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CCE 71 Release 71(1) introduces the following new features

By Thelma Young,2014-07-11 17:01
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CCE 71 Release 71(1) introduces the following new features ...

CCE 7.1

    Release 7.1(1) introduces the following new features:

    Cisco Unified Mobile Agent

    ECC Variable Persistence Selection

    Support Tools Node Agent automatically installed.

    Support for the InstallShield Silent Installation (not supported for CAD).

    System IPCC Localization Support

    Support for Cisco CVP NetworkVRU Type 10

    ICM ID Finder Tool Enhancement

    Technical Changes and Notes, page 8, also provide information on new features

    that are technical in nature.

    If you are also deploying CTI OS, the respective Release 7.1(1) provides the following

    new features (Details available in the CTI OS Release Notes for Release 7.1(1)):

    Citrix MetaFrame Presentation Server 4.0 Support

    Mobile Agent Support

    Support for Up To 1500 Agents

    Silent Install

    Silent Monitoring Architecture Changes

    If you are also deploying Cisco Agent Desktop (CAD), the respective Release 7.1(1)

    provides the following new features (details available in the Cisco Agent Desktop

    Release Notes for Release 7.1(1)):

    Cisco Agent DesktopBrowser Edition (CAD-BE), a browser-based version of Cisco

    Agent Desktop

    Cisco Agent Desktop includes up to 6 tabbed browser windows

    Cisco Supervisor Desktop includes a supervisor workflow email alert action email

    alerts that notify supervisors whenever skill group thresholds for Number of Calls

    Waiting and Oldest Call in Queue are not met

    Cisco Supervisor Desktop includes an integrated browser window

    Cisco Unified Mobile Agent is supported for use with Cisco Agent Desktop and

    CAD-BE

    Cisco Unified Intelligent Contact Management (ICM) reason codes are integrated

    into CAD

    Reason codes, wrap-up data, and phone books are assigned on both the global

    and work flow group levels

7.2

    New and Changed Information

    NoteNew features available in the accompanying release of CTI OS are

    discussed in the CTI OS Release Notes for Release 7.2(1)).New features

    available in the accompanying release of Cisco Agent Desktop (CAD) are

    discussed in the Cisco Agent Desktop Release Notes for Release 7.2(1)).New

    features available in the accompanying release of Cisco Unified Contact

    Center Management Portal are discussed in the Release Notes for Cisco

    Unified Contact Center Management Portal Release 7.2(1).

    Release 7.2(1) introduces the following new features:

    CallManager-Based Silent Monitoring, page 5

    Avaya Agent Routing Service (ARS), page 5

    Cisco Security Agent (CSA) 5.0, page 6

    Russian and Traditional Chinese Localization, page 6

    Support Tools 2.1 Node Agent Bundling, page 6

    Drill-Down Enhancement for Reporting, page 7

    Configuration Scalability Limit Enhancements, page

    ICM Database Schema Changes, Release 7.1(1) to Release 7.2(1), page 8

7.2 CAD

    New and Changed Information General

    Localized in Russian and Traditional Chinese

    Support for Windows MUI language packs

    Improved legibility of Graphical User Interface (GUI)

    Support for Windows 2003 Server R2

    Support for Windows Vista

    NoteAutomated updates are not supported on Windows

    Vista in this release.

Cisco Agent DesktopBrowser Edition

    Login and password encryption

    Cisco Unified IP Phone Agent

    Login and password encryption

    Cisco Supervisor Desktop

    Support for Cisco Unified CallManager-based agent call silent monitoring via an IP

    phone

    Cisco Desktop Administrator

    Streamlined configuration setup during installation

    Integration of CAD Services LDAP and Recording and Statistics Service Database

    configuration

    Support for Microsoft Simple Network Management Protocol (SNMP)

    Improved serviceability with enhanced logging message content

    Support for exporting and importing workflow actions

7.2 CTIOS

    CTI OS Release 7.2(1) is a minor release that contains fixes. Release 7.2(1) is incremental and

    cumulative, and can be rolled back. CTI OS 7.2(1) contains the following new functionality:

    •CallManager (CCM) Based Silent Monitor

    •Agent Routing Integration (ARI)

    •Russian and Traditional Chinese Localization

    --------------------------------------------------------------------------------------------------------------

7.2 CCMP

    •Expanded Call Context Variables, page 5

    •New Audit Reports, page 5

    •Concurrent Use of External Provisioning Systems, page 5

    CCE 7.5

    Specific feature support in this release augments/expands certain system deployments, including:

    •System IPCCE support for Unified CVP. •Co-locate the Outbound Controller on the Agent/IVR Controller in System IPCCE.

    •QoS support for VRU PIM and JTAPI. •Split System PG and Gateway PG configurations (geographically distributed System IPCCE

    and Gateway PGs is now a supported deployment model).

    •Significantly higher PG capacity. •CTI OS multi-server support and platform upgrades (see Release Notes for Cisco CTI OS,

    Release 7.5(1)).

    •Unified Contact Center Management Portal (CCMP) support with System IPCCE.

    •Expert Advisor PG Deployment Model support (including the configuration and installation of Expert Advisor PG Type).

    •Improved performance characterizations in the Cisco Unified Contact Center Enterprise

    Solution Reference Network Design (SRND) document.

    •Platform updates, security enhancements, and serviceability improvements.

    ICM Enterprise Edition

    •Configuration Support for 150 PGs, page 5 •Improvement of the ICM/IPCC User List Tool, page 6

    •Support for SQL Server 2005, page 6 •Improved Purge Mechanism, page 6 •“Expert Advisor” Client/Peripheral Type, page 6 •Security Enhancements, page 6

    •Cisco Security Agent (CSA), page 7 •Differentiated Services Code Point (DSCP) Tagging in VRU PIM, page 8

    •Internationalization (I18N) Language Pack, page 8 •Enhanced Data Migration Tool (EDMT), page 8

    •Translation Route Enhancements, page 8 •Exposing Configuration of Active Directory Application Service Account Parameters,

    page 9

    •Support Tools Node Agent Automatically Installed, page 9

    •Outbound Option, page 9

    •Port Utilization Changes, page 9

    •JRE/JDK/Apache Tomcat, page 10

    •Event Management System Logs, page 10 •Windows Operating System Support, page 10

IPCC Enterprise Edition

    In addition to supporting the above listed ICM Enterprise features, IPCC Enterprise Edition also

    has the following enhancements.

    NoteCertain of the ICM Enterprise features do not apply to

    System IPCC Enterprise, and are so noted above.

    •System IPCCE Support for Unified CVP, page 11 •Additional Deployment Supported, page 11 •System IPCCE Upgrade, page 11

    •System IPCCE Uninstall and WebView Third-Party Tools, page 11 •Co-location of Outbound Controller with the Agent/IVR Controller in System IPCCE,

    page 11

    •Mobile Agent Connect Tone, page 12

    •DSCP Tagging in VRU PIM (PG to IP IVR and Unified CVP Link), page 12

    •DSCP Tagging in CallManager PIM (PG to CTIManager), page 12

    •Unified Contact Center Management Portal Enhancement, page 12

•Support Split System PGs and IPCC Gateway PGs over the WAN, page 13

    •Performance and Sizing Characterization, page 13 •Outbound Option, page 13

    Unified Contact Center Management Portal Enhancement

    With this release, Unified Contact Center Management Portal now provides

    •Support for System IPCC Enterprise

    Automatically configures ICM deployment type

    User interface when using System IPCCE shows only supported resources

    Unified Person/Agent provisioning when using System IPCCE

    CCMP may be deployed co-resident with the System IPCCE AW/HDS

    •Support for a dual provisioning workflow in which CCMP does not write to Cisco Unified

    Communications Manager

    •External Authentication / Single Sign-on (SSO)

    Enables single sign-on when deployed with a Microsoft Windows 2003 Active

    Directory environment

    Removes the necessity to login to CCMP separately

    Provides a unified single sign-on solution for IPCC deployments that use Active

    Directory to secure agent and user desktops

    Optional capability allows individual deployments to choose single sign-on or

    separate CCMP sign-on according to business needs

    Restrictions on user access still handled by CCMP Security Manager tool

    •Ability to Add Custom Links to CCMP Top Menu

    Ability to invoke required external web applications without leaving CCMP

    Provides appearance of a single integrated application

    •Security Manager User Interface Enhancements

    Simplifies workflow by using tabbed interfaces

    Includes Global security under Security Manager

    –Reduces navigational overhead with new „pop-up‟ for assigning permissions

    Reduces training requirements by using same interface for assigning folder roles,

    adding members to groups, adding members to global roles

    •CCMP Enables Agents to Manage Their Own Passwords

    This functionality extends even to agents who do not have CCMP logins.

    CCMP users with the appropriate security permissions may change the passwords of

    other agents.

    •Support for CCMP within a Unified CCE Parent / Child deployment. Exclusions: the Parent

    must be Unified CCE (not ICME) and the Child cannot be Unified CCX

    CTIOS 7.5

•CTI OS Multi-Server Modifications

    •CTI OS Setup Changes •Registry Information

    •CTI OS Toolkit 7.5(1) Enhancements

    •Microsoft Windows Vista Support

    •Sun JDK/JRE 1.6_05

    •RedHat Linux Enterprise Workstation 5.0

    •Citrix 4.5 Support

    •CTI OS Serviceability

CAD 7.5

    New and Changed Information

    General

    Discontinuation of support for Microsoft Windows 2000 Professional on PCs running

    desktop applications (Agent Desktop, Supervisor Desktop, and Desktop

    Administrator)

    Integration with Cisco Unified Presence

    Support for Microsoft SQL Server 2005

    Enhanced accessibility through additional shortcut keys

    Additional localization in French Canadian and Norwegian

    Support for automated updates with Windows Vista

    Cisco Agent Desktop

    Agent Desktop now requires either Microsoft Windows XP Service Pack 2,

    Microsoft Windows Vista, Citrix MetaFrame Presentation Server, or Microsoft

    Terminal Server for Windows

    Integration with Cisco Unified Presence, giving chat access to non-agent users

    Cisco Supervisor Desktop

    Supervisor Desktop (CSD) now requires either Microsoft Windows XP Service Pack

    2 or Microsoft Windows Vista

    Integration with Cisco Unified Presence, giving chat access to non-agent users

    Support for up to 10 tabs in the Supervisor Desktop integrated browser

    Cisco Desktop Administrator

    Desktop Administrator (CDA) now requires either Microsoft Windows XP Service

    Pack 2 or Microsoft Windows Vista

Administration of integrated Unified Presence feature through a new browser-based

interface named Cisco Desktop Presence Administrator

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