Feedback
Contents
- Release Notes for Cisco Unified Contact Center Express Release 9.0(1)
- Introduction
- New Features in Unified CCX 9.0(1)
- Related Documentation
- Installation Notes
- Upgrade Paths to Unified CCX 9.0(1)
- Ordering the Upgrade Media
- Adding a New License
- Upgrade to Unified CCX 9.0(1)
- Unsupported Servers for Unified CCX 9.0(1)
- Unified CCX Supported Languages
- Unsupported Configurations and Scenarios for Unified CCX
- Unsupported and Supported Actions for Unified CCX Agents
- Unsupported Actions for Unified CCX Agents
- Supported Configurations for Agent Phones
- Unsupported Configurations for Agent Phones
- Unsupported Features in Unified CM and Cisco BE 6000
- Scalability Requirements
- Contact Dispositions in Unified CCX Real-Time Reports and Historical Reports
- Caveats
- Using Bug Toolkit
- Open Caveats
- Open Caveats
- Closed Caveats
- Resolved Caveats
- Troubleshooting
- Obtaining Documentation Support and Security Guidelines
- Obtaining Technical Assistance
- Submitting a Service Request
Release Notes for Cisco Unified Contact Center Express Release 9.0(1)
These release notes describe important information and caveats for Cisco Unified Contact Center Express Release 9.0(1).
- Introduction
- New Features in Unified CCX 9.0(1)
- Related Documentation
- Installation Notes
- Upgrade Paths to Unified CCX 9.0(1)
- Unsupported Servers for Unified CCX 9.0(1)
- Unified CCX Supported Languages
- Unsupported Configurations and Scenarios for Unified CCX
- Unsupported and Supported Actions for Unified CCX Agents
- Scalability Requirements
- Caveats
- Troubleshooting
- Obtaining Documentation Support and Security Guidelines
Related Information
Introduction
Cisco Unified Contact Center Express (Unified CCX) provides a multimedia (voice, data, and web), IP-enabled customer-care application environment that enhances the efficiency of contact centers. It provides an integrated Automatic Call Distribution (ACD), Unified IP IVR, and Computer Telephony Integration (CTI) virtual contact center solution with support for up to 400 agents and 400 ports.
New Features in Unified CCX 9.0(1)
Unified CCX 9.0(1) provides the following new features:
The following list provides a list of high-level overview of these new features:
- Web Chat:Unified CCX Premium provides the facility for end users to initiate a chat session with the agent, from a website, typically the public website of the organization using Unified CCX. Unified CCX provides separate agent and supervisor web applications, and real-time and historical reports for Chat. The chat functionality requires Cisco SocialMiner to be deployed.
- Cisco Unified Intelligence Center: Cisco Unified Intelligence Center (Cisco Unified IC) is a web-based reporting solution that provides historical reporting and customizable dashboards, depending on the user role and Cisco Unified IC object permissions. This solution is embedded with Unified CCX 9.0(1) on all packages (Standard, Enhanced, and Premium) in addition to Historical Reporting Client (HRC). Selection of HRC or Cisco Unified IC is available at system level and either one of the two can be selected from the Cisco UCCX Application Administration interface. HRC is selected by default.
- Unified sign-on: You can log in to Cisco Unified CCX Administration with the Application user credentials in addition to the end user credentials. An end user is a user configured on the Cisco Unified Communications Manager (Unified CM) with administrator capability in Unified CCX. An Application user is a user configured during the installation of Unified CCX and has administrator capability by default.
- SElinux: SELinux (Security Enhanced Linux is used as the underlying platform security framework instead of CSA (Cisco Security Agent). By default, SELinux is installed in ENFORCED Mode with a strict configuration. Application CLI commands have been provided to control and manage the security framework.
- Cisco Mobile Skill Manager: A Unified CCX supervisor can use the Cisco Mobile Skill Manager on a smart phone to remotely manage the skill data of all associated agents. The total number of skills available and the skills assigned to an agent cannot go beyond the session limits dictated by the platform. This application is not native and can run on smart phones running iOS 5.x and later with Safari browser, and Android 2.x and later with default browser.
- Increase in High Availability recording space: While the amount of disk storage allocated for recordings on a single-server (non-HA) deployment remains the same at 2.6 GB, in the case of HA deployments, recordings alternate between two servers to provide load balancing and redundancy. This provides 5.2 GB of recording storage in the case of HA deployments.
Removal of Cisco Unified Communications Manager Express and UC500 support
The Unified CCX deployment with Cisco Unified Communications Manager Express (Unified CME) is not supported from Unified CCX 9.0(1).
- During the installation of Unified CCX 9.0(1), the user is not given an option to select the deployment type. By default, the Unified CCX is deployed with Unified CM only.
- The upgrade path from Unified CCX 7.x and Unified CCX 8.x CME-based deployment to Unified CCX 9.0(1) is not supported. You must perform a fresh install of Unified CCX 9.0(1).
Related Documentation
See the Documentation Guide for Cisco Unified Contact Center Express at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
To view the release notes for previous versions of Cisco Unified Contact Center Express, go to:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html
Installation Notes
For step-by-step installation and upgrade instructions for Unified CCX 9.0(1), refer to the Cisco Unified CCX Installation guide, available at the URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html
NoteDNS is mandatory for Unified CCX 9.0(1). If DNS is not configured on 8.x, it must be configured after upgrading to 9.0(1).
Upgrade Paths to Unified CCX 9.0(1)
For information about supported Unified CCX upgrades, see the Cisco Unified CCX Software and Hardware Compatibility Guide, available at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Adding a New License
After you upgrade to Unified CCX 9.0(1), you need to add a new license through the menu option from the Unified CCX Application Administration menu bar. See the Cisco Unified CCX Administration Guide Release 9.0(1) for detailed information on how to upload Unified CCX licenses; go to http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851ag.pdf.
Upgrade to Unified CCX 9.0(1)
For upgrades from Unified CCX 8.x to Unified CCX 9.0(1), apply the Cisco Options Package (COP) patch file "ciscouccx.refresh_upgrade_v1.1.cop.sgn" before beginning the upgrade process. To access the latest software upgrades for all versions of Unified CCX, go to the Cisco website: http://www.cisco.com.
Note
- You can apply this COP patch file using GUI (graphical user interface) or CLI (command line interface). For more information, see Cisco Unified Communications Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR Release 9.0(1) available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html
- Ensure that you are on Version 8.0(2) SU4 or 8.5(1) SU3 to apply the COP patch file. If you are running on a lower version, you must upgrade to 8.0(2) SU4 or 8.5(1) SU3 and apply the COP patch file later.
- Before starting the upgrade, the COP patch installation is mandatory on both the nodes of a Unified CCX cluster.
- After you install the COP patch, you must reboot the system.
Unsupported Servers for Unified CCX 9.0(1)
Some of the servers supported by Unified CCX 8.x are no longer supported by Unified CCX 9.0(1). For information regarding the supported Unified CCX servers, see the Software and Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR, available at:
NoteUCCX 9.0(1) requires a minimum of 4 GB of RAM. MCS-7816-I4-CCX1 and MCS-7825-I4-CCX1 servers will require a RAM upgrade to at least 4 GB in order to upgrade to Unified CCX 9.0(1).
If you have an unsupported server and plan to upgrade to Unified CCX 9.0(1), see the Replace Server Hardware section in the Disaster Recovery System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 9.0(1) available at:
Unified CCX Supported Languages
Cisco Unified CCX supports these languages:
- Arabic (only prompts)
- Chinese (Simplified)
- Chinese (Traditional)
- Danish
- Dutch
- Finnish (CAD/CSD and prompts)
- French
- French (Canadian)
- German
- Hebrew
- Italian
- Japanese
- Korean
- Malay
- Norwegian (CAD/CSD and prompts)
- Polish
- Portuguese
- Russian
- Spanish
- Swedish
- Thai
- Turkish
The Cisco Agent Desktop, Cisco Agent Desktop - Browser Edition, Cisco Supervisor Desktop, and Cisco IP Phone Agent quick start guides, and Cisco Unified CCX Historical Reports User Guide are available in these languages at this URL:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/tsd_products_support_translated_end_user_guides_list.html
For a detailed list of language localizations that are implemented for different portions of this release, see the Cisco Unified ICM/Contact Center Product and System Localization Matrix, which is available at this URL:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/localization_matrix/guide/G11nMap.xls
Unsupported Configurations and Scenarios for Unified CCX
Unified CCX 9.0(1) does not support the following configurations:
- Shared lines for CTI ports and for CTI route points.
- Expansion servers, except for automatic speech recognition (ASR) or text-to-speech (TTS), which must be separate, dedicated servers.
- Consult transfer that is initiated from VRU script with ICM is not supported.
- ICD call answer/transfer using any third-party attendant console desk software is not supported with Unified CCX.
- Using the "place call" step to generate a call and thereafter placing this call (generated from the "place call" step) in a queue within the same script.
- SIP REFER between a switchboard and Unified CCX is not supported if the transfer is completed after the call has been answered on the Unified CCX CTI port due to media reestablishment issues.
- During TTS prompt playback, if the call is put on hold and retrieved back, the prompt does not get continued from where it was left.
Unsupported and Supported Actions for Unified CCX Agents
This section outlines the unsupported and supported actions for agents using Cisco Agent Desktop or Cisco Unified IP Phone Agent Service.
- Unsupported Actions for Unified CCX Agents
- Supported Configurations for Agent Phones
- Unsupported Configurations for Agent Phones
- Unsupported Features in Unified CM and Cisco BE 6000
Supported Configurations for Agent Phones
To determine the phone devices that are supported by Cisco Agent Desktop and for use by Cisco Unified IP Phone agents, see the Cisco Unified CCX Software and Hardware Compatibility Guide.
Following configurations are supported on agent phones:
- A Unified CCX extension that is configured on a single device (but not on multiple devices).
- A Unified CCX extension that is configured in a single device profile (but not in multiple device profiles).
- Multiple agents sharing the same Unified CCX extension, which you can set up as follows:
In this configuration, only one agent at a time can be logged in.
Note
All agents who currently have the Unified CCX extension to be shared must log out before you can configure additional agents to share that extension.
Unsupported Configurations for Agent Phones
The following configurations are not supported for agent phones:
- Two lines on an agent phone that have the same extension but exist in different partitions.
- A Unified CCX extension that is assigned to multiple devices.
- Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring a Unified CCX extension in a single device profile is supported.)
- In the Unified Communication Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.
- In the Unified Communication Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.
- Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.
- No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.
- The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point.
- Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.
- Configuring the Unified Communication Manager intercom feature.
- Configuring the hold reversion feature.
- Agent extensions cannot be added to hunt lists/groups. If an agent has only one line, then the agent phone can not be part of a hunt list/group. In the case of multiple line, none of the monitored lines should be part of the hunt group. For more details on multiple lines support and number of monitored lines, see Cisco Unified Contact Center Express Solution Reference Network Design, available here: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html.
Unsupported Features in Unified CM and Cisco BE 6000
The following Unified CM features are not supported by Unified CCX 9.0(1). These features are disabled by default and should not be enabled for Cisco Unified CCX. For more information about these features, refer to the Unified CM documentation.
- Block External to External Transfer
- DSCP IP CTIManager to Application service parameter You can enable this service parameter for Unified CM but it does not affect Unified CCX
- Advanced Ad Hoc Conference Enabled service parameter
- Drop ad hoc conference when creator leaves
- Signaling (QSIG) Path Replacement (PR). This feature must be disabled when Unified CCX is deployed. To disable this feature, set the Unified CM service parameters Path Replacement Enabled and Path Replacement on Tromboned Calls to False.
- Forced Authorization Code and Client Matter Code Because these features can be enabled per route pattern, they should be turned off for all route patterns in the Unified CM cluster that Unified CCX might use. Enabling these features for route patterns that Unified CCX does not use does not affect Unified CCX.
- Multilevel precedence and preemption (MLPP) You can enable this feature for devices in the cluster that do not interact with Unified CCX.
In addition, do not use Unified CM Administration to add or change CTI ports or route points that are used by Unified CCX or application users that are created by Unified CCX.
Scalability Requirements
For information on maximum capacities for various Unified CCX 9.0(1) items, see Cisco Unified Contact Center Express Data Sheets.
The supported call rate Busy Hour Call Completions (BHCC)on a given platform depends on the number of IVR Ports and the average call duration.
Actual capacity depends on the total server points that are determined by profiling testing. In addition, the maximum BHCC rate on a server is limited by the number of configured CTI ports and the use of other features.
Related Information
Contact Dispositions in Unified CCX Real-Time Reports and Historical Reports
The following list contains information about contact dispositions on various Cisco Unified CCX real-time reports and historical reports.
- Many real-time and historical reports show the disposition of a call. The Contact Service Queue Activity Report (by CSQ or by Interval) shows calls as Handled, Abandoned, and Dequeued. The Contact Service Queue Activity Report shows calls as Handled, Abandoned, Dequeued, and Handled by Other Contact Dispositions in Unified CCX Real-Time Reports and Historical Reports.
- A contact that is queued and answered by an agent shows as handled in real-time and in historical reports.
- A contact that is queued but abandoned before it is answered by an agent is shown as handled in the Overall Unified CCX Stats real-time report if a SetContactInfo step in the workflow marks the call as handled. Otherwise the call is shown as abandoned. The CSQ Unified CCX Stats real-time report shows the call as abandoned in both cases because it does not take into account the SetContactInfo step. For more information about theSetContactInfo step, see the Cisco Unified CCX Scripting and Development Series: Volume 2, Editor Step Reference Guide.
- The historical CSQ reports takes into account whether a contact is marked as handled by the SetContactInfo step to determine if a contact is dequeued. The CSQ IP Unified CCX Stats report does not take into account the SetContactInfo step. Therefore, if a call is queued, then marked as handled, and then disconnects, the historical CSQ reports shows the call as dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled by Other (handled by workflow script) on the CSQ Activity Report. The real-time CSQ Unified CCX Stats report shows it as abandoned.
- If the Dequeue step is used, the CSQ historical reports shows a contact as dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled by Other (handled by another CSQ, in this case) on CSQ Activity Report, but only if the contact is marked as handled. If a call is dequeued (by the Dequeue step), and then disconnects without being marked handled, the CSQ historical reports shows the contact as abandoned.
- If a call is dequeued using the Dequeue step and the caller drops, the CSQ Unified CCX Stats real-time report shows the call as dequeued. If a call is dequeued from CSQ1 and is eventually handled by CSQ2, the CSQ Unified CCX Stats report shows the call as dequeued for CSQ1 and handled for CSQ2. If a call is queued on multiple CSQs and is eventually handled by CSQ1, the CSQ Unified CCX Stats report shows the call as handled for CSQ1 and dequeued for all other CSQs.
Caveats
Using Bug Toolkit
Cisco Release Notes normally include tables listing all open and resolved (those that have been fixed the last release) defects of the following severity levels:If you have an account with Cisco.com, you can use the Bug Search tool to find caveats of any severity for any release.
Access the Bug Search tool at https://www.cisco.com/cisco/psn/bssprt/bss. Enter the bug identifier in the search box and press return or click Search.
Open Caveats
Open Caveats
The following table lists the open defects in this release.
Table 1 Open Caveats for Cisco Unified Contact Center Express Identifier
Headline
CSCtr96855
Agent Email: On startup, email tab keeps showing 'Loading' animation
CSCtw74252
JPN: UCCX: HR: Some report types do not have their descriptions
CSCtx96470
UCCX EmailCSQ Agent Activity Report - Routed In Vs. Retrieved Definition
CSCtz37360
Alarms with UNKNOWN_ALARM are logged even when local syslog disabled
CSCtz85181
Scheduled collection of Zip file fails.
CSCua33885
UCCX: HR data has incorrect session/sequence number
CSCua50113
Traffic Analysis Hist Reports: Dates are not chronologically listed
CSCua56872
OutBound agent getting stuck in Reserved state in Load test bed
CSCua65636
Notification terminology mismatch between CCX and SocialMiner
CSCua66097
HRC start error on Chinese system
CSCua67945
SPA:HRC: Error 5041 opening Chat Agent Summary report
CSCua68002
ALL-LANG:HRC: Chat reports tables are misaligned
CSCua68130
Template need to be corrected in CUIC for chat traffic analysis report
CSCua69844
campaigns are not listed in filter page for preview outbound reports
CSCua71122
Failed to retrieve config database size after RU from 8.X to 9.0(1)
CSCua71193
Hyperlinking of phone numbers only works on first browser tab
CSCua71224
ICD call not offered to agent though he is ready and has skill
CSCua73971
UCCX Disaster Recovery Guide incorrectly states Node 1 backup procedure
CSCua78630
UCCX Arabic number incorrect pronunciation
Closed Caveats
The following table contains information about the known limitations in the latest Cisco Unified Contact Center Express release. Cisco has evaluated these defects on a case-by-case basis. For each defect, we have determined that one of the following is true:
Identifier
Headline
CSCtr96855 Agent Email: On startup, email tab keeps showing 'Loading' animation CSCtw74252 JPN: UCCX: HR: Some report types do not have their descriptions CSCtx96470 UCCX EmailCSQ Agent Activity Report - Routed In Vs. Retrieved Definition CSCtz37360 Disable local syslog is not working CSCtz85181 Scheduled collection of Zip file fails. CSCua33885 UCCX: HR data has incorrect session/sequence number CSCua50113 Traffic Analysis Hist Reports: Dates are not chronologically listed CSCua52405 ECC variable array iteration provisioning throws ICM_Encoding_Error CSCua56872 OutBound agent getting stuck in Reserved state in Load test bed CSCua59504 Cisco Media Terminal Group settings not retained after RU CSCua65309 UCCX Help Chat Wizard CSCua65636 Notification terminology mismatch between CCX and SocialMiner CSCua66097 HRC start error on Chinese system Resolved Caveats
This section lists all caveats that are resolved for this release.
Bugs are listed in order of severity by the bug identifier. Because defect status continually changes, be aware that this document reflects a snapshot of the defects that were resolved at the time this report was compiled.
The following sections list caveats that are resolved in Cisco Unified Contact Center Express but that may have been open in previous releases.
Table 2 Resolved Caveats for Cisco Unified Contact Center Express Identifier
Headline
CSCtq05325
need to change ccm makefile to build WFChat before WFReporting
CSCtq82576
Error During creation and modification of widget
CSCtq96106
Issues found on Social Miner Config pages
CSCtr10991
Creation of widget fails when SM is not configured/No warning messages
CSCtr14530
No config data is retained when previous button is clicked in Chat CSQ c
CSCtr16922
Chat Menu Items should be visiable only for Premium License
CSCtr17463
Previous button doesnt work in new chat CSQ config
CSCtr18584
Sorting of chat CSQs fails
CSCtr19543
Not able to view Chat related Real time report after license upgrade
CSCtr20473
Core dump is generated on Cisco Desktop VoIP Monitor
CSCtr22839
Username, logout button gets displayed even after Chat CSQ page timeout
CSCtr47278
Wrong input Validation in Chat CSQ & Chat System parameter config
CSCtr47929
ChatWidget list is not getting resync after Sub comes up and CDS enabled
CSCtr50235
CCX WebService shows UNknown state on the second node.
CSCtr75120
Not able to view/Edit the saved Chat CSQ Configuration
CSCtr77038
SM Config page blanks out when Username or Password is changed in SM
CSCtr82449
Components not getting listed during comp activation during initial app
CSCtr82473
Timezone environment variable is not set during install
CSCtr84824
Error page is displayed when you login after timeout from Chat CSQ page
CSCtr87159
An unknow error message is shown when an INvalid IP is used with SM Conf
CSCtr87169
Social Miner password is exposed under MIVR logs during Authentication
CSCtr87174
Input Validation fails in SM for all UN and Passwords less than 6 char
CSCtr91291
Unable to launch the RTMT
CSCtr91457
Appadmin allows creation of Duplicate Chat CSQ
CSCtr93648
Chat Agent Login shows Invalid Username and Password when AXL is down.
CSCtr94034
No boundary check on Competence level in Chat CSQ Skill association page
CSCtr96255
Error in Creation Of team
CSCtr99662
Apadmin does not come up until couple of Tomcat restarts
CSCts40454
basic CSD functionality not working in UCCX 901
CSCts40462
Recording functionality not working in CAD application in UCCX 901
CSCts40474
CAD application do not respond to outbound calls in UCCX 901
CSCts57932
RTMT reports AMC is not running
CSCts63761
Unable to traverse from Appadmin to Unified serviceability as an Appuser
CSCts63765
Not able to start the UCCX services through CLI
CSCts63781
CDP Agent is not getting registered with the DRS
CSCts63807
Need to fissionise platfrom-install/Makefile
CSCts63821
Alarm interface bind failures in the RTMT Syslog Viewer
CSCts66321
Campaign not running after Failover
CSCts66532
Engine failed with a StackOverflowError in RouteAndQueue.
CSCts68496
Incorrect CLI service names
CSCts71634
UCCX 9.0 should be added to the Node Lock Current Version List
CSCts71904
L2 up gradation is failed from form 9.0.0.96000-57 to 9.0.0.96000-58.
CSCts74656
Chat Widget page is not working after migrating to 9.0 build 10
CSCts85313
Second Node Installation fails with CUIC DB error
CSCts85524
UCCX specific Alerts are not listed in RTMT Alert Central
CSCts87839
HRC Login fails due to database connection error
CSCts98048
L2 upgrade fails during ISO validation phase.
CSCtt04848
Not able to launch UCCX Editor Application
CSCtt10384
Check/Uncheck all buttons of trace config page not working
CSCtt24701
UCCX RTMT tool missing tab "CISCO Unified CCX" after upgrade.
CSCtt29935
In Refresh upgrade secondary node may validate the primary node version
CSCtt37596
UCCX: Cisco DRF failed to backup component CCXCOMPONENT
CSCtu20026
Requeued Chat contact is not presented to the available Chat Agent
CSCtu38683
Assigning capabilty fails if end user id is same as application user id
CSCtu42360
Opening Expression Editor throws Error
CSCtu51964
Not able to launch UCCX Editor 9.0 from Windows 7
CSCtv10223
UCCX SNMP Java Adapter stopped.MIB walk Voice Agent returns empty result
CSCtw18035
few cli commands not working
CSCtw45904
Editor repository not in sync with ccx
CSCtw48217
Refresh upgrade failure <Function: execute_shell_cmd(), exportcucm.py i>
CSCtw51769
Agent state moves to Ready state instaead of Not ready for non ICD call
CSCtw52185
Chat CSQ Page lists all the CSQs when the Pub DB is down.
CSCtw53546
Switch version forward failing<Error while taking backup of Unified CCX>
CSCtw57783
Click on Show Resource Button with Invalid comp levels throws 2 warnings
CSCtw76979
CVD fails to come up after L2 upgrade from 8.5/9.0 IR1 to 9.0 IR2
CSCtw79331
Fix 8.5 to 9.0(1) IR2 upgrade issues due to CUIC integration
CSCtw97356
CUIC CLI Errors in IR2 build
CSCtw97528
Restoring older backup would fail on UCCX 9.0 IR2
CSCtw98007
Dashboard Designer role for HR user and supervisor
CSCtw98400
CUIC Datasource does not change to non-master node after add2cluster
CSCtx00121
Error message after successful login to RTMT
CSCtx14617
Opening a workflow script in windows 7 throws OutOfBoundsException error
CSCtx15150
Tomcat is not coming up
CSCtx20851
Selected Provider is not considered from the AXL Provider Config Pop-up
CSCtx21567
UCCX : Restore of CCXCOMPONENT is failing after RU
CSCtx21613
UCCX: CALL_DELIVERED_EVENT with incorrect ConnectionCallID sent to CAD
CSCtx29560
Chat contact is not getting allocated unless the state is changed
CSCtx29642
Switch back fails after performing refresh upgarde and switch fwd
CSCtx31476
L2 upgrade fails when SELinux is not disabled
CSCtx37442
Doc changes for CSCtu38683
CSCtx42257
Not able to login Chat agent
CSCtx57125
Cisco Tomcat does not come up after RU
CSCtx58895
CCX Agent Datastore component activation failed during Add to cluster
CSCtx64274
Switch Version fails on Node 2
CSCtx64660
Unable to log in to Editor due to NoClassDefFoundError
CSCtx67558
CUIC Switch and Component activation fails
CSCtx78746
RTR is not updated when the ChatAgent lost network connectivity
CSCtx80916
Chat CSQ list page throws error when a CSQ created with skill having -
CSCtx81809
Auto switch version does not work
CSCtx96764
ASDR and RTR shows agent data even when agent timeout for login.
CSCty01291
L2 on UCCX node 2 fails while executing cm-dbl-install script.
CSCty01720
Failure during Basic command execution for command 'show uccx dbcontents
CSCty05804
In Analysis manager,Unable able to perform test connection for UCCX node
CSCty10519
UCCX db purge functionality works intermittently
CSCty19455
While performing RU - automatic switch version option is enabled
CSCty21094
During intial appadmin config CME is displayed as service provider
CSCty26571
http triger fails
CSCty29660
UCCX Upgrade failed at switchversion.
CSCty41567
Login - connectivity issue with tunnel
CSCty43004
In HA,Chat contacts which are handled are marked as abandoned in UCCX db
CSCty45489
RTR shows longest handling and Avg handling times for Abandonded contact
CSCty57132
RMCM,JTAPI,AXL Related show/util commands failing selinux enforce mode
CSCty60864
Log in to chat supervisor desktop is not happening for below scenarioes
CSCty60893
Dynamically modification causing problem for CSD report
CSCty61689
Same contact getting allocated to different agents
CSCty64405
SMTP Configurations done on Node1 are not getting replicated to Node2
CSCty79847
Inconsistency between two nodes RTR reports csq and Resource data.
CSCty79882
JMS clustering is not working with latest IR3 build.
CSCty79913
Auto redirect of agent URL is not directed to FQDN during fail scenerios
CSCty80484
Chat contact END button is not working for the contact during failover
CSCty80495
Contact token authentication is not working for the contact queued
CSCty81991
Agent logout is redirecting to wrong url which goes back to login screen
CSCty82237
Increment DB_SCHEMA_VERSION by 10 in UCCX90
CSCty83106
defect to checking chatuserform data persistance when DB is down
CSCty83155
Proper error messages for Invalid agent login scenerios
CSCty87837
CET tool is not exporting objects
CSCty88942
ASR functionality is broken with latest IR3 build
CSCty91353
Editor Version and copyrights is incorrect.
CSCty91453
Failed to retrieve config database size
CSCty91907
tomcat std error is incorrectly redirected to /&1
CSCty92494
UCCX: Unanswered Transferred Calls to Non-ICD Line Prevent Monitoring
CSCty93234
SysAppl not able to monitor running status of CUIC Reporting service
CSCty97749
SMTP config created from one node cannot be updated from another node
CSCtz00087
All the teams are not visible in IE8 in following scenario
CSCtz00210
Password for datasource gets encrypted
CSCtz04222
Unable to set the default voip monitor service in webCDA
CSCtz04270
sub version check should happen before app switch scripts are invoked
CSCtz04280
Switch version on pub with Sub in enforced mode fails
CSCtz04291
SELinux Violations while executing CUIC Switch Version
CSCtz06446
Not able to setup W1 upgrade in 9.0
CSCtz08515
CSQ report shows blank after modifying team name.
CSCtz08518
Supervisor report doesnt display all modified CSQ
CSCtz09661
Memory leak in openfire leading to openfire server not responding
CSCtz11234
"show uccx components" throws ArrayIndexOutOfBoundsException
CSCtz11282
Not able to Configure SocialMiner in IE
CSCtz16944
Unable to make config changesthough Sub DB is up and replication is up
CSCtz17360
Appropriate serviceability logs for ChatSubsystem and openfire
CSCtz18045
Load test: CPU usage is above 70%, FCCServer is constatnly using 40% cpu
CSCtz20524
Restore fails on IR2->IR3 upgraded setup
CSCtz22531
CUIC set cuic properties purge-time CLI is available for users
CSCtz23507
HTTP contact steps forward,redirect and include fails to load the doc
CSCtz31209
L2 upgrade delete /common/cisco folder
CSCtz31809
Engine is in shutdown state
CSCtz34515
Can't able to launch editor in Windows 7 OS
CSCtz35084
Capture SELINUX violations for CUIC cli command execution
CSCtz37354
Node 1 / node2 install failure
CSCtz39896
agent force login: wrong reason code in HR and CAD reports
CSCtz40331
CAD is crashing While trying to log in
CSCtz40384
Reports executed in CUIC have first record with "---" characters
CSCtz40470
Remote Monitoring is not working with latest IR3 build
CSCtz40571
Report Execution fails when non-master db down/Node down/Island Mode
CSCtz42597
Chat GT Issue: Agent inconsistant state when accepting contact very late
CSCtz42604
chat GT issue:agent desktop not waiting for chat to complete for signout
CSCtz42611
GT Issues : HR report is showing negative values in 3 of the chatreports
CSCtz42646
RMCM and chat SS is taking more than 20 mins after engine restart
CSCtz43205
Error while restoring UCDB component
CSCtz43494
Services status shows as running from CLI with out licenses
CSCtz44031
AMC error messages in RTMT
CSCtz47363
Performance Issue with Reporting Configuration page in UCCX 9.0 appadmin
CSCtz49624
Can not able to do initial app admin config successfully
CSCtz51413
Blended Load test,desktop enterprise service is crashing,core file seen
CSCtz51867
Recording functionality Not working using Cisco Supervisor Desktop
CSCtz52058
Sub Master : OB Call goes to RNA as CAD is not able to accept the call
CSCtz52472
Copyright is not proper in editor help file
CSCtz52763
Convergence aft Island:CDS/HDS gets enabled though disabled deliberately
CSCtz54409
UCCX Components Missing during Intial Appadmin configuration on Node1
CSCtz55699
ISO name is not using the correct ISO PREFIX for 9.0 UCCX version
CSCtz57487
Chat agent is not getting sign out.
CSCtz57569
File open error at the time of login in HRC
CSCtz59379
SplkAxl support for CallManager version 9.0
CSCtz60370
Switch version fails for L2 upgrades in UCCX 9.0
CSCtz61077
Skills are deleted with out warning eventhough they are assigned toAgent
CSCtz61300
Subscriber config/hr datastore not listed after L2 upgrade
CSCtz61381
show status command not showing license MAC for UCCX
CSCtz61733
Help for new pages in appadmin
CSCtz65855
Chat Agent functionality is broken
CSCtz66268
After a RU, not able to switch to CUIC as Reporting client.
CSCtz66370
Not able to change the password for root account after RU
CSCtz67552
Continous Respawning error comes after installation
CSCtz67554
After restore, Subscriber node gets dropped
CSCtz67734
Creating of chat CSQ is taking more than 10 minutes
CSCtz68742
TTS not working in 9.0 MainLine builds
CSCtz70698
Switch to CUIC fails after we try to remove a new node
CSCtz70737
removing 2nd node details from mmca tables
CSCtz72288
Chat RTR Reports in HA show status:Partially Connected
CSCtz72331
Supervisor does not logout during failover
CSCtz72350
Rest Call Failure During Log in and Agent State Change
CSCtz72497
Skillname with special characters Errors is not handled properly.
CSCtz72583
MS SQL 2k8 database connectivity fails
CSCtz72643
Must have icons, css packages pre-downloaded
CSCtz72651
Team-ID is show along with team name only in display page
CSCtz72673
Any URL's that says UnAuthorized must be re-directed to Login page
CSCtz74863
Duplicate Skill name should not be created
CSCtz74981
port 554 is blocked in selinux
CSCtz75198
Chat reports are seen in HRC with Enhanced and standard License
CSCtz75311
After updating max DB conn the page shows incorrect reporting client
CSCtz75623
UCCX 9.0 upgrade: Class path setting got reset after the upgrade
CSCtz75664
Admin page indicate UCCX still on demo license after installing perm lic
CSCtz75683
No confirmation dialog when prompting to delete the license file
CSCtz75693
Custom class files access restricted to LDAP server due to SE Linux
CSCtz75958
Variable Length Dial String gets reset to NA Dial String in CDA
CSCtz76039
during failover, agent logout info is missing in historical reports
CSCtz76837
CDA: synchronize directory service failed:inconsistent team info
CSCtz76924
JRE download pop-up appearing on login to CSD
CSCtz77360
CAD -BE hangs on ringing state
CSCtz77620
Chat Resource RTR report is not aligned with Voice Resourcce Report
CSCtz78020
CVD restart is not able to start all the sevices.
CSCtz78116
No proper error message when non chat Agents login to Chat Agent desktop
CSCtz78207
No proper error message when the SM ip is all single digit and Public ip
CSCtz79594
Large chat supervisor reports fail to show in Mozilla Firefox
CSCtz79606
No scroll bar is seen on Chat supervisor report when opened in CAD
CSCtz79978
Cad relogin failed & CSD is not showing agent after agentlogin(failback)
CSCtz81209
UCCX 9.0 Install guide needs update on appadmin link page
CSCtz83601
Kernel:IpVms:Error:Unable to get free ICMPeventAppID in High Call Vol
CSCtz83905
UCCX SM config fails, if SM username is less than 5 characters
CSCtz84973
Non Chat supervisor are able to login to supervisor desktop
CSCtz85147
Not able to login with IE and integrated browser with latest build
CSCtz85155
Force login gets contact when in Not Ready state
CSCtz85180
Unable to fetch resources on appadmin during concurrent sessions test
CSCtz85405
Normal supervisor signout is giving Technical Issue error
CSCtz87318
Chat UI Changes suggested by SM Team
CSCtz88047
call forward from agent nonipcc xtn to agent nonipcc xtn, agent notready
CSCtz88243
Chat Agent summary report gives " Field Name unknow" Exception
CSCtz88480
Outbound SIP port not getting migrated during L2
CSCtz88916
Force logging of stuck agent is not working on GT testbed
CSCtz89443
Supervisor desktop is logging out when SM goes down
CSCtz91224
Error: While deleting Outbound contacts from campaign page
CSCtz93251
SU3 to 9.0 Upgrade - Issues in mograting from HRC to CUIC
CSCtz93408
Platform OS admin page menu is broken in IE8
CSCtz93648
Mobile Skill Manager can add more than 150 skills
CSCtz93659
Mobile skill manager can assign more than 50 skill per agent
CSCtz94617
No Data validation when SM config is out of sync
CSCtz96001
Upgrade licneses(say CR to QM) is not properly updating the seats
CSCtz96344
Stock reports are not listed after restore
CSCtz97062
TUP.ini missing
CSCtz97375
RU cop overwrites files with old versions of scripts and jars
CSCtz97453
cad component restore fails
CSCtz98382
Inactive agents in CUCM which are not deleted in UCCX,creates duplicate
CSCtz98578
sealert after L2 upgrade
CSCtz98638
FIPS command to be removed for UCCX
CSCtz98924
Unable to retrieve resources since the query is case sensitive.
CSCtz99153
If 2nd node details is added as host name error is seen in appadmin page
CSCua00935
Chat Supervisor URL is redirected to Chat Agent URL on Service unavailab
CSCua00944
Too many confirmation messages while signing out on a incoming Chat
CSCua01784
CAD appears in non-English language
CSCua01886
db corruption recovery doesn't work for 9.0
CSCua01996
Scheduling reports are not getting saved in proper format
CSCua02657
Manual backup fails in CCXComponent
CSCua12139
Avg Talking time in "Agent summary report" shows as zero - outbound call
CSCua13811
Switch Version Fail if there are any open connection to the database
CSCua14298
Config updates not happening after backup failure
CSCua14913
sealert seen during backup
CSCua14930
Trigger UCM Options
CSCua14984
UCCX DemoLicenses
CSCua15583
RTR takes longer time when any report is launched for the first time
CSCua15800
Issue with Chat Load : Chat Agents are stuck in busy state forever
CSCua15886
All the overview pages of CUIC are NOT Available (404 Error)
CSCua15943
RMI port not getting restored
CSCua15962
On Running Preview outbound load, Cisco Enterprise service crashes
CSCua16567
CVD service is restarted during CAD restore
CSCua16625
CLI cmd to recover DB Corruption should restore system to normal state
CSCua18352
utils uccx database dbserver integrity CLI command failing
CSCua18530
Reset Replication doesn't work from serviceability UI
CSCua18564
Config Sync fails if there are any non-english char in the config
CSCua19264
Cad restore fails or doesn't restore configurations
CSCua20276
CVD DB_MGR shows OUT_OF_SERVICE when CDS is disabled in island mode
CSCua21002
switchversion of node2 fails
CSCua22458
Default Purge setting is not in sync with DB / UI
CSCua26040
Chat agent status is not changing : Found in GT
CSCua27823
After fallback , Chat Agent received a contact in Not-Ready state.
CSCua27957
chatTraffic Analysis report on load testbed gives Invalid summary data.
CSCua27977
Failover and Failback failed agent to logout in GT
CSCua28056
CUIC Traffic Analysis report shows in GMT and others show in IST
CSCua28092
Agent ID with mixed character doesnt logout when session is killed
CSCua28487
Unable to switch report client to CUIC in 400 Agent HAoWAN load testbed
CSCua28537
Data discrepancy between HRC and CUIC for Traffic Analysis in non-GMT
CSCua28862
utils uccx modify remote_IPAddress Cli commad failed after Upgrade CSCua30588
deadlock in Enterprise service during island mode (CSD haning) CSCua30636
Cad autolog in failed and unable see agent from CSD after relogin CSCua30863
CDS active when replication broken,HDS remains Unknown after repl reset CSCua30877
Extension Mobility agent: outgoing call is not recorded in HR CSCua31436
Prevent access to agentdesktop when IP addr in URL instead of FQDN CSCua32815
Multi-byte skill,CSQ,resources are not displayed in HRC reports CSCua33542
Services are not starting after change the ip address of node1 CSCua33709
Dynamic skill updates not getting reflected CSCua34165
Appadmin page throws a blank page in firefox or IE CSCua34330
HRC login continuously fails with 5051 CSCua34503
Document Not Ready Selection While In Call Doesn't Display Wrap-up Data CSCua36373
Node2 cluster Remove/Add fails after RU with host name configuration CSCua36432
CUPS integration with CAD not working after L2 upgrade CSCua36482
Password shown in clear text in Agent debug file CSCua36579
The document should clearly state how to access the chat webpage CSCua37952
SELinux not allowing Update Statistics to run on CCX CSCua38454
Mobile Skill Manager issues with Samsung Galaxy S series phones CSCua39125
port CUCM defect CSCtz99522 to UCCX CSCua39323
CCX: Cisco Desktop Admin Services not started after upgrade CSCua46127
Config Not Shown In Master Node when DB down on Master for HA setup CSCua47133
CSD is hanging while launching first time after upgrade CSCua49034
HR data is not been written under temp file when DB is down CSCua49697
CAD hangs completely after fail back CSCua54094
Chat reports are taking more time on load box CSCua65147
"Offer Chat Contact When On Voice Call*:" setting is not working CSCua30863
Duplicate ccg id is created after W1 upgrade Troubleshooting
For more information on how to troubleshoot issues that may arise in your Unified CCX system, see the Troubleshooting DocWiki page: http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Contact_Center_Express.
Obtaining Documentation 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
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Support website on Cisco.com features extensive online support resources and is available at this URL:
http://www.cisco.com/en/US/support/index.html
In addition, if you have a valid Cisco service contract or Cisco Technical Assistance service contract, contact your reseller.
