Release Notes for Cisco Unified Contact Center Enterprise & Hosted,
Release 10.0(2)
Release Notes for Cisco Unified Contact Center Enterprise & Hosted, Release 10.0(2) 2
Release 10.0(2) Notes 2
New and Updated Features 2
Caveats 4
Documentation Changes 8
Revised: November 3, 2014,
Release Notes for Cisco Unified Contact Center Enterprise
& Hosted, Release 10.0(2)
Release 10.0(2) Notes
These release notes describe new features and changes for Release 10.0(2) of Unified Contact Center Enterprise & Hosted (Unified
CCE) software.
New and Updated Features
New Features
The following sections describe new features that are pertinent to Unified CCE Release 10.0(2).
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
You cannot assign precision queue attributes to agents on a third-party ACD. The agents need to be Contact Center Enterprise agents.
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 Agent Re-skilling Tool in Unified CCE Administration is intended to replace the Cisco Agent
Re-skilling Web Tool, which is deprecated in Release 10.5(1).
Supervisors can access tools on the Manage menu, as follows:
2
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 who are on
teams they supervise.
Teams
Read-only.
Database Log File Location
For performance reasons, create a new virtual hard drive on the HDS VM and move the database log file to that hard drive. By default,
both the log file and database data file are installed in \MSSQL\DATA on the drive where you create the database. You can move
the log file with SQL Server Management Studio.
Updated Features
The following sections describe updated features pertinent to Unified CCE Release 10.0(2).
Java Version Update
The version of Java is updated from 1.6.30 to 1.6.81.
3
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 click Search.
Open Caveats
This section contains a list of all defects that are currently pending in Unified CCE Release 10.0(2).
Identifier
Severity
Component
Headline
CSCur10999
2
pg.tdm
AAS fails during start up
Resolved Caveats
This section contains a list of resolved caveats (those that have been fixed since the last maintenance release).
Identifier
Severity
Component
Headline
CSCun25241
1
web.setup
UCCE Apache Struts 2 Command Execution Vulnerability
CSCuo63478
1
router
INCRPNic crashes
CSCul07991
2
web.config.ui
Supervisor has no access to CCE Admin tool due to fix in the
9.0.4
CSCul52657
2
pg.opc
OPC assert while updating agent configuration
CSCul83669
2
pg.opc
OPC crash due to getting a queued event for a call which was
cleared
CSCum48016
2
serviceability.snmp
PG does not return components table in the MIB walk if PG
number > 80
CSCum55458
2
outbound
SIP Dialer receives 480 Temporarily Not Available leading to
memory leak
CSCum58022
2
serviceability.snmp
Status information is not reflecting properly in
CONTACT-CENTER-APPS-MIB
CSCum61972
2
db.logger
Chinese/Russian chars lost in db when starting services after
upgrade
CSCum73922
2
pg.acmi
Incorrect Agent state is displayed in parent DB during consult
transfer
CSCum74365
2
serviceability.snmp
cccaroutertable of CISCO-CONTACT-CENTER-APPS-MIB
returning wrong info
4
Identifier
Severity
Component
Headline
CSCum87751
2
serviceability.snmp
Diagnostic framework stops returning CCE performance
counter info
CSCun13065
2
serviceability.snmp
MIB not updating Pim status correctly in PimTable
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
CSCuo69603
2
outbound
SIP Dialer asserts if 200 OK is Missed
CSCuo78770
2
outbound
SIP Dialer Exception after SIP Refer Reject/Timeout
CSCuo78834
2
outbound
BA Import process exit due to exception
CSCup13112
2
outbound
Dialer Stuck Port handling sometimes causes Dialer exit
CSCup33683
2
outbound
SIP throttle dialer crash observed during outbound load with
PCB
CSCup34977
2
outbound
Dialer timing issue causes issues with wrap-up
CSCup44715
2
router
Call variables are not evaluated correctly when executing steps
for PQ
CSCuo21155
2
serviceability.snmp
CISCO-CONTACT-CENTER-APPS MIB not responding in
performance setups
CSCup96363
2
outbound
UCCE Dialer Crashes after agent disconnects preview
reservation call
CSCuq20928
2
router
CICM not clearing queued call even though call is cleared at
NAM level
CSCuq43349
2
router
Events armed for TransRouteToVRU even if RC doesn't
support arming
CSCui98226
3
outbound
Personal Callback stuck in Call Status 'A' with Call Result '0'
CSCum03603
3
pg.opc
Negative TalkOtherTime value reported
CSCum11496
3
pg.acmi
Idle ACMI PIM Crashes when a Peripheral Target removal
happens
CSCum25145
3
outbound
SIP Dialer 9.0 sends "BYE" before the CPA 2nd update form
Voice Gateway
CSCum25280
3
pg.vru
MIS process to gracefully handle the out of range extension
limit
5
Identifier
Severity
Component
Headline
CSCum43364
3
pg.acmi
Agent state from ACMI pim incorrect when agent gets back
to back calls
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
CSCun25262
3
serviceability.snmp
UCCE Directory Traversal
CSCun42350
3
router
Precison Queue not routing appropriately because agent is not
part of PQ
CSCun70811
3
router
ICM SNMP MiBs shows the same value for CallsInQueue and
CallsInProgress
CSCur18470
3
install
OVA has incorrect SCSI controller selected
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
CSCun92195
3
cg.ctiserver
Active Call Count in Portico not showing accurate number
CSCuo26477
3
reporting
SKGRT table is not updating properly in Parent AWDB after
cycling AcmiPG
CSCuo38950
3
cg.ctiserver
CTI Server Agent Configuration Change Event has error
CSCuo40554
3
pg.opc
Call Duration is not taking into consideration NetQTime
CSCuo44847
3
router
Router crashes when a dialed number is deleted
CSCuo51951
3
pg.cucm
Error (Unable to perform operation. Error Code: CTI-78 while
transfer
CSCuo60764
3
scripteditor
TCD and Script Editor numbers will be different when call
types change
CSCuo71243
3
aw.tools
Query Rule crashes in Admin Client
CSCuo75796
3
oubound
Callback records marked by dialer with code 25 are not being
dialed back
CSCuo78811
3
oubound
Campaign Manager Exception after Import
CSCuo83652
3
oubound
Agent doesn't go to wrap up for outbound call
CSCup27350
3
router
Incorrect values for ServiceLevelTo5 real time field for
Precision Queue
CSCup40044
3
pg.opc
OPC logs in agent in skill groups which were removed from
configuration
CSCup44276
3
router
ServiceLevelTo5 field in Skill Group RT table does not reset
to 0
6
Identifier
Severity
Component
Headline
CSCup45473
3
pg.opc
Digits Dialed showing NULL after warm transfer in Child
TCD
CSCup66422
3
router
Calls abandoned on ICM script in AppGW node isn't marked
as abandoned
CSCup77765
3
pg.opc
OPC overrides the calling number once 2nd transfer to Queue
CSCup86899
3
outbound
Dialer retires PCB record with call result 25
CSCuq22502
3
db.logger
Persistent variables not retained after exit_router
CSCsz74968
3
pg.opc
OPC not clearing the INTERRUPT_ADVISORY state
CSCtr26877
3
ctios.client
CTI OS client uninstall fails with an error
CSCul55914
3
web.config.ui
PQ gadget throws unclear error message when saving PQ with
no steps
CSCul94708
3
ctios.client
The CTIOS AllCalls.exe won't run on Win7 with CTIOS
Toolkit v 9.0(4)
CSCum29818
3
ctios.client
User password is unencrypted in the CTI OS client logs
CSCum35350
3
ctios.server
CTIOS 10.0.2 patch installer fails to unregister
CTIOSPerfmonObjectDLL
CSCum35363
3
ctios.server
CTIOS 10.0.2 setw2k8permissions.bat fails giving access to
icm\CTIOS_bin
CSCum68711
3
outbound
Campaign Manager generates a mini dump
CSCum94358
3
documentation
Corrected PG fail over mechanism description in Design Guide
CSCun42813
3
ctios.client
CTI toolkit - Visual Studio crashes when adding new release
code
CSCun66241
3
ctios.server
Supervisor loosing Queue Statistics if last agent in Team logs
out
CSCun80527
3
ctios.server
Peripheral ID is not updated properly in CTIOS server setup
CSCun94928
3
pg.opc
Agent Desktops greys out
CSCuo79971
3
aw.tools
Delay when updating Supervisor SG after launching
configuration manager
CSCup76084
3
reporting
PQ Interval report reports a single call multiple times
CSCup58912
3
install
CAD Agent PG OVA images should not be valid in 10.0
CSCuq02801
3
pg.cucm
CCE Agent receives call when exiting wrap-up state placing
a call
CSCuq22838
3
db.logger
Termination_Call_Detail StartDateTimeUTC column is local
time not UTC
CSCuq50705
3
scripteditor
Launching ISE keeps asking to upgrade to new version
7
Identifier
Severity
Component
Headline
CSCuq54519
3
pg.cucm
Supervisor Assist request Timeout when Supervisor Agent not
available
CSCuq57042
3
pg.cucm
Wrong reason code after 2nd internal call when wrap-up
enabled
CSCuj98722
4
ctios.client
CTI Toolkit failed to login after Agent ID re-used
CSCum20403
4
reporting
CUIC: field ServiceLevelErrorToday in "Call Type Real Time"
incorrect
CSCun08137
4
pg.cucm
Incorrect wrapup time, EAPIM should handle CSTAClearCall
by custom CTIOS
CSCuq03409
4
web.config.ui
Wrong CCE version is showing in cceadmin page
CSCun93169
6
outbound
Dialer is reserving and unreserving the agents during port
throttling.
CSCuo00728
6
scripteditor
Enable Administrator API for HCS. Remove ISE get scripts
by user feature
CSCuq20038
6
web.config.api
Enable Precision Queue API/UI for ICM Rogger and ICM
Router/Logger deployments
Documentation Changes
The following information relates to product documentation for Cisco Unified Contact Center Enterprise 10.0(2).
Related Documentation
The following information relates to product documentation for Cisco Unified Contact Center Enterprise.
Troubleshooting
For Cisco Unified Contact Center software troubleshooting tips, go to the Cisco Documentation Wiki and select the product or option
with which you require assistance.
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
8
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)
Documentation Feedback
You can provide comments about this document by sending an email to the following address: mailto:contactcenterproducts_
[email protected]
We appreciate your comments.
9
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