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, you must upgrade Finesse, IdS, and CUIC to Release 12.6(1) ES02 or above. If you are using Unified CCE 12.6(1), you must upgrade Live Data to 12.6(1) ES02 or above. You can access the 12.6(1) ES03 Release and Readme from the following locations:

• Finesse 12.6(1) ES

• CUIC/LD/IdS 12.6(1) ES

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. If CORS status is "enabled", you must explicitly add the reverse-proxy domain name to the list of CORS trusted domain names.

Unified CCE leverages Artificial Intelligence (AI) and Natural Language Understanding (NLU) to provide services that assist agents. These Contact Center AI services are available for the agents through the Agent Answers gadget and the Call Transcript gadget on the Cisco Finesse desktop.

The Agent Answers gadget displays relevant suggestions and recommendations in real time for the agent to consider. The suggestions and recommendations are based on the ongoing conversation between the caller and the agent. Agent Answers enhances the customer experience because the timely suggestions improve the ability of the agent to respond.

The Call Transcript gadget dynamically converts the ongoing voice conversation to text and presents the text to an agent for real-time viewing and reference.

For details on how to configure the Agent Answers and Call Transcription features, see the Agent Answers and the Call Transcription chapters in the following documents:

• Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html

• Cisco Packaged Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

For information on the design considerations of the Agent Answers and Call Transcription features, see the Contact Center AI Services Considerations section in following documents:

• Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html

• Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 12.6 at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html

Note	To enable Agent Answers or Call Transcript features, ensure your Cisco Unified CVP is on 12.6(1) ES 06, Cisco Finesse is on 12.6(1) ES 01, and Cloud Connect is on 12.6.

Graceful shutdown allows you to perform firmware upgrades, apply security patches, and apply Engineering Specials (ES) without the need for a maintenance window. With this feature, active calls and sessions are transitioned over to secondary or redundant components before an upgrade process is initiated on the target system. Agent states, call states, and call context are maintained. Operations such as reskilling and changing an agent's team membership are not affected.

For more information, see the following documents:

• Administration Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html

• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

For Cisco Contact Center Enterprise solution, it is important to have continuous and seamless monitoring of the deployed solution and automated alerting when anomalies are detected. AppDynamics provides a solution for application and platform performance monitoring that helps to achieve the following:

• Platform, application, and End User Monitoring (EUM) through dashboards and metrics.

• Automated alerting mechanism in case of anomaly detection.

For ordering and setting up AppDynamics SAAS controller, please contact appd_ucce_sales@cisco.com

Note	For AppDynamics, CCE supports SaaS and On-Prem controller (version 21.4.10-24683) over secure connection only.

You can modify your existing 24000 agent reference design to scale up to 36000 agents. This is accomplished by adding more peripheral VMs and peripheral gateways to the deployment and modifying specific configuration limits. You must also modify the OVA files for Live Data and Cisco Identity Service (IdS).

For more information about configuring your solution for 36000 agents, see the following documents:

• Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html

• Solution Design Guide for Cisco Hosted Collaboration Solution for Contact Center at https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-implementation-design-guides-list.html.

For more details, see the Scale up to 36000 Agents topic in the Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html

Starting Unified CCE 12.6(x), a new custom truststore is created under the Unified ICM Installation directory <ICM install directory>\ssl\cacerts to store all the component certificates. With this new custom truststore, you don't need to export and import the certificates each time Java is updated in the system.

After upgrading from Unified CCE 12.5(x) to Unified CCE 12.6(x), you should export the certificates from the Java truststore to the custom truststore under the Unified ICM Installation directory <ICM install directory>\ssl\cacerts.

Export the certificate from the Java truststore:

• Run the command at the command prompt: cd %JAVA_HOME%\bin.

  Important

  Use CCE_JAVA_HOME if upgrading from Unified CCE 12.5(1a) or Unified CCE 12.5(1) with ES55 (mandatory OpenJDK ES).

• Export the certificates of all the components imported into the truststore.

  The command to export the certificates is keytool -export -keystore <JRE path>\lib\security\cacerts -alias <alias of the component> -file <filepath>.cer

• Enter the truststore password when prompted.

Import the certificate to the custom truststore:

• Run the command at the command prompt: cd %CCE_JAVA_HOME%\bin.

• Import the certificates for all the components that you exported from the Java truststore.

  The command to import certificates is keytool -import -keystore <ICM install directory>\ssl\cacerts -file <filepath>.cer -alias <alias>.

• Enter the truststore password when prompted.

• Enter 'yes' when prompted to trust the certificate.

Cisco Contact Center Enterprise solution components now support vMotion of live virtual machines (VMs) on Cisco Hyperflex servers. VMware vMotion enables the live migration of running VMs from one physical server to another with zero downtime, continuous service availability, and complete transaction integrity. vMotion is a key enabling technology for creating dynamic, automated, and self-optimizing data centers.

This release supports Elliptic Curve Digital Signature Algorithm (ECDSA) certificate, which can be enabled in Unified CCE, Cisco Unified CVP, Cisco Finesse, Cloud Connect, CUIC, Cisco VVB, Cisco IdS, and ECE.

For details on how to enable ECDSA, see Enabling ECDSA for Unified CCE Solution in Security Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

To enable ECDSA certificate, the following solution components in the specified versions, and the respective Engineering Specials (ES) are required. You have to install the below ESes in the order listed:

• Cloud Connect 12.6(1) ES1

• Cisco VVB 12.6(1) ES1

• Cisco CVP 12.6(1) ES6

• CUIC 12.6(1) ES1

• Cisco Finesse 12.6(1) ES1

• ICM 12.6(1) ES9

The Contact Center Enterprise (Unified CCE/Packaged CCE/Webex CCE) solutions supports the Webex Workforce Optimization offering. See https://www.cisco.com/c/en/us/support/contact-center/webex-workforce-optimization/series.html.

The Voice surveys can be triggered through Webex Experience Management or by using the traditional Post Call Survey (using CVP IVR).

Webex Experience Management surveys use the same scripting and call flows as Post Call Survey, except that the Questionnaire is provided by the cloud-based Experience Management service. The Call Studio survey application, to be invoked, is configured in the router script that runs during the survey leg of the call, and is passed to the CVP through an ECC variable.

The Call Studio application fetches the questions from the Experience Management service, collects the answers from the caller, and submits them to the Experience Management service over REST APIs.

For more information on how to configure Experience Management, see the Webex Experience Management Integration chapter in the following documents:

• Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html

• Cisco Packaged Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

Experience Management is supported in all the deployment types. For more information on the call flow and design considerations, see the following documents:

• Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html

• Solution Design Guide for Cisco Packaged Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html

The mobile agent capacity on the PG are as follows:

• 2000 with nailed-up connections (1:1)

• 1500 with nailed-up connections if the average handle time is less than 3 minutes, or if agent greeting or whisper announcement features are used with the mobile agent (1.3:1)

• 1500 with call-by-call connections (1.3:1)

For more details, see the PG Agent Capacity with Mobile Agents section in the Sizing and Operating Conditions for Reference Designs chapter in the following documents:

• Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html

• Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 12.6 at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html

Cisco Webex Experience Management (referred to as Experience Management), introduced in 12.5(1), is a Customer Experience Management (CEM) solution that allows you to see your business from the perspective of your customers.

In 12.6(1), this feature is extended to SMS and Email. Customers can participate in surveys using the links sent over SMS or email. The survey results help the agents and the supervisors to offer more personalized and contextual experience to the customers.

Administrators can configure and customize the survey in the Experience Management console. The responses are displayed on the Customer Experience Journey gadget in the Finesse.

For more information, refer to the section Webex Experience Management Integration in the following documents:

• Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html

• Cisco Packaged Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

The Unified ICM/Unified CCE Diagnostic Framework Portico has moved to form-based authentication for login. It has a new login page, an option to log out, and a 30 minute session timeout.

Note	The GetMenu URL is now deprecated.

Note	For more information, see Diagnostic Toolssection in the Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

EDMT is used for seamlessly migrating data across different versions.

During the upgrade from 12.0(1) and 12.5(1) to 12.6(1), you can use EDMT 12.6(1) for data migration and synchronization.

You can also use EDMT 12.6(1), during the Technology Refresh migration from Windows Server 2016 to Windows Server 2019 on 12.6(1).

For more information on EDMT, see the following documents:

• Cisco Unified Contact Center Installation and Upgrade Guide: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

• Cisco Packaged Contact Center Installation and Upgrade Guide: https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html

You can now update the Dialer registry settings to enable or disable the outbound Dialer from retrying or redialing failed personal callbacks with dialing errors (where the CallResult value is 2).

For more information, see the Dialer Registry Settings section in the Cisco Unified Contact Center Enterprise Outbound Options Guide.

Administrators can now configure the inactivity timeout for a session to avoid being logged out after 30 minutes of inactivity. Navigate to the Unified CCE Administration Portal > Call Settings > Miscellaneous > Global > Login Session > Session Inactivity Timeout to set the inactivity time.

Note	This feature is only applicable for sessions where administrators are using the Unified CCE Administration Console and does not apply to agent sessions in Finesse Desktop and ECE.

For more information, see the following guides:

• The System Setting for Unified CCE Deployment section in the Administration Guide for Cisco Unified Contact Center Enterprise Release, 12.6(2) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html

• The Miscellaneous section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.6(2) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

Note	This feature requires ICM_12.6(2) _ES9 to be installed on the 12.6(2) target system.

Microsoft SQL Server 2016 and later includes a set of query optimizer enhancements. Under rare circumstances, queries against the Logger historical data have shown higher bandwidth and disk utilization. Interaction with the Logger VM becomes sluggish and the Windows Resource monitor shows close to 100 percent active time on the SQL Server database drive.

If you observe this issue, upgrade Microsoft SQL Server to the latest service pack. If you still experience this issue, run the following query against the database to set compatibility to Microsoft SQL Server 2014:

“Alter Database <dbname> set COMPATIBILITY_LEVEL = 120”

You can run this query while the system is in operation. For more information about this issue, refer to CSCvw51851.