Release Notes for Cisco Packaged Contact Center Enterprise, Release
9.0(2)
First Published: September 18, 2012
Last Modified: February 18, 2013
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CONTENTS
CHAPTER 1
Packaged CCE 9.0(2) Release Notes 1
Upgrade to Release 9.0(2) 1
Upgrade Installation for 9.0(2) ES 2
New and Changed Features 2
Enhanced Agent Search 2
Keyboard Shortcuts 3
Language Support 4
Supervisor Access 6
Sign-In Window Domain Menu for 9.0(2) ES 7
Important Notes 7
New Base Configuration 8
Disable Unified CCE Agent Re-skilling Web Tool 8
Cisco Unified Intelligence Center Version Support for 9.0(2) ES 9
Missing Label in Base Configuration for 9.0(2) ES 9
Caveats 10
Change Log 11
Troubleshooting 12
Documentation Feedback 12
Bug Search Tool 12
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
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Contents
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
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CHAPTER
1
Packaged CCE 9.0(2) Release Notes
Important
This document was initially released in September 2012. This supplemental release also includes details
on the Packaged CCE 9.0(2) Engineering Special (ES) upgrade.
This document lists new features, changes, and caveats for the second release of Cisco Packaged CCE 9.0(x)
software. Details of these features are available in the relevant end-user documentation, which you can find
on the Cisco.com Web page for Packaged CCE: http://www.cisco.com/en/US/products/ps12586/tsd_products_
support_series_home.html. You can also open Release Notes for prior versions of Packaged CCE from that
page.
• Upgrade to Release 9.0(2), page 1
• Upgrade Installation for 9.0(2) ES, page 2
• New and Changed Features, page 2
• Important Notes, page 7
• Caveats, page 10
• Change Log, page 11
• Troubleshooting, page 12
• Documentation Feedback, page 12
• Bug Search Tool, page 12
Upgrade to Release 9.0(2)
Customers who are using Packaged CCE 9.0(1) and decide they want to upgrade to Packaged CCE 9.0(2)
need to obtain the UCCE 9.0(2) patch from the Support > Downloads area of Cisco.com. You must install
the patch on both CCE Call Servers, both CCE Data Servers, and on any external HDS servers.
Before you do this, check to see if you are already at Unified CCE Version 9.0.2.
The Unified CCE Version is displayed on the General tab of the Home menu in the Unified CCE Administration
Web tool.
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
1
Packaged CCE 9.0(2) Release Notes
Upgrade Installation for 9.0(2) ES
Upgrade Installation for 9.0(2) ES
Download the 9.0(2) ES Upgrade
The Engineering Special (ES) is a software patch that prepares your Packaged CCE system to accept the Cisco
Unified Intelligence Center 9.0(x) software. This patch must be installed on Packaged CCE version 9.0(2)
before upgrading from Unified Intelligence Center 8.5(4) to Unified Intelligence Center 9.0(2).
Note
Customers who are currently using Packaged CCE 9.0(1) must upgrade to Packaged CCE 9.0(2) before
installing the ES patch. For more information, see the section Upgrade to Release 9.0(2), on page 1.
Download the Packaged CCE ES patch and installation instructions from here: http://www.cisco.com/cisco/
software/special/release.html?config=31017c0a473c66b3fdcbf9cda8a72fbf.
New and Changed Features
Related Topics
Enhanced Agent Search, on page 2
Keyboard Shortcuts, on page 3
Language Support, on page 4
Supervisor Access, on page 6
Sign-In Window Domain Menu for 9.0(2) ES, on page 7
Enhanced Agent Search
The Search field in the Agents tool offers an advanced and flexible search. There is now a + at the far right
of the Search field itself.
Click + to open a Search pop-up window where you can:
• Select to search for agents only, supervisors only, or both.
• Enter a Username, Agent ID, First or Last name, or a Description to search for that string.
• Enter one or more team names separated by spaces. (Team is an OR search - the agent or supervisor
must be a member of one of the teams.)
• Enter one or more attribute names separated by spaces. (Attributes is an AND search - the agent or
supervisor must have all attributes.)
• Enter one or more skill group names separated by spaces. (Skill Groups is an AND search.)
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
2
Packaged CCE 9.0(2) Release Notes
Keyboard Shortcuts
This illustration shows a search for agents who are on either Team xyz or Team robots and who are members
of Skill Group sg1. Three agents meet those criteria.
Keyboard Shortcuts
This new accessibility feature facilitates data entry.
Pressing the question mark (?) key in a Unified CCE Administration tool opens a display showing keyboard
shortcuts that you can use for the current tool. You must press ? when you are not within a text field.
The keyboard shortcuts you see are the ones that are appropriate for that tool and for your role.
In the illustration, the keyboard shortcuts tool was opened on the Agent List window and indicates that:
• Pressing n opens a New Agent window.
• Pressing / puts the focus in the Search field.
• Pressing esc removes the focus from the Search field.
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
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Packaged CCE 9.0(2) Release Notes
Language Support
From an Item window (New or Edit), these keyboard shortcuts apply:
• Pressing ctrl and s saves the data you entered on the New or Edit window.
• Pressing ctrl and q closes the New or Edit window and without saving.
• Pressing esc removes the focus from a field.
Language Support
The Language Pack for Packaged CCE Release 9.0(2) is available for download at http://software.cisco.com/
download/
release.html?mdfid=268439622&flowid=5210&softwareid=280840583&release=9.0(2)&relind=AVAILABLE&rellifecycle=&reltype=latest.
If you want localized user interface and online help, download and install this Language Pack on both CCE
Data Servers (Side A and Side B) and on any external HDS systems.
Once the Language Pack is installed, the Unified Web Administration Sign-In page is populated with a
language drop-down menu that lists all languages. Select a language to display the user interface and the
online help in that language. The system retains that language selection until you change it again.
Remember
Languages are mapped to SQL Server Collation Settings. If your current collation selection is incompatible
with the language you select, you will need to uninstall Microsoft SQL Server and reinstall it with the
correct collation configuration.
Language Pack Timing:
If you are a customer in Korea, and your partner or service provider set your SQL collation during the
MS SQL installation to Korean_Wansung, before the language pack is downloadable from Cisco, the user
interface and online help will be in English. Once you install the language pack and select Korean from
the drop-down menu on the sign-in window, the Unified CCE Web Administration user interface and the
online help will be in Korean.
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
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Packaged CCE 9.0(2) Release Notes
Language Support
Windows Language
SQL Server Collation Setting
English
Latin1_General
Danish
Dutch
French
German
Italian
Portuguese (Brazil)
Spanish (Spain)
Swedish
Russian
Cyrillic General
Chinese (China)
Chinese_PRC
Chinese (Taiwan)
Chinese_Taiwan_Stroke
Korean
Korean_Wansung
Japanese
Japanese
Windows System Locale
If the Windows system locale differs from the display language, some characters will appear incorrectly in
the user interface and in the database. For example, if the system locale is English and users are working in
Spanish, characters such as the acute a will not appear correctly.
To determine your current language region setting, open a command prompt and enter chcp. You see a response
similar to this:
Active code page: 437
(437 is English.)
To determine the value you need, refer to the Locale Code Table at http://msdn.microsoft.com/en-us/library/
ms930130.aspx
To change the system locale, perform this procedure at both CCE Call Servers, both CCE Data Servers, and
any external HDS systems.
1 Open Control Panel > Region and Language.
2 Click the Administrative tab.
3 Under Language for non-Unicode programs, click Change System Locale.
4 Select the language and click OK.
5 Restart the virtual machine.
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
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Packaged CCE 9.0(2) Release Notes
Supervisor Access
Supervisor Access
Supervisor Sign-In
The Unified CCE Web Administration sign-in window now supports two roles: Administrators and Supervisors.
Administrators who are in the Active Directory Users and Computers > Users group sign in as they always
have by entering their Active Directory username and password. The administrator's sign-in opens to the
General tab on the Home menu.
Supervisors sign in by entering their agent username and password as configured in General tab on the Agent
tool. The supervisor's initial sign-in opens to the Manage menu.
Supervisor Permissions
Supervisors open to an interface with one menu, Manage.
Supervisors are restricted as follows for the Manage tools:
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
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Packaged CCE 9.0(2) Release Notes
Sign-In Window Domain Menu for 9.0(2) ES
Tool
Permissions
Agents
On the Agent List window, supervisors can see and
edit agents who are on teams they supervise.
General tab: Supervisors can edit the Password and
Re-enter password fields. Other fields are protected.
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: Not available for supervisors.
Attributes
Read-only
Precision Queues
Read-only
Skill Groups.
On the Skill Group List window, supervisors can see
and edit all skill groups. Supervisors cannot add or
delete skill groups.
General tab: fields are protected.
Members tab: supervisors can add and remove skill
groups for agents who are on teams they supervise.
Teams
Read-only
Sign-In Window Domain Menu for 9.0(2) ES
Domain Menu Options
In the previous version of Packaged CCE, the Domain drop-down list in the initial sign-in window displayed
all configured domains. In the current Packaged CCE 9.0(2) ES release, the Domain drop-down list displays
all configured domains as well as any alternate UPN Suffixes that have been defined.
Important Notes
Related Topics
New Base Configuration, on page 8
Disable Unified CCE Agent Re-skilling Web Tool , on page 8
Cisco Unified Intelligence Center Version Support for 9.0(2) ES, on page 9
Missing Label in Base Configuration for 9.0(2) ES, on page 9
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
7
Packaged CCE 9.0(2) Release Notes
New Base Configuration
New Base Configuration
The base configuration database has been updated for Packaged CCE 9.0(2) to include an Enterprise Route
and an Enterprise Skill Group to support personal callback.
Important
It is mandatory to import and apply Packaged CCE base configuration data. If you do not apply the base
configuration, you cannot change deployment type, your system cannot validate correctly, and you will
need to configure each element manually.
You can run base configuration only once, after a fresh install. Never import base configuration on an
existing deployment.
Follow this sequence:
• Install Packaged CCE and configure all components (contact center applications).
• Upgrade, using the 9.0(2) Patch Installer (Upgrade to Release 9.0(2), on page 1).
• Import and run the base configuration database.
• Change deployment type.
You can then configure Packaged CCE using Unified CCE Web Administration.
Disable Unified CCE Agent Re-skilling Web Tool
Supervisors can now access the Agent tool in Unified CCE Web Administration, where they can add and
remove skill group membership for agents who are on the teams that they supervise. This access to the Agent
Tool eliminates the need for the Unified CCE Agent Re-skilling Web Tool. Customers upgrading from
Packaged CCE Release 9.0(1) may have enabled the Unified CCE Agent Re-skilling Web Tool.
If you are upgrading from Packaged CCE 9.0(1), you must disable the Unified CCE Agent Re-skilling
Web Tool on every Distributor.
To do this:
1 From each CCE Data Server VM (Side A or Side B) and external HDS, open Unified CCE Web Setup.
2 Click Component Management > Administration & Data Servers.
3 Click the link for the Administration & Data Server.
4 Click Next three times.
5 Under Configuration Options, uncheck both Agent Re-skilling Web Tool (Unified Contact Center Enterprise
Only) and Configuration Management Service (CMS) Node.
6 Click Next twice. Then click Finish to complete the reconfiguration.
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
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Packaged CCE 9.0(2) Release Notes
Cisco Unified Intelligence Center Version Support for 9.0(2) ES
Cisco Unified Intelligence Center Version Support for 9.0(2) ES
Unified Intelligence Center 9.0(2)
The Packaged CCE 9.0(2) ES upgrade only supports Unified Intelligence Center 9.0(2) and later maintenance
releases. Unified Intelligence Center 9.0(1) and previous releases are not supported.
Missing Label in Base Configuration for 9.0(2) ES
The current Base Configuration is missing the label for the Outbound Routing Client. The Base Configuration
will be updated in the next release of Packaged CCE. This workaround explains how to add the label.
Workaround to Add Label for Outbound Routing Client
Note
You must have the Host IP, root username, and password information for both Side A and Side B VM
Hosts before performing this workaround.
1 In Unified CCE Administration, click Settings>Configure Deployment.
2 Using the Deployment Type drop-down menu, select UCCE 8000 Agents Router/Logger and click Save.
3 A confirmation page appears. Click Yes to confirm the switch.
4 A congratulations page appears. Click Continue.
5 Next, log in to the Data Server (DS) machine.
6 Click Start>All Programs>Cisco Unified CCE Tools>Administration Tools>Configuration Manager.
The Configuration Manager window opens.
7 Click Tools>Explore Tools>Network VRU Explorer. The Network VRU Explorer window opens.
8 Click Retrieve.
9 Click CVP_Network_VRU, and then click Add Label. A new entry appears below CVP_Network_VRU.
10 On the Label tab, click the Routing client drop-down menu and select Outbound.
11 In the Label field, type 6661111000.
12 Click Save. The new entry is now identified with the Routing client and label information provided.
13 Finally, log back into Unified CCE Administration, and change the development type back to Packaged
CCE: CCE-PAC-M1 using steps 1 to 4 above.
Note
You must enter VM Hosts Side A and Side B information to switch the development type back to Packaged
CCE.
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
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Packaged CCE 9.0(2) Release Notes
Caveats
Caveats
Defects listed in these tables are Severity 1 and Severity 2 defects identified by any means, and Severity 3
defects identified by customer-use. These include defects specific to Packaged CCE as well as Unified CCE
defects that have an impact on Packaged CCE.
Open Defects in This Release
Identifier
Component
Product
Severity Headline
CSCub64195
localization
Unified CCE
3
Call Tracer can't be launched with
Japanese language pack
CSCuc72315
pg.cucm
Unified CCE
2
CVP RNA results in call resent to same
agent before set to no ready
Resolved Defects in This Release
Identifier
Component
Product
Severity Headline
CSCub18797
pg.cucm
Unified CCE
3
EAGTPIM fails when SIP Dialer ports
are deleted
CSCty88790
pg.cucm
Unified CCE
3
Handle StartMediaTransmission sent
before the CtiCallStateNotify event
CSCub52680
pg.cucm
Unified CCE
3
Agent stuck in TALKING state
CSCtu33284
pg.opc
Unified CCE
3
Missed Personal Calls are being reported
as RONA'd calls
CSCub06322
pg.opc
Unified CCE
3
OPC restarts w/ Supervisor logout of EIM
(high volume of email in inbox)
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
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Packaged CCE 9.0(2) Release Notes
Change Log
Identifier
Component
Product
CSCuc58222
web.config.api Unified CCE
Severity Headline
2
Cisco Unified Intelligence Center FQDN
or NetBios login does not match domain
imported from PCCE
Note
Packaged CCE 9.0(2) ES
automatically fixes this defect for
newly created supervisors, but
does not alter existing
supervisors. For existing
supervisors, first install the ES
patch. Next, an administrator
must alter the case used in one or
more letters of each existing
supervisor's username (keeping
the name the same). For example,
for a supervisor named sam (all
lower case), it could be changed
to Sam (title case). Finally, save
the change. This modification
forces Packaged CCE to update
the information in the database,
so the Unified Intelligence Center
correctly imports existing
supervisors.
Related Topics
Bug Search Tool, on page 12
Change Log
Updates to this Release Notes document since the September 18, 2012 publication.
Change made in February 2013
Change
Section
Updated ES
Upgrade Installation for 9.0(2) ES, on page 2
Link to Language Pack now active
Language Support, on page 4
Changes made in October 2012
Change
Section
Added Packaged CCE ES download/installation
instructions
Upgrade Installation for 9.0(2) ES, on page 2
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
11
Packaged CCE 9.0(2) Release Notes
Troubleshooting
Change
Section
Added support for Cisco Unified Intelligence Center Cisco Unified Intelligence Center Version Support
9.0(2) and later releases
for 9.0(2) ES, on page 9
Updated the Defect list
Caveats, on page 10
Added sign-in domain options change
Sign-In Window Domain Menu for 9.0(2) ES, on
page 7
Added workaround for missing label in Base
Configuration
Missing Label in Base Configuration for 9.0(2) ES,
on page 9
Troubleshooting
For Cisco Packaged CCE troubleshooting tips, go to Cisco Documentation Wiki at http://docwiki-dev.cisco.com/
wiki/Category:Unified_Contact_Center_Enterprise.
Documentation Feedback
You can provide comments about this document by sending email to the following address:
mailto: [email protected]
We appreciate your comments.
Bug Search Tool
If you have an account with Cisco.com, you can use Cisco's Bug Search tool to find detailed information
about defects.
To use the Bug Search tool, visit https://www.cisco.com/cisco/psn/bssprt/bss.
Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)
12