Release Notes for Unified CCX and Cisco Unified IP IVR 8.0 ...€¦ · 4 Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4 Important Notes Using GUI If you plan to
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4
Revised: December, 2011
This document describes important information, caveats, and issues addressed in Cisco Unified Contact Center Express (Unified CCX) Release 8.0(2) SU4.
To view the release notes for previous versions of Unified CCX and Cisco Unified IP IVR, go to: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html.
To access the latest software upgrades for all versions of Unified CCX and Cisco Unified IP IVR, go to http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=278875240
Introduction This document describe the new features and the caveats resolved in Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP IVR Release 8.0(2) SU4 (Build: 8.02.11005-20). These release notes are updated for every maintenance release but not for patches or hot fixes. Before you install Unified CCX and Cisco Unified IP IVR, we recommend that you review this document for information about issues that may affect your system.
System Requirements For current information about supported products for Unified CCX, refer to Unified CCX Software and Hardware Compatibility Guide, which is available at this URL:
Related Documentation Documentation for Unified CCX is accessible from Cisco.com at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
Upgrade Paths to 8.0(2) SU4You can upgrade to Unified CCX Release 8.0(2) SU4 if you are running any of the following versions on your servers:
Note You must install 7.0(2)ES03 to upgrade from 7.0(2) to 8.0(2)SU4.7.0(2)ES03 [ Image Name: 7.0.2-ES03_Build031.exe ] can be downloaded from Cisco.com at: http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=280840578&release=7.0%282%29_ES3&relind=AVAILABLE&rellifecycle=&reltype=latest
Note A media kit for 8.0(2) must be obtained to support Unified CCX Release 7.0(1) SR5 and 7.0(2) Windows to-Linux upgrade.
2Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4
Note To complete the upgrade, continue with the rest of the steps listed in the Cisco Unified Communications Operating System Administration Guide for Unified CCX and Cisco Unified IP IVR, available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html
Linux-to-Linux Upgrade NotesIf you are doing Linux-to-Linux Upgrade from Unified CCX 8.0(1) to Unified CCX 8.0(2)SU3, apply the COP patch file ciscouccx.801upgradefix.cop.sgn, which you can download from the download area on Cisco.com, Unified CCX 8.0(2) Downloads.
You can apply the COP patch file using GUI (graphical user interface) or CLI (command line interface).
3Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4
Step 1 On the OS Administration tab, choose Software Upgrades > Install/Upgrade.
Step 2 Enter the location on an SFTP server where you have stored the COP file.
Using CLI
If you plan to use CLI, run the CLI command utils system upgrade initiate and enter the folder path where the COP patch file is located along with the SFTP server IP address.
Note To complete the Linux-to-Linux upgrade, continue with the rest of the steps listed in the Cisco Unified Communications Operating System Administration Guide for Unified CCX and Cisco Unified IP IVR, available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html
Important NotesThis section highlights the important changes in this version.
ICD Line for Agents
The total number of lines configured on the agent's phone should be maximum 4.
When configuring an agent, the ICD line must be in position 1 through 4 on the agent phone or the agent will be unable to login.
Shared Line Support
Unified CCX 8.0(2) ES1 and later versions offers support for multiline changes to handle events for ACD calls on primary as well as secondary lines of an agent’s phone device. This means when an ACD call exists on an agent’s secondary line, the agent can manage the call on Cisco Agent Desktop (CAD) and Cisco Supervisor Desktop (CSD).
A call is considered an ACD call based on the following rules:
– The call is delivered to the Agent from the CSQ.
– The call is a consult call for an ACD call.
– An agent on an ACD extension (incoming or outgoing) handles all calls.
– The call was handled by an agent on an ACD extension at some point during the history of the call.
– The agent used JAL or DTAL feature (conference/transfer) feature between two calls (at least one of them was an ACD call).
Under these conditions, the CSD user can monitor, record, barge into, or intercept that call.
4Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4
The various issues with access permissions for custom code are addressed in this release.
Note The only supported access to read/write files from disk using custom code is to use the customer folder. To view the location of this folder, use the following syntax: System.getProperty(“uccx.customer.dir”) Warning: This customer folder is not backed up by Unified CCX. Also, purging capability is not supported for this folder.
Restrictions with Generating Historical Reports
Due to a limitation set for 10K records in CCDR tables, there was an issue to generate HR reports for larger duration.
To provide the flexibility to generate reports with more than 10,000 records, this limitation has been removed by fixing the defect CSCtj96987. The behavior henceforth will be same as 7.x releases, where the reports can be generated for longer duration (up to the tmpdb capacity of 2 GB).
Unsupported Configurations and Scenarios for Unified CCX
Unified CCX 8.0(2) SU4 does not support the following configurations and scenarios:
• Shared lines for CTI ports and for CTI route points.
• Expansion servers, except for automatic speech recognition (ASR) or text-to-speech (TTS), which must be separate, dedicated servers.
• ICD call answer/transfer using any third-party attendant console desk software is not supported with Unified CCX.
• SIP REFER between a switchboard and Unified CCX is not supported if the transfer is completed after the call has been answered on the Unified CCX CTI port because of media reestablishment issues.
Caveats • Using Bug Toolkit, page 5
• Open Caveats, page 6
• Resolved Caveats, page 7
Using Bug Toolkit Known problems (bugs) are graded according to severity level. These release notes contain descriptions of the following:
• All severity level 1, 2, and 3 bugs
• Significant severity level 4 bugs
You can search for problems by using the Cisco Software Bug Toolkit.
5Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4
Caveats
Before You Begin
To access Bug Toolkit, you need the following items:
• Internet connection
• Web browser
• Cisco.com user ID and password
Procedure
Step 1 To access the Bug Toolkit, go to http://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs.
Step 2 Log in with your Cisco.com user ID and password.
Step 3 To look for information about a specific problem, enter the bug ID number in the “Search for Bug ID” field, then click Go.
For information about how to search for bugs, create saved searches, and create bug groups, click Help on the Bug Toolkit page.
Open CaveatsThe caveats in Table 1 lists the important defects that are open in this release of Unified CCX.
For more information about an individual defect, you can access the online record for the defect by clicking the Identifier or going to the URL shown. You must be a registered Cisco.com user to access this online information.
Because defect status continually changes, be aware that Table 1 reflects a snapshot of the defects that were opened at the time this report was compiled. For an updated view of open defects, access Bug Toolkit as described in the “Using Bug Toolkit” section on page 5.
Table 1 Open Caveats
Identifier Headline Workaround
CSCtw68597 OB calls causing JTAPI leak when agent skip/cancel calls
No Workaround
CSCtw64043 Incorrect Russian prompts by Create Generated Prompt step
No Workaround
CSCtw78745 CVD should notify RASCAL server when DB master failover alone
Cycle Engine or DB service, to move the both services on same Node.
CSCtu39141 CVD requests to restart itself due to intermittent network flap (HAoWAN)
No Workaround
CSCtw89575 UCCX: Yield method may delay heartbeat transmission
Ensure the network between UCCX nodes meets the network requirements for UCCX clustering.
6Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4
Resolved Caveats Table 2 lists all the defects that are resolved in this release of Unified CCX.
A Resolved (R) caveat indicates that the bug is fixed. The assigned engineer moves the bug to this state when testing is complete.
Note In certain rare circumstances, we are unable to fix the bug in all versions in which it is found. The defect will still be in state ‘R’. Please contact the TAC if you are being impacted by a defect in this condition.
For more information about an individual defect, you can access the online record for the defect by clicking the Identifier or going to the URL shown. You must be a registered Cisco.com user to access this online information.
Because defect status continually changes, be aware that Table 2 reflects a snapshot of the defects that were resolved at the time this report was compiled. For an updated view of resolved defects, access Bug Toolkit as described in the “Using Bug Toolkit” section on page 5.
Table 2 Resolved Caveats
Identifier Severity Headline
CSCts44049 1 UCCX vulnerable to directory traversal
CSCte78088 2 DialingList record update takes longer time on system with large dataset
CSCtn16852 2 VOIP Monitor Subsystem System not starting
From the Tools and Utilities page, select the Voice technology link, and search for a solution using a free text query or a guided search.
Obtaining Documentation, Obtaining Support, and Security Guidelines
For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:
Obtaining Documentation, Obtaining Support, and Security Guidelines
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.
Documentation FeedbackYou can provide comments about this document by sending email to the following address:
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/web/siteassets/legal/trademark.html. 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)
Release Notes for Cisco Unified Contact Center Express 8.0(2) SU4
15Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4