Today's customers want to connect with businesses through any communication channel of their choice. Webex Connect allows the Contact Center business and its customers to interact using digital channels such as email, chat, and SMS.

The Contact Center Enterprise (CCE) solution integrates with Webex Connect to create a seamless omnichannel experience for your agents. This integration helps your customers to interact across voice and digital communication channels as one unified solution.

Webex Connect offers a rich self-service and bot integration to empower your customers to get answers to some common questions. It provides a unified solution for integrated routing, Agent Desktop, and reporting service. Webex Connect provides a simplified framework that helps partners and customers interact through digital channels.

For details on how to configure the digital channel interaction using Webex Connect, see the Digital Channels Integration Using Webex Connect chapter in the following documents:

• Cisco Unified Contact Center Enterprise Features Guide

• Cisco Packaged Contact Center Enterprise Features Guide

For information on the design considerations, see the Digital channels integration using Webex Connect considerations section in following documents:

• Solution Design Guide for Cisco Unified Contact Center Enterprise

• Solution Design Guide for Cisco Packaged Contact Center Enterprise

For information about how to configure the Manage Digital Channels gadget, see the Manage Digital Channels gadget section in the Cisco Finesse Administration Guide.

For information about how to use the Manage Digital Channels gadget, see the Cisco Contact Center Enterprise Manage Digital Channels Gadget User Guide.

Note	This feature is available to customers on request and only after necessary review and agreement. Please contact your Partner or Customer Success Manager or Cisco Support for details.

Cisco Contact Center Enterprise leverages Artificial Intelligence (AI) and Natural Language Understanding (NLU) to provide transcription services that assist agents. These services are available for the agents in the Cisco Finesse desktop gadgets.

If a customer has interacted with a virtual agent at the beginning of the call and then the call gets routed to an agent, the Transcript gadget displays the transcript of the voice conversation between the customer and the virtual agent along with the live transcript. It helps in gathering context from the earlier interaction with the virtual agent and capturing high level summary points for wrapping up the call. In addition, there is a Highlights panel that displays the intents and intent parameters based on the customer's query. This helps the agent to assess the overall interaction and how satisfied the customers are.

For details on how to configure VAV call transcription, refer to the following documents:

• Virtual Agent–Voice Call Transcription chapter in the Cisco Unified Contact Center Enterprise Features Guide.

• Virtual Agent–Voice Call Transcription chapter in the Cisco Packaged Contact Center Enterprise Features Guide.

For instructions about how to view the transcript, see the Transcript section in the Contact Center AI Gadgets User Guide for Cisco Contact Center Enterprise.

Unified CCE Deployments that are unable to share license utilization data with Cisco SSM on a regular basis due to regulatory requirements can now use the Specific License Reservation (SLR) feature. Using this feature, you can reserve licenses (including add-on licenses) for your product instance and share the license utilization data with Cisco SSM.

For information about Specific License Reservation, see the Smart Licensing section in the Administration Guide for Cisco Unified Contact Center Enterprise.

In this release, the Unified CCE web applications such as Diagnostic Portico, CCE Administration, and Websetup will support HTTP Strict Transport Security (HSTS). The Unified CCE web applications will use the HSTS header to instruct the browsers to use only the HTTPS connections.

The Internet Script Editor (ISE) will use the HTTPS connection to communicate with the Administration and Data Server.

The interface to download the ISE client from the Administration and Data Server will happen only over the HTTPS connection and any attempt to download using an HTTP connection will be forbidden.

The following additional security hardening measures are added on the ISE installer location:

1. Disabled directory and wildcard listing.

2. Disabled anonymous authentication, and enabled basic or windows authentication.

3. Disabled the following unused HTTP methods: PUT, POST, and DELETE.

For more information, see the Internet Script Editor section in the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

Starting Unified CCE 12.6(x), a new custom truststore is created under the Unified ICM Installation directory <ICM install directory>\ssl\cacerts to store all the component certificates. With this new custom truststore, you don't need to export and import the certificates each time Java is updated in the system.

After upgrading from Unified CCE 12.5(x) to Unified CCE 12.6(x), you should export the certificates from the Java truststore to the custom truststore under the Unified ICM Installation directory <ICM install directory>\ssl\cacerts.

Export the certificate from the Java truststore:

• Run the command at the command prompt: cd %JAVA_HOME%\bin.

  Important

  Use CCE_JAVA_HOME if upgrading from Unified CCE 12.5(1a) or Unified CCE 12.5(1) with ES55 (mandatory OpenJDK ES).

• Export the certificates of all the components imported into the truststore.

  The command to export the certificates is keytool -export -keystore <JRE path>\lib\security\cacerts -alias <alias of the component> -file <filepath>.cer

• Enter the truststore password when prompted.

Import the certificate to the custom truststore:

• Run the command at the command prompt: cd %CCE_JAVA_HOME%\bin.

• Import the certificates for all the components that you exported from the Java truststore.

  The command to import certificates is keytool -import -keystore <ICM install directory>\ssl\cacerts -file <filepath>.cer -alias <alias>.

• Enter the truststore password when prompted.

• Enter 'yes' when prompted to trust the certificate.

UCCE 12.6(2) ES35 supports Agent PG encrypting the JTAPI credentials which can be configured , if required . To use the Agent PG encryption feature, install UCCE 12.6(2)_ES35 on Agent PG and follow the instructions in the ES35 reference document.

UCCE 12.6(2), with ES 04 and ES 25 , supports an increased scale of up to 48000 concurrent agents on a single UCCE instance . It is based on the 24000 and 36000 reference models and needs reconfiguration of the router. For more information about moving to the 48000-deployment model, see the ES-specific Release Notes.

• 12.6(2) ES04

• 12.6(2) ES25

Contact Center Enterprise (CCE) integrated with Webex Connect and enabled agents to handle communication channels such as email, Live Chat, and SMS. Now, CCE has expanded its support to include WhatsApp and Facebook Messenger digital channels.

For details on how to configure the digital channel interaction using Webex Connect, see the Digital Channels Integration Using Webex Connect chapter in the following documents:

• Cisco Unified Contact Center Enterprise Features Guide

• Cisco Packaged Contact Center Enterprise Features Guide

For information on the design considerations, see the Digital channels integration using Webex Connect considerations section in following documents:

• Solution Design Guide for Cisco Unified Contact Center Enterprise

• Solution Design Guide for Cisco Packaged Contact Center Enterprise

For information about how to configure the Manage Digital Channels gadget, see the Manage Digital Channels gadget section in the Cisco Finesse Administration Guide.

For information about how to use the Manage Digital Channels gadget, see the Cisco Contact Center Enterprise Manage Digital Channels Gadget User Guide.

Note	This feature requires ICM_12.6(2) _ES9 to be installed on the 12.6(2) target system.

Administrators can now configure the inactivity timeout for a session to avoid being logged out after 30 minutes of inactivity. Navigate to the Unified CCE Administration Portal > Call Settings > Miscellaneous tab to set the inactivity time.

For instructions, see the Miscellaneous section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide.

For instructions, see the System Setting for Unified CCE Deployment section in the Administration Guide for Cisco Unified Contact Center Enterprise.

Note	This feature requires ICM_12.6(2) _ES9 to be installed on the 12.6(2) target system.

Administrators can now add third-party gateways to the inventory for routing calls. For instructions, see the Optional Configurations section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide.

Note	This feature requires ICM_12.6(2) _ES9 to be installed on the 12.6(2) target system.

Administrators and supervisors can now edit multiple attributes for a set of agents at the same time. Ensure that the agents belong to the same site and department. The agents can also be global agents.

For instructions, see the Agent Multi Edit Attribute section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide.

For instructions, see the Manage Agents section in the Administration Guide for Cisco Unified Contact Center Enterprise.

Ensure CCE 12.6(2) ES01 or later is installed to optimize the functionality of Cloud Connect 12.6(2).

Microsoft SQL Server 2016 and later includes a set of query optimizer enhancements. Under rare circumstances, queries against the Logger historical data have shown higher bandwidth and disk utilization. Interaction with the Logger VM becomes sluggish and the Windows Resource monitor shows close to 100 percent active time on the SQL Server database drive.

If you observe this issue, upgrade Microsoft SQL Server to the latest service pack. If you still experience this issue, run the following query against the database to set compatibility to Microsoft SQL Server 2014:

“Alter Database <dbname> set COMPATIBILITY_LEVEL = 120”

You can run this query while the system is in operation. For more information about this issue, refer to CSCvw51851.

The CCE 12.6(2) installer installs the OpenJDK version 1.8 (32-bit), update 352. If the existing Oracle JRE is not needed, you may uninstall it from the system manually.

For more information, see the following documents:

• Cisco Unified Contact Center Enterprise Installation and Upgrade Guide

• Security Guide for Cisco Unified ICM/Contact Center Enterprise

• Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide

For information about supported Java versions, see the Contact Center Enterprise Solution Compatibility Matrix.

Tomcat is upgraded to 9.0.89. For details on how to apply later security patches on Tomcat 9, refer to the Upgrade Tomcat Utility section in the Security Guide for Cisco Unified ICM/Contact Center Enterprise.

The account lockout mechanism is now supported for Microsoft Active Directory users of the following applications:

• Unified Contact Center Enterprise Management administration portal

• Web Setup tool

• Diagnostic Portico web service

For more information, see the following documents:

• The Active Directory Deployment section in the Security Guide for Cisco Unified ICM/Contact Center Enterprise.

• The Active Directory and ICM/CCE section in the Staging Guide for Cisco Unified ICM/Contact Center Enterprise.

CUIC Co-resident Live Data can be used on 12.6(2) when the CCE Central Controller/AW is on 12.6(1). However, if both Live Data and CCE Central Controller/AW are on 12.6(2), then the ports used in Live Data will change. Releases earlier than 12.6(2) use ports 12005 and 12008; 12.6(2) and later releases use port 443.