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 12.6(1). The information in this compatibility matrix supersedes compatibility information in any other CCE documentation. If the Compatibility Matrix does not state a configuration or version, then it doesn’t support it.


Note

  • The Compatibility Matrix specifies all supported third-party software (such as Nuance and Informix) 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.

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

  • Packaged CCE: In Release 12.5(1) and 12.6(1), 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 (CUCM) can continue to be on an earlier compatible release for an off-box solution deployment.

  • Support for a CUCM release is inclusive of all updates.

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

  • For details on the browsers that are supported by Cisco Webex Experience Management, see Experience Management . For the languages that are supported by Cisco Webex Experience Management, see Experience Management.

  • 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.

  • IP IVR 12.5(1), IP IVR 12.5(1) SU1 and IP IVR 12.5(1) SU2 are compatible with CCE 12.5(1) and 12.6(1).


PCCE/UCCE/HCS for CC Components, Release 12.6 PCCE/UCCE/HCS for CC Components, Release 12.5
Cloud Connect IdS (Standalone) Finesse ECE CVP VVB CUIC (Standalone) CUIC-LiveData-IdS (Coresident) Router Logger AW Live Data (Standalone) PG Customer Collaboration Platform

CCMP/ CCDM

Notes

Cloud Connect

Y Y Y Y Y Y Y Y Y Y Y Y
Identity Server (Standalone)

N

Y Y Y Y
Finesse

N

N Y Y N Y Y Y Y When Cisco Finesse and CUIC are on 12.6, and Live Data is on 12.5, for Live Data gadgets to load in Cisco Finesse, install CUIC 12.5(1) ES 09 or later on all Live Data stand-alone servers.
ECE N Y Y Y
CVP

N

Y Y Y Y Y
VVB

N

Y
CUIC (Standalone)

N

N N Y Y
CUIC-LiveData-IdS (Coresident)

N

N N N Y
Router

N

N N N Y Y N
Logger

N

N Y Y N
AW

N

N N Y N N N N Y Y N
Live Data (Standalone)

N

N N N N Y
PG

N

N Y N N N N N N Y Upgrade CCP to 12.5(1) SU1 for compatibility with CCE 12.6.
CCMP Y Y Y Y Not Applicable to Packaged CCE.
CCDM Y Y Y Y Applicable only to HCS for CC.
PCCE/UCCE/HCS for CC Components, Release 12.6 PCCE/UCCE/HCS for 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

CCMP/ CCDM

Notes

Cloud Connect

N

N

N

N

N

N

N

N

N

N

N

Identity Server (Standalone) Y Y Y Y
Finesse N N Y N Y Y Y Y .When Cisco Finesse and CUIC are on 12.6, and Live Data is on 12.0, for Live Data gadgets to load in Cisco Finesse, install CUIC 12.0(1) ES 15 or later on all Live Data stand-alone servers.
ECE N Y Y Y
CVP Y Y Y Y Y On Packaged CCE 12.0, install CCE 12.0 ES37 before you upgrade CVP to 12.6(1).
VVB Y
CUIC (Standalone) N N Y Y
CUIC-LiveData-IdS (Coresident) N N N Y
Router N N N Y Y N
Logger N Y Y N
AW N N N N N N N Y Y N
Live Data (Standalone) N N N N Y
PG N N N N N N N N N
CCMP Y Y Y Y Not Applicable to Packaged CCE.
CCDM Y Y Y Y Applicable only to HCS for CC.
Unified CCE/HCS for CC Components, Release 12.6

Unified CCE/HCS for CC Components, Release 11.6

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

CCMP/ CCDM

Notes

Cloud Connect

N

N

N

N

N

N

N

N

N

N

N

Identity Server (Standalone) Y Y Y Y
Finesse N N Y N Y Y Y Y When Cisco Finesse and CUIC are on 12.6, and Live Data is on 11.6, for Live Data gadgets to load in Cisco Finesse, install CUIC 11.6(1) ES 22 or later on all Live Data stand-alone servers.
ECE N Y Y Y
CVP Y Y Y Y Y
VVB Y
CUIC (Standalone) N N Y Y
CUIC-LiveData-IdS (Coresident) N N N Y
Router N N N Y Y N
Logger N Y Y N
AW N N N N N N N Y Y N
Live Data (Standalone) N N N N Y
PG N N N N N N N N N
CCMP 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 or 11.6(2) 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 or 11.6(2) before you upgrade CCDM to 12.6(1).

Notes

  • CCE 12.6 supports Cisco Smart Software Manager (CSSM) On-Prem 7.x and 8.x.

  • CUCM, releases 11.5, 12.0, 12.5 and 14 are supported with Unified CCE, Packaged CCE and HCS for CC, Release 12.6.

  • Cisco Unified Contact Center Management Portal (CCMP), Release 12.6 is supported with CUCM, releases 11.5, 12.0, and 12.5.

  • In Live Data (standalone) 11.6 and 12.0 deployments, when CUIC and Cisco Finesse components are in version 12.6, 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 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.

Cisco Gateway Hardware and Software

Gateway Functionality
Central Controller version 12.6(1) Model Software Version Software Feature Set VXML Gateway Browser Call Progress Analysis for Outbound Options for SIP Trunks (CUBE) Unified CCE, Packaged CCE, and Cisco HCS for CC Support

ASR 1001X

ASR 1002X

ASR 1004 RP2

ASR 1006 RP2

IOS XE 16.9 Universal No Yes Yes
IOS XE 16.12
IOS XE 17.2
IOS XE 17.4

IOS XE 17.6

Virtual CUBE IOS XE 16.9 Universal No No Yes
IOS XE 16.12
IOS XE 17.2
IOS XE 17.4

IOS XE 17.6

ISR G2 29xx, 39xx, 39xxE 15.7(3)M1 Universal Yes Yes Yes

ISR G3 43xx (4321, 4331, 4351)

ISR G3 44xx (4431, 4451, 4461)

IOS XE 16.9 Universal No Yes Yes
IOS XE 16.12
IOS XE 17.2
IOS XE 17.4

IOS XE 17.6

Catalyst 8200/8300

IOS XE 17.7 Universal No Yes Yes

Notes

  • Virtual CUBE (vCUBE) can run either on Cisco Cloud Services Router (CSR) 1000V (if you use IOS XE 16.9, 16.12, or 17.2) or Cisco Catalyst 8000V Edge Software (if you use IOS XE 17.4 or 17.6).

  • 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 HCS for CC.

  • The Virtual Assistant–Voice (VAV) feature is supported only on Unified CVP and Cisco VVB. It isn’t supported with the VXML Gateway.

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) 9.1(x), 10.0(x), 10.1(x), and 10.2(x).

Notes

Unified CCE, Packaged CCE, and HCS for CC solutions support CUSP 10.0(x), 10.1(x), and 10.2(x) only in non-secure mode.

End Points for Agents and Callers

Endpoint Voice & Finesse Desktop Video Unified CM Silent Monitor

BIB-based recording

Agent Greeting Whisper Announcements Finesse IP Agent Phone IPv6 SCCP (UCCE Only) IPv6 SIP MRA
7821, 7841, 7861 Y N Y Y Y Y Y N Y Yes Audio Only
7942G,7945G, 7962G,7965G, 7975G Y N Y Y Y Y N Y N N
8811, 8821, 8841, 8851, 8851NR, 8861 Y N Y Y Y Y Y N Y Yes Audio Only
8845, 8865 Y Y Y Y Y Y Y Y Y Yes Audio Only
EX90 Y Y N N N N N N Y N
Jabber for Mac Y Y Voice only Y N Y N N N Y
Jabber for VDI Y N N N N N N N N Y
Jabber for Windows Y Y Voice-only Y Y Y N N N Y
Webex App for MacOS/Windows

Y

Y

Y

Y

Y

Y

N

N

Y

Y

Webex App for VDI

Y

Y

Y

Y

Y

Y

N

N

N

Y

Cisco IP Communicator 8.6(4) and later

Y

N

Y

Y

Y

Y

N

N

N

N

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

Webex DX 80/Webex Desk Pro

Y

Y

Voice-only

N

N

N

N

N

Y

Y

Notes

  • 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.

  • 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: 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:

  • 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)

The following AD FS versions are supported with this Unified CCE release:

  • AD FS 5.0: Windows Server 2019

  • AD FS 4.0: Windows Server 2016

  • AD FS 3.0: Windows Server 2012 R2

Besides the AD FS versions listed above, Unified CCE supports all SAML 2.0 compliant IdPs.

See the documentation of your IdP for details on configuring the IdP in CCE.

Notes

  • CCMP and Cisco Unified Contact Center Domain Manager (CCDM), Release 12.6 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 supported 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 isn’t 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

Transport Layer Security (TLS) 1.0/1.1 is disabled by default with the option to re-enable if required.

The Unified CCE database access encrypts SQL user authentication using TLS, but the data connection isn’t encrypted.

12.0 Component Web Interfaces Database Access Ability to Reinstate 1.0/1.1
TLS 1.0/1.1 TLS 1.2 TLS 1.0/1.1 TLS 1.2*
PCCE X X Config
UCCE/ICM X X Config
AW Distributor/HDS/Logger N/A N/A X Config
Internet Script Editor X N/A N/A Config
CCE Admin X X Config
Web Setup X X Config
Diagnostic Portal X N/A N/A Config
Live Data X X Config
CTIOS C++ CIL X N/A N/A Config
SQL Gateway - DB Lookup N/A N/A X Config
Protocol - CTI Server and Media Routing X N/A X X
CVP X

N/A N/A Config
VVB X

N/A N/A Config CLI

IdS

X

N/A N/A

Finesse

X

X

Config CLI

CUIC

X

X

Config CLI

ECE

X

X

Script

Live Data

X

N/A N/A Config CLI

Customer Collaboration Platform

X

N/A N/A

Script

CCMP/CCDM

X

X X Config CLI

ACD

X X N/A X

UC Manager

X

N/A N/A Config CLI
12.6 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
CVP1

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 10.15.x or later
Chrome OS 88.0.4324 or later
Cisco Unified Call Studio Microsoft Windows 10 (64-bit)
Administration Client

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Microsoft Windows Server 2019 (Standard and Datacenter editions) (64-bit)

Microsoft Windows 10 (Enterprise and Professional) (64-bit)
Internet Script Editor (ISE) Microsoft Windows 10 (Enterprise and Professional) (64-bit)
Silent Monitor Service for Unified CCE Toolkit Microsoft Windows 10 (Enterprise and Professional) (64-bit)
CTI OS Clients Microsoft Windows 10 (Enterprise and Professional) (64-bit)
Note 

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

Supported Browsers

Operating System

Browser Version

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Microsoft Windows Server 2019 (Standard and Datacenter editions)

Google Chrome 88.0.4324 or later

Edge Chromium 88.0.4324 or later

Firefox Extended Supported Release (ESR) 68.4 and later ESRs

Microsoft Windows 10

Google Chrome 88.0.4324 or later.

Edge Chromium 88.0.4324 or later

Firefox ESR 68.4 and later ESRs.

Mac OS X

Google Chrome 88.0.4324 or later.

Edge Chromium 88.0.4324 or later

Firefox ESR 68.4 and later ESRs.

Chromebook with Chrome OS 70

Google Chrome 60 or later.

Chromium 73 or later.

Server Operating System

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

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Microsoft Windows Server 2019 (Standard and Datacenter editions)

Unified CVP

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Microsoft Windows Server 2019 (Standard and Datacenter editions)

Enterprise Chat and Email

Microsoft Windows Server 2019 (Standard and Datacenter editions)

Unified CCMP

Microsoft Windows Server 2019 (Standard and Datacenter editions)

Unified CCDM

Microsoft Windows Server 2019 (Standard and Datacenter editions)

Silent Monitor Server

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Microsoft Windows Server 2019 (Standard and Datacenter editions)

CTI OS Server

Microsoft Windows Server 2016 (Standard and Datacenter editions)

Microsoft Windows Server 2019 (Standard and Datacenter editions)

Notes

  • 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.

  • ECE 12.6 is supported only on Windows Server 2019 (Standard and Datacenter). For Windows Server 2016 support across the deployment, continue to use ECE 12.5 with CCE 12.6.

SQL Server and Informix Versions

Components

SQL Server Version

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

  • Microsoft SQL Server 2019 (Standard and Enterprise editions) with cumulative updates

Note 
Microsoft SQL Server 2019 with native compatibility level 150 and backward compatibility level 140 of Microsoft SQL Server 2017 is supported.
Note 

Contact Center Enterprise solution supports only the 64-bit version of Microsoft SQL Server.

Contact Center Enterprise solution does not support the following:

  • Encrypted connections to SQL Server.

  • Linked Server feature of SQL Server.

Unified CVP

IBM Informix Dynamic Server Version 14.10.FC1

Enterprise Chat and Email
  • ECE 400 agent deployment: Microsoft SQL Server 2019 (Standard and Enterprise editions)

  • ECE 1500 agent deployment: Microsoft SQL Server 2019 (Standard and Enterprise editions)

  • ECE Geographically Redundant/High Availability installation: Microsoft SQL Server 2019 (Enterprise edition)

Unified CCMP

Microsoft SQL Server 2019 (Standard and Enterprise editions)

Unified CCDM

Microsoft SQL Server 2019 (Standard and Enterprise editions)


Note

For CCE components, the combination of Windows Server 2016 with SQL Server 2019, or Windows Server 2019 with SQL Server 2017 is not supported.

Microsoft Windows and Microsoft SQL Server Localization Support

The following table lists the supported localized versions of Microsoft Windows Server and SQL Server to use with Cisco Unified ICM and Unified CCE components:

Microsoft Windows Server Microsoft SQL Server SQL Collation Setting
Danish

Latin1_General

Dutch
Finnish
French

French

German

German

Italian

Italian

Norwegian
Portuguese (Brazil)

Portuguse (Brazil)

Spanish

Spanish

Swedish
Chinese (simplified)

Chinese (simplified)

Chinese_PRC
Chinese (traditional)

Chinese (traditional)

Chinese_Taiwan_Stroke
Japanese

Japanese

Japanese
Korean

Korean

Korean_Wansung
Polish Polish
Russian Cyrillic_General
Turkish Turkish

Notes

  • In the above table, if a corresponding localized SQL Server in the Microsoft SQL Server column for a particular language in the Microsoft Windows Server column is not shown, use the English SQL Server with the applicable setting in the SQL Collation Setting column.

  • Unified CCE supports multilingual versions of Microsoft Windows Server (English Windows Server with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server, see the http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html.

  • Use English SQL Server on multilingual versions of the Microsoft Windows Server environment. These are examples of supported multilingual environments:

    • English Windows Server with Japanese Windows language pack installed, and English SQL Server with Japanese SQL Collation Setting.

    • English Windows Server with Russian Windows language pack installed, and English SQL Server with Cyrillic_General SQL Collation Setting.

OpenJDK and JRE

Release 12.6(1) supports the following Java Runtime Environment (JRE) versions:

  • Unified CCE uses OpenLogic’s OpenJDK JRE version 1.8 (32-bit), update 272 or later.

  • Unified CVP uses OpenLogic's OpenJDK JRE version 1.8 (64-bit), update 275 or later.


    Note

    OpenLogic is the only supported and certified OpenJDK JRE vendor for ICM Core, Unified CCE, and Unified CVP applications.


  • Cisco Enterprise Chat and Email, Cisco CCMP, and CCDM use OpenJDK JRE version 11.

  • Cisco Voice Operating System (VOS) components:

    • Cisco Unified Intelligence Center, Live Data, IdS, and Cisco Finesse use OpenLogic's OpenJDK JRE version 1.8 (64-bit), update 282. The platform services use OpenJDK JRE version 1.8 (32-bit), update 262.

    • Cisco VVB uses OpenJDK JRE version 1.8 (32-bit), update 262. The Speech server uses OpenJDK JRE version 11 (64-bit).

    • Cloud Connect uses OpenJDK JRE version 1.8 (32-bit), update 262. The docker services such as Cloud Connect Management Service, DataConn Service, Cherry Point service, and Inventory Service use OpenLogic's OpenJDK JRE version 1.8 (64-bit), update 275.

    • CCP 12.5(1) SU1 uses OpenJDK JRE version 1.7, update 261.

  • For instructions on applying newer Java security updates, see Security Guide for Cisco Unified ICM/Contact Center Enterprise guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

Supported Languages

Unified CCE Administration

Unified CCE Reporting Templates

Unified Intelligence Center

Finesse

Customer Collaboration Platform

Enterprise Chat and Email

CCMP/CCDM

Bulgarian

No

Yes

Yes

Yes

Yes

No

No

Catalan

No

Yes

Yes

Yes

Yes

No

No

Chinese (China)

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Chinese (Taiwan)

Yes

Yes

Yes

Yes

Yes

Yes Yes

Croatian

No

Yes

Yes

Yes

Yes

No

No

Czech

No

Yes

Yes

Yes

Yes

Yes

No

Danish

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Dutch

Yes

Yes

Yes

Yes

Yes

Yes

Yes

English (United States)

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Finnish

No

Yes

Yes

Yes

Yes

No

No

French (France)

Yes

Yes

Yes

Yes

Yes

Yes

Yes

French (Canada)

No

No

No

No

No

Yes

Yes

German

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Hungarian

No

Yes

Yes

Yes

Yes

No

No

Italian

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Japanese

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Korean

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Norwegian

No

Yes

Yes

Yes

Yes

No

No

Polish

No

Yes

Yes

Yes

Yes

Yes

No

Portuguese (Brazil)

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Romanian

No

Yes

Yes

Yes

Yes

No

No

Russian

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Serbian

No

Yes

Yes

Yes

Yes

No

No

Slovenian

No

Yes

Yes

Yes

Yes

No

No

Slovakian

No

Yes

Yes

Yes

Yes

No

No

Spanish

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Swedish

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Turkish

No

Yes

Yes

Yes

Yes

No

Yes

Microsoft .NET Framework

  • Microsoft Windows Server 2016 (Standard and Datacenter editions) comes with pre-installed .NET version 4.6.2.

  • Microsoft Windows Server 2019 (Standard and Datacenter editions) comes with pre-installed .NET version 4.7.2.

  • Unified CCE, Administration Client, and CTI OS Client installs .NET version 4.8.

Other Supported Software

Function

Software

Microsoft Active Directory

Microsoft Active Directory versions 2012 R2, 2016, and 2019 are supported with Unified ICM/Unified CCE, Packaged CCE, and HCS for CC solutions.

Remote Administration

For Remote Desktop usage information, see the Remote Administration section in the .

Antivirus Software Cisco Contact Center Enterprise solution supports all the third-party antivirus software and scanners.
Note 

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 2007 and 2010: used for exporting reports.

Microsoft Excel Versions 2013, 2016, Office 365.

Note 

Office 365 doesn’t support Authenticated excel report permalink.

Virtual Desktop Infrastructure Support

  • Unified CCE, Packaged CCE, and HCS for CC solutions support third-party VDI infrastructures for Cisco Finesse and CUIC. Ensure that your third-party VDI infrastructure is supported by Cisco softphone endpoints used on agent and supervisor VDI-based desktops.

  • 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 aren’t currently supported.

  • Verify that the bandwidth and deployment considerations of the solution meet the performance and timing requirements.

  • Cisco Unified Contact Center Enterprise Administration isn’t supported on virtual desktops.

Automatic Speech Recognition and Text to Speech

Category Requirements
Nuance Software Cisco Virtualized Voice Browser (VVB) supports the following Nuance components:
Nuance Speech Suite 11.0.9 Speech Server 7.6.0
Recognizer 11.5.0
Vocalizer Server 21.06.0
Management Station 6.4.0
Krypton-4.8.1
NLE-4.9.1
NLPS-1.7.0
NRM-1.5.0
NTpE-4.7.1
License Manager 11.16.5
Nuance Speech Suite 10.5.4 Nuance Recognizer 10.5.5
Nuance Vocalizer 6.5.8
Nuance Management Station 5.5.5
Nuance License Manager 11.14.1.1
Nuance Speech Server 6.5.5
Nuance Speech 10.2 Nuance Recognizer 10.2.10
Nuance Vocalizer 6.0.7
Nuance Speech Server 6.2.11
Note 

Since Nuance Speech Suite 10.5 the underlying component versions are not able to be separately installed. It is all part of 1 install executable. The only important version number is the Speech Suite version.

Operating System Use vendor-recommended operating system software.
MRCP Protocol Version 1.0 and 2.0
VoiceXML Protocol Version 2.0

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 Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.


Non Reference Design Compatibility

Unified CCE Parent Child Compatibility

Parent PG 11.6(x) Parent PG 12.0(x) Parent PG 12.5(x)

Parent PG 12.6(x)

Child PG 11.6(x) Yes Yes Yes Yes
Child PG 12.0(x) Yes Yes Yes Yes
Child PG 12.5(x) Yes Yes Yes Yes
Child PG 12.6(x) Yes Yes Yes Yes

ICM-to-ICM Gateway Compatibility

ICM Client ICM Server

12.6

12.6

12.6

12.5

12.6

12.0

12.6

11.6

12.5

12.6

12.0

12.6

11.6

12.6

Packaged CCE 12.6 supports ICM-to-ICM Gateway in 4000 and 12000 Agent deployments only.

Third Party ACDs

Avaya

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

  • Cisco HCS for CC supports Avaya Peripheral Gateways.

  • Packaged CCE 12.6 versions support Avaya Peripheral Gateways for AACM in the 4000 and 12000 Agent deployments only.

  • Real-Time Agent (RTA) 5.0.5 and 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 Call Management System (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.

  • Avaya Multi-Application Platform for DEFINITY (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 extensions and Agent IDs 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 12.6
6.0(x)

Yes

6.0 Extended

No

Avaya Communications Manager (ACM) Support
ACM Version ICM/Packaged CCE 12.6
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.

AES Server and CVLAN/TSAPI Client Support
AES Server CVLAN Client Supported TSAPI Client Supported ICM/Packaged CCE 12.6
6.3 (x) to 8.1(x) Yes Yes Yes
Notes on AES Server and CVLAN/TSAPI Client Support

ICM/Packaged CCE 12.6 supports all CVLAN Client and TSAPI Client versions currently supported by Avaya.


Note

Support for an ACM or AES version depends on the Avaya release cycles (patches and upgrades). For more details on supported versions, refer Avaya documentation.

12.6(1) is the last supported release in the 12.6 release train for the Unified ICM PG integration with Avaya Communications Manager using the ECS PIM / CVLAN interface PG. For more information, refer to the CVLAN to TSAPI Migration chapter in the Cisco Unified ICM ACD Supplement for Avaya Communication Manager, Release 12.6(1).


CTI Support for ACD Types

ACD Vendor ACD Model CTI Server Protocol Support CTI OS Support

Aspect

Contact Server

Yes

Yes

Avaya

Avaya Communication Manager driven by Avaya S8300, S8400, S85xx, S87xx, and S88xx Serversv6.3 to v8.1 (over CVLAN and TSAPI)

Yes

Yes

Cisco

Unified CCE (only when integrated via Unified CCE System PG)

Yes

Yes