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Go to: Cisco Packaged Contact Center Enterprise Compatibility Information (Index)

The Unified Contact Center Enterprise (CCE) Solution Compatibility Matrix includes all Cisco Unified CCE solution component information, such as Finesse, Cisco Unified Intelligence Center (CUIC), and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for Cisco Packaged Contact Center Enterprise, release 11.0(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Packaged Contact Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported.

Cisco Systems Contact Center Components (top)

Packaged CCE components must all be at the same version, with the exception of Unified Communications Manager. This section lists the supported component versions.

Note: Cisco Packaged CCE 11.0(1) shares the same media kit as Cisco Unified CCE 11.0(1), which includes some components not supported in a Packaged CCE deployment. 

Optional components:

• Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 11.0(1) and later maintenance releases
• Cisco SocialMiner - 11.0(1) and later maintenance releases
• Cisco MediaSense - 11.0(1) and later maintenance releases

Cisco Gateway Hardware and Software (top)

¹ There is an outstanding defect for IOS XE 3.15.1S. For more information, see the defect details for CSCuv91316.

Additional Notes:

• All Gateways in the above table support inbound contact center calls and Call Progress Analysis (CPA) for Outbound Option with TDM Trunks.
• For Video Contact Center, IOS 15.3(3)M3 or later version in the same train is required.
• For IPv6-enabled deployments, the supported IOS versions for NAT64 translations are 15.4(2)T3 and later releases.

IOS Versioning Key, using 15.1(4)M3 and 15.1(4)T1 as examples.

• 15.1 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.

Unified CVP supports the listed IOS release trains and their later M or T trains respectively. For example, gateways supporting 15.1(4)M3 will also support 15.1(4)M4 and 15.1(4)M7, but not 15.1(4)M1 and 15.1(4)M2.

Cisco Unified SIP Proxy (top)

Supported Versions: Cisco Unified SIP Proxy 8.5(x), 9.0(x), 9.1(x) and later maintenance releases.

Endpoints (top)

Packaged CCE supports all of the endpoints that are supported by Unified CCE, provided that the endpoint supports the Built-in Bridge (BIB) and CTI-controlled features under Session Initiation Protocol (SIP) control.

For Packaged CCE deployments:

• All voice and video endpoints be configured as SIP endpoints.
• The Skinny Call Control Protocol (SCCP) is not supported.
• The multiline phone feature is supported.
• Cisco Agent Desktop is not supported.
• Both CTI OS and Finesse are supported, unless otherwise noted.

¹If your Finesse agents use 89xx or 99xx series phones, you must enable Multi-Line on the Unified Communications Manager for all agents on the peripheral. You must configure all phones with the following settings: set Maximum number of calls to 2; set Busy trigger to 1.
²8811 requires cmterm-devicepack10.5.1.11012.cop.sgn or later applied to CUCM. 8811 does not support the CAD IP Phone Agent.
³Mobile Agents are not supported with Cisco IP Communicator.
⁴Not supported by Cisco Agent Desktop.
⁵This feature is not supported in Video Contact Center deployments.
⁶8821: Update the firmware to 11.0.3ES1.1 or higher. 8821 does not support Finesse IP Phone Agent in this release.

Additional Notes:

The following general limitations pertain to supported IP phones:

• Only the Cisco IP Phones listed in the above table are supported as contact center agent phones. As an alternative, you may choose to deploy the Mobile Agent solution to enable the contact center to use any phone as an agent phone.
• 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 the feature.
• 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).
• 89xx, 99xx, and DX phones: 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 an phone-by-phone basis. Also, configure all phones with Set Maximum number of calls to 2 and Set Busy trigger to 1.

Endpoints Supported for Callers Only (top)

Callers outside of the enterprise's network can use the following endpoints, as part of Video Contact Center with Jabber Guest:

• Jabber for iOS
• Jabber for Android
• Jabber Guest apps
• Jabber Guest browser client on a multimedia-capable computer with a camera and microphone for video calls

Jabber Guest browser client requirements are described in the Cisco Jabber Guest Server Installation and Configuration Guide.

Video Contact Center Components (top)

The following additional components are required for Video Contact Center.

Supported Third-Party Software (top)

Unless explicitly mentioned, upgrading any third-party software that is bundled along with Packaged CCE is not supported.

For more detailed information see Cisco Customer Contact Software Policy for Use of Third-Party Software.

Java Runtime Environment (JRE) Requirements (top)

• Unified CCE release 11.0(1) supports the following Jave Runtime Environmet (JRE) versions.
• All Microsoft Windows based components of Unified CCE and Unified CVP Release 11.0 require 32 bit Java Runtime Environment (JRE) 7 Update 51 and later Java 7 updates.
• The older version of Java Runtime Environment (JRE) is not uninstalled from the deployment machines.
• Unified CCE release 11.0(3) installs 32 bit Java Runtime Environment (JRE) 8 Update 121 and supports later Java 8 updates.

  You can apply newer Java security updates as described in the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 11.0(1).

  
  

  Supported Browsers (top)

  • Internet Explorer 11
  • Internet Explorer 10
  • Firefox 38 Extended Supported Release (ESR) and higher ESRs

  Exceptions to the browser compatibility are:

  • Unified WIM and EIM 11.0 Agent Desktop and higher does not support Firefox, and requires compatibility view in Internet Explorer.
  • For Internet Explorer, Metro Mode is not supported.
  • HTTP Strict Transport Security (HSTS) for Finesse is not supported with Internet Explorer.
  • Unified Intelligence Center Web Application requires compatibility mode in Internet Explorer.
  • EIM/WIM and SocialMiner gadgets cannot be used in Finesse at the same time, because SocialMiner gadgets are not supported in compatibility view. Customers can use EIM/WIM gadgets or SocialMiner gadgets independently.

  Microsoft System Software Requirements (top)

  Software	Version	Notes
  Microsoft Windows Server 2012 R2 Standard Edition		Used for: Unified CCE Call Server Unified CCE Data Server Unified CVP Server Unified CVP OAMP Server Unified CVP Reporting Server Note: Packaged CCE is qualified to work only on a retail installation of Microsoft Windows Server 2012, Standard Editions. Custom Windows images are not supported. Windows Server Remote Desktop is not supported for software installation or upgrade.
  Microsoft Windows Active Directory	Windows Server 2003, 2008, and 2012	Windows Server Active Directory support is inclusive of R2 versions. Packaged CCE does not require any specific Active Directory functional level.
  Microsoft SQL Server 2014 Standard and Enterprise Edition	Service Pack 1 is supported (including later CUs and SPs)	Used for Unified CCE Data Server.

  Notes:

  • Packaged CCE servers which run Microsoft Windows Server 2012 R2 are required to apply the Active Directory 2012 hotfix.
  • Unified EIM and WIM support Microsoft SQL Server 2012

  Microsoft Windows and Microsoft SQL Server Localization Support (top)

  The following table lists supported localized versions of Microsoft Windows Server and SQL Server that you can use.

  Microsoft Windows Server 2012 R2	Microsoft SQL Server 2014	SQL Collation Setting
  Danish		Latin1_General
  Dutch
  Finnish
  French	French
  German	German
  Italian	Italian
  Norwegian
  Portuguese (Brazil)	Portuguese (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

  If there is not a corresponding localized SQL Server 2014 (listed in the Microsoft SQL Server 2014 column) for a particular language listed in the Microsoft Windows Server 2012 R2 column, use the English SQL Server 2014 with the applicable setting listed in the SQL Collation Setting column.

  Cisco Packaged Contact Center Enterprise supports multilingual versions of Microsoft Windows Server 2012 R2 (English Windows Server 2012 with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server 2012 R2, see the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide.

  Use English SQL Server 2014 on multilingual versions of the Microsoft Windows Server 2012 R2 environment. Following are two valid examples of supported multilingual environments:

  • English Windows Server 2012 with Japanese Windows language pack installed, and English SQL Server 2014 with Japanese SQL Collation Setting.
  • English Windows Server 2012 with Russian Windows language pack installed, and English SQL Server 2014 with Cyrillic_General SQL Collation Setting.

  
  

  Agent Desktop Supported Platforms (top)

  CTI Option	Server Platform
  	Windows 7 (Pro, Enterprise, and Ultimate)	Windows 8.1	Mac OS X
  Cisco Finesse	Yes	Yes	Yes
  Silent Monitor Service for Unified CCE Toolkit	Yes	No	No
  CTI OS Clients1	Yes	No	No
  CTI OS - Custom Apps using Java CIL1	Yes	No	Yes
  CTI OS - Monitor Mode Apps using Java CIL1	Yes	No	Yes

  ¹Installation is supported on Microsoft Windows Server 2012 R2 only for the application that will be published in the Citrix presentation server.

  VDI Support (top)

  Cisco Client Type	Virtual Desktop Infrastructure
  Cisco Finesse	VMware View 4.6, 5.x and 6.0 Horizon View 6.0 Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, 7.0, 7.1, 7.5, 7.6
  CTI-OS Clients (All CILs)	VMware View 4.6, 5.0 Citrix XenDesktop 5.0, 5.5, 6.0, 6.5

  Notes:

  • Unified Communications Manager Silent Monitoring is the only type of Silent Monitoring that is supported with VDI.
  • Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse (no tablets or mobile devices supported currently).
  • The customer can use any VDI endpoint that supports the specific Citrix or VMware VDI solution versions supported by Cisco. The customer must ensure that bandwidth and any other deployment considerations ensure that the solution can meet the performance and timing requirements of CTI-OS.

  
  

  Application Virtualization (top)

  Cisco Client Version	Citrix/XenApp	Remote Desktop Services Platform
  Cisco Finesse	XenApp 7.5	Windows Server 2012 R2
  CTI-OS Clients (All CILs)	XenApp 7.5 Enterprise Edition	Windows Server 2012 R2

  
  

  Automatic Speech Recognition-Text to Speech (top)

  This section provides information on speech vendors providing Automatic Speech Recognition (ASR)/Text-to-Speech Server (TTS) that have been tested for interoperability with Unified CVP.

  Category	Requirements
  Nuance Software	Unified CVP 11.0(1) has been tested for interoperability with the following Nuance components: For NR10 - Nuance Recognizer 10.2.4, Voice pack for Nuance Recognizer - 10.0.0, Nuance Vocalizer 6.0.1, Voice pack for Nuance Vocalizer 6.0.1, Nuance Speech Server 6.2.4 For NR9 - Nuance Vocalizer 5.0.7, Nuance Recognizer 9.0.17, Nuance Speech Server 5.1.9 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 Balancer (top)

  The following Packaged CCE components support third-party load balancers in redirect mode and Cisco Application Control Engine (ACE) 4710 Appliance Series with Software version A4(2.0). Cisco ACE is supported for upgrades only. See here for more details on ACE support.

  • Unified CCE
  • Unified CVP
  • Unified Intelligence Center
  • Finesse
  • MediaSense
  • SocialMiner
  • Unified EIM/WIM

  Third-party load balancers must meet the following requirements:

  • Both SSL offloading and SSL pass through must be supported
  • Load Balancer High Availability
  • Session stickiness should not be mandatory
  • Persistence - cookie-insert
  • Distribution algorithm - Round-robin

  Note: Refer to the individual component Design Guides for specific interfaces where the load balancers can be used in your deployment.

  The interoperability notes and the known caveats for most commonly used third party Load Balancers like the Big-IP F5 and the Citrix NetScalar 1000v can be referred from the following locations:

  • For BIG-IP F5 refer to Using F5 BIG-IP® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.
  • For Citrix NetScalar 1000v refer to Using Citrix NetScaler 1000v® traffic management and load balancing in a Cisco Unified Customer Voice Portal Solution.

  Virtualization for Packaged CCE (top)

  For hardware and virtualization information, see [[Virtualization for Cisco Packaged CC

  
  

  Remote Expert Mobile (top)

  For more information on Cisco Remote Expert Mobile, see the Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile.
  

  Apple iOS Device Support for REM

  Apple iOS 7 and iOS 8 Devices	Models
  iPad	iPad Air, iPad Air 2, iPad 2, iPad 3rd Generation, iPad 4th Generation
  iPad Mini	iPad Mini, iPad Mini with Retina Display, iPad Mini 3
  iPhone	iPhone 4S, iPhone 5, iPhone 5C, iPhone 5s, iPhone 6, iPhone 6 Plus, iPhone 7, iPhone 7 Plus
  iPod Touch	iPod Touch 5th Generation

  
  

  Android Device Support for REM (top)

  Android Vendors	Models
  Samsung	Galaxy S4, S4 Mini, S5, S5 Mini, S6, S7 Galaxy Note III (or newer) Galaxy Tab S, Tab 4 (8.4" and 10.1")
  Google	Nexus 5, 6, 7, 9, and 10
  LG	G2, Optimus G3
  Motorola	Moto G
  HTC	One M7, M8, One Max
  HP	Slate 7, 8, and 10

  Additional Notes:

  • Devices must be running Android version 4.1.2 or later (Jellybean, KitKat, Lollipop, Marshmallow, Nougat).
  • Not all devices have been tested, but the above are known to work.
    

  
  

  Jabber System Requirements for REM Agents (top)

  System Requirement	Jabber for Windows and Finesse Agent Desktop	Jabber for Mac and Finesse Agent Desktop
  Operating System	Microsoft Windows 7 SP1 or later: 32 and 64 bit Microsoft Windows 8.x: 32 and 64 bit Windows 10: 32-bit and 64-bit	Apple OS X Mountain Lion 10.8.1 or later Apple OS X Mavericks 10.9 or later Apple OS X Yosemite 10.10 or later
  Installed RAM	4 GB	4GB
  Free physical memory	2 GB	2 GB
  Free disk space	1 GB	1 GB
  CPU speed and type	4th Generation Intel Core i3 or later	1.6-GHz dual-core Intel Core i5 or later on the following hardware: Mac Pro MacBook Pro (including Retina Display models) MacBook MacBook Air iMac Mac mini
  GPU	DirectX 11 on Microsoft Windows 7	N/A
  I/O ports	USB 2.0 for USB camera and audio devices	USB 2.0 for USB camera and audio devices
  Screen resolution	For Finesse clients, the minimum supported screen resolution is 1024x768.	For Finesse clients, the minimum supported screen resolution is 1024x768.

  
  

  Browser Support for REM Customers (top)

  Browser	Supported Version	Verified Against	Plug-in Required	Platform / Operating System
  Google Chrome	33+	47	No	Windows OSX Linux Chromebook
  Mozilla Firefox	28+	40-43	No	Windows OSX Linux
  Microsoft Internet Explorer	11	11	Yes	Windows
  Apple Safari	8+	8.3	Yes	OSX
  Microsoft Edge	12+	12	No	Windows 10 Co-browsing only—no Voice & Video
  Opera	28+	N/A	No	Windows OSX Linux

  Note: Mobile browsers are not supported.