Cisco Unified Intelligent Contact Management Enterprise

Data Sheets and Product Information

Data Sheets

• Cisco Unified Intelligent Contact Management Enterprise 7.5 31-Jul-2008

End-of-Life and End-of-Sale Notices

• Cisco Unified CCE and Unified ICM Enterprise Release 9.0

  • 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 Unified Intelligent Contact Management Enterprise, Cisco Unified Contact Center Enterprise - EOL options 26-Nov-2019
  • 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 Hosted Editions 9.0 29-Sep-2014

• Cisco Unified CCE and ICM Release 7.5 and Cisco Unified Intelligence Suite 7.5

  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions 7.5 30-May-2013

• Cisco Unified CCE and Unified ICM Enterprise Release 7.0, 7.1, and 7.2

  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions 7.0, 7.1, and 7.2 26-Apr-2011

• Cisco Unified CCE 6.0 and Unified ICM Enterprise Release 6.0

  • EoS and EoL for Cisco Unified CCE 6.0 and Unified ICM Enterprise Release 6.0 26-Apr-2011

• Cisco Customer Contact Software

  • End of Sale and End of Life for ICM Enterprise/Hosted and IPCC Enterprise/Hosted Release 5.0 16-Sep-2014
  • Addendum to EoS and EoL Announcement for Cisco Customer Contact Releases including Cisco Agent Desktop 4.4 and Earlier Releases 21-Feb-2006
  • EOS and EOL for Cisco Customer Contact Software Releases 04-May-2004

• Cisco ICM 5 Volt SS7 Card

  • EOS/EOL Announcement for the Cisco ICM 5 Volt SS7 Card 28-Dec-2005

• Cisco Enterprise Non-Production Suite

  • EOS/EOL Annoucement For Cisco Enterprise Non-Production Suite 02-Feb-2006

• Cisco InterVoice Peripheral Gateway & System Manager

  • EOS/EOL Announcement For Cisco InterVoice Peripheral Gateway & System Manager 02-Feb-2006

• Cisco ICM 3.3 Volt SS7 Card

  • End-of-Sale and End-of-Life Announcement for the Cisco ICM PCI 3.3-Volt SS7 Card 04-Dec-2009
• 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 and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions 8.0 and 8.5 16-Jan-2013

Security Notices

Field Notices

• 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 - 70219 - CUIC LiveData Gadgets Broken with Google Chrome Browser Version 67 - Software Upgrade Recommended 29-Jun-2018
• Field Notice: FN - 62486 - Release 7.0(0) Installer Update C Available - Resolves Problems Installing or Upgrading to Intelligent Call Manager (ICM), IP Call Center (IPCC), System IPCC Release 7.0 Enterprise and Hosted Editions 25-Feb-2008
• Field Notice: FN - 62327 - Installing or Upgrading to ICM/IPCC/System IPCC Release 7.0 Enterprise and Hosted Editions May Encounter Problems 25-Feb-2008
• Field Notice: FN - 62486 - Release 7.0(0) Installer Update C Available - Resolves Problems Installing or Upgrading to Intelligent Call Manager (ICM), IP Call Center (IPCC), System IPCC Release 7.0 Enterprise and Hosted Editions 25-Feb-2008
• Field Notice: FN - 62327 - Installing or Upgrading to ICM/IPCC/System IPCC Release 7.0 Enterprise and Hosted Editions May Encounter Problems 25-Feb-2008
• Field Notice: FN - 62536 - Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft September 2006 Security Updates 22-Feb-2008
• Field Notice: FN - 62451 - Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft June 2006 Security Updates 22-Feb-2008
• Field Notice: FN - 62396 -Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft April 2006 Security Updates 22-Feb-2008
• Field Notice: FN - 62339 - Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft February 2006 Security Updates 22-Feb-2008
• Field Notice: FN - 62296 - Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft January 2006 Security Updates 22-Feb-2008
• Field Notice: FN - 62280 - Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft December 2005 Security Updates 22-Feb-2008
• Field Notice: FN - 62258 - Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft November 2005 Security Updates 22-Feb-2008
• Field Notice: FN - 62222 - Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft October 2005 Security Updates 22-Feb-2008

Security Advisories, Responses and Notices

• Cisco Unified Communications Web-based Management Vulnerability 09-Nov-2014
• Microsoft SQL Server 2000 Vulnerabilities in Cisco Products - MS02-061 10-Dec-2011

Release and Compatibility

Release Notes

• Cisco ICM 7.5

  • Release Notes for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) (Updated, November 03, 2009)

• Cisco ICM 7.2

  • Release Notes for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.2(1) (Updated January 8, 2009) 08-Jan-2009 (PDF)

• Cisco ICM 7.1

  • Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.1(1) (updated 18/June/2007) 02-Nov-2007 (PDF)

• Cisco ICM 7.0

  • Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) Installer Update C 24-Nov-2008 (PDF)

• Cisco ICM 7.x

  • Release Notes for Cisco Unified Contact Center Security Wizard for ICM Software Releases 7.0, 7.1, and 7.2 (Updated, 24/October/2007) 24-Oct-2007 (PDF)

• ACD Specific

  • Cisco Automated Administrator for Symposium (AAS) Release Notes, Release 1.1 12-Oct-2006 (PDF)
  • Cisco Automated Administrator for Symposium (AAS) Release Notes, Release 1.0 21-Jun-2006 (PDF)

Reference

Technical References

• Cisco ICM 7.5

  • Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 11-Mar-2012 (PDF)
  • Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM / Contact Center Enterprise & Hosted, Release 7.5(x)

• Cisco ICM 7.2

  • Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.2(2) (Updated, January 28, 2009) 17-Mar-2011 (PDF)
  • Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.2(1) 01-Apr-2011 (PDF)
  • Hardware & System Software Specification (Bill of Materials) for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.2(x)

• Cisco ICM 7.1

  • Database Schema Handbook for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.1(1) 02-Nov-2007 (PDF)

• Cisco ICM 7.0

  • Database Schema Handbook for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0) 01-Apr-2011 (PDF)
  • Hardware and System Software Specification(Bill of Materials) Cisco Unified ICM/Unified CC Enterprise & Hosted Editions, Releases 7.0(0) SR1 – SR4, and 7.1(x)

• Cisco ICM 6.0

  • Cisco ICM Release 6.0(0) Staging On Windows 2000 29-Jun-2007 (PDF)
  • Cisco ICM Windows 2000 Planning for Release 6.0(0) 29-Jun-2007 (PDF)
  • Cisco ICM/IP Contact Center Enterprise Edition Release 6.0(0) Database Schema Handbook 29-Jun-2007 (PDF)

• ACD Supplements

  • Cisco ICM Software ACD Supplement for Nortel Symposium (15/Dec/2008) 03-Dec-2013 (PDF)

• Cisco ICM 5.0

  • Cisco ICM Software Release 5.0 Database Schema Handbook 14-Sep-2007 (PDF)
  • Cisco ICM/IPCC Enterprise and Hosted Anti-Virus Software Guidelines 12-Nov-2007 (PDF)

Install and Upgrade

Install and Upgrade Guides

• ICM Setup and Installation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 06-Dec-2011 (PDF)
• Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.x(y) 31-May-2011 (PDF)
• Installing OEM Microsoft Windows 2003 and OEM Microsoft SQL 2005 11-Jan-2010 (PDF - 865 KB)
• Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX, Enterprise Release 7.5(1) and Express 7.0(1) 05-Feb-2009 (PDF)
• Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 02-Dec-2008 (PDF)
• Cisco Security Agent Installation/Deployment Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 18-Jul-2008 (PDF)
• Cisco Automated Administrator for Symposium (AAS) Installation and Troubleshooting Guide 05-May-2008 (PDF)
• Cisco Security Agent Installation/Deployment Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0) 10-Jan-2008 (PDF)
• Cisco Security Agent Installation Guide for Cisco Intelligent Contact Management Software, Release 6.0(0) 10-Jan-2008 (PDF)
• Installation Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.1(1) 14-Nov-2007 (PDF)
• ICM Installation Guide for Cisco ICM Enterprise Edition, Release 7.0(0) 02-Nov-2007 (PDF)
• Cisco IPCC Gateway Deployment Guide, Release 7.0(0) (Updated March 2006) 02-Nov-2007 (PDF)
• Pre-installation Planning Guide for Cisco ICM Enterprise Edition, Release 7.0(0) (Updated December 2007) 02-Nov-2007 (PDF)
• Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0) 02-Nov-2007 (PDF)
• Cisco ICM/IPCC 7.0 Upgrade Migration Strategies White Paper 02-Nov-2007 (PDF)

Configuration

Configuration Examples and TechNotes

• Unified Contact Center Enterprise: Troubleshoot CTI OS Failover Issue 15-Dec-2011
• How to Determine Which NT Service Pack is Installed 06-Apr-2005

Configuration Guides

• Cisco ICM 7.5

  • ICM Configuration Guide for Cisco Unified ICM Enterprise, Release 7.5(1) 18-Jul-2008 (PDF)
  • ICM-to-ICM Gateway User Guide for Cisco Unified ICM Enterprise & Hosted, Release 7.5(1) 18-Jul-2008 (PDF)
  • Port Utilization Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1)

• Cisco ICM 7.2

  • Cisco Security Agent Installation/Deployment Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.2(1) 11-Jun-2007 (PDF)
  • Cisco Unified Intelligent Contact Management / Unified Contact Center, Enterprise and Hosted Serviceability Best Practices Guide, Release 7.x 10-Aug-2012 (PDF)

• Cisco ICM 7.1

  • ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions, Release 7.1(1) 02-Nov-2007 (PDF)

• Cisco ICM 7.0

  • ICM Configuration Guide for Cisco ICM Enterprise Edition, Release 7.0(0) (Updated June 2007) 02-Nov-2007 (PDF)
  • ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions, Release 7.0(0) 02-Nov-2007 (PDF)
  • SNMP Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0) 02-Nov-2007 (PDF)
  • Cisco ICM/IPCC Release 7.0(0) Port Utilization Guide (12/12/2005) 02-Nov-2007 (PDF)

• Cisco ICM 6.0

  • Cisco Contact Center Product Port Utilization Guide (with ICM/IP Contact Center Enterprise 6.0(0) -- updated 6/21/2007) 15-Jun-2004 (PDF)
  • Cisco ICM Enterprise Edition Release 6.0(0) Configuration Guide 29-Jun-2007 (PDF)
  • Cisco ICM Software Release 6.0(0) ICM-to-ICM Gateway User Guide 29-Jun-2007 (PDF)

• Reference Information

  • Cisco Contact Center Product Port Utilization Guide (updated 8/5/2004) 15-Jun-2004 (PDF)
• Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.x(y) 18-Jul-2008 (PDF - 5 MB)
• Security Best Practices for Cisco Intelligent Contact Management Software Release 6.0(0) 29-Jun-2007 (PDF - 1 MB)

Maintain and Operate

End-User Guides

• Cisco ICM 7.5

  • ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted, Release 7.5(1) 18-Jul-2008 (PDF)
  • Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 15-Nov-2011 (PDF)
  • Virtualization Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(3) 20-Aug-2010 (PDF)
  • Reporting Guide for Cisco Unified ICM Enterprise & Hosted, Release 7.5(1) 31-Jan-2012 (PDF)

• Cisco ICM 7.2

  • ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise Release 7.2(1) 18-Jun-2007 (PDF)
  • Reporting Guide for Cisco Unified ICM Enterprise & Hosted, Release 7.2(1) 31-Jan-2012 (PDF)

• Cisco ICM 7.1

  • Reporting Guide for Cisco Unified ICM Enterprise & Hosted, Release 7.1(1) 02-Nov-2007 (PDF)

• Cisco ICM 7.0

  • Cisco ICM Enterprise Edition SS7 Gateway Configuration Tool User Guide, Release 7.0(0) (updated June 2006) 02-Nov-2007 (PDF)
  • ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0)(Updated April 2009) 02-Apr-2009 (PDF)

• Cisco ICM 6.0

  • Cisco ICM Enterprise Edition Release 6.0(0) SS7 Gateway Configuration Tool User Guide 29-Jun-2007 (PDF)
• Cisco Intelligent Contact Management Software Release 6.0(0) Bill of Materials 31-Jul-2007 (PDF - 765 KB)

Maintain and Operate Guides

• Cisco ICM 7.5

  • ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 18-Jul-2008 (PDF)

• Cisco ICM 7.0

  • ICM Administration Guide for Cisco ICM Enterprise Edition, Release 7.0(0) (Updated July 2007) 02-Nov-2007 (PDF)

• Cisco ICM 6.0

  • Cisco ICM Enterprise Edition Release 6.0(0) Administration Guide 29-Jun-2007 (PDF)

Troubleshooting

Support FAQ

• What is the Maximum Amount of Time a Cisco ICM Call Can Stay in the Queue? 02-Oct-2014
• Router Error Code 448 27-Dec-2007
• How Do Cisco ICM Servers Handle Daylight Saving Time? 17-May-2006
• What Steps Should be Taken When Changing IP Addresses for an Entire Cisco ICM Network? 25-Oct-2005
• Does Cisco ICM Version 4.6.2 Support Microsoft Windows 2000 Service Pack 3? 22-Sep-2005

Troubleshooting TechNotes

• Collect Packet Captures on Windows Client and Server OS 25-Apr-2024
• How to Use the Dumplog Utility 09-Sep-2022
• Maximum amount of data that can be processed by ICM MDS message 20-May-2020
• How to Rectify the DLL Locked Issue during UCCE MR Installation 18-Oct-2017
• Troubleshoot Persistent Variable's Value Loss After Restart of Intelligent Contact Management (ICM) Router 20-Jun-2017
• What is the NT Event Viewer? 01-Oct-2014
• UCCE: Troubleshoot ICM Agent Chat Issue 21-Sep-2011
• Troubleshoot ICM Language Issues 31-May-2011
• Change Administrator Password for IPCC Devices 24-Mar-2011
• ICM 7.2(5), 7.2(6) and 7.2(7): OPC Capture Files Fills Up Hard Drive, Resulting in Unreliable System 29-Jul-2009
• Historical Data Server (HDS) Shows High Disk Space Usage 16-Jul-2009
• IPCC/ICM Server Best Practices Checklist 11-May-2008
• Outbound Option: Determine if a Number Appears in the Do-Not-Call List 25-Sep-2007
• CrashDumpEnabled Value is Set to Zero during ICM Setup 25-Sep-2007
• Turning Up Tracing 12-Jun-2007