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.

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

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.

Webex:

• Point-to-Point calls are supported if the lines are registered with CUCM or via SIP URI.

• 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.

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).

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.

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).