.Release Notes v13.2
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This is a major release including some new feature enhancements and bug fixes.
What's New
CIM API for Voice Recording Integration
CIM exposes an API for third-party recording solutions to update the voice recording URL with an interaction. So the third-party recording solutions provide the right recording file link to CIM to be attached to one of the Customer interactions. For API details, see CIM API Guide.
Outbound SMS History
You can now view the history of the SMS messages sent from the CIM agent gadget. The details include SMS text, Status, Agent ID, Time and Phone number on which the message has been sent.
Customer Labels
A label in CIM is considered to be a list or a tag assigned to a customer. Customers can be segmented or divided into groups and assigned specific tags. Hence, based on the tag assigned to the customer, different business decisions can be taken such as priority call treatment, blacklisting the customer or routing the customer request to an expert queue. A label has a name and an optional color attribute.
Open Issues
| Issue Summary | JIRA Issue | Workaround | Priority |
|---|---|---|---|
| The version of UMM shown on the UMM interface is incorrect | EAP-10826 - Getting issue details... STATUS | Marked for the future release | MINOR |
| Limit the customized attributes to 50 | EAP-9259 - Getting issue details... STATUS | Marked for future release. The custom customer attributes were supposed to be up to 50. | MINOR |
| Hard refresh by pressing F5 is not supported | EAP-9280 - Getting issue details... STATUS | Marked for future release. Do not refresh the app by pressing F5 or Ctlr+F5. To refresh a list, always navigate through one page to another for refreshing the lists. | MINOR |
| In the case of Direct Transfer scenario, the type of the call is displayed as "Inbound" in case of 11.6 | EAP-9746 - Getting issue details... STATUS | Marked for future release. In the "Direct Transfer", call type will be appearing as inbound. This is only in the case of UCCX 11.6. | MINOR |
Compatibility Matrix
OS Compatibility
One of the following OS software is required on the server:
Item | Version | Notes |
CentOS | 7.x updated to the latest packages (use Yum update) | Administrative privileges (root) are required to follow the deployment steps. Internet access should be available with inbound connections on port 9242 enabled. |
| SUSE Linux Enterprise Server | version 12 | Administrative privileges (root) are required to follow the deployment steps. Internet access should be available with inbound connections on port 9242 enabled. |
Database Requirements
Item | Notes |
| Mongo DB |
Docker Engine Requirements
| Item | Notes |
Docker CE | Docker CE 18+ and docker-compose (in case of CentOS) |
Docker EE | (in case of SUSE Linux Enterprise platform) |
Browser Compatibility
Item | Version | Notes |
Chrome | 76.0.3809.132 (64-bit) | The UI of some pages might not render properly in Firefox. |
| Firefox | Not tested | |
| IE | Not tested | An on-demand testing cycle can be executed. |
Cisco Unified CCX Compatibility
Tested against CCX version 11.6 (Premium edition). On-Demand testing can be done on other CCX versions higher and/or prior to 11.6 and CCX Enhanced editions.
Cisco Unified CCE Compatibility
Not tested yet.
Release Limitations
Summary | Related Feature/ Screen |
|---|---|
To start using the gadget, the agents and supervisors must have the permissions by their admins explicitly to create/ update contacts, view customer interaction history and create / update requests. | Admin Interface |
After logging in on the admin interface, do not press F5 or Ctrl+F5, 404 error will appear. It will require to access the app again. | Admin Interface |
Only Lists and titles are translated. No data that will go into the database will be translated. | All Application/Language |
| In case of a direct transfer call the call type is appearing as inbound in case of UCCX 11.6 | CIM gadget |
| Agents cannot log out manually from the CIM gadget. They are logged out automatically once logged out of Finesse and logged in once logged in to the Finesse desktop | CIM gadget |
Only users having permissions can start using the CIM gadget Each CCX agent and supervisor synced from UCCX have the “Agent” and “Supervisor” permissions respectively and can log in to the CIM gadget. | CIM gadget |
If no customer record is found against the ANI, the application will automatically open a pop-up that has the option to search a customer from existing customers or create a new customer. | CIM gadget |
| If a call with existing record arrives on CIM, it will link the call with the customer, however, if some new customer is searched then it can be manually linked to that customer as well. | CIM gadget |
| In the case of a conf/transferred call, the interactions will be linked to the customer which the interaction was linked at the end | CIM gadget |
| CIM does not support context transfer | CIM gadget |
If during a single call an agent applies multiple wrap-ups then the most recently applied wrap-up will be recorded at the end of the call | CIM gadget |
In case of a conference or a transfer call, if the first agent applies the wrap-up and the second agent simply ends the call without applying any wrap-up, the interaction will record the wrap-up provided by the first agent | CIM gadget |
More than 50 custom attributes are allowed to be created | CIM gadget |
CSV contact length limit 100k | CIM gadget |
Uploading CSV 100k and 50 custom attribute file takes around 3 mins to 4 mins | CIM gadget |
| It is advised that CSV is uploaded in off-peak hours | CIM gadget |
If a contact having the same number is uploaded via csv then it will update the previous one's fields | CIM gadget |
On the interactions page, the search is available on customer First Name, Last Name or phone no. | CIM gadget |
For now, CIM is tested with 500k customers | CIM gadget |
Column wise search is available on the customer. | CIM gadget |
CIM supports partial search in its all fields | CIM gadget |
Two customers with the same ANI/phone cannot exist. | CIM gadget |
Duplicate numbers are allowed for phone 01, 02, 03, 04 and 05 fields for the same customer. For instance, a customer ‘XYZ’ can have up to five phones and one or more phones having the same number. However, one phone number is unique to one individual customer and cannot be duplicated among multiple customers. | CIM gadget |
If a new customer record with a different name but with the same existing phone number is created, the existing customer profile will be overwritten/replaced with the new customer profile. | CIM gadget |
Adding ‘+’ at the start of the number is permissible. However, contact with ‘+’ in the start and another without ‘+’ (but the same number) will be considered as two different contact numbers. | CIM gadget |
The click-to-dial button works only when the application is opened within Finesse as a gadget. While running as a web application in the browser, the click-to-dial function will not work. | CIM gadget |
| Send SMS button is not yet supported | CIM gadget |
At the moment, the application does not store any barge in, consult and silent monitoring call logs or activities as part of the customer interaction. However, it stores call conference, call transfer activities as part of the interaction. | CIM gadget |
Only Agents and Supervisor can do a manual outbound call | CIM gadget |
| No popup will happen in case of manual outbound call | CIM gadget |
| Popup will happen in case of campaign outbound call | CIM gadget |
Both supervisors and agents synced from CCX can log on to the Finesse gadget. | User Management |
The application supports the redundant deployment | Redundancy Support |
The time on all the servers should be the same | Redundancy Support |
If both CIM is down on both sides, all read/write operations will fail. At least, one instance should be active at a time | Redundancy Support |
Both instances of UMM should not be turned off at the same time | Redundancy Support |
If both database servers are down, the database failover won't work | Redundancy Support |
| If during an active call, agent closes his browser, the interaction will not be recorded unless the agent manually logs in on finesse and select the customer manually before the call ends on finesse. | Redundancy Support |
UCCX failover is handled within the application | UCCX failover support |