Release Notes for Cisco Unified Contact Center Enterprise & Hosted
Release 10.5(1)
First Published: June 18, 2014
Last Modified: March 07, 2016
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CONTENTS
CHAPTER 1
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1) 1
Change History 1
Introduction to Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1) 1
New and Updated Features 2
New Features 2
Remote Expert Mobile 2
Supervisor Access to Unified CCE Administration Tools 2
Dynamic Selection of Precision Queue in IF Node 3
Cisco Unified Contact Center Management Portal Enhancements 4
Support for Active Directory Windows Server 2012 4
Required Microsoft Hotfix for AD 2012 5
Support for 64-bit SNMP Extension Agents 5
Update in Number of Syslog Destinations 5
Administration Client Support 5
SNMP and Syslog Configuration Through REST APIs 5
Updated Features 6
Precision Routing Improvements 6
Precision Queue Limit Enhancements 6
Usability Change to the Precision Queue Node in the Internet Script Editor 6
Precision Queue Configuration Updates Management 6
Wait Option for Router in Precision Queue Properties 6
Database Changes 7
Agent_Skill_Group_Real_Time View 7
Agent_Precision_Q_Real_Time Table 7
New Parameter for the show tech-support Command 7
Automatic Update Statistics Turned Off for the AW Database 7
SIP Dialer Enhancements 7
Mobile Agent with Agent Greeting 8
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
iii
Contents
Unified CCE Data Collector Set Template 8
OVA Template Changes Since Release 10.0(x) 8
Large Generic and Small Generic PG Options 8
Deprecated Features 9
Removed and Unsupported Features 10
Third-party Software Impacts 10
OpenSSL Heartbleed and Unified CCE Solutions 10
Caveats 11
Bug Search Tool 11
Open Caveats 11
Resolved Caveats 11
Documentation Changes 15
Related Documentation 15
Documentation Feedback 16
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
iv
CHAPTER
1
Release Notes for Cisco Unified Contact Center
Enterprise & Hosted Release 10.5(1)
• Change History, page 1
• Introduction to Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1), page 1
• New and Updated Features, page 2
• Third-party Software Impacts, page 10
• Caveats, page 11
• Documentation Changes, page 15
Change History
This table lists changes made to this guide. The newest changes are at the top of the table.
Changes
Date
Added Cisco Agent Desktop and Cisco Supervisor
Desktop to the Deprecated Features table
March 2016
Added Remote Expert Mobile
June 2015
Initial release of document for 10.5(1).
Introduction to Cisco Unified Contact Center Enterprise & Hosted
Release 10.5(1)
These release notes describe new features and changes for Release 10.5(1) of Unified Contact Center Enterprise
& Hosted (Unified CCE) software.
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
1
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
New and Updated Features
New and Updated Features
New Features
The following sections describe new features that are pertinent to Unified CCE Release 10.5(1).
Remote Expert Mobile
Callers outside the enterprise's network engage in web-based video chats or expert assist sessions with agents.
Unregistered callers can make calls using standard browsers on PC or Mac computers, or tablets and
smartphones. Remote Expert Application Server and Media Broker components provide expert assist
functionality, including co-browsing and screen sharing, remote control, annotation, content and URL push,
and assisted form completion.
For all information about the Remote Expert Mobile deployment, see Cisco Contact Center Solutions and
Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile, available at http:/
/www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-mobile/
tsd-products-support-series-home.html.
Supervisor Access to Unified CCE Administration Tools
Supervisors can use Unified CCE Administration to manage skill group membership, attributes, and passwords
for the agents whom they supervise. In Unified CCE Administration tools, supervisors can see the skill groups
and teams that are configured on their peripherals.
Note
The Unified CCE Administration web tool assumes that you are connecting with the primary AW. If you
connect with the secondary AW, you see errors when saving configuration changes.
Note
The Agent Re-skilling Tool in Unified CCE Web Administration is intended to replace the Cisco Agent
Re-skilling Web Tool, which is deprecated in Release 10.5.
Supervisors can access tools on the Manage menu, as follows:
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
2
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
New Features
Tool
Permissions
Agents
On the Agent List window, supervisors can see and edit settings for the agents
that they supervise.
• General tab: Supervisors can edit the agent's password. Other fields are
read-only.
• Attributes tab: Supervisors can add, modify, and remove attributes for
agents on teams they supervise.
• Skill Groups tab: Supervisors can add and remove the agent's membership
in skill groups and can change the agent's default skill group.
• Supervisor tab: Read-only for supervisors.
Supervisors can also change skill group assignments for up to 50 agents at once
by selecting the agents on the Agent List window, and then clicking Edit >
Skill Groups.
Note
If a supervisor attempts to make numerous membership changes at
once (in excess of 3500 in a single save), the system alerts the
supervisor of attempting too many changes in a single operation.
Attributes
Read-only.
Precision Queues
Read-only.
Skill Groups
On the Skill Group List window, supervisors can see and edit membership for
skill groups. Supervisors cannot add or delete skill groups.
• General tab: Fields are read-only.
• Members tab: Supervisors can add and remove skill groups for agents
that they supervise.
Teams
Read-only.
For more information, refer to the Administration Guide for Cisco Unified Contact Center Enterprise &
Hosted at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-maintenance-guides-list.html.
Dynamic Selection of Precision Queue in IF Node
The dynamic selection of a Precision Queue (PQ) in a formula is supported with the IF node. This feature is
implemented to check the real time statistics of the PQ, such as the number of available agents in a PQ before
entering that PQ.
You can pass the PQ name or ID dynamically while creating a formula in the IF node. Whenever a call
encounters the IF node after you create a formula, the router evaluates the formula based on the PQ name or
ID that is given in the peripheral or Extended Call Context (ECC) variable. For more information, refer to the
Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted at http://
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
3
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
New Features
www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-user-guide-list.html.
Cisco Unified Contact Center Management Portal Enhancements
Cisco Unified Contact Center Management Portal includes the following enhancements:
• Redesigned Tools Menu -- The Tools menu is redesigned to show a tiled overlay of all of the available
tools. Users can now access any tool from anywhere in the UI. The Tools menu is now available for
basic mode users and includes only the tools that users can access. In the previous release the Tools
menu drop-down list contained only the major tools. Therefore, users could only access the major tools
directly and use the home page to access other tools.
• Unified CVP Management -- For Unified CVP Release 10.0 and later, you can upload Unified CVP
interactive voice response (IVR) applications and media files to Unified CVP from within Unified
CCMP.
• Supervisor Column Added to Skill Group Manager -- Basic mode users can now easily see if an
agent that they reskill is a supervisor.
• Department ID Support -- This release supports Cisco Unified CCE 10.0(1) Departments. Users can
create, update, and delete departments.
• System Manager -- The System Manager interface changed. If you create or edit a resource associated
with both Unified Communications Manager and Unified CCE equipment and the login details differ,
a message is displayed so you can correct if necessary. In System Manager, the resources shown on the
various association tabs are now paged for efficiency (for example, when you associate Agents with
Agent Teams, or Dialed Numbers with Agent Desktops). You can customize the number of resources
shown on a page using Settings > User Settings > Data Paging Size.
• Simpler Creation of ISE-Enabled Users--- When you create users for Cisco Internet Script Editor
(ISE) you can now also enable the users. If you select the Enable ISE option, Unified CCMP automatically
verifies and configures the corresponding Unified CCE user.
• Unified CCE 10.5(1) Support--- Unified CCMP 10.5(1) supports Unified CCE 10.5(1).
Note
If you have a new installation of Unified CCMP 10.5(1) or upgrade from Unified CCMP 8.5(1) or earlier,
you must increase the database file group sizes to prevent importer errors. See the Install the Portal Database
section of the Installation and Configuration Guide for Unified CCMP at http://www.cisco.com/c/en/us/
support/customer-collaboration/unified-contact-center-management-portal/
tsd-products-support-series-home.html.
Support for Active Directory Windows Server 2012
Release 10.5(1) supports Active Directory on Windows Server 2012 R2 (64-bit). For details about Active
Directory support, see the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted at http:/
/www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-installation-guides-list.html.
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
4
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
New Features
Required Microsoft Hotfix for AD 2012
If you have computers that run Windows Server 2008 R2 in a domain environment and you use a domain
user account to log on to a Windows Server 2012-based domain controller, you cannot map the following
security identifiers (SIDS):
• S-1-18-1 Authentication authority asserted identity
• S-1-18-2 Service asserted identity
Some applications, such as the User Migration Tool, use these SIDs and may fail.
To resolve this issue, install the hotfix on the Windows Server 2008 R2-based computers in the domain. See
http://support.microsoft.com/kb/2830145/en-us.
Support for 64-bit SNMP Extension Agents
The Cisco SNMP Native Subagent Adapter is enhanced to support 64-bit Windows-style SNMP extension
agents in addition to the existing support for 32-bit extension agents (in WoW). This enhancement allows for
seamless integration of third-party 64-bit extension agents into the Cisco SNMP agent infrastructure.
Update in Number of Syslog Destinations
Prior to Release 10.5(1), Unified CCE supported only one syslog destination. In addition, a logger restart was
necessary for any syslog destinations configuration changes to take effect.
Starting in Release 10.5(1), Unified CCE supports up to five syslog destinations, and restarting the logger
every time you reconfigure the syslog destinations is no longer required. For more information, refer to the
Serviceability Best Practices 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.
Administration Client Support
The Unified CCE Administration client now supports:
• Enterprise and Professional editions of the Microsoft Windows 8.1 operating system
• Windows Server 2008 R2 starting Unified CCE release 10.5(2) ES 20. You need to download the latest
Unified CCE 10.5(1) Administration client installer from Cisco.com and install it along with the Unified
CCE 10.5(2) MR Patch.
SNMP and Syslog Configuration Through REST APIs
Unified CCE Release 10.5 allows the configuration of health monitoring interfaces on Unified CCE servers
via SNMP and Syslog by enhancing the Diagnostic Framework Service to accept REST API requests carrying
the SNMP/Syslog configuration. This is in addition to the existing method of configuring the same through
the MMC snap-in tool.
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
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Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Updated Features
For additional detail about SNMP/Syslog REST APIs, refer to the Serviceability Best Practices Guide for
Cisco ICM/Unified 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.
Updated Features
The following sections describe updated features pertinent to Unified CCE Release 10.5(1).
Precision Routing Improvements
Unified CCE Release 10.5(1) includes several improvements to the Precision Routing feature.
Precision Queue Limit Enhancements
This table lists the increased limits related to precision queues for Release 10.5(1).
Limit
Release 10.0(1)
Release 10.5(1)
Maximum attributes allowed for
each precision queue
5
10
Maximum precision queues on a
system
2,000
4,000
Maximum precision queue steps
on a system
5,000
10,000
Usability Change to the Precision Queue Node in the Internet Script Editor
To aid usability in the Internet Script Editor, the background color of the Precision Queue node is now the
same as the nodes for the other queues.
Precision Queue Configuration Updates Management
Mechanisms are in place to avoid system overload conditions when precision queue configurations are updated.
Updates are now throttled by the system to apply changed agent associations gradually as system resources
allow. Additionally, there is a maximum limit of five concurrent update operations allowed.
Wait Option for Router in Precision Queue Properties
A Wait if Agents Not Logged In option is introduced in the Precision Queue Properties dialog box.
When this check box is checked and the agents who are associated with a step are not logged in, the router
waits for the time that is configured for that step. When this check box is not checked, the router does not
wait on any step. However, on the last step, the router waits until the MRD timeout for voice.
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
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Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Updated Features
For more information, refer to the Administration Guide for Cisco Unified Contact Center Enterprise &
Hosted at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-maintenance-guides-list.html.
Database Changes
Agent_Skill_Group_Real_Time View
The FutureUseInt[1-5] fields of the Agent_Skill_Group_Real_Time table are now assigned to store attributes
6 to 10 for the precision queue. The database view shows these fields as Attribute[6-10].
Agent_Precision_Q_Real_Time Table
The Agent_Precision_Q_Real_Time table is no longer available for use in the database schema. The table is
not populated.
New Parameter for the show tech-support Command
The show tech-support command is enhanced with the new brief parameter.
You can use this parameter to prevent the show tech-support command from collecting certain default logs.
In Unified CCE, use the brief parameter to avoid collecting OPC and VRU capture files by default.
In other products, this option has no effect. If you use the parameter with the show tech-support command,
the command behaves normally.
For more information, refer to the Serviceability Best Practices Guide for Cisco ICM/Unified 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.
Automatic Update Statistics Turned Off for the AW Database
When you upgrade or perform a fresh installation, the installer turns off the automatic update statistics property
for the AW database. The turning off of the property is intended to improve database performance, such as
when Cisco Unified Intelligence Center (CUIC) or a third-party software is retrieving the data from real time
tables of the AW database.
SIP Dialer Enhancements
For RFC-compliance, the following enhancements are included in this release:
• It is no longer mandatory for the gateway to send a provisional response to an INVITE message.
• The SIP dialer now manages an Early Update message that originates from the gateway. An Early Update
message should have Session Description Protocol (SDP) information. When the SIP dialer receives an
Early Update message, it responds with a 200 OK message and stores the latest SDP contents.
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
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Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Updated Features
Mobile Agent with Agent Greeting
If you are using Mobile Agent with Agent Greeting on UCM, you must install Engineering Special
10.5(1.11002-1).
Unified CCE Data Collector Set Template
In the Performance Monitor, you can use the template file named CCE.xml to create a Data Collector Set to
capture the standard set of performance counters for the Unified CCE components. On any machine where a
UCCE component is installed, the template file is installed in the icm\serviceability\perfmon directory.
Once you create the Data Collector Set, you can schedule or manually start the set to capture UCCE performance
counters.
The performance counter log files generated by this Data Collector Set are created as CSV files.
For more information, see the Serviceability Best Practices Guide for Cisco ICM/Unified 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.
OVA Template Changes Since Release 10.0(x)
Cisco Unified Contact Center Enterprise (Unified CCE), Cisco Unified Contact Center Hosted (Unified CCH),
and Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) Version 10.5(1) virtual machines
(VMs) are supported on VMware ESXi 5.1 and ESXi 5.5 hosts. To facilitate deployment of virtual machines
on these ESXi hosts, OVA templates that support VM Version 9 are available for download from Cisco.com
at http://software.cisco.com/download/type.html?mdfid=268439622&flowid=46046.
The 10.5(1) OVA templates include the following changes:
• Large Generic PG and Small Generic PG options are available in Release 10.5(1). See Large Generic
and Small Generic PG Options, on page 8 for more information.
• The Small Agent PG and Small UCC Gateway PG options are no longer supported in Release 10.5(1).
When upgrading existing Small Agent PGs, please use either the Small Generic PG VM option or the
UCM Agent PG VM option instead, whichever is more appropriate. When upgrading the Small UCC
Gateway PG, please use the UCC Gateway PG VM option instead.
• The Large Agent PG (as named in 10.0(x)) is known as the UCM Agent PG in Release 10.5(1). Note
that the Generic and System PG options for this VM, as well as a co-resident secondary VRU PG, are
not supported in Release 10.5(1). Please use the more appropriate Generic PG option—Large or
Small—for Generic or System PGs.
• The Large UCC Gateway PG is known as the UCC Gateway PG in Release 10.5(1).
For more details about the OVA templates in this release, see the Virtualization for Unified CCE Doc Wiki
at http://docwiki-dev.cisco.com/wiki/Virtualization_for_Unified_CCE.
Large Generic and Small Generic PG Options
The Large Generic PG is a new OVA template option that offers additional CPU resources (as compared to
the Small Generic PG) to meet the requirements of high-capacity deployments. Deploy a Large Generic PG
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
8
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Deprecated Features
when the number of skill groups or precision queues simultaneously logged on and receiving calls, per PG,
is 2,000 or greater.
The Small Generic PG OVA template option defines computing resources for a CCE Generic PG (Agent PG
with up to four VRU PIMs), supporting 2,000 agents and 1,000 VRU ports. Its resources and capacities align
with those of the Large Agent PG option available in prior CCE versions. Deploy a Small Generic PG when
the number of skill groups or precision queues simultaneously logged on and receiving calls, per PG, is fewer
than 2,000.
Deprecated Features
No more engineering development will occur for these features. You should plan to transition to the designated
replacement feature. If you are implementing a new deployment, use the replacement technology rather than
the deprecated feature. These features will be scheduled for removal in a future release.
This table lists the currently deprecated features.
Deprecated feature
Announced In
Release
Replacement
Agent Re-skilling Web Tool
10.5(1)
Agent Re-skilling Tool in Unified CCE Web
Administration
Cisco Agent Desktop
10.5(1)
Cisco Finesse
Important
Cisco Agent Desktop 10.0(2) is the
last version that Unified CCE will
support.
Cisco Supervisor Desktop
10.5(1)
Cisco Finesse
Skinny Call Control Protocol
(SCCP) Dialer
10.0(1)
Session Initiation Protocol (SIP) Dialer
Unified CCE/H and ICM/H (Hosted) 10.0(1)
deployments
Cisco Hosted Collaboration Solution (HCS) for
Contact Center
On-Demand Licensing Model for
Unified CCE
10.0(1)
Cisco Hosted Collaboration Solution (HCS) for
Contact Center
Agent Routing Service (ARS) PG
10.0(1)
No replacement available
/LOAD Configuration Parameter
10.0(1)
CTI OS will now set the agent to NOT READY
on CTI disconnect (whether desktop or server).
Agents can be forced to log out by the supervisor
or by the implementation of an inactivity timer
in the agent desk settings configuration.
Note
This parameter was sometimes used in
Unified CCE to force agents to log out
on CTI failures.
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
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Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Removed and Unsupported Features
Deprecated feature
Announced In
Release
Replacement
Sprint NIC
10.0(1)
No replacement available.
Note also that mandatory Eicon cards are not
compatible with virtual machines.
Removed and Unsupported Features
The following features are no longer available.
Feature
Effective From Release
Use of Join Across Line (JAL) and Direct Transfer 10.5(1)
Across Line (DTAL) phone features is not supported.
Cisco Unified CRM Connector Siebel
10.5(1).
Refer to Solutions Plus at https://
marketplace.cisco.com/catalog/companies/
bucher-suter-ag for details.
Third-party Software Impacts
OpenSSL Heartbleed and Unified CCE Solutions
The OpenSSL TLS heartbeat read overrun (Heartbleed) defect does not affect Unified CCE or these other
components of your contact center solution:
• Finesse
• CTI OS
• SocialMiner
• MediaSense
• Unified CVP
• Unified Intelligence Center
• Remote Silent Monitor
• Cisco Agent Desktop
• Unified EIM and WIM
Unified CCE and these components either do not use OpenSSL or use a version that is not impacted by the
Heartbleed defect.
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
10
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Caveats
Caveats
Bug Search Tool
If you have an account with Cisco.com, you can use the Bug Search tool to find caveats of any severity for
any release. Access the Bug Search tool at https://www.cisco.com/cisco/psn/bssprt/bss. Enter the bug identifier
in the search box and press return or click Search.
Open Caveats
This section contains a list of all defects that are currently pending in Unified CCE Release 10.5(1).
Identifier
Severity
Component
Headline
CSCup13112
2
outbound
Dialer Stuck Port handling sometimes causes Dialer exit
CSCuo78811
3
outbound
Campaign Manager Exception after Import
CSCuo78834
3
outbound
BA Import process exit due to exception
CSCuo78851
3
outbound
Dialer exits due to Exception in GetCallResults
CSCuo79971
3
aw:tools
Delay when updating Supervisor SG after launching
configuration manager
CSCup05119
3
pg.tdm
Heartbeat Maintenance enabled on Avaya PIM, PIM not
going ACTIVE
Resolved Caveats
This section contains a list of resolved caveats (those that have been fixed since the last maintenance release).
Identifier
Severity
Component
Headline
CSCun25262
1
serviceability.snmp UCCE Directory Traversal
CSCuo12453
1
localization
i18n LiveData should use the escape sequence to query
CUIC db
CSCuj34958
2
db.HDS
Reports continue to run impacting performance after
initiator is closed
CSCul52657
2
pg.opc
OPC assert while updating agent configuration
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
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Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Resolved Caveats
Identifier
Severity
Component
Headline
CSCul97333
2
pg.opc
Agent Login in Voice MRD logs out the Agent from
Non-Voice MRD
CSCum48016
2
serviceability.snmp PG doesn't return components table in the MIB walk if
PG number > 80
CSCum55458
2
outbound
CSCum58022
2
serviceability.snmp Status information is not reflecting properly in
CONTACT-CENTER-APPS-MIB
CSCum61972
2
db.logger
CSCum87751
2
serviceability.snmp Diagnostic framework stops returning CCE performance
counter info
CSCun13065
2
serviceability.snmp MIB not updating Pim status correctly in PimTable
CSCuo21155
2
serviceability.snmp CISCO-CONTACT-CENTER-APPS MIB not responding
in performance setups
CSCuo33133
2
outbound
Import doesn't work for outbound option
CSCuo34176
2
outbound
Dialer asserts during personal call back load.
CSCuo58829
2
tools
EMS / tracing doesn't work for some tools.
CSCuo59447
2
db.logger
baImport Fails to successfully process dialing list from
table
CSCuo67394
2
outbound
Agents in idle state for some campaigns for unexpectedly
long idle time.
CSCuo67412
2
outbound
SIP Dialer asserts due to CTI failed events
CSCuo78770
2
outbound
SIP Dialer Exception after SIP Refer Reject
CSCua27924
3
install
UnSuccessful upgrade of ICM installer due to lock on
DLLs in icm\bin
CSCui98226
3
outbound
Personal Callback stuck in Call Status 'A' with Call Result
'0'
CSCuj83623
3
aw.tools
SIP Dialer does not include ANI with Personalized Call
Back enabled
CSCum03603
3
pg.opc
Negative TalkOtherTime value reported
SIP Dialer receives 480 Temporarily Not Available leading
to memory leak
Chinese/Russian chars lost in db when starting services
after upgrade
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
12
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Resolved Caveats
Identifier
Severity
Component
Headline
CSCum11496
3
pg.acmi
Idle ACMI PIM Crashes when a Peripheral Target removal
happens
CSCum15650
3
reporting
Multiple CUIC localization (Russian) issues
CSCum24671
3
documentation
Supp phone models in SRND and CTIOS System Manager
Guide are different
CSCum24835
3
documentation
Outbound reports for CUIC mentioned in the
documentation
CSCum25145
3
outbound
SIP Dialer 9.0 sends "BYE" before the CPA 2nd update
form Voice Gateway
CSCum25228
3
documentation
MIS-VRU ext within 1 to 99999998 , the support is
provided for 8 digits
CSCum25280
3
pg.vru
MIS process to gracefully handle the out of range
extension limit
CSCum26452
3
install
Installer sets wrong registry values
CSCum29818
3
ctios.client
User password is unencrypted in the CTI OS client logs
CSCum29918
3
documentation
Corrected ShortCalls field descriptions in Reporting Guide
and OLH
CSCum43364
3
pg.acmi
Agent state from ACMI pim incorrect when agent gets
back to back calls.
CSCum48724
3
reporting
Agent Team Real Time shows duplicate rows
CSCum48742
3
reporting
Call Type Queue Interval reports incorrect number of Calls
Handled
CSCum49897
3
documentation
RouterErrorCode 435 added to Router Error Codes wiki
CSCum58802
3
documentation
Minimum Database Size for non-TempDBs added to the
Staging Guide
CSCum66688
3
aw.conapi
Agent Reskilling Tool fails with Unable to establish
database connection
CSCum68965
3
outbound
Append mode affected after UCCE upgrade due to a SQL
syntax change
CSCun18207
3
pg.cucm
CAD agent goes to "Ready" after pressing "Not ready"
during non-ACD call
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
13
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Resolved Caveats
Identifier
Severity
Component
Headline
CSCun18992
3
reporting
Agent Login Logout Report Missing Skill Group Data
CSCun21350
3
documentation
Corrected reference to earlier release in Mobile Agent
Guide
CSCun21762
3
documentation
DataBaseAgent TCP port added to the Port Utilization
Guide
CSCun38437
3
documentation
Updated AutoAnswer details in the Installation and
Configuration Guide
CSCun42813
3
ctios.client
CTI toolkit - Visual Studio crashes when adding new
release code
CSCun45252
3
pg.opc
CTIOS agent statistics resetting at 23:30
CSCun66241
3
ctios.server
Supervisor losing Queue Statistics if last agent in Team
logs out
CSCun70811
3
router
ICM SNMP MiBs shows the same value for CallsInQueue
and CallsInProgress
CSCun70949
3
pg.opc
t_Peripheral_Real_Time table is not updating
CallsOfferedHalf
CSCun71272
3
pg.tdm
Incorrect Peripheral calltype seen in TCD for Avaya
CSCun76233
3
reporting
The attribute filed in Agent real time report does not show
any data
CSCun84943
3
reporting
CUIC Distributed denial-of-service vulnerability on NTP
server
CSCun92195
3
cg.ctiserver
Active Call Count in Portico not showing accurate number
CSCuo12208
3
documentation
Scripting and Media Routing Guide needs to be updated
CSCuo26062
3
documentation
Reporting User Guide Precision Queue interval all field
OLH corrected
CSCuo30802
3
outbound
Import rule update failed in clgr
CSCuo32820
3
documentation
CUIC v9.1.1 Report Template missing Historical TR Info
CSCuo32490
3
documentation
UCCE 9.0 Administration Guide is missing Database
Administration Chapter
CSCuo38950
3
cg.ctiserver
CTI Server Agent Configuration Change Event has error
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
14
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Documentation Changes
Identifier
Severity
Component
Headline
CSCuo44847
3
router
Router crashes when a dialed number is deleted.
CSCuo46102
3
documentation
SCCP Dialer deprecated but Design Guide says design it
in
CSCuo51523
3
doc
PCCE External AW/HDS/DDS CUIC Configuration
CSCuo51951
3
pg.cucm
Error (Unable to perform operation. Error Code: CTI-78
while transfer
CSCuo52562
3
reporting
Transitional Agent Not Rdy Hist Report shows 2 lines per
agent
CSCuo54435
3
documentation
PQ doc needs more clarification RE the PQ/Attribute
relationship
CSCuo60764
3
scripteditor
TCD and Script Editor numbers will be different when
call types change
CSCuo66787
3
reporting
SL Ans should not include the call passing the service
level threshold
CSCuo70131
3
documentation
Dialer UDP/RTP port range calculation not documented
correctly
CSCuo75796
3
outbound
Callback records marked by dialer with code 25 are not
being dialed back
CSCuo76339
3
web.config.ui
Adding a Precision Queue Fails When There is a
Non-Deleted CUCM PG
CSCuo81863
3
documentation
UCCE docs need to state that CTI Route Points require
unique DNs
CSCup16106
3
reporting
Precision Queue Efficiency Drilldown loses PQ and Date
criteria
Documentation Changes
Related Documentation
The following information relates to product documentation for Cisco Unified Contact Center Enterprise.
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
15
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
Documentation Feedback
Obtaining Documentation, Support, and Security Guidelines
For information about obtaining documentation, obtaining support, providing documentation feedback,
obtaining security guidelines, and also recommendations for aliases and general Cisco documents, see the
monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical
documentation.
For Additional Information
See these sources for Unified CCE product documentation:
• Latest version of these release notes
• Unified CCE documentation index on Cisco.com
Documentation for these products can be found at the Unified CCE documentation index:
• Cisco Agent Desktop (CAD)
• Cisco CTI Object Server (CTI OS)
• Cisco Unified Contact Center Management Portal (Unified CCMP)
See this source for Cisco Finesse documentation on Cisco.com.
Documentation Feedback
You can provide comments about this document by sending an email to the following address:
mailto:[email protected]
We appreciate your comments.
Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1)
16