Packaged Contact Center Enterprise 10.5(1) Release Notes Packaged Contact Center Enterprise Release Notes 10.5(1) 2 Change History 2 Introduction to Packaged Contact Center Enterprise Release 10.5(1) 2 New and Changed Features 3 Deprecated Features 6 Caveats 6 Documentation Feedback 9
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Packaged Contact Center Enterprise 10.5(1) Release Notes
Packaged Contact Center Enterprise Release Notes 10.5(1) 2
Change History 2
Introduction to Packaged Contact Center Enterprise Release 10.5(1) 2
New and Changed Features 3
Deprecated Features 6
Caveats 6
Documentation Feedback 9
Revised: September 25, 2015,
Packaged Contact Center Enterprise Release Notes 10.5(1)
Change HistoryThis table lists changes made to this document since the initial release. Earliest changes appear in the bottom rows.
LinkDateChange
New Features, on page3
September, 2015Added support for Nexus 1000V and VMware vNetwork Distributed Switch.
Added support for Exony VIM Reporting.
New Features, on page3
Deprecated Features, onpage 6
June, 2015Added support for the Remote Expert Mobile and Remote Expert Branchdeployments of Video Contact Center.
Remote Expert Mobile Basic has been renamed Video Contact Center withJabber Guest.
Added deprecation notice for the Golden Template tool.
New Features, on page3
October, 2014Added support for Video Contact Center.
New Features, on page3
September, 2014Added support for the UCS B-Series Fabric Interconnects Validation Tool.
June, 2014Initial release
Introduction to Packaged Contact Center Enterprise Release 10.5(1)These release notes describe new features and changes for Release 10.5(1) of Packaged CCE.
Packaged CCE Release 10.5(1) is a minor release. Details of the features included in this release are available in the relevant end-userdocumentation, which are located on the Cisco.com Web page for Packaged CCE: http://www.cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html. You can also open release notes for prior versions of Packaged CCE from that page.
Packaged CCE 10.5(1) shares the samemedia kit as Unified CCE 10.5(1) which includes some componentsnot supported in a Packaged CCE deployment. In addition, the 10.5(1) media kit contains componentsthat are release 10.0(1) which is not used for Packaged CCE 10.5(1) deployment. Use only release 10.5(1)software when deploying Packaged CCE 10.5(1).
VMware vNetwork Distributed Switch and Nexus 1000V Support
Packaged CCE now supports the VMware vNetwork Distributed Switch and Cisco Nexus 1000V Switch for VMware vSphere.
For more information, see the Virtualization for Cisco Packaged CCE DocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.
Exony VIM Support
Packaged CCE now supports ExonyVIM for reporting only. Your Packaged CCE deploymentmust include an External AW-HDS-DDSto use Exony VIM reporting.
Provisioning is not supported.
Video Support
Packaged CCE now supports video calls (Video Contact Center). To enable this functionality, install the Packaged CCE ES update# ICM10.5(1)_ES7, available at http://software.cisco.com/download/release.html?mdfid=284360381&softwareid=284503841&release=10.5(1)_ES7&relind=AVAILABLE&rellifecycle=&reltype=latest.
Packaged CCE supports the following Video Contact Center capabilities:
• Caller to agent video
• Video on Hold (agent-initiated)
• Video in QueueVideo in Queue is an optional Basic Video feature in Cisco Unified Customer Voice Portal that plays videos before and whilea caller is in queue. Video in Queue allows the caller to interact with the Unified CVP through high-definition video prompts,and to navigate a video menu using DTMF keys.
• Cisco MediaSense video call recording
• Video Contact Center with Jabber Guest (formerly Remote Expert Mobile Basic)
Callers outside the enterprise's network use a Cisco Jabber Guest browser client to engage in video calls with agents. Unregisteredcallers can make calls using standard browsers such as Internet Explorer, Safari, and Chrome on PC or Mac computers, or viatablets and smartphones.
• Remote Expert Mobile
Callers outside the enterprise's network engage in web-based video chats or expert assist sessions with agents. Unregisteredcallers canmake calls using standard browsers on PC orMac computers, or tablets and smartphones. Remote Expert ApplicationServer andMedia Broker components provide expert assist functionality, including co-browsing, screen sharing, remote control,annotation, content and URL push, and assisted form completion.
For all information about the Remote Expert Mobile deployment, see the Cisco Contact Center Solutions and UnifiedCommunications Manager Solution Configuration Guide for Remote Expert Mobile, available at http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-mobile/tsd-products-support-series-home.html.
• Remote Expert Branch, including Immersive and Kiosk
Support for HD TelePresence video endpoints has also been added.
For more information, see the Packaged Contact Center Enterprise Design Guide.
B-Series Hardware Supported
For fresh installs, Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and the B200 M3TRC#1. For upgrades, Packaged CCE continues to support both the Unified Computing System (UCS) C240 M3S TRC#1 and C260M2 TRC#1 servers.
For more information, see the Packaged Contact Center Enterprise Design Guide.
UCS B-Series Fabric Interconnects Validation Tool
Packaged CCE now offers this validation tool to perform checks on currently deployed UCS B-Series Fabric Interconnect clustersand determine compliance with Packaged CCE requirements. To use this tool, follow the directions on the validation tool wiki pageat http://docwiki-dev.cisco.com/wiki/Packaged_CCE_UCS_B-Series_Fabric_Interconnects_Validation_Tool.
ESXi 5.5 Support
Packaged CCE now supports ESXi 5.5. For more information, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html.
Log Collection Enhancement
CUIC and Finesse log are now included in the log collection. A progress indicator also shows the status of the log collection inprogress.
Simplified Trace Management
Packaged CCE now offers easy-to-follow trace level management for on-box VMs.
Product Version
Product version is now visible in system inventory.
New Media Routing Peripheral Interface Managers (PIM)
The MR PG now accommodates up to four PIMs:
• One Outbound PIM
• A Multichannel PIM for SocialMiner
• A Multichannel PIM for E-Mail Interaction Manager / Web Interaction Manager
• A Multichannel PIM for a third-party multichannel application
For more information, see the Packaged Contact Center Enterprise Design Guide.
New Live Data Reports
Packaged CCE has added two new Live Data reports:
• Precision Queue: Shows a summary for all agent activity for each precision queue.
• Skill Group: Shows a summary for all agent activity for each skill group.
For more information, see Packaged Contact Center Enterprise Reporting User Guide.
Copy Agents
You can now create a new agent by copying an existing agent record.
Multi-Edit Functionality
Using the Agent tool, you can now edit the description, desk settings assignment, and/or team membership for up to 50 agents atonce. The agents must all belong to the same department or all be global agents.
Demo Capabilities
The following features can be enabled in Packaged CCE Lab mode:
• System Inventory, available in the Deployment tool
• Log Collection
• Live Data
To enable these features, follow the directions on the Packaged CCE Lab Only Deployment Information wiki page at http://docwiki.cisco.com/wiki/Packaged_CCE
Changed Features
Server Status Updates
The Status rules are now categorized for easier management, and span all virtual machines in the deployment. New details describethe rule state, and aid in debugging.
Additional heath checks are performed as well, including CPU, Memory, Disk Usage, and data store latency.
Supported Attributes Per Precision Queue
The number of unique attributes per precision queue has increased to 10.
Supported Call Types
Packaged CCE now supports up to 2000 configured call types.
Concurrent Agent Limits Removed
Limits for the number of concurrent agents for Outbound and Multichannel are removed. Any of the 1000 agents can be used forInbound, Outbound, or Multichannel as long as the total system load remains under the capacity defined in the Packaged CCEDesignGuide.
Mobile Agent With Agent Greeting
If you are using Mobile Agent with Agent Greeting on Cisco Unified Communications Manager, you must install the UnifiedCommunications Manager Engineering Special 10.5(1.11002-1). For more information, see CSCuo83514.
The Agent Queue Statistics gadget (QueueStatistics.jsp) is enabled by default in the default desktop layout XML code. However,this gadget is not supported for the Agent role in Packaged CCE deployments. The Live Data Reports gadgets provide equivalentfunctionality for the Agent role. To disable this feature, see the Packaged CCE Installation and Upgrade Guide.
Deprecated Features
Golden Template Tool for Packaged Contact Center Enterprise
The Golden Template tool for Packaged CCE is deprecated beginning in Release 10.5(1). No further engineering development willoccur on the Golden Template tool, and support for the tool will be removed in a future release.
Caveats
Bug Search Tool
If you have an account with Cisco.com, you can use the Bug Search tool to find caveats of any severity for any release.
Access the Bug Search Tool at https://www.cisco.com/cisco/psn/bssprt/bss. Enter the bug identifier in the search box and press Enteror click Search.
Open Caveats
Caveats listed in these tables are open Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identifiedby customer-use. These include caveats specific to Packaged CCE, as well as Unified CCE caveats that have an impact on PackagedCCE.
HeadlineComponentSeverityIdentifier
Dialer Stuck Port handling sometimes causes Dialer exitoutbound2CSCup13112
Campaign Manager Exception after Importoutbound3CSCuo78811
BA Import process exit due to exceptionoutbound3CSCuo78834
Dialer exits due to Exception in GetCallResultsoutbound3CSCuo78851
Resolved Caveats
Caveats listed in these tables are resolved Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identifiedby customer-use. These include caveats specific to Packaged CCE as well as Unified CCE caveats that have an impact on PackagedCCE.
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