more information, see the Enterprise Chat and Email Installation and Configuration Guide for Unified CCE, Release 15.0 or Enterprise Chat and Email Installation and Configuration Guide for Packaged CCE, Release 15.0.

Unified CCMP

Support for Migration of CCMP to Nutanix

For 15.0(1) deployments, install 15.0(1) ES202607 on Unified CCMP. For 12.6(2) deployments, the required ES is component-dependent. For more information, see the Installation and Configuration Guide for Cisco Unified Contact Center Management Portal, Release 15.0(1).

Configure Custom SQL Server Port

Install 15.0(1) ES202607 on Unified CCMP. For more information, see the Update SQL Server Port chapter in the Installation and Configuration Guide for Cisco Unified Contact Center Management Portal, Release 15.0(1).

Install Unified CCMP 15.0(1) ES202607. For more information, see the Installation and Configuration Guide for Cisco Unified Contact Center Management Portal, Release 15.0(1).

Updated Features

Solution or Component

 Updated Features Installation or Upgrade Requirements

ECE

Install ECE 15.0(1) ES202607. For more information, see the Enterprise Chat and Email Installation and Configuration Guide for Unified CCE, Release 15.0 or Enterprise Chat and Email Installation and Configuration Guide for Packaged CCE, Release 15.0.

Cisco Reverse Proxy

Updated RHEL Platform Support for Reverse Proxy

Use RHEL 9.8 or RHEL 10.2 for Reverse Proxy. For installation and upgrade information, see the Cisco Contact Center Enterprise Reverse Proxy Installation and Upgrade Guide, Release 15.0(1).

Controlled Availability Features

Controlled Availability refers to the stage in the product lifecycle when a feature is made available to a limited set of customers, regions, markets, or industries. This allows for evaluation and feedback on features that have not yet reached General Availability.

To join Controlled Availability testing or to request access to documentation, email the Product Management team at cce-pm-team@cisco.com.

Solution or Component

Controlled Availability Features

Installation or Upgrade Requirements

Unified CCE and Packaged CCE

 Webex Common Identity for Single Sign-On in CCE

  • Install 15.0(1) ES202607 on the Administration & Data Server, Administration Client, Router, Logger, and PG.

  • Install 15.0(1) ES202607 on Unified CCMP.

  • Upgrade Finesse to 15.0(1) SU2.

  • Upgrade Cloud Connect to 15.0(1) SU2.

  • Upgrade Unified Intelligence Center to 15.0(1) SU2.

Beta Features

Beta refers to the stage in the product lifecycle where select customers are invited to evaluate and provide feedback on features that have not yet reached General Availability.

Beta features are not enabled by default. To join Beta testing or enable these features, email the Product Management team at cce-pm-team@cisco.com.

Solution or Component

Beta Features

Installation or Upgrade Requirements

Unified CCE and Packaged CCE

 Cisco AI Assistant

  • Virtual agent transfer summaries

  • Call transcript

  • Wrap-up summaries

  • Real-time assist

  • Install 15.0(1) ES202607 on the Administration & Data Server, Administration Client, Router, Logger, and PG.

  • Upgrade Finesse to 15.0(1) SU2.

  • Upgrade Cloud Connect to 15.0(1) SU2.

  • Upgrade Unified Intelligence Center to 15.0(1) SU2.

  • Install 15.0(1) ES202607 on Unified CVP.

  • Upgrade Cisco VVB to 15.0(1) SU2.

ES202607

General Availability Features

New Features

Support for Fresh Install and Migration to Nutanix

  • Migration from VMware—Windows-based CCE components: For CCE components (Router, Logger, AW-HDS-DDS, and PG), Unified CVP components (Unified CVP server and Unified CVP Reporting server), ECE, and Unified CCMP, follow the existing Technology Refresh and data migration procedures.

    Nutanix Move is supported as an alternative option to migrate deployed Windows-based CCE components, Unified CVP components, ECE, and Unified CCMP from VMware to Nutanix. Before initiating migration, ensure that backup solutions are disabled, required network ports are open, and a maintenance window is scheduled.


Note

VMware-to-Nutanix migration is GA in 15.0(1) SU2. Use the dedicated Nutanix-specific OVA files for all CCE components. The Nutanix-specific OVA files use the same resource specifications as the 15.0(1) VMware OVAs.

Fresh Install: Fresh Install on Nutanix is supported for all Windows-based and VOS-based CCE components. Follow the existing Fresh Install procedures in the Installation chapter of the Cisco Unified CCE or Packaged CCE Installation and Upgrade Guide, Release 15.0(1). Use the Nutanix OVA instead of the VMware OVA.

Migration from VMware—CCE VOS-based components: To migrate CCE VOS-based components from an existing 12.6(2) or 15.0(1) VMware deployment to 15.0(1) SU2 on Nutanix, use the Fresh Install with Import option.

The migration process involves exporting platform and application data from the existing VMware environment to an SFTP server and importing it during the deployment of 15.0(1) SU2 on Nutanix. See the System Requirements section in the Migration from VMware to Nutanix chapter for the required software and patch levels on both the source and destination CCE deployments.

See the Installation chapter for Fresh Install and the Migration from VMware to Nutanix chapter for migration in the following guides:

Support for ECE and Webex Connect Digital Channels in the Same Packaged CCE Deployment

Packaged CCE now supports ECE and Webex Connect Digital Channels in the same deployment. Agents can handle ECE chat and email interactions and Webex Connect digital-channel interactions from a single Finesse desktop.

Administrators can configure agents, ECC variables, Media Routing Domains, skill groups, and routing scripts for both integrations. Supervisors can manage teams and agents regardless of whether they handle ECE or Webex Connect interactions.

Configure ECE and Webex Connect individually before enabling both integrations in the same deployment. Agents must be enabled for Single Sign-On, and ECE and Webex Connect must use separate Media Routing Domains and their corresponding application paths.

For configuration instructions, see the ECE and Webex Connect Co-deployment in Packaged CCE chapter in the Cisco Packaged Contact Center Enterprise Features Guide, Release 15.0(1).

For Packaged CCE configuration limits, see the Configuration Limits and Feature Availability for Reference Designs chapter in the Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 15.0(1).


Note

  • A maximum of 400 agents can handle tasks from both ECE and Webex Connect Digital Channels at the same time. This limit applies only to agents with both ECE and Webex Connect channels enabled, regardless of whether ECE is in a co-located 400-agent deployment or a distributed 2500-agent deployment.

  • Ensure that ECE is configured within the configuration limits defined for your deployment type. The limits that apply to ECE also apply to the combination of ECE and Webex Connect.

    For more information about configuration limits, see the Configuration Limits and Feature Availability for Reference Designs chapter in the Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 15.0(1).

Configure Custom SQL Server Port

Unified CCE and Packaged CCE now support configuring a custom SQL Server port. Administrators can specify a custom port other than the default port 1433 to address security requirements and ensure compliance with the CIS Microsoft SQL Server Benchmark recommendation to use a nonstandard port for SQL Server.


Note

  • This feature is available after you install the applicable release, ES, or SU for each component:

    • 15.0(1) ES202607—Logger and Router

    • 15.0(1) ES202607—Administration & Data Server and Administration Client

    • 15.0(1) SU2—Unified Intelligence Center

    • 15.0(1) SU2—Finesse

    • 15.0(1) SU2—Cloud Connect

    • 15.0(1) ES202607—ECE and Unified CCMP

  • You can configure a custom SQL Server port for all CCE agent deployments.

  • The custom SQL Server port is supported on CCE databases and can be configured for components that connect to these databases, including Finesse, Unified Intelligence Center, Live Data, Administration Client, ECE, Unified CCMP, and Cloud Connect.

For more information, see the Custom SQL Server Port section in the SQL Server Hardening chapter of the Security Guide for Cisco Unified ICM/Contact Center Enterprise.

Email Synchronization Updates for CCE Users in Webex Engage

When an administrator updates an agent's email address in CCE, CCE synchronizes the change with Webex Engage. For existing agents enabled for single sign-on (SSO) through Cisco IdS, this synchronization ensures that the email address in Webex Engage matches the email address associated with the agent's Control Hub account.

For field mapping between Webex Engage and CCE, see the Digital Channels Integration Using Webex Connect chapter in the Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1) and Cisco Packaged Contact Center Enterprise Features Guide, Release 15.0(1).

Increased Reliability and Scale for Contact Center AI Features

Packaged CCE introduces the Media Gateway service to improve AI capabilities for live agent interactions in on-premises deployments. This service bridges on-premises infrastructure with cloud-based AI platforms, enabling real-time AI experiences for agents and supervisors.

For Packaged CCE, configuration is done via the Unified CCE Administration console by selecting the Media Gateway check box on the Inventory page.

To ensure system stability and security, keep all Windows-based and VOS-based components updated to the latest versions. Contact Cisco Technical Support to obtain the necessary updates for your environment.

For more information on how to configure the Media Gateway service, see the Call Transcription chapter in the Cisco Packaged Contact Center Enterprise Features Guide, Release 15.0(1) at https://www.cisco.com/c/en/us/support/contact-center/packaged-contact-center-enterprise-15-0-1/model.html.

For more information on the design considerations, see the Media Gateway for CCAI Services and Contact Center AI services Task Flow section in the Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 15.0(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html.

Media Gateway Statistics

You can now view Media Gateway statistics for Packaged CCE 2000, 4000, and 12000 agent deployments. The Unified CCE Administration portal displays general, real-time, interval, and aggregate statistics for the Cisco VVB VM configured in Media Gateway (MGW) Service Only Mode or Mixed Mode (Cisco VVB & Media Gateway).

For more information, see the Media Gateway Statistics section in the Cisco Packaged Contact Center Enterprise Features Guide, Release 15.0(1).

New AI engine for Webex AI Agent

To help you create more meaningful and reliable customer connections, the Webex AI Agent has been upgraded from GPT-4.1 to GPT-5.4. This enhancement is designed to deliver greater accuracy, more natural conversations, and improved prompt adherence, helping your AI agents remain closely aligned with your specific business goals. The new engines are available from the drop-down list as Webex AI Pro 2.0, Webex AI Pro US 2.0, and Webex AI Pro EU 2.0.

We recommend upgrading your existing agents to version 2.0 to benefit from these enhancements, as support for version 1.0 engines will end soon.

For more information, see the Webex AI Agent Studio section in the Webex Ai Agent chapter of the following guides:

Webex AI Agent Enhancements
A-law Codec Support for Webex AI Agent and Webex AI Assistant

Webex AI Agent and AI Assistant voice deployments now support the G.711 A-law codec.

This enhancement enables customers in regions where A-law is commonly used, such as Europe and many countries in Asia and Africa, to use Webex AI Agent and AI Assistant without requiring conversion to mu-law.

This update does not change the configuration flow, agent experience, supervisor experience, reporting, licensing, or language support. Customers can continue to use the supported AI capabilities with the codec configuration available for their deployment.

For more information, see the following guides:

The Feature Overview section in the Webex AI Agent chapter of Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1) and Cisco Packaged Contact Center Enterprise Features Guide, Release 15.0(1).

Dynamic Welcome Message

Autonomous AI Agent now supports dynamic welcome messages, allowing greetings to be personalized based on context such as the customer profile, entry point, or interaction scenario. For more information, see the Update Autonomous AI Agent Profile section in the Webex AI Agent Studio Administration Guide.

Custom Exit and Re-entry Events

Autonomous AI Agent now supports custom events for exit and re-entry flows. This enables more flexible conversation handling when a customer leaves a flow and later returns, or when a specific event-based path needs to be triggered. For more information, see the Configure Custom Transfer Action section in the Webex AI Agent Studio Administration Guide.

Silent and Announced Transfer

Autonomous AI Agent now supports silent transfer and announced transfer. Silent transfer moves an interaction to another destination without requiring additional customer action, while announced transfer provides for an announcement before completing the transfer. For more information about silent and announced transfers, see the Configure custom transfer action section in the Webex AI Agent Studio Administration Guide.

EU Compliance

Webex AI Agent now includes compliance-related enhancements that support AI development, data privacy, security, and safety requirements for customer interactions. For more information, see the AI development, data privacy, security, and safety section in the Webex AI Agent Studio Administration Guide.

MCP Fulfillment Actions

Autonomous AI Agent now supports Model Context Protocol (MCP) fulfillment actions, enabling AI agents to connect directly to third-party tools and services during live conversations. For more information, see the Configure MCP client action section in the Webex AI Agent Studio Administration Guide.

Web URLs as Knowledge Sources

Autonomous AI Agent now supports web URLs as knowledge sources, allowing administrators to extract content from authorized public websites and use it for AI Agent responses. For more information, see the Create web URL knowledge source section in the Webex AI Agent Studio Administration Guide.

Webex AI Pro Europe Engine

Autonomous AI Agent now supports the Webex AI Pro-Europe 1.0 engine, providing a localized experience for Europe-based customers. For more information, see the Update autonomous AI agent profile section in the Webex AI Agent Studio Administration Guide.

Secure SSL Connection Between Cisco Finesse and Administration and Data Server

Finesse Administration supports SSL encryption for Administration and Data Server (AWDB) connections.

Administrators can enable encryption and test the connection before saving the AWDB configuration. This update helps secure database traffic between Finesse and AWDB and align deployments with enterprise security requirements.

For more information, see the following guides:

Unified CCMP Features
Include identifying information in log entries

Unified CCMP now records authentication events with complete identifying information. Login and logout activities are logged with details of who performed the action, when it occurred, where the request originated, and the authentication method used (local or external). This provides administrators with comprehensive audit trails for monitoring, tracking, and investigating sign-in activity across the system.

For more information, see the Authentication Audit Logging section in the Installation and Configuration Guide for Cisco Unified Contact Center Management Portal, Release 15.0(1).

Configure password complexity policy

Administrators can now configure Unified CCMP's password policy to match their organization's security standards, including complexity rules, expiration, and reuse limits. A Generate Password option is also available across user and password management pages, creating secure passwords that are shown in clear text for 30 seconds before being hidden. This helps customers meet their internal security and compliance requirements.

For more information, see the Changing a Password section in the User Guide for Cisco Unified Contact Center Management Portal, Release 15.0(1). For password policy configuration, see the contextual online Help for the Security Settings page.

Integrate with the CCE-CCMP feature flag framework

Unified CCMP now connects to the Cloud Connect feature flag framework to enable or disable features at runtime. Administrators can configure the connection details, allowing features to be rolled out or managed without redeploying the application. This supports phased rollouts and trial or general availability feature management.

For more information, see the Configuring Cloud Connect Feature Flag Integration section in the Installation and Configuration Guide for Cisco Unified Contact Center Management Portal, Release 15.0(1).

Important Notes

Java Runtime Environment Upgrade for Unified CCE and Packaged CCE

With 15.0(1) SU2/ES202607, Unified CCE and Packaged CCE application nodes are upgraded from Java Runtime Environment (JRE) 17 to JRE 21. The qualified version is Java 21.0.11.

The 15.0(1) base release and earlier Engineering Specials continue to use JRE 17. Unified CVP remains on its qualified JRE 17 version.

During the upgrade, JRE 17 is retained to support rollback. When ES202607 is uninstalled, the installer switches the CCE applications back to JRE 17.

If JRE 17 has been manually removed after the upgrade, uninstalling ES202607 displays a warning and prompts you to set the CCE_JAVA_HOME environment variable to the JRE 17 installation directory before continuing.

For more information, see the JAVA, JRE, and Tomcat section in the Contact Center Enterprise Solution Compatibility Matrix, Release 15.0(1).

Cloud Connect compatibility with Cisco Webex Control Hub

This ES addresses a compatibility issue with Cisco Webex Control Hub. The Control Hub APIs have been updated, causing the Cloud Connect cluster to appear as Not Operational in Control Hub.

To resolve this issue, re-register Cloud Connect with Control Hub after upgrading.

Updated Features

ECE Features and Enhancements
Ability to customize available emojis

Administrators can now control which emojis are available to agents in the ECE gadget. A new Agent editor emoji setting, added under Chat Settings, lets administrators restrict the emoji picker to a custom allowlist, either globally or at the department/partition level, instead of showing the full default catalog. Once configured, agents only see the approved emojis in the gadget after their next reload or login. For more information, see the Chat Settings chapter in the Enterprise Chat and Email Administrator's Guide to Chat and Collaboration Resources, Release 15.

ECE gadget compliance with Finesse CSP requirements

The ECE gadget is updated to remove code practices that are no longer supported under Finesse's stricter security policies. This change ensures the gadget continues to load and function correctly within Finesse.

Compliance with PCI-DSS v4.0 standards

ECE meets PCI-DSS v4.0 requirements through data masking of sensitive values, end-to-end SSL/TLS encryption, database encryption at rest, and secure binary storage of attachments.

Installer for engineering tools (ETs)

Engineering tools (ETs) are now delivered as lightweight, automated installers instead of manual patches. This reduces deployment errors and simplifies the process of applying ETs to an ECE setup.

Updated RHEL Platform Support for Reverse Proxy

Reverse Proxy now supports Red Hat Enterprise Linux (RHEL) 9.8 and RHEL 10.2. Support for RHEL 9.4 is deprecated.

Controlled Availability Features

Webex Common Identity for Single Sign-On in CCE

Webex Common Identity (CI) is a unified identity framework that centralizes user identities, authentication, and authorization across all Webex services.

Key features:

  • Enables AI features for Unified CCE and Packaged CCE deployments.

  • Federation with customer Identity Providers (IdPs) that are SAML 2.0 compliant

  • Alignment with Cisco security and privacy requirements

Important considerations:

Please review the following considerations carefully before enabling Webex Common Identity:

  • Webex Common Identity is supported only for agents and supervisors but not for administrators. Administrators will continue to use local authentication.

  • Supervisors can log in to the Unified CCE Administration console and Unified Intelligence Center using Webex Common Identity.

  • CCE supports SSO with Cisco IdS and Webex Common Identity, but only one can be configured for any user.

  • As part of the unified identity platform, Webex Common Identity integrates with CCE and is managed through Control Hub.

Webex Common Identity for Single Sign-On in Unified CCMP

Unified CCMP now supports provisioning agents with Webex Common Identity-based single sign-on (SSO) when integrated with Unified CCE 15.0(1), and automatically recognizes Common Identity persons imported from Unified CCE whenever SSO is enabled.

For more information, see the following sections in the User Guide for Cisco Unified Contact Center Management Portal, Release 15.0 (ES202607):

  • SSO Enabled (only available in Mixed Mode) field description in the Creating Persons chapter

  • Select Existing Persons > SSO Enabled and Create a New Person > SSO Enabled (only available in Mixed Mode) field description in the Creating Agents chapter

Beta Features

Cisco AI Assistant

Cisco AI Assistant provides voice agents with AI-powered assistance, including Virtual agent transfer summaries, Call transcript, Real-time assist, and Wrap-up summaries to optimize customer interactions. The AI Assistant feature helps agents and supervisors achieve business results more quickly and with less stress.

Unified CCE administrators can enable or disable Cisco AI Assistant features for specific agents from the Unified CCE Administration console. The Finesse desktop displays the Cisco AI Assistant icon only when at least one supported Cisco AI Assistant feature is enabled for the agent, such as Virtual agent transfer summaries, Wrap-up summaries, or Real-time assist. During an active interaction between the human agent and the caller, the Finesse desktop continues to use the current configuration, and any administrator changes take effect only after the agent refreshes the Finesse desktop.

Cisco AI Assistant provides the following capabilities:

  • Virtual agent transfer summaries: AI-generated call summaries provide concise, context-rich updates at key points throughout the customer journey. This capability provides agents with a clear overview of previous interactions with virtual agents, thereby reducing customer repetition and accelerating issue resolution.


    Note

    'Virtual Agent transfer Summary' is the same as 'AI Agent transfer Summary'.

  • Call transcript: AI-generated real-time call transcription on the Finesse desktop helps human agents communicate more effectively and stay focused during customer interactions. By displaying live customer speech during calls between a customer and a human agent, this feature improves clarity, reduces misunderstandings, and minimizes manual note-taking, while helping agents follow ongoing and multi-party conversations with greater accuracy and confidence. Call transcription now supports Cisco native AI services.


    Note

    'Call transcript' is the same as 'Real-Time Transcript'.

  • Wrap-up summaries: AI-generated summaries are produced at the conclusion of a customer call to capture essential details such as the reason for the call, actions performed, resolution outcome, and any required follow-up tasks. Agents can review, modify, and finalize the summary to reduce manual note-taking and improve documentation accuracy and efficiency.

  • Real-time assist: AI-generated real-time assist enhances agent productivity and customer satisfaction. This feature provides contextual guidance to human agents during inbound voice interactions by offering timely, relevant suggestions on what to say and which actions to consider in the Agent Desktop. This proactive assistance streamlines workflows, reduces response times, and ensures consistent, high-quality service delivery.


Note

Currently, CCE supports either Google CCAI or Cisco AI Assistant, but not both in the same deployment.

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

Deprecated Feature

Announced

Replacement

Notes

Pro 1.0, Pro US 1.0, and Pro Europe 1.0 engines, powered by GPT-4.1

15.0(1) SU2/ES 202607

Pro 2.0, Pro US 2.0, and Pro Europe 2.0 engines, powered by GPT-5.4

The Pro 1.0, Pro US 1.0, and Pro Europe 1.0 engines will be permanently removed on February 15, 2027. We recommend migrating to the corresponding 2.0 engines after the model provider announces end of support. The 2.0 engines are designed to provide improved accuracy and performance.

Before updating production agents, we recommend testing your use cases with the corresponding 2.0 engine. GPT-5.4 offers improved prompt adherence and performs best when instructions are accurate, clear, and free of conflicts. You can optionally also use our recently released Optimize Instructions feature to review and refine your prompts before migration.

Testing can be performed manually, through an external vendor of your choice such as Cekura.

Effective September 14, 2026, new agents can no longer be created using the 1.0 engines. Existing agents will remain supported until February 15, 2027, and the deprecated engines will be clearly identified in the user interface.

After February 15, 2027, any agent still using a 1.0 engine will be automatically migrated to its corresponding 2.0 engine. We encourage you to begin planning and validating your migration early to ensure a smooth transition and confirm that your agent performs as expected before the retirement date.