System Release Notes for Contact Center: Cisco Unified Communications System, Release 8.5(1)
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Table Of Contents
System Release Notes for Contact Center:
Cisco Unified Communications System Release 8.5(1)Cisco Unified Communications Manager
Cisco Unified Contact Center Express and Unified IP IVR
Cisco Unified Customer Voice Portal
Cisco Unified Intelligence Center
Cisco Unified IP Phone Support
Cisco Unified Communications for RTX
Cisco Adaptive Security Appliance
Cisco Unified Operations Manager
Unified Computing System C-Series Blade Servers (Unified Communications Virtualization)
Latest Software Upgrades and Licenses
NextPort Digital Signal Processor card nearing end-of-life
Obtaining Documentation and Submitting a Service Request
System Release Notes for Contact Center:
Cisco Unified Communications System Release 8.5(1)
Contents
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Latest Software Upgrades and Licenses
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Overview
As part of its standard methodology, Cisco Systems performs system-wide testing of Cisco Unified Communications components to supplement the product-level testing performed on each Cisco Unified Communications product.
A major deliverable of the System Release and Cisco Unified Communications System testing is a recommendation of compatible software releases that have been verified by the testing teams. The recommendations are not exclusive and are in addition to interoperability recommendations for each of the individual voice application or voice infrastructure products.
For information about component software releases for Cisco Unified Communications System Release 8.5(1), see System Requirements. Software compatibility data for all Cisco Unified Communications System releases, as well as updated compatibility information for this release, is available from the Cisco Unified Communications Compatibility Tool at:
http://tools.cisco.com/ITDIT/vtgscaThis document focuses on the contact center products of Cisco Unified Communications System testing. Information about IP Telephony (IPT) components that were tested for Cisco Unified Communications System Release 8.5(1) is available at: http://cisco.com/go/unified-techinfo
This document is the Cisco Unified Communications System release notes on the testing conducted on voice systems including the following major components:
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Tested Functionality
The system-wide testing of contact center functionality for Cisco Unified Communications System Release 8.5(1) included the following direct and upgrade paths:
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http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC8.0.2/release_notes/rnipc802.htmlThe following major components were upgraded:
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For a list of the target Cisco Unified Communications System Release 8.5(1) versions that the contact center components were upgraded to, see Software Version Matrix.
For system upgrade procedures for Cisco Unified Communications System Release 8.5(1), see the System Installation and Upgrade Manual for Contact Center at: http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC8.5.1/cc_system_inst_upg/siumc851.pdf
Deployment models tested for the contact center environments are listed below.
The Parent/Child load test bed has the following deployment models:
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The Unified CVP Post Route load test bed has following deployment models:
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The Unified Communications Manager Post Route load test bed includes following deployment models:
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New functionality tested for the contact center test environments includes:
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The following Unified Communications components were tested on Unified Computing System C-Series Blade Servers:
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For more information about Unified Communications on Unified Computing System (Virtualization), see http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization.
New and Changed Features
Cisco Unified Communications System Release 8.5(1) integrates telephony, conferencing (voice and web), messaging, and contact center products for enterprise IP customers in a variety of deployment models using SIP and SCCP endpoints over IP networks. The contact center system is a part of the end-to-end system release for enterprise Cisco Unified Communications, which is centered on the latest Unified Communications Manager release.
The following sections provide brief overviews of new and enhanced features for Cisco Unified Communications System Release 8.5(1) major components and links to release note documentation:
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Cisco Unified Communications Manager
Cisco Unified Communications Manager Release 8.5(1) includes the following new features and changes to functionality:
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For detailed information about these changes, see New and Changed Info for Cisco Unified Communications Manager Release 8.5(1) at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/rel_notes/8_5_1/delta/delta.pdfFor other information about Release 8.5(1), see Release Notes for Cisco Unified Communications Manager Release 8.5(1) at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/rel_notes/8_5_1/cucm-rel_notes-851.pdfCisco Unified Intelligent Contact Center Management Enterprise and Cisco Unified Contact Center Enterprise
Cisco Unified Contact Center Enterprise/Unified Intelligent Contact Management Enterprise
Release 8.5(1) includes the following new features and changes to functionality:•
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For information about features and functionality, see Release Notes for Cisco Unified Contact Center Enterprise Release 8.5(1) at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/release/notes/icm85rlsnts.pdfCisco Unified Contact Center Express and Unified IP IVR
Cisco Unified Contact Center Express and Unified IP IVR 8.5(1) includes the following new features and changes to functionality:
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For information about features and functionality, see Release Notes for Cisco Unified Contact Center Express Release 8.5(1) at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdfCisco Unified Customer Voice Portal
Cisco Unified Customer Voice Portal 8.5(1) includes the following new features and changes to functionality:
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For information about features and functionality, see Release Notes for Cisco Unified Customer Voice Portal (Unified CVP) 8.5(1) at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp8_5/release/notes/cvp85rlsnts.pdfCisco Unified Intelligence Center
The features included in the 8.0(3) release of the Cisco Unified Intelligence Center include:
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For information about features and functionality, see Release Notes for Cisco Unified Intelligence Center Release 8.0(3) at:
http://www.cisco.com/en/US/products/ps9755/prod_release_notes_list.html
Cisco Finesse
Cisco Finesse is the next-generation agent and supervisor desktop for Cisco Unified Contact Center Enterprise, providing benefits across a variety of communities that interact with the customer service organization. It is designed to provide a collaborative experience that improves the customer experience by enhancing customer service representative experience.
For IT professionals, Cisco Finesse offers smooth integration with the Cisco Collaboration portfolio. It is standards-compliant, and offers low cost of customization of the agent and supervisor desktops.
Note
For information about features and functionality, see the documentation available at:
http://www.cisco.com/en/US/products/ps11324/prod_literature.htmlCisco MediaSense
Cisco MediaSense is a media recording platform that uses Web 2.0 Application Programming Interfaces (APIs) to expose its functionality to third-party customers so they can create custom applications.
The system is comprised of several components. The Capture Server terminates media streams for storage on a local disk; meta data associated with the recording is stored in a database, and exportable to open file format. The Application Management Server provides web services interfaces to enable applications to search for and retrieve recordings and associated call history and meta data. A web-based media replay application connects with the Application Management Server to play back recordings.
Cisco MediaSense provides the following features:
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For information about features and functionality, see Release Notes for Cisco MediaSense Release 8.5(1) at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/mediasense/85/releasenotes/msrn851.pdfCisco SocialMiner
Cisco SocialMiner is a social media customer care solution that can help organizations proactively respond to customers and prospects communicating through public social media networks like Twitter, Facebook, or other public forums or blogging sites. By providing social media monitoring, queuing, and workflow to organize customer posts on social media networks and deliver them to a social media customer care team, a company can respond to customers in real time using the same social network they are using. The 8.5.1 release is available with Cisco Unified Contact Center Enterprise and Cisco Unified Contact Center Express.
Features of Cisco SocialMiner include:
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For information about features and functionality, see Release Notes for Cisco SocialMiner Release 8.5(1) at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/socialminer/socialminer_85/release/notes/sm85rlsnts.pdfCisco Agent Desktop
Cisco Agent Desktop Release 8.5(1) includes the following new features and changes to functionality:
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For information about features and functionality, see Release Notes for Cisco Agent Desktop 8.5(1) at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/release/notes/cad85ccern.pdfCisco Unified Presence
Cisco Unified Presence Server Release 8.5(1) includes the following new features and changes to functionality:
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For information about features and functionality, see Release Notes for Cisco Unified Presence Release 8.5 at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cups/8_5/english/rel_notes/cup8xrn.pdfCisco Unified SIP Proxy
Cisco Unified SIP Proxy Release 8.5 includes the following new features and changes to functionality:
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For information about features and functionality, see Release Notes for Cisco Unified SIP Proxy Release 8.5 at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cusp/rel8_5/release_notes/cuspr85.pdfCisco Unified IP Phone Support
Cisco Unified IP Phones 6901, 6911, 6921, 6941, 6961, 6945, 9951, 9971, and 8961(SIP) run on SIP firmware release 9.1(1). SIP Firmware Release 9.1(1) includes the following new features and changes to functionality:
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For a detailed description of SIP Firmware Release 9.1(1) features and functionality, see Cisco Unified IP Phone 8961, 9951, and 9971 (SIP) Release Notes for Firmware Release 9.1(1)SR1 at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cuipph/9971_9951_8961/firmware/9_1_1/release_notes/9900_8900_911.pdfCisco Unified Communications for RTX
Cisco UC Integration for RTX 8.5(1) includes the following new features and changes to functionality:
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For information about features and functionality, see Release Notes for Cisco Unified Communications for RTX Release 8.5 at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucrtx/8_5/english/release/ReleaseNotes8_5.pdfCisco Adaptive Security Appliance
Cisco Adaptive Security Appliance Release 8.4(1) includes the following new features and changes to functionality:
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For information about features and functionality, see Release Notes for the Cisco ASA 5500 Series, Version 8.4(x) at:
http://www.cisco.com/en/US/docs/security/asa/asa84/release/notes/asarn84.pdfCisco Unified Operations Manager
Cisco Unified Operations Manager 8.5.1 will be available in CYQ1 2011. For information about features and functionality, see Release Notes for Cisco Unified Operations Manager 8.5(1) at:
http://www.cisco.com/en/US/products/ps6535/prod_release_notes_list.htmlUnified Computing System C-Series Blade Servers (Unified Communications Virtualization)
The following Unified Communications components were tested on Unified Computing System C-Series Blade Servers:
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For more information about Unified Communications on Unified Computing System (Virtualization), see http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization.
Cisco IOS Release 15.1(3)T
In Cisco Unified Communications System Release 8.5(1), Cisco IOS Release 15.1(3)T includes the following new features and changes to functionality:
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For a detailed description of the new and changed information of Cisco IOS Release 15.1(3)T, see Release Notes for Cisco IOS Release 15.1T at:
http://www.cisco.com/en/US/docs/docs/ios/15_1/release/notes/151TRN.pdf
Note
http://www.cisco.com/en/US/prod/collateral/iosswrel/ps8802/ps10587/ps10591/ps10621/qa_c67_561940.pdf
System Requirements
This section provides the following information about the software versions of Cisco components and firmware versions of Cisco Unified IP phones used in system-wide testing of Cisco Unified Communications System Release 8.5(1) for Contact Center.
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End-of-Sale Components
The following components have reached end-of-sale (EOS) status but are still supported. Because they may be present in existing customer deployments, they remained installed in the test-bed sites for this Cisco Unified Communications System release.
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The EOS date is the last date to order the product through Cisco point-of-sale mechanisms. The product is no longer for sale. Another process, the end-of-life (EOL) cycle, guides the final business operations associated with the product.
The EOL process consists of a series of technical and business milestones and activities that, when completed, make a product obsolete. After a product becomes obsolete, it is not sold, manufactured, improved, repaired, maintained, or supported.
For information about recommended replacements, see the comprehensive list of announcements at End-of-Life and End-of-Sale Products at the following URL:
http://www.cisco.com/en/US/products/prod_end_of_life.htmlFor information about specific products, choose a product from the following URL:
http://www.cisco.com/web/psa/products/index.html. Then click on the End-of-Sale and End-of-Life Products link in the Select a category box.For an overview of the Products and Services EOL policy, see the information at the following URL:
http://www.cisco.com/en/US/products/products_end-of-life_policy.htmlDeployment Considerations
Tables in this section list the recommended software and firmware releases based on Cisco Unified Communications System Release 8.5(1) for Contact Center. Note that not every rebuild is tested as part of the Cisco Unified Communications System testing. Therefore, additional regression testing in a customer or Cisco-specific certification lab is recommended before deployment.
When deploying the Cisco Unified Communications System in a customer environment, remember the following:
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http://www.cisco.com/kobayashi/sw-center/sw-ios.shtml
At this URL, you can also access Feature Navigator and read about the Cisco IOS Roadmap.
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http://tools.cisco.com/Support/BugToolKit/
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Software Version Matrix
Table 1 lists the software release versions of the system components in the contact center test environment. For links to the latest software upgrades and licenses for Cisco Unified Communications System Release 8.5(1) components, see Latest Software Upgrades and Licenses.
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http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization.
Table 1 Software Versions for Contact Center Components in Cisco UC Release 8.5(1)
8.5(1)Call Control
Cisco Unified Communications Manager
8.5(1)
Contact Center
Cisco Unified Intelligent Contact Management Enterprise and Cisco Unified Contact Center Enterprise
8.5(1)
Cisco Unified Intelligent Contact Management Enterprise and Cisco Unified Contact Center Enterprise Operating System
Win2003 SP2/
Win2003 R2 SP2Cisco Unified ICME Support Tools
2.4(1)
Cisco Unified Expert Advisor Operating System
Bundled with Software
Cisco Unified Contact Center Express
8.5(1)
Cisco Unified IP IVR
8.5(1)
Cisco Unified Contact Center Express/Unified
IP IVR Operating SystemBundled with Software
Cisco Unified Customer Voice Portal
8.5(1)
Cisco Unified Customer Voice Portal Operating System
Win2003 SP2/
Win2003 R2 SP2Cisco Unified Intelligence Center
8.0(3)
Cisco Finesse
8.5(1) Lab use only
Cisco MediaSense
8.5(1)
Cisco SocialMiner
8.5(1)
Applications
Cisco Unified Presence
8.5(1)
Cisco Unified SIP Proxy
8.5(1)
Voice Mail and Unified Messaging
Cisco Unity Connection
8.5(1)
Endpoints and Clients
Cisco IP Communicator
7.0(5)
Cisco Unified Personal Communicator
8.0(1)
Cisco Unified Video Advantage
2.2(1)
Cisco Unified IP Phones 7900 Series: 7921G (Wireless), 7940, 7940G, 7960, 7960G, 7962, 7970, and 7970G
Bundled with Unified
Communications Manager.Cisco Unified IP Phones 6900 Series: 6911, 6921, 6941 6961, and 6945
Firmware 9.1.1 SR1
Cisco Unified IP Phones models 9951 and 9971
Firmware 9.1.1 SR1
Cisco Unified IP Phones model 8961
Firmware 9.1.1 SR1
Cisco Unified IP Phones models 6945, 8941, 8945
Firmware 9.1.1 SR1
Cisco Unified Communications for RTX
8.5(1)
Security
Cisco Adaptive Security Appliance (5520, 5540, 5580) Services
8.4(1)
Cisco Adaptive Security Appliance 5500 AIP Security Services Module (IPS)
7.0(2) E3
CiscoWorks Management Center for Cisco Security Agents
6.0(2)
Cisco Security Agent for Unified Communications Manager
Bundled with Unified
Communications
ManagerCisco Security Agent for Unified IP IVR
Bundled with Unified IP IVR
Cisco Security Agent for Unified Contact Center Express
Bundled with Unified Contact Center Express
Cisco Security Agent for Unified Expert Advisor
Bundled with Unified Expert Advisor
Cisco Security Agent for Unified Intelligent Contact Management Enterprise
6.0(1)
Cisco Security Agent for Unified Customer Voice Portal
6.0(1)
Network Management
Cisco Unified Operations Manager
8.5.11
Communications Infrastructure
Cisco IOS Mainline Release
Cisco 3825, 3845 (Unified CVP VXML, voice/data, H.323, SIP, MGCP, IOS-based Transcoders and Conference Bridges, and Cisco Unified Border Element gateways)
15.1(3)T2
Cisco AS5400XM (Unified CVP VXML, voice, H.323, SIP and PSTN gateways)
15.1(3)T2
Cisco Unified Border Element - ISR
15.1(3)T2
Cisco Unified Border Element - ASR
3.2
Cisco VGD-1T3 Voice Gateway
15.1(3)T2
Cisco 3825 MGCP gateway
15.1(3)T2
RSVP Agent (on 38xx platforms)
15.1(3)T2
Cisco 7206VXR (core/WAN router)
15.1(3)T2
Cisco 881 router
15.1(3)T2
Cisco Catalyst 3750 (access switch)
12.2(53)SE2
Cisco Catalyst 6506, 6509 (core switch, Supervisor 2)
8.6(6a)
1 Will be available in CYQ1 2011.
2 Cisco IOS Release 15.1(3)T and 15.1(1)T are short deployment Standard Maintenance releases ideal for the very latest new features and hardware support from Cisco. Cisco provides 18 months of support for Standard Maintenance releases. Customers requiring longer-term maintenance support should consider upgrading to the next 15 M Extended Maintenance release (when it becomes available), which will incorporate all features and hardware support of previous Standard Maintenance and Extended Maintenance releases. For more information, refer to http://www.cisco.com/en/US/prod/collateral/iosswrel/ps8802/ps10587/ps10591/ps10621/qa_c67_561940.html.
Firmware Version Matrix
Table 2 lists the recommended firmware versions of the Cisco Unified IP Phones (SCCP and SIP) used in the contact center test environment.
Latest Software Upgrades and Licenses
The following are links to the latest software upgrades and licenses for Cisco Unified Communications System Release 8.5(1) components:
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http://tools.cisco.com/gct/Upgrade/jsp/index.jspRelated Documentation
System Documentation
The components in these release notes, including the platforms tested, are the same as Cisco Unified Communications System Release 8.5(1) and are discussed in the Technical Information Site at: http://www.cisco.com/cisco/web/docs/iam/unified/ipcc851/Install_and_Configure_System_Components.html
For high-level information about the Cisco Unified Communications System, see Cisco Unified Communications System Documentation at: http://www.cisco.com/go/unified-techinfo
See this content for additional information about the components tested and links to relevant product documentation for installation and configuration procedures.
The System Description provides an overview of the Cisco Unified Communications system and the steps you follow when you deploy a Cisco Unified Communications solution. It describes the Cisco Unified Communications system-level approach, lists key features of theCisco Unified Communications components, and illustrates the various Cisco Unified Communications deployment models.
http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC8.5.1/system_description/SD851.pdf
Installation and upgrade information for components that have been tested and verified during system testing is provided in the System Installation and Upgrade Manual for Contact Center at:
http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC8.5.1/cc_system_inst_upg/siumc851.pdfFor additional information about specific hardware recommendations or bills of material for each product, see System Requirements.
Manageability Documentation
For manageability information of certain products, see documentation at: http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/unified/communications/system/Managed_Services.html
Product Documentation
The following table provides links to the main page for documentation on various Cisco Unified Communications components, from which you can navigate to individual documents.
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Limitations and Restrictions
This section includes the following:
If you are a Cisco partner or a registered Cisco.com user with a Cisco service contract, you can use the Bug Toolkit to find caveats of any severity for any release. Access the Bug Toolkit at: http://tools.cisco.com/Support/BugToolKit/
Cisco offers a Product Alert Tool that allows you to set up one or more profiles that enable you to receive email notification of new Field Notices, Product Alerts, or End of Sale information for the products that you have selected. The Product Alert Tool is available at: http://tools.cisco.com/Support/PAT/
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Important Notes
This section includes important notes related to the testing of Cisco Unified Communications System Release 8.5(1) for Contact Center and includes the following issue.
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NextPort Digital Signal Processor card nearing end-of-life
There will be no software updates for the NextPort Digital Signal Processor card after March 31, 2011. Outstanding issues with the NextPort DSP include the following:
CSCtj23118 AS5400 intermittent problem sending rtp-nte packets. Between 0.1 and 0.2% of calls experience mid-call DTMF failure. However, if the digits are re-entered, they are properly sent by the gateway.
CSCtj73695 AS5400 NextPort sip-notify leaking memory. The Console displays a "low memory" message. The problem does not occur if the rtp-nte protocol is used instead of sip-notify.
Workaround:
New installations and upgrades should use the Cisco AS5X-FC card.
Resolved Caveats
Table 4 lists caveats, grouped by severity, that are resolved now but are not included in the recommended component versions of Cisco Unified Communications System Release 8.5(1) for Contact Center.
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To determine the software version that includes the fix, click on the linked caveat number in the Identifier column in Table 4 to go to the Bug Toolkit.
Open Caveats
Table 5 lists known caveats, grouped by severity, related to the testing of contact center components in Cisco Unified Communications System Release 8.5(1) and previous releases, which were not resolved at the time this document was written.
For additional information about each defect, click on the linked caveat number in the Identifier column in Table 5 to go to the Bug Toolkit.
Troubleshooting
For important troubleshooting information, tips, and recommendations related to Cisco Unified Communications System Release for Contact Center, see the Troubleshooting information at: http://www.cisco.com/cisco/web/docs/iam/unified/ipcc851/Introduction_to_Troubleshooting.html
Obtaining Documentation and Submitting a Service Request
For information about obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.
This document is to be used in conjunction with the documents listed in the "Related Documentation" section.
Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at www.cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1005R)
System Release Notes for Contact Center: Cisco Unified Communications System Release 8.5(1)
Copyright © 2011 Cisco Systems, Inc. All right reserved.
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