• In 2000 Agent deployments, CUIC-IdS-LD, Rogger, AW-HDS-DDS, and Finesse need to be upgraded together in the same maintenance window.

• Upgrade the JTAPI client and, if necessary, IP IVR when you upgrade CUCM.

• HSC-CC, Release 12.0 supports only CUCM, Release 11.5.

• CUCM, Releases 11.5(1), 11.5(1) SU4, 12.0(1) and 12.5(1) are supported with Unified CCE and Packaged CCE, Release 12.0(1). CUCM, Release 11.5(1) is supported for HCS-CC, Release 12.0(1).

• All gateways in the preceding table support inbound contact center calls. For details on support for Call Progress Analysis (CPA) for Outbound Option with TDM Trunks, see the Cisco ASR 1000 Series documentation at https://www.cisco.com/c/en/us/support/routers/asr-1000-series-aggregation-services-routers/products-documentation-roadmaps-list.html

• For IPv6-enabled deployments, the supported IOS versions for NAT64 translations are 15.4(2)T3 and later releases.

• Multi-VRF requires IOS XE 16.3.4 to support Hosted Collaboration Solution for Contact Center.

• The Contact Center Enterprise release 12.0(1) solutions are qualified with vCUBE (CUBE on CSR 1000v) Fuji release versions 16.9.1 and 16.9.2.

• Unified CVP supports the listed IOS release trains and their later M or T trains respectively. For example, gateways supporting 16.1(4)M3 will also support 16.1(4)M4 and 16.1(4)M7, but not 16.1(4)M1 and 16.1(4)M2.

• Unified CVP supports SHA-256.

• 16.1 is the version number.

• (4) is the release number.

• M3 and T1 are the train release numbers. M is the mainline train and T is the technology train.

• An increment in the release number after M or T refers to additional bug fixes.

• The phone models that are end-of-sale and end-of-software-maintenance will continue to work with Contact Center Enterprise solutions. The phone models that are end-of-support are still compatible with Contact Center Enterprise solutions, but they are neither tested nor supported by Cisco.

  • For end-of-life and end-of-sale announcements, see https://www.cisco.com/c/en/us/products/eos-eol-listing.html.

  • For information on a specific endpoint, see the product page of the endpoint.

• General: Only the Cisco IP Phones listed in the preceding table are supported as contact center agent phones. As an alternative, you can deploy the Mobile Agent solution to enable the contact center to use any phone as an agent phone.

• General: The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features aren’t supported, and must be disabled on phones that come packaged with these features and local CTI ports (LCP) for Mobile Agent.

• General: For any phone that allows Single-Line Mode, you can use Shared Line on a non-ACD line. You must have your PG in Single-Line Mode (set the Agent Phone Line Control setting to Single Line).

• General: Other than call initiation, all other call control on the non-ACD extensions is supported from multiline capable desktops. Calls initiated from the hard phone can be controlled after initial call setup.

• 78xx: If Cisco Finesse IPPA agents use 78xx series phone, you must either disable the Cisco Finesse IPPA Inactivity Timeout feature or increase the timeout in the range of 120 seconds to one day (86400 seconds), so that the agent doesn’t get logged out of Cisco Finesse IPPA even if the agent is on any other screen.

• 88xx phones are supported only with desktop controls in the Standard Line mode. If both desktop and device controls are required, use the Enhanced Line mode.

• 89xx and 99xx: 89xx and 99xx series phones don’t support video prompt and queue.

• 89xx, 99xx, and DX phones: These phones don’t support directly disabling the Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features. Instead, you must configure the Unified CM PG to use Multi-Line only. This setting applies to all phones controlled by that specific Unified PG. You cannot configure it on a phone-by-phone basis. Also, configure all phones with Set Maximum number of calls to 2 and Set Busy trigger to 1.

• EX60 and EX90: EX60 and EX90 are only supported in Remote Expert (RE) deployments.

• Webex:

  • 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

• Jabber:

  • Agent Greeting support for Jabber requires minimum Cisco Jabber version 12.9.

  • 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 isn’t available, use one of the following options for the remote agents:

    • 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 on the same laptop.

  • Jabber for VDI isn’t supported in Video Contact Center deployments.

  • Jabber Multiline feature is supported from CCE 11.6.

  • 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.

• The phone models that are on end-of-life plan and have reached the end of maintenance for CUCM Release 14 will no longer register. For more information on the end-of-life phones, see the Field Notices at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-field-notices-list.html.

Cisco Unified Contact Center Management Portal (CCMP for Unified CCE) and Cisco Unified Contact Center Domain Manager (CCDM for HCS-CC), and ECE Release 12.0(1) support only Microsoft AD FS 2012 R2 with WS-Federation via JSON Web Token (JWT). Cisco contact center solutions using SSO with Cisco IdS, CCMP and CCDM must use Microsoft AD FS 2012 R2 as primary IdP.

However, user authentication access for CCMP and CCDM can be provided by one of the above IdPs via Federated Trust with Microsoft AD FS. Federated Trust is supported per Microsoft AD FS and third party IdP documentation and support.

Windows authentication with ADFS via Kerberos is supported for single-domain authentication (non-federated environments).

Windows authentication with ADFS is not supported on HCS for CC.

For ECE,

• agent based users have the same compatibility as Cisco IDS.

• Supervisors outside Cisco Finesse support any SAML 2.0 complaint IDP.

• CTI OS is only supported for Unified ICM when used in conjunction with Avaya PG, Aspect PG, AACC (Symposium) PG, or non-reference design deployments like Parent-Child that employ Unified CCE System PG. The supported CTI OS version is aligned with the supported PG version. The supported CTI OS desktop versions are 11.5(x) or later.

• CTI OS and CAD are not supported from Unified CCE, Release 11.5(x). New and existing deployments upgrading to Unified CCE release 12.0(1) or later must use Finesse desktop instead of CTI OS and CAD.

• Silent Monitoring Service is not supported on CTI OS deployments starting with Unified CCE release 11.5(1).

• Unified CCE Administration requires full screen view of the browser with the minimum resolution of 1366 x 768.

• All browsers must support SHA-256 certificates.

• Windows 10 has Edge Chromium as default browser. Enable Internet Explorer v11.345.17134 or later in native mode as default browser, if required.

• CCE Administration Client (AW) Setup tool does not support Firefox and Chrome. Use Internet Explorer v11.345.17134 or later versions, or Edge Chromium (Microsoft Edge v79 and later).

• CVP Operations Console (OAMP) and VVB Appadmin are supported on Internet Explorer, only in compatibility mode. To ensure that all the functionalities of CVP OAMP work in Internet Explorer, set the emulation level to at least 10 by following the steps documented in the Test your sites for document mode compatibility section at Fix web compatibility issues using document modes and the Enterprise Mode site list.

• In Enterprise Chat and Email, Edge Chromium is not supported. For more information, see System Requirements for Enterprise Chat and Email, Release 12.0(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.

• Unified ICM/CCE is qualified only on a retail installation of the Microsoft Windows Server (Standard and Datacenter editions). Cisco doesn't support Unified ICM/CCE on a customized Microsoft Windows image (for example, a corporate image). If you use a customized image of the Microsoft Windows operating system, the Unified ICM/CCE application can fail.