New Features
Platform Updates
This release requires the following prerequisites made to the platform:
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Ensure that you are running Microsoft SQL Server 2014 SP2 (64-bit).
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If your Administration Clients run on Microsoft Windows 7, upgrade to a minimum of Microsoft Windows 7 SP1.
Important |
Ensure that these prerequisites are in place before upgrading to Release 11.6(1). |
Cisco UCS C240 M5 Server Support
Cisco UCS C240 M5SX server is supported for deployment of Release 11.6(1).
Application Gateway
An application gateway is an optional Cisco Unified Contact Center Enterprise feature that allows you to invoke an external application from within a script (using a Gateway node). You can pass data to the application and receive data in return, which you can then examine and use for routing decisions.
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Packaged CCE supports only custom application gateways. |
Global Deployment
Global Deployments enable the service provider to deploy a single contact center worldwide with a central controller and remote peripheral gateways. This reduces deployment costs by eliminating multiple customer instances. Packaged CCE solution supports the following remote peripheral gateways:
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Agent
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VRU
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Multichannel
In global deployment topology, for on-box, the Packaged CCE solution supports only one local Agent PG and for off-box, three remote Agent PGs are supported. You can use each Agent PG (local or remote) to connect to an independent Unified CM cluster.
Outbound Option High Availability
This release includes enhancements to Outbound Option to provide High Availability.
Campaign Manager High Availability
This release supports the Outbound Option High Availability feature that allows the Campaign Managers and the Outbound Option Import on both Loggers to operate in active/standby mode. It ensures replication of the Outbound Option databases on both sides. The dialers automatically connect to the active Campaign Manager.
When the Unified CCE system starts, the Campaign Manager on Logger Side A functions as the active Campaign Manager, while the Campaign Manager on Logger Side B fuctions as the standby Campaign Manager.
The Outbound Option import is synchronized on each Logger side with the Campaign Manager on same Logger side. Therefore, the Outbound Option import and the Campaign Manager on each side work in tandem. Together with two-way replication and dialer high availability, this provides a robust fault tolerant Outbound Option experience with continuous operation even if the active Campaign Manager fails.
For more information, see the Outbound Option High Availability section in the available at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.
Two-Way Replication
Outbound Option High Availability supports two-way replication between the Outbound Option database that you create on Logger Side A and the Outbound Option database that you create on Logger Side B. Two-way replication offers a High Availability solution in which a failure on the active side of a server allows continuation of outbound dialing and imports on the standby side. All data is replicated between the two sides using Microsoft SQL Server replication.
Enable the Outbound Option High Availability two-way replication on both Logger sides by using Web Setup.
For more information, see the available at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.
License Consumption Report
License Consumption
This release introduces the License Consumption Report. This report uses VRU and dialer port monitoring and utilization statistics.
Use this report to monitor the agent license consumption and other resources such as the VRU-IVR ports and the outbound dialer ports. You can generate this report for specific intervals such as hourly, daily, weekly, monthly or quarterly. This further helps you ensure that you have adequate license allocation to cover the peak or maximum license usage during the license agreement period.
The License Consumption report displays the following for a specific interval:
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Total Agents, Enterprise Agents, and ICM Agents logged in
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Maximum VRU ports utilized
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Maximum Dialer ports utilized
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The VRU and Dialer port, and ICM Agent data will not be available until the Routers, Loggers and PGs are upgraded. |
In this release, the Cisco Unified Intelligence Center (CUIC) reports are updated to present the license consumption data from the updated Database tables.
Spikes in license consumption could occur in events such as shift changes when agents of the outgoing shift have not logged out while the agents of the incoming shift have logged in. The Spike Suppression feature included in the License Consumption report allows you to suppress the steep spikes using the standard 95 percentile algorithm. This makes it convenient to view the report while ignoring the spikes.
The changes made in the Database Schema tables provide the License Consumption report updates. For more information, see the Database Schema Changes topic.
Download and import the License consumption report (Templates_CCE_11.6.1_LC_11.6.1.zip file) from Cisco.com.
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While importing the report, do the following:
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For more information, see the .