Release Notes for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(4)
Introduction to Cisco Unified Contact Center Enterprise
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Introduction to Cisco Unified Contact Center Enterprise

Introduction to Cisco Unified Contact Center Enterprise

Release Notes for Cisco Unified Contact Center Enterprise and Hosted describes new features and changes for Release 9.0(4) of Unified Contact Center Enterprise & Hosted (Unified CCE) software.

Change History

This table lists changes made to these notes and the dates on which the changes were made.

Changes Date
Added the Change in Supervisor Access to cceadmin topic to the Updated Information section. March 18, 2014

Added notice of JAL/DTAL deprecation.

April 8, 2014

Maintenance Release Installation

Procedure
    Step 1   Plan and schedule the maintenance period.
    Step 2   Review all applicable documentation.
    Step 3   Download the maintenance release.
    Step 4   Stop all ICM services.
    Step 5   Uninstall any ES that are installed on the servers.
    Step 6   Double-click the maintenance release file to begin the installation.

    New and Updated Information

    New Information

    Limited Shared Line Support for an Agent

    An agent who has a shared line can log in through any one of an unique extension of the shared line at a time. The change in behavior is as follows:

    • An agent can log in to one of the phones using a unique extension.
    • When an agent is logged in to a phone through a unique extension, another agent cannot log in to the unique extension of a second phone if a shared line exists between the two phones.
    • An agent cannot log in to a phone using a shared extension.

    Accept Pipe Delimiter in Import File

    Import a file using a pipe delimited field along with the current options of comma and fixed length delimited fields.

    300 Campaign Support

    The number of Campaigns that you configure in an Outbound deployment with SIP dialers are increased from 100 to 300. This scalability of Campaigns is applicable for deployments having SIP dialer and deployments where router and logger are on separate machines. This is not applicable to SCCP dialers or Rogger deployment. For further details, refer to Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted document.

    Updated Information

    The following section describes changes in Unified CCE Release 9.0(4).

    Change in User Interface for Skill Group Selection Tab

    The Skill Group Selection tab in Campaign Outbound Option is enhanced. Skill groups can now be added for a Campaign using Peripheral as a filter. The filter will only retrieve those skill groups that are associated with the selected peripheral. Skill groups can be retrieved based on the condition and value that is provided.

    Unified CCE 9.0(4) Supports SQL Server2k8 SP2

    SQL Server2k8 SP2 is now supported from UCCE 9.0(4) along with SP1.

    Unified CCE 9.0(4) Supports ESXi 5.1

    ESXi 5.1 is supported in this release.

    Avaya Aura Communications Manager (ACM) 6.3

    Avaya ACM 6.3 is supported on Unified CCE 9.0(4) and later.

    Change in Supervisor Access to cceadmin

    Prior to Unified CCE 9.0(4), supervisors could access cceadmin with their Supervisor ID and then change agent attributes and other administrative functions, including some functions whose modification was intended to be done only by Administrators. See defect CSCui39167 for more information.

    In Unified CCE 9.0(4), this defect was resolved by limiting cceadmin access to Administrators. A concurrent change removed the supervisor's ability to assign attributes to agents.

    An upcoming patch will restore supervisor access to cceadmin for attribute changes only. Until that patch is available, the following workarounds exist:

    • Deploy Contact Center Management Portal (CCMP) 9.1 to enable supervisors to reskill and change attributes of their assigned agents.
    • Provide supervisors with an administrative logon in addition to the supervisor logon. Note that Administrator access includes capabilities beyond traditional supervisor access.

    Unified CCE 9.0(4) Supports Aspect Call Center

    Aspect Call Center is supported with ICM 9.0(4) ES40.

    Deprecated Features

    No additional engineering development will occur on deprecated features. These features will be removed in a future release. Plan to transition from the deprecated feature to the designated replacement feature. If you are implementing a new deployment, use the replacement technologies rather than the deprecated features.

    The following features are deprecated in this release.

    Deprecated Feature

    Replacement

    Use of Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features

    No replacement available

    Open Caveats

    The following table lists the defects that were resolved in Unified CCE Release 9.0(4). Defects are listed by identifier and component.

    Table 1 Open Caveats in Unified CCE Release 9.0(4)
    Identifier Severity Component Headline

    CSCuj35170

    3

    pg.opc

    Incorrect call dsposition value observed during Multiline call flow

    Resolved Caveats

    The following table lists the defects that were resolved in Unified CCE Release 9.0(4). Defects are listed by identifier and component.

    Table 2 Resolved Caveats in Unified CCE Release 9.0(4)
    Identifier Severity Component Headline

    CSCug51183

    1

    db.logger

    Logger Service is not becoming active on ICM 9.0(4)

    CSCuf16886

    2

    ctios.client

    Memory leak in COM Cil using all calls monitor mode

    CSCuf17548

    2

    install

    ICM Install on non-English OS does not add Firewall Exceptions

    CSCuf55107

    2

    router

    DBAgent restarts when AW takes too long to send transaction

    CSCuf73589

    2

    db.logger

    No Recovery from Logger A to B for Historical tables after B was down/up

    CSCuf86217

    2

    deployment

    HCS 4k and 500 deployment does not provide actual values for few params

    CSCuh35707

    2

    outbound

    Campaign Manager Crash observed in 450 campaign

    CSCuh55638

    2

    pg.opc

    Access entire bug record in CDETS

    CSCui04518

    2

    deployment

    Unable to set HCS4K deployment type

    CSCui40393

    2

    aw.tools

    Peripheral is not listed under campaign manager-skill group selection

    CSCtz81692

    3

    serviceability.snmp

    BA_SIP notification incorrect cccaEventState

    CSCug29964

    3

    outbound

    Router reject large number of calls

    CSCub13989

    3

    pg.cucm

    Agent gets stuck in Talking state

    CSCub89201

    3

    pg.cucm

    Mobile Agent - logout reason code is wrong if call dropped while wrap up

    CSCuc91232

    3

    pg.cucm

    Receive Control Failure When Completing Conference to PSTN

    CSCtz83931

    3

    pg.cucm.jtapi

    Conf Controller wrong when PG fails when consult call in alerting 60s

    CSCua02161

    3

    scripteditor

    Access to Script Editor becomes blocked when making API config changes

    CSCua70692

    3

    serviceability.snmp

    BA_SIP notification has incorrect cccaEventState

    CSCua83999

    3

    router

    Incorrect Correlation ID range results in reporting problems

    CSCub15762

    3

    router

    Campaign Manager asserts while executing get_config in RTTEST

    CSCub44816

    3

    tools

    PG setup asserts with error message while editing pim

    CSCub46502

    3

    pg.opc

    Unexpected CallType for Single Step Transfer Call after PG Failover

    CSCub71954

    3

    db.logger

    Transaction log for database is full in 10mins during longevity

    CSCub95062

    3

    pg.cucm.jtapi

    Call state not correctly reset when request to barge a conf call fails

    CSCuc00400

    3

    web.setup

    Unable to remove Administration Clients in Administration Client setup

    CSCuc12138

    3

    router

    PQ Gadget returns 0 agent counts while running agent bulk operation

    CSCuc95164

    3

    pg.opc

    OnHold field is not updating correctly in Agent_Real_Time

    CSCuf56325

    3

    outbound

    Date time in Dialer Detail table updating 1 hr lesser than the system time

    CSCuf61041

    3

    pg.cucm

    Eagtpim Crash producing Mini dump during Longetivity load

    CSCuf93510

    3

    reporting.webview

    Showing incorrect value for Expanded Call Variables in admin page

    CSCug43101

    3

    pg.cucm.jtapi

    conf. receiver CTIOS Desktop grays out upon Conference call flwd by trnf

    CSCug48484

    3

    pg.acmi

    Extension field is not updating in Agent Logout table at parent side

    CSCug78990

    3

    pg.cucm.jtapi

    Call Failures during load with CD-1

    CSCug86619

    3

    outbound

    Callback Records with same DialingListID are considered as duplicate

    CSCuh35887

    3

    pg.acmi

    Auto config is not working properly in Parent-Child deployment under cer

    CSCue17962

    3

    pg.opc

    TCD.TalkTime incorrect

    CSCue66943

    3

    router

    db agent periodically stops responding under heavy call load

    CSCue68793

    3

    pg.opc

    Changes of Agent's Login Name at Child level are not updated at Parent

    CSCue74661

    3

    pg.tdm

    ECS PIM asserts processing NEG_ACK for Monitor object

    CSCue87569

    3

    pg.cucm.jtapi

    Starting a conference after an consult call alternation fails

    CSCue89964

    3

    scripteditor

    Script Ed crashes for PQ configuraton when reload config button clicked

    CSCue95184

    3

    user_interface

    CCEADMIN PCCE administration webpage fails to finish loading

    CSCuf26798

    3

    pg.opc

    Calls in progress not matching actual calls

    CSCuf30875

    3

    pg.cucm.jtapi

    Silent Monitoring gives only one way, when CLID is " " (empty)

    CSCuf85983

    3

    router

    Route Selection for indirectly referenced target is failing under TR

    CSCug17466

    3

    cg.ctiserver

    AGENT_TEAM_CONFIG_EVENT is not getting the correct AgentID

    CSCug28709

    3

    outbound

    Dialer shows DIAL_ERROR for SIP resp 404 with cause20(SUBSCRIBER_ABSENT)

    CSCug47452

    3

    outbound

    Dialer transfer fails if UPDATE arrives after SIP REFER

    CSCug86619

    3

    outbound

    Callback Records with same DialingListID are considered as duplicate

    CSCug97648

    3

    router

    Calls handled in CT not incremented when activity queued for long time

    CSCuh52269

    3

    web.config.ui

    Webconfig timeout error making config changes when AD is slow

    CSCui10023

    3

    pg.tdm

    Avaya PIM assert due to ACD (ASAI event) passing Cld=(null)

    CSCuh58124

    3

    tools

    Data access error pop up found on icmdba tool

    CSCuh93210

    3

    outbound

    Dialer not setting the correct call result

    CSCui00671

    3

    pg.acmi

    Agent State is not updating properly in Agent_Real_Time table at parent

    CSCui27935

    3

    outbound

    CampaignManager stops pushing records to dialer after network failure

    CSCui35767

    3

    outbound

    Dialer_Detail table CustomerTimeZone field is one hour off for 787 340

    CSCui90947

    3

    outbound

    CampaignManager asserts in 300 campaign load with ACCESS_VIOLATION error

    CSCuj27971

    3

    aw.tools

    Re-skilling Webpage not working after apply MR patch

    CSCuh97879

    3

    router

    Router is asserting on executing get_config command through RTTEST

    CSCue68549

    3

    ctios.client

    CTIOS 8.5(4) ctiosphone.exe won't run on Win7

    CSCui20575

    3

    ctios.client

    CTIOS 9.0 Toolkit missing debug libraries

    CSCug66731

    3

    reporting

    Agent Queue Interval shows incorrect Calls Handled and PctActive

    CSCug22847

    3

    reporting

    CUIC transition reports do not address Precision Queue

    CSCui39167

    3

    web.config.ui

    UCCE web login is allowed to Supervisors

    CSCui51049

    3

    reporting

    Agent Queue Interval report incorrect data

    CSCui58127

    3

    reporting

    Agent Skill Group Historical All Fields does not report Precision Queues

    CSCuh44824

    4

    web.config.ui

    In agent gadget, pressing Ctrl-S in password field uses old value

    CSCui32730

    5

    web.config.ui

    "Last Name" and "First Name" swapped in UCCE Admin Manage Agents screen

    CSCud64554

    6

    aw.tools

    Delay during add/modify of Skill Groups in Campaign

    CSCui30723

    6

    db.logger

    Auto growth implementation for Logger database

    Bug Search Tool

    If you have an account with Cisco.com, you can use the Bug Search tool to find caveats of any severity for any release. Access the Bug Search tool at https:/​/​www.cisco.com/​cisco/​psn/​bssprt/​bss. Enter the bug identifier in the search box and press return or click Search.

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