Cisco Collaboration Systems Release 12.0(1) for Contact Center

Tested Functionality

Feature Testing

Upgrade Paths

New and Changed Features

System Requirements

End-of-Sale Components

Deployment Considerations

Latest Software Upgrades and Licenses

Components Versions

Related Documentation

System Documentation

Product Documentation

Limitations and Restrictions

Important Notes

Open Caveats

Troubleshooting

Documentation and Service Requests

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Cisco Collaboration Systems Release 12.0(1) for Contact Center

As part of our standard methodology for each Cisco Collaboration Systems Release, we:

- Perform system-wide testing of Cisco Collaboration products to supplement the product-level testing performed on each collaboration product.

- Recommend compatible software releases that were verified by the testing teams. The recommendations are not exclusive and are in addition to interoperability recommendations for each of the individual applications or products.

For software compatibility data, see the Cisco Collaboration Systems Release Compatibility Matrix.

Note

Software compatibility data for all Cisco Collaboration Systems releases before 10.5(1) is available from the Cisco Collaboration Systems Compatibility Tool.

Note

Not all Collaboration System product release versions may be available at the same time. For latest product version availability, see individual product support pages at, Support and Downloads.

This document focuses on the Contact Center components tested as part of the Cisco Collaboration Systems Release. For information focused on Collaboration components that were tested as part of Cisco Collaboration Systems Release, see: Click Here .

This document provides release notes details based on the system-wide testing which includes the following types of components:

- Call control components, such as Cisco Unified Communications Manager (Unified CM), and Cisco Unified Communications Manager IM and Presence Service.

- Contact center components, such as Cisco Unified Contact Center Enterprise (Unified CCE), Cisco Packaged Contact Center Enterprise (Packaged CCE), Cisco Unified Contact Center Express (Unified CCX), Cisco Unified Intelligence Center (Unified Intelligence Center), Cisco Finesse, and Cisco Unified Customer Voice Portal (Unified CVP).

- Enterprise Edge components such as Cisco TelePresence Video Communication Server, Cisco Unified Border Element (CUBE), and Cisco Expressway Series.

- Devices (Endpoints), such as Cisco DX Series (DX Series), Cisco IP Phone 7800/8800 Series (7800/8800 Series), Cisco Jabber for Windows (Jabber for Windows), Cisco Virtualization Experience Media Edition (VXME) for Windows, and Cisco Jabber Guest (Jabber Guest).

- Communications gateway components such as Cisco Integrated Services Routers (ISR).

Tested Functionality

Feature Testing

In this release, the following features were system-tested.

Cisco Packed Contact Center Enterprise (Packaged CCE) 11.6(1)

- Global Deployment

- Transport Layer Security (TLS)-Secure Real-time Transport Protocol (SRTP)

- Cisco Jabber Mobile and Remote Access (MRA)

- 2000 agent model

- Voice Browser qualification

- Live data load

- Single sign-on (SSO)

- Universal Queue (UQ)

Cisco Unified Contact Center Express (Unified CCX) 11.6(1)

- Cisco Remote Expert Mobile in non-SSO mode

- Cisco Jabber as video end device

- Cisco Jabber on Mac

- Context Service

- SSO

- Email feature with MS Exchange 2016

- Cisco Wireless IP Phone 8821

- Cisco Expressway or VPNless phone qualification

- Cisco Finesse Cisco IP Phone Agent on IPv6

Upgrade Paths

The system-wide testing of Contact Center functionality for Cisco Collaboration Systems Release 12.0(1) included the following upgrade path.

- Single-stage upgrade of Contact Center components from Cisco Collaboration Systems Release 11.5(1) to Cisco Collaboration Systems Release 12.0(1). For a list of the base Cisco Collaboration Systems Release 11.5(1) versions, see the Cisco Collaboration Systems Compatibility Matrix.

New and Changed Features

For details about what is new for Cisco Collaboration Systems Release 12.0(1), see the Solution Overview.

For details about new and changed product features, access individual product release notes from Product Documentation.

System Requirements

This section provides information about system requirements for Cisco Collaboration Systems Release 12.0(1) for Contact Center.

End-of-Sale Components

Note

Cisco Unified Communications Manager Release 12.0(x) does not support some deprecated phone models. For more information, see the related Field Notice.

The following components have reached end-of-sale (EOS) status but are still supported.

- Cisco MediaSense (End-of Sale on October 4, 2017), End-of-Sale and End-of-Life Notices

- Cisco Unified E-Mail Interaction Manager, End-of-Sale and End-of-Life Notices

- Cisco Unified Web Interaction Manager, End-of-Life and End-of-Sale Notices

- Cisco TelePresence MCU 5300 Series, End-of-Sale and End-of-Life Notices

- Cisco DX650, End-of-Sale and End-of-Life Notices

- Cisco TelePresence System EX60 and EX90, End-of-Sale and End-of-Life Notices

- Cisco Unified IP Phone 6911, 6921, 6941, 6945, 6961, End-of-Sale and End-of-Life Notices

- Cisco Unified IP Phone 7937G, 7931G, 7942G, 7962G, Cisco Unified IP Phone Expansion Module 7915, Cisco Unified Wireless IP Phone 7925G, 7925G-EX, 7926G, End-of-Sale and End-of-Life Notices:

Note

The following are now End-of-Support: 7936, 7906G, 7911G, 7941G, 7961G, 7985G.

- Cisco Unified IP Phone 8941, 8945, 8961, End-of-Sale and End-of-Life Announcement

- Cisco Unified IP Phones 9900 Series, End-of-Sale and End-of-Life Notices

The EOS date is the last date to order the product through Cisco point-of-sale mechanisms. The product is no longer for sale. Another process, the end-of-life (EOL) cycle, guides the final business operations associated with the product.

The EOL process consists of a series of technical and business milestones and activities that, when completed, make a product obsolete. After a product becomes obsolete, it is not sold, manufactured, improved, repaired, maintained, or supported.

For information about recommended replacements and a comprehensive list of announcements, see Products & Services End-of-Sale and End-of-Life Products.

For information about specific products, go to Click Here . Then click End-of-Sale and End-of-Life and select products or technologies from the lists to the right.

Go to End-of-Life Policy for more information about our EOL policy.

Deployment Considerations

This section lists deployment considerations for Cisco Collaboration Systems Release 12.0(1). Not every rebuild is tested as part of the Cisco Collaboration Systems testing. Therefore, more regression testing in your lab or a Cisco-specific certification lab is recommended before deployment.

When deploying Cisco Collaboration Systems in a customer environment, remember the following:

- At the minimum, deploy the software release recommended in:

Cisco Collaboration Systems Release Compatibility Matrix

Note

For compatibility information prior to Collaboration Systems Release 10.5, refer to the Compatibility Tool: Click Here .

- For other software components, use the most current rebuild of a maintenance release. For IOS, information about the latest releases, including deferral advisories, is available at:

Click Here

- If the recommended release has been deferred to a subsequent release, use the subsequent release.

- Before deploying a release, examine the open caveats in the chosen release to determine if any affect your implementation. Open caveats can be viewed through the Bug Search tool, located at:

Click Here

- Deploy the chosen release in a lab environment that uses the same product components as your product components before moving to a production environment.

Latest Software Upgrades and Licenses

The following are links to the latest software upgrades and licenses for Cisco Collaboration Systems 12.0(1) components.

To launch the Product Upgrade Tool, go to:

Click Here

To download the latest software for all other components, go to:

Click Here

Components Versions

For current Cisco Collaboration Systems Release compatible component versions, refer to the new Cisco Collaboration Systems Release Compatibility Matrix.

Note

For compatibility information prior to Collaboration Systems Release 10.5, refer to the Compatibility Tool: Click Here .

Note

Not all Collaboration System product release versions may be available at the same time. For latest product version availability, see individual product support pages at, Support and Downloads.

Note

You can set up a virtualized environment by running Collaboration applications on a virtual machine on a Unified Computing System (UCS). For more details, including UCS hardware information and third-party requirements, see:

Click Here .

Note

Product-specific compatibility documents provide complete compatibility information between components.

Note

Cisco Hosted Collaboration Solution (Cisco HCS) is a hosted solution that includes various Cisco Collaboration Systems Release components. For more information about Cisco HCS, see: Cisco Hosted Collaboration Solution and Cisco HCS Product Support.

Related Documentation

System Documentation

For high-level information about the Cisco Collaboration Systems, see Cisco Collaboration Systems Documentation.

For more information about specific hardware recommendations or bills of material for each product, see System Requirements.

Product Documentation

The following table provides links to product documentation for the major Collaboration Systems Release components. The table provides links to:

- Product Release Notes

- Product Support pages, from which you can access technical documentation such as design, installation, configuration, and troubleshooting guides.

- Product Information pages, from which you can access marketing material such as product data sheets.

Note

For details about component versions, see Components Versions.

Component Resources Documentation

Component

Links

Call Control

Cisco Unified Communications Manager

- Release Notes

- Support

- Product Information

Cisco Unified Communications Manager IM and Presence Service

- Release Notes

- Support

- Product Information

Contact Center

Cisco Unified Contact Center Enterprise

- Release Notes

- Support

- Product Information

Cisco Packaged Contact Center Enterprise

- Release Notes

- Support

- Product Information

Cisco Unified Contact Center Express

- Release Notes

- Support

- Product Information

Cisco Unified Intelligence Center

- Release Notes

- Support

- Product Information

Cisco MediaSense (End-of-Sale: Oct 4, 2017)

- Release Notes

- Support

- Product Information

Cisco Finesse

- Release Notes

- Support

- Product Information

Cisco Unified Customer Voice Portal

- Release Notes

- Support

- Product Information

Cisco Virtualized Voice Browser

- Support

Cisco Unified Intelligent Contact Management Enterprise

- Release Notes

- Support

- Product Information

Cisco Unified E-Mail Interaction Manager (EOS)

- Release Notes

- Support

- Product Information

Cisco Unified Web Interaction Manager (EOS)

- Release Notes

- Support

- Product Information

Conferencing

Cisco TelePresence Conductor

- Release Notes

- Support

- Product Information

Enterprise Edge

Cisco TelePresence Video Communication Server

- Release Notes

- Support

- Product Information

Cisco Expressway Series

- Release Notes

- Support

- Product Information

Cisco Unified Border Element

- Support

- Product Information

Endpoints

Cisco DX Series

- Release Notes

- Support

- Product Information

Cisco TelePresence System EX Series (EOS)

- Release Notes

- Support

- Product Information

Cisco Unified IP Phone 6901

- Release Notes

- Support

- Product Information

Cisco Unified IP Phone 6911, 6921, 6941, 6945, 6961 (EOS)

- Release Notes

- Support

- Product Information

Cisco IP Phone 7800 Series

- Release Notes

- Support

- Product Information

Cisco Unified IP Phone 7900 Series

- Release Notes

- Support

- Product Information

Cisco IP Phone 8800 Series

- Release Notes

- Support

- Product Information

Cisco Unified IP Phone 8900 Series (EOS)

- Release Notes

- Support

- Product Information

Cisco Unified IP Phone 9900 Series (EOS)

- Release Notes

- Support

- Product Information

Cisco Jabber for Mac

- Release Notes

- Support

- Product Information

Cisco Jabber for Windows

- Release Notes

- Support

- Product Information

Cisco Virtualization Experience Media Edition for Windows

- Release Notes

- Support

- Product Information

Cisco Virtualization Experience Media Edition for SUSE Linux

- Release Notes

- Support

- Product Information

Cisco Jabber Guest

- Release Notes

- Support

- Product Information

Communication Gateways

Cisco Unified SIP Proxy

- Release Notes

- Support

- Product Information

Cisco 2900 Series Integrated Services Routers

- Support

- Product Information

Cisco 3900 Series Integrated Services Routers

- Support

- Product Information

Cisco 4400 Series Integrated Services Routers

- Release Notes

- Support

- Product Information

Limitations and Restrictions

If you are a Cisco partner or a registered Cisco.com user with a Cisco service contract, you can use the Bug Search tool to find caveats of any severity for any release. Access Bug Search at: Click Here .

We offer a Cisco Notification Service that allows you to set up one or more profiles. These profiles enable you to receive email notification of new Field Notices, Product Alerts, or End of Sale information for the products that you have selected. The Product Alert Tool is available at: Click Here .

Note

Not all caveats documented in this section are applicable to the Contact Center environment or deployment scenarios. They have been included for information purposes only.

Important Notes

This section includes important notes related to the testing of Cisco Collaboration Systems Release 12.0(1) for Contact Center.

Open Caveats

This table lists known caveats, grouped by severity, related to Contact Center components tested in Cisco Collaboration Systems Release 12.0(1). The table may also include caveats found in previous releases, which were not resolved at the time this document was written.

For more information about each defect, click the linked caveat number in the Identifier column in the table.

Open Caveats in Cisco Collaboration Systems Release 12.0(1)

Identifier

Headline

Severity 2-3 Caveats

CSCvd96919

Deployment of vCUSP ova template does not show all the regions and timezone in single window

CSCve48564

Finesse displaying IVR ports of dropped participants after a conf call

CSCvf20745

Memory leak while running LiveData Load during error scenarios

CSCvf24265

Finesse shows incorrect msg about device not accessible when we tried to login 2001 from rem site

CSCvf39189

Incorrect alarm seen for CVP VM related to server group

CSCvf50847

In Contact Center Transfer calls, second leg appears to be non secure instead of secure call

For information about a defect not listed in the table, go to Bug Search Tool.

Troubleshooting

For troubleshooting information, tips, and recommendations related to Cisco Collaboration Systems Release for Contact Center, see:

- Troubleshooting Daily Operations

- Product Troubleshooting Guides

Documentation and Service Requests

For information about obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation.

Subscribe to What's New in Cisco Product Documentation as an RSS feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service. Cisco currently supports RSS Version 2.0.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Click Here . Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)