Cisco Cisco Computer Telephony Integration Option 9.0 Installation Guide
For production environments, the maintenance window during which you install 8.5(1) must
be sufficient to allow all components (servers and desktops) to be upgraded at the same time.
be sufficient to allow all components (servers and desktops) to be upgraded at the same time.
New Features / Changes Overview
New features in this release include:
•
Agent Greeting: The Agent Greeting feature lets agents record a message that will play
automatically to callers when they connect to the agent. A greeting message can welcome
the caller, identify the agent, and include other useful contextual information. With Agent
Greeting, each call can receive a clear, well-paced, language-appropriate, and enthusiastic
introduction. And it saves the agent, from having to repeat the same introductory phrase for
each call.
automatically to callers when they connect to the agent. A greeting message can welcome
the caller, identify the agent, and include other useful contextual information. With Agent
Greeting, each call can receive a clear, well-paced, language-appropriate, and enthusiastic
introduction. And it saves the agent, from having to repeat the same introductory phrase for
each call.
Two new call types to support Agent Greeting have been added to the Unified CCE database
schema.
schema.
•
Whisper Announcement: The Whisper Announcement feature lets agents hear a brief,
pre-recorded message just before they connect with each caller. The announcement is played
only to the agent; the caller hears ringing (based on existing ring tone patterns) while the
announcement plays.
pre-recorded message just before they connect with each caller. The announcement is played
only to the agent; the caller hears ringing (based on existing ring tone patterns) while the
announcement plays.
•
WebView Removal: Cisco WebView is no longer supported as of this release. When you
run the 8.5(1) installer on a machine, it checks for the presence of WebView and uninstalls
it if found. It also uninstalls the WebView Third-Party Tools. This guide includes instructions
for re-installing WebView in the event that you need to rollback an 8.5(1) install.
run the 8.5(1) installer on a machine, it checks for the presence of WebView and uninstalls
it if found. It also uninstalls the WebView Third-Party Tools. This guide includes instructions
for re-installing WebView in the event that you need to rollback an 8.5(1) install.
•
Cisco Support Tools Discontinued: As of this release Cisco Support Tools is no longer
supported with Unified Contact Center Enterprise. Installing Unified CCE 8.5(1) does not
remove or disable the Support Tools Node Agent on Unified CCE components. If desired,
you can disable its service or uninstall it using Windows Add Remove Programs. The Cisco
Unified Real-Time Monitoring Tool (RTMT) provides serviceability tools for Unified CCE.
It is installed as part of Cisco Unified Communications Manager.
supported with Unified Contact Center Enterprise. Installing Unified CCE 8.5(1) does not
remove or disable the Support Tools Node Agent on Unified CCE components. If desired,
you can disable its service or uninstall it using Windows Add Remove Programs. The Cisco
Unified Real-Time Monitoring Tool (RTMT) provides serviceability tools for Unified CCE.
It is installed as part of Cisco Unified Communications Manager.
•
JRE Upgrade: When you run the 8.5(1) installer on a ICM component, it checks for the
presence of J2SDK1.5.0_14 or J2SDK1.6.0_11 and removes them if found. It then installs
JRE 1.6.0_22.
presence of J2SDK1.5.0_14 or J2SDK1.6.0_11 and removes them if found. It then installs
JRE 1.6.0_22.
Note: This applies to the ICM installer only; the CTI OS installer does not remove or install
the JRE or JDK.
the JRE or JDK.
For more information on new features in Unified CCE 8.5(1), see the
(http://www.cisco.com/en/US/products/sw/
custcosw/ps1844/prod_release_notes_list.html)
Upgrade Guide for ICM and CTI OS for Cisco Unified Contact Center Enterprise Release 8.5(1)
7
Chapter 1: Unified CCE 8.5(1) Overview
New Features / Changes Overview