Release Notes for Cisco Unified Contact Center Enterprise SolutionRelease 11.0(2)First Published: March 17, 2016

Last Modified: June 01, 2016

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C O N T E N T S

C H A P T E R 1 Introduction 1

Release Notes for Contact Center Solutions 1

Cisco Security Advisories 1

C H A P T E R 2 Cisco Unified Contact Center Enterprise 3

Change History 3

New and Updated Features 4

New Features 4

Updated Features 4

Live Data 4

Contact Sharing 4

Contact Sharing Scripting - Local Queue Variables 5

Contact Sharing Congestion Control 5

Script Editor Call Queue Priority 6

Reports 6

Expanded Call Context (ECC) Variables 6

Dialer Prefix Data Updates 7

ESXi 6.0 Support 7

UCS C240 M4 Hardware Support 7

Increase in Call Types Support per Skill Group 7

Deprecated Features 7

Important Notes 8

Maintenance Release Installation 8

Live Data COP Files 8

Removed and Unsupported Features 8

Documentation Changes 9

Live Data Documentation Changes 9

Solution Component and Feature Availability by Deployment Type 9

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) iii

Automatic Configuration of Router and Peripheral Gateway TIP Services in the

AWDB 10

Configure Live Data Machine Services 11

Third-party Software Impacts 12

C H A P T E R 3 Cisco Unified Web and E-Mail Interaction Manager 13

Change History 13

New and Updated Features 13

New Features 13

Deployment and Configuration 13

Integrate with Unified CCE from the Administration Console 13

Configure Dynamic Messages for Integrated Chats from the Administration

Console 14

New Settings in the Administration Console 14

Updated Features 14

Agent Experience 14

Changes to Pick, Pull, and Transfer 14

Deployment and Configuration 15

Refreshed Templates for CallBack 15

Improved Routing for Chat 15

Platform 15

Updated Server Requirements 15

Updated User Desktop Requirements 15

Deprecated Features 15

Important Notes 16

Removed and Unsupported Features 16

Third-Party Software Impacts 16

C H A P T E R 4 Caveats 17

Caveat Queries by Product 17

Bug Search Tool 17

Severity 3 or Higher Caveats for Release 11.0(2) 18

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)iv

Contents

C H A P T E R 1Introduction

These release notes describe new features and changes for Release 11.0(2) of Unified Contact CenterEnterprise and its solution component Cisco Unified Email Interaction Manager - Web Interaction Manager.

• Release Notes for Contact Center Solutions, page 1

• Cisco Security Advisories, page 1

Release Notes for Contact Center SolutionsRelease 11.0 introduced release note compilations for each of the contact center solutions. The compilationscontain all of the release notes for one solution type and the components that you can use with that contactcenter.

Follow these links to find the Release 11.0(2) release note compilations:

• Release Notes for Cisco Packaged Contact Center Enterprise Solution Release 11.0(2) at http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-release-notes-list.html.

• Release Notes for Cisco Hosted Collaboration Solution for Contact Center Release 11.0(2) at http://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-release-notes-list.html.

Cisco Security AdvisoriesAddressing security issues in Cisco products is the responsibility of the Cisco Product Security IncidentResponse Team (PSIRT). The Cisco PSIRT is a dedicated, global team that manages the receipt, investigation,and public reporting of security vulnerability information that relates to Cisco products and networks.

For information on existing security issues, see Cisco Security Advisories, Responses, and Alerts at http://tools.cisco.com/security/center/publicationListing.x

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 1

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)2

IntroductionCisco Security Advisories

C H A P T E R 2Cisco Unified Contact Center Enterprise

• Change History, page 3

• New and Updated Features, page 4

• Documentation Changes, page 9

• Third-party Software Impacts, page 12

Change HistoryDateSeeChange

April 2016Script Editor Call Queue Priority , onpage 6

Increase in Script Editor CallQueue Priority maximum

Increase in Call Types Support perSkill Group, on page 7

Increase in Call Types Support perSkill Group

March 2016Initial Release of Solution Document for Release 11.0(2)

February 2016ESXi 6.0 Support, on page 7ESXi 6.0 Support

UCSC240M4Hardware Support, onpage 7

UCS C240 M4 Hardware Support

Live Data COP Files, on page 8Corrected link to Live Data COPfiles.

December 2015Initial Release of Document for Release 11.0(2)

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 3

New and Updated Features

New FeaturesThis release has no new features.

Updated FeaturesThe following sections describe updated features pertinent to Unified CCE Release 11.0(2).

• Live Data

• Contact Sharing

• Script Editor

• Reports

• Expanded Call Context (ECC) Variables

• Dialer Prefix Data

• ESXi

• Call Types Per Skill Group

• UCS C240 M4 Hardware

Documentation Updates

Use the updates provided in this document in conjunction with (as necessary) the existing Unified CCERelease11.0(1) documentation on Cisco.com. You can find further clarification about where to find documentationupdates in Documentation Changes, on page 9.

Unified CCE Compatibility Matrix

For compatibility details, see the Unified CCE Solution Compatibility Matrix for 11.0(x) at http://docwiki.cisco.com/wiki/Unified_CCE_Solution_Compatibility_Matrix_for_11.0(x).

Live DataThis release extends support for Live Data to include Unified CCE Gateway PGs and the Avaya (Definity)peripherals.

This release requires that you install a Live Data Cisco Options Package (COP) file. For more information,see Live Data COP Files, on page 8.

Contact SharingThis release includes the following Contact Sharing updates. Contact Sharing is a feature supported on theContact Director.

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)4

Cisco Unified Contact Center EnterpriseNew and Updated Features

For more information about Contact Sharing, see theCisco Unified Contact Center Enterprise Features Guideat http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.

Contact Sharing Scripting - Local Queue Variables

To support the Gateway and Avaya (Definity) peripherals, the Contact Sharing scripting variables exposelocal queue data reported by Live Data.

There are two new variables in this release:

• RouterQueuedNow - The number of calls that Live Data reports queued to the RouterQueue.

• LocalQueuedNow - The number of calls that Live Data reports queued to the LocalQueue.

Live Data reports LocalQueue as the number of calls queued to the TDM PG for SkillGroups.

Because PQ does not support the TDM PG, LiveData does not report data for PQ. To support ContactSharing groups that include both skill groups and PQs, the LocalQueuedNow variable is made availableto PQ with a value of 0. For example, the rule expression, Queue.*.LocalQueuedNow can be used foreither skill groups or PQ.

The XQueuedNow and QueuedNow variables also include local queue data:

• XQueuedNow is an extrapolated queue count based on RouterQueue and LocalQueue.

• QueuedNow is the sum of RouterQueuedNow + LocalQueuedNow + XQueuedNow.

The procmon command dskill, dpq shows the current value of these Contact Sharing variables. For theQueuedNow variable, the command displays the value as finalValue(baseValue, extrapolatedValue). Thisallows you to understand the base value and extrapolated value used in the calculation. The base value isrouterTasksQueuedNow+localTasksQueuedNow. The extrapolated value is XQueuedNow.

Contact Sharing Congestion Control

Each Unified CCE target in a Contact Sharing system can enable congestion control. As the call rate of aUnified CCE system increases past configured thresholds, the system sets a congestion level. As each congestionlevel is reached, the target system restricts capacity by rejecting a percentage of the calls routed to it. Thisrestriction ensures that the calls that the target does receive can be handled successfully.

Contact Sharing also implements congestion control to avoid routing calls to overloaded targets. The ContactSharing system monitors the congestion level reported by Live Data for each target system that has enabledcongestion control. Contact Sharing uses the congestion level to include the targets' capacity as part of itsrouting decision. The Contact Sharing server first calculates the AcceptIf and ContactShareRule expressionresult, and then adjusts its routing algorithm to reduce the number of calls assigned to target systems that haveincreased congestion levels.

The Contact Sharing server generates an informational system event when the congestion level received froma target system changes.

Congestion control for Contact Sharing is enabled by default.

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 5

Cisco Unified Contact Center EnterpriseUpdated Features

Script Editor Call Queue PriorityUnified CCE 11.0(2) increases the queue priority maximum from 10 to 20. You can set call queue priorityon the following nodes:

• Precision Queue

• Queue to Skill Group

• Queue to Agent

• Queue Priority

If you create a script with a priority greater than 10 (between 11 and 20, in other words) in Unified CCERelease 11.0(2) and you must later revert to an earlier version, keep the following in mind:

• The script loads with a priority of 10 in the earlier version of Script Editor. The priority of 10 reflectsthe maximum allowed prior to Release 11.0(2).

• The router loads the script without any issues but continues to route based on the priority defined inRelease 11.0(2). For example, if you set a priority of 15 in 11.0(2), the actual priority value the scriptdefines is still stored as 15 in the database for that script in the pre-11.0(2) version you revert to.

• If you want to uninstall Release 11.0(2), consider reviewing the node scripts before the uninstall to seewhich ones include a priority of greater than 10. You can edit and save those scripts before or after youuninstall.

ReportsThis release provides overall enhancements in consistency and usability for Contact Sharing reports.

The release also includes:

• A new Contact Sharing report named CS Queue Over Time. This report provides the number of callsrouted to each queue (precision queue or skill group) configured in the Contact Sharing system for thegroups selected in the report filter.

• Additional queue status information in two new fields for the Live Data Skill Group report. The QueuedNow field identifies the number of tasks currently queued for the skill group. The Longest in Queuefield indicates the longest time that a task has been waiting in the skill group to be handled by an agent.

Expanded Call Context (ECC) VariablesWhen you configure ECC variables, be sure that:

• The ECC variables' size does not exceed 2,000 bytes.

• The ECC variables' size and the variable names' length do not exceed 2,500 bytes.

If these maximum allowable sizes are exceeded, the CTI Server strips out the variable strings before they aresent.

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)6

Cisco Unified Contact Center EnterpriseUpdated Features

Dialer Prefix Data UpdatesThis release includes accuracy updates for the dialer prefix (NPA/NXX) data in the database.

ESXi 6.0 SupportUnified CCE Release 11.0(2) supports ESXi 6.0 update 1. For information about all supported ESXi versions,see the Virtualization for Unified CCEDocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCE.

UCS C240 M4 Hardware SupportThe minimum supported version of UCS Firmware for UCS C240 M4 hardware is 2.0(9c).

The Administration Workstation/Historical Data Server/Detailed Data Server (AW/HDS/DDS) requires aneight-disk data store to meet the overall I/O operations per second (IOPS) requirement for UCCE deploymentmodels up to 4,000 agents. You can use either of the following configuration options:

• Default TRC RAID configuration - Split the database into two devices, on two vDisks, on two of thefour available data stores.

• Alternate RAID configuration - Deploy the database on a single, eight-disk data store.

Increase in Call Types Support per Skill GroupThe number of supported call types you can create per skill group increases in this release from 10,000 to15,000.

Deprecated FeaturesThis release has no deprecated features.

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 7

Cisco Unified Contact Center EnterpriseDeprecated Features

Important Notes

Maintenance Release Installation

Procedure

Step 1 Plan and schedule the maintenance period.Step 2 Review all applicable documentation.Step 3 Download the maintenance release from the Unified Contact Center Enterprise Download Software page.

You can find the page at https://software.cisco.com/download/release.html?mdfid=268439622&flowid=46046&softwareid=280840583&release=11.0(1)&relind=AVAILABLE&rellifecycle=&reltype=latest

Step 4 Stop all ICM services.Step 5 Uninstall any ES that are installed on the servers.Step 6 Double-click the maintenance release file to begin the installation.Step 7 Follow the on-screen instructions to complete the installation.

Live Data COP FilesThis release includes the following two Live Data (Standalone) Cisco Options Package (COP) files:

• ciscocuic.11.0.1-gateway-pg-support-install.cop.sgn

• ciscocuic.11.0.1-gateway-pg-support-uninstall.cop.sgn

To download and apply each COP file, see the Unified Contact Center Enterprise Download Software pageat:

https://software.cisco.com/download/release.html?mdfid=282163829&flowid=&softwareid=282377062&release=11.0%281%29&relind=AVAILABLE&rellifecycle=&reltype=latest.

Removed and Unsupported FeaturesThis release has no removed or unsupported features.

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)8

Cisco Unified Contact Center EnterpriseImportant Notes

Documentation Changes

Live Data Documentation Changes

Solution Component and Feature Availability by Deployment TypeThe following table from the Cisco Unified Contact Center Enterprise Design Guide for Release 11.0(1) liststhe availability of certain components and features in various deployment types.

Live Data is supported for UCCE 450 Agents Progger (only Lab users). To support Live Data in labdeployments, the Machine_Host table contains the MachineType 27 = Unified CCE Progger.

Availability by Deployment TypeSolutionComponentand Feature 11—HCS-CC

1000 Agents12—HCS-CC500 Agents14—HCS-CC4000 Agents15—HCS-CC12000 Agents

7—PackagedCCE:CCE-PAC-M110—PackagedCCE:CCE-PAC-M1Lab Only

5—UCCE 8000AgentsRouter/Logger6—UCCE12000 AgentsRouter/Logger9—UCCE 4000AgentsRogger13—UCCE 450AgentsProgger

4—ICMRouter/Logger8—ICMRogger

2—ContactDirector

1—NAM3—NAMRogger

YYYYNNUnifiedCCE/UnifiedCommunicationsManagerAgents

NNNYNNThird-partyACD AgentPG

NNYYYNThird-partyIVR PG

YYYNNNPrecisionRouting

YYY1NNNLive Data

NNYYYYICM-to-ICMGateway

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 9

Cisco Unified Contact Center EnterpriseDocumentation Changes

Availability by Deployment TypeSolutionComponentand Feature 11—HCS-CC

1000 Agents12—HCS-CC500 Agents14—HCS-CC4000 Agents15—HCS-CC12000 Agents

7—PackagedCCE:CCE-PAC-M110—PackagedCCE:CCE-PAC-M1Lab Only

5—UCCE 8000AgentsRouter/Logger6—UCCE12000 AgentsRouter/Logger9—UCCE 4000AgentsRogger13—UCCE 450AgentsProgger

4—ICMRouter/Logger8—ICMRogger

2—ContactDirector

1—NAM3—NAMRogger

YYYY2NNCisco Finesse

NYYNNNAgentRequest API

UnifiedCCDM3

NYYNNUnifiedCCMP

UnifiedCCDM5

YPartial4NNNWeb Adminand RESTAPIs

NNNYNNParent orChild

NNNYNNCICM

1 Live Data is supported for UCCE 450 Agents Progger (only Lab users).2 Finesse is only available for Unified CCE/Unified Communications Manager agents. Finesse is not available for Third-party ACD agents.3 Unified CCDM is the management tool for Unified HCS for Contact Center.4 Only Precision Routing configuration is exposed.5 Unified CCDM is the management tool for Unified HCS for Contact Center.

Automatic Configuration of Router and Peripheral Gateway TIP Services in the AWDBThe following information is from the Cisco Unified Contact Center Enterprise Design Guide for Release11.0(1); you can find this document at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html. For this release, the topic's contentchanges to indicate support for Avaya (Definity) peripherals.

Live Data service connects to the Distributor server and determines the Router and Peripheral Gateway (PG)TIP connection information to establish the live data feed. This connection information is automaticallypopulated in the AW database when the corresponding Router / PG service is started.

To establish the feed from the PG, restart Live Data service when:

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)10

Cisco Unified Contact Center EnterpriseLive Data Documentation Changes

• A new PG that supports Live Data is started for the first time.

• A PG is upgraded to the latest version of Unified CCE.

If an existing PG is decommissioned or removed, restart the Live Data service to stop it from trying to establisha connection to that PG.

Cisco Unified Communications Manager (CUCM) PG, generic PGs with CUCM peripherals, UnifiedCCE Gateway PGs, and Avaya (Definity) peripherals are supported for Live Data.

Note

Configure Live Data Machine ServicesThe following information is from the Cisco Unified Contact Center Enterprise Installation and UpgradeGuide for Release 11.0(1); you can find this document at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html. For this release,the topic's content changes to indicate support for Avaya (Definity) peripherals.

This command tells the AW where your Live Data machine services are located.

Whenever you run set live-data machine-services, be sure to also run set live-data cuic-datasource toreconfigure the Live Data data sources for the Unified Intelligence Center. See Configure Live DataUnified Intelligence Center Data Sources in the Cisco Unified Contact Center Enterprise Installation andUpgrade Guide.

Note

Procedure

Step 1 Log in to your Live Data server.Step 2 Run the following command to configure the Live Data machine services:

set live-data machine-services awdb-user awdb-pwd

Use the user@domain format to specify the AW database domain user with write-access permission. Thedomain is a fully qualified domain name (FQDN), and the username is a user principal name. You must beauthorized to change Unified CCE configuration.

Note • To populate the connection information automatically, your deployment must support LiveData. To set the deployment type, see Set Deployment Type in theCisco Unified Contact CenterEnterprise Installation and Upgrade Guide.

• Cisco Unified Communications Manager (CUCM) PG, generic PGs with CUCM peripherals,Unified CCE Gateway PGs, and Avaya (Definity) peripherals are supported for Live Data.

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 11

Cisco Unified Contact Center EnterpriseLive Data Documentation Changes

Third-party Software ImpactsSee the Unified CCE Solution Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE for more information on third-party software.

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)12

Cisco Unified Contact Center EnterpriseThird-party Software Impacts

C H A P T E R 3Cisco Unified Web and E-Mail InteractionManager

• Change History , page 13

• New and Updated Features, page 13

• Third-Party Software Impacts, page 16

Change HistoryDateSeeChange

June 1, 2016Updated Server Requirements, onpage 15

Updated Server Requirements

Updated User Desktop Requirements,on page 15

Updated User DesktopRequirements

New and Updated Features

New Features

Deployment and Configuration

Integrate with Unified CCE from the Administration Console

Administrators can now integrate Unified EIM andWIMwith Unified CCE from the Administration Console.Administrators can also import and map Unified CCE objects from the Administration Console. All business

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 13

object management is now done through the user interface. (In previous releases, these tasks were done usingthe UI Configuration Wizard, which required access to a server.)

Be aware that once you enable integration, configure an application instance, select an Agent PG, and save,you change the deployment from a nonintegrated system to an integrated one. This operation is not reversible(that is, you cannot revert to the nonintegrated system).

Configure Dynamic Messages for Integrated Chats from the Administration Console

A Dynamic Run Application Script Request (DRASR) allows you to display wait messages with dynamictext (such as expected wait time) to customers while Unified EIM and WIM and Unified CCE integratedsystems process chat and call requests. You can use ECC variables and call variables to display the dynamiccontent.

Partition administrators can configure these wait messages from the DRASR node in the AdministrationConsole.

New Settings in the Administration Console

Partition administrators can now configure the following new settings from the Administration Console:

• Proactive monitoring refresh interval (seconds)

• Chat watchdog interval (seconds)

• Reason code for Agent Not Ready

• Alert agent when non-interruptible activity is assigned

• Maximum wait time for login response from UCCE (seconds)

• Enable eGain-picks-the-agent routing

• Enable chat queueing

• Starvation time for activities

• Media class names

• Agent availability settings after completion of call

For details about each setting, see the Cisco Unified Web and E-Mail Interaction Manager Administrator'sGuide to Administration Console at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-email-interaction-manager/products-maintenance-guides-list.html.

Updated Features

Agent Experience

Changes to Pick, Pull, and Transfer

Integrated agents can now:

• Transfer more than one email activity to another integrated user or queue at one time

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)14

Cisco Unified Web and E-Mail Interaction ManagerUpdated Features

• Transfer emails to agents who have not made themselves available to receive work

• Pick more than one email activity from another integrated user or queue at one time

• Pick email activities that are queued in Unified CCE

• Pick email activities from another integrated user who is not logged in to the application

Deployment and Configuration

Refreshed Templates for CallBack

A modern, completely redesigned template set, named Rainbow, is available out-of-the-box for call back.

Improved Routing for Chat

Auto-pushed back chats are now placed at the top of the External Agent Assignment Service (EAAS) queue.(In previous releases, integrated chat activities that were auto-pushed back to the queue were placed at thequeue's end.)

Platform

Updated Server Requirements

This release requires newer versions of the following software to deploy Unified WIM and EIM:

•Wildfly 8.2.0

• JDK 1.8, Update 65 (64 bit)

For instructions about installing these requirements, see theCisco UnifiedWeb and E-Mail InteractionManagerUpgrade Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-email-interaction-manager/products-installation-guides-list.html.

Updated User Desktop Requirements

Unified WIM and EIM Release 11.0(2) requires one of the following versions of Internet Explorer:

• Internet Explorer 11 (Compatibility Mode)

• Internet Explorer 10 (Compatibility Mode)

No other browser or version is supported.

Deprecated FeaturesThis release has no deprecated features.

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 15

Cisco Unified Web and E-Mail Interaction ManagerDeprecated Features

Important NotesThis release has no important notes.

Removed and Unsupported FeaturesThis release has no removed and unsupported features.

Third-Party Software ImpactsThere are no third-party software impacts for Unified WIM and EIM Release 11.0(2).

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)16

Cisco Unified Web and E-Mail Interaction ManagerImportant Notes

C H A P T E R 4Caveats

• Caveat Queries by Product, page 17

Caveat Queries by Product

Bug Search ToolIf you have an account with Cisco.com, you can use the Bug Search tool to find caveats of any severity forany release. Access the Bug Search tool at https://www.cisco.com/cisco/psn/bssprt/bss. Enter the bug identifierin the search box, and press return or click Search.

To access a list of open caveats and resolved caveats (rather than an individual caveat) for a particular productor component, see the relevant sections later in these notes.

You can also choose your own filters and criteria in the tool to see a specific subset of caveats, as describedin the following table.

A list of the following caveats appearsAnd you choose this in StatusIf you choose this in Releases

Any caveat in an open state for therelease or releases you select.

OpenAffecting or Fixed in theseReleases

OR

Affecting these Releases

Any caveat in any release with the fixapplied to the specific release orreleases you select.

FixedFixed in these Releases

Any caveat that is either fixed or occursin the specific release or releases youselect.

FixedAffecting or Fixed in theseReleases

Any caveat that occurs in the release orreleases you select.

FixedAffecting these Releases

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 17

Severity 3 or Higher Caveats for Release 11.0(2)Use the following links to the Bug Search Tool to view a list of Severity 3 or higher caveats for each productor component for the current release. You can focus the result set by setting more filters in the tool.

If the list of caveats does not automatically appear when you open the browser, refresh the browser.Note

Cisco Packaged Contact Center Enterprise

https://tools.cisco.com/bugsearch/search?kw=*&pf=prdNm&pfVal=284360381&rls=11.0(2)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV

Cisco Unified Contact Center Enterprise

https://tools.cisco.com/bugsearch/search?kw=*&pf=prdNm&pfVal=268439622&rls=11.0(2)&sb=anfr&svr=3nH&srtBy=byRel&bt=custV

Cisco Unified Web and E-Mail Interaction Manager

https://tools.cisco.com/bugsearch/search?kw=*&pf=prdNm&pfVal=286286460&rls=11.0%282%29&sb=anfr&svr=3nH&bt=custV

Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2)18

CaveatsSeverity 3 or Higher Caveats for Release 11.0(2)