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Ask the Expert: Cisco Unified Contact Center Express (UCCX) Version 10.0 - Upgrade, Migration, and New Features Overview

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Jan 16th, 2014

            Read the bioWith Abhiram Kramadhati 

Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the upgrade, migration methods, and new features of the latest released Version 10.0 of Cisco Unified Contact Center Express (UCCX) with Cisco expert Abhiram Kramadhati.

Abhiram will address the following on the latest release of Cisco UCCX Version 10.0:


          • Installation
          • Upgrade from previous versions - both Linux and Windows   
          • Migration from MCS to Cisco UCS environment - Different methods and best practices
          • New features - Overview and limitations

This discussion will center on install and upgrade best practices, changes in hardware support, and migration methods from MCS to Cisco UCS. He can also briefly discuss the new features introduced in 10.0. The discussion focuses the latest versions, but queries about general Cisco UCCX topics can be addressed too if time allows.


Abhiram Kramadhati is an engineer with the Contact Center Backbone group. He has been working with Cisco UCCX since he joined Cisco. During two years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).

For more details about this topic, refer to the recently published Tech-Talk Video and Blog.

Remember to use the rating system to let Abhiram know if you have received an adequate response. 

Abhiram might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in the Voice, Video, and Collaboration  community,  sub-community, Contact Center discussion forum shortly after the event. This event lasts through January 31, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

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anuragsiddhu Tue, 01/21/2014 - 12:19

Hey Abhi,

I had some questions on this,

1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?

2:Is there any version change for Linux OS used as VOS,

3:Is there any API architecture change in UCCX 10 from previous releases ?

4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?

5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?

6:Is Host name change supported?

Regards

Anurag Siddhu

akramadh Tue, 01/21/2014 - 21:29

Hi Anurag,

Thanks for your questions.

1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?

I assume this is from the tables regarding historical data. The database schema essentially remains the same since UCCX 9.0 had CUIC too and we had a seperate DB Space for CUIC and we still continue with that. The traditional historical tables remain and the replication process remains the same too.

2:Is there any version change for Linux OS used as VOS,

The Linux version is Red Hat Linux 5. To be precise:

[root@uccx10pub /]# cat etc/redhat-release

Red Hat Enterprise Linux Server release 5.7 (Tikanga)

3:Is there any API architecture change in UCCX 10 from previous releases ?

I can answer this more of an overview. The only enhancement in the API side is the introduction of REST API step in the script editor. You can now make REST calls from the script and this ofcourse opens up a whole new world of possiblities.

4:Since from UCCX 10 , we can only use either CAD or Finnesse at one  time, whats the impact of changing this after some time in production,  let say , i used CAD for 2 months and then i decided to move to Finesse,  whats the impact ? or is it a smooth change as switching CUIC and HRC  in previoius release ?

For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time.  Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.

5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?

Yes, it can be used. This is something called as "Third party specs based specification". The most important things seen for compatibility are:

  • Inter CPU Model
  • It it is on thVMWare Hardware Compatibilty List

You can get more information about this on the "Can I use this server?" section of UC Virtualized Hardware page:

http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#.22Can_I_use_this_server.3F.22

6:Is Host name change supported?

Yes, the hostname change is supported. The prcocedure is documented in the UCCX 10.0 Administration Guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0.pdf (Pg 168)

Cheers,

Abhiram Kramadhati

david.macias Tue, 01/21/2014 - 12:43

Is CUIC now the only reporting engine?

david

Gabriel Saavedra Tue, 01/21/2014 - 15:00

Hi David, as far as I know, the answer is yes. For UCCX version 10 CUIC is the only reporting tool.

Gabriel.

akramadh Tue, 01/21/2014 - 17:00

Hi David,

Yes, UCCX 10.0 has CUIC as the single reporting solution. It was a phased approach where CUIC was introduced parallely with HRC in 9.0 and then moving to CUIC-only model in 10.0 so that customers have a chance to get accustomed to the reporting solution.

You can get details about changes in this area in our discussion:

https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center/blog/2014/01/06/3-community-tech-talk-uccx-100-new-feature-overview

Hope that helps!

Cheers,

Abhiram Kramadhati

Gabriel Saavedra Tue, 01/21/2014 - 20:25

Hi Abhiram,

From your link, I was reading this:

Media Sense Recording:

  • With UCCX 10.0(1), you can now use Media Sense to record your calls.
  • UCCX  is integrated with Media Sense so that a workflow can be configured to  send tagging information, while Media Sense depends on CUCM on recording  the media itself.

This workflow is just for tagging or can you create a workflow just to record calls that cross the UCCX server?

We use MediaSense to record calls for one of our customer's agents and then play them with a software developed by our software team, but the record profile that is created in CUCM records ALL calls to and from the agent's IP phone.

Gabriel

Gabriel Saavedra Wed, 01/22/2014 - 07:36

Hi Abhiram, I was reading the MediaSense part in the SRND 10, I got it now. Thank you.

Gabriel.

akramadh Wed, 01/22/2014 - 07:50

Hi Gabriel,

Yes you are right, the SRND talks about this (

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/design/guide/UCCX_BK_DF6A995E_00_design-guide.pdf). In summary:

  • The Finesse API enables a particular call recording to be initiated from the Finesse desktop
  • Every session will utilise a license, configurable from the System Parameters page
  • The workflow action is used to send tagging information to the Media Sense server
  • The recording is stopped by CUCM when the call ends on the phone

Hope it helps!

Cheers,

Abhiram Kramadhati

neily Thu, 01/23/2014 - 02:16

Hi Abhiram

Can you tell me if 10.0 UCCX should be available to order on PUT? My customer requires +E164 CTI RP support?

I specifically mean IVR as CCX is available on PUT but IVR is not?

Thanks

Neil

akramadh Thu, 01/23/2014 - 08:30

Hi Neil,

UCCX 10.0 can be ordered via the PUT. Subsequent upgarde images will be available on cisco.com.

Your accounts manager should be able to give more information if needed, however please feel free to reach out to me in case you face any issues.

Cheers,

Abhiram Kramadhati

akramadh Thu, 01/23/2014 - 09:02

Hi Neil,

Thanks for pointing that out. I am not the best person to answer that, but let me clarify that for you. Just to be clear, you are on IPIVR license and you wish to order 10.0 UCCX, right? I see STD, ENH and PRE listed. I will confrm with the appropriate team and get back to you.

Cheers,

Abhiram Kramadhati

neily Thu, 01/23/2014 - 09:32

Hi Abhiram

Yes thats correct I have a IPIVR license.

Thanks again

Neil

akramadh Fri, 01/24/2014 - 04:48

Hi Neil,

I had a chat with the product team and yes, the IPIVR upgrade is yet to be released since it is pending on an internal action. However, it should be done very soon and I will let you know as soon as it is done.

Cheers,

Abhiram Kramadhati

neily Fri, 01/24/2014 - 06:07

Thank you Abhiram

akramadh Mon, 01/27/2014 - 17:10

Hi Neil,

I have confirmation that the issue should be sorted out by the end of this week. Please let me know if this works for you, else we can get you temporary licenses for the time being.

Cheers,

Abhiram Kramadhati

t.schaffner Mon, 01/27/2014 - 08:17

Hi Abhiram

Does the new feature Caller ID Support only shows the caller number as a overlay on the IP Phone or will it show the caller information as usual calls are displayed? Will it pass now the Caller ID or still CTI Port number through CUCM CTI during the alerting state?

Regards

Thomas

akramadh Mon, 01/27/2014 - 17:28

Hi Thomas,

This is the current implmentation:

  • When the consult transfer is in progress from CTI Port to the agent's phone, the agent phone rings.
  • At this time, the agent sees the CTI Port number on the phone.
  • Once the agent answers the call, the calling number is displayed

With the introduction of the CLID feature, we are now able to see the calling number itself when the consult call is ringing on the agent phone. This feature is actually implemented by pushing the data in an additional screen on the agent phone. What this means is that an additional screen pops up on the agent phone which contains the calling number and also the CLID header (if enabled). There is no change in the number passed by CUCM and if the agent hits on the EXIT button, the CTI port number can still be seen in the ringing state. Therefore, there is no change in the way the call information is delivered from a CUCM/CTI perspective. The CLID information is delivered to the agent phone by pushing an additional page to the phone which contains the information:

Screen Shot 2014-01-28 at 6.48.21 AM.png

While we are on this topic, here are the commands that will come in handy:

      utils uccx icd clid disable

      utils uccx icd clid enable

      utils uccx icd clid header

      utils uccx icd clid prefix

      utils uccx icd clid status

Important points to note:

  • An engine restart is required for the changes to take effect.
  • The command is effective ONLY on the node on which it is run. So in case of a HA environment, please run it on both the nodes.
  • After an upgrade, the CLID status is set to disabled and the header values are reset to the default.

Do let me know if you need any clarifications.

Cheers,

Abhiram Kramadhati

neily Tue, 01/28/2014 - 00:39

Hi Abhiram

Thanks for the update. Please could you arrange for temporary licenses as I really need to start the upgrade as soon as possible. I have the mac for the server.

Thanks

Neil

akramadh Tue, 01/28/2014 - 00:48

Sure Neil. Could you provide your License MAC?

Cheers,

Abhiram Kramadhati

neily Tue, 01/28/2014 - 00:51

Thanks Abhiram

It is 2858c2598e10 and its for a 5 port IVR version 10.x

Thanks again

Neil

akramadh Tue, 01/28/2014 - 00:57

Hi Neil,

I have subimitted the request and will let you know as soon as I get the license. Please provide your email id so that I can send you the license file.

Cheers,

Abhiram Kramadhati

akramadh Tue, 01/28/2014 - 01:11

Hi Neil,

The license has been sent to your email.

Cheers,

Abhiram Kramadhati

nilesh_joshi Thu, 01/30/2014 - 03:17

Hello Abhiram

UCCX 10 .0 CAD / CSD Application supported  to windows 8.

Regards,

Nilesh

.

install
Cisco agent desktop and Supervisor desktop application on windows 8 machine .

akramadh Fri, 01/31/2014 - 00:52

Hi Nilesh,

UCCX 10.0 CAD/CSD is currently not compatible with Windows 8:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Screen Shot 2014-01-31 at 2.14.54 PM.png

Please note that going forward, the focus will be on Finesse as the agent desktop. This is already introduced in this version of UCCX and it is a browser based agent desktop and this removes the dependency on the OS version of the PC.

Cheers,

Abhiram Kramadhati

sicherr12 Thu, 01/30/2014 - 12:01

Hi,

I currently run UCCE 8.5 with CUCM 8.5.1 infrastructure.  I want to run a mini helpdesk on UCCX, can I still integrate CCX 10 with the CallManager?

akramadh Fri, 01/31/2014 - 00:59

Hi Ricardo,

I would answer this in parts:

Can you integrate both UCCX to a CUCM cluster already integrated with UCCE?

Yes, you can do this since the UCCX will use AXL and CTI services of the CUCM; and the application users through which the service is rendered are completely independent. Eg: the CTI user for UCCX and that for UCCE will be different and the CUCM will be able to service both the products. The only things you need to keep in mind are to ensure that numbers are not shared for both products: a DN being a route point for both UCCE and UCCX. And ensure that your CUCM cluster is sized correctly to handle this increased number of devices (read CTI devices, AXL requests etc.)

Can you integrate the UCCX 10 with your current CUCM system?

This will not be possible becasue UCCX 10 is not compatible with CUCM 8.5, so you will have to use a higher version of CUCM.

Screen Shot 2014-01-31 at 2.26.03 PM.png

The compatiblity of CUCM with UCCX 10.0 can be checked in the compatibility matrix:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Hope that helps!

Cheers,

Abhiram Kramadhati

ashley.georgeson Fri, 01/31/2014 - 03:34

Hi Abhiram, can you explain UCCX10 wallboard reporting and licensing requirements?

Many thanks, Ash.

ashley.georgeson Fri, 01/31/2014 - 05:32

Also, whats the current story with Microsoft Dynamics integration?

Regards, Ash.

akramadh Fri, 01/31/2014 - 08:55

Hi Ashley,

Thank you for your questions. In terms of wallboard, the supported wallboards remain the same:

Screen Shot 2014-01-31 at 10.16.00 PM.png

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

However, it would be worthwhile to explore the options which CUIC gives inherently:

  • Dashboard
  • Live Data (new feature)

Live Data accesses the UCCX data to give information about the current state of the contact center. You can use this in your gadgets and display them on the desktops (Finesse) too! Like you can see, there is a certain degree of customization which you can do. The Live Data reports are available in the co-resident CUIC in UCCX 10.0 and you can find the details here:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/design/guide/UCCX_BK_DF6A995E_00_design-guide.pdf (Pg 82).

Now coming to the Microsoft CRM integration. To be honest, the integration with any 'third party product' via the integrated browser on CAD is something which has to be handled by the team implementing it. I have personally filed these two defects and worked on escalations around this issue:

CSCtx99455: CAD does not send HTTP POSTs properly, causes web pages unable to load

CSCud51636: CAD memory usage does not come down after closing the tab

Now, the challenge is that the integrated browser in CAD is only a shell of the actual internet explorer. So it is often assumed that a webpage which might work with IE on the PC will work with the integrated browser, which is incorrect. The integrated browser can never be compared to a fully blown IE and therefore, any issues related to performance of CAD due to this integration will not be supported. The onus will be on the third party product to modify the webpage rendered to work within the realm of the integrated browser. Needless to say, we will give an much inputs as possible from TAC but the fix will eventually have to come from the vendor.

P.S. This event will close in a few hours. In case you are unable to reply on this thread, please feel free to reach out to me via email: akramadh@cisco.com

Cheers,

Abhiram Kramadhati

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