Critical Cisco Contact Center Bug Threatens Customer-Service Havoc

Attackers could access and modify agent resources, telephone queues and other customer-service systems – and access personal information on companies’ customers.

A critical security bug affecting Cisco’s Unified Contact Center Enterprise (UCCE) portfolio could allow privilege-escalation and platform takeover.

Cisco UCCE is an on-premises customer-service platform capable of supporting up to 24,000 customer-service agents using channels that include inbound voice, outbound voice, outbound interactive voice response (IVR) and digital channels. It also offers a feedback loop via post-call IVR, email and web intercept surveys; and various reporting options to gather information on agent performance to use in establishing metrics and informing business intelligence.

It counts some heavy hitters among its users, including T-Mobile USA, according to the product website.

The bug in question (CVE-2022-20658) is a particularly nasty one, with a critical rating of 9.6 out of 10 on the CVSS vulnerability-severity scale, and could allow authenticated, remote attackers to elevate their privileges to administrator, with the ability to create other administrator accounts.

It specifically exists in the web-based management interface of Cisco Unified Contact Center Management Portal (Unified CCMP) and Cisco Unified Contact Center Domain Manager (Unified CCDM) and stems from the fact that the server

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