Release Notes for Cisco Unified Contact Center Enterprise Solution
Release 11.0(1)
First Published: 2015-08-27
Last Modified: 2016-12-14
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CONTENTS
CHAPTER 1
Introduction 1
Release Notes for Contact Center Solutions 1
Cisco Security Advisories 1
CHAPTER 2
Cisco Unified Contact Center Enterprise 3
Change History 3
New and Updated Features 4
New Features 4
Platform Updates 4
Microsoft SQL Server Enterprise Edition Required for 500-GB Databases 4
Platform Common Ground Upgrade 4
ESXi Release 5.5 Support 4
Live Data 5
Live Data Reports 5
Live Data Collection 6
Live Data CLI Commands 6
IPv6 Support 7
Contact Sharing 7
Precision Queue Enablement in a Hybrid Deployment 7
Failover Enhancements 8
Endpoints for Agents and Callers 8
New OVA Templates 9
Administration Client Support 9
Updated Features 9
Database Schema Changes 10
Database Maintenance 12
Exceeding Call Type Skill Group Limit 12
Configuration Limit Enforcement 12
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Agents on Subscriber Limit Increased 12
All-Event Client and Monitor-Mode Connection Limit for Large OVAs 12
QoS Enabled by Default for the Private Network 13
Online Help 13
Outbound Option 13
Outbound Option Reports 13
Outbound Option Campaign Manager Congestion Control 14
Outbound Dialer Auto-throttle Disabled 14
Outbound Enhanced Capacity 14
Outbound Option Maximum Number of Campaigns and Campaign Skill
Groups 14
Outbound Automated Database Purge 14
Outbound CPA Support with Cisco UBE 15
Outbound Personal Callback Enhancement 15
Unified Collaboration Sizing Tool Updates 15
Outbound Option Serviceability 15
Outbound Option Perfmon Counters 15
SIP Dialer Call Results 15
SIP Dialer Log Trace Improvements 16
Outbound E1 R2 Support 16
Dialer Prefix Data Updates 16
CTI Server Message Protocol Version 19 Updates 16
Localized Character Support 17
Support for MCI NIC 17
Deprecated Features 17
Important Notes 19
Unified CCE Administration Ping Failure on Windows with NAT64 19
Connectivity Issues When VOS Firewall Disabled 19
Encryption of Self-signed Certificates 19
SHA-2 Third-Party Certificate Support 19
Unified Communications Manager Log Collection Failure 20
Removed and Unsupported Features 20
Third-party Software Impacts 21
CHAPTER 3
Cisco Unified Customer Voice Portal 23
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Contents
New and Updated Features 23
New Features 23
IPv6 Support 23
Unified Call Studio 23
Set Value Element 23
Rest_Client Element 24
Unified CVP Utility for Java Scripts 24
Call Stack History View 24
Updated Features 24
Platform Updates 24
Platform Common Ground Upgrade 24
ESXi Release 5.5 Support 25
VMware Requirement 25
IBM Informix Support 25
Variables View 25
Deprecated Features 25
Important Notes 25
Removed and Unsupported Features 25
Third-Party Software Impacts 26
CHAPTER 4
Cisco Finesse 27
New and Updated Features 27
New Features 27
Sign In URL Now Requires FQDN 27
Multiple Call Variables Layouts 28
Finesse IP Phone Agent 28
Account Locked After Five Failed Sign In Attempts 28
Accessibility 29
Gadget Loading Indicator 29
Outbound Option Direct Preview Calls 29
NTLMv2 Support 30
Log Collection Using Cisco Unified Real-Time Monitoring Tool 30
SQL User Authentication 30
IPv6 30
Updated Features 30
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Increased Phone Books and Contacts 30
Increased Team Wrap-Up Reasons 31
All ASCII Characters Now Supported When Making a Call 31
Dialog Notification API Populates requestId 31
Cisco Finesse Tomcat 31
Port Utilization for Cisco Finesse Tomcat and Third-Party (External) Web Server 31
SystemInfo Object Support for peripheralId 31
Aligned Partitions Support 32
Cluster Settings Gadget Now Supports Hostname Only 32
Localization of Wrap Up Reasons, Call Variables, and ECC Variables 32
Deprecated Features 32
Important Notes 33
Cisco Finesse Installation 33
Supported Upgrade Paths 33
Load Balancing for Finesse 33
Encryption of Self-signed Certificates 34
One Finesse Desktop or Finesse IPPA Session Per Agent 34
Conference Limitations 34
Wrap-Up and Transfer 34
Browser URL Button for Workflow Actions and Internet Explorer 11.0 35
Retrieve Button on Finesse Triggers Conference with BiB on EX90 35
Cisco Jabber for Windows 35
Hardware and Software Requirements 35
Related Documentation 36
Removed and Unsupported Features 37
Third-Party Software Impacts 37
CHAPTER 5
Cisco Unified Intelligence Center 39
New and Updated Features 39
New Features 39
Unified Intelligence Center Gadget Improvements 39
Unified Intelligence Center Live Data for Unified Contact Center Enterprise 39
Support for New Russian Time Zone 40
Language Pack COP 40
IPv6 40
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Contents
Upgrade to 11.0(1) 40
Updated Features 41
Browser Support 41
Grid Enhancements 41
Stock Report Templates 41
Deprecated Features 41
Important Notes 42
VMware Tools Refresh 42
Encryption of Self-Signed Certificates 42
Load Balance 42
Recovery Disk 42
Unsupported and Removed Features 42
Third-Party Software Impacts 42
CHAPTER 6
Cisco Unified Contact Center Management Portal 43
New and Updated Features 43
New Features 43
Platform Upgrade 43
Web Services Support 43
IPv6 Support 44
Supported Versions of Cisco Unified Communications Products 44
Updated Features 44
Deprecated Features 44
Important Notes 44
ICE Errors After an Upgrade 44
Removed and Unsupported Features 45
Third-party Software Impacts 45
CHAPTER 7
Cisco MediaSense 47
New and Updated Features 47
New Features 47
In-Browser Playback 47
Finesse AgentInfo Gadget 47
Agent Information in MediaSense Search and Play 48
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Unified Communications Manager Line Display Name in MediaSense Search and
Play 48
Call Association for Network-Based Recording and Unified Border Element Dial Peer
Recording 48
Search on Archived Recordings 48
Updated Features 48
Deprecated Features 48
Important Notes 49
Removed and Unsupported Features 49
Third-Party Software Impacts 49
CHAPTER 8
Cisco Remote Silent Monitoring 51
New and Updated Features 51
New Features 51
Platform Upgrade to Windows 2012 R2 Standard Edition 51
Support for IPv6 Endpoints 52
Precision Queue (PQ) Based Monitoring in RSM APIs 52
Updated Features 52
Deprecated Features 52
Important Notes 52
Supported Base Install Versions 52
Anti-Virus Software Requirements 52
RSM CVP Comprehensive Call Flow Script Support 53
Maximum Configured Agents with CTI OS Integration 53
Monitor Delay with HTTP Prompt Streaming in Unified IP IVR 53
Cannot Monitor Agent Greeting or Whisper Announcement 53
Cannot Monitor Simphones from Supervisor Desktop 53
Fail-Over Redundancy and Load Balancing with CVP 53
Mobile Agent Not Supported 53
HTTPS Not Supported with Unified IP IVR 54
Multiple Unified CM Clusters Must Use Same Version 54
Supported IP Phones with Unified CCE 54
Cannot Monitor Encrypted Calls 54
Transfers and Alternate Call Monitoring 54
Agent Monitoring When Not Talking or on Hold 54
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Monitoring Sessions for Each Agent 55
Bandwidth Requirements 55
VLEngine and Email Alerts 55
Same RSM Server Cannot Support Both CVP and Unified IP IVR 55
Cannot Monitor Calls Before VLEngine Service Starts 55
Maximum IP IVR Execution Steps 55
Installation Notes 56
Removed and Unsupported Features 56
Third-Party Software Impacts 56
CHAPTER 9
Cisco SocialMiner 57
New and Updated Features 57
New Features 57
Account Locked After Five Failed Sign In Attempts 57
Updated Features 57
Deprecated Features 57
Important Notes 58
SocialMiner OVA Template 58
Upgrade to SocialMiner 11.0(1) 58
Encryption of Self-signed Certificates 58
Removed and Unsupported Features 58
Third-Party Software Impacts 58
CHAPTER 10
Cisco Unified Web and E-Mail Interaction Manager 59
Change History 59
New and Updated Features 59
New Features 59
Agent Experience 60
Pick, Pull, and Transfer 60
Support for Multiple Peripherals 60
Administration 60
General 60
User Roles and Permissions 60
Activity Routing and Assignment 60
New Partition Settings 61
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Contents
Chat 61
Mail 61
Knowledge 62
Knowledge Workflows 62
Article Types and Templates 62
Offers 62
Reports 62
Security 62
Updated Features 62
Customer Experience 63
User Experience 63
JRE-Free Refreshed Interface 63
Accessible Agent Console 63
Support for Updated Software on User Desktops 63
Platform 63
Installation Program 63
Upgrades to Release 11.0(1) 63
Updated Server Requirements 64
Updated User Desktop Requirements 64
Citrix Certification 64
Deployment 64
Integration Wizard 64
Serviceability and Performance 64
Deprecated Features 65
Important Notes 65
Removed and Unsupported Features 65
Third-Party Software Impacts 65
CHAPTER 11
Caveats 67
Caveat Queries by Product 67
Bug Search Tool 67
Severity 3 or Higher Caveats for Release 11.0 68
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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CHAPTER
1
Introduction
These release notes describe new features and changes for Release 11.0(1) of Unified Contact Center
Enterprise and its solution components.
• Release Notes for Contact Center Solutions, page 1
• Cisco Security Advisories, page 1
Release Notes for Contact Center Solutions
For Release 11.0, we are introducing release note compilations for each of the contact center solutions. The
compilations contain all of the release notes for one solution type and the components that you can use with
that contact center. Follow these links to find the release note compilations:
• Release Notes for Cisco Packaged Contact Center Enterprise Solution Release 11.0(1) at http://
www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/
products-release-notes-list.html
• Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1) at http://
www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-release-notes-list.html
• Release Notes for Cisco Unified Contact Center Express Solution Release 11.0(1) at http://
www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/
products-release-notes-list.html
• Release Notes for Cisco Hosted Collaboration Solution for Contact Center Release 11.0(1) at http://
www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/
products-release-notes-list.html.
Cisco Security Advisories
Addressing security issues in Cisco products is the responsibility of the Cisco Product Security Incident
Response Team (PSIRT). The Cisco PSIRT is a dedicated, global team that manages the receipt, investigation,
and public reporting of security vulnerability information that relates to Cisco products and networks.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
1
Introduction
Cisco Security Advisories
For information on existing security issues, see Cisco Security Advisories, Responses, and Alerts at http://
tools.cisco.com/security/center/publicationListing.x
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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CHAPTER
2
Cisco Unified Contact Center Enterprise
• Change History, page 3
• New and Updated Features, page 4
• Third-party Software Impacts, page 21
Change History
Release
Updates
Date
11.0(1)
Moved Cisco Agent Desktop March 2016
from the Deprecated table to
the Removed and
Unsupported Features table.
Added Cisco Supervisor
Desktop to the Removed and
Unsupported Features table.
11.0(1)
Added a topic entitled
February 2016
Administration Client Support
to the New Features section.
11.0(1)
Added a topic entitled SHA-2 January 2016
Third-Party Certificate
Support to the Important
Notes.
11.0(1)
Clarification to Agent
November 2015
Request Feature Description
for Unified WIM.
11.0(1)
Initial release.
August 2015
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
New and Updated Features
Release
Updates
Date
11.0(1)
Removed CTI OS /LOAD
December 2016
Configuration Parameter from
the Deprecated Features table
under Unified CCE.
New and Updated Features
New Features
The following sections describe new features that are pertinent to Unified CCE Release 11.0(1).
Platform Updates
In Release 11.0, Unified CCE now requires Microsoft Windows 2012 R2 Standard Edition and Microsoft
SQL Server 2014 64-bit Standard or Enterprise Edition. For further information, see the Unified CCE Solution
Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE.
Microsoft SQL Server Enterprise Edition Required for 500-GB Databases
For a database larger than 500 GB, Microsoft SQL Server 2014 Enterprise Edition is required. For further
information, see the Unified CCE Solution Compatibility Matrix.
Platform Common Ground Upgrade
Unified CCE 11.0 supports both Technology Refresh and Common Ground upgrades.
Unified CCE 11.0 allows in-place operating system upgrades to Microsoft Windows 2012 R2 Standard Edition
and Microsoft SQL Server 2014 Standard and Enterprise Editions, followed by upgrade of Unified CCE from
previous releases. For further information, see the Cisco Unified Contact Center Enterprise Installation and
Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/products-installation-guides-list.html.
ESXi Release 5.5 Support
Support for ESXi Release 5.5 Update 2 is now available.
When you upgrade to ESXi Release 5.5 Update 2 for solutions that use the Nexus 1000v router, be sure to
check Cisco Nexus 1000v and VMware Compatibility Information at http://www.cisco.com/c/en/us/support/
switches/nexus-1000v-switch-vmware-vsphere/products-device-support-tables-list.html to see if a Nexus
1000v upgrade is also required. From the compatibility information page for your specific release, you can
use the Interactive Upgrade Utility Tool to determine if you must perform an upgrade.
For additional details about ESXi, see the Virtualization for Unified CCE DocWiki doc wiki at http://
docwiki.cisco.com/wiki/Virtualization_for_Unified_CCE.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
New Features
Live Data
This release extends support for Live Data from Packaged CCE to include Unified CCE. In Unified CCE
deployments, Live Data requires a separate VM. For more information, see the Cisco Unified Contact Center
Enterprise Design Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/products-implementation-design-guides-list.html.
Live Data Reports
Live Data is a reporting data framework newly introduced for Unified CCE. The framework processes real-time
events from the Router and Agent Peripheral Gateways with faster refresh rates and high availability for
Unified CCE reports. Live Data continuously pushes data to reporting clients, and report attributes update as
the events occur.
The following sections describe features related to Live Data reports.
New Live Data Report Templates
The following new reports take advantage of the Live Data service:
• Agent - Provides details about selected agents. The report shows each agent’s currently active skill
group, state, and call direction within each Media Routing Domain that each agent is signed in to.
• Agent Skill Group - Shows skill group activity for the selected agents. The report shows each agent's
currently active skill group, state, and call direction within each Media Routing Domain that the agent
is signed in to.
• Precision Queue - Provides details about all precision queue activity for all agents signed in to the
precision queue.
• Skill Group - Shows all skill group activity for all agents signed in to the skill group.
Download and Import Report Bundles
You can download Live Data report bundles from Cisco.com (at https://software.cisco.com/download/
type.html?mdfid=282163829&flowid=73207), and then import them.
Add Live Data Reports to Finesse
There are several ways to add the Live Data reports to the Finesse Desktop:
• Add Live Data reports to default desktop layout
• Add Live Data reports to custom desktop layout
• Add Live Data reports to team layout
See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at http://www.cisco.com/
c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html
for these procedures.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
New Features
Configure Reporting Interval
You can configure the To Interval reporting time to match the needs of your call center. For more details,
see the Cisco Unified Contact Center Enterprise Reporting User Guide at http://www.cisco.com/c/en/us/
support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.
Live Data Collection
In Real Time data collection prior to Live Data, reporting data is written to the Unified CCE Data Server and
queried periodically by the Unified Intelligence Center.
In contrast, Live Data continuously processes agent and call events from the peripheral gateway and the router.
Live Data publishes the data directly to the client web applications, such as the Finesse Desktop and the Cisco
Unified Intelligence Center web-based Reporting application. Live Data continuously pushes only changed
data to the reporting clients without the delay of writing to and reading from the database. This process also
reduces load on the database servers.
The Live Data report templates take advantage of the Live Data service.
Release 11.0 uses the Real Time data flow and AW RT database, along with Live Data, to support other stock
and custom reports.
Live Data CLI Commands
This release includes several new Live Data CLI commands related to installation or serviceability.
Live Data Installation CLI Commands
Installation CLI commands related to the following Live Data areas are new in this release:
• AW DB access
• Cluster configuration
• Reporting
• Registration
For additional information about these Live Data CLI commands, see the Cisco Unified Contact Center
Enterprise Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/products-installation-guides-list.html.
Live Data Serviceability CLI Commands
Serviceability CLI commands related to the following Live Data areas are new in this release:
• Failover
• Socket.IO
• Syslog
• Tracing
For additional information about these Live Data CLI commands, see the Serviceability Guide for Cisco
Unified ICM/Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
New Features
IPv6 Support
Unified Contact Center solutions can now support IPv6 connections for agent and supervisor Finesse desktops
and phones. For the list of endpoints that are qualified for Unified CCE and that can now use IPv6, see the
Unified CCE Solution Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_
Unified_CCE.
Your IPv6-enabled deployment can use either IPv6-only or a mix of IPv4 and IPv6 endpoints. Servers that
communicate with those endpoints can now accept IPv6 connections, in addition to IPv4 connections.
Communications between those servers and Unified CCE Central Controller nodes continue to use IPv4
connections.
For more information on IPv6 support, see the Cisco Unified Contact Center Enterprise Design Guide at
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-implementation-design-guides-list.html.
Contact Sharing
Contact Sharing allows you to scale beyond 12,000 agents, by routing calls to two Unified CCE instances.
Contact Sharing uses extrapolation to distribute calls and increase overall agent and call handling capacity.
Contact Sharing enables customers with multiple Unified Contact Center Enterprise (Unified CCE) systems
to distribute calls across those systems. The Contact Director (previously named IVR ICM) acts as an initial
entry point for the call. If the call needs attention by an agent, Contact Sharing decides where to route the call
based on Live Data information from the Unified CCE target systems. You can configure Contact Sharing to
base routing decisions on factors such as the number of calls in queue, agent availability, average handle time,
and custom calculations.
Use Unified CCE Administration to create and maintain the Contact Sharing groups and rules. A group is a
collection of skill groups and precision queues across target systems. Each group has a rule that defines the
logic for selecting a skill group or precision queue in that group for a routing request. Each group also has an
Accept Queue If condition, which determines whether to include the individual skill groups and precision
queues from the group in the routing decision. The call is routed to the Unified CCE target system whose
precision queue or skill group is the best match for the group's rule. The target system's routing scripts determine
the final method for handling the request.
For more information, see the Cisco Unified Contact Center Enterprise Features Guide at http://www.cisco.com/
c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.
Precision Queue Enablement in a Hybrid Deployment
System administrators can enable precision queues for routing and queuing to Unified Communications
Manager agents in a Unified CCE hybrid deployment.
Precision routing is available for the following deployment types:
• ICM Router/Logger
• ICM Rogger
• UCCE 4000 Agents Rogger
• UCCE 8000 Agents Router/Logger
• UCCE 12000 Agents Router/Logger
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
7
Cisco Unified Contact Center Enterprise
New Features
You cannot assign precision queue attributes to agents on a third-party Automatic Call Distributor (ACD).
Precision queues support only Contact Center Enterprise agents.
Note
For configuration limits on precision queues, see the "System Requirements and Constraints" appendix
in the Cisco Unified Contact Center Enterprise Design Guide at http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-contact-center-enterprise/tsd-products-support-design.html.
Failover Enhancements
Outstanding dialogs terminate in the router during failure scenarios for Type 10 Voice Response Unit (VRU)
peripherals. This process ensures that the system does not attempt to use and reserve agent resources without
the ability to deliver a call. Outstanding Cisco Unified Customer Voice Portal (Unified CVP) Call Control
and VRU Voice XML (VXML) dialogs terminate in the router in the following failure scenarios:
• Network connection loss between the VRU Peripheral Interface Manager (PIM) and Unified CVP
• Network connection loss between the VRU Peripheral Gateway (PG) and router
• Failure of the VRU PG
• Failure of the VRU PIM
For transient Device Management Protocol (DMP) failures that do not result in active VRU PIM failure, the
router does not terminate the CVP call control dialogs. These dialogs can then be routed as soon as the DMP
path gets established again.
Outstanding Media Routing NEW_TASK MR request dialogs terminate in the router in the following failure
scenarios:
• Network connection loss between the MR PG and the router
• Network connection loss between the MR PIM and the application
• Failure of the MR PG
• Failure of the MR PIM
Endpoints for Agents and Callers
This release includes support for the following endpoints:
• 7821, 7841, 7861
• 8811, 8841, 8851, 8861, 8845, 8865
The 8845 and 8865 have video capability.
For the latest information on supported endpoints, check the Unified CCE Solution Compatibility Matrix at
http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
Updated Features
New OVA Templates
Unified Contact Center Enterprise Release 11.0(1) introduces these new virtual machine templates (OVAs):
OVA
Filename
Administration Client for Microsoft Windows 7
UCCEAW_11.0_Win7_vmv9_v1.0.ova
Administration Client for Microsoft Windows 8
UCCEAW_11.0_Win8_vmv9_v1.0.ova
Live Data (Standalone)
UCCELD_11.0_CVOS_vmv8_v1.0.ova
Administration Client OVAs
These templates create VMs for Unified CCE Administration Clients running on Microsoft Windows desktop
operating systems.
Note
The primary Unified CCE OVA (UCCE_11.0_Win2012_vmv9_1.0.ova) provides a template for
an Administration Client VM for Microsoft Windows Server 2012 R2 Standard edition.
Live Data (Standalone)
This release introduces Live Data Reporting. In Unified CCE deployments, Live Data runs in its own VM.
You have two options when loading the OVA for creating Live Data VMs:
Option
Description
Small Live Data Server
This option defines the Live Data VM for a deployment of 4,000 agents
or fewer. This Live Data VM option allocates half the virtual CPUs of
the "Large" option.
Large Live Data Server
This option defines the Live Data VM for a deployment of more than
4,000 agents.
The memory allocated and reserved is the same with both options.
Administration Client Support
Administration client is supported on Windows Server 2012 R2. Download the new
AdminClientInstaller11.0.1a file from Cisco.com.
Updated Features
The following sections describe updated features pertinent to Unified CCE Release 11.0(1).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
Updated Features
Database Schema Changes
Unified CCE Database Schema Changes
Release 11.0 includes several changes to the database schema for the main database. The release adds the
following tables:
• Contact_Share_Group
• Contact_Share_Group_Member
• Contact_Share_Queue
• Contact_Share_Rule
• System_Capacity_Interval
The release includes changes to these tables:
Table
Changes
Agent_Logout
Added the DbDateTime field.
Agent_Skill_Group_Logout
Added the DbDateTime field.
Agent_Skill_Group_Real_Time
Added these fields:
• AttributeID6
• AttributeID7
• AttributeID8
• AttributeID9
• AttributeID10
Agent_State_Trace
Added the DbDateTime field.
Campaign
Added the DSTLocationName field.
Campaign_Query_Rule_Real_Time FutureUseInt1 is renamed TotalVoiceCount.
Configuration_Limit
Added initial data for these fields:
• SYSTEM_WIDE_MAX_AGENTS
• MAX_AGENTS_PER_PERIPHERAL
• SYSTEM_WIDE_MAX_SKILLGROUPS
• MAX_SKILLGROUPS_PER_PERIPHERAL
Dialer_Detail
Added the IdleTime field.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
10
Cisco Unified Contact Center Enterprise
Updated Features
Table
Changes
Dialer_Interval
Changed these fields:
• FutureUseInt1 is renamed ReservationCallAttempts.
• FutureUseInt2 is renamed AllPortsBusyTime.
Import_Rule_History
Changed these fields:
• FutureUseInt1 is renamed ListImportType.
• FutureUseInt2 is renamed ImportType.
Peripheral_Interval
Added these fields:
• MaxCVPCallControlPorts
• MaxVRUPorts
Route_Call_Detail
Added these fields:
• ApplicationGatewayID
• ContactShareErrorCode
• ContactShareGroupID
• ContactShareQueueID
• ContactShareResult
• ContactShareErrorCode
The release removed the following table:
• Agent_Precision_Q_Real_Time
Important
See Deprecated Features, on page 17 for information on the deprecation of the half-hour interval tables.
BA Database Schema Changes
Release 11.0 includes changes to the Personal_Call_Back table.
For more details, see the Database Schema Handbook for Cisco Unified Contact Center Enterpriseat http://
www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-technical-reference-list.html.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
11
Cisco Unified Contact Center Enterprise
Updated Features
Database Maintenance
This release includes an improvement to the database maintenance processes to increase efficiency and prevent
collisions. The purge, index reorganization, and statistics maintenance are now collected into the PurgeTCD
scheduled task.
Exceeding Call Type Skill Group Limit
Unified CCE enforces a limit on call type skill groups on each interval of 30,000 total call type skill group
records. Exceeding the maximum call type skill groups generates an event. Reports do not include any Call
Type Skill Group objects in excess of the limit.
See the Cisco Unified Contact Center Enterprise Design Guide at http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.
Configuration Limit Enforcement
For performance and reliability reasons, Unified CCE enforces the following new limits through the
Configuration_Limit Table:
• SYSTEM_WIDE_MAX_AGENTS - ID: 17, Limit: 72,000
• MAX_AGENTS_PER_PERIPHERAL - ID: 18, Limit: 12,000
• SYSTEM_WIDE_MAX_SKILLGROUPS - ID: 19, Limit 27,000
• MAX_SKILLGROUPS_PER_PERIPHERAL - ID: 20, Limit: 4,000
The Logger checks these limits before committing any configuration changes. If a change violates these limits,
the transaction fails and return an error.
If your configuration already exceeded these limits in a previous release, the configuration still runs under
Release 11.0. However, any additional configuration changes fail. Delete unnecessary agents and skill groups
until you are below the limits to make room for any new agents or skill groups.
Agents on Subscriber Limit Increased
In Unified CCE 4,000-agent deployments with only Unified CVP, a Unified CM cluster can now support
about 4,000 Unified CCE agents. In Unified CCE 12,000-agent deployments, a Unified CM cluster with four
primary and four backup subscribers can now support about 8,000 Unified CCE agents. These limits assume
that the Busy Hour Call Attempt (BHCA) call load and all configured devices are spread equally among the
eight call processing subscribers with 1:1 redundancy. These capacities can vary, depending on your specific
deployment. Size all deployments by using the Cisco Unified Communications Manager Capacity Tool or
the Unified Collaboration Sizing Tool.
A single subscriber can support a maximum of 1,000 agents. In a failover scenario, the primary subscriber
supports a maximum of 2,000 agents.
All-Event Client and Monitor-Mode Connection Limit for Large OVAs
VMs built from the Large Agent PG OVA with 4 vCPUs can support more All-Event Clients and monitor-mode
connections. For these VMs, the maximum number of All-Event Clients on the CTI server is 20. The maximum
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
12
Cisco Unified Contact Center Enterprise
Updated Features
number of monitor-mode connections on the CTI OS server is 5. You can use these higher limits when the
CTI Clients use Event Minimization in their CTI Server protocol integration.
QoS Enabled by Default for the Private Network
Quality of Service (QoS) is enabled by default for the private network interfaces of the Router and PG
components in the Web Setup and the Peripheral Gateway Setup. Also, during upgrades from an earlier release,
the Unified CCE installer enables QoS for the private network interfaces of these components.
Background Information on QoS
The private network uses a UDP message timeout (heartbeat) mechanism. Due to virtual adapter interactions,
the UDP messages can invoke connection drops. Because of the heartbeat behavior, UDP is generally a bad
choice for the private network. In most cases, configuring QoS on the private network is better because QoS
uses a TCP keep-alive mechanism instead of UDP.
In large deployments, heavier traffic on the visible network between the Router and PG can cause the TCP
connection failure detection to slow. Not using QoS on the visible network in these larger deployments can
reduce the number of dropped route requests during a failure. But, we do not require this setting. Choose what
works best for your requirements.
Online Help
Online help presentation has been enhanced; topics now open in a web browser.
Outbound Option
Outbound Option Reports
Two new reports provide data about Outbound Option functions:
• Consolidated Outbound Call Report
The Consolidated Outbound Call Report provides details about each call made by a specified dialer
during an interval. The report includes information about Agent and Grouping, Customer Call Results,
Call Metrics, and Call References. You can filter this report on call results. The report includes a
chronological view that allows you to see the data for multiple call results in the order in which dialer
attempts were made.
• Transfer to IVR Campaigns
Similar to the consolidated report for the dialer, this report provides a consolidated view of Outbound
calls that were transferred to Interactive Voice Response (IVR).
All Outbound Option reports were reviewed for performance, accuracy of the data, and consistency between
the display and the online help. You can find the reports on Cisco DevNet at https://developer.cisco.com/site/
devnet/home/index.gsp.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
Updated Features
Outbound Option Campaign Manager Congestion Control
To protect the Campaign Manager from overload conditions, the Congestion Control feature dynamically
reduces the dialing rate of the registered Dialers as the number of queued messages increases. Congestion
control is triggered when the number of messages in the Campaign Manager queue reaches predefined
thresholds. As each threshold is reached, the Campaign Manager instructs the Dialers registered to it to reduce
their dialing rate. As the congestion eases, the Campaign Manager updates the dialers with a reduced throttle
percentage until the system returns to normal and no additional throttling is applied.
You can use a performance (Perfmon) counter, syslog messages, and SNMP notifications to monitor the status
of the Campaign Manager congestion control.
Outbound Dialer Auto-throttle Disabled
The Voice Gateway automatic throttle down mechanism is disabled by default to improve performance. When
enabled, this auto-throttle mechanism throttles down the dialer in response to an increased number of messages
indicating the Voice Gateway is over dialed or over capacity. If Voice Gateway capacity becomes an ongoing
issue, you can use a registry setting to enable automatic throttle down again.
Outbound Enhanced Capacity
Improvements to Outbound Option processing support higher limits for key capacities:
• The maximum number of ports per solution has been increased from 4,000 to 6,000 ports.
• The maximum number of calls per second has been to increased to 30 per dialer.
• The maximum number of calls per second distributed across all dialers (the sum of dialer port throttles)
has been increased to 120. This capacity is supported only on a UCS B Server.
Outbound Option Maximum Number of Campaigns and Campaign Skill Groups
This release increases the maximum number of campaigns supported in an Outbound Option deployment
from 300 to 600. To support 600 campaigns and campaign skill groups, you must use a UCS B Server, and
the CallRouter and Logger modules must be deployed on separate VMs. The increased number of campaigns
is not supported on any deployments that run the CallRouter and Logger modules on the same VM (Rogger).
Note
There is a limit of 150 campaign skill groups per dialer.
Outbound Automated Database Purge
To limit the size of the Outbound Option database, a new purge operation automatically removes closed
records that are more than 5 days old from the Dialing_List and Personal_Callback_List Campaign Manager
tables.
By default, a stored procedure runs daily at midnight to remove records from the Personal_Callback_List
table when the record's CallStatus is C or M, and the CallbackDateTime is at least five days old. In the
Dialing_List table, records are removed by default when CallStatusZone1 has a value of C or M, and
ImportRuleDate is at least five days old. You can change the status and age of the records to purge by setting
Campaign Manager registry settings.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
Updated Features
Outbound CPA Support with Cisco UBE
You may use Call Progress Analysis (CPA) in Outbound Option deployments configured with a Cisco Unified
Boundary Element (Cisco UBE). For more details, see the Unified CCE Solution Compatibility Matrix.
Outbound Personal Callback Enhancement
Personal Callback processing has been improved to offer better agent utilization. Personal Callback Calls
scheduled for agents who are logged out are rejected by the Dialer with a Call Result 17 (Reserve Failed).
This happens if the rescheduled option in the callback mode is not set to campaign DN. When the callback
mode is set to Campaign DN, and the agent is unavailable at the callback time, Outbound Option reserves
another agent for the callback using the dialed number of the associated campaign skill group.
Unified Collaboration Sizing Tool Updates
The Unified Collaboration Sizing Tool is enhanced to generate better results for Personal Callback port
utilization when PCB calls are queued to an agent.
As part of these improvements, three new fields are implemented in the sizing tool: Hit Rate, PCB per hour,
and PCB agents only.
Outbound Option Serviceability
Procmon, perfmon, and call result events are improved to allow you to monitor Outbound Option behavior
more accurately.
Outbound Option Perfmon Counters
New performance monitoring counters (Windows "PerfMon") are added to track the current Outbound Option
component behavior. The counters can be viewed from the PerfMon. The counters added include:
• PCBRecordstoCache - PCB Record Count, dialer caches upon receiving from campaign manager.
• Agent Reservation port count - Dialer Ports in use for Reserving Agents. Introduced in Dialer Counters.
• Port Utilization Percent - Percentage of Dialer ports in use. Introduced in Dialer Counters.
• DIALERBUSYPORTCUSTOMERCOUNT - Ports allocated for dialing customers, including callback
port allocation.
• DIALERACTIVELYCUSTDIALINGPORTS - Ports actively dialing. A percentage of Dialer ports in
use.
SIP Dialer Call Results
SIP Dialer processing is enhanced to capture call results, and Public Switched Telephone Network (PSTN)
and status code combinations for all SIP response failures in the Dialer_Detail table.
For specific information about these fields, see the CallResult Codes and Values, CallResults Table, and
Outbound dialer call result for combinations of PSTN and status code sections in the Dialer_Detail Table
appendix of the Outbound Option Guide for Unified Contact Center Enterprise at http://www.cisco.com/c/
en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
Updated Features
SIP Dialer Log Trace Improvements
The default Event Management System (EMS) log tracing for the SIP Dialer is now made more verbose.
These settings capture more details to improve troubleshooting when an issue occurs without the need to reset
EMS trace masks. In addition, the SIP Dialer traces were edited to improve clarity, and several high-volume
traces that do not provide useful information were moved to a higher level or removed.
The SIP Dialer default trace masks settings were: EMSTraceMask = 0x1F and EMSUserData = 0xFF. The
settings are now: EMSTraceMask = 0x3F and EMSUserData = 0xFFFF. The default trace configuration in
the Diagnostic Framework service is also set to these levels. The System CLI trace level 0 and trace level 1
are now both: EMSTraceMask = 0x3F and EMSUserData = 0xFFFF. The new default values are set
automatically on upgrade.
Because these trace levels produce larger log files, the SIP Dialer logs are now compressed. This allows EMS
to collect SIP Dialer log files that span a longer period of time before the log "rolls over" to a new file.
Outbound E1 R2 Support
You can configure the Outbound Option Dialer with systems that use the E1 R2 signaling protocol. E1 R2
signaling is a Channel Associated Signaling (CAS) international standard that is used with E1 networks in
Europe, Latin America, Australia, and Asia.
Dialer Prefix Data Updates
This release includes accuracy updates for the dialer prefix (NPA/NXX) data in the database.
CTI Server Message Protocol Version 19 Updates
The CTI Server Message Protocol Version 19 has the following added or updated messages:
• AGENT_STATE_EVENT
• AGENT_TEAM_CONFIG_EVENT
• CLIENT_SESSION_OPENED_EVENT
• CLIENT_SESSION_CLOSED_EVENT
• CONFIG_REQUEST_KEY_EVENT
• CONFIG_KEY_EVENT
• CONFIG_REQUEST_EVENT
• CONFIG_BEGIN_EVENT
• CONFIG_SERVICE_EVENT
• CONFIG_SKILL_GROUP_EVENT
• CONFIG_AGENT_EVENT
• CONFIG_DEVICE_EVENT
• CONFIG_CALL_TYPE_EVENT
• CONFIG_END_EVENT
• EMERGENCY_CALL_REQ
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
16
Cisco Unified Contact Center Enterprise
Deprecated Features
• EMERGENCY_CALL_CONF
• EMERGENCY_CALL_EVENT
• OPEN_CONF
• QUERY_AGENT_STATE_CONF
• RTP_STARTED_EVENT
• RTP_STOPPED_EVENT
• START_RECORDING_REQ
• START_RECORDING _CONF
• STOP_RECORDING_REQ
• STOP_RECORDING_CONF
Localized Character Support
Unified CCE supports localized characters for wrap-up and call context data (Call variable and ECC variable)
for Finesse.
For more information, see Localization of Wrap Up Reasons, Call Variables, and ECC Variables, on page
32.
Support for MCI NIC
Release 11.0 reinstates support for the MCI Network Interface Controller (NIC).
Deprecated Features
No more engineering development will occur for these features. Deprecated features are scheduled for removal
in a future release. Plan to transition to the designated replacement feature. If you are implementing a new
deployment, use the replacement technology rather than the deprecated feature.
Please review applicable notes for details about exceptions or other qualifiers.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
17
Cisco Unified Contact Center Enterprise
Deprecated Features
Deprecated Feature
Announced Replacement
In Release
Notes
"Half Hour" database tables:
11.0(1)
Interval database tables
Start migrating any custom
reports that use the half hour
tables to the corresponding
interval table.
11.0(1)
Cisco Finesse
Deprecated for Unified CCE,
Packaged CCE, and Cisco
HCS for Contact Center.
• Agent_Half_Hour
• Agent_Skill_Group_Half_Hour
• Call_Type_Half_Hour
• Call_Type_SG_Half_Hour
• Peripheral_Half_Hour
• Service_Half_Hour
• Skill_Group_Half_Hour
CTI OS Agent Desktop
For the foreseeable future,
support continues for Avaya
(ACM and Aura), Aspect, and
System PG.
CTI OS Supervisor Desktop
11.0(1)
Cisco Finesse
CTI OS-Based Silent Monitoring 11.0(1)
Cisco Agent Desktop
11.0(1)
Cisco Finesse
Cisco Media Blender
11.0(1)
For Unified WIM and
EIM, use the Script Editor
to configure dialed number
prefixes and filters for
Agent Request.
AAS for Symposium (SEI
Interface)
11.0(1)
Cisco Agent
Desktop 10.0(2)
is the last version
that Unified CCE
will support.
Interface retired by vendor.
H.323 protocol support for Mobile 11.0(1)
Agent
SIP protocol
On-Demand Licensing Model for 10.0(1)
Unified CCE
Cisco Hosted
Collaboration Solution
(HCS) for Contact Center
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
18
Important
Cisco Unified Contact Center Enterprise
Important Notes
Deprecated Feature
Announced Replacement
In Release
Unified Intelligent Contact
10.0(1)
Management Hosted (ICMH) and
Unified Contact Center Hosted
(Unified CCH)
Notes
Cisco Hosted
Collaboration Solution
(HCS) for Contact Center
Important Notes
Unified CCE Administration Ping Failure on Windows with NAT64
You set up NAT64 so that supervisors on an IPv6 network can access Unified CCE Administration on an
IPv4 network. When setting up NAT64, you may make ping requests to check that you can reach Unified
CCE Administration. If you make the ping requests from Windows through the NAT, the first ping attempt
succeeds, but subsequent ping requests to additional addresses may fail. This behavior is expected for NAT64
with ping from Windows, and does not mean that requests through Unified CCE Administration will fail.
Instead of using ping on Windows, confirm that you can reach Unified CCE through NAT64 using a browser
or ping from a Linux desktop.
For more details, see CSCuu75316 at https://tools.cisco.com/bugsearch/bug/CSCuu75316.
Connectivity Issues When VOS Firewall Disabled
The firewall on a VOS server uses port forwarding. If you disable the firewall, some applications can lose
connectivity because they use port forwarding. The Cisco Unified Intelligence Center OAMP page and any
other web application that connects to Cisco Tomcat on port 8443 fail when the firewall is down. The Cisco
Unified Real-Time Monitoring Tool (RTMT) client displays the following error:
RTMT application cannot communicate with specified node/cluster. Please verify the host IP
address is correct and the network connection is up, and try again.
Encryption of Self-signed Certificates
Encryption of Self-Signed Certificates
Automatically generated self-signed certificates currently use SHA-1 encryption, which is deprecated.
Instead, use the platform administration tools to create self-signed certificates with SHA256 encryption. You
can access the tools by selecting OS Administration > Security > Certificate Management.
SHA-2 Third-Party Certificate Support
Unified CCE supports SHA-2 for third-party certificates. (The CCE SSL Utility generates only SHA-1
self-signed certificates.)
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
19
Cisco Unified Contact Center Enterprise
Removed and Unsupported Features
Unified Communications Manager Log Collection Failure
Using the Unified System CLI to download Unified Communications Manager logs might result in a log file
of 0 bytes. The system CLI contains the following error:
RemoteException error : DimeGetFileService:GetOneFile():file not allowed for download.
For more information, see CSCuv89821 at https://tools.cisco.com/bugsearch/bug/CSCuv89821.
Removed and Unsupported Features
The following features are no longer available.
Feature
Effective from
Release
Replacement
Agent Re-Skilling Web Tool
11.0(1)
Agent Re-skilling Tool in Unified CCE
Administration
Agent Routing Service (ARS) PG 11.0(1)
(also known as ARI)
Alternate PG
Cisco Agent Desktop
11.0(1)
Cisco Finesse
Cisco Supervisor Desktop
11.0(1)
Cisco Finesse
Cisco Siebel Data Store
11.0(1)
Refer to Solutions Plus at https://
marketplace.cisco.com/catalog/companies/4798 for
details about replacement connectors.
Cisco Unified CRM Connector for 11.0(1)
Siebel
Refer to Solutions Plus at https://
marketplace.cisco.com/catalog/companies/4798 for
details about replacement connectors.
GKTMP NIC
11.0(1)
Deploy other supported NICs, such as SS7 and CRSP.
ICM Net Gen tool
11.0(1)
Use a third-party protocol sniffer.
Message Integration Service (MIS) 11.0(1)
Translation Route
Non-Voice Agent PG
11.0(1)
No replacement
Skinny Call Control Protocol
(SCCP) dialer
11.0(1)
Session Initiation Protocol (SIP) Dialer
Sprint NIC
11.0(1)
Deploy other supported NICs, such as SS7 or CRSP.
Stentor NIC
11.0(1)
Deploy other supported NICs, such as SS7 or CRSP.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Contact Center Enterprise
Third-party Software Impacts
Third-party Software Impacts
See the Unified CCE Solution Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_
for_Unified_CCE for more information on third-party software.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
21
Cisco Unified Contact Center Enterprise
Third-party Software Impacts
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
22
CHAPTER
3
Cisco Unified Customer Voice Portal
• New and Updated Features, page 23
• Third-Party Software Impacts, page 26
New and Updated Features
New Features
The following sections describe new features that are pertinent to Unified CVP Release 11.0(1).
IPv6 Support
Beginning with Unified CVP Release 11.0(1), you can use either IPv6-only or a mix of IPv4 and IPv6 endpoints.
Servers that communicate with those endpoints can now accept IPv6 connections, in addition to IPv4
connections. Servers use IPv4 connections to communicate with each other. For more information about IPv6
support, see the Design Guide for Cisco Unified Customer Voice Portal at http://www.cisco.com/c/en/us/
support/customer-collaboration/unified-customer-voice-portal/products-implementation-design-guides-list.html.
Note
Cisco Unified CVP does not support video call flows with Alternative Network Address Types (ANAT).
Unified Call Studio
Set Value Element
In Release 11.0(1), Cisco Unified Call Studio includes a new element called the Set Value element which
supports basic mathematical operations, and string operations using JavaScript. The Set Value Element allows
you to define and assign values to local variables.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
23
Cisco Unified Customer Voice Portal
Updated Features
Rest_Client Element
Beginning with Unified CVP Release 11.0(1), the Integration element folder includes a new action element
called the Rest_Client. The Rest_Client element uses REST APIs to send GET, CREATE, DELETE, and
UPDATE requests to the application server.
Unified CVP Utility for Java Scripts
Beginning with Unified CVP Release 11.0(1), Cisco Unified Call Studio includes the following utilities:
• XPath Expression—This utility allows you to use XPath expressions in JavaScript to return values from
the XML.
• JSONPath Expression—This utility allows you to use JSONPath expressions in JavaScript to return
values from the JSON( JavaScript Object Notation).
• Date Validation—This utility allows you to validate the date in JavaScripts on local variables.
• Time Validation—This utility allows you to validate the time in JavaScripts on local variables.
For more information about new features and elements for Unified Call Studio, see Element Specifications
for Cisco Unified CVP VXML Server and Cisco Unified Call Studio at http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-customer-voice-portal/products-programming-reference-guides-list.html.
Call Stack History View
This is a new view in Cisco Unified Call Studio. The information that previously appeared in the Variables
view now appears in a new view called the Call Stack History view. The Call Stack History view displays
information about the variables that are associated with the stack frame that you selected in the Debug view.
Click an element in the Editor view to view the corresponding data variables in the Call Stack History view.
In addition, Java objects can be expanded to show the fields. The data variables that are displayed in the Call
Stack History view can be edited.
Updated Features
The following sections describe the updated features pertinent to Unified CVP Release 11.0(1).
Platform Updates
In Release 11.0(1), Unified CVP requires Microsoft Windows 2012 R2 Standard Edition. For more information,
see the Compatibility Matrix for Unified CVP DocWiki at http://docwiki.cisco.com/wiki/Unified_CVP_
Software_Compatibility_Matrix_for_11.0%28x%29.
Platform Common Ground Upgrade
Unified CVP 11.0(1) allows in-place operating system upgrades to Microsoft Windows 2012 R2 Standard
Edition followed by upgrade of Unified CVP from previous releases. For more information, see the Installation
and Upgrade Guide for Cisco Unified Customer Voice Portal at http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.html.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
24
Cisco Unified Customer Voice Portal
Deprecated Features
ESXi Release 5.5 Support
Support for ESXi Release 5.5 is now available.
VMware Requirement
In Release 11.0(1), Unified CVP requires VMware version 9 Compatible with ESXi 5.1 and later. For more
information about upgrading the VMware hardware version, see the Upgrade the Existing Unified CVP Virtual
Machine section in the Installation and Upgrade Guide for Cisco Unified Customer Voice Portal at http://
www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/
products-installation-guides-list.html.
IBM Informix Support
IBM Informix database server 12.10 FC3 is installed as part of the Reporting Server 11.0(1).
Variables View
In Release 11.0(1), you can modify data-variable values directly from the Variables view, while you debug
a call flow. Click a particular element in the Editor view to see the name and value of the corresponding data
variables in the Variables view. The Variables view allows you to modify data-variable values for elements
in both the main flow and subflow.
Deprecated Features
No more engineering development will occur for these features. Plan to transition to the designated replacement
feature. If you are implementing a new deployment, use the replacement technology rather than the deprecated
feature. Deprecated features are scheduled for removal in a future release.
Deprecated Feature
Announced In Replacement
Release
Unified Intelligent Contact
10.0(1)
Management Hosted (Unified
ICMH) and Unified Contact
Center Hosted (Unified CCH)
Notes
Cisco Hosted Collaboration
Solution (HCS) for Contact
Center
Important Notes
There are no important notes for this release.
Removed and Unsupported Features
The following feature is no longer available.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
25
Cisco Unified Customer Voice Portal
Third-Party Software Impacts
Feature
Effective from Release
Replacement
Key Press Markup Language
11.0(1)
No replacement is available.
Third-Party Software Impacts
See the Unified CCE Solution Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_
for_Unified_CCE for more information about third-party software.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
26
CHAPTER
4
Cisco Finesse
• New and Updated Features, page 27
• Deprecated Features, page 32
• Important Notes, page 33
• Removed and Unsupported Features, page 37
• Third-Party Software Impacts, page 37
New and Updated Features
New Features
Sign In URL Now Requires FQDN
To sign in to the Finesse administration console or the Finesse agent desktop, enter the fully qualified domain
name (FQDN) of the Finesse server in the URL. If you enter the server IP address or hostname, Finesse
redirects your browser to the server FQDN.
Note
To sign in to Cisco Unified Operating System Administration on the Finesse server, you must enter the
server FQDN and the correct port in the URL:
• For HTTPS: https://FQDN:8443/cmplatform
• For HTTP: http://FQDN:8080/cmplatform
In this case, Finesse does not redirect your browser if you enter the server IP address or hostname.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
27
Cisco Finesse
New Features
Multiple Call Variables Layouts
In previous releases, Finesse only supported one default Call Variables Layout. With Release 11.0(1), the
Call Variables Layout gadget allows you to define up to 200 unique Call Variables Layouts (one default layout
and 199 custom layouts) to display on the Finesse agent desktop. As part of this functionality:
• You can use a workflow to specify the Call Variables Layout that an agent sees when they receive a
call.
• For a new Release 11.0(1) installation, Finesse provides a default layout.
• For upgrades from an earlier release, Finesse migrates the previously configured default layout and
assigns it the default name and description.
Finesse IP Phone Agent
With Finesse IP Phone Agent (IPPA), agents can access Finesse capabilities on their Cisco IP Phone as an
alternative to accessing Finesse through the browser. Finesse IPPA does not provide the full set of Finesse
features that are supported using the browser, but it does allow agents and supervisors to receive and manage
Finesse calls if they lose or do not have access to a PC.
Note
Supervisors can sign in to Finesse on their IP Phones and perform all agent tasks, but supervisor tasks
such as monitor, barge, and intercept are not supported. To perform supervisor tasks, supervisors must
sign in to the Finesse desktop.
In Release 11.0(1), Finesse IPPA supports the following functionality:
• Sign in/sign out
• Pending state
• Wrap-up reasons
• Optional wrap-up
• Not Ready reasons
• State change using reason codes
• One Button Sign In
Account Locked After Five Failed Sign In Attempts
If an administrator tries to sign in to the Finesse administrator console (or diagnostic portal) with the wrong
password five times in a row, Finesse blocks access to that user account for a period up to 30 minutes. For
security reasons, Finesse does not alert the user that their account is locked. They must wait 30 minutes and
try again.
Similarly, if agents or supervisors sign in to the desktop five times in a row with the wrong password, Finesse
blocks access to that user account. However, in this case, the lockout period is only 5 minutes. This restriction
also applies when agents and supervisors sign in using Finesse IP Phone Agent (IPPA).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
28
Cisco Finesse
New Features
Note
When an agent or supervisor account is locked, subsequent attempts to sign in, even with correct credentials,
reset the lockout period to 5 minutes again. For example, if a locked user tries to sign in again after only
4 minutes, the lockout period is reset and the user must wait another 5 minutes. This reset does not apply
to the administrator account.
To view whether a user account is locked, enter the following CLI command:
file get activelog desktop recurs compress
Then extract the zipped output, and search the catalina.out logs (opt/cisco/desktop/finesse/logs/catalina.out)
for the following message referring to the locked username:
An attempt was made to authenticate the locked user "<username>"
Accessibility
The Finesse desktop supports features that improve accessibility for low-vision and vision-impaired users.
Note
Finesse supports these features only with Internet Explorer 11.0 and only on the agent desktop, not the
supervisor desktop or administration console.
Gadget Loading Indicator
Finesse now provides a gadget loading indicator that displays a loading message while a gadget is initially
loading in Finesse. If you are a developer creating a gadget, include this functionality in your gadget to provide
a consistent user experience within Finesse.
Outbound Option Direct Preview Calls
Finesse Release 11.0(1) supports Outbound Option Direct Preview calls. When a Direct Preview call arrives
on the Finesse desktop, the agent can do one of the following:
• Accept the call—If the agent accepts the call, the call is placed from the agent's phone. If the agent does
not reach the customer, the agent can reclassify the call using one of the following options:
◦Voice
◦Answering Machine
◦Fax/Modem
◦Invalid Number
Note
The Busy classification is not supported.
• Decline the call—If the agent declines the call, the agent can either reject the contact and return it to the
campaign or close the contact and remove it from the campaign.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
29
Cisco Finesse
Updated Features
NTLMv2 Support
Finesse now enforces NTLMv2 challenge/response when connecting to the AW database (AWDB).
Log Collection Using Cisco Unified Real-Time Monitoring Tool
Finesse supports the Unified Real-Time Monitoring Tool (RTMT) for log collection. Finesse supports RTMT
only for log collection; other RTMT features are not supported. For more information, see the Cisco Finesse
Administration Guide (at http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/
products-user-guide-list.html), and the Managed Service Guide for Cisco Unified Communications Manager
(at http://www.cisco.com/c/en/us/support/unified-communications/
unified-communications-manager-callmanager/products-maintenance-guides-list.html).
SQL User Authentication
Finesse now supports connections to the AW database (AWDB) using SQL authentication as an alternative
to Windows authentication. Users must have at minimum read access to the database.
IPv6
Cisco Finesse supports IPv6 using dual stack (IPv4 and IPv6). By default, only IPv4 is enabled at installation.
You can enable IPv6 after installation using either Cisco Unified Communications Operating System
Administration or the CLI. For details, see the Cisco Finesse Installation and Upgrade Guide at http://
www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-installation-guides-list.html.
To sign in using IPv6, you must include the HTTP or HTTPS port number in the URL.
Finesse Interface
IPv6 HTTPS URL
IPv6 HTTP URL
Administration Console
https://<FQDN>:8445/cfadmin
http://<FQDN>:8082/cfadmin
Agent Desktop
https://<FQDN>:8445/desktop
http://<FQDN>:8082/desktop
Updated Features
Increased Phone Books and Contacts
Finesse Release 11.0(1) increases the maximum number of team phone books from 50 to 300 and total contacts
in all phone books from 1500 to 50,000. See the following table for details.
Table 1: Maximum Numbers of Phone Books and Contacts
Item
Maximum
Total contacts in all phone books 50,000
Notes
Increased from 1500.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
30
Cisco Finesse
Updated Features
Item
Maximum
Notes
Team phone books
300
Increased from 50.
Global phone books
10
Unchanged.
Displayed contacts per agent
1500
Unchanged. These contacts are retrieved first from the
global phone books and then from the team phone books.
Contacts per phone book
1500
Unchanged.
Increased Team Wrap-Up Reasons
Finesse Release 11.0(1) increases the maximum number of team wrap-up reasons from 100 to 1500. However,
you can still assign no more than 100 team wrap-up reasons to an individual team. The maximum number of
global wrap-up reasons remains unchanged at 100.
All ASCII Characters Now Supported When Making a Call
Finesse now supports the use of any ASCII character when you make a call. Finesse no longer converts letters
typed into the dial pad into numbers, nor does it remove non-numeric characters (including parentheses and
hyphens) from phone numbers.
Dialog Notification API Populates requestId
In the Dialog Notification API, the requestId tag is now populated when a user makes a request. (For an
incoming call, the requestId tag is empty.)
Cisco Finesse Tomcat
The Cisco Tomcat service on Finesse has been renamed to Cisco Finesse Tomcat. As a result, CLI commands
that referred to Cisco Tomcat now refer to Cisco Finesse Tomcat, for example: utils service start Cisco
Finesse Tomcat.
Port Utilization for Cisco Finesse Tomcat and Third-Party (External) Web Server
Cisco Finesse Tomcat HTTP port is changed from 8080 to 8082, and the HTTPS port is changed from 8443
to 8445. The same port usage updates also apply to the third-party (external) web server.
SystemInfo Object Support for peripheralId
The Finesse SystemInfo object now displays the peripheralId value of the peripheral to which Finesse is
connected.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
31
Cisco Finesse
Deprecated Features
Aligned Partitions Support
Finesse 11.0 now supports aligned partitions, but only with a fresh installation.
If you perform an upgrade from a previous release, the platform detects the unaligned partitions and displays
the following error:
ERROR-UNSUPPORTED: Partitions unaligned
You can run Finesse with the unaligned partitions, as there is no functional impact to Finesse. However, you
cannot benefit from the aligned partitions unless you perform a fresh installation. For details, see the Cisco
Finesse Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/
finesse/products-installation-guides-list.html.
Cluster Settings Gadget Now Supports Hostname Only
To specify the secondary Finesse Server in the Cluster Settings gadget, you can now enter only the hostname
of the secondary server. The gadget no longer supports IP address entries.
Localization of Wrap Up Reasons, Call Variables, and ECC Variables
Call Context data (Wrap Up Reasons, call variables, and ECC variables) is Unicode enabled and independent
of the desktop locale.
The following restrictions apply to Call Context data with localized characters.
Variable
Limit
Wrap-Up Reasons
Limited to 40 bytes of UTF-8 data.
Call Variables 1-10
Limited to 40 bytes of UTF-8 data.
Note
ECC Variables
If Finesse sends a set call data request that exceeds 40 bytes of data,
the request fails.
UTF-8 data is limited to the maximum size in bytes for ECC variables specified
in Unified CCE.
If any of the limits in this table are exceeded, the variable data is truncated. This is more likely with localized
characters that occupy more than one byte in size (for example, characters with an accent require two bytes
to store one character and Asian characters require three or four bytes).
For details about how to set the correct Windows locale and SQL collation settings, see the Cisco Unified
Contact Center Enterprise Installation and Upgrade Guide at http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.
Deprecated Features
This release has no deprecated features.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
32
Cisco Finesse
Important Notes
Important Notes
Cisco Finesse Installation
Cisco Finesse is installed on a virtual machine (VM) and runs on the Cisco Unified Voice Operating System
platform, similar to Cisco Unified Communications Manager. This platform does not support navigation into,
or manipulation of, the file system.
To install Finesse, you must first obtain the Finesse installer and the Cisco Finesse Open Virtual Archive
(OVA) file. You can obtain the Cisco Virtual Server (OVA) files needed to create a Virtual Machine from
http://www.cisco.com/cisco/software/type.html?mdfid=283613135&flowid=30701.
Important
DNS client configuration is mandatory for Cisco Finesse. During the installation, you must select Yes on
the DNS Client Configuration screen and specify the DNS client information. If you fail to complete this
step, after the installation is complete, agents will not be able to sign in to the desktop. You will need to
reinstall Finesse.
You can find detailed installation instructions in the Cisco Finesse Installation and Upgrade Guide at http://
www.cisco.com/en/US/products/ps11324/prod_installation_guides_list.html.
Supported Upgrade Paths
The following table lists the supported paths to upgrade to Cisco Finesse Release 11.0(1).
Current Version
Upgrade Path
Release 10.0(1)
Upgrade to Release 11.0(1).
Release 10.0(1) SU1
Release 10.5(1)
Upgrade to Release 11.0(1).
Release 10.5(1) ES1
Release 10.5(1) ES2
Release 10.5(1) ES3
Load Balancing for Finesse
If an agent attempts to navigate to a Finesse server that is down or not reachable, a load balancer can be
configured to determine the status of the Finesse servers. However, once the agent signs in to the Finesse
server directly, the use of a load balancer is not required nor supported. For information about Finesse support
of a load balancer before sign-in or with the Finesse APIs, see the Cisco Unified Contact Center Enterprise
Design Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/
products-implementation-design-guides-list.html.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
33
Cisco Finesse
Encryption of Self-signed Certificates
Encryption of Self-signed Certificates
Encryption of Self-Signed Certificates
Automatically generated self-signed certificates currently use SHA-1 encryption, which is deprecated.
Instead, use the platform administration tools to create self-signed certificates with SHA256 encryption. You
can access the tools by selecting OS Administration > Security > Certificate Management.
One Finesse Desktop or Finesse IPPA Session Per Agent
Finesse has the following agent session limitations:
• Finesse can support a mix of agents in which some agents use Finesse IPPA and other agents use the
Finesse desktop (license permitting).
• Agents cannot sign in to both the Finesse desktop and Finesse IPPA at the same time.
• Agents can sign in to only one instance of either the Finesse desktop or Finesse IP Phone Agent (IPPA)
at one time.
• When agents are signed in to the Finesse desktop or Finesse IPPA, they can also sign in to a third-party
application using the Finesse API at the same time. (This setup is considered a custom development.
Like other Finesse customizations, the customer or partner is responsible for proper development and
testing of this custom setup.)
Conference Limitations
An agent or supervisor who signs in to the Finesse desktop while on an active conference with other devices
(which are not associated with another agent or supervisor) may experience unpredictable behavior with the
desktop because of incorrect call notifications. These limitations also encompass failover scenarios where
failover occurs while an agent or supervisor is participating in a conference call. When failover occurs and
the agent is redirected to the alternate Finesse server, that agent may see unpredictable behavior on the desktop.
Examples include (but are not limited to):
• The desktop does not reflect all participants in the conference call.
• The desktop does not reflect that the signed-in agent is in an active call.
• Finesse receives inconsistent call notifications.
Wrap-Up and Transfer
An agent cannot enter wrap-up data following a completed transfer because the call is not only cleared, but
also completely ended. If an agent wants to enter wrap-up data for a transferred call, that agent must select a
wrap-up reason while the call is in progress.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
34
Cisco Finesse
Browser URL Button for Workflow Actions and Internet Explorer 11.0
Note
If an agent is configured for wrap-up, that agent may still enter Wrap-Up state after transferring the call.
However, the wrap-up timer does not appear on the Finesse desktop after the call is transferred.
Browser URL Button for Workflow Actions and Internet Explorer 11.0
The context menu for the Browser URL button on the Manage Workflow Actions gadget is disabled in Internet
Explorer 11.0. An administrator must use keyboard shortcuts for Select All, Cut, Copy, and Paste for this
particular field.
Retrieve Button on Finesse Triggers Conference with BiB on EX90
An agent is using the Finesse desktop and EX90. The agent places a call on hold and makes a consultation
call to another agent. When the agent clicks the Retrieve button on the Finesse desktop to go back to the
original call, the action triggers the Built-In Bridge (BiB) on the EX90. To prevent this, the agent can click
the Hold button to place the consultation call on hold and then click Retrieve to go back to the original call.
Cisco Jabber for Windows
Finesse supports Cisco Jabber for Windows as a contact center voice endpoint. Finesse supports the following
Jabber functionality:
• Voice and Video
• Built-In Bridge (for silent monitoring)
• IM and Presence
Note
Agents cannot use Jabber to transfer or conference calls. Agents must use the Finesse desktop for transfer
and conference.
You must change the default configuration for Jabber as follows:
• Change Maximum number of calls from 6 to 2.
• Change Busy trigger from 2 to 1.
Hardware and Software Requirements
For Finesse compatibility requirements, including supported phones and browsers, see the Compatibility
Matrix for Unified CCE.
Finesse Client Requirements
The minimum supported screen resolution for Finesse clients is 1024 x 768.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
35
Cisco Finesse
Related Documentation
Important
Requirements, such as processor speed and RAM, for clients that access the Finesse desktop can vary.
Desktops that receive events for more than one agent (such as a supervisor desktop running Team
Performance and Queue Statistics gadgets or an agent desktop running Live Data reports that contain
information about other agents or skill groups) require more processing power than desktops that receive
events for a single agent.
Factors that determine how much power is required for the client include, but are not limited to, the
following:
• Contact center traffic
• Additional integrated gadgets in the desktop (such as Live Data reports or third-party gadgets)
• Other applications that run on the client and share resources with the Finesse desktop
Cisco Unified Contact Center Enterprise
Cisco Finesse supports Unified CCE Release 10.0(x), 10.5(1), and 11.0(1).
Hardware
Click here for information about the system hardware requirements for Unified Communications servers. For
virtualization information for Cisco Finesse, go to http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_
Finesse.
Load and Capacity
Finesse is qualified to support up to 1800 agents and 200 supervisors (for a total of 2000 users) per Finesse
server pair. Additionally, Finesse supports:
• Up to 1000 Outbound Option agents
• Up to 500 Finesse IPPA agents
Finesse IPPA agents can also access the Finesse desktop (but not both at the same time) without affecting
the total number of supported users, license permitting.
For example, you can have 200 supervisors, 1000 Outbound Option desktop agents, 500 Finesse IPPA inbound
agents, and 300 inbound desktop-only agents.
Finesse supports up to 54,000 calls per hour.
Note
HTTPS is not supported for deployments of more than 1500 users.
If you use HTTPS, you can have up to 1350 agents and 150 supervisors (for a total of 1500 users).
Related Documentation
Cisco Finesse documentation is available from the Finesse page on Cisco.com:
http://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
36
Cisco Finesse
Removed and Unsupported Features
This documentation includes
• These release notes
• Cisco Finesse Documentation Guide
• Cisco Finesse Administration Guide
• Cisco Finesse Installation and Upgrade Guide
• Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise
• Open Source licensing information
Developer information is available from the Finesse page on the Cisco Developer Network (requires sign in
with Cisco.com user ID and password):
https://developer.cisco.com/site/finesse/
Cisco DevNet provides API documentation (Cisco Finesse Web Services Developer Guide), a blog, and
forums.
Troubleshooting tips for Cisco Finesse are available on DocWiki at:
http://docwiki.cisco.com/wiki/Troubleshooting_Cisco_Finesse
Removed and Unsupported Features
This release has no removed or unsupported features.
Third-Party Software Impacts
This release has no third-party software impacts.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
37
Cisco Finesse
Third-Party Software Impacts
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
38
CHAPTER
5
Cisco Unified Intelligence Center
• New and Updated Features, page 39
• Third-Party Software Impacts, page 42
New and Updated Features
New Features
The following sections describe new features that are pertinent to Unified Intelligence Center Release 11.0(1).
Unified Intelligence Center Gadget Improvements
A toolbar is added to the reporting gadget. The toolbar includes options to select views, view thresholds only,
play and pause of live data updates, help, and maximize toolbar.
The gadget toolbar allows you to select multiple report views (up to five views), which is configured in the
Cisco Finesse administration page.
Unified Intelligence Center Live Data for Unified Contact Center Enterprise
Release 11.0(1) introduces Live Data reporting for Unified Contact Center Enterprise (Unified CCE). Unified
Intelligence Center supports Live Data on the report viewer and on the Finesse desktop as gadgets.
The following four new reports use Live Data services:
• Agent
• Agent Skill Group
• Precision Queue
• Skill Group
Cisco Unified Intelligence Center Live Data report uses STOCK data source called Streaming data source in
this release.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
39
Cisco Unified Intelligence Center
New Features
In a Packaged CCE deployment, this datasource is preconfigured as part of install.
To configure streaming datasource in a Unified CCE deployment, refer to Live Data Services Registration
section in Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 11.0(1) http://
www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-installation-guides-list.html
Support for New Russian Time Zone
Unified Intelligence Center supports the two new Russian time zone : Asia/Chita and Asia/Srednekolymsk.
The new time zones are included as part of Unified Intelligence Center.
Language Pack COP
From this release Unified Intelligence Center's default locale is English (U.S). You can enable all supported
locales in Unified Intelligence Center by installing the language pack on all nodes in a cluster. The language
pack is available as a Cisco Optional Package (COP), which can be downloaded from Cisco.comhttps://
software.cisco.com/download/type.html?mdfid=282163829&catid=null.
Note
Canadian French is removed from the language COP for this release.
Note
Customers installing or upgrading to Unified Intelligence Center 11.0(1) must apply the language COP
on all nodes in a cluster.
IPv6
Unified Intelligence Center supports IPv6 using dual stack (IPv4 and IPv6). By default, IPv4 only is enabled
at installation. You can enable IPv6 after installation using the CLI or from Cisco Unified Intelligence Operating
System Administration page. For more information, see the Administration Console User Guide for Cisco
Unified Intelligence Center, Release 11.0(1).
Upgrade to 11.0(1)
For upgrades from Unified Intelligence Center 10.x to Unified Intelligence Center 11.x, apply the Cisco
Options Package (COP) patch file ciscocuic.refresh_upgrade_v1.3.cop.sgn before beginning
the upgrade process.
Note
To perform an upgrade of Unified Intelligence Center to 11.x, you must first upgrade to 10.x from the
previous versions and then upgrade to 11.x. For more information on refresh upgrade, see Installation
and Upgrade Guide for Cisco Unified Intelligence Center 11.0(1).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
40
Cisco Unified Intelligence Center
Updated Features
Updated Features
The following sections describe the updated features for Cisco Unified Intelligence Center Release 11.0(1).
Browser Support
In this release Unified Intelligence Center supported browser versions are as follows:
Internet
Explorer 10
Native Mode
Internet
Explorer 11
Native Mode
Internet Explorer Internet Explorer Firefox 38
10 Compatibility 11 Compatibility Extended
Mode
Mode
Supported
Releases
(ESRs) and
higher ESRs
No
No
Yes
Yes
Yes
Cisco Unified
Yes
Intelligence Center
(Live Data Gadgets)
Yes
Yes
Yes
Yes
Cisco Unified
Intelligence Center
Grid Enhancements
In this release, Cisco Unified Intelligence Center provides you with new grid features on the report viewer
for historical reports. In the reporting grid you can perform dynamic field selection, resize columns, sorting,
expand, and collapse of grouped data. For more information on the new grid, see Cisco Unified Intelligence
Center User Guide, Release 11.0(1) and to customize the reports on the new grid, see Cisco Unified Intelligence
Center Report Customization Guide 11.0(1).
Stock Report Templates
When you perform an upgrade of Unified Intelligence Center to 11.0(1), use the latest Unified Intelligence
Center stock template file Templates_CUIC_11.0_AS_11.0.zip. The latest stock report template file is
available here https://software.cisco.com/download/type.html?mdfid=282163829&catid=null
Deprecated Features
There are no deprecated features for Cisco Unified Intelligence Center Release 11.0(1).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
41
Cisco Unified Intelligence Center
Important Notes
Important Notes
VMware Tools Refresh
The VMware tools command utils vmtools upgrade is replaced with utils vmtools refresh.
To know more about the command syntax, see Command Line Interface in the Administration Console User
Guide for Cisco Unified Intelligence Center.
Encryption of Self-Signed Certificates
Automatically generated self-signed certificates currently use SHA-1 encryption, which is deprecated.
Instead, use the platform administration tools to create self-signed certificates with SHA256 encryption. You
can access the tools by selecting OS Administration > Security > Certificate Management.
Load Balance
A Unified Intelligence Center deployment with an optional Cisco Application Control Engine (ACE) load
balancer is not supported. System administrators now have the server load balancing option when Unified
Intelligence Center experiences heavy reporting load. For more information see, the Administration Console
User Guide for Cisco Unified Intelligence Center.
Recovery Disk
The server recovery instructions are explained in the Installation and Upgrade Guide for Cisco Unified
Intelligence Center under the chapter Frequently Asked Questions. The instructions provide are not updated
and a document defect is opened https://tools.cisco.com/bugsearch/bug/CSCuv67000 to address this.
Unsupported and Removed Features
There are no unsupported or removed features for Cisco Unified Intelligence Center Release 11.0(1).
Third-Party Software Impacts
There are no third-party software impacts on Cisco Unified Intelligence Center Release 11.0(1).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
42
CHAPTER
6
Cisco Unified Contact Center Management Portal
• New and Updated Features, page 43
• Third-party Software Impacts, page 45
New and Updated Features
New Features
The following sections describe new features for Unified CCMP Release 11.0(1).
Platform Upgrade
This release of CCMP requires Windows Server 2012 R2 and SQL Server 2014, 64 Bit, Service Pack 1. Before
installing Unified CCMP 11.0, you must completely rebuild your servers. In-situ upgrades are not supported.
For more information, see the Installation and Configuration Guide for Cisco Unified Contact Center
Management Portal at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-management-portal/products-installation-guides-list.html.
Web Services Support
Unified CCMP 11.0(1) provides the following Web Service APIs for use by third-party client applications:
Resource Management Web Service APIs
The API enables client applications to invoke provisioning operations on the underlying equipment
and to create system resources.
Subscriptions APIs
The API enables client applications to receive notifications when specified Unified CCE items change
state.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
43
Cisco Unified Contact Center Management Portal
Updated Features
For more information about the web services, see the Web Services Reference for Cisco Unified Contact
Center Management Portal.
IPv6 Support
Unified CCMP 11.0(1) uses IPv6 addressing for handling web traffic. Configure your system infrastructure
and domain controller to handle IPv6 addressing.
Supported Versions of Cisco Unified Communications Products
This version of Unified CCMP supports the following versions of the Cisco Unified Communications products:
• Unified CCE 10.0, 10.5, and 11.0
• Unified CM 10.0, 10.5, and 11.0
• Unified CVP 10.0, 10.5, and 11.0.
Updated Features
There are no updated features for Unified CCMP Release 11.0(1).
Deprecated Features
There are no updated features for Unified CCMP Release 11.0(1).
Important Notes
The following sections detail important notes for Unified CCMP Release 11.0(1).
ICE Errors After an Upgrade
When you first open ICE after an upgrade to Unified CCMP 11.0, the following error message might appear
for one or more types:
Type Mappings Missing
Follow this procedure to fix the errors:
1 In ICE, select the Cluster Configuration tool.
2 Launch the Setup UCCMP Servers wizard.
3 Click Next repeatedly to work through the steps in the wizard without changing any of the settings.
4 When the wizard completes, you have cleared the errors.
5 Save your changes.
These errors are a known issue (VIM-7403) and will be fixed in a future release.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
44
Cisco Unified Contact Center Management Portal
Removed and Unsupported Features
Removed and Unsupported Features
There are no updated features for Unified CCMP Release 11.0(1).
Third-party Software Impacts
There are no updated features for Unified CCMP Release 11.0(1).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
45
Cisco Unified Contact Center Management Portal
Third-party Software Impacts
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
46
CHAPTER
7
Cisco MediaSense
• New and Updated Features, page 47
• Third-Party Software Impacts, page 49
New and Updated Features
New Features
In-Browser Playback
In addition to Java media player, you can play back an audio recording using the HTML5 playback feature
of the browser. While using in-browser playback, you do not need to download the recording. To enable
in-browser player, configure the settings in the Search and Play Configuration window of Cisco MediaSense
Administration. In MediaSense Search and Play, an in-browser player appears at the bottom of the recording
selected for playback and displays its progress.
For more information, see the "In-Browser Playback" section of the Cisco MediaSense User Guide at http://
www.cisco.com/c/en/us/support/customer-collaboration/mediasense/products-user-guide-list.html .
Finesse AgentInfo Gadget
Finesse AgentInfo gadget is present on the Finesse Agent desktop to convey agent information from Finesse
to MediaSense. When an agent signs in to the desktop, the gadget automatically signs in to MediaSense server
and provides agent information. The agent information includes login ID, login extension, first name, and last
name. It also keeps a track of the agent signs in and out time.
For more information, see the "Finesse AgentInfo Gadget" section in the Cisco MediaSense User Guide at
http://www.cisco.com/c/en/us/support/customer-collaboration/mediasense/products-user-guide-list.html .
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
47
Cisco MediaSense
Updated Features
Agent Information in MediaSense Search and Play
In MediaSense Search and Play, you can search for recordings based on agent information and view agent
information in the search results. The agent information includes login ID, login name, first name, and last
name. To customize the display of agent information parameters in Search and Play, select or deselect the
parameters in the Search and Play Configuration window of Cisco MediaSense Administration.
For more information, see the "Search for, Play, or Download a Recorded Call" and "Search and Play
Configuration" sections of the Cisco MediaSense User Guide at http://www.cisco.com/c/en/us/support/
customer-collaboration/mediasense/products-user-guide-list.html .
Unified Communications Manager Line Display Name in MediaSense Search and Play
In MediaSense Search and Play, enter Unified Communications Manager Line Display name in the Line
Name text box to search for a recording. You can also view the Unified Communications Manager Line
Display Name as Line Name if it is configured in Unified Communications Manager.
To enable Line Name as search option and view it in the search results, check the Show Line Display Name
check box in Search and Play Configuration window in MediaSense Administration. For more information,
see "Search and Play Configuration" section of the Cisco MediaSense User Guide at http://www.cisco.com/
c/en/us/support/customer-collaboration/mediasense/products-user-guide-list.html .
Call Association for Network-Based Recording and Unified Border Element Dial Peer Recording
MediaSense groups strongly associated calls which have at least one common xRefCi value in case of sessions
recorded through Unified Communications Manager, and at least one common CCID value in case of sessions
recorded through Unified Border Element. MediaSense 11.0(1) supports call association for Unified
Communications Manager network-based recordings and Unified Border Element dial peer recordings.
Search on Archived Recordings
You can search archived recordings in MediaSense Search and Play using the Archive Calls tab. Use the
Session ID, participant ID, and date range to search the archived recordings. To enable archived recordings
search, check the Enable Search on Archived Recordings check box in the MediaSense Archive
Configuration window of Cisco MediaSense Administration.
For more information, see the "Archival" section of the Cisco MediaSense User Guide at http://www.cisco.com/
c/en/us/support/customer-collaboration/mediasense/products-user-guide-list.html .
Updated Features
There are no updated features for MediaSense 11.0(1).
Deprecated Features
Cisco Finesse
MediaSense 11.0(1) supports Finesse 11.0; earlier versions are not supported any longer.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
48
Cisco MediaSense
Important Notes
Cisco Unified Communications Manager AXL Authentication 8.x
MediaSense 11.0(1) no longer supports Cisco Unified Communications Manager AXL Authentication 8.x.
Important Notes
There are no important notes for MediaSense 11.0(1).
Removed and Unsupported Features
There are no removed and unsupported features for MediaSense 11.0(1).
Third-Party Software Impacts
For information on third-party software, see the Compatibility Matrix for Cisco MediaSense available at http:/
/docwiki.cisco.com/wiki/Cisco_MediaSense_Compatibility_Matrix.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
49
Cisco MediaSense
Third-Party Software Impacts
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
50
CHAPTER
8
Cisco Remote Silent Monitoring
• New and Updated Features, page 51
• Third-Party Software Impacts, page 56
New and Updated Features
The following sections describe new and updated features for Cisco Remote Silent Monitoring, Release
11.0(1).
New Features
The following sections describe new features for Cisco Remote Silent Monitoring, Release 11.0(1).
Platform Upgrade to Windows 2012 R2 Standard Edition
RSM 11.0(1) requires Windows 2012 R2 Standard Edition. The Windows OS requirements and the VMware
requirements are as follows:
• VMWare ESXi 5.5
• Two virtual CPU cores with 2.13-GHz Reservation
• 4-GB virtual RAM
• One 75 GB virtual Disk
• One virtual NIC with both IPv4 and IPv6 enabled
• Windows 2012 R2 Standard Edition
Note
Support for Windows 2008 R2 is deprecated with the RSM 11.0(1) version.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Remote Silent Monitoring
Updated Features
Support for IPv6 Endpoints
In addition to IPv4 only endpoints, RSM 11.0 also supports IPv6 only or dual stack (IPv4 and IPv6) endpoints.
Precision Queue (PQ) Based Monitoring in RSM APIs
Updated Features
There are no updated features for Cisco Remote Silent Monitoring, Release 11.0(1).
Deprecated Features
There are no deprecated features for Cisco Remote Silent Monitoring, Release 11.0(1).
Important Notes
The following sections are important notes for Cisco Remote Silent Monitoring, Release 11.0(1).
Supported Base Install Versions
This release was tested for compatibility with the following base releases: Cisco RSM 1.0(1), 1.0(2), 1.0(2)
ES1, 1.0(2) ES2, 1.0(2) ES3, 1.0(2) ES4, 1.0(2) ES5, 8.0(1), 8.5(1), 8.5(2), 9.0(1), 9.1(1), 10.0(1), 10.0(1)
ESI, and 11.0(1).
Caution
When you update from a previous version of RSM, the VLEngine and PhoneSim services stop during
installation. The services restart when the installation is complete. Thus, all monitoring sessions terminate
during upgrade. No new sessions can start until the installation is complete.
Caution
This release includes an updated CVP call flow script. Deploy this updated script on the VXML server to
resolve some defects mentioned in this release. Any previous RSM CVP call flow script changes are lost.
Add the script changes to the new script.
Anti-Virus Software Requirements
RSM requires the use of one of the following Cisco-approved anti-virus software:
• Trend Micro ServerProtect 5.7
• McAfee VirusScan Enterprise 8.7i
• Symantec Endpoint Protection 11.0
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
52
Cisco Remote Silent Monitoring
Important Notes
Refer to Chapter 2, "Cisco Hardware and Software Requirements", of the Cisco Remote Silent Monitoring
Installation and Administration Guide for BOM information.
RSM CVP Comprehensive Call Flow Script Support
RSM 9.1(1) and above uses RTSP in CVP call flow script. You can set up the RSM CVP Script using RTSP
in either Standalone or Comprehensive mode. The Comprehensive Call Flow setup using UCCE/ICM requires
an IOS version that resolves a media loop issue in VXML Gateway. (Refer to related defect, CSCul89581.)
Maximum Configured Agents with CTI OS Integration
For Unified CCE, RSM can support a Java CIL-based, CTI OS integration with up to 8,000 configured agents
on each PG. If the number of configured agents on a PG exceeds 8,000, the RSM VLengine service fails to
stay connected with the CTI OS Server. To overcome this CTI OS limitation, use a Unified CCE CTI integration
in RSM 10.0(1).
Monitor Delay with HTTP Prompt Streaming in Unified IP IVR
A monitoring delay of three to four seconds exists in the IP IVR call flow script, due to HTTP-based prompt
streaming in Unified IP IVR.
Cannot Monitor Agent Greeting or Whisper Announcement
RSM does not support monitoring the Agent Greeting or Whisper announcement portion of a call. RSM can
establish a monitoring (BIB) call only after receiving a Call Established event, which comes after the initial
Agent Greeting and Whisper announcements.
Cannot Monitor Simphones from Supervisor Desktop
Currently, you cannot monitor RSM simulated supervisor phones (that is, simphones) from a Cisco Supervisor
Desktop (CSD). The simphones are purposefully added to the Communications Manager platform with their
BIB (built-in-bridge) disabled.
Fail-Over Redundancy and Load Balancing with CVP
Currently, RSM does not support load balancing and clustering if CVP is used as a VRU.
For this purpose, load balancing means the association of multiple RSM servers so that the incoming request
load is distributed among them. By contrast, fail-over redundancy means the association of RSM servers so
that if one fails, the others act in its place.
Mobile Agent Not Supported
RSM uses the Unified Communications Manager (Unified CM) monitoring mechanism, which currently does
not support Cisco Mobile Agent monitoring. Therefore, RSM does not support monitoring Mobile Agents.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
53
Cisco Remote Silent Monitoring
Important Notes
HTTPS Not Supported with Unified IP IVR
Currently, Unified IP IVR supports only HTTP communication with the RSM server. TLS HTTPS is not
supported.
Multiple Unified CM Clusters Must Use Same Version
If you configure a single RSM server to use Unified CM multiple clusters, each cluster’s constituent servers
must run the same version of Unified CM. Because of JTAPI libraries between versions, attaching to multiple
clusters running different versions of Unified CM is not supported.
Supported IP Phones with Unified CCE
Agents must use a third-generation or later Unified CCE-supported IP phone with RSM. (Unified CCE does
not support Personal Communicator.) Supported phones include: 7906G, 7911G, 7921G (Aug 08 upd), 7925G,
7931G, 7941G-GE, 7942G, 7945G, 7961G-GE, 7962G, 7965G, 7970G, 7971G-GE, 7975G, 6900, and IP
Communicator 7.0(1) and later.
Unsupported phones include: 7910, 7912, 7940, and 7960.
All new phones are supported. For phone support information, see the Unified CCE Solution Compatibility
Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE.
Cannot Monitor Encrypted Calls
RSM does not allow for the monitoring of encrypted calls.
Transfers and Alternate Call Monitoring
Transfers and alternate calls require manual intervention to continue monitoring. RSM does not do this switch
automatically. When an agent starts a consult call, RSM stops monitoring the customer call, which is now on
hold, and starts monitoring the consult call, if desired. When the agent transfers the call to another agent, the
RSM monitoring session is terminated.
Agent Monitoring When Not Talking or on Hold
If the agent puts a call on hold while a supervisor is monitoring, the monitoring session is kept alive during
the hold period. If the supervisor exits out of the monitoring session by pressing * or 1 for information or
instructions, then they cannot resume monitoring. This situation is due to BIB functionality, where you can
only establish a monitoring call when the agent is in a talking state. You can only monitor an agent with RSM
when they are talking on a call. You cannot monitor the agent while on hold or not on a call. Calls on hold
before the supervisor begins a monitoring session are not included for monitoring. The VLEngine filters these
calls from being monitored by any of the IVR options (for instance, agentid, skill group, newest call, random
call, or list of talking agents).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Remote Silent Monitoring
Important Notes
Monitoring Sessions for Each Agent
If a dialed-in supervisor attempts to monitor an agent who is at the monitoring call limit, the request is denied.
An audio prompt feedback from the system states that the agent cannot be monitored. Unified CM provides
for one active monitoring session for each agent. The agent's phone can handle only one active monitoring
session and one active recording session at any given time. If a third-party recorder is recording the agent's
conversations, a supervisor can still monitor the agent through the supervisor desktop or RSM. However, if
a RSM-based supervisor and a supervisor desktop-based supervisor both try to monitor the agent simultaneously,
the request fails. RSM sets up only one monitoring session through Unified CM for an agent, even if two or
more RSM users request to monitor the agent's call at the same time. In this case, RSM forks the stream to
cover all RSM users, so that more than two RSM-based supervisors can monitor the same agent. However,
if there are multiple RSM servers in the environment that monitor the same agent, each server makes a separate
monitoring call to that agent.
Bandwidth Requirements
The agent IP phone must have sufficient bandwidth available to the RSM server for the monitoring voice
stream and the regular voice streams for the call. This requirement is important for employees who work
remotely and in small branches on limited bandwidth. Regular Call Admission Control (CAC) and bandwidth
calculations are applicable for monitoring calls.
G.711 a-law, G.711 mu-law, and G.729 are the supported codecs for monitoring calls between agent IP phone
and RSM server (phonesim). Use the Cisco TAC Voice Bandwidth Codec Calculator for extra bandwidth
capacity planning at http://tools.cisco.com/support/vbc/jsp/codec_calc1.jsp.
VLEngine and Email Alerts
Currently, the VLEngine service does not support the sending of email alerts in error situations.
Same RSM Server Cannot Support Both CVP and Unified IP IVR
RSM 9.1 release and above do not support both CVP and Unified IP IVR accessing the same RSM server.
This restriction is because Unified IP IVR only supports HTTP prompt streaming and the CVP call flow script
supports RTSP streaming.
Cannot Monitor Calls Before VLEngine Service Starts
RSM does not support monitoring calls that are established before the RSM VLEngine service starts. RSM
can only monitor calls that start after the VLEngine starts up.
Maximum IP IVR Execution Steps
For information on modifying the Max Number of Executed Steps parameter, refer to the Cisco IP IVR/CRS
5.0/7.0/8.0 Administration Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-ip-interactive-voice-response-ivr/products-installation-and-configuration-guides-list.html. Unified IP
IVR can execute up to 25,000 steps in a script session. The Max Number of Executed Steps parameter
configures this setting, and has a default setting of 1,000 steps. RSM can reliably monitor up to ten agents
consecutively before the 1,000 steps limit is reached. At that point, a system error message is displayed and
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Remote Silent Monitoring
Removed and Unsupported Features
Unified IP IVR abruptly closes. To enable the monitoring of multiple agents in one session, modify the Max
Number of Executed Steps parameter in Unified IP IVR to 25,000. (At this value, you can monitor at least
40 agents consecutively, with calls up to 600 seconds long, and at least one hold event per call.)
Installation Notes
See the Cisco Remote Silent Monitoring Installation and Administration Guide for instructions on how to
plan, deploy, and integrate RSM into your Cisco environment. This guide also provides important preinstallation
tasks that must be considered, including:
• Provisioning the base operating system
• Enabling Unified CM services
• Configuring simulated phones
• Associating simphones with the system pguser
• Adding an RSM application user
• Creating a supervisor sign-in account
• Installing the JTAPI client libraries required to run RSM
Note
Caution
You need administration access for both Unified CM and the Administration and Data Server (ADS) to
perform many of the preinstallation and installation tasks.
This release includes an updated CVP call flow script. Deploy this updated script on the VXML server to
resolve some defects mentioned in this release. Any previous RSM CVP call flow script changes are lost.
Add the script changes to the new script.
Removed and Unsupported Features
There are no removed or unsupported features for Cisco Remote Silent Monitoring, Release 11.0(1).
Third-Party Software Impacts
There are no third-party software impacts for Cisco Remote Silent Monitoring, Release 11.0(1).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
56
CHAPTER
9
Cisco SocialMiner
• New and Updated Features, page 57
• Deprecated Features, page 57
• Important Notes, page 58
• Removed and Unsupported Features, page 58
• Third-Party Software Impacts, page 58
New and Updated Features
New Features
The following sections describe new features for Cisco SocialMiner Release 11.0(1).
Account Locked After Five Failed Sign In Attempts
If an administrator tries to sign in to the SocialMiner administration console with the wrong credentials five
times in a row, SocialMiner blocks access to that user account for a period up to 30 minutes.
For security reasons, SocialMiner does not alert the user that the account is locked. The administrator must
wait for 30 minutes and try again.
This feature also applies to all authenticated REST APIs of SocialMiner.
Updated Features
There are no updated features for SocialMiner 11.0(1).
Deprecated Features
This release has no deprecated features.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
57
Cisco SocialMiner
Important Notes
Important Notes
SocialMiner OVA Template
Use the OVA template Cisco_SocialMiner_v11.0_VMv8.ova for the fresh installation of SocialMiner Release
11.0(1).
You can obtain the Virtual Server Template (OVA) file needed to create a Virtual Machine from https://
software.cisco.com/download/type.html?mdfid=283613136&flowid=73189 .
The Cisco SocialMiner 11.0(1) Virtual Server Template (OVA) defines a virtual machine configuration that
is supported in the SocialMiner 11.0(1) release. This OVA contains all supported virtual machine configurations
of this release.
Upgrade to SocialMiner 11.0(1)
For upgrades from SocialMiner 10.x to SocialMiner 11.x, apply the corresponding COP file from the Command
Line Interface (CLI) and modify the SocialMiner Virtual Machine's operating system version, total video
memory, and network adapter type parameters before beginning the upgrade process.
Note
If you are on version 10.x, perform upgrade directly to 11.0(1).
If you are on a version lower than 10.0(1), upgrade to 10.x and then upgrade to 11.0(1).
For information about SocialMiner Upgrade, see the section Upgrade SocialMiner in SocialMiner Installation
and Upgrade Guide, Release 11.0(1) at http://www.cisco.com/c/en/us/support/customer-collaboration/
socialminer/tsd-products-support-series-home.html.
Encryption of Self-signed Certificates
Encryption of Self-Signed Certificates
Automatically generated self-signed certificates currently use SHA-1 encryption, which is deprecated.
Instead, use the platform administration tools to create self-signed certificates with SHA256 encryption. You
can access the tools by selecting OS Administration > Security > Certificate Management.
Removed and Unsupported Features
From this release, Cisco Security Agent (CSA) is removed.
Third-Party Software Impacts
This release has no third-party software impacts.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
58
CHAPTER
10
Cisco Unified Web and E-Mail Interaction
Manager
• Change History, page 59
• New and Updated Features, page 59
• Third-Party Software Impacts, page 65
Change History
Release
Updates
Date
11.0(1)
Updated Upgrades to Release December 2016
11.0(1) to add 9.0(2) ES9.
11.0(1)
Details related to upgrading
to Release 11.0(1) from
Release 9.
June 2016
11.0(1)
Initial release.
August 2015
New and Updated Features
New Features
The following sections describe new features for Unified WIM and EIM Release 11.0(1).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
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Cisco Unified Web and E-Mail Interaction Manager
New Features
Agent Experience
Pick, Pull, and Transfer
With this release, agents can share work directly with other agents. Specifically, integrated agents can pick
and pull activities from, and transfer activities to other integrated agents and queues. For details, see the Agent’s
Guide.
Agents can transfer chats to other departments.
Support for Multiple Peripherals
Agents belonging to multiple peripherals can now sign in to the application. However, the application only
allows agents to sign in to one peripheral at a time.
Administration
General
Release 11.0 adds these new general administration features:
• More attributes are available out of the box for call variables. The available attributes are:
contact_point_data, delay_time_in_min, subject, is_escalated, conference_flag, case_type,
last_action_reason, queue_id, description, assigned_to, user_last_worked, due_date, when_modified,
when_created, activity_priority, customer_phone_no, activity_id, customer_name, cmb_param
• Administrators can now see an audit trail of changes made to a workflow. The username and a date
stamp are captured as part of the audit.
• Administrators now have greater control over session time-out settings. Administrators can specify the
time interval after which an inactive session is locked or automatically deleted to be as little as five
minutes. This value was 30 minutes in previous releases.
User Roles and Permissions
User roles templates are now available for easy management of user roles. Out-of-the-box role templates
allow administrators to easily recreate standard user roles, or restore any user role back to its original state.
You can configure and assign permissions to view, edit, and work with KB folders, reports, and data adapter
links at the user, user group, and individual object level.
Activity Routing and Assignment
The Queue Properties section has new channel-specific tabs for ease of administration.
Two department level settings now control personalized activity assignment for foreign users and forwarded
activities. These new settings are Enable Personalized Activity Assignment for Forwarded Emails and
Enable Personalized Activity Assignment for Foreign Users.
You can now queue chat by default while agents are servicing other chats.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
60
Cisco Unified Web and E-Mail Interaction Manager
New Features
You can enable a new setting, Service Email and Chat Activities at the Same Time. This setting enables
agents to service activities from different channels at the same time. Agents can work on and complete existing
email activities while servicing a chat customer. They do not receive new emails while the chat is in progress.
A new setting, NIPTA_Routing_Enabled, enables the system to requeue activities if Unified CCE is unable
to route activities with the first attempt.
When multiple queues map to the same MRD, the concurrent task limit now shows the highest value for a
given agent.
New Partition Settings
You can now edit the following partition settings from the Administration Console. For details about each
setting, see the Administrators Guide to Administration Console.
Knowledge
KB approval process settings
Send suggestions to remote authoring server
Remote authoring server user ID
Remote authoring server exception folder ID
Remote authoring server department ID
Chat
Make agent unavailable on auto-pushbacks of chats
Mail
Socket timeout for Retriever (seconds)
Socket timeout for Dispatcher (minutes)
Chat
A new setting, Enable auto-pushback of chats, is introduced to enable and disable chat autopushback.
Mail
Set the maximum allowed size for the email body and the entire email for both inbound and outbound emails.
You can set these values using the following settings:
• Maximum Email Size for Retriever (MB)
• Maximum Body Size for Retriever (KB)
• Maximum Email Size for Dispatcher (MB)
• Maximum Body Size for Dispatcher (KB)
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
61
Cisco Unified Web and E-Mail Interaction Manager
Updated Features
Knowledge
Knowledge Workflows
Knowledge workflows enable businesses to implement best practice business processes for content creation
and maintenance. It also allows businesses to enforce governance rules. A KB manager can define a set of
stages through which an article must be moved before it can be published. For each stage in the workflow,
the KB manager can specify authorized users or user groups who can process the article and move it to the
next stage. For details, see the Author’s Guide to Knowledge Base.
Article Types and Templates
KB managers can now create article types from the KB Console. They can also create multiple templates for
each article type. Templates act as a starting point for authors for the specific article type.
Offers
You can now deploy offers on single-page AJAX-based websites.
Offer managers can now upload new offer templates, publish templates for use in offers, and archive templates
that are no longer needed. There are new out-of-the-box templates available for use with offers.
Offer managers can configure whether customers who accept a chat offer are placed in front of the chat queue.
This feature is applicable only for offers using the chat entry points of standalone chats.
Reports
A new report for chat surveys is now available from the Reports Console.
Column definitions for each out of the box report are now included on the last page of the report itself. This
usability improvement ensures that all viewers of the report have access to the descriptions in the context of
the report output.
Security
Administrators can configure the application to mask sensitive data in incoming and outgoing emails and
chats. Out of the box, the system provides patterns to mask five common patterns including credit card numbers
and social security numbers. Administrators can add more patterns. Administrators can also validate any
pattern used to mask sensitive data.
This release hardens Web and Application server configuration to suppress sensitive information, such as
web server version and detailed application error traces in responses. The release disables by default the HTTP
verb TRACE on the web server. Also, the web server only responds to incoming requests for the white listed
application URLs. This change prevents malicious users from downloading log files, license files, and other
jar files over HTTP.
Updated Features
The following sections describe updated features for Unified WIM and EIM Release 11.0(1).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
62
Cisco Unified Web and E-Mail Interaction Manager
Updated Features
Customer Experience
In this release, we focused on making the Chat, Callback, and Delayed Callback Customer Consoles accessible
to visually impaired users and users who cannot use a mouse. The Customer Consoles are also now accessible
to those users. The console works with JAWS Screen Reader and in Windows high-contrast modes. In addition,
all controls are now accessible through the keyboard.
User Experience
JRE-Free Refreshed Interface
Java applets are removed from most of the product, and JRE is no longer required for signing in or completing
most tasks. The only exception is configuring workflows in the Administration Console.
All user consoles have a refreshed user interface.
Accessible Agent Console
The Agent Console is now certified to work with JAWS Screen Reader. It is compatible with Windows high
contrast modes. All controls within the console are accessible through the keyboard. In addition to enabling
the use of the Tab key, 66 keyboard shortcuts have been provided to cover the most common agent tasks.
Support for Updated Software on User Desktops
Unified WIM and EIM Release 11.0 supports the following updated software versions:
• Internet Explorer 11 (Compatibility mode)
• Oracle JRE 1.7 Update 71 or higher (for workflow administration and knowledge console dashboard
only)
Platform
Installation Program
For enhanced security, you can now install the web server component without requiring a connection to any
other component in the deployment.
Upgrades to Release 11.0(1)
The Unified EIM & WIM Release 9 installation must be on one of the following versions for you to be able
to upgrade to Unified EIM & WIM 11.0(1):
• 9.0(1): ES1 to ES3
• 9.0(2): ES1 to ES8
• 9.0(2): ES9
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
63
Cisco Unified Web and E-Mail Interaction Manager
Updated Features
Note
To upgrade from ES9 you must have the latest media from Cisco.
Please contact your Cisco representative for additional information.
Updated Server Requirements
This release requires newer versions of software to deploy Unified WIM and EIM. For the complete set, see
Hardware and Software System Requirements:
• JBoss 7.2
• Windows Server 2012 R2
• Microsoft IIS 8.5
• Microsoft SQL Server 2012
• JDK 7, Update 71 or higher, 64 bit
Updated User Desktop Requirements
Unified WIM and EIM Release 11.0 requires 2 GB of dedicated RAM on all user desktops. In previous
releases, the application required only 512 MB.
Citrix Certification
Unified WIM and EIM are now certified on Citrix XenApp version 7.6. To access the application from a
Citrix environment, launch the Unified WIM and EIM URL from one of supported browser versions. A list
of the supported browser versions is available in Hardware and Software System Requirements.
Using the application with the Jaws screen reader is not certified on Citrix. Users can access the application
URL directly to use the screen reader.
Deployment
Integration Wizard
The Integration Wizard imports the media routing domains, agents, and skill groups information from the
Unified CCE database to the Unified EIM and WIM database.
With this release, you can run the integration wizard more than once for each department in the application.
Serviceability and Performance
The CheckIt utility which takes a snapshot of the current configuration can now be run from the Tools Console.
You can now configure advanced logging features like filtering based on users, IPs, and so on, from the System
Console.
The caching framework is improved to make it quicker, more resilient, and more reliable.
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
64
Cisco Unified Web and E-Mail Interaction Manager
Deprecated Features
Deprecated Features
The are no deprecated features for Unified WIM and EIM Release 11.0(1).
Important Notes
There are no important notes for Unified WIM and EIM Release 11.0(1).
Removed and Unsupported Features
There are no removed and unsupported features for Unified WIM and EIM Release 11.0(1).
Third-Party Software Impacts
There are no third-party software impacts for Unified WIM and EIM Release 11.0(1).
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
65
Cisco Unified Web and E-Mail Interaction Manager
Third-Party Software Impacts
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
66
CHAPTER
11
Caveats
• Caveat Queries by Product, page 67
Caveat Queries by Product
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 return or click Search.
To access a list of open caveats and resolved caveats (rather than an individual caveat) for a particular product
or component, see the relevant sections later in these notes.
You can also choose your own filters and criteria in the tool to see a specific subset of caveats, as described
in the following table.
If you choose this in Releases
And you choose this in Status A list of the following caveats appears
Affecting or Fixed in these
Releases
Open
Any caveat in an open state for the
release or releases you select.
Fixed in these Releases
Fixed
Any caveat in any release with the fix
applied to the specific release or
releases you select.
Affecting or Fixed in these
Releases
Fixed
Any caveat that is either fixed or occurs
in the specific release or releases you
select.
Affecting these Releases
Fixed
Any caveat that occurs in the release or
releases you select.
OR
Affecting these Releases
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
67
Caveats
Severity 3 or Higher Caveats for Release 11.0
Severity 3 or Higher Caveats for Release 11.0
Use the following links to the Bug Search Tool to view a list of Severity 3 or higher caveats for each product
or component for the current release. You can focus the result set by setting more filters in the tool.
Note
If the list of caveats does not automatically appear when you open the browser, refresh the browser.
Cisco Unified Contact Center Enterprise
https://tools.cisco.com/bugsearch/
search?kw=*&pf=prdNm&pfVal=268439622&rls=11.0(1)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV
Cisco Unified Intelligence Center
https://tools.cisco.com/bugsearch/
search?kw=*&pf=prdNm&pfVal=282163829&rls=11.0(1)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV
Cisco Unified Customer Voice Portal
https://tools.cisco.com/bugsearch/
search?kw=*&pf=prdNm&pfVal=270563413&rls=11.0(1)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV
Cisco Finesse
https://tools.cisco.com/bugsearch/
search?kw=*&pf=prdNm&pfVal=283613135&rls=11.0(1)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV
Cisco MediaSense
https://tools.cisco.com/bugsearch/
search?kw=*&pf=prdNm&pfVal=283613140&rls=11.0(1)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV
Cisco Remote Silent Monitoring
https://tools.cisco.com/bugsearch/
search?kw=*&pf=prdNm&pfVal=272901421&rls=11.0(1)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV
Cisco Social Miner
https://tools.cisco.com/bugsearch/
search?kw=*&pf=prdNm&pfVal=283613136&rls=11.0(1)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV
Cisco Unified Contact Center Management Portal
https://tools.cisco.com/bugsearch/
search?kw=*&pf=prdNm&pfVal=280810493&rls=11.0(1)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
68
Caveats
Severity 3 or Higher Caveats for Release 11.0
Cisco Unified Web and E-Mail Interaction Manager
https://tools.cisco.com/bugsearch/
search?kw=*&pf=prdNm&pfVal=280970910&rls=11.0(1)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
69
Caveats
Severity 3 or Higher Caveats for Release 11.0
Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1)
70