Table Of Contents
Cisco Unified CallManager (IP IVR) Upgrade to Release 4.2(3)
Cisco Unified Intelligent Contact Management Upgrade to Release 7.0(0) SR4
Cisco Customer Response Solutions Upgrade to Release 4.0(4)SR1
Cisco Works Management Center for CSA, Release 4.5
Latest Software Upgrades and Licenses
Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Obtaining Technical Assistance
Cisco Technical Support Website
Definitions of Service Request Severity
Obtaining Additional Publications and Information
System Release Notes for
Cisco Unified Contact Center Enterprise:
IP Communications System Test Release 4.4
Contents
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Cisco Product Security Overview
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Overview
This document contains the IP Communications (IPC) system test release notes for Cisco Unified Contact Center Enterprise. The tested system is a suite of Cisco IPC products that have been validated and contain the following components:
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It is standard methodology for Cisco Systems to perform testing of the Cisco IPC system and on each Cisco IPC product in the system. A major deliverable of the Cisco IPC system test is a recommendation of compatible software releases that have been verified by the test for customers.
Customers who have deployed or are planning to deploy multiple voice applications and voice-infrastructure products in a network can adopt the recommendations. The recommendations are not exclusive and are in addition to inter-operability recommendations for each of the voice applications or voice infrastructure products. Cisco IPT components have also been tested.
For additional information, see the following documents at:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/gblink/system/gbtst4x/index.htm
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What's New In This Test
The Cisco IPC System Test Release 4.4 includes the following new or upgraded significant components:
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The following sections list the features of each new or upgraded component tested in this release.
Cisco Unified CallManager (IP IVR) Upgrade to Release 4.2(3)
The following new or changed features were tested as part of the Cisco IPC System Test Release 4.4:
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For a detailed description of new and enhanced features and functionality for Cisco Unified CallManager Release 4.2(3), see the following release notes on Cisco.com.
http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_release_notes_list.html
Cisco Unified Intelligent Contact Management Upgrade to Release 7.0(0) SR4
The following new or changed features were tested as part of the Cisco IPC System Test Release 4.4:
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For a detailed description of new and enhanced features and functionality for the Parent and Child model, see the following IPCC Gateway Feature on Cisco.com.
For a detailed description of new and enhanced features and functionality for Cisco Unified ICM Release 7.0(0) SR4, see the following release notes index on Cisco.com.
Cisco Customer Response Solutions Upgrade to Release 4.0(4)SR1
Cisco Customer Response Solutions (CRS) was upgraded to release 4.0(4)SR1. For a detailed description of new and enhanced features and functionality for Cisco CRS Release 4.0(4), see the following release notes index on Cisco.com.
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html
Cisco Works Management Center for CSA, Release 4.5
Cisco Security Agent Management Center Release 4.5 was added to Cisco IPC System Test Release 4.4. For a detailed description of new and enhanced features and functionality for Cisco Security Agent Management Center, Release 4.5, see the following release notes index on Cisco.com.
http://www.cisco.com/en/US/products/sw/secursw/ps5057/prod_release_note09186a00804225a0.html
System Requirements
This section provides information about the software versions of the Cisco components and the firmware versions of the Cisco IP phones used in system-wide testing of Cisco IPC System Test Release 4.4 for Cisco Unified Contact Center Enterprise. This section contains the following information:
End-of-Sale Components
The following components, which were deployed in the Cisco Unified Contact Center Enterprise test beds for this release set, have reached end-of-sale (EOS) status.
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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 announcements at the following URL:
http://www.cisco.com/en/US/products/prod_end_of_life.html
Deployment Considerations
The tables in this section list the recommended software and firmware releases based on the Cisco IPC System Test Release 4.4 for Cisco UCCE. Not every rebuild is tested as part of the Cisco IPC system test. Therefore, additional regression testing in a customer or Cisco specific certification lab is recommended before deployment.
When deploying Cisco IPC 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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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
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Software Versions Matrix
Table 1 lists the software release versions of the Cisco components in the system test.
Firmware Version Matrix
Table 2 lists the recommended firmware versions of the Cisco IP Phones used in the Cisco UCCE test environment.
Related Documentation
The following URLs provide access to documentation for related products:
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http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html
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http://www.cisco.com/en/US/products/sw/custcosw/ps1001/
tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/
tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/
tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/custcosw/ps427/
tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/phones/ps379/tsd_products_support_series_home.html
Install and Upgrade Notes
The components of the system test, including the platforms tested, are discussed in the System Test Architecture Reference Manual for Cisco Unified Contact Center Enterprise Release 4.4. Refer to this manual for links to relevant documentation for installation and configuration procedures.
Upgrade information for components that have been tested and verified during system testing is provided in the System Upgrade Manual.
Access the latest software upgrades and release notes for Cisco Unified CallManager, Cisco Unified ICM, Cisco CVP, Cisco CRS, and CAD at:
http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml
Access the latest software upgrades and release notes for Cisco IOS routers and gateways on Cisco Connection Online (CCO) at:
http://www.cisco.com/kobayashi/sw-center/sw-ios.shtml
Access the latest software upgrades and release notes for Cisco Catalyst switches on Cisco CCO at:
http://www.cisco.com/kobayashi/sw-center/sw-lan.shtml
For additional information on specific hardware recommendations or bills of material for each product, refer to the documentation listed in "Related Documentation" section.
Latest Software Upgrades and Licenses
The following are links to the latest software upgrades and licenses for Cisco IPC System Test Release 4.4 for Cisco Unified Contact Center Enterprise:
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http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml
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http://www.cisco.com/kobayashi/sw-center/sw-custcontact.shtml
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http://209.46.83.138/sws/WebLicensingInitial/InitialLicensePage.html
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http://www.cisco.com/kobayashi/sw-center/sw-ios.shtml
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http://www.cisco.com/kobayashi/sw-center/sw-lan.shtml
Limitations and Restrictions
This section includes the following topics:
Use the Bug Toolkit to find caveats of any severity for any release. To access the Bug Toolkit, go to this URL: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.
Important Notes
This section includes important notes related to the testing of Cisco Unified Contact Center Enterprise, System Test Release 4.4.
Loss of Connectivity Between JTAPI Clients and Cisco CallManager Cluster
When BARS is running, some of the services between Cisco CallManager and the Cisco Unified Contact Center Enterprise 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(4) 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.
Microsoft Internet Explorer (IE) and Security Hardening of the Support Tools Server
After security hardening is applied to the Support Tools server, IE disables the JavaScript and the Support Tools user interface requires JavaScript. There are two workarounds. The first is as follows:
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The second method and the recommended one is as follows:
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Resolved Caveats
Table 3 lists severity 1, 2, and 3 caveats related to the Cisco Unified Contact Center Enterprise, System Test Release 4.4 that are now resolved but the fix may or may not be included in the recommended component version. For more information about the caveat (including the version of software in which the fix is included), click on the Identifier. You will be taken to the Bug Toolkit information for that caveat.
Open Caveats
Table 4 lists severity 1, 2, and 3 caveats related to the Cisco Unified Contact Center Enterprise, System Test Release 4.4 that were not resolved at the time this document was written. For more information about each caveat, click on the Identifier. You will be taken to the Bug Toolkit information for that caveat.
Troubleshooting
For information about troubleshooting the components of the Cisco IPC System Test Release 4.4 for Cisco Unified Contact Center Enterprise, consult the Troubleshooting chapter of the System Test Architecture Reference Manual for Cisco Unified Contact Center Enterprise Release 4.4.
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/univercd/home/home.htm
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Documentation DVD
Cisco documentation and additional literature are available in a Documentation DVD package, which may have shipped with your product. The Documentation DVD is updated regularly and may be more current than printed documentation. The Documentation DVD package is available as a single unit.
Registered Cisco.com users (Cisco direct customers) can order a Cisco Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.
Cisco Ordering tool:
http://www.cisco.com/en/US/partner/ordering/
Cisco Marketplace:
http://www.cisco.com/go/marketplace/
Ordering Documentation
You can find instructions for ordering documentation at this URL:
http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm
You can order Cisco documentation in these ways:
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http://www.cisco.com/en/US/partner/ordering/
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Documentation Feedback
You can send comments about technical documentation to bug-doc@cisco.com.
You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:
Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883We appreciate your comments.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
From this site, you can perform these tasks:
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A current list of security advisories and notices for Cisco products is available at this URL:
If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:
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Tip
Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one that has the most recent creation date in this public key server list:
http://pgp.mit.edu:11371/pks/lookup?search=psirt%40cisco.com&op=index&exact=on
In an emergency, you can also reach PSIRT by telephone:
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Obtaining Technical Assistance
For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.
Cisco Technical Support Website
The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, 365 days a year, at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
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Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
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http://www.cisco.com/go/marketplace/
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http://www.cisco.com/go/iqmagazine
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http://www.cisco.com/en/US/learning/index.html
This document is to be used in conjunction with the documents listed in the Related Documentation section.
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All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0601R)
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