Release Notes for Cisco Unified CCX
and Cisco Unified IP IVR 7.0(1)
December, 2011
These release notes describe new features, important information, and caveats for
Cisco Unified Contact Center Express 1 (Cisco Unified CCX) and Cisco Unified
IP IVR, Release 7.0(1).
Release notes may be updated occasionally with new information. For the latest
version of the release notes, and for other Cisco Unified CCX documentation, go
to this URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_
list.html
Before you use Cisco Unified CCX, review the “Installation Notes” section on
page 5 and the “Important Notes” section on page 7.
For a list of the open, closed, and resolved caveats for Cisco Unified CCX 7.0(1)
see the “Caveats” section on page 23.
1.Cisco Customer Response Solutions (Cisco CRS) will be known as Cisco Unified Contact Center Express (Cisco
Unified CCX), effective Cisco Unified CCX 7.0(1) and later. This name change is applicable to all Cisco CRS
products, platforms, engines, and solutions. For example, Cisco CRS Administrator will be known as Cisco Unified
CCX Administrator.
Americas Headquarters:
Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA
© 2011 Cisco Systems, Inc. All rights reserved
Contents
Contents
•
Introduction, page 3
•
Related Documentation, page 4
•
Installation Notes, page 5
•
Important Notes, page 7
•
Cisco Unified CCX Supported Languages, page 15
•
Unsupported Configurations and Scenarios for Cisco Unified CCX, page 16
•
Unsupported and Supported Actions for Cisco Unified CCX Agents, page 17
– Unsupported Actions for Unified CCX Agents, page 17
– Supported Configurations for Agent Phones, page 17
– Unsupported Configurations for Agent Phones, page 19
•
Unsupported Features in Unified CM, page 19
•
Scalability Requirements, page 20
•
Contact Dispositions in Cisco Unified CCX Real-Time Reports and
Historical Reports, page 22
•
Caveats, page 23
– Using Bug Toolkit, page 23
– Open Caveats, page 25
– Closed Caveats, page 27
– Resolved Caveats, page 28
•
Documentation Updates, page 31
•
Obtaining Documentation, Obtaining Support, and Security Guidelines,
page 41
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
2
Introduction
Introduction
The Cisco Unified CCX platform provides a multimedia (voice, data, and web),
IP-enabled customer-care application environment that enhances the efficiency of
contact centers by simplifying business integration, easing agent administration,
increasing agent flexibility, and enhancing network hosting.
New Features in Cisco Unified CCX 7.0
Cisco Unified CCX 7.0(1) provides the following new features:
•
Windows 2003 based and aligns with Cisco Unified Communications
Manager 7.0 and 6.1.
•
Support for Cisco Unified E-Mail Interaction Manager (Unified EIM) and
Cisco Unified Web Interaction Manager (Unified WIM) 4.2.(4).
•
Supports upgrade from CRS 4.5(x) to Unified CCX 7.0(1), CRS 5.0(x) to
Unified CCX 7.0(1).
•
Unified CCX 7.0(1) is aligned with CAD 6.6.
•
Backward compatibility with all the features of CRS 4.5(x) and CRS 5.0(x).
•
Support for JRE Version 1.5.0_14.
•
Name change from Cisco CRS to Cisco Unified CCX.
•
Tomcat Migration from v3.2 to v 5.5 for enhanced security
•
Outbound Feature licence is now included as part of the Premium licence.
There is no separate Outbound feature license.
•
The Licence Validator tool is no longer in the form of a CD. It is now
available for download from the Tools and Resources downloads page.
•
Supports new CAD/CSD enhancements such as Tabbed browser and Browser
edition in the desktop.
•
Integrates with Work Force Optimization with support for WFO 1.2, which
includes QM 2.6 and WFM 8.2(3).
•
Supports integration with CUPS
•
New localizations to include Arabic (prompts only), Russian (all user
interface elements), Norwegian and Finnish1 for CAD/CSD and prompts.
1. The localized Finnish CAD UI will be available in Cisco Unified CCX 7.0(1) SR1.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
3
Related Documentation
•
Support for Agent E-mail - which is included in the Unified CCX Premium
licence1.
•
Support for Nuance 9.02
Related Documentation
Table 1 provides references to related documentation. In addition, you can obtain
online help from the Cisco Unified CCX Administration web pages, the
Cisco Unified CCX Editor, the Cisco Agent Desktop, the Cisco Supervisor
Desktop, the Cisco Desktop Administrator, and the Cisco Unified CCX Historical
Reports client interface.
Table 1
Related Documentation
Related Information and Software
Document or URL
Cisco Unified CCX documentation overview
Cisco Unified CCX 7.0 Resources Card in your
product package.
Cisco Unified CCX documentation
http://www.cisco.com/en/US/products/sw/custcosw
/ps1846/tsd_products_support_series_home.html
Cisco Unified CCX Software and Hardware
Compatibility Guide
http://www.cisco.com/en/US/products/sw/custcosw
/ps1846/products_device_support_tables_list.html
Cisco Unified CCX Solution Reference Network http://www.cisco.com/en/US/products/sw/custcosw
Design
/ps1846/products_implementation_design_guides_l
ist.html
Voice and Unified Communications information http://www.cisco.com/en/US/products/sw/voicesw/
index.html
Operating system documentation
http://www.cisco.com/en/US/products/hw/voiceapp
/ps378/prod_installation_guides_list.html
Virtual Network Computing (VNC)
documentation
http://www.cisco.com/en/US/products/sw/netmgts
w/ps2255/tsd_products_support_series_home.html
Cisco MCS hardware specifications
http://www.cisco.com/en/US/products/hw/
voiceapp/ps378/products_data_sheets_list.html
1. The Agent E-mail feature will be available with Unified CCX 7.0(1) SR1 and not with the Cisco
Unified CCX 7.0(1) release.
2. Support for Nuance 9.0 will be available with Unified CCX 7.0(1)SR1 and not with the Cisco Unified
CCX 7.0(1) release.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
4
Installation Notes
Table 1
Related Documentation (continued)
Related Information and Software
Document or URL
Cisco Unified Communications Manager
documentation
http://www.cisco.com/en/US/products/sw/voicesw/
ps556/tsd_products_support_series_home.html
Cisco Unified CME Administration Guide
http://www.cisco.com/en/US/products/sw/voicesw/
ps4625/products_installation_and_configuration_g
uides_list.html
Telepresence Software
http://www.cisco.com/en/US/products/ps7074/tsd_
products_support_maintain_and_operate.html
Installation Notes
When you install Cisco Unified CCX 7.0(1), refer to the Cisco Unified CCX
Installation guide for installation instructions.
Also, be aware of the following information and guidelines:
•
Before you install, upgrade, or repair Cisco Unified CCX, make sure to
disable virus scanning and the Cisco Security Agent on the server on which
you are performing the procedure.
For more information, refer to the Unified CCX Installation Guide, which is
available at the URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installatio
n_guides_list.html
•
For a high availability deployment to work, both Unified CCX nodes should
be running the same version and using the same server type/model.
•
Note the order in which you are installing node 1, including the Operating
System Service Pack, UCCX Service Release, and the SQL Serice Pack. You
must follow the same order while installing the subsequent nodes if you want
to add these nodes to the cluster that node 1 belongs to. It is also important to
have the install order handy while reinstalling an existing node and adding it
to the cluster where it belonged previously.
•
While upgrading from a previous release, if there are multiple licenses, it is
recommended to zip all the multiple .lic files into a single .zip file and then
upload the .zip file.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
5
Installation Notes
•
After you upgrade to Unified CCX 7.0, please ensure that you upgrade CAD
to the latest version.
•
Hyperthreading is not supported by Microsoft Windows 2000 and 2003 and
is disabled by default in Cisco-provided operating systems.
•
Windows 2K3 does not allow more than 15 characters in the machine
hostname. Before installing Cisco Unified CCX, please ensure that the
machine hostname should not contain more than 15 characters. If the
hostname contains more than 15 characters , change it to less than or equal to
15 characters.
Refer to the caveat, CSCsl18628, for details. To access this caveat, see the
Using Bug Toolkit, page 23
•
For a successful upgrade to Cisco Unified CCX 7.0(1), please close the Cisco
Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator
client applications before performing the upgrade.
Refer to the caveat, CSCsr38667, for details. To access this caveat, see the
Using Bug Toolkit, page 23
•
If you are deploying Unified CCX 7.0(1) with UC520, select the “Cisco Unified
Communications Manager Express” option as the Deployment type in the install
wizard.
•
The Cisco Unified 7.0(1) License Validator verifies the correctness and
validity of your Cisco Unified CCX 7.0(1) license file for an upgrade. This
tool is mandatory for upgrading from CRS 5.0(x) to Cisco Unified CCX
7.0(1). It is optional for upgrading from CRS 4.5(x) to Cisco Unified CCX
7.0(1). However, you are recommended to validate the license when
upgrading from CRS 4.5(x) to Cisco Unified CCX 7.0(1).
You can download the Cisco Unified 7.0(1) License Validator tool from the
Tools and Resources downloads page.
For more information, refer to the Unified CCX Installation Guide, which is
available at the URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installatio
n_guides_list.html
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
6
Important Notes
Important Notes
This section provides important information that might have been unavailable
upon the initial release of documentation for Cisco Unified CCX 7.0(1).
•
Supported products—For current information about supported products for
Cisco Unified CCX, refer to Cisco Unified CCX Software and Hardware
Compatibility Guide, which is available at this URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device
_support_tables_list.html
•
Open source software licenses—Cisco Unified CCX software includes
certain open source software, that are governed by the terms and conditions
of the applicable open source license notwithstanding anything to the
contrary in the Cisco End User License Agreement.
The open source software is available online at this URL:
ftp://ftp-eng.cisco.com/pub/opensource/voice/uccx/uccx-7.0.tar.gz
The applicable open source licenses and other open source notices may be
identified in the documentation or in a README file accompanying the
UCCX software or viewed online at this URL:
ftp://ftp-eng.cisco.com/pub/opensource/voice/uccx/UCCX-7.0-EULA.pdf
•
Third-party software might affect performance and support—Adding
third-party software to a Cisco Unified CCX system may affect how
Cisco Unified CCX functions and may affect Cisco’s support for Cisco
Unified CCX. Such third-party software includes Microsoft critical security
updates, anti-virus software, and other non-required third-party software.
Also, make sure to read and accept the license agreement that comes with a
third-party product.
•
Name change from Cisco CRS to Cisco Unified CCX—Cisco Customer
Response Solutions (Cisco CRS) will be known as Cisco Unified Contact
Center Express (Cisco Unified CCX), effective Cisco Unified CCX 7.0.1 and
later. This name change is applicable to all Cisco CRS products, platforms,
engines, and solutions. As a result of this name change, the system
information about the Cisco Unified CCX components provided by
SYSAPPL-MIB now displays the changed names. For example, Cisco CRS
Engine is now displayed as Cisco Unified CCX Engine.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
7
Important Notes
•
Editor launched with Windows XP style set for Windows and
buttons—Before launching Cisco Unified CCX Editor installed on a remote
Windows XP system, make sure that the Windows Classic style is set for
Windows and buttons.
If Windows XP style is set, change the style to Windows Classic by
performing the steps mentioned in the following workaround:
Workaround
a.
Right-click on the desktop and choose Properties.
b.
On the Appearance tab, choose the Windows Classic style option from the
Windows and buttons drop-down list.
c.
Click OK to change the setting.
Tip
After the Unified CCX Editor is launched, you can now set the style back
to Windows XP style, using the same steps listed in the workaround. Note
that you would need to select the Windows XP style option in Step b.
•
JTAPI Resync—Before attempting the JTAPI Resync from the Cisco Unified
CCX Appadmin interface, the McAfee VirusScan On-Access scan should be
enabled on the Cisco Unified CCX server.
•
SNMP Service Crashes—Ensure that the size of triggers that are created and
associated with a single application in the Unified CCX does not exceed 255
bytes. If more triggers are created and associated with an application, the
SNMP service on Windows will crash and will not start subsequently in
Unified CCX 7.0(1).
•
NIC Card Binding Order—Enabling the second NIC and interchanging the
binding order of NICs such that the second NIC is first in the binding causes
issues such as:
– Recording Step does not record audio
– While attempting to reach RTR, Access Denied Error 500 occurs
Workaround
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
8
Important Notes
Step 1Run PostInstall.exe (C:\Program
Files\Cisco\Desktop\bin\PostInstall.exe) and change the ActiveNIC
card and the IP address of the CAD server.
Step 2Change the Node IP address information by running Cisco Unified CCX
Serviceability Utility by choosing Start > Programs > Cisco
Unified CCX Administrator > Cisco Unified CCX Serviceability
Utility.
Step 3Run Node manager service.
Warning
•
Supervisor to be also configured as agent—In order for the supervisor to
appear in the Team Configuration page, and to be able to login to the supervisors
section of Cisco Desktop Administrator, supervisor must also be configured as
an agent.
•
Importing Contacts for a Campaign—While importing the contacts file for a
campaign, use only comma-separated plain text file with .txt extension. The
contacts file should be ASCII-encoded or UTF-8 encoded if it contains special
characters (for example, if the contact names are in Chinese, Russian, Japanese
and so on).
Do not import a .doc file that has been renamed as .txt. The import of these
converted files will create junk characters and result in invalid entries in the
DialingList table.
•
Using ASR/TTS applications—Do not use the <prompt> element for
playing the .wav files only.
For example, do not use
<prompt>
<audio src="*.wav">
</prompt>
This is not an efficient way as it involves overhead and can lead to distortion
in the .wav file played.
Instead, use
<audio src="*.wav">
This will preserve the audio quality.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
9
Important Notes
Refer to the caveat, CSCsr28802, for details. To access this caveat, see the
Using Bug Toolkit, page 23.
•
CDA not being upgraded—Cisco Desktop Administrator is not being
upgraded via the automatic upgrade mechanism to 7.0(1).
Condition: While upgrading from CRS 5.0(1) to Cisco Unified CCX 7.0(1),
Cisco Desktop Administrator does not launch the automatic upgrade program
and would result in no Service Releases or upgrades to happen.
Workaround: You can manually install the 7.0(1) Cisco Desktop
Administrator on the previous one or you can launch the automatic upgrade
tool directly by running the C:\Program Files\Common
Files\CAD\bin\update.exe program.
Refer to the caveat, CSCsj24198, for details. To access this caveat, see the
Using Bug Toolkit, page 23.
•
For Finnish locale customers—The localized Finnish CAD UI will be
available only in Cisco Unified CCX 7.0(1) SR1.
Refer to the caveat, CSCsr66572, for details. To access this caveat, see the
Using Bug Toolkit, page 23.
•
Windows account username must be “Administrator”—The only
supported username for the Windows account on a server that is running
Cisco Unified CCX is Administrator. If you use another user name, the
Unified CCXAdminUtil.exe tool might not work properly.
•
Microsoft DTC requirements—The Microsoft Distribution Transaction
Coordinator (DTC) requires that your system be able to resolve computer
names by NetBIOS or DNS. You can test whether NetBIOS can resolve the
names by using ping and the server name. The client computer must be able
to resolve the name of the server and the server must be able to resolve the
name of the client. If NetBIOS cannot resolve the names, you can add entries
to the LMHOSTS files on the computers.
For additional information, refer to article number 250367 in the Microsoft
online help and support knowledge base.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
10
Important Notes
•
High CPU use on MCS-7835 3.4 Ghz IBM and MCS-7845 3.4 Ghz IBM
servers—To help conserve CPU resources on an MCS-7835 3.4 Ghz IBM
server or an MCS-7845 3.4 Ghz IBM server, take these actions:
– Rename the process C:\Program Files\IBM\Director\bin\pegsunprv.exe
to C:\Program Files\IBM\Director\bin\pegsunprvOLD.exe
– Rename the process C:\Program Files\IBM\Director\cimom\bin\
Pegasus Provider Adapter.exe to C:\Program Files\IBM\Director\
cimom\bin\Pegasus Provider AdapterOLD.exe
– Disable the service IBM Director Support Program from the Windows
Services window.
Reboot the server after you make these changes.
•
Upgrading Cisco Unified CCX Database to MS SQL Server 2000—To
upgrade the Cisco Unified CCX database type from MSDE 2000 to MS SQL
Server 2000, refer to the MS SQL Server 2000 for Cisco Unified CCX
Resources Card. User data that is stored in the Cisco Unified CCX database
is preserved when you upgrade the database type.
•
Cisco Unified Communications Manager Auto-Register Phone Tool
(TAPS)—To know more about the working of TAPS, refer to the Cisco
Unified Communications Manager Bulk Administration Guide, located at
this URL:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/bat/6_0_1/t15taps.
html
•
sysApplPastRunTable—Cisco Unified CCX 7.0(1) does not support
sysApplPastRunTable as part of SysApplAgent.
•
Requirements for Cisco Unified CCX servers in a high availability
deployment—The Cisco Unified CCX servers must be located in the same
campus LAN and the round-trip delay between these servers should be less than
2 ms. The links between these servers must be highly available and the available
bandwidth should always be considerably higher than the load, and there should
be no steady-state congestion.
•
HA Licensing Requirements
Note
You need a WARM STANDBY license to enable the standby server.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
11
Important Notes
When you apply the licenses to the first or active node in the cluster, the
license files get uploaded to the LDAP server in the central repository. The
license configuration applies to the cluster, that is, to all machines in the
cluster. This implies that if you have uploaded the WARM STANDBY
license to the repository, then when you add a standby server to the cluster, it
would use the same profile or repository to get the license files and you do
not need to apply the same license files again to the standby server.
Note
There is no separate license required for an expansion server. However,
the Recording and Monitoring services are enabled only with the ENH
and PRE licenses.
If your license has HA capability, then the license file will contain a
WARM_STBY feature line in it. For example, for Premium Servers, it would
be Unified CCX_EXP_PRE_WARM_STBY.
•
Cisco CRS 4.x to Cisco Unified CCX 7.0(1) upgrade (using Data
Migration Tool) fails at license validation step during restore—This is
observed only on the upgrade of a license-downgraded Cisco CRS 4.x server.
Issue comes up when license downgrade happens on a Cisco CRS 4.x server
before backing up server data with the Data Migration Tool (DMT). This
occurs because of the issue in Cisco CRS 4.x server while updating license
filter value during the license downgrade.
Workaround: Clear the license filter value in the DMT backup tar file and
repackage it. To change/clear the license filter value, follow these steps:
a. Make sure the system has a tar utility to un/repack the DMT backup tar.
If not exists, download the tar executable from
http://gnuwin32.sourceforge.net/packages/gtar.htm (For Windows) link.
b. Copy the backup tar file (DMTBackup-xxxxx.tar) to C:\ drive (Make
sure that, there exists enough space to copy backup tar file to C:\ drive)
c. Open command line console (cmd) by choosing Start > Run and then
typing cmd.
d. Change the directory to C:\ drive by typing :\> cd c:\
e. Execute the following command to extract the tar:
tar –xvf
DMTBackup-xxxxx.tar
If tar executable (tar.exe) is not on C:\ drive, specify absolute path to the
tar executable. This will create a DM-STI folder in c:\drive.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
12
Important Notes
f. Then open the file: “C:\DM-STI\4xlicense\4.0(5)LicFilter”
g. Clear the contents inside the 4.0(5)LicFilter file and save it.
h. Repack the tar file from the console (cmd) by executing the following
command:
tar –cvf
DMTBackup-xxxxx_MOD.tar DM-STI
i. Once done, use the modified backup tar file
(DMTBackup-xxxxx_MOD.tar) for the upgrade in DMT.
•
Redirection to unmonitored device pattern is not supported—Unified
CCX does not support the use of consult transfer/redirect step from scripts to
a uncontrolled device pattern that maps back to a CCX route point.
Refer to the caveat, CSCsk19574, for details. To access this caveat, see the
Using Bug Toolkit, page 23.
•
Conference Restriction for virtual agent—A virtual agent cannot use the
Conference feature on the Cisco Unified IP Phone 7970.
•
Supervisor sometimes cannot monitor calls—If Cisco Unified CCX is
deployed with Unified Communications Manager 6.0 and a supervisor is
sometimes unable to monitor the calls of an agent, disable the Advertise
G.722 Codec option for the phone of the agent. (You disable this option on
the Phone Configuration page in the Unified CM Administration application).
The Cisco Agent Desktop does not support the G.722 codec.
•
Detailed Call, CSQ, Agent report CPU resource consumption—The
Detailed Call, CSQ, Agent report can consume significant CPU resources. To
avoid this issue affecting your call center operations, run this report for a
small time range at off-peak hours.
•
CPU spikes during scheduled purging of historical reports and some calls
are aborted—If you are running McAfee VirusScan, a CPU spike may occur
during scheduled purging of historical reports and some calls may be aborted.
To workaround this issue, take these steps to exclude the c:\program files\
wfavvid directory from VirusScan OnAccess protection:
a. Right-click the VirusScan icon in the Windows system tray and select the
OnAccess Scan Properties menu.
b. In the VirusScan On-Access Scan Properties dialog box, click the default
processes icon in the left panel.
c. Choose the Detection tab, and click the Exclusions button under “What
not to scan.”
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
13
Important Notes
d. In the Set Exclusions dialog box, click the Add button.
e. In the Add Exclusion Item dialog box, enter c:\program files\wfavvid
under “What to exclude by name/location.”
f. In the Add Exclusion Item dialog box, check the Also exclude subfolders
check box.
g. Click OK as needed to exit the Add Exclusion Item dialog box, Set
Exclusion dialog box, and VirusScan On-Access protection properties
dialog box.
•
End points not supported in hunt groups—Do not assign agent phones,
CTI ports, or route points that are used by Cisco Unified CCX to hunt groups.
•
Historical reporting sessions—To avoid affecting call processing activities,
do not run historical report session with more than 100,000 records during
peak hours.
•
Outbound calls processed more slowly—The Cisco Unified CCX
Outbound Preview Dialer uses the Cisco Unified CCX database for initiating
and processing outbound calls. If other database-intensive operations, such as
generating historical report or running custom queries, are also being
performed, processing of outbound calls can be affected. As a result, agents
could be in Ready state for longer durations before they are presented with an
outbound calls.
•
Support for Cisco Unified Communications Manager Express (Unified
CME)—Cisco Unified CCX 7.0(1) supports Unified CME. Refer to the
following documents for detailed information:
– For information about installing Cisco Unified CCX for use with Unified
CME, refer to Cisco Unified CCX Installation Guide.
– For information about using Cisco Unified CCX with Unified CME, refer
to Cisco Unified CCX Administration Guide and the Cisco Unified CCX
Getting Started Guides.
– For information about supported Unified CME releases, refer to Cisco
Unified CCX (Unified CCX) Software and Hardware Compatibility
Guide.
– For information about using Unified CME, refer to Cisco Unified
Communications Manager Express System Administrator Guide, which
is available at this URL:
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
14
Cisco Unified CCX Supported Languages
http://www.cisco.com/en/US/products/sw/voicesw/ps4625/products_ins
tallation_and_configuration_guides_list.html
Also refer to the “Configuring Interoperability with External Services”
chapter in this Administrator Guide.
Cisco Unified CCX Supported Languages
Cisco Unified CCX supports these languages:
•
Brazilian Portuguese
•
Danish
•
Dutch
•
French
•
German
•
Italian
•
Japanese
•
Korean
•
Simplified Chinese
•
Traditional Chinese
•
Spanish
•
Swedish
•
Russian
•
Arabic (only prompts)
•
Norwegian (CAD/CSD and prompts)
•
Finnish (CAD/CSD and prompts)
Cisco Unified E-Mail Interaction Manager (Unified EIM) and Cisco Unified Web
Interaction Manager (Unified WIM) support English, French, German, Italian,
and Spanish.
The CAD and CSD guides, the Cisco IP Phone Agent guides, various Quick
Reference Cards, and Cisco Unified CCX Historical Reports User Guide are
available in these languages at this URL:
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
15
Unsupported Configurations and Scenarios for Cisco Unified CCX
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/tsd_
products_support_translated_end_user_guides_list.html
For a detailed list of language localizations that are implemented for different
portions of this release, refer to the Cisco Unified ICM/Contact Center Product
and System Localization Matrix, which is available at this URL:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/i
cm_enterprise/localization_matrix/guide/G11nMap.xls
Unsupported Configurations and Scenarios for Cisco
Unified CCX
Cisco Unified CCX 7.0(1) does not support the following configurations:
•
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.
•
Do not use consult tranfer from VRU script when transferring a call to ICM
controlled agent.
•
Unified CCX or Unified IPIVR does not support G.711 a-law Codec Format
for the purpose of recording.
•
Unified CCX does not support Backup and/or Restore operation if the
network share location has to be accessed over WAN.
•
ICD call answer/transfer using any third party attendant console desk
software is not supported with Unified CCX.
•
Unified CCX does not support the IBM Integrated Management Module
(IMM).
•
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 due to media re-establishment issues.
•
Using place call step to generate a call and thereafter placing this call
(generated from the place call step) in a queue within the same script.
•
CUCM Recording is not supported with CAD Recording. which results in
echoes being created in CAD recordings.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
16
Unsupported and Supported Actions for Cisco Unified CCX Agents
Unsupported and Supported Actions for Cisco
Unified CCX Agents
This section outlines the unsupported and supported actions for agents using the
Cisco Agent Desktop or the Cisco Unified IP Phone Agent Service. Agents can
access similar information in the Cisco Agent Desktop online help.
Unsupported Actions for Unified CCX Agents
•
Use of the following softkeys on a Cisco Unified IP Phone is not supported:
– Barge
– cBarge
– DirTrfr
– DND
– GPickup
– iDivert
– Join
– MeetMe
– Park
– Pickup
•
IP phone (TNP phone) agent wrap up codes do not always display if the call
is quickly hung up.
Supported Configurations for Agent Phones
To determine the phone devices that are supported by the Cisco Agent Desktop
and for use by Cisco IP Phone Agents, refer to Cisco Unified CCX (Unified CCX)
Software and Hardware Compatibility Guide, which is available at this URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_
support_tables_list.html
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
17
Unsupported and Supported Actions for Cisco Unified CCX Agents
Note
In order to support 7931G as agent devices, ensure that the No Rollover
(default setting) option is selected from the Outbound Call Rollover
drop-down list for the required phone.
To confirm or change this configuration on the phone in Unified CM
Administration:
1. Choose Device > Phone in Unified CM Administration.
2. The Find and List Phones window displays. Enter search criteria to
locate a specific phone, for example, select ‘Device Type’ in the first
drop-down list, select ‘begins with’ in the second drop-down list, and
enter ‘Cisco 7931’ in the text box.
3. Click Find. A list of phones that match the search criteria is displayed.
4. Click on the Device Name of the required phone.
5. The Phone Configuration page for the selected phone is displayed.
6. In the Protocol Specific Information pane, select No Rollover from the
Outbound Call Rollover drop-down list.
•
A Unified CCX extension configured on a single device (but not on multiple
devices).
•
A Unified CCX extension configured in a single device profile (but not in
multiple device profiles).
•
Multiple agents sharing the same Unified CCX extension, which you can set
up as follows:
a. Configure the Unified CCX extension on a single phone (not in a device
profile).
b. Associate that phone with each agent who will use that extension.
c. Select the appropriate directory number (DN) as the Unified CCX
extension for each agent.
In this configuration, only one agent at a time can be logged in.
Note
All agents that currently have the Unified CCX extension to be shared
must log out before you can configure additional agents to share that
extension.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
18
Unsupported Features in Unified CM
Unsupported Configurations for Agent Phones
The following configurations are not supported for agent phones:
•
Two lines on an agent’s phone that have the same extension but exist in
different partitions.
•
A Unified CCX extension assigned to multiple devices.
•
Configuring the same Unified CCX extension in more than one device profile,
or configuring the same Unified CCX extension in any combination of device
profiles and devices. (Configuring an Unified CCX extension in a single
device profile is supported.)
•
In the Unified CM Administration Directory Number Configuration web page
for each Unified CCX line, setting Maximum Number of Calls to a value
other than 2.
•
In the Unified CM Administration Directory Number Configuration web page
for each Unified CCX line, setting Busy Trigger to a value other than 1.
•
Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol
(SRTP) for use in silent monitoring and recording.
•
No Cisco Call Manager device can be forwarded to the Unified CCX
extension of an agent.
•
The Unified CCX extension of an agent cannot be configured to forward to a
Cisco Unified CCX route point.
•
Use of characters other than the numerals 0–9 in the Unified CCX extension
of an agent.
•
Configuring the Unified CM intercom feature.
•
Configuring the hold reversion feature.
•
Single Number Reach (SNR) functionality for agents.
Unsupported Features in Unified CM
The following Unified CM features are not supported by Cisco Unified
CCX 7.0(1). These features are disabled by default and should not be enabled for
Cisco Unified CCX. For more information about these features, refer to the
Unified CM documentation.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
19
Scalability Requirements
•
Block External to External Transfer.
•
Agent extensions and CTI port extensions in different partitions.
All agent extensions and CTI port extensions must be in the same partition.
•
“DSCP IP CTIManager to Application” service parameter.
You can enable this service parameter for Unified CM but it does not affect
Cisco Unified CCX.
•
“Advanced Ad Hoc Conference Enabled” service parameter.
•
Drop adhoc conference when creator leaves.
•
Q Signalling (QSIG) Path Replacement (PR).
This feature must be disabled when Cisco Unified CCX is deployed. To
disable this feature, set the Unified CM service parameters Path Replacement
Enabled and Path Replacement on Tromboned Calls to False.
•
Forced Authorization Code and Client Matter Code.
Because these features can be enabled per route pattern, they should be turned
off for all route patterns in the Unified CM cluster that Cisco Unified CCX
might use. Enabling these features for route patterns that Cisco Unified CCX
does not use does not affect Cisco Unified CCX.
•
Multilevel precedence and preemption (MLPP).
You can enable this feature for devices in the cluster that do not interact with
Cisco Unified CCX.
In addition, do not use Unified CM Administration to add or change CTI ports or
route points that are used by Cisco Unified CCX or application users that are
created by Cisco Unified CCX.
Scalability Requirements
Table 2 shows the maximum capacities for various Cisco Unified CCX 7.0(1)
items for an inbound HA system (2 server cluster), which has the most capacity.
The supported call rate Busy Hour Call Completions (BHCC) on a given platform
will depend on the number of IVR Ports and the average call duration.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
20
Scalability Requirements
Actual capacity depends on the total server points that are determined by profiling
testing. In addition, the maximum busy hour call completion (BHCC) rate on a
server is limited by the number of configured CTI ports and the use of other
features.
The Unified CME column shows maximum capacities for any Unified CME
deployment. The actual capacity depends on the type of server on which Cisco
Unified CCX is installed.
Table 2
Cisco Unified CCX Release 7.0 Maximum Capacities
Cisco Unified CCX MCS-784 MCS-783 MCS-782 MCS-781 Unified
Item
5
5
5
6
CME
Agents
300
150
100
75
50
BHCC
4,000
2,000
2,000
2,000
1,000
IVR Ports
300
150
100
75
50
ASR Ports
100
50
50
50
25
TTS Ports
160
40
40
40
25
VXML Ports
80
40
40
40
25
Contact Service
Queues
150
25
25
25
50
Skills
150
150
150
150
150
Supervisors
32
15
10
8
10
Record Sessions
32
10
10
8
32
Monitor Sessions
32
10
10
5
32
HR Sessions
(operating hours)
16
10
10
10
2
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
21
Contact Dispositions in Cisco Unified CCX Real-Time Reports and Historical Reports
Contact Dispositions in Cisco Unified CCX Real-Time
Reports and Historical Reports
The following notes help clarify information regarding contact dispositions on
various Cisco Unified CCX real-time reports and historical reports.
•
Many real-time and historical reports show the disposition of a call. The
Contact Service Queue Activity Report (by CSQ or by Interval) shows calls
as Handled, Abandoned, and Dequeued. The Contact Service Queue Activity
Report shows calls as Handled, Abandoned, Dequeued, and Handled by
Other.
•
A contact that is queued and answered by an agent shows as handled in
real-time and in historical reports.
•
A contact that is queued but abandoned before it is answered by an agent is
shown as handled in the Overall Unified CCX Stats real-time report if a
SetContactInfo step in the workflow marks the call as handled. The call is
shown as abandoned otherwise. The CSQ Unified CCX Stats real-time report
shows the call as abandoned in both cases because it does not consider the
SetContactInfo step.
For more information about theSetContactInfo step, refer to Cisco Unified
CCX Scripting and Development Series: Volume 2, Editor Step Reference
Guide.
•
The historical CSQ reports take into account whether a contact is marked as
handled by the SetContactInfo step to determine if a contact is dequeued. The
CSQ IP Unified CCX Stats report does not consider the SetContactInfo step.
Therefore, if a call is queued, then marked as handled, and then disconnects,
the historical CSQ reports shows the call as dequeued on the CSQ Activity
Report (by CSQ or by Interval) or as Handled by Other (handled by workflow
script) on the CSQ Activity Report. The real-time CSQ Unified CCX Stats
report shows it as abandoned.
•
If the Dequeue step is used, the CSQ historical reports shows a contact as
dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled
by Other (handled by another CSQ, in this case) on CSQ Activity Report, but
only if the contact is marked as handled. If a call is dequeued (by the Dequeue
step), and then disconnects without being marked handled, the CSQ historical
reports shows the contact as abandoned.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
22
Caveats
•
If a call is dequeued using the Dequeue step and the caller drops, the
CSQ Unified CCX Stats real-time report shows the call as dequeued. If a call
is dequeued from CSQ1 and is eventually handled by CSQ2, the CSQ Unified
CCX Stats report shows the call as dequeued for CSQ1 and handled for
CSQ2. If a call is queued on multiple CSQs and is eventually handled by
CSQ1, the CSQ Unified CCX Stats report shows the call as handled for CSQ1
and dequeued for all other CSQs.
Caveats
This section includes the following topics:
•
Using Bug Toolkit, page 23
•
Known Limitation(s), page 24
•
Open Caveats, page 25
•
Closed Caveats, page 27
•
Resolved Caveats, page 28
Using Bug Toolkit
If you are a registered Cisco.com user, you can find the latest information about
resolved, open, and closed caveats for Cisco Unified CCX by using Bug Toolkit,
an online tool that allows you to query caveats according to your own needs. By
using Bug Toolkit, you can find caveats of any severity for any release. Bug
Toolkit may also provide a more current listing than this document provides.
To access Bug Toolkit, you need:
•
Internet connection
•
Web browser
•
Cisco.com user ID and password
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
23
Caveats
To use Bug Toolkit, follow these steps:
Procedure
Step 1
Go to this URL to access the Bug Toolkit:
http://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs
Step 2
Log on with your Cisco.com user ID and password.
Step 3
To access Cisco Unified CCX caveats, take either of these actions:
•
To access a particular caveat when you know its identifier, enter the identifier
in the Search for Bug ID field and click Go.
•
To access all caveats, follow these steps:
a. From the Select Product Category list, choose Voice and Unified
Communications.
b. From the Select Product list, choose Cisco Unified Contact Center
Express.
c. From the Software Versions drop-down list, choose the desired Cisco
Unified CCX release.
d. Click the desired Advanced Options radio button
If you choose custom settings, enter appropriate custom information.
e. Click Search.
A list of caveats that match your search criteria appear. To see details about
any caveat, click its Bug ID number or click its Info link.
Known Limitation(s)
Limitation 1
Identifier
Headline
CSCsz58742
Need to prevent scripts from being loaded when mem too high.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
24
Caveats
Problem
When there are a large number of applications configured, the engine runs out
memory at or soon after startup. This is likely when there is a configuration such
as the same script being used with many different applications, each with a
separate trigger. This is due to the script being loaded into memory for each
application configured.
Workaround
It is recommended that if such a scenario exists, the scripting features of reading
application parameters from a common store, such as an XML file are used to
configure a single application with that script, and associate multiple triggers to
that single application. This will cause the script to only be loaded into memory
once, greatly reducing memory usage.
For details, refer to the online record for the defect, CSCsz58742, using Bug
Toolkit. This issue will be resolved in a future release or SR.
Open Caveats
Table 3 lists Severity 1, 2, and 3 defects that are open in this release of
Cisco 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 3 reflects a
snapshot of the defects that were closed at the time this report was compiled. For
an updated view of closed defects, access Bug Toolkit as described in the “Using
Bug Toolkit” section on page 23.
Table 3
Open Caveats
Identifier
Headline
CSCsr91804
SNMP process terminates on CRS server
CSCsl71947
Delete Skill,No CallOrder change unless CSQ updated.
CSCsl80701
Remote Editor Upgrade from CRS 5.0(1) to CRS 7.0(1)
CSCsl81056
After Power on off CRS Nodes are going to Island Mode
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
25
Caveats
Table 3
Open Caveats (continued)
Identifier
Headline
CSCsm10082
NM bounces when hostname > 15 characters
CSCsm10456
Unif CCX Installer gets struck with JRE installation prompting to reboot
CSCsm34137
Configuration error - Error occured while performing the operation.
CSCsm43623
Outbound Subsystem in Control Center not seen until NM is restarted
CSCsm73536
UCCX does not reroute the call to next agent if call rejected due to CAC
CSCsm82606
CustomFileConfiguration-link to DocumentManagement->Default->ClassPath
CSCso14851
Phone number field of Phone book in CDA accepts all the characters
CSCso71049
REFRESH-ALL button in TTS provider page is crashing TTS subsystem.
CSCso84924
In one instance 502-701 upgrade causes 2nd node behave incorrectly
CSCso98286
Conference: CSQ time in CCDR and DCCAR inconsistent
CSCsq11812
CCX nodes are in partial_Service even when all subsystems are running
CSCsq21828
Appadmin config gives blank sys param config page if datastores not actv
CSCsq31700
Appadmin shows displaced menu options after upgrade with no license
CSCsq33705
Data out of sync after add to cluster
CSCsq40413
Deleted TTS/ASR server is getting used. auto refresh required with delet
CSCsq45771
During IP IVR installalation, Appadmin shows Agent Datastore,Rec&Mon
CSCsq60563
Unified CCX Trace configuration settings are lost after upgrade
CSCsq63584
SIP Subsystem tries to acquire JASMIN provider immediately
CSCsq91661
AddToCluster failure if time difference between the Nodes
CSCsq98727
ICM subsytem shows OOS instead of Not Configured
CSCsq99039
Repair doesn't cleanup restore failed events
CSCsr06142
Web based CDA > Devices are not shown under VOIP monitor device.
CSCsr08645
Unable to open a Grammar using icon next to grammars
CSCsr10794
HTTP trigger info not displayed in HTTP application page after upgrade
CSCsr16006
Memory leak during Backup operation
CSCsr24706
CAD downloaded from 7.0(1) server is actually having version of CRS 5.0
CSCsr45271
THRESHOLD settings in Agent, Supervisor Config files are not retained
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
26
Caveats
Table 3
Open Caveats (continued)
Identifier
Headline
CSCsr48101
Unified CCX Config & Historical Datastore - Error Activating components.
CSCsr62532
UCCX 7.0: CM Data drop-down fields not sorted in UCCX Admin
CSCsr62606
IP IVR box getting a wrong popup message during upgrade
CSCsr65320
Backup gets stuck at 98% in UCCX (GEL) system
CSCsr65323
In non-premium editor should not have Outbound related steps/parame
CSCsr65337
Backup fails with split operaion error
CSCsr65339
Invalid message returned during Restore operation.
CSCsr67423
LDAP repl fails if node with newer Engine comp actv time is upg first
CSCsr70249
RACE condition between LDAPMonSvr on HA node cause LDAP repl to fail
CSCsr70621
deleted outbound contacts are keep on dialing in outbound campaign, new
CSCsr72922
After Upgrade from 501Sr2 to 701 HRC throws error when machine starts
CSCsr81170
UCCX Admin TCCG incorrectly flags VM Profile as out-of-sync
Closed Caveats
Table 4 lists Severity 1, 2, and 3 defects that are closed in this release of
Cisco Unified CCX.
A Closed caveat would mean that the bug is valid but a conscious decision is made
by management NOT to fix it.
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 4 reflects a
snapshot of the defects that were closed at the time this report was compiled. For
an updated view of closed defects, access Bug Toolkit as described in the “Using
Bug Toolkit” section on page 23.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
27
Caveats
Table 4
Closed Caveats
Identifier
Headline
CSCsk84301
Appadmin gives blan screen when enabling tracing for CRS Desktop Service
CSCsm25404
RTR-CRS name chg to be implemented for signature verification screen
CSCsm30996
In Admin Utility CRS Administrator needs to be changed as Unified CCX Ad
CSCsm60277
User should be able to change the deployment type
CSCsm61744
Inside Troubleshooting tips few addtional links are in missing state
CSCsm92094
AbletoAssociate 'Max sessions' ofApplication>CallControlGroup'CTI Ports'
CSCso21073
UCCX Enhanced login/logout is not backward compatible
CSCso42746
Upgrade installer throws failing to access a '.wav' prompt file
CSCso68954
XP & Vista Remote Editor: Steps throw java.null pointer exceptions
CSCsq00579
Error updating DB on HA fresh installed test bed of build 109
CSCsq10030
Two calls are still active in RTR after the GT
CSCsq60694
After Failover ,many messages appears on CDABE which are not required
CSCsq63320
Supervisor preferences should not have any email related configs
CSCsq65342
Trueupdate utility not fired & CiscoDesktop suites are not auto upgraded
CSCsq73365
Unable to login to CSD after upgrade from 501_SR2 to 701_Build137 [CME]
CSCsq73815
Security warning, Certificate & Help info show Calabrio instead of Cisco
CSCsq81344
outbound agent detail report is not including agent cancel reservation
CSCsq91399
Restore fails in UCCX 7.0(1) with database Restore failure message
CSCsr16337
RmCm Resources page takes a long time to load data
CSCsr55317
CDA has Out bound related layout and fields in standard license UCCX
Resolved Caveats
Table 5 lists Severity 1 and Customer-Found defects that are Resolved in this
release of Cisco 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.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
28
Caveats
Note
In certain rare circumstances, we are unable to fix the bug in all version
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 5 reflects a
snapshot of the defects that were closed at the time this report was compiled. For
an updated view of closed defects, access Bug Toolkit as described in the “Using
Bug Toolkit” section on page 23.
Table 5
Resolved Caveats
Identifier
Headline
CSCsg28356
Request for tool or means to clear a Call Stuck in Queue
CSCsh51723
CAD workflow does not work on outgoing calls
CSCsh87628
Request to switch from Reason Codes without going Ready
CSCsj00196
No reason code when agent cancels reservation
CSCsj11463
Enh: Keepalive mechanism for db connections
CSCsj88174
CUCCX CTI Protocol Doc needs to specify when ANI is available
CSCsk02359
CAD integrated browser fails to suppress pop-error messages
CSCsk36486
Issues with Blind Transfer
CSCsk90860
Tomcat web server running at port 8080 crashing
CSCsk99382
Definitions are needed for the options in the on exception goto step
CSCsl13285
There is no way to upload 7.0(1) license during Upgradefrom5.0(1),5.0(2)
CSCsl22329
CUCCX CTI protocol doesnt send Agent State LOGIN event
CSCsl50071
CRS Install Doc. should indicate that ES are cumulative
CSCsl60344
When Supervisor userid contains spaces CSD can't retrieve recorded audio
CSCsl71546
HR Reporting for Spanish Language xml file error
CSCsl77238
Cisco Customer Response Solutions Editor Step Reference Guide, release 4
CSCsl90375
HTTP trigger with jsp document returns blank page
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
29
Caveats
Table 5
Resolved Caveats (continued)
Identifier
Headline
CSCsl94654
DOC:: Document UCCX seat license usage
CSCsm26327
CRS 4.5 document issues on usage of Set Session Info step
CSCsm27116
DOC : UCCX installation guide should clarify AXL provider configuration
CSCsm30680
SASU upgrades from 4.0 to 4.5 don't need a License Upgrade Tool
CSCso04192
Repair operation failed hence system unusable
CSCso04559
Reskilling agents resets their Not Ready reason codes and time in state
CSCso09912
VOIP Mon Svr and Ent Data Svr are OOS in a HA setup due to corrupt LDAP
CSCso22045
During a 4.5 to 7.0 upgrade, CSQs does not get migrated
CSCso22082
If Master node hangs up, CAD should connect to other node
CSCso22279
UCCX 7.0: CRS Editor help is not available if step help button is pushed
CSCso22283
CAD Window to choose chat member is not updating status of agents
CSCso35530
Incorrect call timing data on CAD
CSCso41078
CUCCX CTI Protocol Doc doesnt define how AccountCode
CSCso46708
Unable to Launch CSD after 5.0(2) to 7.0(1) upgrade
CSCso47502
Unified CCX 7.01 Build 94 appadmin config fails after fresh install
CSCso50271
New Line and Carriage Return Problem in Email Body Form
CSCso73656
CTI Server missing CALL_CLEARED_EVENT after transferring a UCCX call
CSCso75974
Appadmin credentials will be lost after upgrade in CME deployment
CSCso76627
CUCCX CTI Protocol Guide errors
CSCso77566
After Interim Upgrade from 82 to 107 createDialingList StoredProc missin
CSCso83309
Avg Speed of answer should be in HH:MM:SS format in App Summary Report
CSCso83351
Data anomalies in Agent Summary Report v. Agent Call Summary Report
CSCso84496
Need to clarify error messages when user load invalid licenses
CSCsq08901
Enhance CSD ( cisco supervisor desktop ) team view.
CSCsq15237
Supervisor access system parameter fails to stop URL browsing
CSCsq22795
No Documentation on How to Intergrate UCCX 5.x with CME
CSCsq24803
CUCCX CTI Protocol Guide needs cluster session info
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
30
Documentation Updates
Table 5
Resolved Caveats (continued)
Identifier
Headline
CSCsq39293
Agents missing in "Team Agent statistics Report"
CSCsq46709
Supervisor Desktop agents appearing and disappearing
CSCsq58429
Unable to login to CAD & CDA after upgrade from 501_SR2 to 701_Build137
CSCsq58756
CAD BE non functional after upgrading 501_SR2 to 701_Build137 with CME
CSCsq60494
Problem while loading saved Report settings
CSCsr03776
Unable to login to CAD & CDA after upgrade from 4.5(2) to 7.0(1)
CSCsr09601
Agent Desktop is missing the Preferences Tab
CSCsr28802
Request for documentation on IPCC express ASR/TTS functionality.
CSCsr60483
UCCX 7.0 Documentation issues
CSCsr62016
Abandonded Call Detail report has less abandoned calls than the CSQ
Documentation Updates
The following section will provide documentation changes that were unavailable
when the Cisco Unified CCX 7.0 documentation was released.
•
Documentation Updates for Cisco Unified CCX Historical Report User
Guide, page 32
•
Documentation Updates for Cisco Unified CCX Administration Guide,
page 33
•
Documentation Updates for Cisco CAD Installation Guide, page 35
•
Documentation Updates for Unified CCX Getting Started with Scripts Guide,
page 36
•
Documentation Updates for Unified CCX Getting Started with Scripts Guide,
page 36
•
Documentation Updates for Unified CCX Troubleshooting Guide, page 37
•
Documentation Updates for Cisco CAD Troubleshooting Guide, page 38
•
Documentation Updates for Cisco Unified CCX Historical Reporting
Administrator and Developer Guide, page 38
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
31
Documentation Updates
•
Documentation Updates for Cisco Unified CCX Historical Reporting
Administrator and Developer Guide, page 38
•
Documentation Updates for Cisco Unified CCX Installation Guide, page 39
•
Documentation Updates for Cisco Unified CCX Editor Step Reference
Guide, page 40
Documentation Updates for Cisco Unified CCX Historical Report
User Guide
Date Revised:
Page Number:
Location:
New / Updated
Original Text:
New / Updated
Text:
Date Revised:
Page Number:
Location:
New / Updated
Original Text:
New / Updated
Text:
Oct 15, 2009
50
I‘Call Skills’ field in the Abandoned Call Detail Activity Report
New
Added:
Displays ‘...’ to indicate there are more than one call skills
associated with the CSQ.
May 06, 2010
22
Chapter 2
New
Note: For a list of supported languages in which you can install
the Cisco Unified CCX Historical Reports client, see the
Software and Hardware Compatibility Guide for Cisco Unified
CCX and Cisco Unified IP IVR availale here:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/pro
ducts_device_support_tables_list.html
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
32
Documentation Updates
Documentation Updates for Cisco Unified CCX Administration
Guide
Date Revised:
Page Number:
Location:
New / Updated
New / Updated Text:
September 15, 2009
Managing Prompt files, page 249
Added a new Warning.
New ‘Warning’.
Warning: You should upload the files for prompts,
grammars, scripts, and documents only through Unified
CCX Administration Web Interface using the procedure
mentioned in this section. If you copy the files for prompts,
grammars, scripts, and documents to the file system
directly, then on restart of node manager or engine, there
will be loss of files as the data does not reside in the
Repository Data Store (RDS).
Date Revised:
Page Number:
Location:
New / Updated
New / Updated Text:
June 05, 2009
Chapter 1, Page 1-15
Added a new Note in Step 3.
New ‘Note’.
Note: While upgrading from a previous release, if there are
multiple licenses, it is recommended to zip all the multiple
.lic files into a single .zip file and then upload the .zip file.
Date Revised:
Page Number:
Location:
Dec 15, 2008
Chapter 5
Added the following as the last bullet under Introducing
Unified CME for Unified CCX --> Guidelines section:New ‘Note’.
New / Updated
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
33
Documentation Updates
Original Text:
New / Updated Text: Note: Only incoming calls from PSTN trunk are supported
for deployment of the interoperability feature between
Unified CME and Unified CCX. Other trunks, such as SIP
and H.323, are supported as usual in Unified CME,
however, not for customer calls to Unified CCX. For more
information on deployment models, refer to Deployment
Models, page 5-4.
Added the following information below Table 5-1 under
the subheading "Deployment Models":
Supported Deployment: PSTN -- PRI -- CME -- UCCX Only incoming calls coming from PSTN via PRI link to
CME and landing on to Unified CCX is supported.
Unsupported Deployment: SIP Provider -- CME -- UCCX
- Incoming calls coming from SIP Provider to CME and
landing on to Unified CCX is not supported.
Date Revised:
Page Number:
Location:
Nov 15, 2008
418
End of ‘About the Backup and Restore Application’
section.
New / Updated
New ‘Note’.
Original Text:
New / Updated Text: Note: The Backup and Restore operation does not backup
and restore User Capabilities if Unified CCX is deployed
with Unified CM.
Date Revised:
Page Number:
Location:
New / Updated
Original Text:
New / Updated Text:
Nov 15, 2008
95
Third bullet under the sub-heading ‘Supported Features’.
Updated
Unified EIM and the Unified WIM
Original text deleted.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
34
Documentation Updates
Date Revised:
Page Number:
Location:
Oct 19, 2010
Chapter 8, Page 8-14
Added a new Note after Step 4 in section “Defining an
ODBC Data Source”.
New / Updated
New ‘Note’.
New / Updated Text: Note: It is recommended that you use Oracle ODBC driver
instead of Microsoft ODBC driver for Oracle. The Oracle
10g client can be downloaded from the following location.
http://www.oracle.com/technetwork/database/express-edi
tion/downloads/102xewinsoft-090667.html
Documentation Updates for Cisco CAD Installation Guide
•
Note on Page 48 to be replaced by the following note:
– A cluster profile contains the LDAP configuration data that is used by the
CRS 4.x system and stored in the Cisco Call Manager (CCM). This
unique profile name helps Cisco CM identify the CRS and maintain its
configuration data. You might need to choose an existing cluster profile
from the Choose an existing cluster profile or enter a new profile
drop-down list in the following instances:
a. When you completely reimage your CRS 4.x system and reinstall the
same version of CRS and intend to reuse the existing LDAP
configuration data.
b. When you are asked to select an existing profile on the User
Configuration Migration page during the restore operation while
upgrading your CRS 4.x system to CRS 5.x or Unified CCX 7.x.
– If you entered an existing cluster profile, information from that cluster
profile will appear in subsequent installation windows, where
appropriate. You can accept that information or change it as needed.
Date Revised:
Page Number:
Oct 15, 2008
CM version: 33
Location:
New / Updated
CME version: 33
Chapter 3
New section.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
35
Documentation Updates
Original Text:
New / Updated Text: Upgrade Notes
If you upgrade from CAD 6.4(1) to CAD 6.4(2), you will
lose all supervisor work flow data. You will have to
re-enter it manually after you upgrade, or apply CAD
6.4(1) SR2 before you upgrade.
Documentation Updates for Unified CCX Editor Step Reference
Guide
Date Revised:
Page Number:
Location:
New / Updated
Original Text:
Nov 15, 2008
305
DB Get Step section - Note.
Updated
You cannot create Join queries that retrieve columns with
the same name from different tables. (For example, you
cannot create “select a.x, b.x from a,b” and “select a.x as y
from a”.) Similarly, you cannot make aliases of column
names. The SQL statements SELECT count(*) and
SELECT min(*) are not supported.
New / Updated Text: You cannot create Join queries that retrieve columns from
different tables. (For Example, you cannot create "select
a.x. b.y from a.b"). Similarly, you cannot make aliases of
column names. The SQL statements SELECT count(*)
and SELECT mini(*) are not supported.
Documentation Updates for Unified CCX Getting Started with
Scripts Guide
Date Revised:
Page Number:
Location:
New / Updated
Nov 15, 2008
259
Creating a Static Web Page
Updated
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
36
Documentation Updates
Original Text:
Step 2
- Incorrect.
New / Updated Text: Replace it with:
Save the file as Welcome.html on your desktop.
In the Unified CCX application Administration page,
select Application > Document Management.
Navigate to default > webapps > ROOT folder.
Click the Upload New documents link.
Browse to select the Welcome.html file and click the
Upload button.
Date Revised:
Page Number:
Location:
Aug 20, 2010
B2/618
Table B-1 VoiceXML 2.0 Element Implementation, row 2,
column 3, unsupported attributes list.
New / Updated
Added
Original Text:
New / Updated Text: The <audio expr> tag when nested in a <prompt> tag.
Documentation Updates for Unified CCX Troubleshooting Guide
Date Revised:
Page Number:
Location:
Oct 15, 2008
147
Step 4 in the ‘VOIP Monitor does not list some phone
devices’ section.
New / Updated
Updated
Original Text:
You are prompted to authenticate your session; enter
password: enable.
New / Updated Text: You are prompted to authenticate your session; enter the
‘enable’ password that has been set for the router.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
37
Documentation Updates
Documentation Updates for Cisco CAD Troubleshooting Guide
Date Revised:
Location:
New / Updated
New / Updated Text:
Oct 15, 2008
‘Unified CCX License Administration Problems’ section.
New problem statement with solution.
Problem: Real-time Reports shows the number of
resources logged in but it does not show the number of
supervisors that are currently logged in. How can I view
the number of supervisors that are currently logged in?
Solution: To view the IP addresses of clients that are
consuming desktop seats or are running a CAD
administration application, run the ShowLicenseUsage
utility from the Cisco\Desktop\bin directory on your CAD
server.
Note: Please note that for IP Phone Agent and CAD
Browser Edition seats, the IP address will be the IP address
of the active Browser and IP Phone Agent Service (the
CAD server).
For web-based admin, the IP address will be the IP address
of the CAD server.
Documentation Updates for Cisco Unified CCX Historical
Reporting Administrator and Developer Guide
Date Revised:
Page Number:
Location:
Oct 15, 2008
32
In the Explanation section of the ‘Abort/Reject Reason’
field.
New / Updated
New
Original Text:
New / Updated Text: 25-Reject: Agent went to RNA.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
38
Documentation Updates
Documentation Updates for Cisco Unified CCX Historical Report
User Guide
Date Revised:
Page Number:
Location:
Oct 15, 2009
50
I‘Call Skills’ field in the Abandoned Call Detail Activity
Report
New / Updated
New
Original Text:
New / Updated Text: Added:
Displays ‘...’ to indicate there are more than one call skills
associated with the CSQ.
Documentation Updates for Cisco Unified CCX Installation Guide
Date Revised:
Page Number:
Location:
New / Updated
Original Text:
New / Updated Text:
May 13, 2010
Chapter 12, Page 5
“Performing the Repair Procedure” section
New
Added:
Caution: The repair procedure on Unified CCX media
should not be performed if it is installed with a Service
Release and/or Engineering Special. It is recommended to
uninstall the Service Release and/or Engineering Special
from the media before you plan to run the repair procedure
on it.
Date Revised:
Page Number:
Location:
March 23, 2011
Chapter 2, Page 3
“Guidelines for Deploying High Availability” section
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
39
Documentation Updates
New / Updated
New
Original Text:
New / Updated Text: Added:
Note: If the servers are on different hardware with varying
HDD sizes (e.g., HP and IBM), depending on the node, use
the server with the smaller disk as the publisher (first node)
and the larger disk as the subscriber (second node).
Documentation Updates for Cisco Unified CCX Editor Step
Reference Guide
Date Revised:
Page Number:
Location:
New / Updated
Original Text:
New / Updated Text:
August 16, 2010
Chapter 2, Page 59
“Call Consult Transfer Step” section
New
Added:
Note: While redirecting a call to an application one should
use call redirect step and not call consult transfer step.
Date Revised:
Page Number:
Location:
New / Updated
Original Text:
New / Updated Text:
August 16, 2010
Chapter 2, Page 62
“Call Redirect Step” section
New
Added:
Note: When transferring to another application, mark the
call as handled using the Set COntact Info step. Not doing
so will result in a delay of 5 seconds as additional internal
events have to be handled for the call.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
40
Obtaining Documentation, Obtaining Support, and Security Guidelines
Obtaining Documentation, Obtaining Support, and
Security Guidelines
For information about obtaining documentation, obtaining support, providing
documentation feedback, security guidelines, and 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:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical
assistance. The Cisco Support website on Cisco.com features extensive online
support resources and is available at this URL:
http://www.cisco.com/en/US/support/index.html
In addition, if you have a valid Cisco service contract, Cisco Technical Assistance
Center (TAC) engineers provide telephone support. If you do not have a valid
Cisco service contract, contact your reseller.
Submitting a Service Request
The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For more details, refer to the Unified CCX Troubleshooting Guide at the following
URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_troubleshootin
g_guides_list.html
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)
Cisco Unified Contact Center Express Release Notes, Release 7.0(1)
Copyright © 2011 Cisco Systems, Inc. All rights reserved.
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
41
Obtaining Documentation, Obtaining Support, and Security Guidelines
Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
42