Customers who are using Packaged CCE 9.0(1) and decide they want to upgrade to Packaged CCE 9.0(2) need to obtain the UCCE 9.0(2) patch from the Support > Downloads area of Cisco.com. You must install the patch on both CCE Call Servers, both CCE Data Servers, and on any external HDS servers.
Before you do this, check to see if you are already at Unified CCE Version 9.0.2.
The Unified CCE Version is displayed on the General tab of the Home menu in the Unified CCE Administration Web tool.
Upgrade Installation for 9.0(2) ES
Download the 9.0(2) ES Upgrade
The Engineering Special (ES) is a software patch that prepares your Packaged CCE system to accept the Cisco Unified Intelligence Center 9.0(x) software. This patch must be installed on Packaged CCE version 9.0(2) before upgrading from Unified Intelligence Center 8.5(4) to Unified Intelligence Center 9.0(2).
Customers who are currently using Packaged CCE 9.0(1) must upgrade to Packaged CCE 9.0(2) before installing the ES patch. For more information, see the section Upgrade to Release 9.0(2).
The Search field in the Agents tool offers an advanced and flexible search. There is now a + at the far right of the Search field itself.
Click + to open a Search pop-up window where you can:
Select to search for agents only, supervisors only, or both.
Enter a Username, Agent ID, First or Last name, or a Description to search for that string.
Enter one or more team names separated by spaces. (Team is an OR search - the agent or supervisor must be a member of one of the teams.)
Enter one or more attribute names separated by spaces. (Attributes is an AND search - the agent or supervisor must have all attributes.)
Enter one or more skill group names separated by spaces. (Skill Groups is an AND search.)
This illustration shows a search for agents who are on either Team xyz or Team robots and who are members of Skill Group sg1. Three agents meet those criteria.
This new accessibility feature facilitates data entry.
Pressing the question mark (?) key in a Unified CCE Administration tool opens a display showing keyboard shortcuts that you
can use for the current tool. You must press ? when you are not within
a text field.
The keyboard shortcuts you see are the ones
that are appropriate for that tool and for your role.
In the illustration, the keyboard shortcuts tool was opened on the Agent List window and indicates that:
Pressing n opens a New Agent window.
Pressing / puts the focus in the Search field.
Pressing esc removes the focus from the Search field.
From an Item window (New or Edit), these keyboard shortcuts apply:
Pressing ctrl and s saves the data you entered on the New or Edit window.
Pressing ctrl and q closes the New or Edit window and without saving.
Once the Language Pack is installed, the Unified Web Administration Sign-In page is populated with a language drop-down menu that lists all languages. Select a language to display the user interface and the online help in that language. The system retains that language selection until you change it again.
Languages are mapped to SQL Server Collation Settings. If your current collation selection is incompatible with the language you select, you will need to uninstall Microsoft SQL Server and reinstall it with the correct collation configuration.
Language Pack Timing:
If you are a customer in Korea, and your partner or service provider set your SQL collation during the MS SQL installation to Korean_Wansung, before the language pack is downloadable from Cisco, the user interface and online help will be in English. Once you install the language pack and select Korean from the drop-down menu on the sign-in window, the Unified CCE Web Administration user interface and the online help will be in Korean.
SQL Server Collation Setting
Windows System Locale
If the Windows system locale differs from the display language, some characters will appear incorrectly in the user interface and in the database. For example, if the system locale is English and users are working in Spanish, characters such as the acute a will not appear correctly.
To determine your current language region setting, open a command prompt and enter chcp. You see a response similar to this:
To change the system locale, perform this procedure at both CCE Call Servers, both CCE Data Servers, and any external HDS systems.
Open Control Panel > Region and Language.
Click the Administrative tab.
Under Language for non-Unicode programs, click Change System Locale.
Select the language and click OK.
Restart the virtual machine.
The Unified CCE Web Administration sign-in window now supports two roles: Administrators and Supervisors.
Administrators who are in the Active Directory Users and Computers > Users group sign in as they always have by entering their Active Directory username and password. The administrator's sign-in opens to the General tab on the Home menu.
Supervisors sign in by entering their agent username and password as configured in General tab on the Agent tool. The supervisor's initial sign-in opens to the Manage menu.
Supervisors open to an interface with one menu, Manage.
Supervisors are restricted as follows for the Manage tools:
On the Agent List window, supervisors can see and edit agents who are on teams they supervise.
General tab: Supervisors can edit the Password and Re-enter password fields. Other fields are protected.
Attributes tab: Supervisors can add, modify, and remove attributes for agents on teams they supervise.
Skill Groups tab: Supervisors can add and remove the agent's membership in skill groups and can change the agent's default skill group.
Supervisor tab: Not available for supervisors.
On the Skill Group List window, supervisors can see and edit all skill groups. Supervisors cannot add or delete skill groups.
General tab: fields are protected.
Members tab: supervisors can add and remove skill groups for agents who are on teams they supervise.
Sign-In Window Domain Menu for 9.0(2) ES
Domain Menu Options
In the previous version of Packaged CCE, the Domain drop-down list in the initial sign-in window displayed all configured domains. In the current Packaged CCE 9.0(2) ES release, the Domain drop-down list displays all configured domains as well as any alternate UPN Suffixes that have been
The base configuration database has been updated for Packaged CCE
9.0(2) to include an Enterprise Route and an Enterprise Skill
Group to support personal callback.
It is mandatory to import and apply Packaged CCE base configuration data. If you do not apply the base configuration, you cannot change deployment type, your system cannot validate correctly, and you will need to configure each element manually.
You can run base configuration only once, after a fresh install. Never import base configuration on an existing deployment.
Follow this sequence:
Install Packaged CCE and configure all components (contact center applications).
You can then configure Packaged CCE using Unified CCE Web Administration.
Disable Unified CCE Agent Re-skilling Web Tool
Supervisors can now access the Agent tool in Unified CCE Web Administration, where they can add and remove skill group membership for agents who are on the teams that they supervise. This access to the Agent Tool eliminates the need for the Unified CCE Agent Re-skilling Web Tool. Customers upgrading from Packaged CCE Release 9.0(1) may have enabled the Unified CCE Agent Re-skilling Web Tool.
If you are upgrading from Packaged CCE 9.0(1), you must disable the Unified CCE Agent Re-skilling Web Tool on every Distributor.
To do this:
From each CCE Data Server VM (Side A or Side B) and external HDS, open Unified CCE Web Setup.
Click Component Management > Administration & Data Servers.
Click the link for the Administration & Data Server.
Click Next three times.
Under Configuration Options, uncheck both Agent Re-skilling Web Tool (Unified Contact Center Enterprise Only) and Configuration Management Service (CMS) Node.
Click Next twice. Then click Finish to complete the reconfiguration.
Cisco Unified Intelligence Center Version Support for 9.0(2) ES
Unified Intelligence Center 9.0(2)
The Packaged CCE 9.0(2) ES upgrade only supports Unified Intelligence Center 9.0(2) and later maintenance releases. Unified Intelligence Center 9.0(1) and previous releases are not supported.
Missing Label in Base Configuration for 9.0(2) ES
The current Base Configuration is missing the label for the Outbound Routing Client. The Base Configuration will be updated in the next release of Packaged CCE. This workaround explains how to add the label.
Workaround to Add Label for Outbound Routing Client
You must have the Host IP, root username, and password information for both Side A and Side B VM Hosts before performing this workaround.
In Unified CCE Administration, click Settings>Configure Deployment.
Using the Deployment Type drop-down menu, select UCCE 8000 Agents Router/Logger and click Save.
A confirmation page appears. Click Yes to confirm the switch.
Click Tools>Explore Tools>Network VRU Explorer. The Network VRU Explorer window opens.
Click CVP_Network_VRU, and then click Add Label. A new entry appears below CVP_Network_VRU.
On the Label tab, click the Routing client drop-down menu and select Outbound.
In the Label field, type 6661111000.
Click Save. The new entry is now identified with the Routing client and label information provided.
Finally, log back into Unified CCE Administration, and change the development type back to Packaged CCE: CCE-PAC-M1 using steps 1 to 4 above.
You must enter VM Hosts Side A and Side B information to switch the development type back to Packaged CCE.
Defects listed in these tables are Severity 1 and Severity 2 defects identified by any means, and Severity 3 defects identified by customer-use. These include defects specific to Packaged CCE as well as Unified CCE defects that have an impact on Packaged CCE.
Cisco Unified Intelligence Center FQDN or NetBios login does not match domain imported from PCCE
Packaged CCE 9.0(2) ES automatically fixes this defect for newly created supervisors, but does not alter existing supervisors. For existing supervisors, first install the ES patch. Next, an administrator must alter the case used in one or more letters of each existing supervisor's username (keeping the name the same). For example, for a supervisor named sam (all lower case), it could be changed to Sam (title case). Finally, save the change. This modification forces Packaged CCE to update the information in the database, so the Unified Intelligence Center correctly imports existing supervisors.