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Compatibility Matrix for Cisco HCS for Contact Center 11.0(1)
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Cisco Hosted Collaboration Solution for Contact Center 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 Hosted Collaboration Solution for Contact Center, release 11.0(1). The information in this compatibility matrix supersedes compatibility information in any other Cisco Hosted Collaboration Solution for Contact Center documentation. If a configuration or version is not stated, that configuration or version is not supported.
Note: Cisco HCS for Contact Center 11.0(1) shares the same media kit as Cisco Unified CCE 11.0(1), which includes some components not supported in a Cisco HCS for Contact Center deployment.
Central Controller version 11.0(1) | ||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Unified Communications Manager (CUCM) |
Unified CCE Components |
CTI OS Desktop |
Finesse | Unified CVP |
Unified Intelligence Center |
Unified WIM Unified EIM |
Remote Silent Monitor (RSM) |
Unified Contact Center Domain Manager (CCDM) |
Remote Expert Mobile (REM) |
SocialMiner | MediaSense | Virtualized Voice Browser (VVB) |
||
PG | CTI Server |
CTIOS Server |
||||||||||||
10.5(2) ES74 |
11.0(1) |
11.0(1) |
11.0(1) |
11.0(1) |
11.0(1) |
11.0(1) |
11.0(1) |
11.0(1) |
11.6(1) 11.5(1) |
11.0(1) |
11.0(1) |
11.5(1) |
Notes:
Optional components:
Hardware Model | Software Version | Software Feature Set | Gateway Functionality | MediaSense, Packaged CCE, and Cisco HCS Contact Center Support |
|
---|---|---|---|---|---|
VXML Gateway Browser |
Call Progress Analysis for Outbound Option for SIP Trunks (CUBE) |
||||
AS5350XM with AS5400XM with |
15.0(1)M1.2 15.1(4)M7 |
IPPLUS IP Enterprise Plus IPSec 3DES |
Yes | No | No |
ASR 1000 | IOS XE 3.10 IOS XE 3.13 IOS XE 3.16 |
Universal | No | Yes |
Yes |
IOS XE 3.15.1S | Universal | Yes | No | No | |
ISR G1 18xx, 28xx, 38xx | 15.0(1)M1.2 15.1(4)M7 |
Advanced IP Services IP Voice |
Yes | No | No |
ISR G2 29xx, 39xx, 39xxE | 15.1(4)M7 | Universal | Yes | No | No |
15.2(4)M4 15.3(3)M3 15.4(3)M2 |
Universal | Yes | No | Yes | |
15.5(2)T1 15.5(3)M1 15.6(1)T0a 15.6(2)T |
Universal | Yes | Yes | Yes | |
ISR G3 43xx (4321,4331,4351) ISR G3 44xx (4431,4451) |
IOS XE 3.13 IOS XE 3.15.1S IOS XE 3.16 IOS XE 16.6 |
Universal | No | Yes | Yes |
Additional Notes:
IOS Versioning Key, using 15.1(4)M3 and 15.1(4)T1 as examples.
Supported Versions: Cisco Unified SIP Proxy 8.5(x), 9.0(x), 9.1(x) and later maintenance releases.
Cisco HCS for Contact Center 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 Cisco HCS for Contact Center deployments:
Endpoint | Voice & Finesse Desktop |
Video | RSM (UCCE Only) |
Unified CM Silent Monitor |
Agent Greeting |
Whisper Announcement |
Finesse IP Phone Agent |
IPv6 SCCP (UCCE Only) |
IPv6 SIP | Video Prompt/Queue when used as Caller Endpoint |
Packaged CCE Cisco HCS Contact Center Support |
MRA |
---|---|---|---|---|---|---|---|---|---|---|---|---|
6921, 6941, 6945, 6961 |
Yes | No | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes | No |
7821, 7841, 7861 |
Yes | No | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes Audio only |
7925G, 7925G-EX |
Yes | No | Yes | No | No | No | No | No | N/A | No | No | No |
7942G, 7945G, 7962G, 7965G, 7975G |
Yes | No | Yes | Yes | Yes | Yes | No | Yes | No | Yes | Yes | No |
8811, 8821, 8841, 8851, 8851NR, 8861 | Yes | No | Yes | Yes | Yes | Yes | Yes | No | Yes | Yes | Yes | Yes Audio only |
8845, 8865 | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes Audio only |
8941, 8945 |
Yes | Yes | Yes | Yes | Yes | Yes | No | No | No | No | Yes | No |
8961 | Yes | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | Yes | No |
9951, 9971 |
Yes | Yes | Yes | Yes | Yes | Yes | No | No | Yes | No | Yes | No |
C40, C60, C90 Telepresence |
Yes | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
Cisco IP Communicator 8.6(4) and later | Yes | No | Yes | Yes | Yes | Yes | Yes | No | No | Yes | Yes | No |
DX650, DX70, DX80 (for Android) |
Yes | Yes | No | Yes | Yes | Yes | No | No | Yes | Yes | Yes | Yes Audio only |
EX60, EX90 |
Yes | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
Jabber for Mac 9.6 and later | Yes | Yes | Voice only | Voice only | No | Yes | No | No | No | Yes | Yes | No |
Jabber for VXME 9.7 and later | Yes | No | Voice only | Voice only | No | Yes | No | No | No | Yes | Yes | No |
Jabber for Windows 9.7 and later | Yes | Yes | Voice-only | Voice-only | No | Yes | No | No | No | Yes | Yes | No |
MX300 G2, MX700, MX800 Telepresence |
Yes | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
SX10, SX20, SX80 Telepresence |
Yes | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
Notes:
Callers outside of the enterprise's network can use the following endpoints, as part of Video Contact Center with Jabber Guest:
Function | Software |
---|---|
Antivirus Software |
|
Unified Intelligence Center reporting | Microsoft Excel Versions 2007 and 2010: used for exporting reports |
Unless explicitly mentioned, upgrading any third-party software that is bundled along with Cisco HCS for Contact Center 11.0(1) is not supported.
Unified CCE Installer 11.0(3) installs .NET version 4.5.2 and supports
.NET version 4.7. The .NET version 4.7 has to be installed manually.
Unified CCE Administration client 11.0(3) installs .NET version 4.5.2 and
supports .NET version 4.7. The .NET version 4.7 has to be installed
manually.
For more detailed information see
Cisco Customer Contact Software Policy for Use of Third-Party Software.
All Microsoft Windows-based components of Cisco HCS for Contact Center
11.0(1) install with Java Runtime Environment (JRE) 7 Update 51. You can
upgrade to later Java 7 updates.
Unified CCE release 11.0(3) installs 32 bit Java Runtime Environment (JRE) 8
Update 121 and supports later Java 8 updates.
Exceptions to the browser compatibility are:
Microsoft System | Software Requirements | |
---|---|---|
Microsoft Windows Server 2012 R2 | Unified ICM/CCE is qualified to work only on a retail installation of Microsoft Windows Server 2012 R2, Standard edition. Cisco does not support Unified ICM/CCE on a customized Windows image (for example, a corporate image). If you use a customized image of the Windows operating system, the Unified ICM/CCE application can fail. | |
Microsoft Windows Active Directory | Cisco Unified CCE and Unified ICM is qualified on Microsoft Windows Active Directory on Windows Server 2003, 2008, and 2012. | |
Microsoft SQL Server 2014 | Standard Edition |
|
Enterprise Edition |
|
Notes:
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 HCS for Contact Center 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 HCS for Contact Center Install and Config 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:
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 Clients* |
Yes
|
No
|
No
|
CTI OS - Custom Apps using Java CIL1 |
Yes
|
No
|
Yes
|
CTI OS - Monitor Mode Apps using Java CIL1 |
Yes
|
No
|
Yes
|
Note: * Installation is supported on Microsoft Windows Server 2012 R2 only for the application that will be published in the Citrix presentation server.
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.x |
CTI-OS Clients (All CILs) | VMware View 4.6, 5.0
Citrix XenDesktop 5.0, 5.5, 6.0, 6.5 |
Notes:
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 |
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 and Cisco VVB.
Category | Requirements |
Nuance Software |
Unified CVP and Cisco VVB 11.0(1) has been tested for interoperability with the following Nuance components:
Note: Contact Nuance support for compatibility of later dot releases of Nuance components with Unified CVP and Cisco VVB. |
Operating System |
Use vendor-recommended operating system software. |
The following 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.
Third-party load balancers must meet the following requirements:
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:
When reviewing the support details in the Avaya matrixes below, consider the following notes and special considerations related to Avaya support:
RTA Version | ICM 11.0 |
---|---|
6.0(x) | Yes |
6.0 Extended | No |
ACD Version | ICM 11.0 |
---|---|
ACM 6.3 | Yes |
ACD Version | ICM 10.5 |
---|---|
5.2.1 | No |
ACD Vendor | ACD Model | CTI Server Protocol Support | CTI OS Support |
---|---|---|---|
Avaya | Avaya Communication Manager driven by Avaya S8300, S8400, S85xx, S87xx, and S88xx Servers | Yes | Yes |
Cisco | IPCC | Yes | Yes |
Avaya | AACC | Yes | Yes |
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 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 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") |
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:
System Requirement | Jabber for Windows and Finesse Agent Desktop | Jabber for Mac and Finesse Agent Desktop |
---|---|---|
Operating System |
|
|
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:
|
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 | Supported Version | Verified Against | Plug-in Required | Platform / Operating System |
---|---|---|---|---|
Google Chrome | 33+ | 47 | No |
|
Mozilla Firefox | 28+ | 40-43 | No |
|
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 |
|
Note: Mobile browsers are not supported.