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Release Notes for Cisco Unified Contact Center Express and ... ... Effective Unified CCX 7.0(1) SR4, the Unified CCX provides support for JRE version 1.6. Heap Threshold Configuration

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  • Release Notes for Cisco Unified Contact Center Express and Unified IP IVR, Release 7.0(1) SR5

    December 10, 2009

    Contents • Introduction, page 2

    • System Requirements, page 2

    • Related Documentation, page 2

    • Installation/Uninstallation Notes, page 2

    • Important Note, page 3

    • Service Release Content, page 3

    • Caveats, page 6

    • Obtaining Documentation, Obtaining Support, and Security Guidelines, page 13

    • Documentation Feedback, page 14

    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 new features and the caveats resolved in Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP IVR, Release 7.0(1) SR5_build504.

    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) SR5, see Service Release Content, page 3 and Caveats, page 6 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/Unified CCX70ig.pdf

    Note Cisco Unified Contact Center Express (Cisco Unified CCX) Service Release, 7.0.1_SR05_Build504.exe should be installed only with Cisco Unified CCX 7.0(1), Unified CCX 7.0(1) SR1, Unified CCX 7.0(1) SR2, Unified CCX 7.0(1) SR3, or Unified CCX 7.0(1) SR4.

    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.

    To install this SR:

    • Plan and schedule the maintenance period.

    2 Release Notes for Cisco Unified Contact Center Express and Unified IP IVR, Release 7.0(1) SR5

    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

  • Important Note

    • Review all applicable documentation.

    • Download the SR file (7.0.1_SR5_Build504.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.

    Important Note The following defects resolved in Unified CCX 7.0(1) SR4 have been rolled back and would exist as open caveats in Unified CCX 7.0(1) SR5.

    • CSCsz93333

    • CSCsv64291

    Service Release Content Cisco Unified CCX 7.0(1) SR5 provides resolutions to the defects listed in Resolved Caveats, page 12 and contains the following features which got incorporated in the previous Cisco Unified CCX 7.0(1) SR releases:

    Unified CCX support for Java Runtime Environment (JRE) 1.6, page 3

    Support for Compliance Recording License, page 4

    Support for QM to AQM license upgrade, page 4

    Mix Mode Authentication support for Unified CCX database, page 4

    Unified CCX Editor: Search for Steps in Editor Step Palette, page 4

    Preventing agent login if JAL or DTAL is enabled on the agent phone with Unified CCM 7.1(3), page 4

    Preventing agent login if agent phone is configured with IPv6, page 5

    Unified CCX support for IPV6 dual stack CUCM, page 5

    Unified CCX support for Logical partitioning feature of Cisco Unified CM, page 5

    Express E-mail Manager, page 5

    Unified CCX support for Java Runtime Environment (JRE) 1.6 Effective Unified CCX 7.0(1) SR4, the Unified CCX provides support for JRE version 1.6.

    Heap Threshold Configuration and Alarm with Automatic Java Heap Memory Dump

    User can define a java heap memory usage threshold in Unified CCX Administration interface.

    When the java heap memory usage crosses this configured threshold, a warning message is displayed when the user performs a refresh, reload, or creates an application. The system will also generate a local and remote syslog alert which can be monitored by a third party tool.

    If the heap usage goes beyond 70% of the total heap, it will generate memory dump automatically to be analyzed later for any memory leak issue.

    3 Release Notes for Cisco Unified Contact Center Express and Unified IP IVR, Release 7.0(1) SR5

  • Service Release Content

    Support for Compliance Recording License Compliance license can be uploaded in Unified CCX Application Administration License page. The support is available on Unified CCX 7.0(1) SR4 and later releases.

    Support for QM to AQM license upgrade QM (Quality Management) seat can be upgraded to AQM (Advanced Quality Management) seat license from Unified CCX Application Administration License page.

    The support for QM and AQM to co-exist on the same system running Unified CCX, is available on Unified CCX 7.0(1) SR4 and later releases.

    Mix Mode Authentication support for Unified CCX database The Unified CCX Database Mix Mode Authentication is supported. Prior to this release, Unified CCX supported only the “Windows Only” authentication. Effective 7.0(1) SR4, Unified CCX will support “SQL Server and Windows” authentication also for Unified CCX database.

    Note Changing the authentication mode to SQL Server allows you to connect to the database using the user name and password configured in the database. However, it is strongly recommended to retain the authentication mode as “Windows Only” for better security. If you still need to change the mode to “SQL Server and Windows” authentication, ensure that the following points are considered before changing the authentication mode. a. Users configured to access the tables are provided only the necessary set of privileges. b. Use a strong password. c. For the Unified CCX Historical Reports client to be able to connect to the server and generate reports, the value of the configuration AUTH should be set to "1" in hrcConfig.ini (This file in present in the client machine). d. The change in the authentication mode will necessitate a restart of the node manager on that node.

    Unified CCX Editor: Search for Steps in Editor Step Palette A new feature is introduced in Unified CCX Editor to search for steps in the Editor Step palette. This feature is available on Unified CCX 7.0(1) SR4 and later releases.

    Preventing agent login if JAL or DTAL is enabled on the agent phone with Unified CCM 7.1(3)

    Agent cannot log in to CAD/CAD-BE/IPPA service, if JAL (Join Across Lines) or DTAL (Direct Transfer Across Line) is enabled on the agent phone, with Unified CM 7.1(3) or later. This is supported on Unified CCX 7.0(1) SR4 and later releases.

    4 Release Notes for Cisco Unified Contact Center Express and Unified IP IVR, Release 7.0(1) SR5

  • Service Release Content

    Preventing agent login if agent phone is configured with IPv6 Agent cannot log in to CAD/CAD-BE/IPPA Service, if the agent phone is configured with IPv6 and the Unified CCM is 7.1(3) or later. Effective Unified CCX 7.0(1) SR4, agent cannot login.

    Unified CCX support for IPV6 dual stack CUCM Support for IPV6 dual stack Cisco Unified Communications Manager (Cisco Unified CM), Release 7.1(2). IPV6 caller phones are supported. This is supported on Unified CCX 7.0(1) SR3 and later releases.

    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. This is supported on Unified CCX 7.0(1) SR3 and later releases.

    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.

    This feature provides G

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