Added notes on SQL Server Service accounts, calculating bucket intervals for abandoned calls, Tomcat version upgrade, and security policies for hardening contact center servers.
Release 11.0(1) introduces Live Data reporting
system for Cisco HCS for Contact Center. Unified Intelligence
Center supports Live Data on the report viewer and on the Finesse
desktop as gadgets.
Live Data Reporting System is a data reporting
framework that processes real-time events with fast refresh rates
and high availability. The Live Data Reporting System continuously
pushes real-time updates to Unified Intelligence Center reporting
clients as the event occur.
The Real Time and
Historical Data flows are used to support existing stock and
custom reports through the Administrative Workstation (AW)
The following four new reports use Live Data
Cisco Unified Intelligence Center Live Data
report uses STOCK data source called Streaming data source in this
Cisco Virtualized Voice Browser
Release 11.0(1) introduces new optional
component for Cisco HCS for CC, Cisco
Virtualized Voice Browser. Cisco Virtualized Voice Browser (Cisco VVB)
provides a platform for interpreting Voice XML documents.
When a new call arrives at the contact center,
the VVB allocates a VXML port that represents the VoIP endpoint. Cisco VVB sends HTTP requests to
Cisco Unified Customer Voice Portal (Unified CVP) VXML server. In response to HTTP request, the
Unified CVP VXML server executes the request and sends dynamically
generated VXML document.
Finesse IP Phone
Finesse IP Phone
Agent (IPPA) helps to access Finesse features on Cisco IP phones as an
alternative to accessing Finesse through browser. Finesse IPPA supports less
features than the Finesse desktop in the browser, but it does allow you to
receive and manage calls if they are lost or do not have access to a desktop.
Enablement in a Hybrid Deployment
administrators can enable precision queues for routing and queuing to Unified
Communications Manager agents in a Unified CCE hybrid deployment.
Precision routing is
available for the following deployment types:
UCCE 4000 Agents
UCCE 8000 Agents
You cannot assign
precision queue attributes to agents on a third-party Automatic Call Distributor (ACD). Precision queues support only Contact Center Enterprise agents.
terminate in the router during failure scenarios for Type 10 Voice Response Unit (VRU) peripherals.
This process ensures that the system does not attempt to use and reserve agent
resources without the ability to deliver a call. Outstanding Cisco Unified Customer Voice Portal (Unified CVP) Call Control
and VRU Voice XML (VXML) dialogs terminate in the router in the
following failure scenarios:
connection loss between the VRU Peripheral Interface Manager (PIM) and Unified CVP
connection loss between the VRU Peripheral Gateway (PG) and router
Failure of the
Failure of the
For transient Device Management Protocol (DMP) failures that do not result in active VRU
PIM failure, the router does not terminate the CVP call control dialogs. These
dialogs can then be routed as soon as the DMP path gets established again.
Routing NEW_TASK MR request dialogs terminate in the router in the following failure scenarios:
connection loss between the MR PG and the router
connection loss between the MR PIM and the application
Failure of the
Failure of the
Endpoints for Agents and Callers
This release includes support for the following endpoints:
This release supports Network Service and Virtual account for SQL Server and SQL Server Agent Services. A privilege, Perform Volume Maintenance Tasks, is added to SQL service account if it is running with Network service or Virtual account.
The installer adds a warning message to the installer logs if that SQL server runs with other service accounts.
Shared Components Sub-Customer for Small Contact Center Deployment
In Release 11.0(1) small contact center deployment model uses shared contact
center core components with two options based on the
of peripheral components. Dedicated sub-customer Unified CM and peripheral gateways deployment
up to 500 agents. In shared unified CM and
peripheral gateway deployments the sub-customers can deploy
on shared infrastructure within the contact
There are two options that the sub-customer can choose according to the infrastructure.
Dedicated components sub-customer - Dedicated Cisco Unified CM, Peripheral Gateway
and Finesse sized for either 100 or 500
Shared components sub-customer - Shared
Cisco Unified CM, Peripheral Gateway and Finesse support up to 2000 agents across 100 department enabled
Context Service does not support small contact center deployment model.
HCS for CC Release 11.0(1) supports Unified CCDM 11.0(1) , this has enhanced user interface and new features that includes Gadgets and Apps feature and Multi-AD Support.
Gadgets and apps features support
multiple gadgets simultaneously, where you can view/edit the
gadgets and Apps are used to save gadgets.
Using Multi-AD Support you can have
active directory for each sub customer.
CTI Server Message Protocol Version 19 Updates
The CTI Server Message Protocol Version 19 has the following added or updated messages:
New Security Policies for Hardening Contact Center Enterprise Servers
This release has new security policies for hardening Windows 2012 R2 Servers that run contact center enterprise solutions. For more information on these group policy settings, see the Security Guide for Cisco
Unified ICM/Contact Center Enterprise.
Tomcat Version Update
This release bundles a new version of Tomcat (7.0.62) to host CCE web applications.
Fixed Inconsistency in Calculating Bucket Interval Between Answered and Abandoned Calls
This release changes the calculation of bucket interval to make it consistent among answered and abandoned calls.
Starting in this release, Self Service time is not included in the bucket interval calculation for abandoned calls. The time is calculated only from the time the call is queued. This process is similar to the answered calls bucket interval calculation.
engineering development will occur for these features. Deprecated
features are scheduled for removal in a future release. Plan to transition to
the designated replacement feature. If you are implementing a new deployment,
use the replacement technology rather than the deprecated feature.
Please review applicable notes for details about exceptions or other qualifiers.
Announced In Release
"Half Hour" database tables:
Interval database tables
Start migrating any custom reports that use the half hour tables to the corresponding interval table.
CTI OS Agent Desktop
Deprecated for Unified CCE, Packaged CCE, and Cisco HCS for Contact Center.
For the foreseeable future, support continues for Avaya (ACM and Aura), Aspect, and System PG.
CTI OS Supervisor Desktop
CTI OS-Based Silent Monitoring
Cisco Agent Desktop
Cisco Agent Desktop 10.0(2) is the last version that Unified CCE will support.
Cisco Media Blender
For Unified WIM and EIM, use the Script Editor to configure dialed number prefixes and filters for Agent Request.
AAS for Symposium (SEI Interface)
Interface retired by vendor.
H.323 protocol support for Mobile Agent
On-Demand Licensing Model for Unified CCE
Hosted Collaboration Solution (HCS) for Contact Center
CTI OS /LOAD
now sets the agent to NOT READY on CTI disconnect (whether desktop or
server). The supervisor can force agents to sign out. You can also implement an inactivity timer that forces a sign-out in the agent desk settings configuration.
parameter was sometimes used in Unified CCE to force agents to sign out on CTI
Intelligent Contact Management Hosted (ICMH) and Unified Contact Center Hosted
Cisco Hosted Collaboration Solution (HCS) for Contact Center
This release has no important notes.
Removed and Unsupported Features
This release has no removed or unsupported features.