Release Notes for Cisco Finesse Release 9.0(1)

Transcription

1 These release notes provide the following information. You might need to notify your users about some of the information provided in this document. Introduction, page 1 Hardware and Software Specifications for Cisco Finesse Release 9.0(1), page 1 Related Documentation, page 2 Cisco Finesse Installation, page 3 Cisco Finesse Log Files, page 3 Cisco Finesse Applications, page 4 New and Changed Features, page 4 Important s, page 8 Open Caveats in this Release, page 9 Resolved Caveats in this Release, page 10 Documentation Feedback, page 11 Introduction These release notes describe new features, requirements, restrictions, and caveats for Cisco Finesse Release 9.0(1). Before you install Cisco Finesse, we recommend that you review this document for information about issues that may affect your system. Hardware and Software Specifications for Cisco Finesse Release 9.0(1) Agent Phones: Agent phones can be Cisco IP hard phones or Cisco IP Communicator soft phones. 1

2 Related Documentation This release does not support 89xx and 99xx series phones. Multiline is not supported and must be disabled on all phones. API Software: You can run API requests and view responses using two utilities, which you can download: Pidgin and Poster. Find details in the Cisco Finesse Web Services Developer Guide, which you can open from the Finesse Documentation page on the Cisco Developer Network. Browser Software: The Finesse desktop is qualified to run on Internet Explorer 8.0 on Windows XP (Service Pack 3 or later) or Windows 7. (: The Finesse desktop does not support Compatibility View.) The following table lists the supported platforms and browsers. Operating System Windows XP (Service Pack 3 or later) Windows 7 Browser Internet Explorer 8.0 Internet Explorer 8.0 Recommended Version Version or later Version or later The Finesse Administration Console supports Internet Explorer 9.0 in Compatibility Mode only. If Compatibility Mode is not set, Finesse forces the browser into Compatibility Mode. Only the Finesse Administration Console supports Internet Explorer 9.0. You must use Internet Explorer 8.0 for the Agent/Supervisor Desktop. Cisco Unified Contact Center Enterprise (Unified CCE): Cisco Finesse requires Unified CCE Release 9.0(1). Cisco Unified Communications Manager (Unified CM): Cisco Finesse requires Unified CM Release 8.6(1) or Release 9.0(1). Hardware: Click here for information about the system hardware requirements for Unified Communications servers. For virtualization information for Cisco Finesse, go to for_cisco_finesse Cisco Finesse Release 9.0(1) supports ESXi 5.0 only. Load and Capacity: Finesse is qualified to support up to 1800 agents and 200 supervisors (for a total of 2000 users) per Finesse server pair. Finesse supports up to 30 calls per hour, per agent. Related Documentation Cisco Finesse documentation is available from the Finesse page on Cisco.com: This documentation includes These release notes 2

3 Cisco Finesse Installation The Cisco Finesse Administration and Serviceability Guide The Cisco Finesse Installation and Getting Started Guide Open Source licensing information The Finesse Agent Desktop is designed to be intuitive. It does not require a user guide or online help. Developer information is available from the Finesse page on the Cisco Developer Network (requires sign in with Cisco.com user ID and password): The Cisco Developer Network provides API documentation (Cisco Finesse Web Services Developer Guide), a blog, and forums. Troubleshooting tips for Cisco Finesse are available on DocWiki at: For the most up-to-date documentation for all Cisco Unified Contact Center products, go to the Cisco web page for Cisco Unified Contact Center products: Select Voice and Unified Communications > Customer Collaboration > Cisco Unified Contact Center Products. Cisco Finesse Installation Cisco Finesse is installed on a Virtual Machine and runs on the Cisco Unified Voice Operating System platform, similar to Cisco Unified Communications Manager. This platform does not support navigation into, or manipulation of, the file system. To install Finesse, you must first obtain the Finesse installer and the Cisco Finesse Open Virtual Archive (OVA) file. You can obtain the Cisco Virtual Server (OVA) files needed to create a Virtual Machine from You can find detailed installation instructions in the Cisco Finesse Installation and Getting Started Guide, which you can open from the Finesse Documentation page at prod_installation_guides_list.html. IMPORTANT: DNS client configuration is mandatory for Cisco Finesse. During the installation, you must select Yes on the DNS Client Configuration screen and specify the DNS client information. If you fail to complete this step, after the installation is complete, agents will not be able to sign in to the desktop. You will need to reinstall Finesse. Cisco Finesse Log Files Finesse supports CLI commands for collecting log files. For more information, see the Cisco Finesse Installation and Getting Started Guide, which you can open from the Finesse Documentation page at en/us/products/ps11324/tsd_products_support_series_home.html. 3

4 Cisco Finesse Applications Cisco Finesse Applications Cisco Finesse provides the following applications and tools: A web-based desktop application for agents and supervisors (the Finesse Agent Desktop). Agents and supervisors access the desktop by directing their browser to the following URL: (where hostname is the hostname or IP address of the Finesse server). A web service that provides contact center agent desktop functionality via a REST-like interface (for more information, see the Cisco Finesse Web Services Developer Guide). An administration console for the configuration of system settings (such as CTI server, Enterprise Contact Center server, and cluster settings), wrap-up reasons, and reason codes. Administrators access this console by directing their browsers to the following URL: (where hostname is the hostname or IP address of the Finesse server). CLI access for reviewing and maintaining (stop, start, or restart) services, managing remote accounts, and checking replication status. New and Changed Features The following sections describe the features that are new or have changed for Cisco Finesse Release 9.0(1). Generic PG Support Upgrade Generic PG Support HA over WAN Client-Side Logging Agent Desktop Features in this Release Supervisor Features in this Release Administration Console Changes in this Release New and Changed APIs in this Release New Notifications in this Release Finesse Release 9.0(1) supports a Generic PG with multiple PIMs. Generic PG support was introduced in Cisco Finesse Release 8.5(3) ES1. Previous releases supported a single PIM on a CallManager PG only. Upgrade Cisco Finesse Release 9.0(1) supports upgrade. The only valid upgrade path is from Release 8.5(3) to Release 9.0(1). 4

5 HA over WAN Because Cisco Finesse Release 9.0(1) supports Unified CCE Release 9.0(1) only, if you upgrade Finesse, you must also upgrade Unified CCE to Release 9.0(1). You cannot run Cisco Finesse Release 9.0(1) with an earlier release of Unified CCE. HA over WAN Cisco Finesse Release 9.0(1) supports a wide-area network (WAN) connection between the client PCs (agents) and the Finesse server and between Finesse server components for a maximum of 1000 configured agents and 250 skill groups. Client-Side Logging The client-side logging feature allows agents who experience a problem with the Finesse Agent Desktop to submit logs from the client to the server. An administrator can then obtain the logs to assist in troubleshooting. To submit client logs to the server, an agent clicks Send Error Report. A log file that contains the name of the agent who submitted the logs is created on the server. Agent Desktop Features in this Release Cisco Finesse Release 9.0(1) includes the following new features for the Agent Desktop: Send dual-tone multifrequency (DTMF) digits This feature allows an agent to send a string of DTMF digits during a call. Agents can use this feature to interact with an IVR system (for example, to enter an account number or password. Mobile Agent support Cisco Finesse Release 9.0(1) introduces support for Cisco Unified Mobile Agent. This feature allows an agent to sign in to the CTI server as a mobile agent. A mobile agent uses a PSTN phone and a broadband VPN connection (for agent desktop communications) to function like a Unified CCE agent. Supervisors can also use the Mobile Agent feature. Mobile supervisors can perform all call control functions except for silent monitoring. Outbound support Cisco Finesse Release 9.0(1) introduces support for Outbound Option. Finesse supports Outbound Option as follows: Finesse supports Progressive mode or Predictive mode only. Preview mode is not supported. Finesse supports SIP Dialer only. SCCP Dialer is not supported. The Finesse out-of-the-box desktop does not support scheduling a callback or adding contacts to the Do Not Call list. 5

6 Supervisor Features in this Release Supervisor Features in this Release Cisco Finesse Release 9.0(1) provides the following new features for supervisors: Queue Statistics gadget The Queue Statistics gadget displays a list of queues that the supervisor is responsible for. The gadget provides the following information for each queue: the name of the queue the number of calls waiting in the queue the length of time the oldest call has been waiting in the queue the number of agents assigned to the queue in Ready state the number of agents assigned to the queue in Not Ready state the number of agents assigned to the queue in Talking state on inbound calls the number of agents assigned to the queue in Talking state on outbound calls This number includes agents talking on outbound calls placed by those agents. It does not include agents on Predictive or Progressive Outbound Option calls. the number of agents assigned to the queue in Talking state on internal (consult) calls the number of agents assigned to the queue in Wrap-up Ready (Pending) and Wrap-up Not Ready (Pending) state Wrap-up Ready (Pending) indicates the agent is in Wrap-up state and will transition to Ready state when wrap-up is complete. Wrap-up Not Ready (Pending) indicates the agent will transition to Not Ready state when wrap-up is complete. Force Ready/Logout The Team Performance gadget has been enhanced to enable a supervisor to force a state change on an agent. A supervisor can force an agent on that supervisor's team into Ready state or sign that agent out. Time in state The Team Performance gadget has been enhanced to show the time in state for agents who belong to that team. The Time in State field displays the time in state for all agent states (Ready, Not Ready, Talking, Reserved, Wrap-up) except for Logged Out. Administration Console Changes in this Release The following changes have been made to the Administration Console for this release: 6

7 New and Changed APIs in this Release Contact Center Enterprise CTI Server Settings The Server Settings gadget (for configuring CTI server settings) has been renamed to Contact Center Enterprise CTI Server Settings. The following fields on this gadget have changed: The Primary and Backup Host/IP Address fields have been changed to A Side and B Side Host/IP Address. The Primary and Backup Port fields have been changed to A Side and B Side Port. Contact Center Enterprise Administration & Data Server Settings The Contact Center Enterprise Administration Server Settings gadget has been renamed to Contact Center Enterprise Administration & Data Server Settings. The following fields on this gadget have changed: The Port field has been changed to Database Port. The Database name field has been changed to AW Database Name. New and Changed APIs in this Release The following Web 2.0 application programming interfaces (APIs) are new in this release: User - Sign in to Finesse as a mobile agent This API allows a user to sign in to the CTI server as a mobile agent. Dialog - Send DTMF string This API allows a user to send a dual-tone multifrequency (DTMF) string during a call (for example, to interact with an IVR system to send a password or account number). Queue - Get queue This API allows a user to retrieve information about a particular queue. Queue - Get queue list for user This API allows a user to retrieve a list of all queues associated with a user. ClientLog - Post to Finesse This API allows a user to submit client-side logs to the Finesse server. The following APIs have been enhanced for this release: User - Get user This API has been enhanced to include parameters for mobile agents and state change time. User - Change agent state This API has been enhanced to allow a supervisor to change the state of an agent who belongs to that supervisor's team. 7

8 New Notifications in this Release Team - Get object This API has been enhanced to include information about the time in state for agents. New Notifications in this Release Cisco Finesse Release 9.0(1) returns the following new notifications: Queue notifications Finesse sends a queue notification every 10 seconds (if queue statistics change). Client log notifications Finesse sends a client log notification to indicate the success of client log operations. Important s This section contains the following topics: One Desktop Session Supported Per Agent Conference Limitations Wrap-Up and Transfer Participant Lists with CVP Queuing Localization Compatibility View One Desktop Session Supported Per Agent Cisco Finesse supports only one desktop session at a time for each agent. Conference Limitations An agent or supervisor who signs in to the Agent Desktop after being on an active conference with other devices (which are not associated with another agent or supervisor) may experience unpredictable behavior with the desktop because of incorrect call notifications from Unified CCE. These limitations also encompass failover scenarios where failover occurs while an agent or supervisor is participating in a conference call. When failover occurs and the agent is redirected to the alternate Finesse server, that agent may see unpredictable behavior on the desktop. Examples include (but are not limited to): The desktop does not reflect all participants in the conference call. The desktop does not reflect that the signed-in agent is in an active call. Finesse receives inconsistent call notifications from Unified CCE. 8

9 Wrap-Up and Transfer Wrap-Up and Transfer An agent cannot enter wrap-up data following a completed transfer because the call is not only cleared, but also completely ended. If an agent wants to enter wrap-up data for a transferred call, that agent must select a wrap-up reason while the call is in progress. Participant Lists with CVP Queuing Calls that are queued through a Cisco Unified Customer Voice Portal (CVP) route point do not display participant lists correctly. The route point may appear in the list as a participant or some participants may be missing. Call control does work correctly for these calls. For more information about known scenarios, see the following troubleshooting tip: Desktop: Incomplete participant list after conference or transfer via route point when CVP is used for queuing Localization Cisco Finesse Release 9.0(1) is English-language only. The interface is not localized. Silent Monitor Limitations You cannot silent monitor a silent monitor call. For example, if a supervisor is using the silent monitor feature to monitor an agent, another supervisor cannot use the silent monitor feature to monitor the first supervisor. Finesse does not support this scenario. Compatibility View Compatibility View in Internet Explorer 8.0 is not supported for the Finesse Agent Desktop or the Finesse Administration Console. Perform the following steps to ensure your browser is not running in Compatibility View: 1 In your browser, choose Page > Compatibility View Settings. 2 On the Compatibility View Settings, ensure the Display intranet sites in Compatibility View checkbox is unchecked. Internet Explorer 9.0 in Compatibility View is supported for the Finesse Administration Console only. Open Caveats in this Release Open caveats in this release of Cisco Finesse include these internally-found items that have been identified. 9

10 Resolved Caveats in this Release Identifier CSCua07154 CSCty86896 CSCtz42176 CSCua45445 CSCua15242 Headline Agents redirected periodically even though Finesse server is in-service Mobile Agent user interface not available after failover Unified CCE: Desktop shows 2-party call when unmonitored extension completes transfer/conference Two calls on consulted agent's desktop after conference completion Agent could not set wrap up data after leaving a conference Resolved Caveats in this Release In general, you can find the latest resolved caveat information through Bug Toolkit, which is an online tool that is available for customers to query defects according to their own needs. Tip You need an account with Cisco.com (Cisco Connection Online) to use the Bug Search Tool to find open and resolved caveats of any severity for any release. To access the Bug Search Tool, log onto There are no resolved caveats in this release. Using Bug Search Tool To access the Bug Search Tool, you need the following items: Internet connection Web browser Cisco.com user ID and password Procedure To use the Bug Search Tool, follow these steps: 1 To access the Bug Search Tool, go to 2 Log in with your Cisco.com user ID and password. 3 To look for information about a specific problem, enter the bug ID number in the search box and press return or click Search. 10

11 Documentation Feedback 4 Alternatively, under Search By Product, select Voice and Unified Communications from the Product Category list, enter Cisco Finesse in the Select Product box, and then click Search. Documentation Feedback You can provide comments about this document by sending to the following address: mailto:ccbu_docfeedback@cisco.com We appreciate your comments. 11

12 Documentation Feedback 12