New Features
VPN-less Access to Finesse Desktop (For Agents and Supervisors)
This feature provides the flexibility for agents and supervisors to access the Finesse desktop from anywhere through the Internet without requiring VPN connectivity to the enterprise data center. To enable this feature, a reverse-proxy pair must be deployed in the DMZ. For more information on this feature, see the Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) and Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1).
Media access remains unchanged in reverse-proxy deployments. To connect to the media, agents and supervisors can use Cisco Jabber over MRA or the Mobile Agent capability of Contact Center Enterprise with a PSTN or mobile endpoint.
To use VPN-less access to Finesse desktop, you must upgrade Finesse, IdS, and CUIC to Release 12.6(1) ES02 or above. If you are using Unified CCE 12.6(1), you must upgrade Live Data to 12.6(1) ES02 or above. You can access the 12.6(1) ES03 Release and Readme from the following locations:
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Agent Answers
Packaged CCE solution leverages Artificial Intelligence (AI) and Natural Language Understanding (NLU) to provide services that assist agents. These Contact Center AI services are available for the agents through the Agent Answers gadget and the Call Transcript gadget on the Cisco Finesse desktop.
The Agent Answers gadget displays relevant suggestions and recommendations in real time for the agent to consider. The suggestions and recommendations are based on the ongoing conversation between the caller and the agent. Agent Answers enhances the customer experience because the timely suggestions improve the ability of the agent to respond.
The Call Transcript gadget dynamically converts the ongoing voice conversation to text and presents the text to an agent for real-time viewing and reference.
For details on how to configure the Agent Answers and Call Transcription features, see the Agent Answers and the Call Transcription chapters in the following documents:
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Cisco Packaged Contact Center Enterprise Features Guide, Release 12.5(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html
For information on the design considerations of the Agent Answers and Call Transcription features, see the Contact Center AI Services Considerations section in following documents:
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Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 12.5(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html
Edge Chromium Browser Support
This release supports Edge Chromium (Microsoft Edge) . For more information, see the Supported Browsers section in the Contact Center Enterprise Solution Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.
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To enable this browser support in Administration Client Setup for Cisco Unified ICM/Contact Center Enterprise, install the ICM_12.5(1)_ES30. |
Technology Refresh Upgrade
In this release, Technology Refresh upgrade support is added in all Packaged CCE deployments. Technology Refresh upgrade enables you to set up a complete solution or a subset of solution components on a different hardware. The supported upgrade path is 12.0(1) to 12.5(1). This feature requires ICM_12.5(1)_ES12 to be installed on the 12.5(1) target system to enable the Technology Refresh upgrade process. For more information, see Technology Refresh Upgrade Process chapter in the Cisco Packaged Contact Center Enterprise Installation and Upgrade at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html.
Smart Licensing
This release introduces Smart Licensing that delivers visibility into your license ownership and consumption. Smart Licensing helps you to procure, deploy, and manage licenses easily and report license consumption. It pools license entitlements in a single account and allows you to move licenses freely through the virtual accounts.
Smart Licensing registers the product instance, reports license usage, and obtains the necessary authorization from Cisco Smart Software Manager or Cisco Smart Software Manager On-Prem.
For more information, see Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html
Cloud Connect
Cloud Connect is an infrastructure component that hosts services that enable integration with Cisco Webex Cloud Services, such as Cisco Webex Experience Management.
Cisco Webex Experience Management
Cisco Webex Experience Management (referred to as Experience Management) is the platform for Customer Experience Management (CEM), integrated with powerful tools that allow you to see your business from your customer's perspective.
With Experience Management integrated with Packaged CCE:
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Administrators can configure post call surveys to collect feedback directly from customers.
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Administrator can configure and initiate digital channel surveys when the agent responds to an email or chat from a customer by using the Enterprise Chat and Email gadget.
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Administrators can configure analytical gadgets, which can be viewed on the Finesse desktop.
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Agents and Supervisors can view pulse of the customers through industry standard metrics such as NPS, CSAT, and CES, or other KPIs.
Experience Management Email/SMS Surveys
This feature allows customers to participate in the post-call surveys using links sent over SMS or Email.
Administrators can configure and customize the survey in Experience Management. The responses are displayed on the Customer Experience Journey gadget on the Finesse desktop.
For more information on the list of tasks required to integrate Experience Management, refer to the section Experience Management Task Flow in Cisco Packaged Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html
Experience Management Voice Surveys
The voice surveys can be triggered through Experience Management, using CVP IVR. Experience Management surveys use the same scripting and call flows as Post Call Survey, with the exception that the questionnaire is provided by the cloud-based Experience Management service. The Call Studio survey is configured in the router script that runs during the survey leg of the call, and is passed to the CVP through an ECC variable.
The CVP Call Studio survey application fetches the questions from the Experience Management service, collects the answers from the caller, and submits them to the Experience Management service over REST APIs.
For more information on how to configure Experience Management, see the Webex Experience Management chapter in the Cisco Packaged Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html
Command Execution Pane
In this release, a new user interface called Command Execution Pane has been added in the Infrastructure Settings page of Unified CCE Administration. This interface allows System Administrators to execute REST API calls to the Unified CVP, Unified CVP Reporting, and Virtualized Voice Browser.
For more information, see the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
Multistage Upgrade Support
This release adds multistage upgrade support for Packaged CCE 2000, 4000, and 12000 deployments through the common ground upgrade process. With multistage upgrade support each component on Packaged CCE can be on different versions during the upgrade process, and you can perform the upgrade in multiple stages. The multistage upgrade support is backward compatible with Release 12.0(1) only. For more information, refer to Version Upgrade section in Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html.
Agent Summary Live Data Report
This release adds the Agent Summary Live Data report which displays real-time agent statistics such as not ready time, total number of calls handled, and wrap-up time. This report is also available in a Finesse gadget and displays agent statistics to an agent and team statistics to a supervisor. The report is useful when monitoring the performance of an agent.
For details see the Cisco Unified Contact Center Enterprise Reporting User Guide, Release 12.5 at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html
Encryption Support for External DBLookUp Registry Configuration
External DBLookUp registry configuration will support only encrypted value, the CCEDataProtect Tool is used to encrypt and decrypt sensitive information that the Windows registry stores in it. After upgrading to Release 12.5, if the DBLookUp is configured, then you must reconfigure the external DBLookUp registry value using the CCEDataProtect Tool to encrypt the data in the registry. For more information, refer to the Configure External DBLookUp Registry Value using CCEDataProtect Tool procedure in Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
Live Data CLIs
Live Data HSTS Configuration
This release allows an Administrator to turn on or off HTTP Strict Transport Security (HSTS) on live-data and also show the current status of the HSTS property.
HSTS is a web security policy mechanism that helps to protect websites against protocol downgrade attacks and cookie hijacking. It allows web servers to declare that the web browsers (or other complying user agents) interact with it using only secure HTTPS connections, and never through the insecure HTTP protocol.
For more information, see Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.
Live Data HTTP Configuration
This release allows an Administrator to turn on or off HTTP access to live-data and also show the current status of the http-enabled property.
Any changes to http-enabled status needs a restart of CCE Live Data NGINX Service.
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By default, HTTP is disabled. You can enable HTTP (if required) using the set live-data properties http-enabled on command.
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For more information, see Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.
Agents Placing Outbound Calls in Available State
If agents in Available state place outbound calls, the Unified CCE system sets the agent's state to NotReady before allowing the call (without manually setting the agent's state to NotReady from the CTI interface). The system changes the agent's state back to Available when the call ends or fails to connect.
For details on the reason code, see the Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html. For details on the call manner type, see the CTI Server Message Reference Guide (Protocol Version 23) for Cisco Unified Contact Center Enterprise, Release 12.5(1).
This enhancement also enables the Finesse Make Call from Ready feature via the Finesse API. For details, see Changes in REST APIs and the REST API Developer Guide at https://developer.cisco.com/docs/finesse/#!rest-api-dev-guide.
Shared ACD Line
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Shared ACD line feature introduced in an ICM_12.5(1)_ES4, will require additional configuration in case you want to use it on 12.6(1). The behavior changes are: in that you will now select which device to use when you log into Finesse. It also requires a change in agent desk settings to enable for the agent.
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This release includes shared ACD lines support for up to two devices. The support enables an agent with devices at different locations to utilize the same extension.
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UCM auto-answer and Agent Desk Settings auto-answer are not supported when shared ACD lines are in use. |
For more information, see the Call Type Considerations for Phone Extensions section in the Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.5(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.
Webex Workforce Optimization (WFO) Support with Contact Center Enterprise (CCE) Solutions
The Contact Center Enterprise (Unified CCE/Packaged CCE/Webex CCE) solutions supports the Webex Workforce Optimization offering. See https://www.cisco.com/c/en/us/support/contact-center/webex-workforce-optimization/series.html.