For feature changes and product announcements, see What's New in Hybrid Services.


September 14, 2020

  • The connector now supports importing customer, cluster, and device information from Hosted Collaboration Mediation Fulfillment (HCM-F). This saves you from manually adding all the devices when deploying Serviceability Connector in HCS deployments.

    The connector regularly polls HCM-F to keep the imported information up to date.

    See if you want to use this option.


May 15, 2020

  • The connector now raises an alarm if it is configured to upload diagnostic information using user credentials for authentication. We are deprecating this method of authenticating uploads. You must change your Upload authentication method to Customer eXperience Drive to make sure that diagnostic uploads will succeed in future. See for more details.

  • The connector has been updated to make it compatible with the forthcoming X12.6 release of Cisco Expressway.


February 11, 2020

The connector now supports uploading using Customer eXperience Drive (CXD). See What's New in Hybrid Services for a description of the new option.


February 3, 2020

The connector now supports BroadWorks servers. See What's New in Hybrid Services for a description of the new options.


June 21, 2019

The connector now supports more granular collection from managed Expressways. See What's New in Hybrid Services for a description of the new options.


April 25, 2019

Security improvements.


April 11, 2019

Export buttons added to Debug Console.


March 25, 2019

  • Added support for UCCX and CUBE as managed devices.

  • Improved progress bars on executing the data collection.


February 20, 2019

Removes a previously documented limitation on the maximum number of managed devices. The limitation was previously approximately 15 devices, and we now support up to 150 managed devices per Serviceability Connector.


January 16, 2019

This is the first release of the Serviceability Connector.

This connector increases the speed with which Cisco technical assistance staff can diagnose issues with your infrastructure. It automates the tasks of finding, retrieving and storing diagnostic logs and information into a Service Request (SR), and triggering analysis against diagnostic signatures so that TAC can more efficiently identify and resolve issues with your on-premises equipment.

The Serviceability Connector is a small piece of software hosted on an Expressway in your network ('connector host'). It receives TAC-initiated requests via Cisco Webex, and uses the APIs of your on-premises equipment to collect the requested data. It then securely uploads the requested data to the SR file store, where it is attached to your Service Request.

Managed Devices

Serviceability Connector can work with the following devices:

  • Cisco Unified Communications Manager

  • Cisco Unified CM IM and Presence Service

  • Cisco Expressway Series

  • Cisco TelePresence Video Communication Server (VCS)

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