Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x) First Published: 2019-01-11 Last Modified: 2020-08-18 The Cisco 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 12.0(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Contact Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported. 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 Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x) 1
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Contact Center Enterprise Solution CompatibilityMatrix, Release 12.0(x)
First Published: 2019-01-11
Last Modified: 2020-08-18
The Cisco Contact Center Enterprise (CCE) Solution CompatibilityMatrix includes all the Cisco CCE solutionsand component compatibility information. This compatibility matrix specifies all supported configurationsand versions for Release 12.0(1). The information in this compatibility matrix supersedes compatibilityinformation in any other Cisco Contact Center Enterprise documentation. If a configuration or version is notstated, that configuration or version is not supported.
The Compatibility Matrix specifies all supported third-party softwares (like Avaya, Nortel, and VMware) andits 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 releasecycles.
Note
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)1
Central Controller and Component Compatibility
• Upgrade all the solution components to experience the new features delivered as part of a particularsolution release version. Upgrading only the component that delivers the new feature may not be sufficientin all cases.
For more information on upgrade paths, see the CCE Upgrade Flowcharts in the respective ContactCenter Enterprise Installation and Upgrade Guides.
• Packaged CCE supports the multistage upgrade of CCE components groups from version 12.5. For detailson the required sequence and minimum component groupings, see the Cisco Packaged Contact CenterEnterprise Installation and Upgrade Guide, Release 12.5(1) at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_5_1/installation/guide/pcce_b_cisco-pcce-installationandupgrade-guide-12_5/pcce_b_cisco-pcce-installationandupgrade-guide-12_5_chapter_01000.html#concept_E3B037B501A2D0F3064261F2DDD1345D
Exception: Cisco Unified CM can continue to be on an earlier compatible release for an off-box solutiondeployment.
• Support for a Cisco Unified CM release is inclusive of all updates.
• Cisco HCS for Contact Center 12.0(1) shares the same media kit as Cisco Unified CCE 12.0(1), whichincludes some components not supported in a Cisco HCS for Contact Center deployment.
• IP IVR 12.0(1) is compatible only with CCE 12.0(1).
UpgradeMR PGandSocialMinerin the samemaintencewindow.
NSocialMiner
NotApplicabletoPackagedCCE.
YYYYYNCCMP
Applicableonly toHCS forCC.
YNNNYCCDM
* CUCM, Releases 11.5(1), 12.0(1) and 12.5(1) are supported with Unified CCE and Packaged CCE, Release12.0(1). CUCM, Release 11.5(1) is supported for HCS-CC, Release 12.0(1).
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)4
• 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 andlater releases.
• Multi-VRF requires IOS XE 16.3.4 to support Hosted Collaboration Solution for Contact Center.
• The Contact Center Enterprise release 12.0(1) solutions are qualified with vCUBE (CUBE on CSR1000v) Fuji release versions 16.9.1 and 16.9.2.
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)9
Cisco Gateway Hardware and Software
• Unified CVP supports the listed IOS release trains and their laterM 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 and16.1(4)M2.
• Unified CVP supports SHA-256.
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 soon.
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)11
Endpoints for Agents and Callers
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 theMobile Agent solution to enable the contact center to use any phoneas an agent phone.
• General: The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features are notsupported, 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. Youmust 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 frommultiline 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 FinesseIPPA Inactivity Timeout feature or increase the timeout in the range of 120 seconds to one day (86400seconds), so that the agent does not get logged out of Cisco Finesse IPPA even if the agent is on anyother screen.
• 88xx phones are supported only with desktop controls in the Standard Line mode. If both desktop anddevice 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, 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 CMPG to use Multi-Line only. This setting applies to all phones controlled by that specific Unified PG. Youcannot configure it on a phone-by-phone basis. Also, configure all phones with Set Maximum numberof calls to 2 and Set Busy trigger to 1.
• EX60 and EX90: EX60 and EX90 are only supported in Remote Expert (RE) deployments.
• 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 youhave VPN split-tunneling configured, you can use Jabber with MRA and the Finesse desktop onthe 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 CiscoAnyConnect Mobility Client split-tunneling configuration.
• If VPN split-tunneling is not available, you can run after splitting them onto two clients.
• A remote agent who runs Jabber with MRA on one client machine and the Finesse desktopwith 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 runsthe Finesse desktop as a Xenapp thin client.
• Jabber for VDI is not supported in Video Contact Center deployments.
• Jabber Multiline feature is supported from CCE 11.6.
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)12
• For Cisco Jabber software compatibility details, see the Planning guide for Cisco Jabber athttps://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 CUCMRelease 14.0 will no longer register. For more information on the end-of-life phones, see the Field Noticesathttps://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-field-notices-list.html.
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:
VersionsIdentity Providers
AD FS 4.0: Windows Server 2016 (Standard andDatacenter editions)
AD FS 3.0: Windows Server 2012 R2
Microsoft AD FS (Active Directory FederationServices)
8.2.2.0PingFederate
10.0.1OpenAM
3.3.0Shiboleth
13F5
Notes
Cisco Unified Contact CenterManagement Portal (CCMP for Unified CCE) and Cisco Unified Contact CenterDomain Manager (CCDM for HCS-CC), and ECE Release 12.0(1) support only Microsoft AD FS 2012 R2with WS-Federation via JSON Web Token (JWT). Cisco contact center solutions using SSO with Cisco IdS,CCMP and CCDM must use Microsoft AD FS 2012 R2 as primary IdP.
However, user authentication access for CCMP and CCDM can be provided by one of the above IdPs viaFederated Trust with Microsoft AD FS. Federated Trust is supported per Microsoft AD FS and third partyIdP documentation and support.
Windows authentication with ADFS via Kerberos is supported for single-domain authentication (non-federatedenvironments).
Windows authentication with ADFS is not supported on HCS for CC.
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)13
• agent based users have the same compatibility as Cisco IDS.
• Supervisors outside Cisco Finesse support any SAML 2.0 complaint IDP.
Transport Layer SecurityTransport Layer Security (TLS) 1.0/1.1 is generally 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 is notencrypted.
Ability toReinstate1.0/1.1
Database AccessWeb Interfaces12.0 Component
TLS 1.2*TLS 1.0/1.1TLS 1.2TLS 1.0/1.1
Config✔X✔XPCCE
Config✔X✔XUCCE/ICM
Config✔XN/AN/AAW Distributor/HDS/Logger
ConfigN/AN/A✔XInternet Script Editor
Config✔X✔XCCE Admin
Config✔X✔XWeb Setup
ConfigN/AN/A✔XDiagnostic Portal
Config✔X✔XLive Data
ConfigN/AN/A✔XCTIOS C++ CIL
Config✔XN/AN/ASQL Gateway - DB Lookup
X✔XXXProtocol - CTI Server and MediaRouting
ConfigN/AN/A✔XCVP
Config CLIN/AN/A✔XVVB
N/AN/A✔XIdS
Config CLI✔X✔XFinesse
Config CLI✔X✔XCUIC
Script✔X✔XECE
Config CLIN/AN/A✔XLive Data
ScriptN/AN/A✔XSocialMiner
Config CLIXX✔XCCMP/CCDM
ScriptN/AN/A✔XRE Mobile
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)14
Transport Layer Security
Ability toReinstate1.0/1.1
Database AccessWeb Interfaces12.0 Component
TLS 1.2*TLS 1.0/1.1TLS 1.2TLS 1.0/1.1
XN/AXX✔ACD
Config CLIN/AN/A✔XUC Manager
Client Operating System
Clients OSComponents
Microsoft Windows 10Cisco Finesse
Mac OS X 10.10, 10.11
ChromeOS 70 (64-bit) and higher
Microsoft Windows 10 (64-bit)Cisco Unified Call Studio
Microsoft Windows Server 2016 (Standard andDatacenter editions)
Administration Client
Microsoft Windows 10 (Enterprise and Professional)
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)
For more information on the supportedversions of Microsoft Windows 10 withspecific versions of .NET Framework, seethe Microsoft documentation.
Note
CTI OS Clients
Notes
• CTI OS is only supported for Unified ICMwhen used in conjunction with Avaya PG, Aspect PG, AACC(Symposium) PG, or non-reference design deployments like Parent-Child that employ Unified CCESystem PG. The supported CTI OS version is aligned with the supported PG version. The supported CTIOS desktop versions are 11.5(x) or later.
• CTI OS and CAD are not supported from Unified CCE, Release 11.5(x). New and existing deploymentsupgrading 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 release11.5(1).
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)15
Client Operating System
Supported Browsers
Browser VersionOperating System
Internet Explorer v11.0.9600.17031MicrosoftWindows Server 2016(Standard and Datacentereditions) Chrome v69.0.3497.92
Firefox Quantum 62
Microsoft Edge v41.16299.248.0
Internet Explorer v11.345.17134 or later in Native Mode.Microsoft Windows 10
Google Chrome v60 or later.
Chrome does not support access to CUIC OAMP.Note
Firefox Extended Supported Release (ESR) 52 and later ESRs.
Microsoft Edge v41.16299.15.0 or later.
Microsoft Edge can consume considerably higher memory forthe same when compared to Chrome or Firefox. Hence, userswith Edge should use a system with a minimum configurationof 8 GB RAM.
Note
Firefox Extended Supported Release (ESR) 45 and later ESRs.Mac OS X
Google Chrome v48 or later.
Chromium v73 or later.Chromebook with Chrome OSv70
Google Chrome v60 or later.
Chrome does not support access to CUIC OAMP.Note
Notes
• Unified CCE Administration requires full screen view of the browser with the minimum resolution of1366 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 innative mode as default browser, if required.
• CCEAdministration Client (AW) Setup tool does not support Firefox and Chrome. Use Internet Explorerv11.345.17134 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 incompatibility mode. To ensure that all the functionalities of CVP OAMP work in Internet Explorer, setthe emulation level to at least 10 by following the steps documented in the Test your sites for document
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)16
Supported Browsers
mode compatibility section at Fix web compatibility issues using document modes and the EnterpriseMode site list.
Supported Languages
Social MinerFinesseUnifiedIntelligenceCenter
Unified CCEReportingTemplates
Unified CCEAdministration
YesYesYesYesNoBulgarian
YesYesYesYesNoCatalan
YesYesYesYesYesChinese (China)
YesYesYesYesYesChinese(Taiwan)
YesYesYesYesNoCroatian
YesYesYesYesNoCzech
YesYesYesYesYesDanish
YesYesYesYesYesDutch
YesYesYesYesYesEnglish (UnitedStates)
YesYesYesYesNoFinnish
YesYesYesYesYesFrench (France)
YesYesYesYesYesGerman
YesYesYesYesNoHungarian
YesYesYesYesYesItalian
YesYesYesYesYesJapanese
YesYesYesYesYesKorean
YesYesYesYesNoNorwegian
YesYesYesYesNoPolish
YesYesYesYesYesPortuguese(Brazil)
YesYesYesYesNoRomanian
YesYesYesYesYesRussian
YesYesYesYesNoSerbian
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)17
MicrosoftWindows Server 2016 (Standard andDatacenter editions)Unified and Packaged CCE, ICM,HCS-CC and System PG
MicrosoftWindows Server 2016 (Standard andDatacenter editions)Enterprise Chat and Email
MicrosoftWindows Server 2016 (Standard andDatacenter editions)Unified CVP
MicrosoftWindows Server 2016 (Standard andDatacenter editions)Unified CCMP
MicrosoftWindows Server 2016 (Standard andDatacenter editions)Unified CCDM
MicrosoftWindows Server 2016 (Standard andDatacenter editions)Silent Monitor Server
MicrosoftWindows Server 2016 (Standard andDatacenter editions)CTI OS Server
Notes
Unified ICM/CCE is qualified to only work on a retail installation of theMicrosoftWindows Server (Standardand Datacenter editions). Cisco does not support Unified ICM/CCE on a customized Microsoft Windowsimage (for example, a corporate image). If you use a customized image of the Microsoft Windows operatingsystem, the Unified ICM/CCE application can fail.
SQL Server and Informix Versions
SQL Server VersionComponents
Microsoft SQL Server 2017 (Standard and Enterprise editions) withcumulative updates.
UCCE supports the 64-bit version ofMicrosoft SQL Server2017 only.
Note
Unified and Packaged CCE, ICM,and HCS-CC
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)18
Server Operating System
SQL Server VersionComponents
• ECE 400 agent deployment: Microsoft SQL Server 2016 SP2Standard and Enterprise editions are supported.
• ECE 1500 agent deployment: Microsoft SQL Server 2016 SP2Standard and Enterprise editions are supported.
Enterprise Chat and Email
IBM Informix 12.10c3Unified CVP
Microsoft SQL Server 2016 SP2 Standard edition.Unified CCMP
Microsoft SQL Server 2016 SP2 Standard edition.Unified CCDM
Microsoft Windows and Microsoft SQL Server Localization Support
The following table lists the supported localized versions of Microsoft Windows Server and SQL Server touse with Cisco Unified ICM and Unified CCE components:
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)19
Microsoft Windows and Microsoft SQL Server Localization Support
Notes
• In the above table, if a corresponding localized SQL Server 2017 in the Microsoft SQL Server 2017column for a particular language in the Microsoft Windows Server 2016 column is not shown, use theEnglish SQL Server 2017 with the applicable setting in the SQL Collation Setting column.
• Unified CCE supports multilingual versions of Microsoft Windows Server 2016 (English WindowsServer 2016 with language packs installed). For details about how to set up multilingual versions ofMicrosoft Windows Server 2016, see the http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html.
• Use English SQL Server 2017 on multilingual versions of the Microsoft Windows Server 2016environment. These are examples of supported multilingual environments:
• English Windows Server 2016 with Japanese Windows language pack installed, and English SQLServer 2017 with Japanese SQL Collation Setting.
• English Windows Server 2016 with Russian Windows language pack installed, and English SQLServer 2017 with Cyrillic_General SQL Collation Setting.
Java JRE and JDKRelease 12.0(1) supports the following Java Runtime Environment (JRE) versions.
• CCE supports JRE version 1.8 (32 bit), update 181 or later updates of version 1.8.
• Unified CVP supports JRE version 1.8 (64 bit), update 172 or later updates of version 1.8.
• Cisco VVB, Cisco Unified Intelligence Center and Live Data, and Cisco Finesse support Java JDKversion 1.7 (32 bit).
• Cisco Enterprise Chat and Email supports JRE version 1.8 (32 bit), update 121 or later updates of version1.8.
• Cisco CCMP and CCDM support JRE version 1.8 (32 bit), update 121 or later updates of version 1.8.
• For instructions on applying newer Java security updates, see http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Microsoft .NET Framework• Microsoft Windows Server 2016 (Standard and Datacenter editions) comes with pre-installed .NETversion 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
SoftwareFunction
Microsoft Active Directory versions 2012 R2 and 2016 are supportedwith the Cisco Unified CCE, Packaged CCE and HCS-CC solutions.
Microsoft Active Directory
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)20
For Remote Desktop usage information, see the Remote Administrationsection in the Security Guide for Cisco Unified ICM/Contact CenterEnterpriseSecurity Guide for Cisco Unified ICM/Contact CenterEnterprise.
Remote Administration
The following Antivirus software were tested:
• McAfee Virus Scan Enterprise 8.8 Patch 11
• Symantec Endpoint Protection 14.2 with latest MP
• Trend Micro Deep Security 11.0
• Cisco Advance Malware Protection (AMP)
• Windows Defender (By default, Windows Defender is enabled inMicrosoftWindows Server 2016. Formore information onWindowsDefender antivirus compatibility, see https://docs.microsoft.com/en-us/windows/security/threat-protection/windows-defender-antivirus/windows-defender-antivirus-compatibility.)
Ensure that you follow the antivirus guidelines specified inthe Section, Antivirus Guidelines of the Security Guide forCisco Unified ICM/Contact Center Enterprise athttps://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Note
See the Cisco Customer Contact Software Policy for Use of Third-PartySoftware Bulletin at: https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-ip-interactive-voice-response-ivr/prod_bulletin09186a0080207fb9.html
Antivirus Software
For more information about virtualization for all Unified CCEcomponents, see the Unified Communications in a Virtualization pagehttps://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.
Virtualization
Microsoft Excel Versions 2007 and 2010: used for exporting reports.Unified Intelligence Centerreporting
Supported Agent Desktop Platforms
ICM 12.0CTI Option
Mac OS X(10.10 and10.11)
Windows10
Chrome OS v70(64-bit)
YesYesYesCiscoFinesse
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)21
• Unified Communications Manager Silent Monitoring is the only silent monitoring type supported withVDI.
• Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse. Tablets andmobile devices are not currently supported.
• You can use any VDI endpoint that supports the specific Citrix or VMware VDI solution versionssupported by Cisco. Verify that the bandwidth and deployment considerations of the solution meet theperformance and timing requirements.
• Cisco Unified Contact Center Enterprise Administration is not supported on virtual desktops.
VMWare ESXI CompatibilityFor information on the VMware ESXi versions compatible with Unified CCE solution components see CiscoCollaboration Virtualization athttps://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html.
For specific interfaces where you can use load balancers in your deployment, see the Cisco Design Guide forthe UCCE component.
Note
Remote Expert Mobile (REM)For more information on Cisco Remote Expert Mobile, see the Cisco Contact Center Solutions and UnifiedCommunications Manager Solution Configuration Guide for Remote Expert Mobile.
For Video Contact Center, IOS 15.3(3)M3 or later version in the same train is required.Note
• Devices must be running Android version 4.1.2 or later.
• Not all devices have been tested, but the above are known to work.
• The quality of sent and received video may be poorer on low-specification Android devices. This isespecially true if the device is trying to send and receive full HD video. In such a scenario, the devicecan become overloaded.
Jabber System Requirements for REM Agents
Jabber for Mac and Finesse Agent DesktopJabber for Windows and Finesse AgentDesktop
System Requirement
Apple OS X Mountain Lion 10.8.1 or laterMicrosoft Windows 7 SP1 or later: 32and 64 bit
Operating System
Apple OS X Mavericks 10.9 or laterMicrosoft Windows 8.x: 32 and 64 bit
Apple OS X Yosemite 10.10 or laterWindows 10: 32-bit and 64-bit
4GB4 GBInstalled RAM
2 GB2 GBFree physicalmemory
1 GB1 GBFree disk space
1.6-GHz dual-core Intel Core i5 or later onthe following hardware:
4th Generation Intel Core i3 or laterCPU speed and type
Mac Pro
MacBook Pro (including Retina Displaymodels)
MacBook
MacBook Air
iMac
Mac mini
N/ADirectX 11 on Microsoft Windows 7GPU
USB 2.0 for USB camera and audio devicesUSB 2.0 for USB camera and audiodevices
I/O ports
For Finesse clients, the minimum supportedscreen resolution is 1024x768.
For Finesse clients, the minimumsupported screen resolution is1024x768.
Screen resolution
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)25
Notes
Browser Support for REM Customers
Platform / Operating SystemPlug-inRequired
VerifiedAgainst
SupportedVersion
Browser
WindowsNo6248+Google Chrome
OSX
Linux
Chromebook
WindowsNo5745+ ESRMozilla Firefox
OSX
Linux
WindowsYes1111Microsoft InternetExplorer
OSXYes10.1.2, 11.08+Apple Safari
Windows 10 Co-browsing only supportfrom 20.10240 (EdgeHTML 12.10240).
No38, 4020.10240+Microsoft Edge
Voice and Video support from 40.15063(EdgeHTML 15.15063).
WindowsNo4628+Opera
OSX
Linux
Non Reference Design Compatibility
Unified CCE Parent Child Compatibility
Parent PG12.0(x)
Parent PG11.6(x)
Parent PG 11.5(x)Parent PG 11.0(x)Release
YesYesYesYesChild PG11.0(x)
YesYesYesYesChild PG11.5(x)
YesYesYesYesChild PG11.6(x)
YesYesYesYesChild PG12.0(x)
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)26
Browser Support for REM Customers
ICM-to-ICM Gateway Compatibility
ICM ServerICM Client
1212
11.612
11.512
1112
1211.6
1211.5
1211
Third Party ACDs
Aspect Call Center with CMI
NotesICM 11.6CMI (Contact Server)Switch Version
CMI v6.4 issupported only onWin2k8.
YesCMI v6.4v9.3
Avaya
Avaya Considerations
Review the following Avaya support considerations:
• Avaya name changes: Avaya changed names fromDEFINITY toMultiVantage to Avaya CommunicationsManager (ACM) to Avaya Aura Communications Manager (AACM).
• Cisco Hosted Collaboration Solution for Contact Center (Cisco HCS-CC) supports on Avaya third partyPeripheral Gateways.
• 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 tocommunicate with Avaya products.
• MAPD is not supported.
• Support for third-party ACD clients, SDKs, and interfaces integrated with ICM stops when the third-partyACD manufacturer ends mainstream support.
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)27
ICM-to-ICM Gateway Compatibility
• Ten-digit Agent extension and Agent ID are supported from ICM 9.0(3) and later that have ACM 6.2and later; AES 6.2 and later; and CMS R16 with RTA 6.0 pl: 13g.
Avaya CMS RTA Support
ICM/Packaged CCE12.0
RTAVersion
Yes6.0(x)
No6.0Extended
Avaya Communications Manager (ACM) Support
ICM/Packaged CCE12.0
RTA Version
YesACM 6.3 (x) to8.1(x)
Notes on Avaya Communications Manager Support
Avaya Product Support Notice patch PSN020249u is required for ACM 7.0 (x) and above. For details, seethe Product Support Notice at: https://downloads.avaya.com/css/P8/documents/101020687.
AES Server and CVLAN/TSAPI Client Support
ICM/Packaged CCE12.0
TSAPI ClientSupported
CVLAN ClientSupported
AES Server
YesYesYes6.3 (x) to8.1(x)
To enable Avaya 8.1(x) AES Server support, install ES 40 for 12.0(x).Note
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 [email protected]:
• Customer name
• Maintenance contract number
• ICM version
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)28
