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
Release | Change | Date |
---|---|---|
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
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
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 |
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
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 |
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
| 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:
Besides the UCCX-synced supervisors, local user accounts can | User Management |
On the first time deployment, each user synced from CCX will | 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:
| User Management |
An Admin has access to all the above along with the
| User Management |
Whenever a newuserisaddedinCUCM, the “User list” needstoberefreshedtosee the newly added user | User Management |
Do not change the id of an agent in CUCM | User 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 | Agent Management |
Resource-based queues arerepresentedin“green” colorwhileskill-based queues areshownin“blue” color | CSQ Management |
Spaces are notallowedinQueue 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 | 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 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 | 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 | 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 | 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 | Applications Management |
Spaces in application names are not allowed | Applications Management |
You cannot upload the "Default" script in a CCX application using | Applications Management |
Make sure that the script attached to the application is valid. | 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 | 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 deployment | Redundancy Support |
Only UCCX Master Slavefailoverissupported. If UCCX node goesdown,thistype of failover is not supported. | UCCXFailoverSupport |