Table Of Contents
Systems Release Notes for IPCC Enterprise:
IP Communications Release 4.2Cisco Customer Response Solutions
Install and Upgrade Documentation
Release Versions of Components
Latest Software Upgrades and Licenses
Important Additional Information
Systems Release Notes for IPCC Enterprise:
IP Communications Release 4.2
Contents
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Install and Upgrade Documentation
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Overview
The focus of this document and the companion document, Systems Test Architecture Reference Manual for IPCC Enterprise, is the IP Contact Center (IPCC) component of IP Communications (IPC) Systems.
This document is the IPC Systems Test release notes for voice systems that can be comprised of Cisco voice gateways, routers, and Catalyst switches and have been configured with the following components:
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It is standard methodology for Cisco Systems to perform systems-wide testing of IPC, supplementing the product-level testing performed on each IPC product.
A major deliverable of the IPC Systems Test is a recommendation of compatible software releases that have been verified by the test for customers. The recommendations are not exclusive and are in addition to interoperability recommendations for each of the individual voice application or voice infrastructure products. See Table 1 for more information. IP Telephony (IPT) components have also been tested.
For additional information, please see these documents at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/gblink/system/
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Tested Functionality
The systems-wide testing of IPCC component functionality includes the following:
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New and Changed Features
The following contains brief overviews of new and enhanced features and links to the detailed documentation:
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Cisco IPCC Enterprise and ICM
In the Cisco IPCC Enterprise and ICM network there are new web-based administration tools to provide streamlined installations with improvements to the customer interaction network reporting and the upgrade process.
The productivity of agents, supervisors, and contact center managers has been improved by dynamic agent reskilling, new reporting templates that include graphic displays for trend analysis, and graphical realtime views of agent activity for supervisors.
For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) at the following URL:
Cisco CallManager
There are many new or enhanced features that have been incorporated into Cisco CallManager. For a detailed description of these features and functionality, see Release Notes for Cisco CallManager Release 4.1(3) at the following URL:
http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/
prod_release_note09186a008046e1a7.htmlCisco Agent Desktop
For the CAD agent, logging in can be done with a user name or user ID depending on system configuration. The agent can also chat with supervisors and other agents and receive team messages even when logged out of the Automatic Call Distribution (ACD). There is a hyperlinked phone number in a web page that can be used to make a call by clicking on the hyperlink.
Enterprise data and call activity data is available on both inbound and outbound calls and work flows can be applied to Cisco Outbound Option calling campaigns. The Outbound Option functions are controlled by a dedicated Outbound Option toolbar.
For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Agent Desktop 7.0(0) at the following URL:
Cisco Supervisor Desktop
For the CAD supervisor, the desktop interface can be configured using dockable panes. A choice of realtime displays can be made for graphical and tabular format. Supervisors can also:
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For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Agent Desktop 7.0(0) at the following URL:
Cisco Administrator Desktop
For the CAD administrator, work flows can be divided into voice contact and agent management and fully support Cisco Outbound Option call. Cisco Outbound Option has a toolbar, and the appearance depends on the dialing mode selected for the calling campaign. The administrator can also monitor CAD services using a Cisco desktop monitoring console.
For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Agent Desktop 7.0(0) at the following URL:
http://www.cisco.com/application/pdf/en/us/guest/products/ps427/c1178/
ccmigration_09186a00804d8dfe.pdfCisco CTI OS
Cisco CTI OS has been enhanced to support the following:
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Performance improvements have also been made; for example, the maximum number of agent connections is increased to 1000 per PG pair and statistics distribution is smoother to accommodate network traffic bursts due to the collection of statistics.
For a detailed description of these and other new and enhanced features, see Release Notes for Cisco CTI OS Release 7.0(0) at the following URL:
Cisco Customer Voice Portal
Cisco Customer Voice Portal (CVP) has been enhanced to provide takeback and transfer call control methods, which are two B-channel transfer, hookflash relay, and call restart with alternate dialed number.
For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Customer Voice Portal (CVP) Release 3.1(0) at the following URL:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1006/tsd_products_support_series_home.html
Cisco Customer Response Solutions
Cisco Customer Response Solutions (CRS) provides a cluster-based architecture, optional high availability with automatic failover, increased maximum number of agents to 300, and enhancements to the look and feel of the Cisco Agent Desktop and the Cisco Supervisor Desktop. New and enhanced historical reports are available, and automatic speech recognition (ASR) and text-to-speech (TTS) models are available.
For a detailed description of Cisco CRS 4.0(2), see the Release Notes for Customer Response Solutions 4.0(2) documentation at the following URL:
Related Documentation
The following URLs are links to documentation for related products:
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http://www.cisco.com/univercd/cc/td/doc/product/ipcvoice.htm•
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/relnotes/crs402rn.pdf•
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/index.htmInstall and Upgrade Documentation
The components discussed in these release notes, including the tested platforms, are discussed in the Systems Test Architecture Reference Manual for IPCC Enterprise at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/gblink/system/
gbtst4x/index.htmSee this manual for the specific versions of the components tested and links to relevant documentation for installation and configuration procedures.
Upgrade information about the components that have been tested and verified from release level to release level is available at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/gblink/system/
g btst4x/gb40supg.pdfFor additional information on specific hardware recommendations or bills of material for each product, see "Related Documentation" section.
Release Versions of Components
This section provides the following information about Cisco components software versions and firmware versions of Cisco IP phones used in the systems-wide testing of IPC Systems Test Release 4.2 for IPCC Enterprises:
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Deployment Considerations
The tables in this section list the recommended software and firmware releases based on the IP Communications Systems Test Release 4.2 for IPCC Enterprise. Not every rebuild is tested as part of the IP Communications Systems Test. Therefore, additional regression testing in a customer or Cisco specific certification lab is recommended before deployment.
When deploying IP Communications in a customer environment, consider the following guidelines:
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http://www.cisco.com/cgi-bin/tablebuild.pl/csa
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http://www.cisco.com/kobayashi/sw-center/sw-ios.shtml
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http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
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When deploying IPC in a lab environment, use product components that are the same as the customer product components before moving it to the customer production environment.
Software Versions Matrix
Table 1 lists the recommended software versions of the system components.
Table 1 Software Versions for the IPC Systems Test Release 4.2 for IPCC Enterprise
Cisco CallManager
4.1(3) SR2
Cisco CallManager—Cisco IP Telephony Operating System
2000.2.7 SR8
Cisco CRS (IP IVR)
4.0(2)
Cisco CRS (IP IVR)—Cisco IP Telephony Operating System
2000.2.7 SR8
Cisco ICM
7.0 SR1
Cisco ICM—Cisco IP Telephony Operating System
Win2003 SP1
Cisco CVP (formerly ISN)
3.1
CTI OS
7.0 SR1
CAD
7.0
ScanSoft Open Speech Recognizer (OSR)
2.0.9
ScanSoft Open Speech Media Server (OSMS)
2.0.4
Cisco Content Services Switch 11501
WebNs 7.40
Cisco 3660 (CVP VXML voice gateway)
12.4(3b)
Cisco 3725 (CVP VXML voice gateway)
12.4(3b)
Cisco 3640A (CVP VXML voice gateway)
12.4(3b)
Cisco AS5400HPX (CVP VXML voice gateway)
12.4(3b)
Cisco AS5400HPX (PSTN gateway)
12.4(3b)
Cisco AS5850 (PSTN gateway)
12.4(3b)
Cisco 26xx, 37xx (core/access routers)
12.4(3b)
Cisco 3745 (voice/data gateway)
12.4(3b)
Cisco 2691 (core/WAN router)
12.4(3b)
Cisco 7206 (core/WAN router) (voice/data gateway)
12.4(3b)
Cisco Catalyst 3550 (access switch)
12.2(25)EA2
Cisco Catalyst 6506, 6509 (core switch, Supervisor 2)
12.1(26)E3
Cisco Catalyst 6506, 6509 (MSFC, Supervisor 2)
12.1(26)E3
Cisco Catalyst 6506,6509 (voice access switch)
12.1(26)E3
Cisco Catalyst Communications Media Module (CMM)
12.4(3b)
Cisco Security Agent (CSA) Engine
4.5.1.639
CSA Policy—Cisco CallManager
4.5.1.639/2.0(3)
Beta 2CSA Policy—Cisco CRS
4.5.1.639/2.0(3)
Beta 2CSA Policy—ICM
4.5.1.639/2.0(1)
CSA Policy—CVP
4.5.1.639/2.0(0)
Anti-virus—McAfee
Enterprise 7.1.0
CiscoWorks 2000 ITEM
2.0(6)
Cisco IP Phones—See "Firmware Version Matrix" for models.
Bundled with Cisco CallManager
Latest Software Upgrades and Licenses
The following are links to the latest software upgrades and licenses:
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http://www.cisco.com/kobayashi/sw-center/sw-lan.shtmlFirmware Version Matrix
Table 2 lists the recommended firmware versions of the Cisco IP Phones used in the IPCC Enterprise test environment.
Caveats
This section includes the following types of caveats:
If you have an account with Cisco.com, you can use the Bug Toolkit to find caveats of any severity for any release. To access the Bug Toolkit, perform either of these actions:
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Resolved Caveats
Table 3 lists severity 1, 2, and 3 caveats that are resolved now but the fix may not be included in the recommended component versions of IPC Systems Test Release 4.2 for IPCC Enterprise.
In the Identifier column, click on the caveat number link to go to the Bug Toolkit and determine the software version in which the fix is included (in the First Fixed-In Version field).
Open Caveats
Table 4 lists known severity 1, 2, and 3 caveats related to the testing of IPC Systems Test Release 4.2 and previous releases for IPCC Enterprise, which were not resolved at the time this document was written.
In the Identifier column, click on the caveat number link to go to the Bug Toolkit and determine the software version in which the fix is to be included (in the First Fixed-In Version field).
Important Additional Information
This section includes important additional information related to the testing of IPC Systems Test Release 4.2 for IPCC Enterprise. For information about troubleshooting, see the "Troubleshooting and Technical Tips" chapter in the Systems Test Architecture Reference Manual for IPCC Enterprise.
Loss of Connectivity Between JTAPI Clients and Cisco CallManager Cluster
When BARS is running, some of the services between Cisco CallManager and the IPCC components were disconnected and were not recovered.
Backup and Restore System Upgrade
When a Backup and Restore System (BARS) upgrade is stopped in the middle of the process, the backup is interrupted. If an uninstall and reinstall is attempted to correct the issue, an error message is displayed. The registry key at \HKLM\Software\Cisc Systems\BARS\Information\Appstatus must be changed from BACKUP to IDLE and then the system rebooted.
CRS 4.0(1) Partial Service
The CRS IP IVR will display "partial service" for the entire Cisco CallManager cluster if some or all of the subsystems are out of service. For example, if the ASR and TTS SS are out of service, partial service is displayed.
Hot Standby Router Protocol in CVP Deployment
Hot Standby Router Protocol (HSRP) is not supported in a CVP deployment if the VIP address is in a different subnet than the IP address on the interface.
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Release Notes for IPCC Enterprise: IP Communications Systems Test Release 4.2
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