Features

Features Summary

  • General Availability (GA) feature:

    GA refers to the stage in the product lifecycle when the software version and its documentation are officially released and publicly available to all customers.

  • Beta Feature

    Beta refers to the stage in the product lifecycle where select customers are invited to evaluate and provide feedback on features that have not yet reached GA.

    Beta features are not enabled by default and are "out of the box". To join Beta testing or enable these features, email the Product Management team at cce-pm-team@cisco.com.

For CCE ES202508, the following components have made features available:

Solution/Component

 GA Features

Updated Features

Beta Features

Unified CCE/Packaged CCE

Webex AI Agent for Voice and Digital Channels

New Features

Agent Typing Notification for Chat Templates

Customers don’t have to wait and guess anymore as they can now see real time indicator when agent is typing a response to their query. This feature is available across the templates and custom implementation using APIs.

CTI Server State sync with ECE Agent state

ECE Agent state will be updated real time in case of any disconnects or logout event from the CTI server. This will help enhance the agent experience while working on chat and email.

Ability to search Department while importing MRDs and Users

Administrators can now search the Department, while importing UCCE MRDs and Users into ECE. This will particularly benefit deployments with large number of Departments, where finding the right Department to import MRDs & Users used to be challenging.

Support for Entra ID

CCMP Portal now allows logins using Entra ID, in addition to Windows Authentication and ADFS.

Updated Features

Graceful Shutdown for Router

You can now initiate maintenance mode on Router or Rogger via orchestration.

For more information about maintenance mode in orchestration, see the Initiate maintenance mode for a specific node(s) section in CCE Orchestration chapter of the following guides:

Disabling Personal Callback Reattempt

This outbound enhacement improves agent productivity and customer experience by preventing agents from being assigned to unanswered Personal Callback (PCB) calls and by restricting redialing. Rescheduling is disabled for unreachable personal callback records with call results 2, 4, 6, 8, 9, or 16. The list of unanswered calls for manual rescheduling can also be retrieved.

CCE now allows you to use the PersonalCallbackReattempt registry on both the Campaign Manager and Dialer to control redial attempts for unanswered .

You can prevent retry of unanswered PCB calls by disabling the PersonalCallbackReattempt registry on both the Dialer and Campaign Manager. This configuration stops the Dialer from redialing unanswered PCB calls and ensures that the Campaign Manager does not reschedule them, instead marking the records with a closed status (C).

For more information about enabling or disabling the PersonalCallbackReattempt registry, see the Registry Settings chapter in the Outbound Option Guide for Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

Beta Features

Webex AI Agent

The Webex AI Agent, an AI-powered virtual assistant, is now available for voice and digital channels. With the Webex AI Agent, you can create AI-driven voice agents to automate customer service and support interactions before involving a human agent. These agents facilitate voice interactions with intonation, language comprehension, and contextual awareness throughout conversations.

Customers will benefit from an experience similar to having a personal assistant, receiving help with inquiries, information retrieval, and reduced wait times.