The Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all the Cisco CCE solutions and component compatibility information. This compatibility matrix specifies all supported configurations and versions for Release 12.5(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Contact Center Enterprise documentation. If the Compatibility Matrix does not state a configuration or version, then it does not support it.


Note

The Compatibility Matrix specifies all supported third-party softwares (like Avaya, Nortel, and VMware) and its versions. Support for these software versions and their interoperability depends on the release cycles (patches and upgrades) of the third-party software. For example, support for ESXi depends on VMware release cycles.



Note

  • Cisco HCS for Contact Center shares the same media kit as Cisco Unified CCE, which includes some components not supported in a Cisco HCS for Contact Center deployment.

  • IP IVR 12.5(1) is compatible only with CCE 12.5(1).

  • Upgrade all the solution components to experience the new features delivered as part of a particular solution release version. Upgrading only the component that delivers the new feature may not be sufficient in all cases.

    For more information on upgrade paths, see the CCE Upgrade Flowcharts in the respective Contact Center Enterprise Installation and Upgrade Guides.

  • Packaged CCE: In Release 12.5, the multistage upgrade support is backward compatible with Release 12.0 only. For all releases prior to 12.0, all components must be on the same release.

    Exception: Cisco Unified CM can continue to be on an earlier compatible release for an off-box solution deployment.

  • Support for a Cisco Unified CM release is inclusive of all updates.

  • The new component Cloud Connect can be deployed with Enterprise Solution.

    1. To know the browsers that are supported by Cisco Webex Experience Management, click Experience Management .

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


PCCE/UCCE/HCS-CC Components, Release 12.5 PCCE/UCCE/HCS-CC Components, Release 12.0
IdS (Standalone) Finesse ECE CVP VVB CUIC (Standalone) CUIC-LiveData-IdS (Coresident) Router Logger AW Live Data (Standalone) PG SocialMiner

CUCM

CCMP / CCDM

Comments
Identity Server (Standalone) Y Y Y Y
Finesse N N Y Y Y Y Y Y For Live data gadgets to load in Cisco Finesse, install CUIC 12.0(1) ES 06 or later on Live Data (Standalone) server. See Notes for more information.
ECE N Y Y Y Y Y
CVP Y Y Y Y Y

On PCCE 12.0, install CCE 12.0 ES37 before you upgrade CVP to 12.5(1).

VVB Y Y Y Y Y
CUIC (Standalone) N N Y Y
CUIC-LiveData-IdS (Coresident) N N N Y
Router N N N N N N Y N N
Logger N N N N Y N N
AW N N N N N N N N Y N N
Live Data (Standalone) N N N N Y
PG N N N N N N N N N Y
Customer Collaboration Platform N Upgrade MR PG and CCP in the same maintenance window
CCMP Y Y Y Y Y Not Applicable to Packaged CCE.
CCDM Y Y Y Y Applicable only to HCS for CC.

Cloud Connect

N

N

N

N

Unified CCE/HCS-CC Components, Release 12.5

Unified CCE/HCS-CC Components, Release 11.6

IdS (Standalone) Finesse ECE CVP VVB CUIC (Standalon e) CUIC-LiveData-IdS (Coresident) Router Logger AW Live Data (Standalone) PG SocialMiner

CUCM *

CCMP / CCDM

Comments
Identity Server (Standalone) Y Y Y Y
Finesse N N Y Y Y Y Y Y For Live data gadgets to load in Cisco Finesse, ensure to install CUIC 11.6(1) ES18 or later on Live Data (Standalone) server. See Notes for more information.
ECE N N Y Y Y Y
CVP Y Y Y Y Y
VVB Y Y Y Y Y
CUIC (Standalone) N N Y Y
CUIC-LiveData-IdS (Coresident) N N N Y
Router N N N N N N Y N N
Logger N N N N Y N N
AW N N N N N N N N Y N N
Live Data (Standalone) N N N N Y
PG N N N N N N N N N Y
Customer Collaboration Platform N Upgrade MR PG and Customer Collaboration Platform in the same maintenance window
CCMP Y Y Y Y Y

CCMP is not applicable to Packaged CCE.

On UCCE and HCS for CC 11.6, install UCCE 11.6(1) ES 7 before you upgrade CCMP to 12.5(1).
CCDM Y Y Y Y

CCDM is applicable only to HCS for CC.

On HCS for CC 11.6, install UCCE 11.6(1) ES 7 before you upgrade CCDM to 12.5(1).

Cloud Connect

N

N

N

N

* CUCM, releases 11.5, 12.0, and 12.5 are supported with Unified CCE, Packaged CCE and HCS-CC, Release 12.5.

Notes

  • CCE 12.5 supports Cisco Smart Software Manager (CSSM) On-Prem 7.x.

  • CCMP, Release 12.5 is supported with CUCM, releases 11.5, 11.6, 12.0, and 12.5.

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

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

  • In Live Data (Standalone) 11.6 and 12.0 deployments, when CUIC and Cisco Finesse components are in version 12.5, Live Data gadgets will not load in Cisco Finesse. You must enable Cross-Origin Resource Sharing (CORS) and set Finesse host URLs to load the Live Data gadgets.

    For more information on CORS CLIs, see 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.

Cisco Gateway Hardware and Software

Gateway Functionality
Central Controller version 12.5(1) Model Software Version Software Feature Set

VXML Gateway Browser

Call Progress Analysis for Outbound Options for SIP Trunks (CUBE)

Packaged CCE, And Cisco HCS-CC Support Comments

ASR 1001X

ASR 1002X

ASR 1004 RP2

ASR 1006 RP2

IOS XE 16.6 (Pi32) Universal No Yes Yes
IOS XE 16.9 (Pi33)
IOS XE 16.12 (Pi36)
CSR 1000v IOS XE 16.6 Universal No No Yes
IOS XE 16.9
IOS XE 16.12
IOS XE 16.12.2
ISR G2 29xx, 39xx, 39xxE 15.6(3)M1 Universal Yes Yes Yes
15.7(3)M1

ISR G3 43xx (4321, 4331, 4351)

ISR G3 44xx (4431, 4451, 4461)

IOS XE 16.6 (Pi32)

IOS XE 16.9 (Pi33)

IOS XE 16.12 (Pi36)

IOS XE 17.2

Universal No Yes Yes

Notes

  • All Gateways in the above table support inbound contact center calls and Call Progress Analysis (CPA) for Outbound Option with TDM Trunks.

  • 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 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.

IOS Versioning Key 16.1(4) M3 and 16.1(4) T1 as Examples

  • 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.

IOS-XE Versioning Key 16.12.1a and 16.12.3 as Examples

  • 16.12 is the version number.

  • 1 and 3 are the increment release numbers with additional bug fixes.

  • "a" indicates a special release.

  • Every three releases include a maintenance release incremented as 16.3, 16.6, 16.9, 16.12, 17.3, and so on.

Cisco Unified SIP Proxy

Supported Versions: Cisco Unified SIP Proxy (CUSP) 9.0(x), 9.1(x), 10.0(x), and 10.1.

Notes

Unified CCE, Packaged CCE, and HCS for CC solutions support CUSP 10.0(x) and 10.1 only in non-secure mode.

Endpoints for Agents and Callers

Endpoint Voice & Finesse Desktop Video Unified CM Silent Monitor Agent Greeting Whisper Announcements Finesse IP Agent Phone IPv6 SCCP (UCCE Only) IPv6 SIP Video Prompt/Queue When used as Caller Endpoint Support MRA
7821, 7841, 7861 Y N Y Y Y Y N Y Y Yes Audio Only
7925G, 7925G-EX Y N N N N N N N/A N N
7942G, 7945G, 7962G, 7965G, 7975G Y N Y Y Y N Y N Y N
8811, 8821, 8841, 8851, 8851NR, 8861 Y N Y Y Y Y N Y Y Yes Audio Only
8845, 8865 Y Y Y Y Y Y Y Y Y Yes Audio Only
8941, 8945 Y Y Y Y Y N N N N N
8961 Y Y Y Y Y N N Y N N
9951, 9971 Y Y Y Y Y N N Y N N
C40, C60, C90 Telepresence Y Y N N N N N Y Y N
EX60, EX90 Y Y N N N N N Y Y N
Jabber for Mac Y Y Voice only N Y N N N Y Y
Jabber for VDI Y N Voice only N Y N N N Y Y
Jabber for Windows Y Y Voice-only N Y N N N Y Y

Cisco IP Communicator 8.6(4) and later

Y

N

Y

Y

Y

Y

N

N

Y

N

MX300 G2, MX700, MX800 Telepresence Y Y N N N N N Y Y N
SX10, SX20, SX80 Telepresence Y Y N N N N N Y Y N

Notes

  • General: Only the Cisco IP Phones listed in the above 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 are not 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.

  • General: Call Park is not supported on ACD and non-ACD lines.

  • 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 does not 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 do not support video prompt and queue.

  • 89xx, 99xx: These phones do not 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.

  • Jabber:

Endpoints Supported for Callers Only

Callers outside of the enterprise's network can use the following endpoints:

  • Jabber for iOS

  • Jabber for Android

Single Sign On (SSO) Identity Providers (IdPs)

Unified CCE supports all SAML 2.0 compliant IdPs.

Refer to the respective IdP documentation for information about how to configure the IdP for Unified CCE.

The following is the list of SAML 2.0 compliant IdPs that are tested with this Unified CCE release:

Identity Providers

Versions

Microsoft AD FS (Active Directory Federation Services)

AD FS 4.0: Windows Server 2016

AD FS 3.0: Windows Server 2012 R2

PingFederate 8.2.2.0
OpenAM 10.0.1
Shiboleth 3.3.0
F5 13

Notes

  • Cisco Unified Contact Center Management Portal (CCMP for Unified CCE) and Cisco Unified Contact Center Domain Manager (CCDM for HCS-CC), Release 12.5 support Microsoft AD FS 2012 R2 and 2016 with WS-Federation via JSON Web Token (JWT).

    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.

  • Kerberos is supported for single-domain authentication (non-federated environments). Kerberos 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.

Transport Layer Security

The Unified CCE database access encrypts SQL user authentication using TLS, but the data connection is not encrypted.

12.5 Component TLS 1.2
Web Interfaces Database Access
PCCE
UCCE/ICM
AW Distributor/HDS/Logger N/A
Internet Script Editor N/A
CCE Admin
Web Setup
Diagnostic Portal N/A
Live Data
CTIOS C++ CIL N/A
SQL Gateway - DB Lookup N/A
Protocol - CTI Server and Media Routing N/A
CVP

N/A
VVB

N/A

IdS

N/A

Finesse

CUIC

ECE

Live Data

N/A

Customer Collaboration Platform

N/A

CCMP/CCDM

X

ACD

X N/A

UC Manager

N/A

Client Operating System

Components

Clients OS

Cisco Finesse Microsoft Windows 10
Mac OS X 10.12, 10.13, and 10.14
ChromeOS 70 (64-bit) and higher
Cisco Unified Call Studio Microsoft Windows 10 (64-bit)
Administration Client

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Microsoft Windows 10 (Enterprise and Professional)
Internet Script Editor (ISE) Microsoft Windows 10 (Enterprise and Professional)
Silent Monitor Service for Unified CCE Toolkit Microsoft Windows 10 (Enterprise and Professional)
CTI OS Clients Microsoft Windows 10 (Enterprise and Professional)
Note 

For more information on the supported versions of Microsoft Windows 10 with specific versions of .NET Framework, see the Microsoft documentation.

Notes

  • 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 11.6(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).

Supported Browsers

Operating System

Browser Version

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Internet Explorer v11.3085.14393.0 or later in Native Mode

Chrome v76.0.3809 or later

Firefox Quantum 68

Microsoft Windows 10

Internet Explorer v11.345.17134 or later in Native Mode.

Google Chrome v76.0.3809 or later.

Firefox Extended Supported Release (ESR) 68 and later ESRs.

Microsoft Edge v42.17134 or later.

Note 

Microsoft Edge can consume considerably higher memory for the same when compared to Chrome or Firefox. Hence, users with Edge should use a system with a minimum configuration of 8 GB RAM.

Mac OS X

Firefox Extended Supported Release (ESR) 68 and later ESRs.

Google Chrome v76.0.3809 or later.

Chromebook with Chrome OS v70

Chromium v73 or later.

Google Chrome v60 or later.

Notes

  • 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.

Browser Exceptions

  • Windows 10 has Microsoft Edge 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 Microsoft Edge v41.16299.15.0 or 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.

Server Operating System

Components Server OS
Unified and Packaged CCE, ICM, HCS-CC and System PG

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Enterprise Chat and Email

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Unified CVP

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Unified CCMP Microsoft Windows Server 2016 (Standard and Datacenter editions)
Unified CCDM Microsoft Windows Server 2016 (Standard and Datacenter editions)
Silent Monitor Server

Microsoft Windows Server 2016 (Standard and Datacenter editions)

CTI OS Server

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Notes

Unified ICM/CCE is qualified to only work on a retail installation of the Microsoft Windows Server (Standard and Datacenter editions). Cisco does not 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.

SQL Server and Informix Versions

Components

SQL Server Version

Unified and Packaged CCE, ICM, and HCS-CC
  • Microsoft SQL Server 2017 (Standard and Enterprise editions) with cumulative updates

    Note 

    Unified CCE supports the 64-bit version of Microsoft SQL Server 2017 only.

Enterprise Chat and Email
  • ECE 400 agent deployment: Microsoft SQL Server 2016 SP2 Standard and Enterprise editions are supported.

  • ECE 1500 agent deployment: Microsoft SQL Server 2016 SP2 Standard and Enterprise editions are supported.

Unified CVP

IBM Informix Dynamic Server Version 14.10.FC1

Unified CCMP Microsoft SQL Server 2016 SP2 Standard edition
Unified CCDM Microsoft SQL Server 2016 SP2 Standard edition

Java JRE and JDK

Release 12.5 supports the following Java Runtime Environment (JRE) versions.

Supported Languages

Unified CCE Administration

Unified CCE Reporting Templates

Unified Intelligence Center

Finesse

Customer Collaboration Platform

Bulgarian

No

Yes

Yes

Yes

Yes

Catalan

No

Yes

Yes

Yes

Yes

Chinese (China)

Yes

Yes

Yes

Yes

Yes

Chinese (Taiwan)

Yes

Yes

Yes

Yes

Yes

Croatian

No

Yes

Yes

Yes

Yes

Czech

No

Yes

Yes

Yes

Yes

Danish

Yes

Yes

Yes

Yes

Yes

Dutch

Yes

Yes

Yes

Yes

Yes

English (United States)

Yes

Yes

Yes

Yes

Yes

Finnish

No

Yes

Yes

Yes

Yes

French (France)

Yes

Yes

Yes

Yes

Yes

German

Yes

Yes

Yes

Yes

Yes

Hungarian

No

Yes

Yes

Yes

Yes

Italian

Yes

Yes

Yes

Yes

Yes

Japanese

Yes

Yes

Yes

Yes

Yes

Korean

Yes

Yes

Yes

Yes

Yes

Norwegian

No

Yes

Yes

Yes

Yes

Polish

No

Yes

Yes

Yes

Yes

Portuguese (Brazil)

Yes

Yes

Yes

Yes

Yes

Romanian

No

Yes

Yes

Yes

Yes

Russian

Yes

Yes

Yes

Yes

Yes

Serbian

No

Yes

Yes

Yes

Yes

Slovenian

No

Yes

Yes

Yes

Yes

Slovakian

No

Yes

Yes

Yes

Yes

Spanish

Yes

Yes

Yes

Yes

Yes

Swedish

Yes

Yes

Yes

Yes

Yes

Turkish

No

Yes

Yes

Yes

Yes

Microsoft .NET Framework

  • Microsoft Windows Server 2016 (Standard and Datacenter editions) comes with pre-installed .NET version 4.6.2. Unified CCE Administration client installs .NET version 4.7.2 on Windows 10 system. Unified CCE release 12.5 installs Microsoft .NET Framework version 4.7.2.

  • CTI OS Client release 12.5 installs Microsoft .NET Framework version 4.7.1.

Other Supported Software

Function

Software

Microsoft Active Directory

Microsoft Active Directory versions 2012 R2 and 2016 are supported with the Cisco Unified CCE, Packaged CCE and HCS-CC solutions.

Remote Administration

For Remote Desktop usage information, see the Remote Administration section in the Security Guide for Cisco Unified ICM/Contact Center Enterprise.

Antivirus Software The following Antivirus software were tested:
  • McAfee Endpoint Security

  • Symantec Endpoint Protection 14.2 with latest MP

  • Trend Micro Deep Security 11.0

  • Cisco Advance Malware Protection (AMP)

See the Cisco Customer Contact Software Policy for Use of Third-Party Software Bulletin at: https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-ip-interactive-voice-response-ivr/prod_bulletin09186a0080207fb9.html

Virtualization For more information about virtualization for all Unified CCE components, see the Unified Communications in a Virtualization page https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.

Unified Intelligence Center reporting

Microsoft Excel Versions 2013, 2016 and Office 365.

Note 

Office 365 does not support Authenticated excel report permalink.

Virtual Desktop Infrastructure Support

Cisco Client Type Virtual Desktop Infrastructure
Cisco Finesse and CUIC VMware View 5.x.
VMware Horizon 6.x and 7.x.
Citrix XenDesktop 7.x

Notes

  • Unified Communications Manager Silent Monitoring is the only silent monitoring type supported with VDI.

  • Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse. Tablets and mobile devices are not currently supported.

  • You can use any VDI endpoint that supports the specific Citrix or VMware VDI solution versions supported by Cisco. Verify that the bandwidth and deployment considerations of the solution meet the performance and timing requirements.

  • Cisco Unified Contact Center Enterprise Administration is not supported on virtual desktops.

Application Virtualization

Cisco Client Version Citrix/XenApp Remote Desktop Services Platform
Cisco Finesse and CUIC XenApp 7.x

Microsoft Windows Server 2016

Automatic Speech Recognition and Text to Speech

Category Requirements
Nuance Software Unified CVP was tested for interoperability with the following Nuance components:
Nuance Recognizer 11
Nuance Recognizer 10.5 (NR10.5):
Nuance Recognizer 10.5
Nuance Recognizer 10 (NR10):
Nuance Recognizer 10.2.7.2016030212 x86_64 - Package revision 16062
Nuance Vocalizer 7
Nuance Vocalizer 6.2
Voice Pack for Vocalizer 6.0.3
Voice Pack for Recognizer 10.2.0
Vocalizer for Enterprise 6.0.5.2015041409
Vocalizer for Enterprise 6.0.5.15104
Nuance Speech Server 6.2.8 - Package revision 15189
Note 

Contact Nuance support for compatibility of later dot releases of Nuance components with Unified CVP.

Operating System Use vendor-recommended operating system software.

Load Balancers

These Cisco components support third-party load balancers in redirect mode.

  • Unified CCE

  • Unified CVP

  • Unified Intelligence Center

  • Finesse

  • Enterprise Chat and Email

Third-party load balancers must meet these requirements:

  • Both SSL offloading and SSL pass through must be supported

  • Load Balancer High Availability

  • Session stickiness is mandatory for Unified Intelligence Center

  • Persistence - cookie-insert

  • Distribution algorithm - Round-robin

See these documents for the interoperability notes and any known caveats of F5 Big-IP and Citrix NetScalar 1000v:


Note

For specific interfaces where you can use load balancers in your deployment, see the Cisco Design Guide for the UCCE component.


Non Reference Design Compatibility

Unified CCE Parent Child Compatibility

Release Parent PG 11.6(x) Parent PG 12.0(x) Parent PG 12.5(x)
Child PG 11.6(x) Yes Yes Yes
Child PG 12.0(x) Yes Yes Yes
Child PG 12.5(x) Yes Yes Yes

ICM-to-ICM Gateway Compatibility

ICM Client ICM Server
12.5 12.5

12.5

12.0

12.5

11.6

12.0

12.5

11.6

12.5


Note

Packaged CCE 12.5 and 12.0(1) ES26 (and above) versions support ICM-to-ICM Gateway in 4000 and 12000 Agent deployments only.


Third Party ACDs

Aspect Call Center with CMI

Switch Version CMI (Contact Server) ICM 11.6 Notes
v9.3 CMI v6.4 Yes CMI v6.4 is supported only on Win2k8.

Avaya

Avaya Considerations

Review the following Avaya support considerations:

  • Avaya name changes: Avaya changed names from DEFINITY to MultiVantage to Avaya Communications Manager (ACM) to Avaya Aura Communications Manager (AACM).

  • Cisco Hosted Collaboration Solution for Contact Center (Cisco HCS-CC) supports on Avaya third party Peripheral Gateways.

  • Packaged CCE 12.5 and 12.0(1) ES26 (and above) versions support Avaya third party Peripheral Gateways for AACM in 4000 and 12000 Agent deployments only.

  • RTA 5.0.5 and RTA 6.0 enhanced functionality (60 skills per agent and 2000 skill groups per system) are not supported by ICM.

  • ICM does not support more than 12000 active associations on a single system.

  • All CMS versions are supported as long as a supported RTA is used.

  • Cisco supports the Avaya S8300, S8400, S85XX, S87XX, and S88XX Servers in support of ACM.

  • Cisco supports the general use of Avaya IP Phones.

  • Although Avaya stopped supporting the CVLAN interface in 2012, UCCE still uses this interface to communicate with Avaya products.

  • MAPD is not supported.

  • Support for third-party ACD clients, SDKs, and interfaces integrated with ICM stops when the third-party ACD manufacturer ends mainstream support.

  • Ten-digit Agent extension and Agent ID are supported from ICM 9.0(3) and later that have ACM 6.2 and later; AES 6.2 and later; and CMS R16 with RTA 6.0 pl: 13g.

Avaya CMS RTA Support
RTA Version ICM/Packaged CCE 12.5
6.0(x)

Yes

6.0 Extended

No

Avaya Communications Manager (ACM) Support
RTA Version ICM/Packaged CCE 12.5
ACM 6.3 (x) to 8.1 (x)

Yes

Notes on Avaya Communications Manager Support

Avaya Product Support Notice patch PSN020249u is required for ACM 7.0 (x) and above. For details, see the Product Support Notice at: https://downloads.avaya.com/css/P8/documents/101020687.

Avaya Server and CVLAN/TSAPI Client Support
AES Server CVLAN Client Supported TSAPI Client Supported ICM/Packaged CCE 12.5
6.3 (x) to 8.1(x) Yes Yes Yes

Avaya Nortel

These apply to the support of Avaya/Nortel's ACD switch types.

  • Cisco only supports certain Succession platforms with Symposium. See the following chart for details.

  • Cisco does not support more than one PG pair connected to a single Symposium server.

  • You must request the SCCS Toolkit from Cisco. To do so, send an email with this information to icm-nortelpg-sdk@cisco.com:

    • Customer name

    • Maintenance contract number

    • ICM version

    • PG version

    • Number of PGs

Avaya Aura Contact Center
AACC Version ICM 12.5
6 Yes
6.4 Yes
7.1 Yes
Notes to Avaya Aura Contact Center

The Automated Administrator for Symposium (AAS) feature is not supported with AACC 6.4.

Nortel SDK
ACD Version ICM 12.5 Notes
Nortel SDK 5.0 (with SCCS 5.0 and NCCM 6.0) No As of September 2008, Nortel does not provide support for SCCS 5.0.
Nortel SDK 6.0 (with NCCM 6.0, NCCM 7.0 and AACC 6.0) Yes For HDX 6, you must install RTD 6 on the PG.
Note: SDKs are not integrated with ICM.
Notes to Nortel SDK
  • Cisco does not support any major ACD version not shown in this matrix.

  • Nortel Contact Center Manager (NCCM), earlier known as Symposium (SCCS), was renamed to Avaya Aura Contact Center (AACC).

CTI Support for ACD Types

ACD Vendor ACD Model CTI Server Protocol Support CTI OS Support

Avaya

Avaya Communication Manager v6.3 to v8.1 (over CVLAN and TSAPI)

Yes

Yes

Cisco

Unified CCE

Yes

Yes

Avaya

AACC v6.0, v6.4, v7.1

Yes

Yes