Release Notes for Cisco Hosted Collaboration Solution for Contact Center Release 9.2(1)
Release Notes for Cisco Hosted Collaboration Solution for Contact Center Release 9.2(1)
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Release Notes for Cisco Hosted Collaboration Solution for Contact Center Release 9.2(1)

Release Notes for Cisco Hosted Collaboration Solution for Contact Center Release 9.2(1)

This document contains release information for the Cisco Hosted Collaboration Solution (HCS) for Contact Center 9.2(1) and comprises the following sections:

Product Documentation

For all Cisco HCS for Contact Center Release 9.2(1) documentation, see the Cisco Hosted Collaboration Solution for Contact Center product support page.

New and Enhanced Features

The following sections details the new features and lists the enhanced features for Cisco HCS for Contact Center release 9.2(1):

New Features

  • 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.
  • CCDM Enhancements:
    • 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

Known Caveats

The following table lists the known caveats for Cisco HCS for Contact Center release 9.2(1).

Identifier Component Severity Headline
CSCuh19115 Unified WIM and EIM 1 Chat load is not working with the specifications in SRND for 250 Agents
CSCuh29378 Unified WIM and EIM 2 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.


Note


You need an account with Cisco.com to use the Bug Search Tool to find open and resolved caveats of any severity for any release. To access the Bug Search Tool, log in to https:/​/​www.cisco.com/​cisco/​psn/​bssprt/​bss.


To access the Bug Search Tool, you need the following items:

  • Internet connection
  • Web browser
  • Cisco.com user ID and password

To use the Bug Search Tool, follow these steps:

  1. To access the Bug Search Tool, go to https:/​/​www.cisco.com/​cisco/​psn/​bssprt/​bss.
  2. Log in with your Cisco.com user ID and password.
  3. To look for information about a specific problem, enter the bug ID number in the search box and press Return or click Search.
  4. 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.

Troubleshooting

For Cisco Unified Contact Center software troubleshooting tips, go to Cisco Documentation Wiki

http:/​/​docwiki.cisco.com/​wiki/​Category:Hosted_​Collaboration_​Solution_​for_​Contact_​Center, and then click the product/option you are interested in.

Documentation Feedback

You can provide comments about this document by sending email to the following address:

mailto: ccbu_​docfeedback@cisco.com

We appreciate your comments.