Packaged Contact Center Enterprise 10.0(1) Release Notes
Packaged Contact Center Enterprise Release Notes 10.0(1) 2
Introduction to Packaged Contact Center Enterprise Release 10.0(1) 2
Documentation Changes 2
New and Changed Features 3
System Requirements 8
Caveats 10
Documentation Feedback 12
Revised: April 9, 2014,
Packaged Contact Center Enterprise Release Notes 10.0(1)
Introduction to Packaged Contact Center Enterprise Release 10.0(1)
These release notes describe new features and changes for Release 10.0(1) of Packaged CCE.
Packaged CCE Release 10.0(1) is a major release, and incorporates the following releases:
• Packaged CCE 9.0(1)
• Packaged CCE 9.0(2)
• Packaged CCE 9.0(3)
• Packaged CCE 9.0(4)
Major releases deliver new and updated functionality.
Documentation Changes
The following table lists the documents that have title changes, new chapters, or are new documents for this release.
Document
Installing and Configuring Cisco Packaged Contact Center
Enterprise
Change
• New Upgrade chapter.
• Name change: Cisco Packaged Contact Center Enterprise
Installation and Upgrade Guide.
Cisco Packaged Contact Center Enterprise Administration
Guide
• Reporting chapter moved to Cisco Packaged Contact
Center Enterprise Reporting User Guide.
• Name change: Cisco Packaged Contact Center Enterprise
Administration and Configuration Guide.
Cisco Packaged Contact Center Enterprise Developer Reference
Cisco Packaged Contact Center Enterprise Product
Specifications Guide
2
• Now available in both online help and PDF on the Cisco
Developer Network.
• Name change: Cisco Packaged Contact Center Enterprise
Design Guide.
Document
Cisco Packaged Contact Center Enterprise Optional Features
Guide
Change
• New Agent Request chapter.
• Name change: Cisco Packaged Contact Center Enterprise
Features Guide.
Cisco Packaged Contact Center Enterprise Reporting User
Guide
Packaged Contact Center Enterprise Documentation Guide
• New document.
• New document.
New and Changed Features
New Features
Administrators
The Administrator tool replaces the Configuration Manager's User List tool. The Administrator tool is located on the System > Access
menu, and can be used to add, edit, and delete Administrators.
An Administrator can be made read-only.
Note
A user must have a login account in the domain before he can be added as an administrator.
An administrator must be assigned one of four built-in roles or a custom role. These roles specify which menus and tools an administrator
sees.
When you add or edit administrators, you can select one or multiple departments and associate the administrator with those departments.
For more information about administrators, see the Packaged CCE Administration Guide.
Departments
The System > Access menu now has a Departments tool for creating, editing, and deleting departments to organize your contact
center to align with the enterprise it supports.
A contact center for a hospital might create departments for Surgery, Radiology, Obstetrics, and other operational units. A contact
center for a university might create departments for Admissions, Alumni, and Registration. Departments are not required.
When you create many objects, you see a drop-down list for selecting a department. This drop-down is not populated until you have
created departments. Selecting no department gives an object "global" status (assigned to no department).
The department association controls the relationship one object can have to another:
• An agent in Department One can be added to a Team or Skill Group that is in Department One or to any global Team or Skill
Group.
• An agent in Department One cannot be added to a Team or Skill Group that is in Department Two.
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• A global agent can be added to any Team or Skill Group.
An administrator can be "global" or can be assigned to multiple departments. The administrator's department association controls her
access and actions:
• An administrator for Department One can see and modify all objects in Department One. She can see—but cannot modify—global
objects.
For example, she can create an agent in Department One and associate that agent with global attributes.
• A global administrator can see and modify all objects in all departments, as long as those objects are allowed for her role.
The search option now allows you to search for items in specific departments as well.
For more information about departments, see the Packaged CCE Administration Guide.
Roles
The Role tool replaces the Configuration Manager's Feature Control Set List tool. The Role tool is located on the System > Access
menu and can be used to create, edit, and delete roles.
Roles specify which menus and tools an administrator can see and use. An administrator can be assigned one of four built-in roles
or a custom role. An administrator who has no role cannot sign in.
The built-in roles are hierarchical in that each role contains the access rights of the roles beneath it. You cannot alter the feature access
for the built-in roles, but you can create additional roles to define customized sets of feature access.
For more information about roles, see the Packaged CCE Administration Guide.
System Deployment
Deployment changes are performed in the System > Deployment tool. The System Inventory is a visual display of the Virtual
Machines (VMs) on Side A, the Gateways, the VMs on Side B, and the optional machines on your deployment.
Use the system inventory gadget to:
• Auto detect machines on side A and side B.
• Add external machines.
• Perform additional validation of voice configuration rules.
• Validate that CCE services are running correctly.
• See System Validation, which shows each Packaged CCE specification rule, the actual value on your system, and the validity
of your system with respect to the rule.
Log Collection
Use the Log Collection tool to collect logs for Unified CCE, Unified CVP, and Unified Communications Manager. You can select
individual or multiple components for log collection, and specify the start and end time for the logs.
You can run one log collection at a time. The logs for all selected components are consolidated into a single zip file, which you can
download once log collection is complete.
Multi-edit Functionality
You can now edit skill group membership for up to 50 agents at once. Using the Agent tool, select multiple agents and then select
the skill groups to add and remove from those selected agents. See the Packaged CCE Administration Guide for more details.
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Multi-delete Functionality
You can now multi-delete items from within a gadget. Check the items to delete using the check boxes in the summary table, and
then click Delete at the top of the table. See the Packaged CCE Administration Guide for more details.
RAID Config Validation Utility
Release 10.0 introduces a RAID Config Validator utility. Download this utility from http://software.cisco.com/download/
type.html?mdfid=284360381&i=rm to ensure that your datastore configuration is correct. For more information, see the Packaged
CCE Installation and Upgrade Guide.
VMware Setting Utility
For customers who are upgrading from Release 9.0 to Release 10.0, Release 10.0 requires that you download and run the new VMware
Settings utility. This utility updates VMware settings to match the latest OVA requirements. Download this utility from http://
software.cisco.com/download/type.html?mdfid=284360381&i=rm. For more information, see the Packaged CCE Installation and
Upgrade Guide.
Support for SIP Proxy (CUSP) for Outbound Dialer
Proxy/Cisco Unified SIP Proxy (CUSP) is now supported with Outbound Option Dialer for managing multiple egress gateways.
Support for Cisco Unified Border Element for Outbound
Cisco Unified Border Element is supported for Outbound Option. You must disable the CPA on the terminating network or the voice
gateway.
Live Data Reporting
The Live Data Reporting System, which co-resides with Cisco Unified Intelligence Center (CUIC), is a new reporting data framework
that processes real-time events with faster refresh rates and high availability for Packaged CCE reports. The Live Data System
continuously pushes data to CUIC reporting clients, and reports are updated as the events occur. Two new reports take advantage of
the Live Data service:
• Agent Real Time Report
• Agent Skill Group Real Time Report
Agent Request
The Agent Request feature allows you to initiate a request from the Web to receive a return call from a Cisco Unified Contact Center
Enterprise (Unified CCE) agent. Cisco SocialMiner and Unified CCE work in concert to process the request from its inception through
the receipt of the callback.
The SocialMiner Callback API allows callback applications (or application developers) to forward a customer request to CCE for a
return phone call from a contact center agent (a call back). The API works in conjunction with the callback feed, campaigns, and
CCE notifications.
For additional details about Agent Request, refer to the Cisco Unified Contact Center Enterprise Features Guide.
UCS C240 Server Support
The Packaged CCE deployment now supports both the Unified Computing System (UCS) C260 M2 TRC#1 and C240 M3S TRC#1
servers for existing deployments.
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Note
Only the UCS C240 M3S TRC#1 server will be available for new Packaged CCE orders.
To ensure that your server firmware is current, go to http://www.cisco.com/cisco/software/
type.html?mdfid=283862072&catid=282558030.
For more information about the C240 M3S TRC#1 server specifications, refer to the Packaged CCE Design Guide.
Changed Features
System Menu
Tools within the System menu now provide functionality that was previously available in PG Explorer.
The System menu, formerly named the Settings menu, has two sub-menus, each with options:
• General: Information, Settings, Deployment, Agent Trace, and Log Collection
• Access: Administrators, Departments, and Roles
General > Information
This tool has three tabs:
• General shows Deployment Type and Unified CCE Version. This is identical to the information on the Home tool.
• Capacity Info shows the Packaged CCE capacity limits, your current capacity, and the percentage of the maximum that your
system is using.
• Peripheral Gateways shows details about the Peripheral Gateways and peripherals in your deployment.
General > Settings
This tool has three tabs:
• General shows you the Deployment Type (use the General > Deployment tool to change the deployment type), shows
display-only Congestion Control treatment mode and call capacity, and shows and allows you to change the number of retained
script versions.
• Agent has fields for you to configure defaults for Desk Settings, Username case sensitivity, Minimum Password Length, Agent
Phone Line Control (single line or all lines), and Non-ACD Line Impact if All Lines is configured.
• Call Reporting has fields for you to configure defaults for Bucket Intervals, Call Type, Service Level Type, Service Level
Threshold, Abandon Call Wait Time, Answered Short Call Threshold, and Reporting Interval.
General > Deployment
This tool allows you to change Deployment Type.
General > Agent Trace
This tool, which allows you to track and report on every state an agent passes through, has not changed.
Access > Administrators
Packaged CCE now supports multiple administrators. This Administrator tool allows you to create, edit, and delete them.
Access > Departments
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This Department tool allows you to create, edit, and delete departments to organize your contact center to align with the enterprise
it supports.
Access > Roles
The Roles tool allows you to create, edit, and delete roles.
System deployment information
Deployment changes are performed in the System > Deployment tool. The System Inventory is a visual display of the Virtual
Machines (VMs) on Side A, the Gateways, the VMs on Side B, and the optional machines on your deployment.
System Override
Fields in four tools now default to show the global configuration that is set in the System Settings tool. You can override the global
setting for any individual agent, skill group, call type, or precision queue.
Tool
Fields
Agents
Desk Settings
Skill Groups
Bucket Intervals
Service Threshold Type
Call Types
Service Level Type
Service Level Threshold
Bucket Intervals
Precision Queues
Bucket Intervals
Virtualization Support for SPAN-Based Silent Monitoring
SPAN based silent monitoring service should be installed on UCS-C series servers version 5.1 for mobile and non-mobile agents.
For more information, refer to the CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
Bulk
Use bulk jobs to create, edit, and delete multiple items in a single operation, based on the data specified in a content file. You can
now perform these functions using Bulk templates:
• Bulk create: You can create multiple agents, dialed numbers, call types and skill groups (subject to rules for global and
departmental administrators)
• Bulk update: You can updated multiple call types, skill groups, agents, and dialed numbers.
• Bulk delete: You can delete multiple dialed numbers, agents, call types, and skill groups.
See the Packaged CCE Administration Guide for more details.
OVA Files
All OVA filenames have changed for release 10.0. Download the CCE-PAC-M1-OVA-v10x.zip file from http://cisco.com/en/US/
products/ps12586/tsd_products_support_series_home.html.
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Golden Template Process
The Golden Template process now allows export and import of an OVF template, and the manual steps to create floppy disk images
for VOS templates are now performed automatically by the Golden Template tool. See the Packaged CCE Installation and Upgrade
Guide for more information.
System Requirements
Hardware Requirements for C Series
The Packaged CCE deployment at the customer site must run in a duplexed environment with a pair of Unified Computing System
(UCS) servers. These servers are referred to as Side A Host and Side B Host.
Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and C260 M2 TRC#1 servers for existing
deployments. Only the UCS C240 M3S TRC#1 is available for new Packaged CCE orders.
C240 M3S: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C240_M3S_.28SFF.29_TRC.231
C260 M2: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#C260_M2_TRC.231
VMware Hosting
ESXi 5.1 with VM Version 8 is required.
Base Configuration and Utility Tools
Software
Notes
Download
CCEPACM1BaseConfig10x.zip
This software automatically configures certain Go to the Download Software page at
elements needed for every PCCE deployment http://software.cisco.com/download/
type.html?mdfid=284360381&i=rm.
Click the link for Configuration Scripts.
Then select the zip file for the Base
Configuration script.
Domain_Update_Tool.zip
This tool is required after installing the base
Go to the Download Software page at
configuration to modify the domain name stored http://software.cisco.com/download/
in the database.
type.html?mdfid=284360381&i=rm.
Click the link for Configuration Scripts.
Then select the utility to modify the
domain name.
Cisco Systems Contact Center Components
For both golden templates and direct installs, you must install the following Cisco Systems applications.
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To do this, order DVDs from Cisco Systems. Create ISOs from each DVD, and install the software from the ISOs.
Component
Major Release Version
Operating System
Unified Contact Center Enterprise
10.0 and later maintenance releases
Microsoft Windows
Unified Customer Voice Portal
10.0 and later maintenance releases
Microsoft Windows
Unified Communications Manager
Unified CM 10.0(1) and later
maintenance releases
Linux-based Unified Communications
Operating System
Unified CM 9.1(1) and later
maintenance releases
Unified Intelligence Center
10.0 and later maintenance releases
Linux-based Unified Communications
Operating System
Cisco Finesse
10.0 and later maintenance releases
Linux-based Unified Communications
Operating System
Optional:
Cisco Unified E-Mail Interaction Manager/Web Interaction Manager - 9.0 and later maintenance releases
Cisco SocialMiner - 10.0 and later maintenance releases
Cisco MediaSense - 10.0 and later maintenance releases
Third-party software
Software
Version
Microsoft Windows Server 2008 Service Pack 1
R2 Standard Edition
Notes
Used for:
• Unified CVP Server
• Unified CVP OAMP Server
• Unified CVP Reporting Server
Microsoft SQL Server 2008 R2
x64 Standard Edition
Service Pack 1
Used for Unified CCE Data Server
Anti-Virus
One of:
Required for all applications that run on the
Windows platform.
• Symantec Endpoint Protection 12.1
• Trend Micro Server Protect version
5.8
• McAfee VirusScan Enterprise 8.8i
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Software
Version
Notes
Microsoft Excel
Release 2003 or later
Microsoft Excel Release 2003 or later is used
to provide the input data for the datasheet used
for the automation. For more information, see
Complete Automation Spreadsheet.
Internet Explorer
9.0
Unified Contact Center Domain Manager
(CCDM), Cisco Finesse Agent Desktop, and
Unified Intelligence Center reports.
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 Enter
or click Search.
Open Caveats
Caveats listed in these tables are open Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identified
by customer-use. These include caveats specific to Packaged CCE as well as Unified CCE caveats that have an impact on Packaged
CCE.
Identifier
Severity
Component
Headline
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
CSCtr26877
3
web.setup
CTI OS client uninstall fails with an error
CSCui98226
3
outbound
Personal Callback stuck in Call Status 'A' with Call
Result '0'
CSCum03603
3
pg.opc
Negative TalkOtherTime value reported
CSCum03732
3
router
EWT Calculation becomes skewed when VRU PIM
resets and recovers
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Note
Some Web Administration features introduced in Packaged CCE Release 10.0 are not available in the
Packaged CCE Lab Deployment model. The Lab Deployment model is meant for internal testing or demo
systems only; it is not meant for production. As the lab model is not a standard deployment, it does not
include System Inventory information, such as System Status, Notification, and Log Collection.
Resolved Caveats
Caveats listed in these tables are resolved Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identified
by customer-use. These include caveats specific to Packaged CCE as well as Unified CCE caveats that have an impact on Packaged
CCE.
Identifier
Severity
Component
Headline
CSCui54271
2
documentation
Packaged CCE Optional Features guide: MR PG Install
Steps need improvement
CSCua81861
2
web.config.ui
Packaged CCE should have an Ent Route and Ent Skill
Group for Personal Callback
CSCuc01457
2
web.config.ui
Unable to save using CCE Admin tool after changing
distributor host name
CSCuc39208
2
web.config.ui
Packaged Contact Center Enterprise Unable to Add
Supervisor with Alt UPN
CSCtz28912
3
web.config.ui
EnterpriseName in Agent UI isn't useful when selecting
agents in CUIC
CSCuc53737
3
web.config.api
Update CUIC VM Hardware Spec to support CUIC
9.0 for Packaged CCE
CSCud62433
3
ova
Packaged CCE 9.0(2)ES1 Validation using incorrect
value for CUIC CPU Reservation
CSCud89681
3
template
Golden template process does not support CUIC v 9.x
CSCue95184
3
user_interface
CCEADMIN PCCE administration webpage fails to
finish loading
CSCuf65597
3
user_interface
Need a way to track config changes in Packaged CCE
CSCuh52269
3
web.config.ui
Webconfig timeout error making config changes when
AD is slow
CSCui04823
3
documentation
Packaged CCE CVP Reporting Restrictions Spec
Update
CSCui39167
3
web.config.ui
Unified CCE web login is allowed to Supervisors
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Identifier
Severity
Component
Headline
CSCui71941
3
dbconfig
Packaged CCE doesn't allow supervisor with dash in
domain name
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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