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Go to: Cisco Unified 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 (Unified Intelligence Center), and Cisco Unified Customer Voice Portal (CVP). This compatibility matrix specifies all supported configurations and versions for Cisco Unified Contact Center Enterprise 11.5(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Unified Contact Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported.

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.

Cisco Unified CCE 11.5(1) Solution (top)

Notes:

• 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. 
• Unified CCE Components: The PG (Peripheral Gateway) and CTI (Computer Telephony Integration) server must be at the same major version as the Central Controller.
• Unified CCE Components: During an upgrade, a Central Controller running at 11.5(1) supports Peripheral Gateways running at 11.0(x) and 10.5(x).
• Unified CCE Components: The Peripheral Gateway must be at an equal or higher maintenance release than the CTI server.
• Finesse: New Unified CCE 11.5(1) deployments must use Cisco Finesse. Existing deployments that are upgrading to Unified CCE 11.5(1) must upgrade to Finesse. From Unified CCE 11.5(1) going forward, CAD and CTI OS are no longer supported.
• IdS and Finesse: For configurations using Single Sign-On (SSO), you must upgrade Identity Server (IdS) before you upgrade to Finesse.
• CUIC: While CUIC real time and historical reporting support backward compatibility to Unified CCE, Release 11.5(x), Live Data later than 11.5(1) is not backward compatible. A standalone Live Data server must be at the same version as the Unified CCE central controller to be operational. The standalone Live Data server must be upgraded in the same maintenance window as the Unified CCE central controller.
• CUIC and Finesse: The platform version for Release 11.5 is 11.5.0 (FCS) (CCM_FREEZE_11_5_0_99837_2_CCT).
• Finesse and Live Data: The live-data gadget in the Finesse 11.6(1) layout does not work with Live Data 11.5(1) (standalone or co-resident with CUIC).
• SocialMiner: SocialMiner must be at the same version as the Peripheral Gateway. There is no forward or backward compatibility.
• ECE: Cisco Email Interaction Manager and Web Interaction Manager (EIM-WIM) is no longer supported. Enterprise Chat and Email (ECE) is supported. To install ECE, see the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.
• MediaSense: Starting with version UC 11.0(x), MediaSense connects to Finesse resulting in a compatibility dependency among MediaSense, Unified Communications Manager, and Finesse. For MediaSense compatibility information, see the Cisco MediaSense Compatibilty Matrix.
• For more information on upgrade paths, see the Unified CCE Contact Center Upgrade Flowcharts in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

Cisco Gateway Hardware and Software (top)

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.
• Multi-VRF requires IOS XE 16.3.3 to support Hosted Collaboration Solution for Contact Center.
• 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.
• Unified CVP supports SHA-256.

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.

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 for Agents and Callers (top)

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.
• 8811: 8811 requires cmterm-devicepack10.5.1.11012.cop.sgn or later applied to CUCM.
• 8821: Update the firmware to 11.0.3ES1.1 or higher. 8821 does not support Finesse IP Phone Agent in this release.
• 88xx phones are supported only in Enhanced Line mode.
• 89xx and 99xx: 89xx and 99xx series phones do not support video prompt and queue.
• 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.
• Cisco IP Communicator: Cisco IP Communicator does not support CAD IP Phone or mobile agents.
• EX60 and EX90: EX60 and EX90 are only supported in Remote Expert (RE) deployments.
• Jabber Multiline feature is supported from CCE 11.6
  
• MRA: Phones supporting Unified Communications Manager MRA (Mobile and Remote Access) are audio only.
• Agent Greeting: Agent Greeting requires:
  • The phones have the BIB feature.
  • The phones must be running the latest firmware version delivered with Unified Communications Manager.
  • The phones must be configured as BIB enabled in Unified Communications Manager.
• The following phone models are on end-of-life plan and have reached the end of maintenance:
  • 6921, 6941, 6945, 6961
• 7925G, 7925G-EX
• 8941, 8945
• 8961
• 9951, 9971
• DX650
• EX60, EX90
Hardware and software issues will no longer be repaired.
• See the Cisco Unified Contact Center Enterprise Design Guide for details, caveats, and features associated with each of these specific phone devices.
• While initiating a consult call to a route point or to another agent, only the Transfer button appears on the agent's phone. The agent can still use the Finesse desktop to transfer or conference the consult call.

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

Cisco Unified Communications Manager Mobile and Remote Access (top)

Review the following about Unified Communications Mobile and Remote Access (MRA):

• The connection from the Finesse client back to the Finesse server is over VPN, not over the MRA connection.
• Extension Mobility is not supported on DX series phone over MRA.
• BIB-based features (Agent Greeting, Silent Monitoring and Recording) are not supported with MRA.
• Jabber is not supported with MRA.
• Contact Center video deployments are not supported with MRA.
• In Contact Center Enterprise solutions, the 78xx and 88xx phones (audio only) support MRA.

SSO Identity Providers (top)

Unified CCE supports Microsoft AD FS (Active Directory Federation Services) 2.0, 2.1, or AD FS in Windows Server 2012 R2 as its identify provider for single sign-on (SSO).

AD FS in Windows Server 2012 R2 is the minimum supported version for the Unified Contact Center Management Portal.

Supported Third-Party Software(top)

Notes:

• Microsoft Windows Server 2012 R2 (Standard and Datacenter editions), which is supported from Unified CCE 11.0(1) onward, comes with pre-installed .NET version 4.5.1. Unified CCE Administration client installs .NET version 4.0 on Windows 7 and .NET version 4.5.1 on Windows 8.1 system. UCCE 11.5(x) supports .NET version 4.5.2 because .NET 4.5.1 is no longer supported by Microsoft.
• Do not upgrade third-party software bundled with Unified CCE unless otherwise noted. For more information, see Cisco Customer Contact Software Policy for Use of Third-Party Software.
• Upgrading Apache Tomcat on Unified CCE servers is not universally supported. Follow our documentation if you need to upgrade Apache Tomcat.

Microsoft .Net Framework (top)

Unified CCE Release 11.5(1) upgrades .NET Framework to Version 4.5.2.

Client Operating Systems (top)

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 11.5(x), 11.0(x), and 10.5(x).
• CTI OS and CAD were deprecated in Unified CCE release 11.0. New and existing deployments upgrading to Unified CCE release 11.6 must use Finesse desktop instead of CTI OS and CAD.
• CTI OS Silent Monitoring Service is a Unified CCE-specific feature and does not work with other TDM PGs like Avaya, AACC, or Aspect. CTI OS is not supported for UCM/UCCE PGs starting with Unified CCE release 11.5(1).

Server Operating Systems (top)

Notes:

• Unified CCE 11.5 solution and its components are supported on Microsoft Windows Server 2012 R2 standard and Datacenter editions.
• Unified CCE 11.5 does not support EIM-WIM. For 11.5 and later Unified CCE releases, use Enterprise Chat and Email (ECE) instead.

Java Runtime Environment (top)

• Unified CCE and Enterprise Chat and Email support JRE 1.8 (32 bit), update 66 or later updates of version 1.8.
• CCMP 11.5 supports Java 1.8 (64 Bit) and latest minor update of Java 1.8 (64 bit) are supported.
• For Unified CVP Release 11.5(1), the JRE version is updated from 1.7 (32 bit) to 1.7 (64 bit).
• All other solution components support Java 1.7 (32-bit).
• For instructions on applying newer Java security updates, please refer to Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1).

Supported Browsers (top)

When registering components with Context Service in Unified CCE Administration, Finesse Administration Console, and Unified CVP Operations Console, use a supported version of Internet Explorer, Chrome or Firefox.

• Internet Explorer 11.
• Chrome 48 and later. Chrome does not support access to Datasource, Report Definition, Security, User Management, and OAMP.
• Firefox 45 Extended Supported Release (ESR) and later ESRs.s

Browser Compatibility Exceptions

• Internet Explorer Metro Mode and Compatibility View are not supported.
• CCE Administration Client (AW) Setup tool does not support Firefox and Chrome.
• Cisco Virtualized Voice Browser (VVB) supports IE 11 in compatibility mode. It does not support Firefox or Chrome. 
• In Unified Intelligence Center Release 11.5, switch to Compatibility View in Internet Explorer 11 to access Dashboard, Datasource, Report Definition, Security, User Management, and OAMP. 
• Agent’s data will not be populated in the MediaSense Search and Play gadget because the MediaSense AgentInfo gadget is not supported in IE 11's compatibility view.

Microsoft System Software Requirements (top)

Notes:

• Administration Client requires Windows 7 (Professional, Enterprise and Ultimate), Windows 8.1 (Professional and Enterprise), Windows 10, or Windows Server 2012 R2.
• Internet Script Editor (ISE) requires Windows 7 (Professional, Enterprise and Ultimate), Windows 8.1 (Professional and Enterprise), or Windows 10 (Professional, Enterprise, and Enterprise LTSB).
• Microsoft Edge browser is not supported.
• Unified CCE and Packaged CCE running on Microsoft Windows Server 2012 R2 require a patch: Active Directory 2012 hotfix.

Microsoft Windows and Microsoft SQL Server Localization Support (top)

These are the supported localized versions of Microsoft Windows Server and SQL Server to use with the Cisco Unified ICM and Unified Contact Center Enterprise components.

Notes:

• In the above table, if a corresponding localized SQL Server 2014 in the Microsoft SQL Server 2014 column for a particular language in the Microsoft Windows Server 2012 R2 column is not shown, use the English SQL Server 2014 with the applicable setting in the SQL Collation Setting column.
• Unified CCE 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 Unified Contact Center Enterprise Installation and Upgrade Guide.
• Use English SQL Server 2014 on multilingual versions of the Microsoft Windows Server 2012 R2 environment. These are 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.

Transport Layer Security (TLS)(top)

For UCCE 11.5, these solutions and components support Transport Layer Security (TLS) for HTTPS communication with their web clients.

TLS 1.0, 1.1, and 1.2 is enabled by default for most.

Note: *Also requires SQL Server 2014 SP2, .NET 4.6+. Remote Desktop requires Windows 7 KB3080079 update.

Agent Desktop Supported Platforms (top)

Unified CCE Parent / Child Compatibility (top)

VDI Support (top)

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 of CTI OS.
• Cisco Unified Intelligence Center and Cisco Unified Contact Center Enterprise Administration are not supported on virtual desktops.

VMware ESXi Compatibility(top)

For information on the VMware ESXi versions compatible with Unified CCE solution components see Cisco Collaboration Virtulization at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.

Note:  1. ESXi 5.1 is supported only for backward compatibility while upgrading to Unified CCE 11.(x). After fully upgrading your Unified CCE solution, upgrade ESXi to a fully supported version.

Application Virtualization (top)

ICM-to-ICM Gateway Compatibility (top)

Note: This applies for NAM/CICM compatibility also.

Automatic Speech Recognition - Text to Speech (top)

Load Balancers (top)

These Cisco 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 for upgrades only, as explained in Cisco ACE 4710 Application Control Engine.

• Unified CCE
• Unified CVP
• Unified Intelligence Center
• Finesse
• MediaSense
• SocialMiner
• Enterprise Chat and Email
• Remote Expert Mobile

Third-party load balancers must meet these 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

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

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

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

Cisco PGW Softswitch Support (top)

Third-Party ACD (top)

Aspect Call Center with CMI (top)

Avaya (top)

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.
• 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 Matrix (top)

Avaya Communications Manager Support Matrix (top)

 Note:  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 Matrix (top)

Note: Since Avaya no longer supports CVLAN, you must migrate to the TSAPI client.

Avaya/Nortel (top)

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 (top)

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

Nortel SDK (top)

¹Cisco does not support any major ACD version not shown in this matrix.

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

CTI Support for ACD Types (top)

¹CTI OS Agent Desktop is supported with Unified CCE system PG only.

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 (top)

Additional Notes:

• Devices must be running iOS 7 or later.

Android Device Support for REM (top)

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)

Browser Support for REM Customers (top)

Note: Mobile browsers are not supported.