New Features
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Context Service Integration for Chat, Email, and Voice
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Single Sign-On
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Two New Email Live Data Reports
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Five New Historical Reports
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Chrome Support
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SHA-256 Support
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ESXi 6.0 Support
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Office 365 Support
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Microsoft Exchange 2016 Support
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Toaster Notification for Voice, Chat and Email
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IVR Outbound support for Phone 2 and Phone 3.
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Cisco Unified CCX Editor is supported on Windows 8 and Windows 10.
Context Service Integration for Chat, Email, and Voice
This release integrates the Context Service with chat, email, and voice to store Cisco Contact Center customer data with rich contextual information about interactions, thus resulting in a seamless omni channel experience.
Note |
Unified Contact Center Express supports connectivity to Context Service using HTTP proxy. |
Gadget |
Browser |
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Context Service Agent Gadget |
Internet Explorer 11, Firefox 45 and higher and Chrome 48 and higher ESRs |
Context Service Registration User Interface in the Cisco Finesse Administration Web Interface |
Firefox 45 and higher ESRs |
Single Sign-On
Single Sign-On (SSO) is an authentication process that allows users to sign in to one application and then securely access other authorized applications without a prompt to resupply user credentials. SSO permits Cisco supervisors or agents to sign on only once with a username and password to gain access to all of their Cisco browser-based applications and services within a single browser instance. By using SSO, Cisco administrators can manage all users from a common user directory and enforce password policies for all users consistently.
Note |
SSO is an optional feature. The implementation requires you to use only HTTPS protocol to access all the web applications. The HTTP access to web applications is not supported when the SSO is enabled. |
Authentication Modes in Unified CCX
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SSO - Enable all agents, supervisors, and administrators (administrators of the Cisco Unified CCX Administration or Cisco Unified CCX Serviceability application) in the deployment for SSO.
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Non-SSO - Use existing Unified CM-based or local authentication.
Applications in SSO Mode
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Cisco Unified Intelligence Center (CUIC)
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Cisco Finesse
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Cisco Finesse-hosted gadgets
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Cisco Unified CCX Administration
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Cisco Unified CCX Serviceability.
Note |
The Cisco Finesse IP Phone Agent is not supported in SSO enabled mode. |
Applications not SSO Enabled
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Cisco Finesse Administration
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Cisco Identity Service Administration
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Disaster Recovery System
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Cisco Unified OS Administration
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Cisco Unified Serviceability
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Standalone Cisco Unified Intelligence Center
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Cisco Unified CCX Editor
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Real Time Monitoring Tool
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Cisco SocialMiner
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Cisco Media Sense
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Cisco Workforce Optimization
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Any Third Party Application.
Administrator Privileges for the Unified CCX Administrator in Cisco Unified Intelligence Center
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Assign the reporting capability to the user.
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Execute the CLI command, utils cuic user make-admin.
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Restart the Cisco Unified Intelligence Center Reporting Service for the changes to reflect.
Single Sign-On Configuration in Cisco Unified CCX Administration
Cisco Unified CCX Administration provides an option to configure Single Sign-On (SSO) from the System menu.
Use this to perform the following SSO configuration tasks:
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Register the SSO-compatible components with the Cisco Identity Service. These components include the Finesse, and Unified Intelligence Center machines.
Note
As a prerequisite, you need to configure the metadata exchange between Cisco Identity Service (IdS) and the Identity Provider (IdP).
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Test SSO Setup
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Enable or Disable SSO
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URL for Cisco Unified CCX Administration: https://<ipaddress/fqdn>/appadmin/recovery_login.htm
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URL for Cisco Unified CCX Serviceability: https://<ipaddress/fqdn>/uccxservice/recovery_login.htm
For more information about the Single Sign-On configuration, see the Cisco Unified Contact Center Express Administration Guide available at, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.
New Reports
Email Live Data Reports
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Email Agent Statistics Report
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Email CSQ Summary Report
Historical Reports
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Agent All Fields Report
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Contact Service Queue Activity by Window Duration
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CSQ All Fields Report
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Reason Code Report by Agent Grouping
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Reason Code Report by Reason Code Grouping
Chrome Support
Unified Contact Center Express now supports Google Chrome browser. For more information, see the Compatibility Matrix for Cisco Unified CCX Compatibility Matrix for Cisco Unified CCX at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX.
SHA-256 Support
Unified Contact Center Express now supports SSL certificates signed with SHA-256.
ESXi 6.0 Support
Note |
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Office 365 Support
Unified CCX with SocialMiner now provides email integration with Office 365 in addition to Microsoft Exchange with the support of an optional proxy setting to achieve this.
Toaster Notification for Voice, Chat, and Email
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Agent receives a desktop call notification on an incoming call.
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Agent receives a notification when a new email is received.
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Agent receives a notification when a new chat is received.
Note |
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