Cisco Unified Intelligent Contact Management Enterprise

Информационные бюллетени и сведения о продуктах

Технические характеристики

• Cisco Unified Intelligent Contact Management Enterprise 7.5 31-Jul-2008

Уведомления о снятии продуктов с производства и о прекращении продаж

• Cisco Unified CCE and Unified ICM Enterprise Release 9.0

  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6 12-Mar-2020
  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Intelligent Contact Management Enterprise, Cisco Unified Contact Center Enterprise - EOL options 26-Nov-2019
  • Annonce d’arrêt de commercialisation et de fin de vie de Cisco Siebel CRM Connector and Non-Production Suite for Unified Intelligent Contact Management Enterprise 26-Nov-2019
  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Hosted Editions 9.0 29-Sep-2014

• Cisco Unified Communications Software Subscription (UCSS)

  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Communications Software Subscription (UCSS) 16-Jul-2014

• Cisco Unified CCE and ICM Release 7.5 and Cisco Unified Intelligence Suite 7.5

  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions 7.5 30-May-2013

• Cisco Unified CCE and Unified ICM Enterprise Release 7.0, 7.1, and 7.2

  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions 7.0, 7.1, and 7.2 26-Apr-2011

• Cisco Unified CCE 6.0 and Unified ICM Enterprise Release 6.0

  • EoS and EoL for Cisco Unified CCE 6.0 and Unified ICM Enterprise Release 6.0 26-Apr-2011

• Cisco Customer Contact Software

  • End of Sale and End of Life for ICM Enterprise/Hosted and IPCC Enterprise/Hosted Release 5.0 16-Sep-2014
  • Addendum to EoS and EoL Announcement for Cisco Customer Contact Releases including Cisco Agent Desktop 4.4 and Earlier Releases 21-Feb-2006
  • EOS and EOL for Cisco Customer Contact Software Releases 04-May-2004

• Cisco ICM 5 Volt SS7 Card

  • EOS/EOL Announcement for the Cisco ICM 5 Volt SS7 Card 28-Dec-2005

• Cisco Enterprise Non-Production Suite

  • EOS/EOL Annoucement For Cisco Enterprise Non-Production Suite 02-Feb-2006

• Cisco InterVoice Peripheral Gateway & System Manager

  • EOS/EOL Announcement For Cisco InterVoice Peripheral Gateway & System Manager 02-Feb-2006

• Cisco ICM 3.3 Volt SS7 Card

  • End-of-Sale and End-of-Life Announcement for the Cisco ICM PCI 3.3-Volt SS7 Card 04-Dec-2009
• End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 12.0 25-Jan-2021
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6 20-Mar-2020
• End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center and Cisco Unified Intelligent Contact Management Enterprise and Hosted Editions 8.0 and 8.5 16-Jan-2013

Уведомления о безопасности

Рекомендации по вопросам безопасности, ответы и уведомления

• Cisco Unified Communications Web-based Management Vulnerability 09-Nov-2014
• Microsoft SQL Server 2000 Vulnerabilities in Cisco Products - MS02-061 10-Dec-2011

Уведомления о дефектах

• Field Notice: FN - 72306 - Unified Contact Center Enterprise (UCCE)/Packaged Contact Center Enterprise (PCCE) and Unified Customer Voice Portal (CVP): QuoVadis Root CA 2 Decommission Might Affect Smart Licensing - Workaround Provided 29-Mar-2022
• Field Notice: FN - 70219 - CUIC LiveData Gadgets Broken with Google Chrome Browser Version 67 - Software Upgrade Recommended 29-Jun-2018
• Field Notice: FN - 64075 - CTI Server Agent Real Time Statistics Missing on Supervisor Desktop, Inconsistent Agent_Team OpenRequests from Client 27-Jan-2016
• Field Notice: *Expired* FN - 61872 - Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft October 04 Security Update 05-Jun-2007

Выпуск и совместимость

Комментарии к выпуску

• Release Notes for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.2(1) (Updated January 8, 2009) 08-Jan-2009 (PDF - 674 KB)
• Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) Installer Update C 24-Nov-2008 (PDF - 1 MB)
• Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.1(1) (updated 18/June/2007) 02-Nov-2007 (PDF - 787 KB)
• Release Notes for Cisco Unified Contact Center Security Wizard for ICM Software Releases 7.0, 7.1, and 7.2 (Updated, 24/October/2007) 24-Oct-2007 (PDF - 232 KB)
• Cisco Automated Administrator for Symposium (AAS) Release Notes, Release 1.1 12-Oct-2006 (PDF - 137 KB)
• Cisco Automated Administrator for Symposium (AAS) Release Notes, Release 1.0 21-Jun-2006 (PDF - 137 KB)

Ссылки

Справочные технические руководства

• Cisco ICM Software ACD Supplement for Nortel Symposium (15/Dec/2008) 03-Dec-2013 (PDF - 1 MB)
• Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 11-Mar-2012 (PDF - 18 MB)
• Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.2(1) 01-Apr-2011 (PDF - 14 MB)
• Database Schema Handbook for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0) 01-Apr-2011 (PDF - 6 MB)
• Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.2(2) (Updated, January 28, 2009) 17-Mar-2011 (PDF - 16 MB)
• Cisco ICM/IPCC Enterprise and Hosted Anti-Virus Software Guidelines 12-Nov-2007 (PDF - 201 KB)
• Database Schema Handbook for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.1(1) 02-Nov-2007 (PDF - 5 MB)
• Cisco ICM Software Release 5.0 Database Schema Handbook 14-Sep-2007 (PDF - 5 MB)
• Cisco ICM/IP Contact Center Enterprise Edition Release 6.0(0) Database Schema Handbook 29-Jun-2007 (PDF - 6 MB)
• Cisco ICM Windows 2000 Planning for Release 6.0(0) 29-Jun-2007 (PDF - 709 KB)
• Cisco ICM Release 6.0(0) Staging On Windows 2000 29-Jun-2007 (PDF - 2 MB)

Проектирование

Технические примечания по дизайну

• Использование команды route 07-Apr-2009

Установка и обновление

Руководство по установке и модернизации

• ICM Setup and Installation Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 06-Dec-2011 (PDF - 3 MB)
• Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.x(y) 31-May-2011 (PDF - 4 MB)
• Installing OEM Microsoft Windows 2003 and OEM Microsoft SQL 2005 11-Jan-2010 (PDF - 865 KB)
• Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX, Enterprise Release 7.5(1) and Express 7.0(1) 05-Feb-2009 (PDF - 5 MB)
• Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 02-Dec-2008 (PDF - 3 MB)
• Cisco Security Agent Installation/Deployment Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 18-Jul-2008 (PDF - 465 KB)
• Cisco Automated Administrator for Symposium (AAS) Installation and Troubleshooting Guide 05-May-2008 (PDF - 2 MB)
• Cisco Security Agent Installation Guide for Cisco Intelligent Contact Management Software, Release 6.0(0) 10-Jan-2008 (PDF - 722 KB)
• Cisco Security Agent Installation/Deployment Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0) 10-Jan-2008 (PDF - 360 KB)
• Installation Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.1(1) 14-Nov-2007 (PDF - 1 MB)
• ICM Installation Guide for Cisco ICM Enterprise Edition, Release 7.0(0) 02-Nov-2007 (PDF - 943 KB)
• Pre-installation Planning Guide for Cisco ICM Enterprise Edition, Release 7.0(0) (Updated December 2007) 02-Nov-2007 (PDF - 3 MB)
• Cisco IPCC Gateway Deployment Guide, Release 7.0(0) (Updated March 2006) 02-Nov-2007 (PDF - 2 MB)
• Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0) 02-Nov-2007 (PDF - 3 MB)
• Cisco ICM/IPCC 7.0 Upgrade Migration Strategies White Paper 02-Nov-2007 (PDF - 90 KB)

Настройка

Примеры конфигурации и технические примечания

• Unified Contact Center Enterprise: Troubleshoot CTI OS Failover Issue 15-Dec-2011
• Использование команды route 07-Apr-2009
• How to Determine Which NT Service Pack is Installed 06-Apr-2005

Руководства по конфигурации

• Cisco Unified Intelligent Contact Management / Unified Contact Center, Enterprise and Hosted Serviceability Best Practices Guide, Release 7.x 10-Aug-2012 (PDF - 3 MB)
• ICM-to-ICM Gateway User Guide for Cisco Unified ICM Enterprise & Hosted, Release 7.5(1) 18-Jul-2008 (PDF - 655 KB)
• ICM Configuration Guide for Cisco Unified ICM Enterprise, Release 7.5(1) 18-Jul-2008 (PDF - 5 MB)
• Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.x(y) 18-Jul-2008 (PDF - 5 MB)
• ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions, Release 7.1(1) 02-Nov-2007 (PDF - 538 KB)
• ICM Configuration Guide for Cisco ICM Enterprise Edition, Release 7.0(0) (Updated June 2007) 02-Nov-2007 (PDF - 4 MB)
• ICM-to-ICM Gateway User Guide for Cisco ICM Enterprise & Hosted Editions, Release 7.0(0) 02-Nov-2007 (PDF - 738 KB)
• SNMP Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0) 02-Nov-2007 (PDF - 608 KB)
• Cisco ICM/IPCC Release 7.0(0) Port Utilization Guide (12/12/2005) 02-Nov-2007 (PDF - 631 KB)
• Cisco ICM Enterprise Edition Release 6.0(0) Configuration Guide 29-Jun-2007 (PDF - 2 MB)
• Security Best Practices for Cisco Intelligent Contact Management Software Release 6.0(0) 29-Jun-2007 (PDF - 1 MB)
• Cisco ICM Software Release 6.0(0) ICM-to-ICM Gateway User Guide 29-Jun-2007 (PDF - 1 MB)
• Cisco Security Agent Installation/Deployment Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.2(1) 11-Jun-2007 (PDF - 513 KB)
• Cisco Contact Center Product Port Utilization Guide (with ICM/IP Contact Center Enterprise 6.0(0) -- updated 6/21/2007) 15-Jun-2004 (PDF - 706 KB)
• Cisco Contact Center Product Port Utilization Guide (updated 8/5/2004) 15-Jun-2004 (PDF - 537 KB)

Обслуживание и эксплуатация

Руководства по поддержке и эксплуатации

• ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 18-Jul-2008 (PDF - 4 MB)
• ICM Administration Guide for Cisco ICM Enterprise Edition, Release 7.0(0) (Updated July 2007) 02-Nov-2007 (PDF - 4 MB)
• Cisco ICM Enterprise Edition Release 6.0(0) Administration Guide 29-Jun-2007 (PDF - 2 MB)

Руководства пользователя

• Reporting Guide for Cisco Unified ICM Enterprise & Hosted, Release 7.5(1) 31-Jan-2012 (PDF - 4 MB)
• Reporting Guide for Cisco Unified ICM Enterprise & Hosted, Release 7.2(1) 31-Jan-2012 (PDF - 4 MB)
• Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1) 15-Nov-2011 (PDF - 4 MB)
• Virtualization Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(3) 20-Aug-2010 (PDF - 2 MB)
• ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0)(Updated April 2009) 02-Apr-2009 (PDF - 5 MB)
• ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted, Release 7.5(1) 18-Jul-2008 (PDF - 1 MB)
• Reporting Guide for Cisco Unified ICM Enterprise & Hosted, Release 7.1(1) 02-Nov-2007 (PDF - 3 MB)
• Cisco ICM Enterprise Edition SS7 Gateway Configuration Tool User Guide, Release 7.0(0) (updated June 2006) 02-Nov-2007 (PDF - 2 MB)
• Cisco Intelligent Contact Management Software Release 6.0(0) Bill of Materials 31-Jul-2007 (PDF - 765 KB)
• Cisco ICM Enterprise Edition Release 6.0(0) SS7 Gateway Configuration Tool User Guide 29-Jun-2007 (PDF - 2 MB)
• ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise Release 7.2(1) 18-Jun-2007 (PDF - 2 MB)

Поиск и устранение неполадок

Support FAQ

• What is the Maximum Amount of Time a Cisco ICM Call Can Stay in the Queue? 02-Oct-2014
• Router Error Code 448 27-Dec-2007
• How Do Cisco ICM Servers Handle Daylight Saving Time? 17-May-2006
• What Steps Should be Taken When Changing IP Addresses for an Entire Cisco ICM Network? 25-Oct-2005
• Does Cisco ICM Version 4.6.2 Support Microsoft Windows 2000 Service Pack 3? 22-Sep-2005

Технические примечания по поиску и устранению неисправностей

• Maximum amount of data that can be processed by ICM MDS message 20-May-2020
• How to Rectify the DLL Locked Issue during UCCE MR Installation 18-Oct-2017
• Troubleshoot Persistent Variable's Value Loss After Restart of Intelligent Contact Management (ICM) Router 20-Jun-2017
• What is the NT Event Viewer? 01-Oct-2014
• UCCE: Troubleshoot ICM Agent Chat Issue 21-Sep-2011
• Troubleshoot ICM Language Issues 31-May-2011
• Change Administrator Password for IPCC Devices 24-Mar-2011
• Методы использования служебной программы создания дампа журнала 07-Feb-2010
• ICM 7.2(5), 7.2(6) and 7.2(7): OPC Capture Files Fills Up Hard Drive, Resulting in Unreliable System 29-Jul-2009
• Historical Data Server (HDS) Shows High Disk Space Usage 16-Jul-2009
• Использование команды route 07-Apr-2009
• IPCC/ICM Server Best Practices Checklist 11-May-2008
• CrashDumpEnabled Value is Set to Zero during ICM Setup 25-Sep-2007
• Outbound Option: Determine if a Number Appears in the Do-Not-Call List 25-Sep-2007
• Turning Up Tracing 12-Jun-2007