Cisco Unified Contact Center Express Release Notes 10.5(1)

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1 Cisco Unified Contact Center Express Release Notes 10.5(1) Unified CCX Release Notes 10.5(1) 2 Introduction to Cisco Unified Contact Center Express, Release 10.5(1) 2 New and Updated Features for Unified CCX 2 Limitations and Restrictions 6 Caveats 10 Documentation Feedback 13 Documentation and Support 13

2 Revised: November 20, 2014, Unified CCX Release Notes 10.5(1) Introduction to Cisco Unified Contact Center Express, Release 10.5(1) Cisco Unified Contact Center Express, Release 10.5(1) is a minor release following Release 10.0(1). For information about the upgrade paths and upgrade time, see the Unified CCX Upgrade section of the Cisco Unified Contact Center Express Installation and Upgrade Guide, located at: New and Updated Features for Unified CCX New Features Cisco Finesse-Based Outbound Progressive and Predictive Outbound The Unified CCX Progressive and Predictive Agent Outbound feature allows for outbound calls to be placed to contacts and then for live contacts to be serviced by agents. Direct Preview Outbound Agents can use the Finesse agent desktop to preview an outbound call before accepting the call. Cisco Finesse-Based Multisession Webchat Agents can handle multiple chat sessions. The administrator can configure one to five sessions and the agent will be presented with the configured number of Webchat contacts. The administrator can also configure if voice calls are to be offered to the agent when on chat. For Cisco Agent Desktop, only single-session chat is available. Predefined Responses If configured, predefined responses are available to all agents in the Manage Chats gadget on the Finesse Agent Desktop. Agent Alias The administrator can set an alias for the agents. When an agent is on chat, the alias of the agent is displayed to the customer. Chat Transcript Download The customer can download the chat transcripts as a PDF at the end of the chat session. This option is also available on Cisco Agent Desktop. IPv6 Support Unified CCX supports IPv6 dual stack and IPv4-only addressing. The following continue to function with IPv4: 2

3 Cisco Agent Desktop Cisco SocialMiner Automatic Speech Recognition (ASR) and Text to Speech (TTS) engines. IPv6-only phones cannot take part in ASR/TTS. Cisco MediaSense-based recording works with IPv4. It does not work for IPv6-only phones. Quality Management-based recording works with IPv4. It does not work for IPv6-only phones. Cisco Unified Workforce Management (WFM) For more information, see the IPv6 Support section of the Cisco Unified Contact Center Express Design Guide, located at: products-implementation-design-guides-list.html +E.164 Support Outbound The phone numbers of the imported contacts to place outbound calls can be in +E.164 format. This feature is available only for Finesse. CTI Port Computer Telephony Integration (CTI) port directory number and its advance settings support +E.164 numbering pattern where applicable. Trigger/Route Point Trigger advanced settings support +E.164. Finesse Multiline Support Finesse supports the use of multiple lines on agent phones. You can configure one or more secondary lines on an agent phone. Although the agent's ACD line must be in button positions 1-4, the first four ACD lines on the phone are observed for setting the agent's state. Direct Transfer Across Line (DTAL) and Join Across Line (JAL) are not supported. Live Data Reports The following new Live Data reports are available in Unified CCX: Available Reports Agent Outbound Team Summary Report Description Provides performance statistics for the agents in the team for direct preview, progressive, and predictive outbound campaigns. The following two views are available for this report: Short and Long Term Average Since Midnight Chat Agent Statistics Report Chat CSQ Summary Report Provides chat agent statistics. Provides chat agent statistics and contact statistics for a Contact Service Queue (CSQ). 3

4 Historical Reports The following new Historical reports are available for the Outbound feature in Unified CCX: Available Reports Agent Outbound Campaign Summary Report Agent Outbound CCDR Report Agent Outbound Half Hourly Report Outbound Agent Detail Performance Report Description Provides call statistics for agent-based progressive and predictive outbound campaigns. Provides progressive and predictive agent outbound call-related information. Provides information about progressive and predictive agent outbound calls for every half hour in the time range when the campaign is active. Provides detailed statistics for each agent by campaign (progressive and predictive). Extend and Connect For extend and connect-based Home agents an option of call by call setup and persistent connection setup is available. Updated Features Real-Time Reports The following real-time reports are updated for the Chat and Outbound features: Available Reports Chat Resource Cisco Unified Contact Center Express Stats Report Outbound Campaign Stats Report Overall Outbound Stats Report Resource Cisco Unified Contact Center Express Stats Report Description To view real-time Unified CCX chat resource information. To view real-time statistics for each IVR-based and agent-based progressive and predictive outbound campaign. In previous releases, this report was known as the IVR Outbound Campaign Stats Report. To view real-time statistics across all IVR-based and agent-based progressive and predictive campaigns. In previous releases, this report was known as the Overall IVR Outbound Stats Report. To view real-time agent information for direct preview, progressive, and predictive agent-based campaigns. Live Data Reports In the Voice CSQ Summary Report, the Since Midnight view is updated to include the following new fields: 4

5 Abandoned Calls Waiting Calls Chat Widgets The following new fields are added to the Chat Web Form configuration on application administration: Logo URL Widget Wait Message Join Time-out Message Error Message Licensing Update The Outbound IVR license functionality is extended to include both Outbound IVR as well as progressive and predictive agents. Direct preview outbound is included with a premium agent license. New Variables Added to Retrieve Session Information New variables are added to the Get Session Info step of Unified CCX Editor for IVR-based and agent-based progressive and predictive outbound campaigns. These variables also are included in the session for an outbound call that is transferred to IVR and is received by the answering machine or is abandoned. You must define the variables in the script editor before you can retrieve the session information. The following new variables are added: Variable Name BAAccountNumber BACampaign BACallResult Description Account number of the caller. Name of the outbound campaign. Result of an outbound call. Configuration Support You can now configure up to 250 Contact Service Queues and 250 skills. Removed Features The following feature is not available in Unified CCX Release 10.5(1): Feature Cisco Agent Desktop Browser Edition Replacement Cisco Finesse is the equivalent web-based agent and supervisor desktop. 5

6 Limitations and Restrictions Unsupported Languages for Chat Transcript Download The default language of the chat transcript PDF is English for customers whose languages (locales) are not supported by SocialMiner. The chat transcript PDF supports all languages that SocialMiner supports except for 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 in the 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 direct preview 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 Border Element (CUBE). The Get Reporting Statistic step is not supported for progressive and predictive agent-based outbound campaigns. Unified CCX does not support the translation or modification of the phone number that it uses to dial outbound calls. Any voice translation rules that are configured in the gateway that modifies the phone number are not supported. Note You can use either of the following two supported methods to modify a dialed number in the gateway: To remove the initial digits of the phone number, use forward-digits or digit-strip in 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 the area-code-to-time-zone mapping. For more information, see the Cisco Unified Contact Center Express Administration Guide, located at 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. 6

7 Enable Agent AutoAnswer manually for agent-based progressive and predictive calls when you upgrade from an older Unified CCX release to 10.5(1) release. Unsupported Configuration for IPv6 Cisco Unified Communications Manager does not support SIP IPv6 signaling over User Datagram Protocol (UDP) where the maximum transmission unit (MTU) is greater than To ensure that you do 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 Unified Communications Manager, Release 10.5(1), located at: 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 CSCul 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), SocialMiner and 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 same script. SIP REFER between a switchboard and Unified CCX if the transfer is completed after the call has been answered 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 continue from the position at which it was left. Use of Consult Transfer/Redirect Step from scripts to a translation pattern that maps back to a route point. 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 7

8 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 same Unified CCX extension in any combination of device profiles and devices. (Configuring a Unified CCX extension in a single device profile is supported.) In the Unified Communication Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2. In the Unified Communication Manager Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1. Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording. No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent. The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point. 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 phone can not be part of a hunt list/group. In the case of multiple line, none of the monitored lines should be part of the hunt group. For more details on multiple lines support and number of monitored lines, see the Cisco Unified Contact Center Express Design Guide, located at The following operations are not supported in Cisco Agent Desktop/Cisco Supervisor Desktop if you are using Cisco TelePresence EX 60 and EX 90 as agent phones: Conference and transfer Desktop monitoring and recording Barge in and Intercept However, you can perform all the call operations such as conference, transfer, barge in and Intercept from EX 60/90 phones. The following operations are not supported in Cisco Agent Desktop/Cisco Supervisor Desktop if you are using Cisco Jabber for Windows as agent phone: Video Supported Configurations for Agent Phones To determine the phone devices that are supported by Cisco Agent Desktop and for use by Cisco Unified IP Phone agents, see the Compatibility Matrix for Unified CCX, located at: 8

9 The following configurations are supported on agent phones: A Unified CCX extension that is configured on a single device (but not on multiple devices). A Unified 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. Note All agents who currently have the Unified CCX extension to be shared must log out before you configure additional agents to share that extension. Unsupported Features in Unified Communications Manager and Cisco BE 6000 The following Unified Communications Manager features are not supported by Unified CCX. These features are disabled by default and should not be enabled for Unified CCX. For more information about these features, see Unified Communications Manager documentation, located at: 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 affect Unified 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 Unified CM service parameters Path Replacement Enabled and Path Replacement on Tromboned Calls to False. Forced Authorization Code and Client Matter Code. Because these features can be enabled per route pattern, you should turn them off for all route patterns in the Unified Communications Manager cluster that Unified CCX might use. Enabling these features for 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 by Unified CCX or application users that are created by Unified CCX. 9

10 Caveats 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 Enter the bug identifier in the search box and press Enter or click Search. Open Caveats The following table lists all the caveats that are open for this release. The caveats are listed in order of severity by the bug identifier. Identifier CSCup16883 CSCup24073 CSCul78540 CSCun84909 CSCup18269 Headline UCCX: CUIC security admin login ability lost after change of admin user Multiple Vulnerabilities in OpenSSL - June 2014 Cannot mix alaw and ulaw UCCX Distributed denial-of-service vulnerability on NTP server UCCX: HR IVR OBCampaignSummary includes data beyond specified endtime Resolved Caveats The following table lists all the caveats that are resolved for this release. The caveats are listed in order of severity by the bug identifier. Identifier CSCul87888 CSCum57152 CSCuo27586 CSCuo35125 CSCup10576 CSCtx55215 CSCub28829 CSCul81512 CSCul98278 CSCul99618 Headline UCCX CAD s are formatted incorrectly CSCum57152UCCX chat agent ID is showed in wrong encoding FNS vulnrble to XML external entity inject using DOCTYPE tag CSCuo27571 Failure Adding HA to UCCX 10 Cluster UCCX sec Delay in starting the Convergence after Engine crash UCCX: IVR Ports Not Incremented When 100 Agent OVF is Used UCCX: Changing Security Password Does Not Update Internal UCCX Users CAD Chat only looks at agent's name not agent ID when loading teams. UCCX should not be able to delete the CUCM Applicaiton User Wrong license package causes LDAP restore to be skipped 10

11 Identifier CSCum09232 CSCum09548 CSCum09925 CSCum11517 CSCum14970 CSCum19657 CSCum22097 CSCum24127 CSCum33460 CSCum49451 CSCum57774 CSCum66627 CSCum69839 CSCum71081 CSCum71105 CSCum77427 CSCum84609 CSCum87219 CSCum96585 CSCun00611 CSCun18273 CSCun42330 CSCun53363 CSCun58663 Headline UCCX: Switch Version Fails When Semicolon In DialingList Field CAD Buttons gets grayed out when answering consult transfer CCX: PUT Backup Fails With Null Fields in ContactCallDetail Table Agent state translated incorrectly in Russian UCCX: Refresh Upgrade Installation Failing in Install DB Component Outbound Start Time incorrect while modifying via REST API Chat subsystem in partial service even with no Social Miner configured Agent state alternates between Reserved and Ready WF conf does not complete when conferenced num is longer than 7 digits Enterprise field missing under Voice Contact Workflow in Workflow Admin UCCX: CAD CSQ stats page doesn't display any data. Media type 'Application/XML' not accepted for few campaign based restapi User Dialog folder named incorrectly for Chinese language UCCX: Failure to Run CUIC Reports After Installing 9.0(2)SU1ES3 AXL Communication Failures with Pre-10.0 CUCM After UCCX 9.0(2)SU1ES3 REST API returns incorrect value for campaign dial time AppAdmin displays Error message on clicking configure resource [DOC]: UCCX Reason Code Guides mention incorrect codes UCCX: Unable to Login to UCCX Using Remote Support Account UCCX:Uploading Script in UCCX Editor Yields 'Failed to save script file' Misleading errors in logs durin SV failure induced due to an env issue. Create Generated Prompt makes incorrect prompts (Russian language) Unable to move/delete Annotate step in UCCX script editor DOC: Agent State Summary by Agent Report contains 2 rows 11

12 Identifier CSCun73652 CSCun73777 CSCun77275 CSCun86791 CSCun88951 CSCun90828 CSCun96813 CSCuo01166 CSCuo02916 CSCuo05963 CSCuo11102 CSCuo14428 CSCuo19908 CSCuo25279 CSCuo25580 CSCuo34368 CSCuo50547 CSCuo55594 CSCuo59481 CSCuo59488 CSCuo61701 CSCuo75043 CSCuo79703 CSCuo80196 Headline SU1 release notes should have defect CSCue35477 UCCX: NTP synch fails due to issues on capture.txt UCCX Guide Doesn't Document Unsupported Finesse Featrues UCCX: IE won't upload zipped prompts CCX Notifications Service stuck in Shtudown after upgrade to 10.0 Cross Frame Scripting Vulnerability in Cisco UCCX UCCX Second Node Redirects To HTTPS IP Instead Of FQDN perm validation failed in CUIC while reimporting the report - CSCuo08473 CAD randomly frozen for couple of min when an outbound call is presented UCCX: SFTP session is kept open after a successful backup UCCX: Configure Resource option under User View for agent throws error UCCX: Need more robust handling of RMCM init issues due to cnfg errors DOC: UCCX Port Guide shows CSD Chat port as but should have UCCX: 3-5 Second Delay on CAD When Answering New Call UCCX: Agent PC Will Freeze Upon Macro Execution Silent Monitor fails when Agent DN is greater than 12 digits UCCX Refresh Upgrade fails with "Internal Error" at step 8 UCCX does not accept addresses with.local in the domain name CSD will only accept domain suffixes of three or less characters. UCCX: Unable to upload prompt in UCCX 10 UCCX 9 Admin Guides incorrectly mention support for E.164 UCCX: CUIC XMPP information not updated after adding domain information JTAPI logging page parameters reset DOC: Web Chat CSQ Agent selection algorithm 12

13 Closed Caveats The following table contains information on the known limitations in the latest Unified CCX release. We has evaluated these defects on a case-by-case basis. For each defect, we have determined that one of the following is true: The software functions as designed. The issue cannot be resolved. Identifier CSCun54915 CSCtu78624 CSCum11483 CSCun17184 CSCuo02394 CSCuo53723 Headline UCCX Engine remain in shutdown state UCCX- Traffic Analysis wrong Summary calcualtions Multiple issues with Russian localization in HRC UCCX: ConstraintViolationException Causes W1 Restore Failure CCX is case insensitive for user authentication but does not return role DOC: Unable to view Live Data report in dashboard Permalink Documentation Feedback To provide your feedback for this document, send an to: contactcenterproducts_docfeedback@cisco.com Documentation and Support To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates directly to an RSS reader on your desktop. The RSS feeds are a free service. Cisco currently supports RSS Version

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