Unified CCE Software Compatibility Matrix for 10.5(x)

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Introduction

This compatibility matrix specifies all supported configurations and versions for Cisco Unified Contact Center Enterprise 10.5(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.




Contents

Unified CCE 10.5(1) Product Sets 

Unified CM IVR (IP-IVR
and CVP)

PG/Cisco Agent Desktop/CTI OS
Server1,2


CTI OS
Desktop1


Unified
Intelligence
Center
Unified
WIM and EIM

Siebel CRM


 RSM

 

Unified CCMP

MediaSense SocialMiner Finesse
10.5(1)

IP-IVR
10.5(1)

10.0(1)

 9.0(2)

CVP
10.5(1)

10.0(1)

9.0(1)

PG
10.5(1)

Cisco Agent Desktop
10.0(1a)

CTI OS Server
10.5(1) 

10.5(1)

10.0(x)

9.0(x) 

10.5(1)

 


9.0(2)



CRM for Siebel
8.1(x)

10.0(1)

9.0(1)
9.1(1)


10.5(1)

10.5(1)

10.5(1)

10.5(1)


10.0(1)

IP-IVR
10.0(1)

9.0(1)

CVP

10.5(1)
10.0(1)
9.0(1)

PG
10.5(1)

Cisco Agent Desktop
10.0(1a)

CTI OS Server
10.5(1) 

10.5(1)

10.0(x)

9.0(x)

10.5(1)

9.0(2)




CRM for Siebel
8.1(x)

10.0(1)

9.1(1)

9.0(1)


10.5(1)

10.0(1)

10.5(1)

10.5(1)

9.1(1)
9.1(2)

IP-IVR
9.0(x)
8.5(x)

CVP

10.5(1)
10.0(1)
9.0(1)

PG
10.5(1)

Cisco Agent Desktop
10.0(1a)

CTI OS Server
10.5(1)

10.5(1)

10.0(x)

9.0(x)

10.5(1)

9.0(2)

9.0(1)


CRM for Siebel
8.1(x)

10.0(1)

9.1(1)
9.0(1)

10.5(1)

9.0(1)

10.5(1)

10.5(1)

9.0(1)

IP-IVR
9.0(x)
8.5(x)

CVP
10.0(1)
9.0(1)

PG
10.5(1)

Cisco Agent Desktop
10.0(1a)

CTI OS Server
10.5(1)

10.5(1)

10.0(x)

9.0(x)

10.5(1)

9.0(2) 9.0(1)


CRM for Siebel
8.1(x)

10.0(1)

9.1(1)
9.0(1)

10.5(1)

9.0(1)

10.5(1)

10.5(1)


1The 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.
2The Cisco Agent Desktop client and servers must all be at the same version. CTI Server, and CTI OS Server and the Cisco Agent Desktop clients and Cisco Agent Desktop server versions cannot be at a higher maintenance release than the PG, CTIS Server, and CTI OS Server versions.



Cisco Gateway Requirements

Hardware

Category Requirements
Hardware Options Supports 28xx, 38xx, AS5350xm, and AS5400xm gateways with a PVDM2 DSP card.

Supports ISR G2 gateways (29xx and 39xx) with PVDM3 DSP card.



Software

Category Requirements
Software Options AS5350XM
AS5400XM
15.0(1) M10
15.1(4) M9
28xx, 38xx

15.0(1) M10(MD)
15.1(1) T5(ED)
15.1(4) M9(MD)

29xx, 39xx

15.1(4) M9
15.2(2) T4
15.2(3) T4
15.2(4) M7
15.3(3) M4

39xxE 15.1(4) M9
15.2(2) T4
15.2(3) T4
15.2(4) M7

For Unified CVP gateway requirements, see the <a href="http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-design.html">Hardware and System Software Specification for Cisco Unified Customer Voice Portal</a>.

Additional Unified CCE 10.5(1) Notes


IP Phone Support

Agent Telephone Voice Video RSM CUCM Silent Monitor Agent Greeting /Whisper Announce Specific Device Notes

C40

C60

C90

Telepresence

Yes Yes No No No


MX300 G2

MX700

MX800

Telepresence

Yes Yes No No No


SX10

SX20

SX80

Telepresence

Yes Yes No No No


CTS-500 Telepresence Yes RE No No No

CTS-500 TP is supported as a Remote Expert (RE) kiosk only.

EX60

EX90

Yes RE No No No

EX60, EX90 are supported in Remote Expert (RE) solutions only.

DX650

DX70

DX80

Yes Yes No Yes Yes

Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone feature is not supported.

DX devices require cmterm-devicepack10.5.1.11009-1.cop.sgn applied to CUCM.

9951

9971

Yes Yes Yes Yes Yes

Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone feature is not supported.

Video Prompt/Queue is not supported.

Finesse 9.1(x) supported with caveats mentioned in Cisco Finesse 9.1(1) Release Notes.

8941

8945

8961

Yes Yes Yes Yes Yes

Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone feature is not supported.

Video Prompt/Queue is not supported.

Finesse 9.1(x) supported with caveats mentioned in Cisco Finesse 9.1(1) Release Notes.

8811

8841

8851

8861

Yes No Yes Yes Yes

Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone feature must be disabled.
8811 requires cmterm-devicepack10.5.1.11012.cop.sgn applied to CUCM.


7970

7975

Yes

Yes

No

No

Yes

Yes

No

Yes

No

Yes

Finesse is not supported with 7970.

7960

7961, 7962, 7965

Yes

Yes

No

No

No

Yes

No

Yes

No

Yes

Finesse is not supported with 7960.

7940

7941, 7942, 7945

Yes

Yes

No

No

No

Yes

No

Yes

No

Yes

Finesse is not supported with 7940.

7921

7925

Yes No Yes No No

Finesse is not supported with 792x.

7910

7911

7912

Yes No No No No


Finesse is not supported with 791x.

7821

7841

7861

Yes No Yes Yes Yes


6921

6941

6945

6961

Yes No Yes Yes Yes


Cisco IP Communicator

8.6(x)

7.0(x)



Yes

Yes



No

No



Yes

Yes



Yes

Yes



Yes

No

Mobile Agents are not supported with Cisco IP Communicator.

CAD IP Phone Agent is not supported with Cisco IP Communicator.

Jabber for Windows 9.7 and higher Yes Yes Yes Yes Yes

The only supported desktops are Finesse 10.x and CTI OS 10.x.

Jabber for Mac 9.6 and higher Yes Yes Yes Yes Yes

The only supported desktops are Finesse 10.x and CTI OS 10.x.

Jabber for VXME 9.7 and higher Yes Yes Yes Yes Yes

The only supported desktops are Finesse 10.x and CTI OS 10.x.


The <a href="http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html">Contact Center Enterprise Design Guide</a> includes additional details, caveats, and feature details associated with each of these specific phone devices.

The following general limitations pertain to IP phones used with Unified CCE Enterprise deployments:

  • Only Cisco IP Phones are supported as contact center agent phones. As an alternative, you may choose to deploy the Mobile Agent solution to enable Cisco Unified CCE and Contact Center Hosted (CCH) to use any phone as an agent phone. Please consult with your Cisco Sales Engineer for additional detail on this configuration.
  • See the <a href="http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_device_support_tables_list.html">Cisco Unified Communications Manager Compatibility Guide </a>for SIP and other phone protocol support.


Microsoft System Software Requirements


Microsoft Windows Server 2008 R2

Microsoft Windows Server 2008 R2 is supported. Be aware of the following distinction between the editions.

IMPORTANT: Currently only SP1 for Microsoft Windows Server 2008 R2 is supported.

Microsoft Windows Server 2008 Standard Edition

  • Supports up to four processors on one 64-bit server
  • Maximum 32 GB of RAM

Microsoft Windows Server 2008 Enterprise Edition

  • Supports up to eight processors on one 64-bit server
  • Maximum 2 Terabytes (TB) of RAM

IMPORTANT: Unified ICM/CCE is qualified to work only on a standard packaged installation of Microsoft Windows Server 2008 R2 (Standard or Enterprise). 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 ICM and Unified CCE support Microsoft Windows Active Directory on Windows Server 2003, 2008, and 2012.

Microsoft SQL Server 2008 R2

Microsoft SQL Server 2008 R2 Standard Edition

  • CPU: Supports up to four processors on one server
  • RAM: No operating system maximum
  • SP2

Microsoft SQL Server 2008 R2 Enterprise Edition

  • CPU: No operating system maximum
  • RAM: No operating system maximum
  • SP2


Microsoft Windows and Microsoft SQL Server Localization Support

The following table lists supported localized versions of Microsoft Windows Server and SQL Server that you can use with Cisco Unified ICM/Unified Contact Center Enterprise and Hosted system components.

Supported Microsoft Software Localizations
Microsoft Windows Server 2008 R2 Microsoft SQL Server 2008 R2 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 2008 (listed in the Microsoft SQL Server 2008 R2 column) for a particular language listed in the Microsoft Windows Server 2008 R2 column, use the English SQL Server 2008 with the applicable setting listed in the SQL Collation Setting column.

Cisco Unified Contact Center Enterprise and Cisco Packaged Content Center Enterprise both support multilingual versions of Microsoft Windows Server 2008 R2 (English Windows Server 2008 with language packs installed). For details about how to set up multilingual versions of Microsoft Windows Server 2008 R2, see the <a href="http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html">Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.</a>

Use English SQL Server 2008 on multilingual versions of the Microsoft Windows Server 2008 R2 environment. Following are two valid examples of supported multilingual environments:

  • English Windows Server 2008 with Japanese Windows language pack installed, and English SQL Server 2008 with Japanese SQL Collation Setting.
  • English Windows Server 2008 with Russian Windows language pack installed, and English SQL Server 2008 with Cyrillic_General SQL Collation Setting.


Java Requirements

Unified CCE Release 10.5 installs with Java 6 Update 30 and can be upgraded to the latest Java 6 update. Java 7 is not supported.


Operating System and Database Requirements

The following table presents operating system requirements that are specific to the Unified ICM/CCE server type. The next table covers Unified ICM/CCE servers and client desktop deployments that require special consideration.

Operating System and Database Requirements, Unified ICME/ICMH/CCE/CCH
Unified ICM/CCE Server Microsoft Windows Server 2008 R2 MS SQL Server 2008 R2
ICM Router
NAM Router
CICM Router
Progger (Unified CCE)
Rogger (Unified CCE)
NAM Rogger (Unified CCH)
Administration & Data Server
All PGs; includes:
  • CCE Agent PG
  • TDM ACD PG
  • VRU PG
  • MR PG
  • Outbound Option Dialer
1
Unified CCE Gateway PG
ICM Logger
NAM Logger
CICM Logger
HDS & DDS

1SQL Server is not required unless Cisco Agent Desktop is installed.



Special Considerations (OS and DB Requirements), Unified ICME/ICMH/CCE/CCH
Unified ICM/CCE Server Operating System Requirements
Administration Client Requires Windows 7 or Windows 8.1 (Professional and Enterprise).
Unified Intelligence Center Client See the <a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_80/user/guide/is80bom.pdf">Unified Intellgience Center Hardware and System Software Specification (BOM</a>)  documentation.
CTI OS Desktops See <a href="http://docwiki-dev.cisco.com/wiki/Alpha_Unified_CCE_Software_Compatibility_Matrix_for_10.0#CTI_Supported_Platforms">CTI Supported Platforms</a>.
CTI OS See <a href="http://docwiki-dev.cisco.com/wiki/Alpha_Unified_CCE_Software_Compatibility_Matrix_for_10.0#CTI_Supported_Platforms">CTI Supported Platforms</a>.


CTI Supported Platforms

CTI Supported Platforms
CTI Option Operating System
Server Platform Client Platforms
Microsoft Windows Server 2008 R2 (SP1) Windows XP Professional; SP2 Windows XP Professional; SP3 Windows 7 (Pro, Enterprise, and Ultimate)1 Windows 8
Mac OS X
CTI OS Server
                    —
    —
Cisco Data Store
                     —
    —
Silent Monitor Server (standalone)
                     —
    —
Silent Monitor Service for Unified CCE Toolkit
                     √
    —
CTI Driver for Siebel
                     —
    —
CTI OS - CTI toolkit Supervisor Desktop
                     √
    —
CTI OS - CTI toolkit Agent Desktop
                      √
    —
CTI OS - CTI toolkit Combo Desktop .NET
                      √
    —
CTI OS - Custom Apps using C++ or COM CIL
                      √
    —
CTI OS - Custom Apps using Java CIL
                      √
    —
√ (V5.0)
CTI OS - Custom Apps using .NET CIL
                      √
    —
CTI OS - Monitor Mode Apps using C++, COM, or .NET CIL
                      √
    —
CTI OS - Monitor Mode Apps using Java CIL
                      √
    —
√ (V5.0)
Cisco Agent Desktop
                      √
    √
√ (v4.0 or 5.0)
Cisco Finesse

                      √
    √

1Any customizations to the CTI OS toolkit must be compiled under the development environment supported in Release 10.0(1) and then deployed on Windows 7. For further information, see the <a href="http://www.cisco.com/en/US/products/sw/custcosw/ps14/products_programming_reference_guides_list.html">CTI OS Developer Guide.</a> You can move existing customized CTI OS desktops to Windows 7 without the need for recompilation. Visual Studio 2008 is not supported.

Supported Third-Party Software

Supported Third-Party Software
Function Software
Remote Administration For Remote Desktop usage information, see the "Remote Administration” section in <a href="http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_technical_reference_list.html">Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.</a>
Antivirus Software
  • McAfee Virus Scan Enterprise 8.8i
  • Symantec Endpoint Protection 11.0/12.1
  • Trend MicroServerProtect Version 5.7/5.8

</dd>




Unified CCE Release 10.5.(1) Supported Browsers

Release 10.5(1) components support:

  • Internet Explorer 11
  • Internet Explorer 10 (Finesse support for Internet Explorer 10 requires Finesse 10.5 ES1 or higher)
  • Internet Explorer 9
  • Firefox24 and higher (we make every effort to test and support the most recent versions of Firefox)

Exceptions to the browser compatibility are:

  • Administration Client Setup Tool (does not support Firefox)
  • Unified WIM and EIM 9.0(2) Agent Desktop and higher (does not support Firefox)



Unified CCE Parent / Child Compatibility

Release
Parent 9.0(x) Parent 10.0(x) Parent 10.5(x)
Child 9.0(x) Yes
Yes
Yes
Child 10.0(x) Yes
Yes
Yes
Child 10.5(x) Yes
Yes
Yes


Central Controller Backward Compatibility

CentralController PG PG + CAD
10.5 10.0  10.0
10.5 9.0 9.0


Note: Backward compatible PGs are supported during the transition while you upgrade the Central Controller and PGs to the same version.

Note: MR PG and Dialer must be at the same version.



NAM/CICM Compatibility

NAM Version CICM Version
10.5
10.0
10.5 9.0


Note: You can switch the columns for forward compatibility. For example, CICM at 10.5 and NAM at 10.0 is a supported configuration.

VDI Support

Cisco Client Type Version Virtual Desktop Infrastructure OS Compatibility
CTI-OS Clients (All CILs) 8.5(x), 9.0, 10.0(1) VMware View 4.6, 5.0 Windows 7 32 bit - Supported
Windows 7 WoW64 - Supported
Windows XP 32 bit - Supported


CTI-OS Clients (All CILs) 8.5(x), 9.0, 10.0(1) Citrix XenDesktop 5.0, 5.5 or 6.0 Windows 7 32 bit - Supported
Windows 7 WoW64 - Supported
Windows XP 32 bit - Supported


CTI-OS Clients (All CILs) 8.5(4), 9.0(2), 10.0(1) Citrix XenDesktop 5.0, 5.5, 6.0, 6.5 Windows 7 32 bit - Supported
Windows 7 WoW64 - Supported
Windows XP 32 bit - Supported


Cisco Finesse
10.0(1) & 10.5(1)

VMware View 4.6, 5.x and 6.0

Horizon View 6.0

Windows 7 (32 bit, 64 bit, and WOW64)

Windows 8.1 (Finesse 10.5 Only)


Cisco Finesse
10.0(1) & 10.5(1) Citrix XenDesktop 4.x, 5.0, 5.5, 6.0, 6.5, 7.0, 7.1, 7.5, 7.6
Windows 7 (32 bit, 64 bit, and WOW64)

Windows 8.1 (Finesse 10.5 Only)


Cisco Agent Desktop (CAD) All Not Supported Not Supported

Note:

  • Unified Communications Manager Silent Monitoring is the only type of Silent Monitoring that is supported with VXI/VDI.
  • Desktop solutions are only supported on PC-like devices that utilize a keyboard and mouse (no tablets or mobile devices supported currently).
  • 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 must ensure that bandwidth and any other deployment considerations ensure that the solution can meet the performance and timing requirements of CTI-OS.
  • For information about Cisco Agent Desktop with thin client and virtual desktop environments, see the Integrating Cisco Agent Desktop with Thin Client and Virtual Desktop Environments document.

Application Virtualization


Cisco Client Version Unified CCE Version Citrix/XenApp Remote Desktop Services platform
CTI-OS Clients (All CILs)
10.5(1)
XenApp 6.0
Windows Server 2008 R2 (SP1)
Cisco Finesse 10.5(1) XenApp 6.5 Windows Server 2008 R2 (SP1)



Siebel Compatibility


Cisco Siebel Driver
Siebel Release
10.5(1) 8.1(x)


ICM-to-ICM Gateway Compatibility

ICM1 ICM2
10.5
10.0
10.5 9.0


Note: The columns can be switched for forward compatibility. For example, ICM2 at 10.5 and ICM1 at 10.0 is a supported configuration.

Other Product Sets

Unified ICM ACD 10.5 Product Sets


Aspect Call Center w/CMI

Switch Version CMI (Contact Server) ICM 10.5 Notes
v8.02 CMI v5.1.1

v8.3 CMI v5.1.2

v8.3 CMI v5.2

v8.4 CMI v5.2
Aspect 8.4 and CMI 5.2 are End of Support (EOS) by Aspect.
v9.0 CMI v5.2
Aspect 9.0 and CMI 5.2 are EOS by Aspect.
v9.1 (Win2k3) CMI v5.2
Aspect 9.1 and CMI 5.2 are EOS by Aspect.
v9.1.1 CMI v5.2
Aspect 9.1.1 and CMI 5.2 are EOS by Aspect.
v9.2 CMI v5.2

v9.2 CMI v6.2.1

v9.3 1 CMI v5.2

v9.3 CMI v6.2.1

v9.3 CMI v6.3

v9.3 CMI v6.4 Yes CMI v6.4 is supported only on Win2k8.

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

RTA Version ICM 10.5
4.1 No
4.5 No
4.6.1 No
4.6.2 No
4.6.4 No
4.6.5 No
4.7.3 No
4.8.1 No
5 No
5.0.5 No
5.0.5e No
6.0(x) Yes
6.0 Extended No



AES/CVLAN Server and CVLAN Client Support Matrix

AES (CVLAN) Server CVLAN Client Supported ICM 10.5 Notes
3.0.x 8.2.5 No5 8.2.5 client is EOL from Avaya.
3.1.x 8.2.5 No5 8.2.5 client is EOL from Avaya.
4.0.x 8.2.5 No5 8.2.5 client is EOL from Avaya.
4.1.x 4.1.01
4.2.22
6.13
No
4.2.x 4.1.0
4.2.2
6.1
No
5.2.14 4.1.0
4.2.2
6.1
No
5.2.2 4.1.0
4.2.2
6.1
No
6.1 4.1.0
4.2.2
6.1
No
6.2 4.1.0
4.2.2
6.1
No
6.3 4.1.0
4.2.2
6.1
Yes

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.




Avaya Aura Communications Manager Support Matrix

ACD Version 1 ICM 10.5 Notes
ACM 2.2.2 No
ACM 3.02 No
ACM 3.1.0 No No support due to Avaya regression fix being provided with 3.1.1.
ACM 3.1.1.628.7
Patch 11761
No Supported with both AES 3.0 & AES 3.1 in CMS environments. No support in CMS-less with AES.
ACM 3.1.2 No Supported only in a CMS environment.
ACM 3.1.3 No Supports both CMS and CMS-Less configurations.
ACM 3.1.4 No
ACM 3.1.5 No
ACM 4.02 No
ACM 4.0.1 No
ACM 4.0.3 No
ACM 4.0.4 No
ACM 5.0 No
ACM 5.1 No
ACM 5.1.2 No
ACM 5.2 No
ACM 5.2.13 No
ACM 6.0 No
ACM 6.2 No
ACM 6.3 Yes

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

ACD Version1 ICM 10.5
4.0 No
4.0.1 No
4.0.3 No
4.0.4 No
5.0 No
5.1 No
5.1.2 No
5.2.1 No

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 icm-nortelpg-sdk@cisco.com, and include the following information:
    • Customer name
    • Maintenance contract number
    • ICM version
    • PG version
    • Number of PGs



CTI Support for ACD Types

ACD Vendor ACD Model CTI Server Protocol Support CTI OS Support
Alcatel 4400 ACD w/CSTA-2 Yes Yes
Aspect Contact Server Yes Yes
Avaya Avaya Communication Manager driven by Avaya S8300, S8400, S85xx, S87xx, and S88xx Servers Yes Yes
Cisco IPCC Yes Yes
Nortel DMS -100 Yes No
Nortel DMS -500 Yes No
Nortel SL - 100 No No
Nortel Symposium Yes Yes
Rockwell Galaxy No No
Aspect Spectrum w/ LAN Transaction Link Yes Yes
Aspect Spectrum w. X.25 Transaction Link Yes Yes

 


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