Click here to load reader

Release Notes for Unified CCX and Cisco Unified IP IVR 8.0 ... · PDF file 4 Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4 Important Notes Using GUI If you plan

  • View
    0

  • Download
    0

Embed Size (px)

Text of Release Notes for Unified CCX and Cisco Unified IP IVR 8.0 ... · PDF file 4 Release Notes for...

  • Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4

    Revised: December, 2011

    This document describes important information, caveats, and issues addressed in Cisco Unified Contact Center Express (Unified CCX) Release 8.0(2) SU4.

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

    To access the latest software upgrades for all versions of Unified CCX and Cisco Unified IP IVR, go to http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=278875240

    Contents • Introduction, page 2

    • System Requirements, page 2

    • Related Documentation, page 2

    • Upgrade Paths to 8.0(2) SU4, page 2

    • Obtain Windows-to-Linux Upgrade Tool for Unified CCX 8.0(2) SU4, page 3

    • Obtain Unified CCX 8.0(2) SU4 for Upgrade, page 3

    • Important Notes, page 4

    • Caveats, page 5

    • Troubleshooting, page 14

    • Obtaining Documentation, Obtaining Support, and Security Guidelines, page 15

    Americas Headquarters:

    © 2011 Cisco Systems, Inc. All rights reserved

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

    http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=278875240 http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=278875240

  • Introduction

    Introduction This document describe the new features and the caveats resolved in Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP IVR Release 8.0(2) SU4 (Build: 8.02.11005-20). These release notes are updated for every maintenance release but not for patches or hot fixes. Before you install Unified CCX and Cisco Unified IP IVR, we recommend that you review this document for information about issues that may affect your system.

    System Requirements For current information about supported products for Unified CCX, refer to 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

    Upgrade Paths to 8.0(2) SU4 You can upgrade to Unified CCX Release 8.0(2) SU4 if you are running any of the following versions on your servers:

    • Unified CCX Release 8.0(1)

    • Unified CCX Release 8.0(2), 8.0(2) ES1, 8.0(2) SU1, 8.0(2) SU2, 8.0(2) SU3

    • Unified CCX Release 7.0(1) SR5

    • Unified CCX Release 7.0(2) ES03

    Note You must install 7.0(2)ES03 to upgrade from 7.0(2) to 8.0(2)SU4. 7.0(2)ES03 [ Image Name: 7.0.2-ES03_Build031.exe ] can be downloaded from Cisco.com at: http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=2808 40578&release=7.0%282%29_ES3&relind=AVAILABLE&rellifecycle=&reltype=latest

    Note A media kit for 8.0(2) must be obtained to support Unified CCX Release 7.0(1) SR5 and 7.0(2) Windows to-Linux upgrade.

    2 Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4

    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/tsd_products_support_series_home.html http://www.cisco.com/cisco/software/release.html?mdfid=270569179&flowid=5217&softwareid=280840578&release=7.0%282%29_ES3&relind=AVAILABLE&rellifecycle=&reltype=latest

  • Obtain Windows-to-Linux Upgrade Tool for Unified CCX 8.0(2) SU4

    Obtain Windows-to-Linux Upgrade Tool for Unified CCX 8.0(2) SU4

    Step 1 Go to this URL:

    http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=278875240

    Step 2 Type your Cisco.com username and password in the text boxes, and then click Log In.

    Step 3 Choose Customer Contact > Cisco Unified Contact Center Products > Cisco Unified Contact Center Express > Windows to Linux Upgrade Tool.

    Step 4 Download the CiscoUnifiedCCXPreUpgradeToolInstaller_802SU4.exe.

    Note The upgrade tool that you download is used for Windows-to Linux upgrade for 8.0(2) SU4 only.

    Obtain Unified CCX 8.0(2) SU4 for Upgrade

    Step 1 Go to this URL:

    http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=278875240

    Step 2 Type your Cisco.com username and password in the text boxes, and then click Log In.

    Step 3 Choose Customer Contact > Cisco Unified Contact Center Products > Cisco Unified Contact Center Express > Cisco Customer Response Solution Software Releases > Unified CCX 8.0.

    Step 4 Download UCSInstall_UCCX_8_0_2_UCOS_8.02.11005-20.sgn.iso.

    Step 5 Use an md5sum utility to verify that the MD5 sum of the final file is correct.

    aae9c4f31a3b1a74940994dbae6e4ddb UCSInstall_UCCX_8_0_2_UCOS_8.02.11005-20.sgn.iso

    Note To complete the upgrade, continue with the rest of the steps listed in the Cisco Unified Communications Operating System Administration Guide for Unified CCX and Cisco Unified IP IVR, available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_g uides_list.html

    Linux-to-Linux Upgrade Notes If you are doing Linux-to-Linux Upgrade from Unified CCX 8.0(1) to Unified CCX 8.0(2)SU3, apply the COP patch file ciscouccx.801upgradefix.cop.sgn, which you can download from the download area on Cisco.com, Unified CCX 8.0(2) Downloads.

    You can apply the COP patch file using GUI (graphical user interface) or CLI (command line interface).

    3 Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4

    http://www.cisco.com/cisco/software/navigator.html?mdfid=278875240&i=rp http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=278875240

  • Important Notes

    Using GUI

    If you plan to use GUI, follow these steps:

    Step 1 On the OS Administration tab, choose Software Upgrades > Install/Upgrade.

    Step 2 Enter the location on an SFTP server where you have stored the COP file.

    Using CLI

    If you plan to use CLI, run the CLI command utils system upgrade initiate and enter the folder path where the COP patch file is located along with the SFTP server IP address.

    Note To complete the Linux-to-Linux upgrade, continue with the rest of the steps listed in the Cisco Unified Communications Operating System Administration Guide for Unified CCX and Cisco Unified IP IVR, available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_g uides_list.html

    Important Notes This section highlights the important changes in this version.

    ICD Line for Agents

    The total number of lines configured on the agent's phone should be maximum 4.

    When configuring an agent, the ICD line must be in position 1 through 4 on the agent phone or the agent will be unable to login.

    Shared Line Support

    Unified CCX 8.0(2) ES1 and later versions offers support for multiline changes to handle events for ACD calls on primary as well as secondary lines of an agent’s phone device. This means when an ACD call exists on an agent’s secondary line, the agent can manage the call on Cisco Agent Desktop (CAD) and Cisco Supervisor Desktop (CSD).

    A call is considered an ACD call based on the following rules:

    – The call is delivered to the Agent from the CSQ.

    – The call is a consult call for an ACD call.

    – An agent on an ACD extension (incoming or outgoing) handles all calls.

    – The call was handled by an agent on an ACD extension at some point during the history of the call.

    – The agent used JAL or DTAL feature (conference/transfer) feature between two calls (at least one of them was an ACD call).

    Under these conditions, the CSD user can monitor, record, barge into, or intercept that call.

    4 Release Notes for Unified CCX and Cisco Unified IP IVR 8.0(2) SU4

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

  • Caveats

    Custom Code Execution

    The various issues with access permissions for custom code are addressed in this release.

    Note The only supported access to read/write files from disk using custom code is to use the customer folder. To view the location of this folder, use the following syntax: System.getProperty(“uccx.customer.dir”) Warning: This customer folder is not backed up by Unified CCX. Also, purging capability is not supported for this folder.

    Restrictions with Generating Historical Reports

    Due to a limitation set for 10K records in CCDR tables, there was an issue to generate HR reports for larger duration.

    To provide the flexibility to generate reports with more than 10,000 records, this limitation has been removed by fixing the defect CSCtj96987. The behavior henceforth will be same as 7.x releases, where the reports can be generated for longer duration (up to the tmpdb capacity of 2 GB).

    Unsupported Configurations and Scenarios for Unified CCX

    Unified CCX 8.0(2) SU4 does not support the following configurations and scenarios:

    • Shared lines for CTI ports and for CTI route points.

Search related