The following sections details the new features and lists the enhanced features for Cisco HCS for Contact Center release 9.2(1):
Support for 4000 agent customer instance: HCS for Contact Center 9.2(1) supports 4000 Agent deployment model which is a subset of the UCCE 4000 deployment model .It requires four pairs of blades using B-series for single instance up to 4000 agent deployment. The fourth pair of blade is optional for both CCB and CVP Reporting server. Also, the fourth pair of blade is required when the sum of calls at agents and the IVR exceeds 3600.
Cisco Unified WIM and EIM: The Cisco Unified E-Mail Interaction Manager (Unified EIM) enables organizations to intelligently route and process inbound emails, web form inquiries, faxes, and letters. The Cisco Unified Web Interaction Manager (Unified WIM) provides agents with a comprehensive set of tools for serving customers in real time. It enables call center agents to provide immediate personalized service to customers through text chat messaging and page-push abilities. Agents can also use Unified WIM to assist customers using web chat.
Cisco Remote Silent Monitoring: The Cisco Remote Silent Monitoring (RSM) is an effort to add dial-in real-time monitoring functionality to the HCS Contact Center solution.
The new integrated configuration environment provides a single modular interface for all configuration activities
Support for precision routing
Search for items by their description as well as their name
Configuration limit enforcement
Activity Monitor for viewing the historical provisioning activity as well the status of current operations
Performance Enhancements and Security Hardening
The following table lists the known caveats for Cisco HCS for Contact Center release 9.2(1).
Unified WIM and EIM
Chat load is not working with the specifications in SRND for 250 Agents
Unified WIM and EIM
Firewall Ports documented in EIM-WIM SRND are not accurate
Bug Search Tool
In general, you can find the caveat information through the Bug Search Tool, which is an online tool that is available for customers to query defects according to their own needs.
To look for information about a specific problem, enter the bug ID number in the search box and press Return or click Search.
Alternatively, under Search By Product, select Voice and Unified Communications from the Product Category list, enter Cisco Hosted Collaboration Solution for Contact Center in the Select Product box, and then click Search.
For Cisco Unified Contact Center software troubleshooting tips, go to Cisco Documentation Wiki