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System Release Notes for Contact Center: Cisco Unified Communications, Release 6.1(1)

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System Release Notes for Contact Center: Cisco Unified Communications System, Release 6.1(1)

Table Of Contents

System Release Notes for Contact Center:
Cisco Unified Communications System, Release 6.1(1)

Contents

Overview

Tested Functionality

New and Changed Features

Cisco Unified Communications Manager

Cisco Unified Contact Center Enterprise and Cisco Unified Intelligent Contact Management Software

Cisco Customer Response Solutions

Cisco Unified Customer Voice Portal

Cisco Computer Telephony Integration Object Server

Cisco Agent Desktop

Cisco Unified Presence

Cisco Unified Operations Manager

Cisco IP Communicator

Cisco Unity Connection

Cisco Unified IP Phone Support

Cisco IOS

System Requirements

End-of-Sale Components

Deployment Considerations

Software Version Matrix

Firmware Version Matrix

Latest Software Upgrades and Licenses

Related Documentation

Limitations and Restrictions

Important Notes

ASA Firewall Performance (CSCsg26064)

Bidirectional NAT on Firewall Services Module Not Supported for VoIP Calls (CSCsh83414)

Unexpected Reboots on MCS7825-H2 Servers (CSCsl20970)

Cisco Unified Voice Portal Engineering Specials

Cisco Unified Operations Manager Defects

Resolved Caveats

Open Caveats

Troubleshooting

Documentation Updates

Obtaining Documentation, Obtaining Support, and Security Guidelines


System Release Notes for Contact Center:
Cisco Unified Communications System, Release 6.1(1)


Contents

Overview

Tested Functionality

New and Changed Features

System Requirements

End-of-Sale Components

Deployment Considerations

Software Version Matrix

Firmware Version Matrix

Latest Software Upgrades and Licenses

Related Documentation

Limitations and Restrictions

Important Notes

Resolved Caveats

Open Caveats

Troubleshooting

Documentation Updates

Obtaining Documentation, Obtaining Support, and Security Guidelines

Overview

It is standard methodology for Cisco Systems to perform system-wide testing of Cisco Unified Communications components, supplementing the product-level testing performed on each Cisco Unified Communications product.

A major deliverable of the System Release and Cisco Unified Communications system testing 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.

For information on the software releases for Cisco Unified Communications System Release 6.1(1), see System Requirements. Software compatibility for all Unified Communications system releases, as well as updated compatibility information for this release, is available in the Cisco Unified Communications Compatibility Tool at: http://tools.cisco.com/ITDIT/vtgsca

The focus of this document is the contact center family of products of Cisco Unified Communications System testing.

Information about IP Telephony (IPT) components that have also been tested is available at the Cisco Technical Information Site: http://www.cisco.com/cisco/web/docs/iamunified/ipt611/index.html

This document is the Cisco Unified Communications System release notes on the testing conducted on voice systems composed of the following major components:

Call control components, such as Cisco Unified Communications Manager (formerly known as Unified CallManager) and Cisco Unified Presence

Contact center components, such as Cisco Unified Contact Center Enterprise (Unified CCE), Cisco Unified Intelligent Contact Management Enterprise (Unified ICM), Cisco Customer Response Solutions (Cisco CRS / Cisco Unified IP IVR), and Cisco Unified Customer Voice Portal (Unified CVP)

Voice mail and unified messaging components, such as Cisco Unity Connection

Endpoints and clients, such as Cisco Unified IP Phone 7900 Series phones

Wireless components, such as Cisco Aironet Access Points

Security devices, such as Cisco Catalyst 6500 Series Switch Firewall Services Module (FWSM), Cisco ASA 5500 Series Adaptive Security Appliances and Cisco Security Agents

Network management tools, such as Cisco Unified Operations Manager

Communications infrastructure devices, such as Cisco routers, gateways/gatekeepers, and switches


Note For a more complete list of contact center components that are included in a Unified Communications Release 6.1(1) system, see Software Version Matrix.

Tested Functionality

The features and functionality tested in Cisco Unified Communications System Release 6.1(1) were the same as in Cisco Unified Communications System 6.0(1). For a listing of the system-wide testing done on contact center components in the Cisco Unified Communications System Release 6.0(1), see the System Release Notes for Contact Center: Cisco Unified Communications System, Release 6.0(1) at:
http://www.cisco.com/univercd/cc/td/doc/systems/unified/uc601/relnotes/rnipc601.htm

Single stage upgrade of contact center components was performed from Cisco Unified Communications Release 6.0(1) versions to Cisco Unified Communications System Release 6.1(1) versions. The following major components were upgraded:

Unified Communications Manager to Release 6.1(1a)

Unified Contact Center Enterprise/Unified Intelligent Contact Management to Release 7.2(2)

Unified Contact Center Express (Unified IP IVR) to Release 5.0(2)

Unified Operations Manager to Release 2.0.2

Cisco IOS to Release 12.4(15)T3

For a list of the base Release 6.0(1) component versions, see the System Release Notes for Contact Center: Cisco Unified Communications System, Release 6.0(1) at:
http://www.cisco.com/univercd/cc/td/doc/systems/unified/uc601/relnotes/rnipc601.htm
For a list of the target Cisco Unified Communications System Release 6.1(1) versions that the contact center components were upgraded to, see Software Version Matrix.

System upgrade information is provided in the System Installation and Upgrade Manual for Contact Center at: http://www.cisco.com/univercd/cc/td/doc/systems/unified/uc611/siumipc/suimc611.pdf

New and Changed Features

Cisco Unified Communications Release 6.1(1) integrates telephony, conferencing (voice and web), messaging, and contact center products for enterprise IP customers in a variety of deployment models using SIP and SCCP endpoints over IP networks. The contact center system is a portion of the end-to-end system release for enterprise Cisco Unified Communications, which is centered on the latest Unified Communications Manager release.

The following sections provide brief overviews of new and enhanced features for Cisco Unified Communications System Release 6.1(1) components and links to release note documentation:

Cisco Unified Communications Manager

Cisco Unified Contact Center Enterprise and Cisco Unified Intelligent Contact Management Software

Cisco Customer Response Solutions

Cisco Unified Customer Voice Portal

Cisco Computer Telephony Integration Object Server

Cisco Agent Desktop

Cisco Unified Presence

Cisco Unified Operations Manager

Cisco IP Communicator

Cisco Unity Connection

Cisco IOS

Cisco Unified Communications Manager

Unified Communications Manager Release 6.1(1) includes the following changes and updates to functionality:

Installation process includes the following new features:

Ability to set the maximum transmission unit (MTU) size

Validates that a subsequent node can communicate with the first node

Simultaneous log in to Cisco Unified Communications Operating System and Cisco Unified Communications Manager Administration is not possible.

Changes to service parameters and enterprise parameters such as SIP TCP Unused Connection Timer, Join Across Lines Policy, Single Button Barge and Conference Barge Policy, and others.

Join Across Lines for conference chaining and bringing individual calls into session

Single Button Barge for convenient exit and entry of authorized user into calls

Enhancements to Unified Communications Manager such as:

Intercom for Cisco Extension Mobility—The new Default Activated Device field must be configured with intercom directory numbers for the intercom feature to function for users who log in to phones remotely using Cisco Extension Mobility.

Licensing for Cisco Unified Mobility—Cisco Unified Communications Manager Administration Configuration System and User Management menus, which enable you to specify and control the number of device license units that are consumed and credited for adjunct devices that are used specifically for Cisco Unified Mobility.

SIP Trunk Identification—Allows you to define how Cisco Unified Communications Manager identifies the SIP trunk to use for a call for rerouting purposes.

Serviceability enhancements to the Real-Time Monitoring Tool (RTMT) that include the ability to collect installation logs, display information on predefined Cisco Unified Communications Manager objects and new states on critical services, and others.

From the Unified Communications Manager User Options web page, users can now configure not just the call forward all option, but also the call forward busy, call forward no answer, and call forward no coverage user options.

For a detailed description of these and other new features and functionality, see Release Notes for Cisco Unified Communications Manager Release 6.1(1a) at:

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/rel_notes/6_1_1/cucm-rel_note-611a.pdf

Cisco Unified Contact Center Enterprise and Cisco Unified Intelligent Contact Management Software

Unified CCE and Unified ICM Release 7.2(2) is a maintenance release that contains fixes and a limited set of new functionality such as Unified Outbound Dialer Detail. This feature records detailed information about each outbound attempt in a new historical database table called "Dialer_Detail". This capability is enabled by default, so evaluate existing databases to ensure they can accommodate the new information, and resize them, if necessary, using the new ICMDBA Tool.


Note The Dialer_TCD feature is no longer supported. This functionality is replaced by Dialer_Detail records, and there is no migration from the Dialer_TCD table to the Dialer_Detail table.

For a detailed description of this new functionality and other information, see Release Notes for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.2(2) at:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_2/release/notes/ICM722ReleaseNote.pdf

Cisco Customer Response Solutions

Cisco CRS Release 5.0(2) (Unified IP IVR) software new features include:

Support for Cisco Unified E-Mail Interaction Manager (Unified EIM) and Cisco Unified Web Interaction Manager (Unified WIM) Release 4.2.2 SR1.

Supports upgrade from Release 4.5.x to 5.0(2) and from Release 5.0(1) to 5.0(2).

Microsoft Vista support for Cisco Agent Desktop (CAD) and Cisco Supervisor Desktop (CSD), Historical Report Client (HRC) and Editor.

Standard licence repackaging will not support CAD and will include skill-based routing. CAD support will be part of the Enhanced license package.

Support for SQL Server 2005 as enterprise database.

Support for WFO 1.1.

Support for Danish localization.

For a detailed description of Cisco CRS (Unified IP IVR) Release 5.0(2) supported and unsupported features and functionality, see Release Notes for Cisco Customer Response Solutions 5.0(2) at:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/express/crs5_02/release/notes/crs502rn.pdf

Cisco Unified Customer Voice Portal

In Cisco Unified Communications System Release 6.1(1), Unified CVP release version did not change from the previous Cisco Unified Communications System release.

For a detailed description of Unified CVP Release 4.0(2) features and functionality, see Release Notes for Cisco Customer Voice Portal (CVP) Release 4.0(2) at:

http://www.cisco.com/web/ccbu/CVP/4/0/2/0/0/0/CVP4.0.2_Release_Notes.pdf

Cisco Computer Telephony Integration Object Server

CTI OS Release 7.2(2) is a maintenance release that contains fixes to defects found in CTI OS Release 7.2(1) and earlier and does not have any enhancements. For additional information, see Release Notes for Cisco CTI OS Release 7.2(2) at: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_2/release/notes/CTI722RelNotes.pdf

Cisco Agent Desktop

In Cisco Unified Communications System Release 6.1(1), CAD release version did not change from the previous Cisco Unified Communications System release.

For a detailed description of CAD Release 7.2(1) features and functionality, see Release Notes for Cisco Agent Desktop 7.2(1) at:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_2/release/notes/cad721rn.pdf

Cisco Unified Presence

Cisco Unified Presence Release 6.0(2) can be installed on a VMWare platform, which enables Unified Presence to run on virtual machines in non-production, demonstration and development environments. However, Cisco does not offer support for such an environment. Since VMWare Player is not yet supported, only a fresh install of Unified Presence on an MCS or equivalent server is supported.

For a detailed description of this new functionality and other information, see Release Notes for Cisco Unified Presence Release 6.0(2) at:

http://www.cisco.com/en/US/docs/voice_ip_comm/cups/6_0_2/english/rel_notes/cup602rn.html

Cisco Unified Operations Manager

Unified Operations Manager Release 2.0.2 provides support for additional devices that are part of the Cisco Unified Communications System Release 6.1(1).

For a detailed description of Unified Operations Manager Release 2.0.2 features and functionality, see Release Notes for Cisco Unified Operations Manager 2.0.2 available at:

http://www.cisco.com/en/US/products/ps6535/prod_release_notes_list.html

Cisco IP Communicator

In Cisco Unified Communications System Release 6.1(1), IP Communicator release version did not change from the previous Cisco Unified Communications System release.

For a detailed description of IP Communicator Release 2.1(1) features and functionality, see Release Notes for Cisco IP Communicator Release 2.1 at:

http://www.cisco.com/en/US/products/sw/voicesw/ps5475/prod_release_note09186a0080758002.html

Cisco Unity Connection

In Cisco Unified Communications System Release 6.1(1), Unity Connection release version did not change from the previous Cisco Unified Communications System release.

For a detailed description of Unity Connection Release 2.0(1) features and functionality, see Release Notes for Cisco Unity Connection Release 2.0(1) at:

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/2x/release/notes/201ucrn.html

Cisco Unified IP Phone Support

For information on Cisco Unified IP Phone models, see the appropriate release notes at:

http://www.cisco.com/en/US/products/hw/phones/ps379/prod_release_notes_list.html

Cisco IOS

For a detailed description of Cisco IOS Release 12.4(15)T3 features and functionality, see Cross-Platform Release Notes for Cisco IOS Release 12.4T, Part 3: New Feature Descriptions and Important Notes at:

http://www.cisco.com/en/US/products/ps6441/prod_release_note09186a00804a19ae.html

System Requirements

This section provides the following information about the software versions of Cisco components and firmware versions of Cisco Unified IP phones used in system-wide testing of Cisco Unified Communications System Release 6.1(1) for Contact Center.

End-of-Sale Components

Deployment Considerations

Software Version Matrix

Firmware Version Matrix

Latest Software Upgrades and Licenses

End-of-Sale Components

The following components have reached end-of sale (EOS) status. However, because they are still supported and may be present in existing customer deployments, have remained installed in the Cisco Unified Contact Center Enterprise test beds for this Cisco Unified Communications System release.

Cisco MCS-7845H-3000

Cisco MCS-7835H-3000

Cisco MCS-7825H-3000

Cisco MCS 7845H-2400

Cisco MCS 7835H-2400

Cisco MCS 7855I-1500

Cisco MCS 7845-H1

Cisco MCS 7835-H1

Cisco 3550 Catalyst Switches (replaced by Cisco 3750 Catalyst Switches)

Cisco 3600 Series Routers (Cisco 3620, Cisco 3640A, and Cisco 3660 (non "-CO" models))

Cisco 3700 Series Routers (replaced by Cisco 3800 Series Routers)

Cisco Catalyst 6500 Series Supervisor Engine 2 / MSFC2

The EOS date is the last date to order the product through Cisco point-of-sale mechanisms. The product is no longer for sale. There is also an end-of-life (EOL) cycle that is a process that guides the final business operations associated with the product life cycle.

The EOL process consists of a series of technical and business milestones and activities that, once completed, make a product obsolete. Once obsolete, the product is not sold, manufactured, improved, repaired, maintained, or supported.

For information about recommended replacements, see the comprehensive list of announcements at End-of-Life and End-of-Sale Products at the following URL:
http://www.cisco.com/en/US/products/prod_end_of_life.html

For information on specific products, choose a product from the following URL:
http://www.cisco.com/en/US/products/sw/voicesw/tsd_products_support_category_home.html. Then click on the End-of-Life and End-of-Sale Notices link in the Product Literature box.

For an overview of the Products and Services EOL policy, see the information at the following URL:
http://www.cisco.com/en/US/products/products_end-of-life_policy.html

Deployment Considerations

Tables in this section list the recommended software and firmware releases based on Cisco Unified Communications System Release 6.1(1) for Contact Center. Note that not every rebuild is tested as part of the Cisco Unified Communications System testing. Therefore, additional regression testing in a customer or Cisco-specific certification lab is recommended before deployment.

When deploying the Cisco Unified Communications System in a customer environment, remember the following:

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 IOS, information about the latest releases, including deferral advisories, is available at:

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

At this URL, you can also access Feature Navigator and read about the Cisco IOS Roadmap.

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's product components before moving it to a production environment.

Software Version Matrix

Table 1 lists the software release versions of the system components in the contact center test environment. For links to the latest software upgrades and licenses for Cisco Unified Communications System Release 6.1(1) components, see Latest Software Upgrades and Licenses.

Table 1 Software Versions for Contact Center Components in Cisco Unified Communications System
Release 6.1(1) 

Category
Component
Release Version

Call Control

Cisco Unified Communications Manager1

6.1(1a)

Cisco Unified Presence1

6.0(2)

Contact Center

Cisco Unified Intelligent Contact Management and Cisco Unified Contact Center Enterprise

7.2(2)

Cisco Unified Intelligent Contact Management and Cisco Unified Contact Center Enterprise Operating System

Win2003 SP2/
Win2003 R2 SP2

Cisco Unified ICM Support Tools (Server and Agent)

2.2(1)

Cisco Customer Response Solutions (Unified IP IVR)

5.0(2)

Cisco Customer Response Solutions (Unified IP IVR) Operating System

2003.1.2a SR5

Cisco Unified Customer Voice Portal

4.0(2)2

Cisco Unified Customer Voice Portal Operating System

Win2003 SP2/
Win2003 R2 SP2

Voice Mail and Unified Messaging

Cisco Unity Connection

2.0

End Points and Clients

Cisco IP Communicator

2.1(1)

Cisco Unified IP Phones (7921 (Wireless), 7940, 7940G, 7960, 7960G, 7962, 7970, and 7970G)

Bundled with Unified 
Communications Manager

Network Management

Cisco Unified Operations Manager3

2.0.2

Security

Cisco Catalyst 6500 Series Switch Firewall Services Module (FWSM)

3.2(2)

Cisco Adaptive Security Appliance (ASA) 5540 Services

8.0(3)

CiscoWorks Management Center for Cisco Security Agents

5.0.0.216

Cisco Security Agent for Unified Communications Manager

Bundled with Unified 
Communications Manager

Cisco Security Agent for Customer Response Solutions

5.0.0.217-3.0.6

Cisco Security Agent for Unified Intelligent Contact Management

5.0.0.210-3.0.1

Cisco Security Agent for Unified Customer Voice Portal

5.2.0.203-2.2.1

Communications Infrastructure

Cisco 3725, 3745 (Unified CVP VXML, voice/data, H.323, SIP, and MGCP gateways)

12.4(15)T3

Cisco 3825, 3845 (Unified CVP VXML, voice/data, H.323, SIP, and MGCP gateways)

12.4(15)T3

Cisco AS5400HPX, AS5400XM (Unified CVP VXML, voice, H.323, and PSTN gateways)

12.4(15)T3

Cisco AS5850 (PSTN and voice gateway)

12.4(15)T3

Cisco 3745 (gatekeeper)

12.4(15)T3

RSVP Agent (on 37xx and 38xx platforms)

12.4(15)T3

Cisco 7206 (core/WAN router)

12.4(15)T3

Cisco 871 router

12.3(8)Y12

Cisco Catalyst 3750 (access switch)

12.2(25)SEE2

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

CatOS 8.5(8)

Cisco Catalyst 6506, 6509 (MSFC, Supervisor 2)

12.2(18)SXF8

Cisco Catalyst 6506, 6509 (Supervisor 720)

12.2(18)SXF8

Cisco CSS 11501 Content Services Switch

WebNs 7.50.3.3

Cisco Communication Media Module (CMM)

12.4(15)T3

Wireless

Cisco Aironet Access Point 1240AG

12.3-8.JA2

Third-Party Products

McAfee Antivirus

Enterprise 8.0.0 Patch Version: 11

1 See Resolved Caveats for important information on servers on which the component software is running.

2 See Cisco Unified Voice Portal Engineering Specials for important information on engineering specials associated with Unified CVP Release 4.0(2).

3 See Cisco Unified Operations Manager Defects for important information on defects associated with Unified Operations Manager Release 2.0(2).


Firmware Version Matrix

Table 2 lists the recommended firmware versions of the Cisco Unified IP Phones (SCCP and SIP) used in the contact center test environment.

Table 2 Firmware Versions of Cisco SCCP and SIP Phones in Cisco Unified Communications System Release 6.1(1) 

Component
SCCP Firmware Version
SIP Firmware Version

Cisco Unified IP Phone 7921G (Wireless)

CP7921G-1.0.5

not applicable

Cisco Unified IP Phone 7940

P00308000700

not applicable

Cisco Unified IP Phone 7941G

SCCP41.8-3-3SR2S

SIP41.8-3-3SR2S

Cisco Unified IP Phone 7960

P00308000700

not applicable

Cisco Unified IP Phone 7961G

SCCP41.8-3-3SR2S

SIP41.8-3-3SR2S

Cisco Unified IP Phone 7962G

SCCP42.8-3-3SR2S

SIP42.8-3-3SR2S

Cisco Unified IP Phone 7970

SCCP70.8-3-3SR2S

SIP70.8-3-3SR2S

Cisco Unified IP Phone 7971G

SCCP70.8-3-3SR2S

SIP70.8-3-3SR2S


Latest Software Upgrades and Licenses

The following are links to the latest software upgrades and licenses for Cisco Unified Communications System Release 6.1(1) components:

Unified Communications Manager, Unified IP Phones, Customer Response Solutions, Cisco Unified Presence, Cisco Unity Connection, Cisco Customer Contact software, Cisco Interactive Voice Response Product Family software: http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml

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

Catalyst switches:
http://tools.cisco.com/support/downloads/go/MDFTree.x?butype=switches

Wireless products: http://www.cisco.com/kobayashi/sw-center/sw-wireless.shtml

Firewalls and security modules: http://www.cisco.com/kobayashi/sw-center/sw-ciscosecure.shtml

Network management software: http://www.cisco.com/kobayashi/sw-center/cw2000/lan-planner.shtml

Cisco Agent Desktop Web Licensing Site: http://209.46.83.138/sws/WebLicensingInitial/InitialLicensePage.html

Cisco Unity Connection License Files:
http://www.cisco.com/en/US/products/ps6509/products_installation_guide_chapter09186a008055e1f6.html#wp1041859

Product Upgrade Tool (for ordering CDs of new major/minor releases):
http://tools.cisco.com/gct/Upgrade/jsp/index.jsp

Related Documentation

The components in these release notes, including the platforms tested, are discussed in the Technical Information Site at: http://www.cisco.com/cisco/web/docs/iam/unified/ipcc611/Install_and_Configure_System_Components.html

See this content for additional information on the components tested and links to relevant product documentation for installation and configuration procedures.

Installation and upgrade information for components that have been tested and verified during system testing is provided in the System Installation and Upgrade Manual for Contact Center at: http://www.cisco.com/univercd/cc/td/doc/systems/unified/uc611/siumipc/siumc611.pdf

For additional information on specific hardware recommendations or bills of material for each product, see the System Requirements section.

Table 3 provides links to the main page for documentation on various Cisco Unified Communications components, from which you can navigate to individual documents.

Table 3 Related Documentation URLs 

Category
Component
Documentation URLs

Call Control

Cisco Unified Communications Manager

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

Cisco Unified Presence

http://www.cisco.com/en/US/products/ps6837/tsd_products_support_series_home.html

Contact Center

Cisco Unified Intelligent Contact Management

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html

Cisco Unified Contact Center Enterprise

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html

Cisco Support Tools

http://www.cisco.com/en/US/products/ps5905/tsd _products_support_series_home.html

Cisco Customer Response Solutions (Unified IP IVR)

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Cisco Unified Customer Voice Portal

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

Computer Telephony Integration Object Server (CTI OS) and Agent Desktop

http://www.cisco.com/en/US/products/sw/custcosw/ps14/tsd_products_support_series_home.html

Cisco Agent Desktop (CAD) Server and Agent Desktop

http://www.cisco.com/en/US/products/sw/custcosw/ps427/tsd_products_support_series_home.html

Voice Mail and Unified Messaging

Cisco Unity Connection

http://www.cisco.com/en/US/products/ps6509/tsd_products_support_series_home.html

End Points and Clients

Cisco IP Communicator

http://www.cisco.com/en/US/products/sw/voicesw/ps5475/tsd_products_support_series_home.html

Cisco Unified IP Phones

http://www.cisco.com/en/US/products/hw/phones/ps379/tsd_products_support_series_home.html

Network Management

Cisco Unified Operations Manager

http://www.cisco.com/en/US/products/ps6535/tsd_products_support_series_home.html

Security

Cisco Catalyst 6500 Series Switch Firewall Services Module (FWSM)

http://www.cisco.com/en/US/products/hw/modules/ps2706/ps4452/tsd_products_support_model_home.html

Cisco Adaptive Security Appliance (ASA) 5540 Services

http://www.cisco.com/en/US/products/ps6120/tsd_products_support_series_home.html

CiscoWorks Management Center for Cisco Security Agents

http://www.cisco.com/en/US/products/sw/cscowork/ps5212/tsd_products_support_series_home.html

Cisco Security Agent for Unified Communications Manager

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

Cisco Security Agent for Customer Response Solutions

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Cisco Security Agent for Unified Intelligent Contact Management

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html

Cisco Security Agent for Unified Customer Voice Portal

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

Communications Infrastructure

Cisco IOS Software Release 12.4 T

http://www.cisco.com/en/US/products/ps6441/tsd_products_support_series_home.html

Cisco 3725, 3745 (Unified CVP VXML voice/data, H.323, SIP, and MGCP gateways)

http://www.cisco.com/en/US/products/hw/routers/ps282/tsd_products_support_series_home.html

Cisco 3825, 3845 (Unified CVP VXML, voice/data, H.323, SIP, and MGCP gateways)

http://www.cisco.com/en/US/products/ps5855/tsd_products_support_series_home.html

Cisco AS5400HPX, AS5400XM (Unified CVP VXML voice, H.323, and PSTN gateways)

http://www.cisco.com/en/US/products/hw/univgate/ps505/tsd_products_support_series_home.html

Cisco AS5850 (PSTN and voice gateway)

http://www.cisco.com/en/US/products/hw/univgate/ps509/tsd_products_support_series_home.html

Cisco 3745 (gatekeeper)

http://www.cisco.com/en/US/products/hw/routers/ps282/tsd_products_support_series_home.html

RSVP Agent (on 37xx and 38xx platforms)

http://www.cisco.com/en/US/products/hw/routers/ps282/tsd_products_support_series_home.html

Cisco 7206 (core/WAN router)

http://www.cisco.com/en/US/products/hw/routers/ps341/tsd_products_support_series_home.html

Cisco 871 router

http://www.cisco.com/en/US/products/hw/routers/ps380/tsd_products_support_series_home.html

Cisco Catalyst 3750 (access switch)

http://www.cisco.com/en/US/products/hw/switches/ps5023/tsd_products_support_series_home.html

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

http://www.cisco.com/en/US/products/hw/switches/ps708/tsd_products_support_series_home.html

Cisco Catalyst 6506, 6509 (MSFC, Supervisor 2)

Cisco CSS 11501 Content Services Switch

http://cisco.com/en/US/products/hw/contnetw/ps792/tsd_products_support_series_home.html

Cisco Communication Media Module (CMM)

http://cisco.com/en/US/products/hw/switches/ps708/tsd_products_support_series_home.html

Wireless

Cisco Aironet Access Point 1240AG

http://www.cisco.com/en/US/products/ps6521/tsd_products_support_series_home.html


The following URLs are additional links to related documentation:

Cisco Unified Communications System:
http://www.cisco.com/go/unified-techinfo

Voice documentation:
http://www.cisco.com/web/psa/products/index.html

Limitations and Restrictions

This section includes the following:

Important Notes

Resolved Caveats

Open Caveats

If you are a Cisco partner or a registered Cisco.com user with a Cisco service contract, you can use the Bug Toolkit to find caveats of any severity for any release. Access the Bug Toolkit at: http://tools.cisco.com/Support/BugToolKit/

Cisco also offers a Product Alert Tool that provides you the ability to set up one or more profiles that will enable you to receive email notification of new Field Notices, Product Alerts or End of Sale information for the products that you have selected. The Product Alert Tool is available at: http://tools.cisco.com/Support/PAT/


Note Not all caveats documented in this section are applicable to the contact center environment or deployment scenarios. They have been included for information purposes only.

Important Notes

This section includes important notes related to the testing of Cisco Unified Communications System Release 6.1(1) for Contact Center.

ASA Firewall Performance (CSCsg26064)

Bidirectional NAT on Firewall Services Module Not Supported for VoIP Calls (CSCsh83414)

Resolved Caveats

Cisco Unified Voice Portal Engineering Specials

Cisco Unified Operations Manager Defects

ASA Firewall Performance (CSCsg26064)

During a sudden or prolonged burst of certain traffic, Cisco ASA 5500 Series Adaptive Security Appliance may log error messages indicating no interface buffers available and exhibit lower performance, despite reporting CPU utilization of only 90%. Because the CPU utilization is an average calculation, it does not reflect the heavy load burst that caused the condition.

Bidirectional NAT on Firewall Services Module Not Supported for VoIP Calls (CSCsh83414)

On a Cisco Catalyst 6500 Series Switch Firewall Services Module (FWSM), you can configure the inspect ctiqbe command to enables CTIQBE protocol inspection which supports Network Address Translation (NAT) and Port Address Translation (PAT). However, Firewall Services Modules running Release 3.1(5) do not support bidirectional NAT for VoIP calls.

Unexpected Reboots on MCS7825-H2 Servers (CSCsl20970)

Cisco MC7825-H2 or HP DL320G4 servers running the following Cisco Unified Communications System Release 6.1(1) software may reboot unexpectedly:

Cisco Unified Communications Manager 6.1(1a)

Cisco Unified Presence 6.0(1)

Cisco Unified MeetingPlace Express 2.0(2)

Cisco Emergency Responder 2.0(3)

Servers with this issue will appear to become non-responsive for a period of time. If that period of time exceeds ten minutes, the server will reboot and return to normal operation. During the time of non-responsiveness, the server clock will stop updating and will continue to display the same time for the duration of the hang. The frequency of this system hang may vary from only once in many months to multiple times a week.

A diagnostic and a patch file to address this problem are available:

ciscocm.hpasm-7.8-verify.cop.sgn—A benign diagnostic file that does not affect any server resources; it simply indicates whether the server qualifies for the second file by verifying that the server is a MCS-7825-H2 and that version 7.6 or 7.7 of the HP Advanced Server Management software is installed. This diagnostic file will not install the fix.

ciscocm.hpasm-7.8-install.cop.sgn—A patch file that removes the older version of the HP Advanced Server Management software and replaces it with the newer 7.8 HP Advanced Server Management software, which addresses the sporadic system halts and reboots. Even if this event has not already occurred on a given server, Cisco recommends installing the second patch file on affected servers.


Note Once installed, the patch cannot be uninstalled.

The files are available at the Cisco Unified Communications Manager Utilities Software Downloads page (registered customers only) at:
http://www.cisco.com/cgi-bin/apps/tblbld/tablebuild.pl/callmgr-utilpage?psrtdcat20e2

Additional information on this issue is available at:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_field_notice09186a00808854a6.shtml

Cisco Unified Voice Portal Engineering Specials

Cisco Unified Communications System Release 6.1(1) includes Unified CVP Release 4.0(2). There are additional engineering specials that should be installed along with Unified CVP Release 4.0(2) to address the following defects:

Unified CVP 4.0(2) ES1: CSCsi79546, CSCsj01972, CSCsj20192

Unified CVP 4.0(2) ES2: CSCsk88062

Unified CVP 4.0(2) ES3: CSCsk95914, CSCsk37704

Click on the individual defect for more information and to access the associated engineering specials.

Cisco Unified Operations Manager Defects

The following defects have been identified for Cisco Unified Operations Manager Release 2.0(2):

CSCsk36823: Cisco Unified Operations Manager should support RouteListFailed and RouteGroupFailed events sent from Cisco Unified Communications Manager

CSCsl61793: Cisco Unified Operations Manager unable to poll registered gateways

CSCsl78085: No alert sent for Cisco Unified Communications Manager CPU spikes that occur for less than five minutes

These defects may be fixed in future service pack releases of Cisco Unified Operations Manager. For more information on each defect and to determine if a fix is contained in a subsequent release, click on the defect ID in the list above to view the defect's details and status in the Bug Toolkit (for registered customers only).

Resolved Caveats

Table 4 lists caveats, grouped by severity, that are resolved now but are not included in the recommended component versions of Cisco Unified Communications System Release 6.1(1) for Contact Center.


Note For information on the caveats that were resolved in specific versions of each component, refer to the appropriate release notes for each component.

To determine the software version that includes the fix, click on the linked caveat number in the Identifier column in Table 4 to go to the Bug Toolkit.

Table 4 Resolved Caveats Not Included in Cisco Unified Communications System Release 6.1(1) 

Identifier
Headline
Severity 1-3 caveats

CSCsi05452

CTI OS agent desktop of outbound agent displays the wrong dialing mode

CSCsk25778

CPU utilization by 'Voice Conferenci' process is very high when "Invalid socket" error messages occur

CSCsk45274

MCS Operating System upgrade causes the Task Scheduler service to become disabled

CSCsk59990

After upgrade, CTI OS agent desktop CtiosA/B values in registry were deleted

CSCsl05637

Timeout occurs while creating 50 CTI ports

CSCsl16440

System overview report failure causes active partition filling with large number of files

CSCsl59762

Unified CVP VRU PIM takes 30 seconds to become active after a PG failover

Severity 4-6 caveats

CSCeb41568

Unified Outbound Dialer Desktop display shows mode as PREDICTIVE, when the mode is PROGRESSIVE

CSCsi60925

Issuing a show debug command shows that syslog debug messages are enabled by default

CSCsl08658

Unified CVP H.323 mode does not provide call-specific RNA timeout capability

CSCsl70581

McAfee port exception list should not be configured with a space character


Open Caveats

Table 5 lists known caveats, grouped by severity, related to the testing of contact center components in Cisco Unified Communications System Release 6.1(1) and previous releases, which were not resolved at the time this document was written.

For additional information on each defect, click on the linked caveat number in the Identifier column in Table 5 to go to the Bug Toolkit.

Table 5 Open Caveats in Cisco Unified Communications System Release 6.1(1) 

Identifier
Headline
Severity 1-3 caveats

CSCse58807

CPU is not protected by current ARP throttling code

CSCsf07135

Adaptive Security Device Manager (ASDM) connection may cause packet loss

CSCsg13979

Inside ACL and Same-Security settings on Adaptive Security Appliance (ASA) allows SIP/SCCP signaling but no audio

CSCsg33442

Drives not detected correctly on MCS 7845-H1 platform

CSCsh06553

Extension Mobility auto-logout occurs after Extension Mobility login to another phone fails many times

CSCsi40221

Unified Operations Manager generates false BackupActivated alerts for gateways

CSCsi56067

Adaptive Security Appliance (ASA) Unicorn Admin Thread process consumes CPU when new Adaptive Security Device Manager (ASDM) connection launched

CSCsi57171

Adaptive Security Appliance (ASA) Dispatch Unit process consumes CPU when new Adaptive Security Device Manager (ASDM) connection launched

CSCsi70718

Cisco IP Communicator SCCP client not registered in SRST mode

CSCsj27101

Unified Communications Manager Ethernet interface (eth0) stops functioning and logs NETDEV WATCHDOG error

CSCsk10870

CPU utilization by SSH process is very high while transferring IOS image to a device

CSCsk37734

Uploading duplicate contact in an outbound campaign fails; however, the import tool displays upload successful message

CSCsk39272

RisDC core dump after server reboot or Unified Communications Manager Release 5.1(3.1000-2) upgrade

CSCsk46742

Critical services in Unified Communications Manager fail when a single hard disk drive fails

CSCsk62515

No failure alert in Unified Communications Manager when RTMT hardware fails during boot up

CSCsk85285

Cisco Unified Mobile Agent phone loses RTP when agent has been idle for 5 minutes or more

CSCsl17593

Update documentation to explain the G.722 incompatibility with Unified Communication Manager software conference bridge

CSCsl34659

Unified Communications Manager requires manual intervention for database replication after performing system recovery

CSCsl52812

Unity Connection intermittent fail-safe while retrieving messages

CSCsl55131

After upgrade to Unified Communications Manager 6.1(1a), RTMT reports DBReplicationFail alert temporarily

CSCsl56249

During backup of TFTP directory using (Disaster Recovery System), the CPU usage increases momentarily above 90%, when the TFTP directory is above 1GB in size

CSCsl57291

Unified CVP Voice Browser H.323 Service restarts suddenly in heavy traffic conditions

Severity 4-6 caveats(

CSCdv21481

Unified Communications Manager TFTP issues in large scale Cisco 7900 Series Unified IP Phone deployments

CSCea82559

Unified Communications Manager in call throttling mode still accepts incoming calls

CSCsb92419

Unified Communications Manager does not support static codec G.726r32 on a SIP trunk

CSCsb96065

BAT.xlt Device and Line fields should match the Unified Communications Manager phone fields

CSCsb96526

Job Configuration Page does not automatically update

CSCsc30731

Multicast Music-On-Hold not supported by SIP gateway

CSCsd56104

Resetting CFwdALL on Unified IP Phones does not produce correct tone

CSCsd62658

Certificate Authority Proxy Function (CAPF) logging requires service restart

CSCsd64029

Bulk Administration Tool (BAT) should support more than 12,000 records per transaction

CSCse06753

No protection for limiting number of active nailed up callers

CSCsf04535

Unified Communications Manager Recovery CD should have hardware diagnostic option

CSCsg51364

Several Unified Communications Manager critical alarms need option for being sent to remote syslog server

CSCsh67902

Codec preference not getting used during calls through an IP-to-IP Gateway

CSCsh69250

Call is dropped when Unified Communications Manager Assistant does not have enough bandwidth

CSCsh76093

Disaster Recovery System does not back up or restore its own settings

CSCsh80286

After Unified Communications Manager upgrade, you cannot access the Alert Central window after opening an Real-Time Monitoring Tool (RTMT) saved profile with Alert Central

CSCsi26984

Need a way to set Unified Communications Manager route list and route group thresholds using Unified Operations Manager Service Level View

CSCsj20487

Update documentation for changing a Unified Communications Manager cluster's or cluster node's IP address

CSCsk62385

Secure SCCP Unified IP Phone transfers call to unsecure SIP Unified IP Phone, but SCCP Unified IP Phone shows padlock indicating call is secure

CSCsk64072

During a new installation of CRS as Unified IP IVR in a Unified Contact Center Express deployment, the Unified ICM subsystem configuration shows "Service Control: with No selected as the default choice"

CSCsk70971

NTP server synchronization problems when external NTP server is unavailable

CSCsk74637

Updating CTI ports returns a null pointer exception message


Troubleshooting

For important troubleshooting information, tips, and recommendations related to the testing of Cisco Unified Communications System Release 6.1(1) for Contact Center, see Troubleshooting information at: http://www.cisco.com/cisco/web/docs/iam/unified/ipcc611/Introduction_to_Troubleshooting.html

Documentation Updates

Technical Information Sites—The Cisco Unified Communications System Technical Information Site at http://www.cisco.com/go/unified-techinfo is your one-stop location for all system-level documentation, resources, and training. This site provides information on tested deployment models and sites, topology diagrams, and call flows.

The information sites specific to IP telephony and contact center system applications for Cisco Unified Communications System Release 6.1(1) are:

Cisco Unified Communications System for Contact Center Release 6.1(1) at:
http://www.cisco.com/cisco/web/docs/iam/unified/ipcc611/index.html

Cisco Unified Communications System for IP Telephony Release 6.1(1) at:
http://www.cisco.com/cisco/web/docs/iam/unified/ipt611/index.html

System Installation and Upgrade Manual—The document provides system-level information required to install and upgrade contact center components, including types of installations, upgrade paths, installation and upgrade strategies and considerations, and the recommended installation and upgrade sequences. This document is available at: http://www.cisco.com/univercd/cc/td/doc/systems/unified/uc611/siumipc/siumc611.pdf

System Test Results for Contact Center: Cisco Unified Communications System Release 6.1(1) —Test results of the contact center system testing are now available at: http://www.cisco.com/cisco/web/docs/iam/unified/ipcc611/System_Test_Results.html

Obtaining Documentation, Obtaining Support, and Security Guidelines

For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html