release notes for cisco unified contact center express and ......effective unified ccx 7.0(1) sr4,...

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

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Introduction

IntroductionThese 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 RequirementsFor 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 DocumentationDocumentation 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 NotesTo 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/installation/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.

2Release 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 NoteThe 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 ContentCisco 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) 1.6Effective 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.


Service Release Content

Support for Compliance Recording LicenseCompliance 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 upgradeQM (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 databaseThe 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 PaletteA 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.


Service Release Content

Preventing agent login if agent phone is configured with IPv6Agent 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 CMThe 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 ManagerExpress 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 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:


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 1 shows the maximum number of e-mail agents that are supported with Unified CCX 7.0(1) SR1 and later releases.



Caveats

CaveatsThis section includes the following topics:

• Using Bug Toolkit, page 6

• Known Limitations, page 7

• Resolved Caveats, page 12

Using Bug ToolkitIf you are a registered Cisco.com user, you can find the latest information about resolved, open, and closed caveats for Cisco Unified CCX 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

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 Unified CCX 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 Unified CCX release.

d. Click the desired Advanced Options radio button

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



Caveats

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

Limitation 1

Note Multi-byte languages include Korean, Traditional Chinese, Simplified Chinese, and Japanese.

Problem

Inbound e-mails using multi-byte languages may appear truncated or contain garbled characters. Agent e-mail for these localizations is currently not supported in this release.

For details, refer to the online record for the defect, CSCsv92259, using Bug Toolkit.This issue will be resolved in a future release or SR.

Limitations Defect Id Headline

Limitation 1, page 7 CSCsv92259 The agent e-mail feature does not work properly with multi-byte langs.

Limitation 2, page 8 CSCta44136 No debug logs generated if debug level is increased for CTIStorageServer

Limitation 3, page 8 CSCta44218 Unified CCX Restore operation fails if Cisco Security Agent (CSA) is in enabled state

Limitation 4, page 8 CSCta44938 Unified CCX Backup operation > No CSA popups should be seen

Limitation 5, page 9 CSCta89444 SQL server replication issue after applying OS patch

Limitation 6, page 10 CSCtb88471 CAD true upgrade prompts the user to close the CAD process

Limitation 7, page 10 CSCtd72202 SR patch removes TCP/IP from SQL CLient Network Utility makes DBS OOS

Limitation 8, page 10 CSCtb69337 Help documents navigates to wrong pages with some of the links

Limitation 9, page 12 CSCsz27408 SQL Re-use utility causes blank page to appear during the initial setup of Unified CCX 7.0(1) Administration

Identifier Headline

CSCsv92259 The agent e-mail feature does not work properly with multi-byte langs.


Caveats

Limitation 2

Problem

When debug level for Cisco Desktop Enterprise Service is increased from default level, debug information is not found in the logs related to CTIStorageServer.

For details, refer to the online record for the defect, CSCta44136, using Bug Toolkit.This issue will be resolved in a future release or SR.

Workaround

Set the debug level to default for Cisco Desktop Enterprise Service.

Limitation 3

Problem

Unified CCX Restore operation fails if CSA is in enabled state. For details, refer to the online record for the defect, CSCta44218, using Bug Toolkit.

Workaround

It is important to disable CSA before starting the Unified CCX restore operation. In case of high availability deployments, disable CSA on both the nodes and then perform the restore operation.

Note Ensure that you enable CSA after the backup / restore operation is completed.

Limitation 4

Problem

Unified CCX manual backup operation fails if CSA is in enabled state. This issue is seen only with CSA versions older than CUCM-CSA-5.2.0.281-3.1.5-k9. This issue has been resolved in CUCM-CSA-5.2.0.281-3.1.5-k9 and later versions.

Identifier Headline

CSCta44136 No debug logs generated if debug level is increased for CTIStorageServer

Identifier Headline

CSCta44218 Unified CCX Restore operation fails if CSA is in enabled state

Identifier Headline

CSCta44938 Unified CCX Backup operation > No CSA popups should be seen.


Caveats

For details, refer to the online record for the defect CSCta44938, using Bug Toolkit. Further, this issue will be not be seen in any future releases of CSA.

Conditions

The problem is encountered under the following scenario:

When backup operation is performed on Unified CCX 7.0(1) SR5 with a CUCM-CSA version earlier than CUCM-CSA-5.2.0.281-3.1.5-k9.

Workaround

When using CSA versions older than CUCM-CSA-5.2.0.281-3.1.5-k9, it is important that you disable the CSA prior to starting the Unified CCX backup operation. In case of high availability deployments, disable CSA on both the nodes, and then perform a backup or restore operation.

Note This issue is only seen in CSA versions older than CUCM-CSA-5.2.0.281-3.1.5-k9. Make sure that you enable CSA after the backup / restore operation is completed.

Limitation 5

Problem

SQL server replication issue occurs when OS Patch with Hotfix 2282 for SQL server 2000 ENU (KB960083) is applied on a HA system.

Conditions

The problem is encountered under the following scenario:

Step 1 The latest OS patch installer is run on a Unified CCX 7.0 system. This installs Hotfix 2282.

Step 2 After the OS patch install, Cisco SQL2k version is installed, either directly or using the SQL2k CD Re-use Utility. This will cause a conflict in the SQL patch version numbers and hence the problem.

Workaround

Step 1 Uninstall Hotfix from Control Center > Add/ Remove Programs > “Hotfix 2282 for SQL server 2000 ENU (KB960083)”.

Step 2 Restart the system.

Step 3 Re-apply the latest supported MCS-OS SR installer, which has the “Hotfix 2282 for SQL server 2000 ENU (KB960083).”

Step 4 Restart the system.

Step 5 Follow the workaround as advised in “Limitation 9” section on page 12.

Identifier Headline

CSCta89444 SQL server replication issue after applying OS patch


Caveats

Limitation 6

Problem

When true upgrade starts from 7.0(1) SR2 CAD or 7.0(1) SR3 CAD to 7.0(1) SR5 CAD, a dialogue box is displayed prompting the user to close the CAD process.

For details, refer to the online record for the defect, CSCtb88471, using Bug Toolkit.

Workaround

Click Ok when using a Windows XP system; and Click Ignore when using a Windows Vista system.

Limitation 7

Problem

Installing Unified CCX 7.0(1) SR5 removes TCP/IP from the list of protocols on the SQL CLient Network Utility causing the database subsystem, which is integrated to an external database, to fail.

For details, refer to the online record for the defect, CSCtd72202, using Bug Toolkit.

Workaround

Manually add the TCP/IP protocol on the Unified CCX server (on both servers incase of high availability), by performing the following steps:

Step 1 Go to Start -> Programs -> Microsoft SQL Server -> Client Network Utility.

a. Alternately, if the shortcut is not available in the Start menu, you could also start the Client Network Utility from Start -> Run -> type cliconfg.exe.

Step 2 Add TCP/IP to Enabled Protocols list.

Limitation 8

Identifier Headline

CSCtb88471 CAD true upgrade prompts the user to close the CAD process

Identifier Headline

CSCtd72202 SR patch removes TCP/IP from SQL CLient Network Utility makes DBS OOS

Identifier Headline

CSCtb69337 Help documents navigates to wrong pages with some of the links


Caveats

Problem

Some of the navigation links in the ‘Managing the Cisco Unified CCX System’chapter on the left navigation bar in the online help display incorrect pages.

Workaround

Table 2 displays the correct links for the pages.

Table 2 Correct Links for the Online Help pages

Heading in the left navigation (to reach this page) Correct Link (click on this page)

Printing Garbage Collector Details Server Details

Server Details Managing Cisco Unified CCX Engine

Managing the Cisco Unified CCX Engine Monitoring Service Status

Monitoring Service Status Controlling the Auto Refresh Interval

Controlling the Auto Refresh Interval Managing Cisco Unified CCX CDS Information

Managing Cisco Unified CCX CDS Information Managing System Parameters

Managing System Parameters Exiting Cisco Unified CCX Administration

Exiting Cisco Unified CCX Administration Tracing Configuration

Tracing Configuration Cisco Unified CCX Log Collection Tool

Cisco Unified CCX Log Collection Tool Cisco Unified CCX Utilities

Cisco Unified CCX Utilities Cisco Unified CCX Admin Utility

Cisco Unified CCX Admin Utility Guidelines and Requirements for the Unified CCX Admin Utility

Guidelines and Requirements for the Unified CCX Admin Utility

Logging on to the Unified CCX Admin Utility

Logging on to the Unified CCX Admin Utility Changing the Unified CCX Administrator Password

Changing the Unified CCX Administrator Password Changing the Unified CCX Administrator Password for Multiple-Node Deployments

Changing the Unified CCX Administrator Password for Multiple-Node Deployments

Synchronizing the Unified CCX Administrator Password for Multiple-Node Deployments

Synchronizing the Unified CCX Administrator Password for Multiple-Node Deployments

Synchronizing Cisco Historical Reports User Password

Synchronizing Cisco Historical Reports User Password Refreshing Account Sync Status

Refreshing Account Sync Status LogLevel Entry in Registry

LogLevel Entry in Registry Timeout Seconds Entry in Registry

Timeout Seconds Entry in Registry ExtRetries Entry in Registry

ExtRetries Entry in Registry Cisco Unified CCX Serviceability Utility

Cisco Unified CCX Serviceability Utility Launching Cisco Unified CCX Serviceability Utility

Launching Cisco Unified CCX Serviceability Utility Updating Property File information

Updating Property File information Updating Unified CCX IP Address Information


Caveats

Limitation 9

Problem

On systems where "Hotfix 2282 for SQL server 2000 ENU (KB960083)” has been applied, the SQL version in configuration object is not updated to reflect the SQL version on the system.

Known Issues:

• Blank page is displayed during Appadmin setup after codec configuration.

• SQL Version mismatch error is displayed during Restore. Identical SQL version has been detected during the process, but Appadmin reports error.

Workaround

Contact TAC to resolve the issue.

Resolved CaveatsTable 3 lists defects that are resolved in Unified CCX 7.0(1) SR5 release.

To view the defects that were resolved in the previous service releases of 7.0(1), visit the following URL and select the Cisco Customer Response Solution Software Releases hyperlink:

http://tools.cisco.com/support/downloads/go/Model.x?mdfid=270569179&mdfLevel=Software%20Family&treeName=Voice%20and%20Unified%20Communications&modelName=Cisco%20Unified%20Contact%20Center%20Express&treeMdfId=278875240

Resolved (R) caveat indicates that the bug is fixed. The assigned engineer moves the bug to this state when testing is complete.

For more information about each of these defects, you can access the Bug Toolkit here:


You must be a registered Cisco.com user to access this online information.

Updating Unified CCX IP Address Information Updating Unified CM Information

Updating Unified CM Information Examples: Updating Cisco Unified CCX IP Address Information

Table 2 Correct Links for the Online Help pages

Heading in the left navigation (to reach this page) Correct Link (click on this page)

Identifier Headline

CSCsz27408 SQL Re-use utility causes blank page to appear during the initial setup of Unified CCX 7.0(1) Administration


http://tools.cisco.com/support/downloads/go/Model.x?mdfid=270569179&mdfLevel=Software%20Family&treeName=Voice%20and%20Unified%20Communications&modelName=Cisco%20Unified%20Contact%20Center%20Express&treeMdfId=278875240


Obtaining Documentation, Obtaining Support, and Security Guidelines

Because defect status continually changes, be aware that Table 3 reflects a snapshot of the defects that were Resolved at the time this report was compiled. For an updated view of Resolved defects, access Bug Toolkit as described in the Using Bug Toolkit, page 6.

Obtaining Documentation, Obtaining Support, and Security Guidelines

For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

Table 3 Caveats Resolved in Unified CCX 7.0(1) SR5

Identifier Headline

CSCtb06496 CSQ will not accept skills with a space in the string

CSCtc32123 UCCX 7.x Select Resource Step reaches 1000 step max and fails

CSCtc49448 Uninstall of SR4ES02_build021, uninstalls the SR4 compatible JRE1.6


http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Documentation Feedback

Obtaining Troubleshooting AssistanceFor the most current troubleshooting information and tips, visit the following URL: http://www.cisco.com/en/US/support/index.html

For assistance with identifying and troubleshooting common problems, access the Cisco TAC Case Collection Tool (TCCT) at the following URL:

http://www.cisco.com/kobayashi/support/tac/tsa/launch_tsa.html

From the Tools and Utilities page, select the Voice technology link, and search for a solution using a free text query or a guided search.

Documentation FeedbackYou can provide comments about this document by sending e-mail to the following address:

mailto:[email protected]

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release notes for cisco unified contact center express and ......effective unified ccx 7.0(1) sr4,...

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