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Packaged Contact Center Enterprise 10.0(1) Release Notes

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Packaged Contact Center Enterprise Release Notes 10.0(1)

Packaged Contact Center Enterprise Release Notes 10.0(1)

Introduction to Packaged Contact Center Enterprise Release 10.0(1)

These release notes describe new features and changes for Release 10.0(1) of Packaged CCE.

Packaged CCE Release 10.0(1) is a major release, and incorporates the following releases:

  • Packaged CCE 9.0(1)
  • Packaged CCE 9.0(2)
  • Packaged CCE 9.0(3)
  • Packaged CCE 9.0(4)

Major releases deliver new and updated functionality.

Documentation Changes

The following table lists the documents that have title changes, new chapters, or are new documents for this release.

Document Change

Installing and Configuring Cisco Packaged Contact Center Enterprise

  • New Upgrade chapter.
  • Name change: Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide.

Cisco Packaged Contact Center Enterprise Administration Guide

  • Reporting chapter moved to Cisco Packaged Contact Center Enterprise Reporting User Guide.
  • Name change: Cisco Packaged Contact Center Enterprise Administration and Configuration Guide.

Cisco Packaged Contact Center Enterprise Developer Reference

  • Now available in both online help and PDF on the Cisco Developer Network.

Cisco Packaged Contact Center Enterprise Product Specifications Guide

  • Name change: Cisco Packaged Contact Center Enterprise Design Guide.

Cisco Packaged Contact Center Enterprise Optional Features Guide

  • New Agent Request chapter.
  • Name change: Cisco Packaged Contact Center Enterprise Features Guide.

Cisco Packaged Contact Center Enterprise Reporting User Guide

  • New document.

Packaged Contact Center Enterprise Documentation Guide

  • New document.

New and Changed Features

New Features

Administrators

The Administrator tool replaces the Configuration Manager's User List tool. The Administrator tool is located on the System > Access menu, and can be used to add, edit, and delete Administrators.

An Administrator can be made read-only.


Note


A user must have a login account in the domain before he can be added as an administrator.

An administrator must be assigned one of four built-in roles or a custom role. These roles specify which menus and tools an administrator sees.

When you add or edit administrators, you can select one or multiple departments and associate the administrator with those departments.

For more information about administrators, see the Packaged CCE Administration Guide.

Departments

The System > Access menu now has a Departments tool for creating, editing, and deleting departments to organize your contact center to align with the enterprise it supports.

A contact center for a hospital might create departments for Surgery, Radiology, Obstetrics, and other operational units. A contact center for a university might create departments for Admissions, Alumni, and Registration. Departments are not required.

When you create many objects, you see a drop-down list for selecting a department. This drop-down is not populated until you have created departments. Selecting no department gives an object "global" status (assigned to no department).

The department association controls the relationship one object can have to another:

  • An agent in Department One can be added to a Team or Skill Group that is in Department One or to any global Team or Skill Group.
  • An agent in Department One cannot be added to a Team or Skill Group that is in Department Two.
  • A global agent can be added to any Team or Skill Group.

An administrator can be "global" or can be assigned to multiple departments. The administrator's department association controls her access and actions:

  • An administrator for Department One can see and modify all objects in Department One. She can see—but cannot modify—global objects. For example, she can create an agent in Department One and associate that agent with global attributes.
  • A global administrator can see and modify all objects in all departments, as long as those objects are allowed for her role.

The search option now allows you to search for items in specific departments as well.

For more information about departments, see the Packaged CCE Administration Guide.

Roles

The Role tool replaces the Configuration Manager's Feature Control Set List tool. The Role tool is located on the System > Access menu and can be used to create, edit, and delete roles.

Roles specify which menus and tools an administrator can see and use. An administrator can be assigned one of four built-in roles or a custom role. An administrator who has no role cannot sign in.

The built-in roles are hierarchical in that each role contains the access rights of the roles beneath it. You cannot alter the feature access for the built-in roles, but you can create additional roles to define customized sets of feature access.

For more information about roles, see the Packaged CCE Administration Guide.

System Deployment

Deployment changes are performed in the System > Deployment tool. The System Inventory is a visual display of the Virtual Machines (VMs) on Side A, the Gateways, the VMs on Side B, and the optional machines on your deployment.

Use the system inventory gadget to:

  • Auto detect machines on side A and side B.
  • Add external machines.
  • Perform additional validation of voice configuration rules.
  • Validate that CCE services are running correctly.
  • See System Validation, which shows each Packaged CCE specification rule, the actual value on your system, and the validity of your system with respect to the rule.

Log Collection

Use the Log Collection tool to collect logs for Unified CCE, Unified CVP, and Unified Communications Manager. You can select individual or multiple components for log collection, and specify the start and end time for the logs.

You can run one log collection at a time. The logs for all selected components are consolidated into a single zip file, which you can download once log collection is complete.

Multi-edit Functionality

You can now edit skill group membership for up to 50 agents at once. Using the Agent tool, select multiple agents and then select the skill groups to add and remove from those selected agents. See the Packaged CCE Administration Guide for more details.

Multi-delete Functionality

You can now multi-delete items from within a gadget. Check the items to delete using the check boxes in the summary table, and then click Delete at the top of the table. See the Packaged CCE Administration Guide for more details.

RAID Config Validation Utility

Release 10.0 introduces a RAID Config Validator utility. Download this utility from http:/​/​software.cisco.com/​download/​type.html?mdfid=284360381&i=rm to ensure that your datastore configuration is correct. For more information, see the Packaged CCE Installation and Upgrade Guide.

VMware Setting Utility

For customers who are upgrading from Release 9.0 to Release 10.0, Release 10.0 requires that you download and run the new VMware Settings utility. This utility updates VMware settings to match the latest OVA requirements. Download this utility from http:/​/​software.cisco.com/​download/​type.html?mdfid=284360381&i=rm. For more information, see the Packaged CCE Installation and Upgrade Guide.

Support for SIP Proxy (CUSP) for Outbound Dialer

Proxy/Cisco Unified SIP Proxy (CUSP) is now supported with Outbound Option Dialer for managing multiple egress gateways.

Support for Cisco Unified Border Element for Outbound

Cisco Unified Border Element is supported for Outbound Option. You must disable the CPA on the terminating network or the voice gateway.

Live Data Reporting

The Live Data Reporting System, which co-resides with Cisco Unified Intelligence Center (CUIC), is a new reporting data framework that processes real-time events with faster refresh rates and high availability for Packaged CCE reports. The Live Data System continuously pushes data to CUIC reporting clients, and reports are updated as the events occur. Two new reports take advantage of the Live Data service:

  • Agent Real Time Report
  • Agent Skill Group Real Time Report

Agent Request

The Agent Request feature allows you to initiate a request from the Web to receive a return call from a Cisco Unified Contact Center Enterprise (Unified CCE) agent. Cisco SocialMiner and Unified CCE work in concert to process the request from its inception through the receipt of the callback.

The SocialMiner Callback API allows callback applications (or application developers) to forward a customer request to CCE for a return phone call from a contact center agent (a call back). The API works in conjunction with the callback feed, campaigns, and CCE notifications.

For additional details about Agent Request, refer to the Cisco Unified Contact Center Enterprise Features Guide.

UCS C240 Server Support

The Packaged CCE deployment now supports both the Unified Computing System (UCS) C260 M2 TRC#1 and C240 M3S TRC#1 servers for existing deployments.


Note


Only the UCS C240 M3S TRC#1 server will be available for new Packaged CCE orders.

To ensure that your server firmware is current, go to http:/​/​www.cisco.com/​cisco/​software/​type.html?mdfid=283862072&catid=282558030.

For more information about the C240 M3S TRC#1 server specifications, refer to the Packaged CCE Design Guide.

Changed Features

System Menu

Tools within the System menu now provide functionality that was previously available in PG Explorer.

The System menu, formerly named the Settings menu, has two sub-menus, each with options:

  • General: Information, Settings, Deployment, Agent Trace, and Log Collection
  • Access: Administrators, Departments, and Roles

General > Information

This tool has three tabs:

  • General shows Deployment Type and Unified CCE Version. This is identical to the information on the Home tool.
  • Capacity Info shows the Packaged CCE capacity limits, your current capacity, and the percentage of the maximum that your system is using.
  • Peripheral Gateways shows details about the Peripheral Gateways and peripherals in your deployment.

General > Settings

This tool has three tabs:

  • General shows you the Deployment Type (use the General > Deployment tool to change the deployment type), shows display-only Congestion Control treatment mode and call capacity, and shows and allows you to change the number of retained script versions.
  • Agent has fields for you to configure defaults for Desk Settings, Username case sensitivity, Minimum Password Length, Agent Phone Line Control (single line or all lines), and Non-ACD Line Impact if All Lines is configured.
  • Call Reporting has fields for you to configure defaults for Bucket Intervals, Call Type, Service Level Type, Service Level Threshold, Abandon Call Wait Time, Answered Short Call Threshold, and Reporting Interval.

General > Deployment

This tool allows you to change Deployment Type.

General > Agent Trace

This tool, which allows you to track and report on every state an agent passes through, has not changed.

Access > Administrators

Packaged CCE now supports multiple administrators. This Administrator tool allows you to create, edit, and delete them.

Access > Departments

This Department tool allows you to create, edit, and delete departments to organize your contact center to align with the enterprise it supports.

Access > Roles

The Roles tool allows you to create, edit, and delete roles.

System deployment information

Deployment changes are performed in the System > Deployment tool. The System Inventory is a visual display of the Virtual Machines (VMs) on Side A, the Gateways, the VMs on Side B, and the optional machines on your deployment.

System Override

Fields in four tools now default to show the global configuration that is set in the System Settings tool. You can override the global setting for any individual agent, skill group, call type, or precision queue.

Tool Fields

Agents

Desk Settings

Skill Groups

Bucket Intervals

Service Threshold Type

Call Types

Service Level Type

Service Level Threshold

Bucket Intervals

Precision Queues

Bucket Intervals

Virtualization Support for SPAN-Based Silent Monitoring

SPAN based silent monitoring service should be installed on UCS-C series servers version 5.1 for mobile and non-mobile agents. For more information, refer to the CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

Bulk

Use bulk jobs to create, edit, and delete multiple items in a single operation, based on the data specified in a content file. You can now perform these functions using Bulk templates:

  • Bulk create: You can create multiple agents, dialed numbers, call types and skill groups (subject to rules for global and departmental administrators)
  • Bulk update: You can updated multiple call types, skill groups, agents, and dialed numbers.
  • Bulk delete: You can delete multiple dialed numbers, agents, call types, and skill groups.

See the Packaged CCE Administration Guide for more details.

OVA Files

All OVA filenames have changed for release 10.0. Download the CCE-­PAC-­M1-­OVA-­v10x.zip file from http:/​/​cisco.com/​en/​US/​products/​ps12586/​tsd_​products_​support_​series_​home.html.

Golden Template Process

The Golden Template process now allows export and import of an OVF template, and the manual steps to create floppy disk images for VOS templates are now performed automatically by the Golden Template tool. See the Packaged CCE Installation and Upgrade Guide for more information.

System Requirements

Hardware Requirements for C Series

The Packaged CCE deployment at the customer site must run in a duplexed environment with a pair of Unified Computing System (UCS) servers. These servers are referred to as Side A Host and Side B Host.

Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers for existing deployments. Only the UCS C240 M3S TRC#1 is available for new Packaged CCE orders.

C240 M3S: http:/​/​docwiki.cisco.com/​wiki/​UC_​Virtualization_​Supported_​Hardware#C240_​M3S_​.28SFF.29_​TRC.231

C260 M2: http:/​/​docwiki.cisco.com/​wiki/​UC_​Virtualization_​Supported_​Hardware#C260_​M2_​TRC.231

VMware Hosting

ESXi 5.1 with VM Version 8 is required.

Base Configuration and Utility Tools

Software Notes Download

CCEPACM1BaseConfig10x.zip

This software automatically configures certain elements needed for every PCCE deployment

Go to the Download Software page at http:/​/​software.cisco.com/​download/​type.html?mdfid=284360381&i=rm.

Click the link for Configuration Scripts.

Then select the zip file for the Base Configuration script.

Domain_Update_Tool.zip

This tool is required after installing the base configuration to modify the domain name stored in the database.

Go to the Download Software page at http:/​/​software.cisco.com/​download/​type.html?mdfid=284360381&i=rm.

Click the link for Configuration Scripts.

Then select the utility to modify the domain name.

Cisco Systems Contact Center Components

For both golden templates and direct installs, you must install the following Cisco Systems applications.

To do this, order DVDs from Cisco Systems. Create ISOs from each DVD, and install the software from the ISOs.

Component

Major Release Version

Operating System

Unified Contact Center Enterprise

10.0 and later maintenance releases

Microsoft Windows

Unified Customer Voice Portal

10.0 and later maintenance releases

Microsoft Windows

Unified Communications Manager

Unified CM 10.0(1) and later maintenance releases

Unified CM 9.1(1) and later maintenance releases

Linux-based Unified Communications Operating System

Unified Intelligence Center

10.0 and later maintenance releases

Linux-based Unified Communications Operating System

Cisco Finesse

10.0 and later maintenance releases

Linux-based Unified Communications Operating System

Optional:

Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 9.0 and later maintenance releases

Cisco SocialMiner - 10.0 and later maintenance releases

Cisco MediaSense - 10.0 and later maintenance releases

Third-party software

Software

Version

Notes

Microsoft Windows Server 2008 R2 Standard Edition

Service Pack 1

Used for:

  • Unified CVP Server
  • Unified CVP OAMP Server
  • Unified CVP Reporting Server

Microsoft SQL Server 2008 R2 x64 Standard Edition

Service Pack 1

Used for Unified CCE Data Server

Anti-Virus

One of:

  • Symantec Endpoint Protection 12.1
  • Trend Micro Server Protect version 5.8
  • McAfee VirusScan Enterprise 8.8i

Required for all applications that run on the Windows platform.

Microsoft Excel

Release 2003 or later

Microsoft Excel Release 2003 or later is used to provide the input data for the datasheet used for the automation. For more information, see Complete Automation Spreadsheet.

Internet Explorer

9.0

Unified Contact Center Domain Manager (CCDM), Cisco Finesse Agent Desktop, and Unified Intelligence Center reports.

Caveats

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 Enter or click Search.

Open Caveats

Caveats listed in these tables are open Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identified by customer-use. These include caveats specific to Packaged CCE as well as Unified CCE caveats that have an impact on Packaged CCE.

Identifier Severity Component Headline

CSCul52657

2

pg.opc

OPC assert while updating agent configuration

CSCul83669

2

pg.opc

OPC crash due to getting a queued event for a call which was cleared

CSCtr26877

3

web.setup

CTI OS client uninstall fails with an error

CSCui98226

3

outbound

Personal Callback stuck in Call Status 'A' with Call Result '0'

CSCum03603

3

pg.opc

Negative TalkOtherTime value reported

CSCum03732

3

router

EWT Calculation becomes skewed when VRU PIM resets and recovers


Note


Some Web Administration features introduced in Packaged CCE Release 10.0 are not available in the Packaged CCE Lab Deployment model. The Lab Deployment model is meant for internal testing or demo systems only; it is not meant for production. As the lab model is not a standard deployment, it does not include System Inventory information, such as System Status, Notification, and Log Collection.

Resolved Caveats

Caveats listed in these tables are resolved Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identified by customer-use. These include caveats specific to Packaged CCE as well as Unified CCE caveats that have an impact on Packaged CCE.

Identifier Severity Component Headline

CSCui54271

2

documentation

Packaged CCE Optional Features guide: MR PG Install Steps need improvement

CSCua81861

2

web.config.ui

Packaged CCE should have an Ent Route and Ent Skill Group for Personal Callback

CSCuc01457

2

web.config.ui

Unable to save using CCE Admin tool after changing distributor host name

CSCuc39208

2

web.config.ui

Packaged Contact Center Enterprise Unable to Add Supervisor with Alt UPN

CSCtz28912

3

web.config.ui

EnterpriseName in Agent UI isn't useful when selecting agents in CUIC

CSCuc53737

3

web.config.api

Update CUIC VM Hardware Spec to support CUIC 9.0 for Packaged CCE

CSCud62433

3

ova

Packaged CCE 9.0(2)ES1 Validation using incorrect value for CUIC CPU Reservation

CSCud89681

3

template

Golden template process does not support CUIC v 9.x

CSCue95184

3

user_interface

CCEADMIN PCCE administration webpage fails to finish loading

CSCuf65597

3

user_interface

Need a way to track config changes in Packaged CCE

CSCuh52269

3

web.config.ui

Webconfig timeout error making config changes when AD is slow

CSCui04823

3

documentation

Packaged CCE CVP Reporting Restrictions Spec Update

CSCui39167

3

web.config.ui

Unified CCE web login is allowed to Supervisors

CSCui71941

3

dbconfig

Packaged CCE doesn't allow supervisor with dash in domain name

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.

 

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