Cisco Unified Contact Center Express (UCCX)

General Information

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website:	Go to site
Description:	The Unified Contact Center Express (UCCX) product is a call routing and contact management solution designed to improve productivity and customer experience in call center environments. The product includes voice response capabilities, outbound call management and the ability to manage voicemail, email, web chat and social media inquiries. This entry covers the Desktop Edition of this technology and not any mobile versions. Please note that the implementation of mobile technology application that operates on Mobile Operating System must be reviewed and approved by the Mobile Technology and Endpoint Security Engineering Team:`http://vaww.eie.va.gov/SysDesign/CS/MT/default.aspx
Technology/Standard Usage Requirements:	Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information:	This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision:	View Decisions

Decision Source:	TRM Mgmt Group
Decision Process:	One-VA TRM v22.9
Decision Date:	09/01/2022 at 20:19:23 UTC
Aliases:	UCCX; Unified CCX
Introduced By:	TRM Request
Vendor Name:	Cisco Systems, Inc

Vendor Release Information

The Vendor Release table provides the known releases for the TRM Technology, obtained from the vendor (or from the release source).

Version	Release Date	Vendor End of Life Date	Vendor Desupport Date
7.0	12/31/2011	04/17/2012	04/30/2014
8.0	10/03/2012	11/21/2012	11/30/2014
8.5	11/21/2012	08/25/2015	08/31/2017
9.0	01/04/2013	07/16/2016	07/31/2018
10.0	12/12/2013	12/16/2016	12/31/2019
10.5	07/10/2014	12/16/2016	12/31/2019
10.6	12/12/2014	12/16/2016	12/31/2019
11.0	08/27/2015	12/16/2016	12/31/2019
11.5	08/10/2016
11.6	08/24/2017
12.0	01/11/2019
12.x	05/02/2022

Current Decision Matrix (08/30/2022)

Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.

The VA Decision Matrix displays the current and future VA IT position regarding different releases of a TRM entry. These decisions are based upon the best information available as of the most current date. The consumer of this information has the responsibility to consult the organizations responsible for the desktop, testing, and/or production environments to ensure that the target version of the technology will be supported. Any major.minor version that is not listed in the VA Decision Matrix is considered unapproved for use.

Legend:

White	Approved: The technology/standard has been approved for use.
Yellow	Approved w/Constraints: The technology/standard can be used within the specified constraints located below the decision matrix in the footnote[1] and on the General tab.
Gray	Unapproved: This technology or standard can be used only if a POA&M review is conducted and signed by the Authorizing Official Designated Representative (AODR) as designated by the Authorizing Official (AO) or designee and based upon a recommendation from the POA&M Compliance Enforcement, has been granted to the project team or organization that wishes to use the technology.
Orange	Divest: VA has decided to divest itself on the use of the technology/standard. As a result, all projects currently utilizing the technology/standard must plan to eliminate their use of the technology/standard. Additional information on when the entry is projected to become unapproved may be found on the Decision tab for the specific entry.
Black	Prohibited: The technology/standard is not (currently) permitted to be used under any circumstances.
Blue	Planning/Evaluation Constraint:The period of time this technology is currently being evaluated, reviewed, and tested in controlled environments. Use of this technology is strictly controlled and not available for use within the general population. If a customer would like to use this technology, please work with your local or Regional OI&T office and contact the appropriate evaluation office displayed in the notes below the decision matrix. The Local or Regional OI&T office should submit an inquiry to the TRM if they require further assistance or if the evaluating office is not listed in the notes below.

Release/Version Information:

VA decisions for specific versions may include a ‘.x’ wildcard, which denotes a decision that pertains to a range of multiple versions.

For example, a technology approved with a decision for 7.x would cover any version of 7.(Anything) - 7.(Anything). However, a 7.4.x decision would cover any version of 7.4.(Anything), but would not cover any version of 7.5.x or 7.6.x on the TRM.

VA decisions for specific versions may include ‘+’ symbols; which denotes that the decision for the version specified also includes versions greater than what is specified but is not to exceed or affect previous decimal places.

For example, a technology approved with a decision for 12.6.4+ would cover any version that is greater than 12.6.4, but would not exceed the .6 decimal ie: 12.6.401 is ok, 12.6.5 is ok, 12.6.9 is ok, however 12.7.0 or 13.0 is not.

<Past

CY2023

CY2024

CY2025

Future>

Release

Q1

Q2

Q3

Q4

Q1

Q2

Q3

Q4

Q1

Q2

Q3

Q4

7.0

Unapproved

8.0

Unapproved

8.5

Unapproved

9.0

Unapproved

10.0

Unapproved

10.5

Unapproved

10.6

Unapproved

11.0

Unapproved

11.5

Unapproved

11.6

Unapproved

12.0

Divest
[13, 17, 18, 19, 20]

Unapproved

12.x

Approved w/Constraints
[13, 17, 18, 19, 20]

Approved w/Constraints
[13, 17, 19, 20, 21]

Decision Constraints


[1]	Per the May 5th, 2015 memorandum from the VA Chief Information Security Officer (CISO) FIPS 140-2 Validate Full Disk Encryption (FOE) for Data at Rest in Database Management Systems (DBMS) and in accordance with Federal requirements and VA policy, database management must use Federal Information Processing Standards (FIPS) 140-2 compliant encryption to protect the confidentiality and integrity of VA information at rest at the application level. If FIPS 140-2 encryption at the application level is not technically possible, FIPS 140-2 compliant full disk encryption (FOE) must be implemented on the hard drive where the DBMS resides. Appropriate access enforcement and physical security control must also be implemented. All instances of deployment using this technology should be reviewed to ensure compliance with VA Handbook 6500 and National Institute of Standards and Technology (NIST) standards. It is the responsibility of the system owner to work with the local CIO (or designee) and Information Security Officer (ISO) to ensure that a compliant DBMS technology is selected and that if needed, mitigating controls are in place and documented in a System Security Plan (SSP).

[2]	Due to National Institute of Standards and Technology (NIST) identified security vulnerabilities, extra vigilance should be applied to ensure the versions remain properly patched to mitigate known and future vulnerabilities. The local ISO can provide assistance in reviewing the NIST vulnerabilities.

[3]	In cases where the technology is used for external connections, a full Enterprise Security Change Control Board (ESCCB) review is required in accordance VA Directive 6004 , VA Directive 6517, and VA Directive 6513. The local ISO can advise on the ESCCB review process.

[4]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500.

[5]	Configuration and deployment standards for Cisco Unified Contact Center Express (UCCX) images and their host Server images are defined and maintained by the Core Systems Engineering organization within VA Enterprise Systems Engineering (ESE) and must be followed and adhered to unless an appropriate waiver is granted. Detailed information can be found at the following location: https://vaww.sde.portal.va.gov/svcs/sma/BCM/SitePages/Home.aspx New installations or major expansions of this technology that transmit data over the VA Wide Area Network (WAN) must complete a Systems Engineering Design Review (SEDR) (contact VA e-mail: VA IT ESE SEDR SEG) prior to implementation to ensure proper compliance to VA network design and usage requirements.

[6]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500.

[7]	In cases where the technology is used for external connections, a full Enterprise Security Change Control Board (ESCCB) review is required in accordance VA Directive 6004 , VA Directive 6517, and VA Directive 6513. The local ISO can advise on the ESCCB review process.

[8]	Configuration and deployment standards for Cisco Unified Contact Center Express (UCCX) images and their host Server images are defined and maintained by the VA Solution Delivery (SD) and must be followed and adhered to unless an appropriate waiver is granted. Detailed information can be found at the following location: https://vaww.sde.portal.va.gov/svcs/sma/BCM/SitePages/Home.aspx New installations or major expansions of this technology that transmit data over the VA Wide Area Network (WAN) must complete a WAN impact assessment (contact VA e-mail: OIT ITOPS SD Engagement Requests) prior to implementation to ensure proper compliance to VA network design and usage requirements.

[9]	Configuration and deployment standards for Cisco Unified Contact Center Express (UCCX) images and their host Server images are defined and maintained by the VA Solution Delivery (SD) and must be followed and adhered to unless an appropriate waiver is granted. Detailed information can be found at the following location: https://vaww.sde.portal.va.gov/svcs/sma/BCM/SitePages/Home.aspx New installations or major expansions of this technology that transmit data over the VA Wide Area Network (WAN) must complete a WAN impact assessment (contact VA e-mail: OIT ITOPS SD Engagement Requests) prior to implementation to ensure proper compliance to VA network design and usage requirements.

[10]	This technology should only be used when required by a Veterans Affairs (VA) business partner for an approved VA Project. Use of this technology must comply with ESCCB requirements which include: Signed Interconnection Agreements/Memorandum of Understanding agreements (MOU/ISA) with each external business partner, compliance with VA Handbook 6500, and must implement appropriate National Institute of Standards and Technology (NIST) Federal Information Processing Standards (FIPS) requirements for all devices interacting with this technology. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500 and National Institute of Standards and Technology (NIST) standards. As of January 27th, 2017, Risk-based Decisions (RBD) will be handled per VAIQ # 7769667. In cases where the technology is used for external connections, a full Enterprise Security Change Control Board (ESCCB) review is required in accordance VA Directive 6004, VA Directive 6517 and VA Directive 6513. The local ISO can advise on the ESCCB review process and ensure privacy of information compliance protections are in place.

[11]	Users must ensure that Microsoft .NET Framework is implemented with VA-approved baselines. (refer to the ‘Category’ tab under ‘Runtime Dependencies’) Configuration and deployment standards for Cisco Unified Contact Center Express (UCCX) images and their host Server images are defined and maintained by the VA Solution Delivery (SD) and must be followed and adhered to unless an appropriate waiver is granted. Detailed information can be found at the following location: https://vaww.sde.portal.va.gov/svcs/sma/BCM/SitePages/Home.aspx

[12]	New installations or major expansions of this technology that transmit data over the VA Wide Area Network (WAN) must complete a WAN impact review (contact VA e-mail: [OIT ITOPS SD Engagement Requests]) prior to implementation to ensure proper compliance to VA network design and usage requirements.

[13]	New installations or major expansions of this technology that transmit data over the VA Wide Area Network (WAN) must complete a WAN impact review (yourIT Service Portal:[SNOW Service Requests]) prior to implementation to ensure proper compliance to VA network design and usage requirements.

[14]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500.

[15]	This technology should only be used when required by a Veterans Affairs (VA) business partner for an approved VA Project. Use of this technology must comply with ESCCB requirements which include: Signed Interconnection Agreements/Memorandum of Understanding agreements (MOU/ISA) with each external business partner, compliance with VA Handbook 6500, and must implement appropriate National Institute of Standards and Technology (NIST) Federal Information Processing Standards (FIPS) requirements for all devices interacting with this technology. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500 and National Institute of Standards and Technology (NIST) standards. As of January 27th, 2017, Risk-based Decisions (RBD) will be handled per VAIQ # 7769667. In cases where the technology is used for external connections, a full Enterprise Security Change Control Board (ESCCB) review is required in accordance VA Directive 6004, VA Directive 6517 and VA Directive 6513. The local ISO can advise on the ESCCB review process and ensure privacy of information compliance protections are in place.

[16]	Users must ensure that Apache Tomcat and Microsoft .NET Framework is implemented with VA-approved baselines. (refer to the ‘Category’ tab under ‘Runtime Dependencies’) Configuration and deployment standards for Cisco Unified Contact Center Express (UCCX) images and their host Server images are defined and maintained by the VA Solution Delivery (SD) and must be followed and adhered to unless an appropriate waiver is granted. Detailed information can be found at the following location: https://vaww.sde.portal.va.gov/svcs/sma/BCM/SitePages/Home.aspx

[17]	Users must ensure that Apache Tomcat and Microsoft .NET Framework is implemented with VA-approved baselines. (refer to the ‘Category’ tab under ‘Runtime Dependencies’) Configuration and deployment standards for Cisco Unified Contact Center Express (UCCX) images and their host Server images are defined and maintained by the VA Solution Delivery (SD) and must be followed and adhered to unless an appropriate waiver is granted. Detailed information can be found at the following location: https://vaww.sde.portal.va.gov/svcs/sma/BCM/SitePages/Home.aspx

[18]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISSO (Information System Security Officer) to ensure compliance with VA Handbook 6500.

[19]	This technology should only be used when required by a Veterans Affairs (VA) business partner for an approved VA Project. Use of this technology must comply with ESCCB requirements which include: Signed Interconnection Agreements/Memorandum of Understanding agreements (MOU/ISA) with each external business partner, compliance with VA Handbook 6500, and must implement appropriate National Institute of Standards and Technology (NIST) Federal Information Processing Standards (FIPS) requirements for all devices interacting with this technology. All instances of deployment using this technology should be reviewed by the local ISSO (Information System Security Officer) to ensure compliance with VA Handbook 6500 and National Institute of Standards and Technology (NIST) standards. As of January 27th, 2017, Risk-based Decisions (RBD) will be handled per VAIQ # 7769667. In cases where the technology is used for external connections, a full Enterprise Security Change Control Board (ESCCB) review is required in accordance VA Directive 6004, VA Directive 6517 and VA Directive 6513. The local ISSO can advise on the ESCCB review process and ensure privacy of information compliance protections are in place.

[20]	Due to National Institute of Standards and Technology (NIST) identified security vulnerabilities, extra vigilance should be applied to ensure the versions remain properly patched to mitigate known and future vulnerabilities. The local ISSO (Information System Security Officer) can provide assistance in reviewing the NIST vulnerabilities.

[21]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISSO (Information System Security Officer) to ensure compliance with both VA Handbook 6500 and VA Directive 6500.

Note:

At the time of writing, version 12.5(1) SU 2 is the most current version, released 05/02/2022.

References

The following reference(s) are associated with this entry:
Type	Name	Source	Description
Vendor Provided*	Cisco Unified Contact Center Express (UCCX) 12.5 Data Sheet		This site provides information for the latest version of this technology.
*NOTE: Vendor provided information is subject to the accuracy of the manufacturer.

Technology Components

Note: This list may not be complete. No component, listed or unlisted, may be used outside of the technology in which it is released. The usage decision for a component is found in the Decision and Decision Constraints.
Name	Description
Cisco Unified CCX Editor Installer for Windows	Cisco Unified CCX Editor Installer for Windows is used to download and install client-side Editor application.

VA Categories View the VA Categorization Framework

Domain Area	Category	Customer Guidance	Category Locked By ELT Date
Collaboration and Electronic Workplace Collaboration Software	Real-Time and Team Collaboration
Systems Management Systems Management Tools	IT Service Desk

Operating Systems Supported by the Technology

macOS - Approved w/Constraints
Windows Client - Approved w/Constraints
Windows Server - Approved w/Constraints

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

This technology may improve productivity for specific staff whose responsibilities include helpdesk management.
This is a well-documented technology.
The vendor of this technology is an industry leader in the subject matter.

Adoption Risks

Due to the rapid release schedule of this technology, the VA may be unable to update to the most recent patch and may require a deployment model requiring the use of specific versions.
This technology may utilize external data connections.
The potential exists to store Personally Identifiable Information (PII), Protected Health Information (PHI) and/or VA Sensitive data and proper security standards must be followed in these cases.
There are known Common Vulnerabilities and Exposures (CVEs) associated with this technology. Please see https://nvd.nist.gov/vuln/search for more details.
This technology may transmit data over the VA Wide Area Network (WAN).
The potential of vendor lock exists when utilizing proprietary vendor technology.
This technology can potentially publish and store data in remote locations which has potential information security risks.

Architectural Benefits

This technology is portable as it runs on multiple TRM-approved operating systems.

Inside VA

Budget and Performance

Inside the Media Room

National Observances

Special Events

VA Technical Reference Model v 24.7

General Information

Vendor Release Information

Current Decision Matrix (08/30/2022)

Decision Constraints

References

Technology Components

VA Categories View the VA Categorization Framework

Operating Systems Supported by the Technology

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

Adoption Risks

Architectural Benefits

CONNECT

VA HOME

QUICK LIST

RESOURCES

ADMINISTRATION

VA Technical Reference Model v 24.7

General Information

Vendor Release Information

Current Decision Matrix (08/30/2022)

Decision Constraints

References

Technology Components

VA Categories View the VA Categorization Framework

Operating Systems Supported by the Technology

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

Adoption Risks

Architectural Benefits

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