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Systems Release Notes for IPCC Enterprise: IP Communications

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Systems Release Notes for IPCC Enterprise: IP Communications Release 4.2

Table Of Contents

Systems Release Notes for IPCC Enterprise:
IP Communications Release 4.2

Contents

Overview

Tested Functionality

New and Changed Features

Cisco IPCC Enterprise and ICM

Cisco CallManager

Cisco Agent Desktop

Cisco Supervisor Desktop

Cisco Administrator Desktop

Cisco CTI OS

Cisco Customer Voice Portal

Cisco Customer Response Solutions

Related Documentation

Install and Upgrade Documentation

Release Versions of Components

Deployment Considerations

Software Versions Matrix

Latest Software Upgrades and Licenses

Firmware Version Matrix

Caveats

Resolved Caveats

Open Caveats

Important Additional Information


Systems Release Notes for IPCC Enterprise:
IP Communications Release 4.2


Contents

Overview

Tested Functionality

New and Changed Features

Install and Upgrade Documentation

Release Versions of Components

Software Versions Matrix

Latest Software Upgrades and Licenses

Firmware Version Matrix

Caveats

Resolved Caveats

Open Caveats

Important Additional Information

Overview

The focus of this document and the companion document, Systems Test Architecture Reference Manual for IPCC Enterprise, is the IP Contact Center (IPCC) component of IP Communications (IPC) Systems.

This document is the IPC Systems Test release notes for voice systems that can be comprised of Cisco voice gateways, routers, and Catalyst switches and have been configured with the following components:

Cisco CallManager

Intelligent Contact Management (ICM)

Cisco Customer Response Solutions (CRS)

Cisco Customer Voice Portal (CVP) (formerly ISN)

Computer Telephony Integration Object Server (CTI OS)

Cisco Agent Desktop (CAD)

It is standard methodology for Cisco Systems to perform systems-wide testing of IPC, supplementing the product-level testing performed on each IPC product.

A major deliverable of the IPC Systems Test is a recommendation of compatible software releases that have been verified by the test for customers. The recommendations are not exclusive and are in addition to interoperability recommendations for each of the individual voice application or voice infrastructure products. See Table 1 for more information. IP Telephony (IPT) components have also been tested.

For additional information, please see these documents at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/gblink/system/
gbtst4x/index.htm

Systems Release Notes for North America IPT: IP Communications Systems Test Release 4.2

Systems Release Notes for EMEA IPT: IP Communications Systems Test Release 4.2

Systems Test Architecture Reference Manual for North America IPT

Systems Test Architecture Reference Manual for EMEA IPT

Tested Functionality

The systems-wide testing of IPCC component functionality includes the following:

Upgrade of the following main components:

ICM to Release 7.0 that includes separation of domain controllers from the roggers and transition and migration to Windows 2003 active directory.

CRS to Release 4.0

CVP to Release 3.1

CAD to Release 7.0 including VoIP and desktop monitoring

CTI OS to Release 7.0

Windows operating system to Windows 2003

ICM Release 7.0 new feature testing including:

Parent and child model

CTI OS support of 1000 agents

IPCC system PG (unified Cisco CallManager and VRU PIM)

Dynamic reskilling

Web administration (configuration versus installation)

Server security including installation hardening, command line hardening and rollback

Firewall functionality

Webview reporting including default templates

Outbound Option in CVP and Cisco CallManager IP IVR

Cisco IOS Software Release 12.4(3) interoperability

New and Changed Features

The following contains brief overviews of new and enhanced features and links to the detailed documentation:

Cisco IPCC Enterprise and ICM

Cisco CallManager

Cisco Agent Desktop

Cisco Supervisor Desktop

Cisco Administrator Desktop

Cisco CTI OS

Cisco Customer Voice Portal

Cisco Customer Response Solutions

Cisco IPCC Enterprise and ICM

In the Cisco IPCC Enterprise and ICM network there are new web-based administration tools to provide streamlined installations with improvements to the customer interaction network reporting and the upgrade process.

The productivity of agents, supervisors, and contact center managers has been improved by dynamic agent reskilling, new reporting templates that include graphic displays for trend analysis, and graphical realtime views of agent activity for supervisors.

For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) at the following URL:

http://www.cisco.com/application/pdf/en/us/guest/products/ps1001/c1178/
ccmigration_09186a00805670e0.pdf

Cisco CallManager

There are many new or enhanced features that have been incorporated into Cisco CallManager. For a detailed description of these features and functionality, see Release Notes for Cisco CallManager Release 4.1(3) at the following URL:

http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/
prod_release_note09186a008046e1a7.html

Cisco Agent Desktop

For the CAD agent, logging in can be done with a user name or user ID depending on system configuration. The agent can also chat with supervisors and other agents and receive team messages even when logged out of the Automatic Call Distribution (ACD). There is a hyperlinked phone number in a web page that can be used to make a call by clicking on the hyperlink.

Enterprise data and call activity data is available on both inbound and outbound calls and work flows can be applied to Cisco Outbound Option calling campaigns. The Outbound Option functions are controlled by a dedicated Outbound Option toolbar.

For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Agent Desktop 7.0(0) at the following URL:

http://www.cisco.com/application/pdf/en/us/guest/products/ps427/c1178/
ccmigration_09186a00804d8dfe.pdf

Cisco Supervisor Desktop

For the CAD supervisor, the desktop interface can be configured using dockable panes. A choice of realtime displays can be made for graphical and tabular format. Supervisors can also:

Create work flows for threshold alerts

Reskill agents dynamically using a link to the web-based Cisco IPCC Agent reskilling tool

Push a web page to a monitored agent

Retrieve enterprise data and call histories for both inbound and outbound calls

For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Agent Desktop 7.0(0) at the following URL:

http://www.cisco.com/application/pdf/en/us/guest/products/ps427/c1178/
ccmigration_09186a00804d8dfe.pdf

Cisco Administrator Desktop

For the CAD administrator, work flows can be divided into voice contact and agent management and fully support Cisco Outbound Option call. Cisco Outbound Option has a toolbar, and the appearance depends on the dialing mode selected for the calling campaign. The administrator can also monitor CAD services using a Cisco desktop monitoring console.

For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Agent Desktop 7.0(0) at the following URL:

http://www.cisco.com/application/pdf/en/us/guest/products/ps427/c1178/
ccmigration_09186a00804d8dfe.pdf

Cisco CTI OS

Cisco CTI OS has been enhanced to support the following:

Transport Layer Security (TLS) for traffic between the CTI OS server and CTI OS clients (COM/C++ CILs only) and between peer CTI OS servers

QoS functionality

.NET framework

Login by name, skill-group name, or agent name

Dynamic reskilling

Siebel and Cisco Outbound Option

Performance improvements have also been made; for example, the maximum number of agent connections is increased to 1000 per PG pair and statistics distribution is smoother to accommodate network traffic bursts due to the collection of statistics.

For a detailed description of these and other new and enhanced features, see Release Notes for Cisco CTI OS Release 7.0(0) at the following URL:

http://www.cisco.com/application/pdf/en/us/guest/products/ps14/c1178/
ccmigration_09186a00804d6e5f.pdf

Cisco Customer Voice Portal

Cisco Customer Voice Portal (CVP) has been enhanced to provide takeback and transfer call control methods, which are two B-channel transfer, hookflash relay, and call restart with alternate dialed number.

For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Customer Voice Portal (CVP) Release 3.1(0) at the following URL:

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1006/tsd_products_support_series_home.html

Cisco Customer Response Solutions

Cisco Customer Response Solutions (CRS) provides a cluster-based architecture, optional high availability with automatic failover, increased maximum number of agents to 300, and enhancements to the look and feel of the Cisco Agent Desktop and the Cisco Supervisor Desktop. New and enhanced historical reports are available, and automatic speech recognition (ASR) and text-to-speech (TTS) models are available.

For a detailed description of Cisco CRS 4.0(2), see the Release Notes for Customer Response Solutions 4.0(2) documentation at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/
english/relnotes/crs402rn.pdf

Related Documentation

The following URLs are links to documentation for related products:

IPC and voice including Cisco CallManager, ICM, and CVP:
http://www.cisco.com/univercd/cc/td/doc/product/ipcvoice.htm

CRS:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/relnotes/crs402rn.pdf

CAD:
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm46doc/
ipccdoc/cadall/cad70d/index.htm

Cisco IP Phones:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/index.htm

Install and Upgrade Documentation

The components discussed in these release notes, including the tested platforms, are discussed in the Systems Test Architecture Reference Manual for IPCC Enterprise at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/gblink/system/
gbtst4x/index.htm

See this manual for the specific versions of the components tested and links to relevant documentation for installation and configuration procedures.

Upgrade information about the components that have been tested and verified from release level to release level is available at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/gblink/system/
g btst4x/gb40supg.pdf

For additional information on specific hardware recommendations or bills of material for each product, see "Related Documentation" section.

Release Versions of Components

This section provides the following information about Cisco components software versions and firmware versions of Cisco IP phones used in the systems-wide testing of IPC Systems Test Release 4.2 for IPCC Enterprises:

Deployment Considerations

Software Versions Matrix

Latest Software Upgrades and Licenses

Firmware Version Matrix

Deployment Considerations

The tables in this section list the recommended software and firmware releases based on the IP Communications Systems Test Release 4.2 for IPCC Enterprise. Not every rebuild is tested as part of the IP Communications Systems Test. Therefore, additional regression testing in a customer or Cisco specific certification lab is recommended before deployment.

When deploying IP Communications in a customer environment, consider the following guidelines:

At the minimum, customers should deploy the software release recommended in these tables.

For CSA, customers should use the latest engine and policy release. CSA software is available at:

http://www.cisco.com/cgi-bin/tablebuild.pl/csa

For other software components, customers should use the most current rebuild of a maintenance release. For Cisco IOS software, information about the latest releases, including deferral advisories, is available at:

http://www.cisco.com/kobayashi/sw-center/sw-ios.shtml

If the recommended release has been deferred to a subsequent release, customers should use the subsequent release.

Before deploying a release, examine the open caveats in the chosen release to determine if any will impact your implementation. Open caveats can be viewed through the Bug Toolkit, located at:

http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl

Deploy the chosen release in a lab environment that uses the same product components as the customer product components before moving it to a production environment.

When deploying IPC in a lab environment, use product components that are the same as the customer product components before moving it to the customer production environment.

Software Versions Matrix

Table 1 lists the recommended software versions of the system components.

Table 1 Software Versions for the IPC Systems Test Release 4.2 for IPCC Enterprise 

Component
Release Version

Cisco CallManager

4.1(3) SR2

Cisco CallManager—Cisco IP Telephony Operating System

2000.2.7 SR8

Cisco CRS (IP IVR)

4.0(2)

Cisco CRS (IP IVR)—Cisco IP Telephony Operating System

2000.2.7 SR8

Cisco ICM

7.0 SR1

Cisco ICM—Cisco IP Telephony Operating System

Win2003 SP1

Cisco CVP (formerly ISN)

3.1

CTI OS

7.0 SR1

CAD

7.0

ScanSoft Open Speech Recognizer (OSR)

2.0.9

ScanSoft Open Speech Media Server (OSMS)

2.0.4

Cisco Content Services Switch 11501

WebNs 7.40

Cisco 3660 (CVP VXML voice gateway)

12.4(3b)

Cisco 3725 (CVP VXML voice gateway)

12.4(3b)

Cisco 3640A (CVP VXML voice gateway)

12.4(3b)

Cisco AS5400HPX (CVP VXML voice gateway)

12.4(3b)

Cisco AS5400HPX (PSTN gateway)

12.4(3b)

Cisco AS5850 (PSTN gateway)

12.4(3b)

Cisco 26xx, 37xx (core/access routers)

12.4(3b)

Cisco 3745 (voice/data gateway)

12.4(3b)

Cisco 2691 (core/WAN router)

12.4(3b)

Cisco 7206 (core/WAN router) (voice/data gateway)

12.4(3b)

Cisco Catalyst 3550 (access switch)

12.2(25)EA2

Cisco Catalyst 6506, 6509 (core switch, Supervisor 2)

12.1(26)E3

Cisco Catalyst 6506, 6509 (MSFC, Supervisor 2)

12.1(26)E3

Cisco Catalyst 6506,6509 (voice access switch)

12.1(26)E3

Cisco Catalyst Communications Media Module (CMM)

12.4(3b)

Cisco Security Agent (CSA) Engine

4.5.1.639

CSA Policy—Cisco CallManager

4.5.1.639/2.0(3)
Beta 2

CSA Policy—Cisco CRS

4.5.1.639/2.0(3)
Beta 2

CSA Policy—ICM

4.5.1.639/2.0(1)

CSA Policy—CVP

4.5.1.639/2.0(0)

Anti-virus—McAfee

Enterprise 7.1.0

CiscoWorks 2000 ITEM

2.0(6)

Cisco IP Phones—See "Firmware Version Matrix" for models.

Bundled with Cisco CallManager


Latest Software Upgrades and Licenses

The following are links to the latest software upgrades and licenses:

Cisco CallManager 4.1(3) SR2 and Cisco CRS 4.0(2): http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml

Cisco ICM 7.0(0) SR1, Cisco CVP (formerly ISN) 3.1, and CTI OS 7.0 SR1:
http://www.cisco.com/kobayashi/sw-center/sw-custcontact.shtml

CAD 7.0(0): http://209.46.83.138/sws/WebLicensingInitial/InitialLicensePage.html

Cisco IOS routers and gateways: http://www.cisco.com/kobayashi/sw-center/sw-ios.shtml

Catalyst switches:
http://www.cisco.com/kobayashi/sw-center/sw-lan.shtml

Firmware Version Matrix

Table 2 lists the recommended firmware versions of the Cisco IP Phones used in the IPCC Enterprise test environment.

Table 2 Firmware Versions of Cisco IP Phones for the IPC Systems Release 4.2 for IPCC Enterprise 

Component
Firmware Version

IP Phone 7912G

CP7912060101SCCP050429B

IP Phone 7940G

P00307010300

IP Phone 7960G

P00307010300


Caveats

This section includes the following types of caveats:

Resolved Caveats

Open Caveats

If you have an account with Cisco.com, you can use the Bug Toolkit to find caveats of any severity for any release. To access the Bug Toolkit, perform either of these actions:

Go to the following URL: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl

Log into Cisco.com, click Technical Support and Documentation, click Tools and Resources, and then click Bug Toolkit under the Software section.

Resolved Caveats

Table 3 lists severity 1, 2, and 3 caveats that are resolved now but the fix may not be included in the recommended component versions of IPC Systems Test Release 4.2 for IPCC Enterprise.

In the Identifier column, click on the caveat number link to go to the Bug Toolkit and determine the software version in which the fix is included (in the First Fixed-In Version field).

Table 3 Resolved Caveats for the IPC Systems Test Release 4.2 for IPCC Enterprise 

Identifier
Headline

CSCsa98554

Update tool fails to extract if the archive path contains spaces

CSCsb10072

Dialer process crashes on skipping the records continuously (IPCC)

CSCsb11577

Have autoconfiguration allow manual configuration of service members at parent

CSCsb11820

Pre-upgrade tool can give false warning about loss of recording files

CSCsb13265

With autoconfiguration on, service member operations should be allowed

CSCsb17805

Uninstallation of SR01 will uninstall only ES01, but not SR01

CSCsb21069

Reports may miss data in agent30, 31 reports with large number agents or time

CSCsb35995

Error message flooding the NT event viewer

CSCsb76006

IPCC Enterprise gateway PIM autoconfiguration is not enabled by default

CSCsb85136

Cisco IOS 12.4(3a) leaks memory that leads to a crash


Open Caveats

Table 4 lists known severity 1, 2, and 3 caveats related to the testing of IPC Systems Test Release 4.2 and previous releases for IPCC Enterprise, which were not resolved at the time this document was written.

In the Identifier column, click on the caveat number link to go to the Bug Toolkit and determine the software version in which the fix is to be included (in the First Fixed-In Version field).

Table 4 Open Caveats for the IPC Systems Test Release 4.2 for IPCC Enterprise 

Identifier
Headline

CSCma25978

Supervisor desktop memory leak on login/logout

CSCsa19028

Registry entries are not cleaned when ICM setup is cancelled

CSCsa40013

Dialer leaks customer records in preview mode when misconfigured

CSCsa70119

CTI OS agent desktop hangs after second single-step transfer

CSCsa71415

Wrong call disposition 7 (short) is cut for initial customer call during load

CSCsa71446

Wrong call disposition 27 (failed software) for customer call during load

CSCsa71451

Wrong call disposition 26 (u-abort) for transferred customer call during load

CSCsa73945

Peripheral Gateway (PG) CPU spikes during load test of consult transferred calls with trace on

CSCsa77868

Wrong call result for agent dropped reservation call in direct preview

CSCsa77880

Wrong call result for agent dropped customer call in direct preview

CSCsa81382

Call is transferred to busy agent and comes in as status cleared

CSCsa81481

All available agents go to a "not ready" state when a "stop all services" is broadcast on a system PG.

CSCsa84604

Translation routes created with bulk tool not available in peripheral target bulk insert tool

CSCsa96567

A few agents go to a "not ready" state after the CTI server failover

CSCsa98554

Update tool fails to extract if the archive path contains spaces

CSCsb01532

Wrong peripheral call type and call disposition for call back calls

CSCsb20050

CAD agent initiated transfer failing in CVP call flow after upgrade

CSCsb20142

Running upgrade removes c:\icm\bin from the path

CSCsb21291

No buttons are enabled during regular call back call in direct preview

CSCsb24324

Clicking skip-next during a regular call back causes a record to stick

CSCsb24340

Clicking skip-next during a call back updates the wrong number

CSCsb25280

CTI manager service terminates unexpectedly

CSCsb35204

Consult transfer to local IVR agents fail to initiate transfer

CSCsb35275

Queued calls are abandoned while ringing 12 hrs into a load test at 4cps

CSCsb77165

Removes other Cisco services from ICM service control window

CSCsb92684

SLDoc CAD SQL user to read logger database documentation does not exist

CSCsc10493

Both routers exit if requery is used and max nodes exec. is hit

CSCsc37274

Agent re-skilling through agent explorer stops calls from routing to agents

CSCsc41854

Agent loses configuration after changing password


Important Additional Information

This section includes important additional information related to the testing of IPC Systems Test Release 4.2 for IPCC Enterprise. For information about troubleshooting, see the "Troubleshooting and Technical Tips" chapter in the Systems Test Architecture Reference Manual for IPCC Enterprise.

Loss of Connectivity Between JTAPI Clients and Cisco CallManager Cluster

When BARS is running, some of the services between Cisco CallManager and the IPCC components were disconnected and were not recovered.

Backup and Restore System Upgrade

When a Backup and Restore System (BARS) upgrade is stopped in the middle of the process, the backup is interrupted. If an uninstall and reinstall is attempted to correct the issue, an error message is displayed. The registry key at \HKLM\Software\Cisc Systems\BARS\Information\Appstatus must be changed from BACKUP to IDLE and then the system rebooted.

CRS 4.0(1) Partial Service

The CRS IP IVR will display "partial service" for the entire Cisco CallManager cluster if some or all of the subsystems are out of service. For example, if the ASR and TTS SS are out of service, partial service is displayed.

Hot Standby Router Protocol in CVP Deployment

Hot Standby Router Protocol (HSRP) is not supported in a CVP deployment if the VIP address is in a different subnet than the IP address on the interface.