/
Release Notes v12.0

Release Notes v12.0

This document is a release summary of Supervisor Tools version 12.0.

Release Summary

This is a major 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

Note

This release is testedfor compatibility only with CCX 11.5.

Change History

ReleaseChangeDate
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

The application is now compatible on aLinuxCentOSplatformandis deployed as a Docker image.

Browser Compatibility

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

Open Issues 

IssueSummaryAlternative

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
Update error message

Ifan item hasbeencreatedonUCCXthathasa name less than 3 characters then upon updating the same from the EF application gives an update error

Marked for next release
Skill level cannot be edited

The skill level of a skill addedintoaCSQcannotbemodified

Marked for future release

Prompts having spaceswithintheirnamescannotbedownloaded

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

Marked for next release

Important Notes/ Limitations

SummaryRelated 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

When a user updates the shift schedule, the new updated schedule timings do not reflect on the calendar immediately. The user has to navigate to another page and come back to the calendar list to see the changes

Business Calendars

If a supervisor having no workspace tries to log into theapplication,he/she will not beallowedtodo sounlessaworkspace isassignedtohim/her by the administrator

User Management

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

  • Junior Supervisor
  • Supervisor
  • Administrator
User Management

Every user who has the CCX capability “supervisor”, and “agent” will become an authentic user ofSupervisorTools.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.

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 do not map with the "user capabilities" in CCX and are internal to the EF application

User Management

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.

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" permission.

User Management

A Supervisor has access to the following screens:

  • Agents
  • CSQs
  • Easy Announcements
  • Prompts
  • Scripts
  • Applications
User Management

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

  • Users
  • System Settings (Skills, Agent groups, Regions, Preference Settings)
  • Workspaces
User Management

Whenever a newuserisaddedinCUCM, the “User list” needstoberefreshedtosee the newly added user

User Management
Do not change the id of an agent in CUCMUser Management

Ifan agent name iseditedfromCUCM, it will take time to synchronize with CCX. However, you might need to re-login to see changes in the User list

User Management

In the Agents list, an administratorwillbeable 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

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 supported

Agent Management

At the moment, the “agentalias”isnotshownaspart of the agent profile

Agent Management

Whenever a new agent is addedin CUCM, the Agent list
needs tobe refreshed to see the newly added agent

Agent Management

Resource-based queues arerepresentedin“green” colorwhileskill-based queues areshownin“blue” color

CSQ Management
Spaces are notallowedinQueue namesCSQ 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. 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 cannot upload a prompt file on the root folderPrompts 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 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

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 accessandmakechangestotheannouncement. However, since the DN attached to the announcement is not a part of the supervisor’s workspace, thesupervisorwillnot be abletoseethe attached DN.For this reason,thesupervisorwill see a warning, “Limited access! Add one of the service DN’s of yourworkspaceinorder tomakechangestothisannouncement”

Easy Announcements

Ifan 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 is already attachedto an application is renamed, UCCX won’t recognize it andso,youwill have to attach the script manually with the application.For this reason, itisrecommended that a script being used with an application shouldnotberenamed

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 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 Management

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

Applications Management
Spaces in application names are not allowedApplications Management

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

Applications Management

Make sure that the script attached to the application is valid.
Supervisor Tools application 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 while creating this workspace, thesupervisorwouldbe abletoseeall prompts

Applications Management

If anadminmakeschangestoaworkspace,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 to a workspace, the supervisor(s) of theworkspacewillnot be abletosee/access any applications and service DN’s. However, if theadmindoesnot specifyanypromptsand 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 name of agent groups, skills, and regions

Calendar Settings
The application now supports high availability deploymentRedundancy Support

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

UCCXFailoverSupport

Related content