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 History
This table lists changes made to this document since the initial release. Earliest changes appear in the bottom rows.
Change
Date
Added support for Nexus 1000V and VMware vNetwork Distributed Switch. September, 2015
Added support for Exony VIM Reporting.
Added support for the Remote Expert Mobile and Remote Expert Branch
deployments of Video Contact Center.
June, 2015
Remote Expert Mobile Basic has been renamed Video Contact Center with
Jabber Guest.
Link
New Features, on page
3
New Features, on page
3
Deprecated Features, on
page 6
Added deprecation notice for the Golden Template tool.
Added support for Video Contact Center.
October, 2014
New Features, on page
3
Added support for the UCS B-Series Fabric Interconnects Validation Tool.
September, 2014
New Features, on page
3
Initial release
June, 2014
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-user
documentation, 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.
Attention
2
Packaged CCE 10.5(1) shares the same media kit as Unified CCE 10.5(1) which includes some components
not supported in a Packaged CCE deployment. In addition, the 10.5(1) media kit contains components
that 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).
New and Changed Features
New Features
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 Exony VIM for reporting only. Your Packaged CCE deployment must include an External AW-HDS-DDS
to 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 Queue
Video in Queue is an optional Basic Video feature in Cisco Unified Customer Voice Portal that plays videos before and while
a 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. Unregistered
callers can make calls using standard browsers such as Internet Explorer, Safari, and Chrome on PC or Mac computers, or via
tablets and smartphones.
• Remote Expert Mobile
Callers outside the enterprise's network engage in web-based video chats or expert assist sessions with agents. Unregistered
callers can make calls using standard browsers on PC or Mac computers, or tablets and smartphones. Remote Expert Application
Server and Media 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 Unified
Communications 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
3
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 M3
TRC#1. For upgrades, Packaged CCE continues to support both the Unified Computing System (UCS) C240 M3S TRC#1 and C260
M2 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 clusters
and determine compliance with Packaged CCE requirements. To use this tool, follow the directions on the validation tool wiki page
at 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 in
progress.
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.
4
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 at
once. 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 describe
the 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 for
Inbound, Outbound, or Multichannel as long as the total system load remains under the capacity defined in the Packaged CCE Design
Guide.
Mobile Agent With Agent Greeting
If you are using Mobile Agent with Agent Greeting on Cisco Unified Communications Manager, you must install the Unified
Communications Manager Engineering Special 10.5(1.11002-1). For more information, see CSCuo83514.
5
Disable Agent Queue Statistics Gadget
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 equivalent
functionality 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 will
occur 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 Enter
or 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 identified
by customer-use. These include caveats specific to Packaged CCE, as well as Unified CCE caveats that have an impact on Packaged
CCE.
Identifier
Severity
Component
Headline
CSCup13112
2
outbound
Dialer Stuck Port handling sometimes causes Dialer exit
CSCuo78811
3
outbound
Campaign Manager Exception after Import
CSCuo78834
3
outbound
BA Import process exit due to exception
CSCuo78851
3
outbound
Dialer exits due to Exception in GetCallResults
Resolved Caveats
Caveats listed in these tables are resolved Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identified
by customer-use. These include caveats specific to Packaged CCE as well as Unified CCE caveats that have an impact on Packaged
CCE.
Identifier
Severity
Component
CSCun25262
1
serviceability.snmp UCCE Directory Traversal
CSCuo12453
1
localization
6
Headline
i18n LiveData should use the escape sequence to query CUIC db
Identifier
Severity
Component
Headline
CSCum21224
2
documentation
Port 443 must be open to allow the Dataservers/AWs to login to
each ESXi host
CSCuj34958
2
db.HDS
Reports continue to run impacting performance after initiator is
closed
CSCul52657
2
pg.opc
OPC assert while updating agent configuration
CSCul97333
2
pg.opc
Agent Login in Voice MRD logs out the Agent from Non-Voice
MRD
CSCum55458
2
outbound
SIP Dialer receives 480 Temporarily Not Available leading to
memory leak
CSCum58022
2
serviceability.snmp Status information is not reflecting properly in
CONTACT-CENTER-APPS-MIB
CSCum61972
2
db.logger
CSCum87751
2
serviceability.snmp Diagnostic framework stops returning CCE performance counter
info
CSCun13065
2
serviceability.snmp MIB not updating Pim status correctly in PimTable
CSCuo21155
2
serviceability.snmp CISCO-CONTACT-CENTER-APPS MIB not responding in
performance setups
CSCuo33133
2
outbound
Import doesn't work for outbound option
CSCuo34176
2
outbound
Dialer asserts during personal call back load.
CSCuo58829
2
tools
EMS / tracing doesn't work for some tools.
CSCuo59447
2
db.logger
baImport Fails to successfully process dialing list from table
CSCuo67394
2
outbound
Agents in idle state for some campaigns for unexpectedly long idle
time
CSCuo67412
2
outbound
SIP Dialer asserts due to CTI failed events
CSCuo78770
2
outbound
SIP Dialer Exception after SIP Refer Reject
CSCuo83514
3
cp-sip-trunk
CCE with CCM CTI Port SIP Messaging problem
CSCuo51523
3
doc
PCCE External AW/HDS/DDS CUIC Configuration
CSCuo76339
3
web.config.ui
Adding a Precision Queue fails when there is a non-deleted CUCM
PG
Chinese/Russian chars lost in db when starting services after upgrade
7
Identifier
Severity
Component
Headline
CSCua27924
3
install
UnSuccessful upgrade of ICM installer due to lock on DLLs in
icm\bin
CSCui98226
3
outbound
Personal Callback stuck in Call Status 'A' with Call Result '0'
CSCuj83623
3
aw.tools
SIP Dialer does not include ANI with Personalized Call Back
enabled
CSCum03603
3
pg.opc
Negative TalkOtherTime value reported
CSCum15650
3
reporting
Multiple CUIC localization (Russian) issues
CSCum25145
3
outbound
SIP Dialer 9.0 sends "BYE" before the CPA 2nd update form Voice
Gateway
CSCum26452
3
install
Installer sets wrong registry values
CSCum29818
3
ctios.client
User password is unencrypted in the CTI OS client logs
CSCum48724
3
reporting
Agent Team Real Time shows duplicate rows
CSCum48742
3
reporting
Call Type Queue Interval reports incorrect number of Calls Handled
CSCum68965
3
outbound
Append mode affected after UCCE upgrade due to a SQL syntax
change
CSCun18992
3
reporting
Agent Login Logout Report Missing Skill Group Data
CSCun45252
3
pg.opc
CTIOS agent statistics resetting at 23:30
CSCun66241
3
ctios.server
Supervisor losing Queue Statistics if last agent in Team logs out
CSCun70811
3
router
ICM SNMP MiBs shows the same value for CallsInQueue and
CallsInProgress
CSCun70949
3
pg.opc
t_Peripheral_Real_Time table is not updating CallsOfferedHalf
CSCun76233
3
reporting
The attribute filed in Agent real time report does not show any data
CSCun84943
3
reporting
CUIC Distributed denial-of-service vulnerability on NTP server
CSCun92195
3
cg.ctiserver
Active Call Count in Portico not showing accurate number
CSCuo26062
3
documentation
Reporting User Guide Precision Queue interval all field OLH
corrected
CSCuo30802
3
outbound
Import rule update failed in clgr
CSCuo32820
3
documentation
CUIC v9.1.1 Report Template missing Historical TR Info
8
Identifier
Severity
Component
Headline
CSCuo38950
3
cg.ctiserver
CTI Server Agent Configuration Change Event has error
CSCuo44847
3
router
Router crashes when a dialed number is deleted.
CSCuo51523
3
documentation
PCCE External AW/HDS/DDS CUIC Configuration
CSCuo51951
3
pg.cucm
Error (Unable to perform operation. Error Code: CTI-78 while
transfer
CSCuo52562
3
reporting
Transitional Agent Not Rdy Hist Report shows 2 lines per agent
CSCuo60764
3
scripteditor
TCD and Script Editor numbers will be different when call types
change
CSCuo66787
3
reporting
SL Ans should not include the call passing the service level threshold
CSCuo75796
3
outbound
Callback records marked by dialer with code 25 are not being dialed
back
CSCuo76339
3
web.config.ui
Adding a Precision Queue Fails When There is a Non-Deleted
CUCM PG
CSCup16106
3
reporting
Precision Queue Efficiency Drilldown loses PQ and Date criteria
Documentation Feedback
You can provide comments about this document by sending email to the following address:
mailto: [email protected]
We appreciate your comments.
9
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