Packaged Contact Center Enterprise 10.5(1) Release Notes

Packaged Contact Center Enterprise Release Notes 10.5(1) 2

Change History 2

Introduction to Packaged Contact Center Enterprise Release 10.5(1) 2

New and Changed Features 3

Deprecated Features 6

Caveats 6

Documentation Feedback 9

Revised: September 25, 2015,

Packaged Contact Center Enterprise Release Notes 10.5(1)

Change HistoryThis table lists changes made to this document since the initial release. Earliest changes appear in the bottom rows.

LinkDateChange

New Features, on page3

September, 2015Added support for Nexus 1000V and VMware vNetwork Distributed Switch.

Added support for Exony VIM Reporting.

New Features, on page3

Deprecated Features, onpage 6

June, 2015Added support for the Remote Expert Mobile and Remote Expert Branchdeployments of Video Contact Center.

Remote Expert Mobile Basic has been renamed Video Contact Center withJabber Guest.

Added deprecation notice for the Golden Template tool.

New Features, on page3

October, 2014Added support for Video Contact Center.

New Features, on page3

September, 2014Added support for the UCS B-Series Fabric Interconnects Validation Tool.

June, 2014Initial release

Introduction to Packaged Contact Center Enterprise Release 10.5(1)These release notes describe new features and changes for Release 10.5(1) of Packaged CCE.

Packaged CCE Release 10.5(1) is a minor release. Details of the features included in this release are available in the relevant end-userdocumentation, which are located 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.

Packaged CCE 10.5(1) shares the samemedia kit as Unified CCE 10.5(1) which includes some componentsnot supported in a Packaged CCE deployment. In addition, the 10.5(1) media kit contains componentsthat are release 10.0(1) which is not used for Packaged CCE 10.5(1) deployment. Use only release 10.5(1)software when deploying Packaged CCE 10.5(1).

Attention

2

New and Changed Features

New Features

VMware vNetwork Distributed Switch and Nexus 1000V Support

Packaged CCE now supports the VMware vNetwork Distributed Switch and Cisco Nexus 1000V Switch for VMware vSphere.

For more information, see the Virtualization for Cisco Packaged CCE DocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.

Exony VIM Support

Packaged CCE now supports ExonyVIM for reporting only. Your Packaged CCE deploymentmust include an External AW-HDS-DDSto use Exony VIM reporting.

Provisioning is not supported.

Video Support

Packaged CCE now supports video calls (Video Contact Center). To enable this functionality, install the Packaged CCE ES update# ICM10.5(1)_ES7, available at http://software.cisco.com/download/release.html?mdfid=284360381&softwareid=284503841&release=10.5(1)_ES7&relind=AVAILABLE&rellifecycle=&reltype=latest.

Packaged CCE supports the following Video Contact Center capabilities:

• Caller to agent video

• Video on Hold (agent-initiated)

• Video in QueueVideo in Queue is an optional Basic Video feature in Cisco Unified Customer Voice Portal that plays videos before and whilea caller is in queue. Video in Queue allows the caller to interact with the Unified CVP through high-definition video prompts,and to navigate a video menu using DTMF keys.

• Cisco MediaSense video call recording

• Video Contact Center with Jabber Guest (formerly Remote Expert Mobile Basic)

Callers outside the enterprise's network use a Cisco Jabber Guest browser client to engage in video calls with agents. Unregisteredcallers can make calls using standard browsers such as Internet Explorer, Safari, and Chrome on PC or Mac computers, or viatablets and smartphones.

• Remote Expert Mobile

Callers outside the enterprise's network engage in web-based video chats or expert assist sessions with agents. Unregisteredcallers canmake calls using standard browsers on PC orMac computers, or tablets and smartphones. Remote Expert ApplicationServer andMedia Broker components provide expert assist functionality, including co-browsing, screen sharing, remote control,annotation, content and URL push, and assisted form completion.

For all information about the Remote Expert Mobile deployment, see the Cisco Contact Center Solutions and UnifiedCommunications 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.

• Remote Expert Branch, including Immersive and Kiosk

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Support for HD TelePresence video endpoints has also been added.

For more information, see the Packaged Contact Center Enterprise Design Guide.

B-Series Hardware Supported

For fresh installs, Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and the B200 M3TRC#1. For upgrades, Packaged CCE continues to support both the Unified Computing System (UCS) C240 M3S TRC#1 and C260M2 TRC#1 servers.

For more information, see the Packaged Contact Center Enterprise Design Guide.

UCS B-Series Fabric Interconnects Validation Tool

Packaged CCE now offers this validation tool to perform checks on currently deployed UCS B-Series Fabric Interconnect clustersand determine compliance with Packaged CCE requirements. To use this tool, follow the directions on the validation tool wiki pageat http://docwiki-dev.cisco.com/wiki/Packaged_CCE_UCS_B-Series_Fabric_Interconnects_Validation_Tool.

ESXi 5.5 Support

Packaged CCE now supports ESXi 5.5. For more information, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html.

Log Collection Enhancement

CUIC and Finesse log are now included in the log collection. A progress indicator also shows the status of the log collection inprogress.

Simplified Trace Management

Packaged CCE now offers easy-to-follow trace level management for on-box VMs.

Product Version

Product version is now visible in system inventory.

New Media Routing Peripheral Interface Managers (PIM)

The MR PG now accommodates up to four PIMs:

• One Outbound PIM

• A Multichannel PIM for SocialMiner

• A Multichannel PIM for E-Mail Interaction Manager / Web Interaction Manager

• A Multichannel PIM for a third-party multichannel application

For more information, see the Packaged Contact Center Enterprise Design Guide.

New Live Data Reports

Packaged CCE has added two new Live Data reports:

• Precision Queue: Shows a summary for all agent activity for each precision queue.

• Skill Group: Shows a summary for all agent activity for each skill group.

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For more information, see Packaged Contact Center Enterprise Reporting User Guide.

Copy Agents

You can now create a new agent by copying an existing agent record.

Multi-Edit Functionality

Using the Agent tool, you can now edit the description, desk settings assignment, and/or team membership for up to 50 agents atonce. The agents must all belong to the same department or all be global agents.

Demo Capabilities

The following features can be enabled in Packaged CCE Lab mode:

• System Inventory, available in the Deployment tool

• Log Collection

• Live Data

To enable these features, follow the directions on the Packaged CCE Lab Only Deployment Information wiki page at http://docwiki.cisco.com/wiki/Packaged_CCE

Changed Features

Server Status Updates

The Status rules are now categorized for easier management, and span all virtual machines in the deployment. New details describethe rule state, and aid in debugging.

Additional heath checks are performed as well, including CPU, Memory, Disk Usage, and data store latency.

Supported Attributes Per Precision Queue

The number of unique attributes per precision queue has increased to 10.

Supported Call Types

Packaged CCE now supports up to 2000 configured call types.

Concurrent Agent Limits Removed

Limits for the number of concurrent agents for Outbound and Multichannel are removed. Any of the 1000 agents can be used forInbound, Outbound, or Multichannel as long as the total system load remains under the capacity defined in the Packaged CCEDesignGuide.

Mobile Agent With Agent Greeting

If you are using Mobile Agent with Agent Greeting on Cisco Unified Communications Manager, you must install the UnifiedCommunications Manager Engineering Special 10.5(1.11002-1). For more information, see CSCuo83514.

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Disable Agent Queue Statistics Gadget

The Agent Queue Statistics gadget (QueueStatistics.jsp) is enabled by default in the default desktop layout XML code. However,this gadget is not supported for the Agent role in Packaged CCE deployments. The Live Data Reports gadgets provide equivalentfunctionality for the Agent role. To disable this feature, see the Packaged CCE Installation and Upgrade Guide.

Deprecated Features

Golden Template Tool for Packaged Contact Center Enterprise

The Golden Template tool for Packaged CCE is deprecated beginning in Release 10.5(1). No further engineering development willoccur on the Golden Template tool, and support for the tool will be removed in a future release.

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 Enteror 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 identifiedby customer-use. These include caveats specific to Packaged CCE, as well as Unified CCE caveats that have an impact on PackagedCCE.

HeadlineComponentSeverityIdentifier

Dialer Stuck Port handling sometimes causes Dialer exitoutbound2CSCup13112

Campaign Manager Exception after Importoutbound3CSCuo78811

BA Import process exit due to exceptionoutbound3CSCuo78834

Dialer exits due to Exception in GetCallResultsoutbound3CSCuo78851

Resolved Caveats

Caveats listed in these tables are resolved Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identifiedby customer-use. These include caveats specific to Packaged CCE as well as Unified CCE caveats that have an impact on PackagedCCE.

HeadlineComponentSeverityIdentifier

UCCE Directory Traversalserviceability.snmp1CSCun25262

i18n LiveData should use the escape sequence to query CUIC dblocalization1CSCuo12453

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HeadlineComponentSeverityIdentifier

Port 443 must be open to allow the Dataservers/AWs to login toeach ESXi host

documentation2CSCum21224

Reports continue to run impacting performance after initiator isclosed

db.HDS2CSCuj34958

OPC assert while updating agent configurationpg.opc2CSCul52657

Agent Login in Voice MRD logs out the Agent from Non-VoiceMRD

pg.opc2CSCul97333

SIP Dialer receives 480 Temporarily Not Available leading tomemory leak

outbound2CSCum55458

Status information is not reflecting properly inCONTACT-CENTER-APPS-MIB

serviceability.snmp2CSCum58022

Chinese/Russian chars lost in db when starting services after upgradedb.logger2CSCum61972

Diagnostic framework stops returning CCE performance counterinfo

serviceability.snmp2CSCum87751

MIB not updating Pim status correctly in PimTableserviceability.snmp2CSCun13065

CISCO-CONTACT-CENTER-APPS MIB not responding inperformance setups

serviceability.snmp2CSCuo21155

Import doesn't work for outbound optionoutbound2CSCuo33133

Dialer asserts during personal call back load.outbound2CSCuo34176

EMS / tracing doesn't work for some tools.tools2CSCuo58829

baImport Fails to successfully process dialing list from tabledb.logger2CSCuo59447

Agents in idle state for some campaigns for unexpectedly long idletime

outbound2CSCuo67394

SIP Dialer asserts due to CTI failed eventsoutbound2CSCuo67412

SIP Dialer Exception after SIP Refer Rejectoutbound2CSCuo78770

CCE with CCM CTI Port SIP Messaging problemcp-sip-trunk3CSCuo83514

PCCE External AW/HDS/DDS CUIC Configurationdoc3CSCuo51523

Adding a Precision Queue fails when there is a non-deleted CUCMPG

web.config.ui3CSCuo76339

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HeadlineComponentSeverityIdentifier

UnSuccessful upgrade of ICM installer due to lock on DLLs inicm\bin

install3CSCua27924

Personal Callback stuck in Call Status 'A' with Call Result '0'outbound3CSCui98226

SIP Dialer does not include ANI with Personalized Call Backenabled

aw.tools3CSCuj83623

Negative TalkOtherTime value reportedpg.opc3CSCum03603

Multiple CUIC localization (Russian) issuesreporting3CSCum15650

SIP Dialer 9.0 sends "BYE" before the CPA 2nd update form VoiceGateway

outbound3CSCum25145

Installer sets wrong registry valuesinstall3CSCum26452

User password is unencrypted in the CTI OS client logsctios.client3CSCum29818

Agent Team Real Time shows duplicate rowsreporting3CSCum48724

Call Type Queue Interval reports incorrect number of Calls Handledreporting3CSCum48742

Append mode affected after UCCE upgrade due to a SQL syntaxchange

outbound3CSCum68965

Agent Login Logout Report Missing Skill Group Datareporting3CSCun18992

CTIOS agent statistics resetting at 23:30pg.opc3CSCun45252

Supervisor losing Queue Statistics if last agent in Team logs outctios.server3CSCun66241

ICM SNMP MiBs shows the same value for CallsInQueue andCallsInProgress

router3CSCun70811

t_Peripheral_Real_Time table is not updating CallsOfferedHalfpg.opc3CSCun70949

The attribute filed in Agent real time report does not show any datareporting3CSCun76233

CUIC Distributed denial-of-service vulnerability on NTP serverreporting3CSCun84943

Active Call Count in Portico not showing accurate numbercg.ctiserver3CSCun92195

Reporting User Guide Precision Queue interval all field OLHcorrected

documentation3CSCuo26062

Import rule update failed in clgroutbound3CSCuo30802

CUIC v9.1.1 Report Template missing Historical TR Infodocumentation3CSCuo32820

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HeadlineComponentSeverityIdentifier

CTI Server Agent Configuration Change Event has errorcg.ctiserver3CSCuo38950

Router crashes when a dialed number is deleted.router3CSCuo44847

PCCE External AW/HDS/DDS CUIC Configurationdocumentation3CSCuo51523

Error (Unable to perform operation. Error Code: CTI-78 whiletransfer

pg.cucm3CSCuo51951

Transitional Agent Not Rdy Hist Report shows 2 lines per agentreporting3CSCuo52562

TCD and Script Editor numbers will be different when call typeschange

scripteditor3CSCuo60764

SLAns should not include the call passing the service level thresholdreporting3CSCuo66787

Callback records marked by dialer with code 25 are not being dialedback

outbound3CSCuo75796

Adding a Precision Queue Fails When There is a Non-DeletedCUCM PG

web.config.ui3CSCuo76339

Precision Queue Efficiency Drilldown loses PQ and Date criteriareporting3CSCup16106

Documentation FeedbackYou can provide comments about this document by sending email to the following address:

mailto: ccbu_docfeedback@cisco.com

We appreciate your comments.

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