Release Notes v12.3
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- Former user (Deleted)
This document contains the release summary of Supervisor Tools version 12.3.
Release Summary
This is a minor release of Supervisor Tools with the following changes:
Supervisor Tools Finesse Gadget for Supervisors
SSO with Finesse for Supervisor gadget
Multilingual UI support
Change History
Release | Change | Date |
|---|---|---|
12.3 | Major release with
| February 20, 2019 |
| 12.2 | Major release for CCE customers with
| Jan 15, 2019 |
| 12.0 | Major release with
microservice-based
| November 05th, 2018 |
| 11.1.18 | Minor release with
| November 24, 2017 |
| 11.1.17 | Minor release with
| September 26, 2017 |
| 11.1.16 | Minor release with
| August 28, 2017 |
| 11.1.15 | Minor release with ECM compatibility with | July 17, 2017 |
| 11.1.14 | Major release with:
| June 23, 2017 |
| 11.1.13 | Major release with:
| May 1, 2017 |
| 11.1.11 | Major release with:
virtualized/ shared
| January 25, 2016 |
| 11.0.1608 | Initial release document for release 11.0. | August 24, 2016 |
Enhancements/Updated Features
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 72
Open Issues
| Issue | Summary | Alternative |
|---|---|---|
Do not Press F5 or Ctrl+F5 on
| We recommend not to press F5/CTRL+F5 to refresh the | 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 | While 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 | The skill level of a skill | Marked for future release |
Prompts having spaces within | If you upload a prompt through UCCX which has spaces in its . So always make sure that the prompts do not have spaces in their names. | Marked for next release |
Important Notes/ Limitations
| Summary | Related Feature/ Screen |
|---|---|
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 changes do not reflect on the calendar immediately. The user has to navigate to some other page and come to the page to see the updates. | Business Calendar |
A supervisor having no workspace log on to the application unless a workspace by the administrator | User Management |
Only the following pre-defined roles for UCCX deployments.:
these roles, user-defined roles can also as well | User Management |
user who has CCX capability “supervisor” assigned along with “agent” being a user of Supervisor Tools. :
| 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 in Supervisor do not map with user capabilities in CCX and are internal to Supervisor 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, he has list read permissions on 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:
| User Management |
A Junior Supervisor has access to the following screens:
| User Management |
An Admin has the access to all the above along with:
| User Management |
Whenever a new user in CUCM, the “User list” needs to to see the newly added user | User Management |
We do not recommend changing the id of an agent in CUCM | User Management |
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 Agent list, an 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 |
While uploading profile pictures, please note that | Agent Management |
At the moment, “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 Management |
in “green” color while in “blue” color | CSQ Management |
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 part of any other resource group | CSQ Management |
Please note that changes to the order of agents within a queue, 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 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 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 that announcement will remain private to users having administrator role and would not be accessible for other supervisors. So supervisors 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 access and the announcement. However, since the DN attached to the announcement is not a part of the supervisor’s workspace, the supervisor see the attached DN. supervisor will see a warning, “Limited access! Add one of the service DN’s of your workspace to this announcement” | Easy Announcements |
If , 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 |
If UCCX won’t recognize it and so attach the script manually again, with the application. that a script being used with an application should not | Script Management |
You cannot upload a ZIP file of scripts and prompts. However, you can bulk upload the files | Script Management |
because CCX APIs do not allow to add spaces in the name | Script Management |
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 to NULL or no prompt in the CCX application to get it removed | Applications Management |
Applications Management | |
You cannot upload the default script in a CCX application from Supervisor Tools | Applications Management |
Make sure that the script attached to the application is valid. Supervisor Tools 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, if the admin prompt folder while creating this workspace, the supervisor see all prompts | Applications Management |
If an admin a workspace, .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 applications, service DN’s to a workspace, the supervisors) of the workspace see/access any applications and service DN’s. However, if 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 |
in the name of agent groups, skills, and regions | Calendar Settings |
The application is now highly available | Redundancy Support |
UCCX failover support |