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Release Notes for Cisco Unified Contact Center Express and ... ... Cisco Unified CCX 7.0(1) SR3 provides resolutions to the defects listed in Resolved Caveats, page 9 and contains

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  • Release Notes for Cisco Unified Contact Center Express and Unified IP IVR, Release 7.0(1) SR3

    December 10, 2009

    Contents • Introduction, page 2

    • System Requirements, page 2

    • Related Documentation, page 2

    • Installation/Uninstallation Notes, page 2

    • Service Release Content, page 3

    • Caveats, page 4

    • Obtaining Documentation, Obtaining Support, and Security Guidelines, page 16

    • Documentation Feedback, page 16

    Americas Headquarters:

    © 2009 Cisco Systems, Inc. All rights reserved.

    Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA

  • Introduction

    Introduction These release notes describe the caveats resolved in Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP IVR, Release 7.0(1) SR3 (Build11).

    Note To view the release notes for previous versions of Unified CCX, go to: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html

    For a list of new features and resolved caveats in Unified CCX, Release 7.0(1) SR3, see Service Release Content, page 3 and Caveats, page 4 respectively.

    System Requirements For current information about supported products for Unified CCX, refer to Cisco Unified CCX Software and Hardware Compatibility Guide, which is available at this URL: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html

    Related Documentation Documentation for Unified CCX is accessible from Cisco.com at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

    Installation/Uninstallation Notes To install or uninstall this service release, refer to the "Patching Cisco Unified CCX" chapter in the Cisco Unified Contact Center Express 7.0(1) Installation Guide at this URL:

    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/install ation/guide/uccx70ig.pdf

    Note Cisco Unified Contact Center Express (Cisco Unified CCX) Service Release, 7.0.1_SR03_Build011.exe should be installed only with Cisco Unified CCX 7.0(1), Unified CCX 7.0(1) SR1, or Unified CCX 7.0(1) SR2.

    SR Installation

    Note Cisco Agent Desktop (CAD) services are upgraded as needed when the SR is applied to the host server. CAD desktop applications are automatically upgraded to the SR the next time the user launches the desktop application. There are no CAD changes in Unified CCX 7.0(1) SR3. Hence, the CAD version (6.6.1.200) has not changed between 7.0(1) SR2 and 7.0(1) SR3; and customers upgrading from 7.0(1) SR2 to 7.0(1) SR3 should expect no upgrade on the client side.

    2 Release Notes for Cisco Unified Contact Center Express and Unified IP IVR, Release 7.0(1) SR3

    http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/uccx70ig.pdf

  • Service Release Content

    To install this SR:

    • Plan and schedule the maintenance period.

    • Review all applicable documentation.

    • Download the SR file (7.0.1_SR03_Build11.exe).

    • Perform the SR installation by double-clicking the downloaded SR file.

    Caution If the Overwrite Protection dialog box is displayed, it is strongly recommended to click the ‘Yes to All’ button for a successful installation.

    Service Release Content Cisco Unified CCX 7.0(1) SR3 provides resolutions to the defects listed in Resolved Caveats, page 9 and contains the following features:

    Unified CCX support for IPV6 dual stack CUCM, page 3

    Unified CCX support for Logical partitioning feature of Cisco Unified CM, page 3

    Express E-mail Manager, page 3

    Unified CCX support for IPV6 dual stack CUCM UCCX 7.0(1) SR03 provides support for IPV6 dual stack Cisco Unified Communications Manager (Cisco Unified CM), Release 7.1.2. IPV6 caller phones are supported.

    Note IPV6 agent phones are not supported.

    Unified CCX support for Logical partitioning feature of Cisco Unified CM The logical partitioning feature in Cisco Unified CM specifies the capability of a telephony system to control calls and features on the basis of specific allowed or forbidden configurations. Cisco Unified CCX provides support for this logical partitioning feature of Cisco Unified CM.

    Note When there is a violation of the logical partitioning policy, for example, when a call is transferred to or conferenced with a restricted PSTN phone, call completion fails and Unified CCX will generate an appropriate message.

    Express E-mail Manager Express E-mail Manager (EEM) is an add-on application to Unified CCX. It provides the basic set of features for receiving e-mails from customers, distributing them to agents to service customer requests, sending responses from the contact center to the customer and reporting on e-mail activity.

    3 Release Notes for Cisco Unified Contact Center Express and Unified IP IVR, Release 7.0(1) SR3

  • Caveats

    This feature provides GUI based applications to support a contact center’s agents and supervisors in handling and managing e-mails.

    The agent and supervisor GUIs run within CAD and CSD respectively.

    The e-mail feature was introduced in Unifed CCX 7.0(1) SR1 release and has been documented in the Unified CCX 7.0(1) documents available at this URL:

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

    Note Express E-mail Manager requires MS Exchange 2003 or 2007 to be used as the e-mail Datastore.

    Scalability Requirements for E-mail Agents

    Table 1shows the maximum number of e-mail agents that are supported with Unified CCX 7.0(1) SR3.

    Caveats This section includes the following topics:

    • Using Bug Toolkit, page 4

    • Known Limitations, page 5

    • Resolved Caveats, page 9

    Using Bug Toolkit If you are a registered Cisco.com user, you can find the latest information about resolved, open, and closed caveats for Cisco CRS by using Bug Toolkit, an online tool that allows you to query caveats according to your own needs. By using Bug Toolkit, you can find caveats of any severity for any release. Bug Toolkit may also provide a more current listing than this document provides.

    To access Bug Toolkit, you need:

    • Internet connection

    • Web browser

    • Cisco.com user ID and password

    Table 1 Maximum Number of E-mail Agents Supported

    Hardware Type Maximum number of e-mail agents supported

    MCS-7845 120

    MCS-7835 120

    MCS-7825 30

    MCS-7816 30

    4 Release Notes for Cisco Unified Contact Center Express and Unified IP IVR, Release 7.0(1) SR3

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

  • Caveats

    To use Bug Toolkit, follow these steps:

    Procedure

    Step 1 Go to this URL to access the Bug Toolkit:

    http://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs

    Step 2 Log on with your Cisco.com user ID and password.

    Step 3 To access Cisco CRS caveats, take either of these actions:

    • To access a particular caveat when you know its identifier, enter the identifier in the Search for Bug ID field and click Go.

    • To access all caveats, follow these steps:

    a. From the Select Product Category list, choose Voice and Unified Communications.

    b. From the Select Product list, choose Cisco Unified Contact Center Express.

    c. From the Software Versions drop-down list, choose the desired Cisco CRS release.

    d. Click the desired Advanced Options radio button

    If you choose custom settings, enter appropriate custom information.

    e. Click Search.

    A list of caveats that match your search criteria appear. To see details about any caveat, click its Bug ID number or click its Info link.

    Known Limitations

    Limitations Defect Id Headline

    Limitation 1, page 6 CSCsz86628 Running SR Installer on top of same SR does not copy all the scripts

    Limitation 2, page 6 CSCsz58742 Need to prevent scripts from being loaded when mem too high.

    Limitation 3, page 6 CSCsv92259 The agent e-mail feature does not work properly with multi-byte langs.

    Limitation 4, page 7 CSCta44136 No debug logs generated if debug level is increased for CTIStorageServer

    Limitation 5, page 7 CSCta44218 Unified CCX Manual Backup / Restore operation fails if CSA is in enabled state

    Limitation 6, page 8 CSCta89444 SQL server replication issue after applying OS patch

    Limitation 7, page 8 CSCtd72202 SR patch removes TCP/IP from SQL CLient Network Utility makes DBS OOS

    5 Release Notes for Cisco Unified Contact Center Express and Unified IP IVR, Release 7.0(1) SR3

    http://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs

  • Caveats

    Limitation 1

    Problem

    Reinstallation of an Unified CCX SR on top of the same Unified CCX SR system, fails to copy all the required Historical Report scripts.

    Workaround

    Step 1 Double-click the downloaded SR patch and uninstall the SR by using the Remove option in the Installation Wiz

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