Cisco Cisco Unified Contact Center Enterprise 9.0(1)
New and Changed Information
Release Notes for Cisco Unified Contact Center Enterprise Release 9.0(1)
Page | 10
CTI OS9.0(1) Java CIL supports JRE Platform 1.6, Product 1.6.0_30.
1-2-2 Call Model in Reverse Conference
If you are an API developer, 1-2-2 Call Model in Reverse Conference changes the way partners use the CTI
Server protocol.
Server protocol.
A standard conference is when a customer calls agent 1 (primary call), agent 1 consults agent 2 (secondary
call), and then agent 1 completes the conference.
call), and then agent 1 completes the conference.
A reverse conference occurs when agent 1 retrieves the first call before completing the conference. The
CTI OS desktop does not allow this operation, but the desk phone, the CTI API, and other desktops do
support the reverse conference. In these cases, the secondary call persists.
CTI OS desktop does not allow this operation, but the desk phone, the CTI API, and other desktops do
support the reverse conference. In these cases, the secondary call persists.
The conference event that reports reverse conference as 2-1-2 in the conference event, where the final call
is retrieved from the connection list. With this change in Release 9.0(1), the reverse conference is reported
as 1-2-2, and receives a connection cleared event for 1 while the conference is in progress.
is retrieved from the connection list. With this change in Release 9.0(1), the reverse conference is reported
as 1-2-2, and receives a connection cleared event for 1 while the conference is in progress.
If a partner application that is integrated with the CTI Server assumes that the primary call always persists,
and if after the merge, a call cleared event for the primary call is received,then a reverse conference can
result in the call disappearing from the custom client desktop. To determine the final Call ID for the
Unified CCE CTI Server protocol, use the connection list in the conferenced event.
and if after the merge, a call cleared event for the primary call is received,then a reverse conference can
result in the call disappearing from the custom client desktop. To determine the final Call ID for the
Unified CCE CTI Server protocol, use the connection list in the conferenced event.
Testing Reverse Conference (for non-API developers)
If you are not an API developer, to test the impact on third-partyapplications, run this call flow with three
phones and two agents:
phones and two agents:
1. From an unmonitored phone, call Agent 1.
2. Agent 1 calls Agent 2.
3. Agent 1 places the active call on hold
4. Agent 1 completes the conference.
5. Confirm whether call appearance is present for Agent 1 and Agent 2.
2. Agent 1 calls Agent 2.
3. Agent 1 places the active call on hold
4. Agent 1 completes the conference.
5. Confirm whether call appearance is present for Agent 1 and Agent 2.
If you cannot complete this call flow from your desktop application, you can run if from a hard phone.
Non-Voice Agent PG Support is Deprecated
In Release 9.0, PG configuration through PG Setup and PG Explorer continues to support a non-voice
option. On a non-voiceagent PG, non-voice media routing domain applications can manage agents on the
system without associating a Cisco Unified Communications Manager (UCM) instance to those agents. (An
MR PG is installed to route non-voice tasks to these agents; however, the agents do not receive voice calls.)
option. On a non-voiceagent PG, non-voice media routing domain applications can manage agents on the
system without associating a Cisco Unified Communications Manager (UCM) instance to those agents. (An
MR PG is installed to route non-voice tasks to these agents; however, the agents do not receive voice calls.)
In a future release of Unified Contact Center Enterprise, the non-voice PG configuration option will be
removed. The current release thus positions the feature as deprecated.
removed. The current release thus positions the feature as deprecated.
Standard multi-media agent support with both MR and agent PG (UCM) components, as is deployed with
the EIM/WIM option, is unaffected by this change.
the EIM/WIM option, is unaffected by this change.
PIM and NIC Support with Windows Server 2008 R2
Peripheral Interface Module (PIM) support in Windows Server 2008 R2 is provided for the following
Peripheral Gateways:
Peripheral Gateways:
Agent Routing Services