This compatibility matrix specifies all supported configurations and versions for Cisco Unified Contact Center Enterprise 8.5(x).

Details are also provided about Unified ICM ACD Software Compatibility.

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.

Unified CCE 8.5(x) Product Sets

Unified CCE 8.5(x) Notes

1. Outbound Option SIP Dialer:
   Supports 28xx, 38xx, AS5350xm, and AS5400xm gateways with a PVDM2 DSP card
   Supports ISR G2 gateways (29xx and 39xx) with PVDM3 DSP card
   When needed for design, requires Cisco Unified SIP Proxy Version 8.5(1) or later
   Supports IOS Release 15.1(x)T, 15.1(4)M
   CUBE cannot be used as a SIP proxy for the SIP dialer. However, CUBE is allowed between the Gateways and rest of UCCE/ICM solution only when implementing MediaSense. Please reference the MediaSense SRND for full implementation details.
2. Unified Communications Manager 8.5(x) is supported with a Unified CCE 8.5(x) Peripheral Gateway (PG) only.
3. Unified CCE 8.5(x) Central Controller supports PGs running at the following versions for backward compatibility during upgrade: 7.5(x) and 8.0(x). For UCM compatibility for these PGs, see the UCM Compatibility Guide.
4. Unified CCMP 8.5(1), which is supported on Microsoft Windows 2003 is compatible with Unified CCE 8.5(1).  Unified CCMP 8.5(2) and 8.5(3), which are supported on Microsoft Windows 2008, are compatible with Unified CCE 8.5(2), 8.5(3), and 8.5(4).
5. The PG, CTI Server, and CTI OS server versions must all be at the same version. Additionally, the PG, CTI Server, CTI OS Server, and CTI OS desktop versions cannot be higher than the Central Controller version.
   
6. Backward compatible PGs are intended to be supported during the transition when you upgrade the Central Controller and PGs to the same version.
7. MR PG and Dialer must be at the same version.

General Compatibility Notes and Limitations

Unified CCE Parent / Child Compatibility

NAM/CICM Compatibility

Note: The columns can be switched for forward compatibilty. For example, NAM at 8.0 and CICM at 8.5 is a supported configuration.

VDI & Cisco VXI Support

Note:

• UCM Silent Monitoring is the only type of Silent Monitoring that is supported with VXI/VDI.
• Desktop solutions are supported on PC-like devices only that utilize a keyboard and mouse (no tablets or mobile devices supported at this time).
• The customer is not required to use Cisco VXI endpoints in a VDI solution. The customer can use any VDI endpoint that supports the specific Citrix or VMWare VDI solution versions supported by Cisco. The customer is responsible for ensuring that bandwidth and any other deployment considerations ensure that the solution can meet the performance and timing requirements of CTI-OS.
• For information about CAD wih thin client and virtual desktop environments, see the Integrating CAD with Thin Client and Virtual Desktop Environments document.
  

Application Virtualization

Windows Server 2008 R2 (SP1)

Siebel Compatibility

ICM-to-ICM Gateway Requirements

The following are system requirements for ICM-to-ICM Gateway.

• Both the Client ICM and Server ICM must be supported releases of Unified ICM, and they must be within one major version of each other.  If two connected ICMs are running with different releases of Unified ICM software, only the ICM-to-ICM Gateway features supported by the lowest numbered release are available.
  

ICM-to-ICM Gateway Client and Server Release Requirements

IP Phone Support

Other Product Sets

Unified ICM ACD 8.5 Product Sets

Aspect Call Center w/CMI

¹ICM supports four-digit Application IDs and CCT with Aspect Switch Version 9.3 from 7.5(9) onwards in the 7.5(x) stream and 8.0(2) onwards in the 8.(x) stream.

Note: DataInterLink with Application Bridge 6.0 is supported for all versions of ICM.

Avaya

When reviewing the support details in the Avaya matrixes below, consider the following notes and special considerations related to Avaya support:

• 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 currently does not support more than 12000 active associations on a single system.
• All CMS versions are supported as long as a supported RTA is being 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.
• MAPD is EOL from June 2008.
• Support for third-party ACD clients, SDKs, and interfaces integrated with ICM ends when the third-party ACD manufacturer ends mainstream support.
• Ten-digit Agent extension and Agent ID are supported from ICM 9.0(3) and higher that has ACM 6.2 and higher; AES 6.2 and higher; and CMS R16 with RTA 6.0 pl: 13g.

Avaya CMS RTA Support Matrix

AES/CVLAN Server and CVLAN Client Support Matrix

¹CVLAN Client 4.1.0 is integrated from UCCE/ICM 7.2.7 to 7.5.6.
²CVLAN Client 4.2.2 is integrated from UCCE/ICM 7.5.7 to 8.5.1.
³CVLAN Client 6.1 is integrated from UCCE/ICM 8.5.2 onwards and UCCE/ICM 10.0(x) supports only CVLAN Client 6.1.
⁴Processor Ethernet is supported with AES 5.2.1 and ACM 5.2.1.
⁵Support for third-party ACD clients, SDKs, and interfaces integrated with ICM ends when the third-party ACD manufacturer ends mainstream support.
⁶Starting with UCCE/ICM 8.5(2), the Cisco Avaya PG is supported on both Windows 2008 R2 and Windows 2003. Prior versions are supported only on Windows 2003.

Avaya Aura Communications Manager Support Matrix

¹Major ACD versions not listed here should be considered unsupported by Cisco.
²Avaya CM 4.x supports both MAPD and AES. However, MAPD is supported only up to ICM 7.2.4.
³Processor Ethernet is supported with AES 5.2.1 and ACM 5.2.1.

Avaya ARS Support Matrix

¹Major ACD versions not listed here should be considered unsupported by Cisco.

Avaya/Nortel

Caveats and special considerations apply with regard to support of this vendor's ACD/Switch types. Consider the following notes as you review the supported matrixes described below:

• Cisco currently supports only select Succession platforms with Symposium. (See the following chart for details.)
• SEI Lite integration is available for select ICM versions. The Cisco Automated Administrator for Symposium is required in order to integrate SEI Lite on ICM versions 5.0 and higher. (See the following chart for details.)
• Cisco does not support more than one PG pair connected to a single Symposium server.
• Customers who need to obtain the SCCS Toolkit must request this from Cisco. Please send an email to [email protected], and include the following information:
  • Customer name
  • Maintenance contract number
  • ICM version
  • PG version
  • Number of PGs

Avaya Aura Contact Center (AACC), Nortel Contact Center Manager (NCCM, formerly Symposium (SCCS))

¹Starting with UCCE/ICM 8.5(2), the Cisco Nortel PG is supported on both Windows 2008 R2 and Windows 2003 with AACC 6.0 only.
Prior versions of the Cisco Nortel PG are supported only on Windows 2003.
²While Cisco does not have a Nortel Meridian Option 51/61/81C in the testing environment, we do support ICM integration with these
Nortel Meridian models with CCM 5/6 since the PG to Symposium/CCM interface is tested. We have multiple customers running these
environments in production. Please note that Nortel has stopped support for CCM 5 and, therefore, our support is limited.

Nortel SDK

DMS 1000

¹Major ACD versions not listed here should be considered unsupported by Cisco.

SL 100

¹ Major ACD versions not listed here should be considered unsupported by Cisco.

CTI Support for ACD Types