Content Comparison

This document is a contains the release summary of Supervisor Tools version 12.03.

Table of Contents

Release Summary

This is a major minor release of Supervisor Tools with the following changes:

Transformed to a microservice architecture
Implemented permissions-based user access management
Implementation of Full and Trial License
High availability of the application
Docker-based release supported on the Linux (CentOS) platform
Supervisor Tools Finesse Gadget for Supervisors
SSO with Finesse for Supervisor gadget
Multilingual UI support

Note

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title	Note

This release

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has been tested for compatibility only with CCX 11

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.6. This release is not tested with CCE.

Change History

Release	Change	Date
12.3	Major release with Supervisor Tools Finesse Gadget for Supervisors SSO with Finesse for Supervisor gadget Multilingual UI support	February 20, 2019
12.2	Major release for CCE customers with Caller Lists KPIs Easy Announcements Business Calendars	Jan 15, 2019
12.0	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	November 05th, 2018
11.1.18	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	November 24, 2017
11.1.17	Minor release with Compatibility of Easy Announcement with MSSQL 2014	September 26, 2017
11.1.16	Minor release with Multiple shift schedules. Naming the shift schedule	August 28, 2017
11.1.15	Minor release with ECM compatibility with UCCE 11.5	July 17, 2017
11.1.14	Major release with: UCCE Support Improvements in Prompt Management Separate Application Settings interface	June 23, 2017
11.1.13	Major release with: Business Calendars Caller lists UCCX failover support Build Installer	May 1, 2017
11.1.11	Major release with: Support for virtualized/ shared contact centers with single CCX instance Improvements in Easy Announcements Support to change application script variables	January 25, 2016
11.0.1608	Initial release document for release 11.0.	August 24, 2016

Enhancements/Updated Features

Microservice Architecture

Inthisrelease,theapplicationisdividedintothefollowing,independentmicroservices:

Team Administration and recycling
Announcements and Calendars
Caller Lists

Each microservice is available on the interface based on the license purchased by the client.

Permission-based access

Permission has so that to view, update, create or delete according to the assigned permission.

Implementation of Production and Trial Licenses

The tool now provides "Trial" and "Production" licenses for the two different customer environments. A trial license expires when the trial expiry date reaches. Once it ,the application stops working. In that case, the user will have to renew the license to move further. All the application APIs will also not respond when the trial expires. In case of a "production" license or the perpetual license, a notification appearsontheapplicationinterface, one month before the actual contract expiry date, stating that the license needs to be renewed to continue with an uninterrupted support. Here, all features keep working. However, no support is available from ExpertFlow to service any future requests or to resolve issues coming in.

High availability support

The application now fully supports high availability or redundant deployment. The application is deployed on a two-nodes cluster/ VMs with one node being the Primary and the other being the secondary to provide fault tolerance and high availability of the applications. Both of the two nodes will have everything running on the machines, thus, acting as a replica of each other. Each node of the cluster exposes a VIP (Virtual IP, using VRR protocol) which will route service request to the active primary node at any point in time.

The two nodes will be synchronized with KeepAlived enabled such that as soon the primary node becomes down, the secondary node resumes services and acts as primary. Thus, the failover from primary to secondary happens nearly seamlessly.

Caller List as an independent microservice

Caller List is now available asanindependentmodulethatisautomatically enabledordisabledbasedonthe software license the client has purchased.

OS Shift

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Supervisor Tools Finesse Gadget

The new Finesse gadget for Cisco Contact Center Express supervisors allows supervisors to manage agent teams, queues, and agent skills right from within the Supervisor Finesse desktop. The web-based admin application opens in the Finesse desktop and allows access to the supervisor’s workspace based on the workspaces assigned to him/her.

The application also continues to serve for the system administrators as a web-based portal to manage users and permissions.

SSO with Finesse

The SSO with Finesse allows supervisors on to the Supervisor gadget as soon as they log on to their Cisco Finesse desktop.

Multilingual UI

The application now supports rendering the user interface in multiple languages. following languages :

English (Default)
French
Italian
German

Browser Compatibility

The recommended browser for using Supervisor Tools application is Chrome 70.0.x .72

Open Issues

Issue	Summary	Alternative
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.	Marked for next release
No translation of months names in the calendar view	in the calendar view in Announcements and Calendars	Marked for next release
Update error message	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 three characters. If the user tries to an item, with less than three characters in the name (created from CCX administration), the application throws an error.	Marked for next release
Skill level cannot be edited	The skill level of a skill addedintoaCSQcannotbemodified	Marked for future release
Prompts having spaceswithintheirnamescannotbedownloadedspaces within	If you upload a prompt through UCCX which has spaces initsname,theapplicationwouldnotbeabletodownloadthepromptspaces in its . So always make sure that the prompts do not have spaces in their names.	Marked for next release

Important Notes/ Limitations

-synced supervisors user accounts can
alsobe created for custom roles and permissions Supervisor Easy is addedin
tobe refreshed

Summary	Related Feature/ Screen	For fetching schedule shifts on any previous month on the calendar, the user has to go to the first month of that year and then come forward to fetch the shift schedule on the calendar on the previous month
Business Calendars 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 later from the EF application.	All lists
. .	All Application/Language
Once a language from the language selection menu, needs to press F5 to apply the translation	All Application/Language
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 Calendars Calendar
If a A supervisor having no workspace tries to log into theapplication,he/she will not beallowedtodo sounlessaworkspace isassignedtohim/her log on to the application unless a workspace by the administrator	User Management
Only the following pre-defined roles are supportedfor for UCCX deployments.: Junior Supervisor Agent Supervisor Administrator these roles, user-defined roles can also as well	User Management
Every user who has the CCX CCX capability “supervisor” , and “agent” will become an authentic user ofSupervisorTools.Users of the following CCX capabilities (or combination of capabilities) are supportedassigned along with “agent” being a user of Supervisor Tools. : Agent, Supervisor Agent, Supervisor, Administrator Agent, Supervisor, Reporting Agent, Supervisor, Administrator, Reporting	Besides User Management
the UCCX	Synced Supervisors, local	users can now also .	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 from the EF application in Supervisor do not map with the " user capabilities " in CCX and are internal to the EF applicationSupervisor Tools application	User Management
with the “All Agent List” permission. So, a user will upload the agent picture only if the “All Agents” permission.	User Management
When a user logs in to the Supervisor Tools, he , by default, has the list view read permissions , i.e. he can view all list pages but cannot take any actiontomodifythem.	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" permissionon all the lists, but he can perform actions on those lists 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 in CUCM, the “User list” needstoberefreshedtosee needs to to see the newly added user	User Management
Do We do not change recommend changing the id of an agent agent in CUCM	User ManagementIfan agent name iseditedfromCUCM
If 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 to see administrator will 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	Agent Management	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 supportednote that	Agent Management
At the moment, the “agentalias”isnotshownaspart “agent alias” as part of the agent profile	Agent Management
Whenever a new agent	in CUCM, the Agent list	needs	to to see the newly added agent	Agent ManagementResource
-based queues arerepresentedin“green” colorwhileskill-based queues areshownin“blue” in “green” color while in “blue” color	CSQ Management
Spaces are notallowedinQueue 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. , 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
You Note 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 isbecauseall prompts areuploadedtoCCX is because 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	Prompts Management 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 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 workspacewillbeable to accessandmakechangestotheannouncementworkspace will access and the announcement. However, since the DN attached to the announcement is not a part of the supervisor’s workspace, thesupervisorwillnot be abletoseethe the supervisor see the attached DN. For this reason,thesupervisorwill supervisor will see a warning, “Limited access! Add one of the service DN’s of yourworkspaceinorder tomakechangestothisannouncement”your workspace to this announcement”	Easy Announcements
Ifan announcement is deletedIf , 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 is already attachedto an application is renamed, If UCCX won’t recognize it andso,youwill have to attach and so attach the script manually again, with the application. For this reason, itisrecommended that a script being used with an application shouldnotberenamedshould not	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 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	Applications You cannot download a script from Supervisor Tools interface	Script Management
If an application then it cannot .	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 prompt folder while creating this workspace, thesupervisorwouldbe abletoseeall the supervisor see all prompts	Applications Management
If anadminmakeschangestoaworkspacean admin 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 applications, service DN’s to a workspace, the supervisor(ssupervisors) of theworkspacewillnot be abletoseethe workspace see/access any applications and service DN’s. However, if theadmindoesnot specifyanypromptsand the admin 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 in the name of agent groups, skills, and regions	Calendar Settings
The application now supports high availability deployment is now highly available	Redundancy Support
	Only UCCX Master Slavefailoverissupported. If UCCX node goesdown,thistype of failover is not supported.	UCCXFailoverSupport UCCX failover support

Version	Old Version 1	New Version Current
Changes made by	Former user	Former user
Saved on	Feb 28, 2019	Apr 02, 2019

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