This document provides installation instructions for ICM11.6(1) ES7. It also contains a list of ICM issues resolved by this engineering special. Please review all sections in this document pertaining to installation before installing the product. Failure to install this engineering special as described may result in inconsistent ICM behavior.
This document contains these sections:
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This Engineering special is designed to be installed on an UCCE 11.6(1) system.
ICM Compatibility and Support Specifications
• UCCE Version 11.6(1)
ICM11.6(1) ES7 is compatible with and should be installed ONLY on these ICM components:
Do not install this engineering special on any components other than the following:
Stop ICM services
Run ICM11.6(1) ES7 patch installer.
Start ICM services.
To uninstall this patch, go to Control Panel. Select "Add or Remove Programs". Find the installed patch in the list and select "Remove".
Note: Patches have to be removed in the reverse order in which they were installed. For example, if you had installed patches 3, then 5, then 10 for a product, you will need to uninstall patches 10, 5 and 3 in that order to remove all patches for that product.
Note: You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/support/bugtools/Bug_root.html
This section lists caveats specifically resolved by ICM11.6(1) ES7.
CSCvf89574 - Multiple Supervisors per Person Configuration Support
CSCvg39095 - UserGroup entry get created with type SSO for when non-UCM Supervisor is added
This engineering special provides the ability to configure a global default domain in the System Information tool. Subsequently, any new supervisors created in the Agent Explorer tool entered without a full UPN or SAM account name will be associated with the global default domain, described below.
Default Domain Names
The introduction of SSO in 11.5(1) added a requirement that usernames be in UPN format.
To offer flexibility, this release includes a new option, Default domain name, on the Configuration Manager's System Information dialog. With this option, you can choose a default domain name to add to usernames in a non-SSO environment. If a username is not in UPN (or SAM account) format, Unified CCE attaches this global domain name to the username when new supervisors are created.
In non-SSO solutions, Unified CCE does not require a username to be in UPN format. However, activities like supervisor sign-in might require you to sign in with UPN-formatted credentials.
NOTE: Release 11.6(2) and 11.5(2) also add this new feature.
Non-SSO solutions had to add domain names to usernames in Release 11.5 or 11.6. Those solutions now can set a Default domain name and then remove the domain name from the usernames with the Bulk Editor tool. For detailed instructions on this process, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise.
Defect Number: CSCvf89574
Component: aw.tools
Severity: 6
Headline: Multiple Supervisors per Person Configuration Support
Symptom: Can not select an existing person to assign to a supervisor if already assigned to another supervisor.
Conditions: UCCE deployment with more than one agent peripheral. Supervisors who want to monitor teams across multiple peripherals.
Workaround: None
Further Problem Description:
Defect Number: CSCvg39095
Component: aw.tools
Severity: 3
Headline: UserGroup entry get created with type SSO for when non-UCM Supervisor is adde
Symptom: User Group Entry gets created with type SSO.
Conditions: When creating a new supervisor on non-Supported Peripheral.
Workaround: None
Further Problem Description:
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