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Packaged Contact Center Enterprise 10.5(1) Release Notes

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Packaged Contact Center Enterprise Release Notes 10.5(1)

Packaged Contact Center Enterprise Release Notes 10.5(1)

Introduction to Packaged Contact Center Enterprise Release 10.5(1)

These release notes describe new features and changes for Release 10.5(1) of Packaged CCE.

Packaged CCE Release 10.5(1) is a minor release. Details of the features included in this release are available in the relevant end-user documentation, which are located on the Cisco.com Web page for Packaged CCE: http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​tsd_​products_​support_​series_​home.html. You can also open release notes for prior versions of Packaged CCE from that page.

Attention: Packaged CCE 10.5(1) shares the same media kit as Unified CCE 10.5(1) which includes some components not supported in a Packaged CCE deployment. In addition, the 10.5(1) media kit contains components that are release 10.0(1) which is not used for Packaged CCE 10.5(1) deployment. Use only release 10.5(1) software when deploying Packaged CCE 10.5(1).

New and Changed Features

New Features

B-Series Hardware Supported

For fresh installs, Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and the B200 M3 TRC#1. For upgrades, Packaged CCE continues to support both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers.

For more information, see the Packaged Contact Center Enterprise Design Guide.

UCS B-Series Fabric Interconnects Validation Tool

Packaged CCE now offers this validation tool to perform checks on currently deployed UCS B-Series Fabric Interconnect clusters and determine compliance with Packaged CCE requirements. To use this tool, follow the directions on the validation tool wiki page at http:/​/​docwiki-dev.cisco.com/​wiki/​Packaged_​CCE_​UCS_​B-Series_​Fabric_​Interconnects_​Validation_​Tool.

ESXi 5.5 Support

Packaged CCE now supports ESXi 5.5. For more information, see VMware Hosting.

Log Collection Enhancement

CUIC and Finesse log are now included in the log collection. A progress indicator also shows the status of the log collection in progress.

Simplified Trace Management

Packaged CCE now offers easy-to-follow trace level management for on-box VMs.

Product Version

Product version is now visible in system inventory.

New Media Routing Peripheral Interface Managers (PIM)

The MR PG now accommodates up to four PIMs:
  • One Outbound PIM
  • A Multichannel PIM for SocialMiner
  • A Multichannel PIM for E-Mail Interaction Manager / Web Interaction Manager
  • A Multichannel PIM for a third-party multichannel application

For more information, see the Packaged Contact Center Enterprise Design Guide.

New Live Data Reports

Packaged CCE has added two new Live Data reports:
  • Precision Queue: Shows a summary for all agent activity for each precision queue.
  • Skill Group: Shows a summary for all agent activity for each skill group.

For more information, see Packaged Contact Center Enterprise Reporting User Guide.

Copy Agents

You can now create a new agent by copying an existing agent record.

Multi-Edit Functionality

Using the Agent tool, you can now edit the description, desk settings assignment, and/or team membership for up to 50 agents at once. The agents must all belong to the same department or all be global agents.

Demo Capabilities

The following features can be enabled in Packaged CCE Lab mode:

  • System Inventory, available in the Deployment tool
  • Log Collection
  • Live Data

To enable these features, follow the directions on the Packaged CCE Lab Only Deployment Information wiki page at http:/​/​docwiki.cisco.com/​wiki/​Packaged_​CCE

Changed Features

Server Status Updates

The Status rules are now categorized for easier management, and span all virtual machines in the deployment. New details describe the rule state, and aid in debugging.

Additional heath checks are performed as well, including CPU, Memory, Disk Usage, and data store latency.

Supported Attributes Per Precision Queue

The number of unique attributes per precision queue has increased to 10.

Supported Call Types

Packaged CCE now supports up to 2000 configured call types.

Concurrent Agent Limits Removed

Limits for the number of concurrent agents for Outbound and Multichannel are removed. Any of the 1000 agents can be used for Inbound, Outbound, or Multichannel as long as the total system load remains under the capacity defined in the Packaged CCE Design Guide.

Mobile Agent With Agent Greeting

If you are using Mobile Agent with Agent Greeting on Cisco Unified Communications Manager, you must install the Unified Communications Manager Engineering Special 10.5(1.11002-1). For more information, see CSCuo83514.

Disable Agent Queue Statistics Gadget

The Agent Queue Statistics gadget (QueueStatistics.jsp) is enabled by default in the default desktop layout XML code. However, this gadget is not supported for the Agent role in Packaged CCE deployments. The Live Data Reports gadgets provide equivalent functionality for the Agent role. To disable this feature, see the Packaged CCE Installation and Upgrade Guide.

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

CSCup13112

2

outbound

Dialer Stuck Port handling sometimes causes Dialer exit

CSCuo78811

3

outbound

Campaign Manager Exception after Import

CSCuo78834

3

outbound

BA Import process exit due to exception

CSCuo78851

3

outbound

Dialer exits due to Exception in GetCallResults

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

CSCun25262

1

serviceability.snmp

UCCE Directory Traversal

CSCuo12453

1

localization

i18n LiveData should use the escape sequence to query CUIC db

CSCum21224

2

documentation

Port 443 must be open to allow the Dataservers/AWs to login to each ESXi host

CSCuj34958

2

db.HDS

Reports continue to run impacting performance after initiator is closed

CSCul52657

2

pg.opc

OPC assert while updating agent configuration

CSCul97333

2

pg.opc

Agent Login in Voice MRD logs out the Agent from Non-Voice MRD

CSCum55458

2

outbound

SIP Dialer receives 480 Temporarily Not Available leading to memory leak

CSCum58022

2

serviceability.snmp

Status information is not reflecting properly in CONTACT-CENTER-APPS-MIB

CSCum61972

2

db.logger

Chinese/Russian chars lost in db when starting services after upgrade

CSCum87751

2

serviceability.snmp

Diagnostic framework stops returning CCE performance counter info

CSCun13065

2

serviceability.snmp

MIB not updating Pim status correctly in PimTable

CSCuo21155

2

serviceability.snmp

CISCO-CONTACT-CENTER-APPS MIB not responding in performance setups

CSCuo33133

2

outbound

Import doesn't work for outbound option

CSCuo34176

2

outbound

Dialer asserts during personal call back load.

CSCuo58829

2

tools

EMS / tracing doesn't work for some tools.

CSCuo59447

2

db.logger

baImport Fails to successfully process dialing list from table

CSCuo67394

2

outbound

Agents in idle state for some campaigns for unexpectedly long idle time

CSCuo67412

2

outbound

SIP Dialer asserts due to CTI failed events

CSCuo78770

2

outbound

SIP Dialer Exception after SIP Refer Reject

CSCuo83514

3

cp-sip-trunk

CCE with CCM CTI Port SIP Messaging problem

CSCuo51523

3

doc

PCCE External AW/HDS/DDS CUIC Configuration

CSCuo76339

3

web.config.ui

Adding a Precision Queue fails when there is a non-deleted CUCM PG

CSCua27924

3

install

UnSuccessful upgrade of ICM installer due to lock on DLLs in icm\bin

CSCui98226

3

outbound

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

CSCuj83623

3

aw.tools

SIP Dialer does not include ANI with Personalized Call Back enabled

CSCum03603

3

pg.opc

Negative TalkOtherTime value reported

CSCum15650

3

reporting

Multiple CUIC localization (Russian) issues

CSCum25145

3

outbound

SIP Dialer 9.0 sends "BYE" before the CPA 2nd update form Voice Gateway

CSCum26452

3

install

Installer sets wrong registry values

CSCum29818

3

ctios.client

User password is unencrypted in the CTI OS client logs

CSCum48724

3

reporting

Agent Team Real Time shows duplicate rows

CSCum48742

3

reporting

Call Type Queue Interval reports incorrect number of Calls Handled

CSCum68965

3

outbound

Append mode affected after UCCE upgrade due to a SQL syntax change

CSCun18992

3

reporting

Agent Login Logout Report Missing Skill Group Data

CSCun45252

3

pg.opc

CTIOS agent statistics resetting at 23:30

CSCun66241

3

ctios.server

Supervisor losing Queue Statistics if last agent in Team logs out

CSCun70811

3

router

ICM SNMP MiBs shows the same value for CallsInQueue and CallsInProgress

CSCun70949

3

pg.opc

t_Peripheral_Real_Time table is not updating CallsOfferedHalf

CSCun76233

3

reporting

The attribute filed in Agent real time report does not show any data

CSCun84943

3

reporting

CUIC Distributed denial-of-service vulnerability on NTP server

CSCun92195

3

cg.ctiserver

Active Call Count in Portico not showing accurate number

CSCuo26062

3

documentation

Reporting User Guide Precision Queue interval all field OLH corrected

CSCuo30802

3

outbound

Import rule update failed in clgr

CSCuo32820

3

documentation

CUIC v9.1.1 Report Template missing Historical TR Info

CSCuo38950

3

cg.ctiserver

CTI Server Agent Configuration Change Event has error

CSCuo44847

3

router

Router crashes when a dialed number is deleted.

CSCuo51523

3

documentation

PCCE External AW/HDS/DDS CUIC Configuration

CSCuo51951

3

pg.cucm

Error (Unable to perform operation. Error Code: CTI-78 while transfer

CSCuo52562

3

reporting

Transitional Agent Not Rdy Hist Report shows 2 lines per agent

CSCuo60764

3

scripteditor

TCD and Script Editor numbers will be different when call types change

CSCuo66787

3

reporting

SL Ans should not include the call passing the service level threshold

CSCuo75796

3

outbound

Callback records marked by dialer with code 25 are not being dialed back

CSCuo76339

3

web.config.ui

Adding a Precision Queue Fails When There is a Non-Deleted CUCM PG

CSCup16106

3

reporting

Precision Queue Efficiency Drilldown loses PQ and Date criteria

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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