New Features
VPN-less Access to Finesse Desktop (For Agents and Supervisors)
This feature provides the flexibility for agents and supervisors to access the Finesse desktop from anywhere through the Internet without requiring VPN connectivity to the Enterprise data center. To enable this feature, a reverse-proxy pair must be deployed in the DMZ. For more information on this feature, see the Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) and Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1).
Media access remains unchanged in reverse-proxy deployments. To connect to the media, agents and supervisors can use Cisco Jabber over MRA or the Mobile Agent capability of Contact Center Enterprise with a PSTN or mobile endpoint.
To use VPN-less access to Finesse desktop feature, you must upgrade Finesse, IdS, and CUIC to Release 12.6(1) ES02. If you are using Unified CCE 12.6(1), you must upgrade Live Data to 12.6(1) ES02. You can access the 12.6(1) ES02 Release and Readme from the following locations:
Note |
For Nginx-based reverse-proxy rules, installation, configuration, and security hardening instructions, refer to the Nginx TechNote article. Any reverse-proxy supporting the required criteria (as mentioned in the Reverse-Proxy Selection Criteria section of Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1)) can be used in place of Nginx for supporting this feature. |
Outbound Option High Availability
This release includes enhancements to Outbound Option to provide High Availability.
Campaign Manager High Availability
This release supports the Outbound Option High Availability feature that allows the Campaign Managers and the Outbound Option Import on both Loggers to operate in active/standby mode. It ensures replication of the Outbound Option databases on both sides. The dialers automatically connect to the active Campaign Manager.
When the Unified CCE system starts, the Campaign Manager on Logger Side A functions as the active Campaign Manager, while the Campaign Manager on Logger Side B fuctions as the standby Campaign Manager.
The Outbound Option import is synchronized on each Logger side with the Campaign Manager on same Logger side. Therefore, the Outbound Option import and the Campaign Manager on each side work in tandem. Together with two-way replication and dialer high availability, this provides a robust fault tolerant Outbound Option experience with continuous operation even if the active Campaign Manager fails.
For more information, see the Outbound Option High Availability section in the Solution Design Guide for Cisco Unified Contact Center Enterprise available at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.
Two-Way Replication
Outbound Option High Availability supports two-way replication between the Outbound Option database that you create on Logger Side A and the Outbound Option database that you create on Logger Side B. Two-way replication offers a High Availability solution in which a failure on the active side of a server allows continuation of outbound dialing and imports on the standby side. All data is replicated between the two sides using Microsoft SQL Server replication.
Enable the Outbound Option High Availability two-way replication on both Logger sides by using Web Setup.
For more information, see the Outbound Option Guide for Unified Contact Center Enterprise available at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.
Platform Updates
This release requires the following prerequisites made to the platform:
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Ensure that you are running Microsoft SQL Server 2014 SP2 (64-bit).
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If your Administration Clients run on Microsoft Windows 7, upgrade to a minimum of Microsoft Windows 7 SP1.
Important |
Ensure that these prerequisites are in place before upgrading to Release 11.6(1). |
Cisco UCS C240 M5 Server Support
Cisco UCS C240 M5SX server is supported for deployment of Release 11.6(1).
License Consumption Report
License Consumption
This release introduces the License Consumption Report. This report uses VRU and dialer port monitoring and utilization statistics.
Use this report to monitor the agent license consumption and other resources such as the VRU-IVR ports and the outbound dialer ports. You can generate this report for specific intervals such as hourly, daily, weekly, monthly or quarterly. This further helps you ensure that you have adequate license allocation to cover the peak or maximum license usage during the license agreement period.
The License Consumption report displays the following for a specific interval:
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Total Agents, Enterprise Agents, and ICM Agents logged in
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Maximum VRU ports utilized
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Maximum Dialer ports utilized
Note |
The VRU and Dialer port, and ICM Agent data will not be available until the Routers, Loggers and PGs are upgraded. |
In this release, the Cisco Unified Intelligence Center (CUIC) reports are updated to present the license consumption data from the updated Database tables.
Spikes in license consumption could occur in events such as shift changes when agents of the outgoing shift have not logged out while the agents of the incoming shift have logged in. The Spike Suppression feature included in the License Consumption report allows you to suppress the steep spikes using the standard 95 percentile algorithm. This makes it convenient to view the report while ignoring the spikes.
The changes made in the Database Schema tables provide the License Consumption report updates. For more information, see the Database Schema Changes topic.
Download and import the License consumption report (Templates_CCE_11.6.1_LC_11.6.1.zip file) from Cisco.com.
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While importing the report, do the following:
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For more information, see the Cisco Unified Contact Center Enterprise Reporting User GuideCisco Unified Contact Center Enterprise Reporting User Guide.
CLID Masking Feature at Unified ICM/CCE Level
The CLID masking option allows you to mask the original CLID / Automatic Number Identification (ANI) of the caller from appearing on the agent desktops and getting stored in the Unified CCE or Unified ICM database. You can set up masking to either remove digits or replace digits with another character. The feature traditionally was only available in NAM/CICM deployments or ICM to ICM deployments using the INCRP NIC.
Cisco Unified CCE, Release 11.6(1) introduces the CLID masking feature at the enterprise level. It is possible to configure the masking option that needs to be applied, on a per routing client basis using a configuration parameter. For more details, see the tool help in the System Information tool and the NIC Explorer tool in the Configuration Manager tool.