Release Notes for Cisco Packaged Contact Center Enterprise Release
9.0(1)
First Published: July 27, 2012
Last Modified: July 27, 2012
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CONTENTS
CHAPTER 1
Introduction 1
CHAPTER 2
Packaged Contact Center Enterprise Release Notes 3
Product Documentation 3
Antivirus Software 3
Caveats 4
Bug Search Tool 5
Troubleshooting 5
Documentation Updates 5
Documentation Feedback 5
Release Notes for Cisco Packaged Contact Center Enterprise Release 9.0(1)
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Contents
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CHAPTER
1
Introduction
This document discusses important notes and caveats for Cisco Packaged Contact Center Enterprise (Packaged
CCE) 9.0(1).
Packaged CCE is a solution deployment for delivering Cisco Unified Contact Center Enterprise in a virtualized
environment. The initial model of Packaged CCE (CCE PAC M1) supports up to 1000 agents.
Packaged CCE provides a core set of contact center functionality – call processing, prompts and rich VXML
scripting, voice response collection, agent selection, queuing, and reporting. With its controlled environment
and well-defined configuration and deployment boundaries, Packaged CCE is a robust solution with high
availability and solution serviceability. Additional benefits are simplified ordering and deployment rollout,
a simplified installation process, easier operation and maintenance, and streamlined, web-based administration
for Unified CCE.
The deployment includes:
• Cisco Unified Contact Center Enterprise (Unified CCE)
• Cisco Unified Customer Voice Portal (Unified CVP)
• Cisco Unified Intelligence Center (Unified Intelligence Center)
• Cisco Unified Communications Manager (Unified CM)
• Cisco Finesse
For a detailed list of features and options, see the Cisco Packaged Contact Center Enterprise Product
Specification, 9.0(1). Go to: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/
pcce/pcce_901/reference/guide/PCCE_BK_PBD08CF9_00_packaged-cce.pdf.
Release Notes for Cisco Packaged Contact Center Enterprise Release 9.0(1)
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Introduction
Release Notes for Cisco Packaged Contact Center Enterprise Release 9.0(1)
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CHAPTER
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Packaged Contact Center Enterprise Release
Notes
• Product Documentation, page 3
• Antivirus Software, page 3
• Caveats, page 4
• Bug Search Tool, page 5
• Troubleshooting, page 5
• Documentation Updates, page 5
• Documentation Feedback, page 5
Product Documentation
For all Cisco Packaged Contact Center Enterprise 9.0(1) documentation, see the Cisco Packaged Contact
Center Enterprise product support page: http://www.cisco.com/en/US/products/ps12586/index.html.
Antivirus Software
Packaged Contact Center Enterprise supports Symantec Endpoint Protection 12.1.
Be aware that the firewall component of Symantec Endpoint Protection 12.1, the Network Threat Protection
feature, must be disabled. If the feature is enabled, both sides of a duplexed router come up in simplex mode,
thus blocking communication between each side of a router. This blocking impacts all deployment types.
The problem occurs if you install Symantec Endpoint Protection 12.1 and leave the default settings. If you
start services on side A and B of the router, a Symantec message pops up in the system tray indicating: The
client will block traffic from IP address [side A router address] for the next 600 seconds(s). The same message
is also written to the security log in client management. The Symantec Network Threat Protection traffic log
indicates that a default firewall rule called “Block_all” was dynamically enabled. The result, according to the
router logs, is that both sides of the router come up in simplex mode.
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Packaged Contact Center Enterprise Release Notes
Caveats
To resolve the issue, you must disable the Symantec firewall and restart both sides of the router. To do this,
double click the Symantec icon in the system tray and select Change Settings. Then configure settings for
Network Threat Protection and uncheck the Enable Firewall checkbox at the top of the Firewall tab.
Caveats
Unified Customer Voice Portal (Unified CVP) Reporting Server
In Packaged CCE 9.0(1), you can install an optional VM for the Unified Customer Voice Portal (Unified
CVP) Reporting Server. This server enables you to use the Courtesy Callback feature and run the CVP reports
for Courtesy Callback. It also allows you to do IVR application reporting.
However, before the Unified CVP Reporting Server is set up, the deployment type must be changed and
System Validation must be run. Note that while these actions are required in Packaged CCE 9.0(1), the issue
will be resolved in release 9.0(2).
Unified Communications Manager (Unified CM) Publisher and Subscribers VMs
In Packaged Contact Center Enterprise 9.0(1), the Unified Communications Manager (Unified CM) publisher
and subscribers VMs are not required to be on the Side A or B ESXi hosts for execution. However, they are
required for the System Validation that must be run before the deployment type can be changed to PCCE.
In order to run the Unified CM publisher and subscribers on separate hardware, you will need the upcoming
maintenance release, Cisco Unified Contact Center Enterprise 9.0(2).
Defects
Cisco Release Notes normally include tables listing all defects of the following severity levels:
• 1 or 2
• 3 (if found by customer use)
Defects are either Open or Resolved (fixed).
Table 1: Open Defects in This Release
Identifier
Component
CSCua81861 scripteditor
Severity Headline
2
Queue To Agent should not require Ent Route or Ent Skill Group
for PCCE
CSCua44856 documentation 3
CTIOS Dev Guide should say dumpargs does not work with call
vars
CSCua44869 documentation 3
trace mask for callvariable logging needs to be documented
CSCua25108 outbound
3
Blank CallingDeviceID in any Inbound call to CTISvr drops Dialer
calls
CSCua29106 web.setup
3
Websetup for Logger doesnt define public medium addresss
CSCua36577 outbound
3
baDialer minidump when attempting a call back
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Packaged Contact Center Enterprise Release Notes
Bug Search Tool
Identifier
Component
Severity Headline
CSCua40900 ctios.server
3
EnablementMask incorrect when caller hangs up before NR agent
answers
CSCua40936 ctios.server
3
Wrong CTIOS enablement mask when Silent Monitor ends after
the call
CSCua41675 documentation 3
Database Schema Handbook updates to clarify why null values
CSCua43144 pg.opc
PG OPC does not generate agent outbound option completed tasks
data
3
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.
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 Updates
The latest versions of all documents are available on Cisco.com (CDC) and on DocWiki.
Documentation Feedback
You can provide comments about this document by sending email to the following address:
mailto: [email protected]
We appreciate your comments.
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