Content Comparison

12.3

Major release with

• Supervisor Tools Finesse Gadget for Supervisors

• SSO with Finesse for Supervisor gadget

• Multilingual UI support

February 20, 2019

Major release with

• An implementation of

microservice-based
architecture

• Permission-based access
• High availability support
• Software license key implementation
• Platform shift to Linux (CentOS)
• Easier deployment as a Docker container
• Caller list made independent, working as a separate microservice or module

Minor release with

• Changes in ECM Call Strategies UI design, with an option to select the channel (SMS and Voice)

• Changes in Campaign Definition
• Support for up to five phone numbers

• Business Calendar
  changes and support
  of a single shift schedule

Minor release with

• Compatibility of Easy Announcement with MSSQL 2014

Minor release with

• Multiple shift schedules.
• Naming the shift schedule

Minor release with

ECM compatibility with
UCCE 11.5

Major release with:

• UCCE Support
• Improvements in Prompt Management
• Separate Application Settings interface

Major release with:

• Business Calendars
• Caller lists
• UCCX failover support
• Build Installer

Major release with:

• Support for

virtualized/ shared
contact centers with
single CCX instance

• Improvements in Easy Announcements

• Support to change application script variables

Initial release document for

release 11.0.

Do not Press F5 or Ctrl+F5 on
these pages:

• Easy Announcement
• Business Calendar
• Queue List

We recommend not to press F5/CTRL+F5 to refresh the
page. To refresh a list or see new changes, navigate from
some other page/list to the current page.from
some other page/list to the current page.

No translation of months names in the calendar view

The month names are not translated in the calendar view in Announcements and Calendars

Marked for next release

Ifan item hasbeencreatedonUCCXthathasa name less than 3 characters then upon updating the same from the EF application gives an update errorWhile creating an item in the application, the name should contain more than three characters. If the user tries to modify an item, with less than three characters in the name (created from CCX administration), the application throws an error.

The skill level of a skill addedintoaCSQcannotbemodified

Prompts having spaceswithintheirnamescannotbedownloaded

If you upload a prompt through UCCX which has spaces initsname,theapplicationwouldnotbeabletodownloadtheprompt.

level of a skill added into aCSQ cannotbe modified

Prompts having spaces within their names cannotbe downloaded

If you upload a prompt through UCCX which has spaces in its name, the applicationwould not be able todownload the prompt.

So always make sure that the prompts do not have spaces in their names.

The name of an item should not contain special characters or spaces while creating via Supervisor Tools app. If the user creates any such items in CCX, they cannot be modified later from the EF application.  

All lists

Only the UI elements including list names, titles and field names are translated. No data that will go into the database or sent to UCCX will be translated.

All Application/Language

Once a language is selected from the language selection menu, user needs to press F5 to apply the translation

All Application/Language

API responses are also shown in English

API response

When a user updates the shift schedule, the new updated schedule timings changes do not reflect on the calendar immediately.

The user has to navigate to another some other page and come back to the calendar list page to see the changesupdates.

Business

Calendar

If a A supervisor having no workspace tries is  not be able to log into theapplication,he/she will not beallowedtodo sounlessaworkspace isassignedtohim/her on to the application unless he is assigned a workspace by the administrator

User Management

Only the following pre-defined roles are supportedfor supported for UCCX
deployments.:

• Junior Supervisor

• Agent

• Supervisor

• Administrator

In addition to these roles, user-defined roles can also be created as well

User Management

Every Currently, every user who has the CCX capability “supervisor”, and “agent” will become an authentic user ofSupervisorToolsCCX capability “supervisor” assigned along with “agent” is considered being a user of Supervisor Tools. Users of the following CCX capabilities (or combination of capabilities) are supported:

• Agent, Supervisor
• Agent, Supervisor, Administrator
• Agent, Supervisor, Reporting
• Agent, Supervisor, Administrator, Reporting

Besides the UCCX-synced supervisors, local user accounts can
alsobe created for custom roles and permissions.

On the first time deployment, each user synced from CCX will
by default have the “Supervisor” role in Supervisor Tools.
Note that the role changes from the EF application do not map with the "user capabilities" in CCX and are internal to the EF application

When a user logs in to the Supervisor Tools, he, by default, has the list view permissions, i.e. he can view all list pages but cannot take any actiontomodifythem.or combination of capabilities) are supported:

• Agent, Supervisor

• Agent, Supervisor, Administrator

• Agent, Supervisor, Reporting

• Agent, Supervisor, Administrator, Reporting

User Management

In addition to the UCCX Synced Supervisors, local users can now also be created.

User Management

On the first time deployment, each user synced from CCX will by default have the “Supervisor” role in Supervisor Tools. Note that the role changes in Supervisor do not map with user capabilities in CCX and are internal to Supervisor Tools application

User Management

The permission to upload an agent picture is mergedwith" All Agent List Operation" Permission. So, a user will upload the picture onlyifhe isassigned"AllAgents List Operation" permissionthe agent picture is now merged with the “All Agent List” permission. So, a user will be able to upload the agent picture only if he is assigned the “All Agents” permission.

User Management

When a user logs in, he has list read permissions on all the lists, but he can perform actions on those lists whose permission is assigned to him.

User Management

A

supervisor, by default, has access to the following screens:

• Agents

• CSQs

• Announcements & Calendars

• Prompts

• Scripts

• Applications

User Management

A Junior Supervisor has access to the following screens:

• Agents

• CSQs

User Management

An Admin has the access to all the above along with the
following:

• Users

• System Settings (Skills, Agent groups, Regions, Preference Settings)

• Workspaces

User Management

Whenever a newuserisaddedinCUCMnew user is added in CUCM, the “User list” needstoberefreshedtosee needs to be refreshed to see the newly added user

User Management

We do not

recommend changing the id of an

 agent in CUCM

User Management Ifan

If an agent name

is edited from CUCM, it will take time to synchronize with CCX. However, you might need to re-login to see the changes in the User list

User Management

In the Agents Agent list, an administratorwillbeable administrator will be able to see all agents (supervisors, administrators) in the system. However, for a supervisor, he’ll only see a list of agents who belong to his team

If a supervisor has no teams assigned, he’ll not be able to see any agents on the list

Agent Management

While uploading profile pictures, please notethatonlyJPEG imagesare note that only JPEG images are supported

Agent Management

At the moment, the “agentalias”isnotshownaspart “agent alias” is not shown as part of the agent profile

Agent Management

Whenever a new agent is

added in CUCM, the Agent list

needs

to be refreshed to see the newly added agent

Agent Management

Resource-based queues arerepresentedin“green” colorwhileskillare represented in “green” color while skill-based queues areshownin“blue” are shown in “blue” color

CSQ Management

Spaces are

not allowed in queue names

CSQ Management

For a resource-based queue, all the agents within the mapped resource group will appear as part of the queue. However, to
see all the agents within a queue, you may need to refresh
the page

CSQ Management

The agents added within a resource-based queue automatically become a part of the mapped resource group

CSQ Management

You can also manually add agents to the queue who are not a part of any other resource group

CSQ Management

Please note that changes to the order of agents within a queue, do not reflect no matter from where are those changes done, i.e. either made from CCX or from Supervisor Tools

CSQ Management

At the moment, you cannot upload zip files of prompts. However, you can upload files in bulk. To upload prompts in bulk, hold the CTRL button while selecting the prompts

Prompts Management

Note that you cannot upload a prompt file on the root folder

Prompts Management

Spaces in folder names and prompt names are neither allowed nor recommended since CCX APIs do not allow to add spaces in the names of the objects

Prompts Management

The application doesn’t allow to upload an already uploaded
audio prompt

Prompts Management

The application always shows “Administrator” as the name of the owner who uploaded the prompt. This

is because all prompts are uploaded to CCX using admin credentials so, the name of the owner remains “Administrator”

Prompts Management

An admin can optionally attach a workspace to an easy
announcement

Easy Announcements

If an admin creates an easy announcement without selecting a workspace, that announcement will remain private to users having administrator role and would not be accessible for other supervisors. So supervisors could not change would not be able to make any changes to the announcement

Easy Announcements

While creating an announcement, if there is a mismatch between the service DN and the workspace selection, the supervisor of the

workspace will be able to access and make changes to the announcement. However, since the DN attached to the announcement is not a part of the supervisor’s workspace,

the supervisor will not be able to see the attached DN. For this reason,

the supervisor will see a warning, “Limited access! Add one of the service DN’s of

your workspace in order to make changes to this announcement”

Easy AnnouncementsIfan announcement

If a recurrent announcement is deleted, the application will automatically delete all instances of the announcement

Easy Announcements

A supervisor with no workspace assigned can see all easy announcements

Easy Announcements

Ifascriptwhich If a script which is already attachedto attached to an application is renamed, UCCX won’t recognize it andso,youwill have to attach and so attach the script manually again, with the application. For this reason,  itisrecommended it is recommended that a script being used with an application shouldnotberenamedshould not be renamed

Script Management

You cannot upload a ZIP file of scripts and prompts. However, you can bulk upload the files

Script Management

Spaces in folder names are not allowedbecause allowed because CCX APIs do
not allow to add spaces in the name

Script Management

Ifan application is created,andascript isassignedtoit, you cannot change the assigned script. However, the values of the script variablescanbe updated

You cannot download a script from Supervisor Tools  interface

Script Management

If an application is created and it is assigned some script then it cannot be changed. Its variable values can be updated

Application Management

A script variable if deleted from scripts list interface should be
manually set to NULL or "No prompt" (ifits a Prompt variable) no prompt in the CCX application to get it removed

Applications Management

Spaces in application names are not allowed

Applications Management

You cannot upload the "Default" default script in a CCX application using
the from Supervisor Tools web interface

Applications Management

Make sure that the script attached to the application is valid.
Supervisor Tools application cannot  cannot detect if the script attached is invalid

Applications Management

Being a supervisor while changing the script prompts, the supervisor would only see the prompts of his own workspace. However, ifadmindidnot specifyanypromptfolder if the admin did not specify any prompt folder while creating this workspace, thesupervisorwouldbe abletoseeall the supervisor would be able to see all prompts

Applications Management

If anadminmakeschangestoaworkspace

If an admin makes changes to a workspace, i.e. adding/ removing a supervisor to/from a team, the changes will take effect on next login for that supervisor.

Workspace Management

If an admin does not associate an application and a service DN any applications, service DN’s to a workspace, the supervisor(s) of theworkspacewillnot be abletoseethe workspace will not be able to see/access any applications and service DN’s. However, if theadmindoesnot specifyanypromptsand the admin does not specify any prompts and scripts folders, the supervisor will have default permissions to all prompts and scripts

Workspace Management

If a region is being used with an easy announcement, you
cannot delete the region

Calendar Settings

Spaces and special characters (except underscores) are notallowedinthe not allowed in the name of agent groups, skills, and regions

Calendar Settings

The application

is now highly available

Redundancy Support

Only UCCX Master Slavefailoverissupported. If UCCX node goesdown,thistype of failover is not supported.

Full UCCX failover is supported

UCCX failover support