cisco unified contact center express release notes, 10.5(1)su1€¦ · cisco unified contact center...

Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1First Published: September 22, 2014

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C O N T E N T S

C H A P T E R 1 Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1 1

Introduction 1

New Features 1

Limitations and Restrictions 2

Caveats 6

Open Caveats 6

Resolved Caveats 7

Obtaining Documentation Support and Security Guidelines 9

Obtaining Technical Assistance 9

Submitting a Service Request 9

Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1 iii

Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1iv

Contents

C H A P T E R 1Cisco Unified Contact Center Express ReleaseNotes, 10.5(1)SU1

• Introduction, page 1

• New Features, page 1

• Limitations and Restrictions, page 2

• Caveats, page 6

• Obtaining Documentation Support and Security Guidelines, page 9

IntroductionThis release note describes the features and caveats for Cisco Unified Contact Center Express Release10.5(1)SU1.

New FeaturesVideo Collaboration with Jabber Guest

Unified CCX 10.5(1)SU1 enables contact center agents to have video calls with their customers with JabberGuest support. For more information see,Cisco Unified Contact Center Express Design Guide, Release 10.5(1)available here:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-implementation-design-guides-list.html

Finesse Browser Support

• Cisco Finesse supports Internet Explorer version 10.

• The Cisco Finesse agent and supervisor desktops support the use of Compatibility View for InternetExplorer version 9, 10, and 11.

Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1 1



Limitations and RestrictionsUnsupported Languages for Chat Transcript Download

The default language of the chat transcript PDF is English for customers whose languages (locales) are notsupported by SocialMiner. The chat transcript PDF supports all languages that SocialMiner supports exceptfor the following:

• Chinese Simplified (zh_CN)

• Chinese Traditional (zh_TW)

• Japanese (ja_JP)

• Korean (ko_KR)

If you type in any of the unsupported languages, the PDF will have a blank line in place of the line that is inthe unsupported language.

Unsupported Websites for Cisco Agent Desktop

The Cisco Agent Desktop-integrated browser does not support websites that use cross-domain Adobe Flash.

Unsupported Options on Finesse for Direct Preview Outbound

Finesse does not support Skip, Skip-Next, Skip-Close, Reject, Cancel Reservation, and Do Not Call for directpreview outbound calls.

Unsupported Features and Configurations for Progressive and Predictive Agent Outbound

• The Progressive and Predictive Agent Outbound feature is not supported on Cisco Unified BorderElement (CUBE).

• The “Get Reporting Statistic” step is not supported for progressive and predictive agent-based outboundcampaigns.

• Unified CCX does not support the translation or modification of the phone number that it uses to dialoutbound calls. Any “voice translation rules” that are configured in the gateway that modifies the phonenumber are not supported.

You can use either of the following two supported methods to modify a dialed numberin the gateway:

Note

• To remove the initial digits of the phone number, use forward-digits or digit-stripin the dial-peer configuration.

• To add a prefix to the phone number, use prefix in the dial-peer configuration.

• For Outbound campaigns outside North America, additional configuration is required to add thearea-code-to-time-zone mapping. For more information, see the Cisco Unified Contact Center ExpressAdministrationGuide, located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html.

Cisco Unified Contact Center Express Release Notes, 10.5(1)SU12

Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1Limitations and Restrictions

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

• For multi-country Outbound campaigns, area code must also include the country code.

• Unified CCX dialer will dial outbound contacts only if the publisher database is “IN SERVICE” state.

• Finesse does not support the Do Not Call option.

• License usage is not captured in the License Utilization Cisco Unified Intelligence Center report.

• Enable Agent AutoAnswer manually for agent-based progressive and predictive calls when you upgradefrom an older Unified CCX release to 10.5(1)SU1 release.

Unsupported Configuration for IPv6

• Cisco Unified Communications Manager does not support SIP IPv6 signaling over User DatagramProtocol (UDP) where the maximum transmission unit (MTU) is greater than 1500. To ensure that youdo not experience intermittent call failure, change the transport protocol to TCP.

For more information, see the “Important Notes” section of the Release Notes for Cisco UnifiedCommunications Manager , Release 10.5(1) , located at:

http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-release-notes-list.html

Also, see “CSCuo71306” for details on this limitation.

• Use Cisco IOS version 15.3(3)M3 for voice gateway. For more information, see “CSCul43754”.

Unsupported Configurations and Scenarios for Unified CCX

Unified CCX does not support the following configurations:

• Shared lines for CTI ports and CTI route points.

• Expansion servers, except for Automatic Speech Recognition (ASR), Text-To-Speech (TTS), SocialMinerand MediaSense, which must be separate, dedicated servers.

• ICD call answer/transfer using any third-party attendant console desk software.

• Use of “Place Call Step” to generate a call and thereafter placing this call in a queue within the samescript.

• SIP REFER between a switchboard and Unified CCX if the transfer is completed after the call has beenanswered on the Unified CCX CTI port because of media reestablishment issues.

• During TTS prompt playback, if the call is put on hold and then retrieved, the prompt does not continuefrom the position at which it was left.

• Use of “Consult Transfer/Redirect Step” from scripts to a translation pattern that maps back to a routepoint.

• Use of “Place Call Step” to invoke or dial into “MeetMe” conferences.

Unsupported Actions for Unified CCX Agents

Use of the following softkeys on a Cisco Unified IP Phone is not supported:

• Barge

• cBarge





• DND

• GPickup

• iDivert

• MeetMe

• Park

• Pickup

Unsupported and Supported Configurations for Agent Phones

Unsupported Configurations for Agent Phones

The following configurations are not supported for agent phones:

• Two lines on an agent phone that have the same extension but exist in different partitions.

• Unified CCX extension that is assigned to multiple devices.

• Configuring the same Unified CCX extension in more than one device profile, or configuring the sameUnified CCX extension in any combination of device profiles and devices. (Configuring a Unified CCXextension in a single device profile is supported.)

• In the Unified Communication Manager Administration Directory Number Configuration web page foreach Unified CCX line, setting Maximum Number of Calls to a value other than two.

• In the Unified Communication Manager Administration Directory Number Configuration web page foreach Unified CCX line, setting Busy Trigger to a value other than 1.

• Configuring a CiscoUnified IP Phonewith Secure Real-Time Protocol (SRTP) for use in silent monitoringand recording.

• No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension ofan agent.

• The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX routepoint.

• Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.

• Configuring the Unified Communication Manager intercom feature.

• Configuring the hold reversion feature.

• Agent extensions cannot be added to hunt lists/groups. If an agent has only one line, then the agent phonecan not be part of a hunt list/group. In the case of multiple line, none of the monitored lines should bepart of the hunt group. For more details on multiple lines support and number of monitored lines, seetheCiscoUnified Contact Center Express DesignGuide, located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html.

• The following operations are not supported in Cisco Agent Desktop/Cisco Supervisor Desktop if youare using Cisco TelePresence EX 60 and EX 90 as agent phones:

• Conference and transfer

• Desktop monitoring and recording

• Barge in and Intercept



http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html

However, you can perform all the call operations such as conference, transfer, barge in and Interceptfrom EX 60/90 phones.

• Video operations are not supported in Cisco Agent Desktop/Cisco Supervisor Desktop if you are usingCisco Jabber for Windows as agent phone.

Supported Configurations for Agent Phones

To determine the phone devices that are supported by Cisco Agent Desktop and for use by Cisco Unified IPPhone agents, see the Compatibility Matrix for Unified CCX, located at:

http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX

The following configurations are supported on agent phones:

• A Unified CCX extension that is configured on a single device (but not on multiple devices).

• AUnified CCX extension that is configured in a single device profile (but not in multiple device profiles).

• Multiple agents sharing the same Unified CCX extension, which you can set up as follows:

• Configure the Unified CCX extension to a single phone (not in a device profile).

• Associate the phone with all the agents who will use this extension.

• Select the appropriate directory number (DN) as the Unified CCX extension for each agent.

In this configuration, only one agent at a time can be logged in.

All agents who currently have the Unified CCX extension to be shared must log out before you configureadditional agents to share that extension.

Note

Unsupported Features in Unified Communications Manager and Cisco BE 6000

The following Unified Communications Manager features are not supported by Unified CCX. These featuresare disabled by default and should not be enabled for Unified CCX. For more information about these features,see Unified Communications Manager documentation, located at:

http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html

• Block External to External Transfer.

• DSCP IP CTIManager to Application service parameter.

You can enable this service parameter for Unified Communications Manager but it does not affectUnified CCX.

• Advanced Ad Hoc Conference Enabled service parameter.

• Drop ad hoc conference when creator leaves.

• Signaling (QSIG) Path Replacement (PR).This feature must be disabled when Unified CCX is deployed. To disable this feature, set the UnifiedCM service parameters Path Replacement Enabled and Path Replacement on Tromboned Calls to False.

• Forced Authorization Code and Client Matter Code.



http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX

http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html

Because these features can be enabled per route pattern, you should turn them off for all route patternsin the Unified Communications Manager cluster that Unified CCX might use. Enabling these featuresfor route patterns that Unified CCX does not use does not affect Unified CCX.

• Multilevel precedence and preemption (MLPP).

You can enable this feature for devices in the cluster that do not interact with Unified CCX.

• Do not use Unified CM Administration to add or change CTI ports or route points that are used byUnified CCX or application users that are created by Unified CCX.

Caveats

Open CaveatsThis section lists all caveats that are open for this release.

Table 1: Unified CCX

HeadlineIdentifier

Multiple Vulnerabilities in OpenSSLCSCup24073

UCCX: Prompt after Call Unhold Step is truncated by 2-3 secondsCSCuq42288

Document Manager in PartialCSCuq50177

Script Editor does not login when using server nameCSCuq83669

TotalProcessesAndThreadsExceeded needs to be modified for UCCX 10.5CSCuq84179

UCCX/IP-IVR 8.5 Bottleneck at 333 Active CallsCSCuq84976

Translation of agent Finesse to Dutch is wrongCSCuq95205

Table 2: Finesse

HeadlineIdentifier

finesse.js has an issue with namespacing of ConverterCSCuq28047

RequestId not published in XMPP event when agent change state w diff RCCSCuq36379

Finesse desktop Cross site scripting (XSS)CSCuq73975

Table 3: Unified Intelligence Center

HeadlineIdentifier

CUIC: defaultUserGroup Passed In User API Is OverwrittenCSCuq58980


Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1Caveats

HeadlineIdentifier

UCCX: CUIC Email Reports Contain Data for Incorrect DateCSCup66824

Resolved CaveatsThis section lists all caveats that are resolved for this release.

Table 4: Unified CCX

HeadlineIdentifier

CUIC - Priority Summary Activity - Error (RMG)CSCuo96939

CLI command shows inactive version as NACSCup01639

UCCX: 10.5 System Parameters page lists MCS hardware modelsCSCup11254

IVR progressive campaign with LPP as 1 have abandoned callsCSCup11626

Live data Reports has Inactive Resource Value List values for AgentIDCSCup13049

Data synch-up is not happening once CDS is disabled and enabledCSCup15340

Config notifications taking long time in island mode due to failed RMICSCup18347

Trigger ASCII Alerting Name should not allow reserved JTAPI wordsCSCup34745

UCCX IPv6 to set RTP param based on configured preference mode for mediaCSCup37051

CUIC- Schedules configured with SFTP causing OutOfMemory errors at timesCSCup48374

Unable to save 'Edit Default filter'CSCup50710

Engine Heap does not clear MakeCall requests after ProcessingCSCum70497

Data discrepancy between HRC and CUIC for Traffic Analysis in non-GMTCSCua44484

cli cmd show UCCX version doesn't work after RUCSCuo80050

Firefox does not show CUIC 10.0 Permalink in an iFrameCSCup65200

UCCX: Make REST Call Step(HTTPS) does not work with Chained CertificatesCSCuq23003

After SV devices are sending request with IPv6 but CCX and CM is in IPv4CSCuq26061

CUIC Agent Outbound Campaign Summary Report not converted to StockCSCup14432

Inconsistent HR report permissionsCSCup17545

IVR/Agent Campaign Report remaining val does not include retry_with_delayCSCup21018

8.5 - 10.5 RU show UCCX version cli - invalid o/p for inactive versionCSCup30963

"Agent AutoAnswer " is not checked by default while doing upgradeCSCup31963

Remote Terminated Ans-machine call may be reported as customer abandonedCSCup14254


Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1Resolved Caveats

HeadlineIdentifier

Primary Node Switch Version fails during L2 UpgradeCSCuo96619

User permissions issue in CUIC on team creation through RESTCSCup90482

UCCX: Backward Compatibility of UCCX 10.5 with CUCM 9.xCSCup81699

IVR Campaign stops dialing customer records after dialing 15-20 contactsCSCuq56462

cli cmd "utils reset_ui_admin_name" create new users lack admin privilegeCSCup66834

UCCX CUIC: Agent Campaign Value List Appears In Value List TrayCSCuq37589

Trigger ASCII Alerting Name should not allow reserved JTAPI wordsCSCup34745

Smarter failover issue while restarting Cisco Finesse TomcatCSCup22195

UCCX: Stuck contact cause NumberFormatException in Midnight Stats ResetCSCuq61371

CUIC security admin login ability lost after change of admin userCSCup16883

Security Password Change causes CUIC to stop workingCSCup35870

Scheduled reports in CUIC run on subscriber nodes also post forcedbsyncCSCup41140

Issue with After logging to CUIC with adminCSCuq74212

UCCX Engine crash due to StackOverflowError following conf failureCSCup29544

AXL Authentication Failure Loop during password changeCSCup87807

Data Reync and Data Check will not show the triggers.CSCup14279

Agent Password change causes chat agent login failureCSCuq26370

CCX agent login fails when dual stack is enabled for phones.CSCuq64309

UCCX: Switch-version to 10.5 Fails During BootStrapConfigCreatorCSCup83263

Exported chart is 0 bytesCSCup56172

Codec change fails in IPIVRCSCuq74851

Report is not showing under Unified CCX HistoricalCSCuq71821

HR IVR OBCampaignSummary includes data beyond specified endtimeCSCup18269

Issue with After logining to CUIC with adminCSCuq74212

UCCX: Unable to display chart on CUIC for CSQ activity reportCSCuq78394

UCCX: Backup Failure After Applying Refresh Upgrade COP version 1.3CSCuq97015

Table 5: Finesse

HeadlineIdentifier

CIM 9.0(2) Gadget and Finesse Version 10 incompatibleCSCuo34735


Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1Resolved Caveats

HeadlineIdentifier

Warning exception repeated in Tomcat Catalina logsCSCup21532

Meta tags in head tag are not rendered in order in gadgetCSCup26212

Finesse wrapup API does not handle single extended ASCII code characterCSCup70092

Finesse.js doc does not include ClientServices.registerOnConnectHandler()CSCup82687

Agent was logs out from the session if agent log into another extensionCSCup81268

UCCX refresh upgrade from 8.5 to 10.5 failsCSCuq04414

Agents with Admin rights to UCCX are unable to login to FineCSCuq09294

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http://www.cisco.com/en/US/support/index.html

In addition, if you have a valid Cisco service contract or Cisco Technical Assistance service contract, contactyour reseller.

Submitting a Service RequestThe TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest


Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1Obtaining Documentation Support and Security Guidelines

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

http://www.cisco.com/en/US/support/index.html

http://www.cisco.com/techsupport/servicerequest


Cisco Unified Contact Center Express Release Notes, 10.5(1)SU1Submitting a Service Request

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