Skip to content
Skip to search
Skip to footer
Cisco.com Worldwide
Products and Services
Solutions
Support
Learn
Explore Cisco
How to Buy
Partners Home
Partner Program
Support
Tools
Find a Cisco Partner
Meet our Partners
Become a Cisco Partner
Support
Product Support
Contact Center
Cisco Unified Contact Center Enterprise
Cisco Unified Contact Center Enterprise 12.0(1)
Series
Cisco Unified Contact Center Enterprise
Overview
Product Overview
Status
Available
Order
Release Date
11-JAN-2019
Contact Cisco
Open a TAC Case Online
US/Canada 800-553-2447
Worldwide Support Phone Numbers
All Tools
Feedback
Other Languages
Documentation
Top Search Results
Load More
View English Results
View English Results
Close Results
use JS to put chosen tab in here or hide
Key Information
Customers Also Viewed
Saved Content
Key Information
Customers Also Viewed
Saved Content
You can now save documents for easier access and future use. Saved documents for this product will be listed here, or visit the
My Saved Content
page to view and manage all saved content from across Cisco.com.
Log in
to see your Saved Content.
Recent Security Notices
05-Jun-2024
Security Advisory: Cisco Finesse Web-Based Management Interface Vulnerabilities
24-Jan-2024
Security Advisory: Cisco Unified Communications Products Remote Code Execution Vulnerability
16-Oct-2023
Security Advisory: HTTP/2 Rapid Reset Attack Affecting Cisco Products: October 2023
23-Aug-2023
Field Notice: FN - 72590 - Cloud Connect Is Unable to Check for and Download New Software Due to DevHub Authentication Token Expiration - Workaround Provided
01-Mar-2023
Security Advisory: Cisco Finesse Reverse Proxy VPN-less Access to Finesse Desktop Denial of Service Vulnerability
Document Categories
Configuration
Data Sheets and Product Information
Design
Install and Upgrade
Literature
Maintain and Operate
Reference
Release and Compatibility
Security Notices
Troubleshooting
See also:
Translated End-User Guides
Data Sheets and Product Information
Data Sheets
Cisco Contact Center Enterprise 12.6 Data Sheet
11-Jun-2023
Cisco Contact Center Enterprise 12.0 Product Line Data Sheet
16-Dec-2019
Cisco Contact Center Enterprise 11.6 Product Line Data sheet
25-Aug-2017
Cisco Unified Contact Center Enterprise 11.0 Data Sheet
11-Sep-2015
Cisco Unified Intelligence Center 10.0 Data Sheet
04-Feb-2016
Cisco Unified Contact Center Enterprise 10.0 Data Sheet
03-Feb-2016
Cisco Unified Contact Center Enterprise 9.0 Data Sheet
15-Jan-2016
Cisco Unified Contact Center Management Portal Data Sheet
11-Aug-2014
Cisco Collaboration Flex Plan Contact Center Data Sheet
14-May-2021
Cisco Unified Contact Center Enterprise 12.5 Data Sheet
27-Jul-2020
End-of-Life and End-of-Sale Notices
Most Recent
End-of-Sale and End-of-Life Announcement for the Perpetual Licensing for Cisco Intelligent Contact Manager & IP Interactive Voice Response - Replaced by Flex Contact Center
20-Sep-2023
End-of-Sale and End-of-Life Announcement for the Cisco Perpetual License Enterprise Agreement (EA) - Contact Center Suite
15-Sep-2022
End-of-Sale and End-of-Life Announcement for the Perpetual Licensing for Cisco Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and HCS for Contact Center - Replaced by Flex Contact Center
31-Jan-2022
End-of-Sale and End-of-Life Announcement for the Cisco FLEX Subscription v12.0 for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and Hosted Collaboration Solution for Contact Center
04-Jun-2021
End-of-Sale and End-of-Life Announcement for the Cisco FLEX Subscription 11.x for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and Hosted Collaboration Solution for Contact Center
04-Jun-2021
End-of-Sale and End-of-Life Announcement for the Cisco Enterprise Agreement for Contact Center Version 12.0
25-Apr-2021
End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 12.0
25-Jan-2021
End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 11.5
01-Jun-2020
End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6
12-Mar-2020
End-of-Sale and End-of-Life Announcement for the Cisco Country-specific Unified Contact Center Enterprise, Packaged Contact Center Enterprise, and Cisco Voice Portal Offers
27-Jan-2020
End-of-Sale and End-of-Life Announcement for the Cisco Contact Center a la carte Migration and Upgrade offers
30-Jul-2019
End-of-Sale and End-of-Life Announcement for the Cisco Contact Center: EA-CC-MIGRATION
01-Nov-2018
End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 11.0
01-Aug-2018
End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 10.5
05-Jan-2018
End-of-Sale and End-of-Life Announcement for the Cisco Remote Silent Monitoring (RSM) - All Versions
21-Dec-2016
View all documentation of this type
Security Notices
Bulletins
Cisco Contact Center Enterprise Software Release and Sustaining Lifecycle
04-Jun-2021
Cisco Contact Center Performance Effects from Side-Channel Information Disclosure Vulnerabilities Product Bulletin
04-Jun-2018
Field Notices
Most Recent
Field Notice: FN - 72590 - Cloud Connect Is Unable to Check for and Download New Software Due to DevHub Authentication Token Expiration - Workaround Provided
23-Aug-2023
Field Notice: FN - 72432 - Unified Contact Center Enterprise (UCCE)/Packaged Contact Center Enterprise (PCCE)/Unified Contact Center Express (UCCX) Solution: Impact of Chrome Private Network Access Deprecation - Software Upgrade Recommended
01-Feb-2023
Field Notice: FN - 72306 - Unified Contact Center Enterprise (UCCE)/Packaged Contact Center Enterprise (PCCE) and Unified Customer Voice Portal (CVP): QuoVadis Root CA 2 Decommission Might Affect Smart Licensing - Workaround Provided
29-Mar-2022
Field Notice: FN - 70542 - Unified Contact Center Enterprise - Tomcat Upgrade to Resolve CVE-2020-1938 Breaks Cceadmin and Websetup Page - Software Upgrade Recommended
17-Aug-2021
Field Notice: FN - 63454 - Agent desktops upgraded to Cisco Agent Desktop 8.5(2) are unable to launch - Software Upgrade Recommended
22-Jan-2021
Field Notice: FN - 70548 - Unified Contact Center Enterprise (UCCE) / Enterprise Chat and Email (ECE) - Microsoft Secure LDAP Mandatory for Active Directory Connections - Workaround Provided
16-Apr-2020
Field Notice: FN - 70510 - Chrome Version 80 Update for SameSite Cookie Causes ECE Gadget and Dock Chat to Malfunction - Software Upgrade Recommended
10-Feb-2020
Field Notice: FN - 70511 - Cisco Unified Collaboration Products with VOS (RHEL), Call Home Certificate Will Expire on 2020-02-07 - Workaround Provided
04-Feb-2020
Field Notice: FN - 70396 - Java Applet Certificate Expiry - Cisco Enterprise Chat and Email (ECE) - Software Upgrade Recommended
04-Feb-2020
Field Notice: FN - 70374 - Cisco Contact Center Enterprise Agreement (CC EA) Unified Customer Voice Portal (CVP) License Expiration - Software Upgrade Recommended
21-Feb-2019
Field Notice: FN - 70297 - Multiple Processes Can Crash or Fail to Start Due to Recent Microsoft Updates - Software Upgrade Recommended
13-Dec-2018
Field Notice: FN - 70219 - CUIC LiveData Gadgets Broken with Google Chrome Browser Version 67 - Software Upgrade Recommended
29-Jun-2018
Field Notice: FN - 70037 - Enterprise Chat & Email (ECE) 11.5(1) Installer Intermittently Fails with Error Message - Software Upgrade Recommended
20-Dec-2017
Field Notice: FN - 64033 - Unified Contact Center Enterprise - Microsoft Security Patches Cause Script Editor to Crash - Workaround Provided
13-Oct-2017
Field Notice: FN - 64280 - Applications That Access the UCCE Database Need to Be Revised to Add Support for TLS 1.2
12-Apr-2017
View all documentation of this type
Security Advisories, Responses and Notices
Most Recent
Cisco Finesse Web-Based Management Interface Vulnerabilities
05-Jun-2024
Cisco Unified Communications Products Remote Code Execution Vulnerability
24-Jan-2024
HTTP/2 Rapid Reset Attack Affecting Cisco Products: October 2023
16-Oct-2023
Cisco Finesse Reverse Proxy VPN-less Access to Finesse Desktop Denial of Service Vulnerability
01-Mar-2023
Cisco Unified Intelligence Center Reflected Cross-Site Scripting Vulnerability
11-Jan-2023
Cisco Unified Contact Center Enterprise Denial of Service Vulnerability
03-May-2020
Cisco Finesse for Cisco Unified Contact Center Enterprise Information Disclosure Vulnerability
03-May-2017
Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: November 2016
14-Nov-2016
Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: September 2016
27-Sep-2016
Cisco Unified Contact Center Enterprise Web-Based Management Interface Cross-Site Scripting Vulnerability
22-Jun-2016
Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: May 2016
04-May-2016
Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: March 2016
02-Mar-2016
Multiple Vulnerabilities in OpenSSL (January 2016) Affecting Cisco Products
29-Jan-2016
Multiple Vulnerabilities in OpenSSL (December 2015) Affecting Cisco Products
04-Dec-2015
OpenSSL RSA Temporary Key Cryptographic Downgrade Vulnerability
08-Oct-2015
View all documentation of this type
Release and Compatibility
Compatibility Information
Cisco Unified Contact Center Enterprise 12.0(1)
Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)
19-Feb-2021
Release Notes
Cisco Unified Contact Center Enterprise 12.0(1)
Release Notes for Cisco Unified Contact Center Enterprise Solution, Release 12.0(1)
11-Jan-2019
Reference
Documentation Roadmaps
Cisco Unified Contact Center Enterprise 12.0(1)
Cisco Unified Contact Center Enterprise Documentation Guide, Release 12.0(1)
12-Dec-2018
Licensing Information
Cisco Unified Contact Center Enterprise 12.0(1)
Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 12.0(1)
07-Jan-2019
(PDF - 1 MB)
Open Source Used In Cisco Unified Contact Center Enterprise Solutions 12.0(1)
11-Jan-2019
(PDF - 26 MB)
Technical References
Cisco Unified Contact Center Enterprise 12.0(1)
CTI Server Message Reference Guide (Protocol Version 22) for Cisco Unified Contact Center Enterprise, Release 12.0(1)
11-Jan-2019
Cisco Unified ICM ACD Supplement for Avaya Communication Manager, Release 12.0
11-Jan-2019
Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
21-Nov-2019
CTI OS Bandwidth Calculator
01-Jul-2010
(ZIP - 25 KB)
Cisco ICM Software ACD Supplement for Aastra Pointspan Agent Routing Integration
29-Jun-2011
(PDF - 886 KB)
Cisco Unified ICM ACD Supplement for Alcatel 4400
27-Jan-2011
(PDF - 597 KB)
Cisco Unified ICM ACD Supplement for Aspect Contact Server
06-May-2014
(PDF - 1 MB)
Cisco Unified ICM ACD Supplement for Avaya Agent Routing Integration
18-Mar-2010
(PDF - 581 KB)
Cisco Unified ICM ACD Supplement for Avaya Aura Contact Center
12-Aug-2015
(PDF - 1 MB)
Cisco Unified ICM ACD Supplement for Avaya Communications Manager (ACM)
10-Mar-2014
(PDF - 2 MB)
Cisco Unified ICM ACD Supplement for NEC NEAX 2400/7400 (OAI/Infolink Interface)
25-Feb-2010
(PDF - 3 MB)
Cisco Unified ICM ACD Supplement for Nortel DMS-100/SL-100
20-Dec-2013
(PDF - 681 KB)
Cisco Unified ICM ACD Supplement for Nortel Symposium
17-Aug-2011
(PDF - 747 KB)
Cisco Unified ICM ACD Supplement for Rockwell Spectrum
15-Apr-2011
(PDF - 1 MB)
Cisco Unified ICM Supplement for VRU Peripheral Gateway
25-Feb-2010
(PDF - 434 KB)
HDS/WebView Bandwidth Calculator
02-Nov-2007
(ZIP - 21 KB)
Template Design Guide Using InfoMaker
25-Feb-2010
(PDF - 2 MB)
Design
Design Guides
Cisco Unified Contact Center Enterprise 12.0(1)
Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.0(1)
22-Mar-2019
IPIVR_PG_to_ICM_CC_Bandwidth_Calculator_V1_1
22-Apr-2014
(XLS - 98 KB)
UCCE Central Controller Private Network & DMP Path Public Bandwidth Calculator
21-Apr-2014
(ZIP - 27 KB)
Install and Upgrade
Install and Upgrade Guides
Cisco Unified Contact Center Enterprise 12.0(1)
CTI OS System Manager Guide for Cisco Unified ICM, Release 12.0(1)
04-Jul-2019
Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.0(1)
16-Jul-2019
Pre-installation Planning Guide for Cisco Unified Intelligent Contact Management, Release 12.0(1)
11-Jan-2019
Staging Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
19-Dec-2018
Windows Server and SQL Server Upgrade for Unified CCE
05-Jul-2019
(PDF - 1 MB)
Install and Upgrade TechNotes
Cisco Unified Contact Center Enterprise 12.0(1)
CCE 12.0: Information on Mandatory Patch and Re-Spin of old ES's
12-Sep-2019
Configuration
Configuration Examples and TechNotes
Most Recent
Configure ECE to Disable Alternate Engagement Options
19-Jul-2024
Exchange Self-Signed Certificates in a UCCE 12.6 Solution
15-Aug-2023
Configure UCCE Single Sign-on with Azure Cloud Integration SAML 2.0
31-May-2023
Configure Secure RTP in Contact Center Enterprise
21-Dec-2022
Configure Secure SIP Signaling in Contact Center Enterprise
22-Nov-2022
Configure Webex Connect with Facebook
24-Aug-2022
Configure NGINX Proxy for Integration with an Agent Assist Solution
05-Oct-2021
Configure and Troubeshoot CVP Network Transfer
30-Sep-2021
Integrate Webex Experience Management (WxM) Deferred Survey with UCCE Solution
15-Jul-2020
Configure Auto-Populating User ID on AD FS Login Page for UCCE SSO
19-Jun-2019
Configure Default Domain Name and Multi PG Supervisor in Cisco CCE 12.X
19-Jun-2019
Configure UCCE 12.0(X) Local Authorization
19-Jun-2019
Configure Enterprise Chat and Email (ECE) Quick Links and Responses
06-Dec-2018
Configure Mobile Agent on UCCE
27-Jun-2018
Contact Center SSO with Okta Identity Provider
07-Nov-2017
View all documentation of this type
Configuration Guides
Cisco Unified Contact Center Enterprise 12.0(1)
Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 12.0(1)
12-Dec-2018
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
11-Jan-2019
ICM to ICM Gateway User Guide for Unified CCE, Release 12.0
09-Nov-2018
SNMP Guide for Cisco Unified ICM/Contact Center Enterprise,Release 12.0(1)
11-Jan-2019
Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
21-Aug-2023
Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
21-Nov-2019
Feature Guides
Cisco Unified Contact Center Enterprise 12.0(1)
Cisco Unified Contact Center Enterprise Features Guide, Release 12.0
04-Jul-2019
Programming Guides
Cisco Unified Contact Center Enterprise 12.0(1)
CTI OS Developer Guide for Cisco Unified ICM, Release 12.0(1)
11-Jan-2019
Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE 12.0(1)
11-Jan-2019
Cisco Unified Contact Center Enterprise Developer Reference, Release 12.0(1)
04-Jul-2019
Maintain and Operate
End-User Guides
Cisco Unified Contact Center Enterprise 12.0(1)
Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
27-Aug-2020
Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1)
11-Jan-2019
Cisco Unified Contact Center Enterprise Reporting User Guide, Release 12.0(1)
10-May-2019
Outbound Option Guide for Unified Contact Center Enterprise, Release 12.0(1)
07-Nov-2018
Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
13-Nov-2018
Maintain and Operate Guides
Cisco Unified Contact Center Enterprise 12.0(1)
Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.0(1)
11-Jan-2019
Maintain and Operate TechNotes
Understand UCCE 12.5 Security Enhancements
22-Apr-2020
Troubleshooting
Troubleshooting TechNotes
Most Recent
Troubleshoot Tomcat Upgrade Failure for CSCwk81097
05-Aug-2024
Troubleshoot CCE Single Sign-On With Identity Service (IdS) Certificate Management
10-Jul-2024
Collect Packet Captures on Windows Client and Server OS
25-Apr-2024
Exchange Self-Signed Certificates in a UCCE Solution
23-Aug-2023
Understand the Changes about CALLGUID in CCE
20-Jul-2023
Use the Route Command
07-Dec-2022
Understand the Impact of Apache Log4j Vulnerability in Cisco Contact Center Solution
14-Jan-2022
Upgrade Unified CCE 12.0(1) Solution With Windows 2016 and SQL 2017 - Common Ground Upgrade Procedure
03-Aug-2021
Troubleshoot UCCE SSO Integration with Azure IdP
28-Apr-2021
Unified Contact Center Enterprise Diagnostic Portico Does Not List the Processes or Services
11-Feb-2021
Troublshoot UCCE Tomcat Upgrade Failure
01-Feb-2021
How to Perform Service Level Calculation for Calltypes
15-Nov-2020
Troubleshoot Cisco UCCE Mobile Agent MTP Pass-Through Issue
23-Oct-2020
Provision Google CCAI With CCE
07-Aug-2020
Troubleshoot PCCE 12.x SPOG Not Rendering ECE Gadget
24-Jul-2020
View all documentation of this type
Literature
Brochures
Cisco Customer Contact Software Policy for Using Microsoft Security and Software Updates on Products Deployed on a Retail Installation of Windows Operating System
12-May-2022
Downloads
Log in
to see available downloads.
Community
Cisco Community Home
Ask a Question
Select a Community Board
Reset
Latest Community Activity For This Product
Solved Issues
Community Documents