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 Desktop–Browser 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 Desktop—Browser 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
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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