New Features
Unified CCX Qualified in Cisco Hosted Collaboration Solution (HCS)
The Cisco Hosted Collaboration Solution (HCS) enables service providers to offer managed and hosted Unified Communications (UC) and collaboration services to multiple autonomous business customers by hosting UC applications. Using this solution, service providers can manage and deploy new highly reliable and scalable collaboration services to small- or medium-sized businesses and enterprises. This capability allows a service provider to offer differentiated services.
Unified CCX 11.6(1) version onward is qualified to be used in the HCS deployment model.
Email Signature
Administrator can create, modify, delete, and view email signatures.
The email signature can be configured and tagged as Global for all CSQs or Customize for selected CSQs.
The signature is automatically appended to the email reply while being sent.
Editable To, Cc, and Bcc Fields
The agent can add and modify the To, Cc, and Bcc recipients in the email reply and forward.
Email Reply All
The agent has an option to click Reply All to send the email response to all the recipients that were initially included in the email.
Email Forward
The agent has an option to forward the email to one or more recipients including Cc and Bcc.
Note |
All the new email fields introduced in the release 11.6(1) are included in the respective Email historical reports. |
Gmail Integration
Customers can now integrate Gmail as another mail server type.
Wrap-Up Reasons for Chat and Email
Administrator can configure Wrap-Up Reasons and the agent can select upto five (5) Wrap-Up Reasons for chats and emails. The Wrap-Up statistics can be viewed in the respective historical reports.
Agent Alias with Space
Space is now supported in the Agent Alias.
Group Chat
In Group Chat, an agent can involve another agent in an ongoing chat session to support the customer.
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Send a chat invite to an available agent of the selected CSQ.
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Enter the summary of the ongoing chat for the other agent.
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Accept or decline, when the Group Chat is offered.
Typing Indicator
This release introduces typing indicator for both the agent and the customer with a delay of 5 seconds on each side.
Scheduler for Chat Web Form
The Administrator can configure a schedule for the chat web form based of the business days, working hours, and holidays.
Direct Transfer
In direct transfer, the agent can transfer the call without a consult leg.
Agent Not Ready State when Non-ACD Line is Busy
This feature enables the agent's state to change from Ready to Not Ready when the monitored Non-ACD lines are used for incoming or outgoing calls. This feature can be enabled from the System Parameters.
The agent is moved to Ready after the call on the Non-ACD line is ended.
This is not applicable if the Non ACD lines are shared lines.
Monitor Outbound Calls
The supervisor can now monitor the outbound calls.
Import of Contacts
The administrator can manually import contacts for a campaign, by setting the order of the list of contacts in a CSV file.
The administrator can now automatically import contacts for a campaign. Select one of the two options, SFTP or HTTPS based on the server type.
Historical Reports for Supervisors
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Chat Agent Detail Report
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Chat Agent Summary Report
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Chat CSQ Activity Report
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Chat CSQ Agent Summary Report
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Email Agent Activity Report
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Email Contact Detail Report
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Email CSQ Activity Report
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Agent Call Summary Report
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Agent Detail Report
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Agent Summary Report
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Agent Login Logout Activity Report
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Agent Not Ready Reason Code Summary Report
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Agent State Detail Report
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Agent State Summary by Agent Report
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Agent State Summary by Interval Report
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Agent Wrap-up Data Summary Report
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Agent Wrap-up Data Detail Report
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Abandoned Call Detail Activity Report
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Common Skill CSQ Activity Report
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Contact Service Queue Activity by CSQ Report
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Contact Service Queue Activity Report
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Contact Service Queue Activity Report by Interval
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Contact Service Queue Call Distribution Summary
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Contact Service Queue Priority Summary
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Contact Service Queue Service Level Priority Summary Report
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CSQ Agent Summary Report
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Detailed Call CSQ Agent Report
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Outbound Agent Detail Performance Report
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Preview Outbound Agent Detail Performance Report
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Reason Code report by Agent grouping
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Reason code report by Reason code grouping
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Contact Service Queue Activity by Window Duration
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Agent All Fields Report
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CSQ All Fields Report
New Historical Reports
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Wrap-Up Reasons for Chat and Email
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Multichannel Agent Summary Report
Recent State History and Recent Call History
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Recent State History.
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Recent Call History. Agents can make an outgoing call to any of the listed phone numbers in the Recent Call History.
Supervisor can view the recent state and call history of an agent available in the Team Performance gadget.
TLS 1.2 Support
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Finesse Failover Enhancements
Finesse Desktop can failover independent of the Unified CCX engine mastership status.
This will also enable agents to login to either of the Unified CCX server irrespective of engine mastership status.
Single Sign On Enhancements
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Integrated Windows authentication is available in the Single-Sign On login.
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Cisco Identity Service supports the following Identity Providers: Microsoft AD FS (Active Directory Federation Services)
2.0, 2.1, and 3.0
PingFederate
8.2.2.0
OpenAM
10.0.1
Shiboleth
3.3.0
F5
13.0
Cisco Identity Service supports the above listed Identity Providers (IdPs) and any other IdPs that comply to generic SAML 2.0 authentication.
Context Service Enhancements
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Context Service Logging
When the Unified CCX or any of its components are registered with Context Service, the Context Service statistics are logged every half an hour in the Unified CCX engine and in the components like SocialMiner, Fusion Management Connector, and Finesse.
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New RTMT Alert
A new RTMT alert, ContextServiceStepsExecutionIssue is triggered when Context Service related step times out or fails due to an error from the Context Service continuously and hits a threshold of X continuous failure.
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Context Service Serviceability
This displays the status of Context Service integration for the components in the Unified CCX solution.
The following parameters are displayed for each component: -
State—Registration state of the component with Context Service
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Status—Connectivity status of the component with Context Service.
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Mode—Displays whether the component is connected to the Context Service in Lab mode or in Production mode.
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Last Fetched at—Time when the last connectivity status was identified.
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Infrastructure
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ESXi 6.5 with VMware File System (VMFS) 5. For more information, see the Virtualization for Cisco Unified Contact Center Express at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html.
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Hyperflex
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Cisco Business Edition 6000 (BE6K) for Cisco SocialMiner