New Features
Specific License Reservation
With Smart Licensing, Unified CCX periodically shares license utilization data with Cisco SSM. Deployments that cannot share license utilization data with Cisco SSM on a periodic basis due to regulatory reasons can use the Specific License Reservation (SLR) feature. You can reserve licenses (including add-on licenses) for your product instance on Cisco SSM. To enable Specific License Reservation, you must use Unified CCX CLI. For more information about Specific License Reservation feature, see the Specific License Reservation section in Cisco Unified Contact Center Express Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-feature-guides-list.html.
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This feature is available from Unified CCX R12.5(1) ES02. |
License Control
Smart Licensing allows you to use more licenses than you have purchased. However, if you want to limit the license usage to the purchased quantity or less, use License Control. With License Control, you can disable Overage Allowance option to restrict the number of agents and ports that can be used in Unified CCX. For different license types, appropriate fields will be displayed for you to restrict the usage of licenses and ports. For more information on License Control, see the Overview section of Smart Licensing chapter in Cisco Unified Contact Center Express Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-feature-guides-list.html.
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This feature is available from Unified CCX R12.5(1) ES02. |
Federal Information Processing Standards 140-2 Level 1 Support
Unified CCX supports Federal Information Processing Standards (FIPS) 140-2 Level 1. FIPS 140-2 Level 1 is a U.S. and Canadian government certification standard that defines minimum security requirements for cryptographic modules protecting sensitive information in computer and telecommunications systems. It also defines algorithms that are allowed to be used to encrypt sensitive information. These strictly defined requirements are important for government agencies, hospitals, and other customers who would require a higher level of security. For more information about FIPS 140-2 mode support in Unified CCX, see the Solution Security chapter in Solution Design Guide for Cisco Unified Contact Center Express at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-implementation-design-guides-list.html.
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This feature is available from Unified CCX R12.5(1) ES02. |
A-Law Codec Support
Recording and uploading of A-Law prompts is supported. You can record prompts by using Recording Step in Unified CCX or any third party utility and upload A-Law prompts.
Assign Prompts
Administrators can assign all or specific prompts to Unified CCX applications. Supervisors with Advanced Supervisor Capability can view and manage the prompts that are associated with the assigned Unified CCX applications by using the Finesse desktop.
Schedule Adding and Removing of Agents to Queue
In the Finesse desktop, supervisors with Advanced Supervisor Capability can set the date and time for auto-addition and auto-removal of agents from a queue. This allows the supervisors to automatically add and remove agents to a queue at the set date and time.
WebProxy Service
This release introduces WebProxy Service within the Unified CCX server to provide SSL termination and caching services to the Finesse service to reduce latency and improve performance. For more information, see WebProxy Service section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.
Gadget developers must bypass the proxy to access the updated gadget responses for testing purposes. For more information, see Best Practices for Gadget Development section in REST API Developer Guide at https://developer.cisco.com/docs/finesse/#!rest-api-dev-guide.
Cloud Connect
Cloud Connect is an infrastructure component that hosts services that enable integration with Cisco Webex Cloud Services, such as Cisco Webex Experience Management.
Cisco Webex Experience Management Post-Call Survey
Cisco Webex Experience Management is the platform for Customer Experience Management (CEM) , integrated with powerful tools that allow you to see your business from your customers' perspective. Experience Management powers customer journey mapping, text analytics, and predictive modeling using the feedback collected from customers via different channels such as email, SMS, and IVR.
After enabling Experience Management in Unified CCX:
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Administrators can configure IVR, SMS, or email post-call surveys to collect feedback directly from customers. Configure the IVR survey when an inline survey has to be played to the customer at the end of a call. Configure the SMS or email survey when a survey link has to be sent to the customer after a call allowing them to provide feedback at their convenience.
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Administrators can configure and add gadgets that can be viewed on the Finesse desktop. The Customer Experience Journey gadget displays the feedback provided by the customer across all the previous interactions. The Customer Experience Analytics gadget displays the performance of teams managed by the supervisor or the aggregated feedback data from all the customers about the agent.
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Agents and supervisors can view pulse of the customers through industry standard metrics such as NPS, CSAT, and CES or other KPIs.
For information about how to enable and configure Experience Management, see Cisco Webex Experience Management chapter in the Cisco Unified Contact Center Express Features Guide
For information about the design considerations for triggering a post-call survey, see Cisco Webex Experience Management chapter in the Solution Design Guide for Cisco Unified Contact Center Express
Customer Journey Analyzer for Business Metrics (Trials)
Customer Journey Analyzer is a cloud service that processes historical contact center data from on-premise deployment to generate specific Business Metrics across the contact center. It displays trends to help you identify patterns and gain insight for continuous improvement. You can view the Abandoned Contacts dashboard on the Customer Journey Analyzer which enables supervisors and business analysts to identify where contacts are being abandoned and take appropriate action. You can use Customer Journey Analyzer to create visualizations using Customer Activity Records, Customer Session Records, and Agent Activity Records.
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Customer Journey Analyzer is available as Trials. Please contact your Cisco Support to get started on Trials. |
Smart Licensing
Cisco Smart Licensing helps you to procure, deploy, and manage licenses easily, and report license consumption. It pools the license entitlements in a single account and allows you to move licenses freely across virtual accounts. Smart Licensing is enabled across Cisco products and is managed by Cisco Smart Software Manager (Cisco SSM) or Cisco Smart Software Manager On-Prem (Cisco SSM On-Prem).
Smart Licensing registers the product instance, reports license usage, and obtains the necessary authorization from Cisco SSM or Cisco SSM On-Prem.
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Cisco Workforce Optimization licenses are not supported with Smart Licensing. Consequently, customers who upgrade to 12.5 must continue with Classic Licensing if they want to continue using Cisco WFO. Alternatively, customers who want to move to Smart Licensing for Unified CCX must consider migrating to the SolutionsPlus version of Workforce Optimization. |
Unified CCX Health Check Utility
This utility helps administrators to check the overall health of the Unified CCX system. Administrators can examine the following:
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Hardware usage—CPU, Memory, Disk Space, and Disk I/O Latency status.
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Unified CCX configuration—Configured parameters such as Agents, Skills, CSQs, Outbound Campaigns, Supervisors per team, and so on.
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Database—Status, Replication status, Space usage, Number of Wallboard/External clients, and so on.
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Unified CM configuration in Unified CCX—AXL, JTAPI, RmCm, and so on.
MRCP V2 Support
Along with MRCP v1, MRCP v2 is supported for communicating with third-party ASR-TTS servers. For the complete list of supported VXML tags and attributes, see the topic Unified CCX VoiceXML Elements in the Cisco Unified Contact Center Express Getting Started with Scripts, Release 12.5(1).
Secure RTP for Unified CCX
This release ensures the RTP streamed for IVR is secured between gateway and the IVR port. When secure RTP is enabled, the signaling channel (JTAPI) between Unified CCX and Unified CM is also secured and encrypted.
Cisco Unified CCX Editor
Unified CCX Editor Web Launcher, a Java based application that is supported on Windows, Mac, and Linux has been introduced. You must download the .jnlp file (Java Web start) from the Cisco Unified CCX Administration in order to use the editor.
Delete Customer Collaboration Platform Configuration
Customer Collaboration Platform configuration can now be deleted using the Unified CCX Administration interface.