Cisco Cisco IPCC Web Option Release Notes
18
Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) Installer Update C November 24, 2008
New and Changed Information
8.
IP Communicator for CTI OS or CAD Desktops is NOT SUPPORTED for Remote Agents.
9.
The only traffic that is marked for priority AF31 from the agent desktop is voice. CTI traffic and
Desktop Application traffic is not marked. Voice gets the priority. CRM Desktops like Siebel and
Oracle are supported, however Silent Monitoring and Recording is not supported for CRM Desktops
such as Siebel, Oracle, and so forth. Silent Monitoring, both Desktop based and SPAN Port based,
is not supported with CRM Desktops and will not work.
Desktop Application traffic is not marked. Voice gets the priority. CRM Desktops like Siebel and
Oracle are supported, however Silent Monitoring and Recording is not supported for CRM Desktops
such as Siebel, Oracle, and so forth. Silent Monitoring, both Desktop based and SPAN Port based,
is not supported with CRM Desktops and will not work.
10.
Media Termination for CTI OS and CAD is not supported.
11.
CTI OS Agent Login may take up to 30 seconds. CAD Agent Login may take up to 2 Minutes. Other
operations such as Ready/Not ready are not impacted.
operations such as Ready/Not ready are not impacted.
12.
There may be times when the ADSL/Cable link goes down. When the link is back up, the Home
Agent may have to reset their ADSL/Cable modem, 830 series router, and IP phone. The home agent
must become familiar with restarting the 830 series router. Total time for the router to cycle is about
2 minutes. After which the home agent will have to re-login again for CTI application.
Agent may have to reset their ADSL/Cable modem, 830 series router, and IP phone. The home agent
must become familiar with restarting the 830 series router. Total time for the router to cycle is about
2 minutes. After which the home agent will have to re-login again for CTI application.
13.
No special reports exist for individual remote agents. IPCC Enterprise Reports as it pertains to a
Headquarter Contact Center are applicable.
Headquarter Contact Center are applicable.
14.
Cisco CAD based IP Phone only agent and Cisco IP Phone control for CTIOS is NOT supported for
remote agents.
remote agents.
15.
Do not use soft VPN clients to establish VPN connectivity for remote agents with IP Phones. VPN
connection has to be setup using hardware based VPN through a 830 series router.
connection has to be setup using hardware based VPN through a 830 series router.
IPCC Hosted Edition
IPCC Hosted Edition supports many of the above listed (IPCC Enterprise and ICM Hosted)
features—such as Split Cluster Support, Dynamic Agent Re-skilling (though see
features—such as Split Cluster Support, Dynamic Agent Re-skilling (though see
), and Increased Agent Extensions—as well
as supporting Outbound and Multi-channel Options in specific deployment models. IPCC Hosted
Edition also has the following enhancement.
Edition also has the following enhancement.
Improved Multi-Tenancy
Multi-tenant CTI OS is available for IPCC Hosted Edition. This enables efficient scalability for IPCC
Hosted Edition installations when deploying smaller sized customer installations.
Hosted Edition installations when deploying smaller sized customer installations.
Upgrade
Significant changes have been made to the upgrade process for version 7.0(0). Logger and HDS data
migration is now accomplished using a new tool, called the Enhanced Data Migration Tool (EDMT),
which replaces the background data migration which occurred when upgrading to previous releases. The
7.0(0) ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted Editions has been rewritten to
include more detailed upgrade procedures, and includes upgrade checklists to make it easier to keep
track of progress during a system upgrade. The 7.0(0) Cisco ICM/IPCC Enterprise and Hosted Edition
Hardware and System Software Specification (Bill of Materials) also has been enhanced to include
hardware definitions for both Technology Refresh (hardware replacement) and Common Ground
(hardware reuse) upgrades.
migration is now accomplished using a new tool, called the Enhanced Data Migration Tool (EDMT),
which replaces the background data migration which occurred when upgrading to previous releases. The
7.0(0) ICM Upgrade Guide for Cisco ICM/IPCC Enterprise & Hosted Editions has been rewritten to
include more detailed upgrade procedures, and includes upgrade checklists to make it easier to keep
track of progress during a system upgrade. The 7.0(0) Cisco ICM/IPCC Enterprise and Hosted Edition
Hardware and System Software Specification (Bill of Materials) also has been enhanced to include
hardware definitions for both Technology Refresh (hardware replacement) and Common Ground
(hardware reuse) upgrades.
For specifics on the upgrade process, refer to the ICM Upgrade Guide for Cisco ICM/IPCC Enterprise
& Hosted Editions.
& Hosted Editions.