Release Notes
This is a major release that includes the support to run CIM with Cisco CCE and bug fixes.
What's New
Store CIM interactions with UTC offset zero
On the backend, the customer interaction timezone is stored in UTC offset zero. However, while displaying the time of the interaction on the frontend, the application shows the time based on the local timezone of the user.
CIM compatibility Test with UCCE 11.6
CIM is now compatible with UCCE 11.6. This is the first release compatible with UCCE.
Redundant Deployment Testing of CIM
CIM now supports both database and VM level failover.
Integration with the latest UMM release
CIM is integrated with the latest UMM release. This UMM release has some new and improved UI and some improved features.
CIM Compatibility test on Redhat
CIM is now compatible with Redhat as well.
Open Issues
| Issue Summary | JIRA Issue | Workaround | Priority |
|---|---|---|---|
| In case of outbound campaign call the call type is appearing as inbound | EAP-11387 - Getting issue details... STATUS | Marked for the future release | MINOR |
| In the case of SMS, interaction time is not being stored in UTC 0 format in the database | EAP-11382 - Getting issue details... STATUS | Marked for the future release | MINOR |
| Database HA is not working in these scenarios | EAP-11380 - Getting issue details... STATUS | Marked for the future release | MINOR |
| Hide the env variable enable SSO in the case for CIM because it is causing issues | EAP-11378 - Getting issue details... STATUS | Marked for the future release | MINOR |
| RONA calls are not being linked with customer interactions as a part of the whole interaction | EAP-11373 - Getting issue details... STATUS | Marked for the future release | 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. |
| Red Hat Enterprise Linux | 8.2 (Ootpa) | 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 | |
| MSSQL | 2016 |
Docker Engine Requirements
| Item | Notes |
Docker CE | Docker CE 18+ and docker-compose (in case of CentOS) |
| Docker EE | Docker EE (for Redhat) |
Browser Compatibility
Item | Version | Notes |
Chrome | 83.x (64 bit) | |
| Firefox | Not tested | The UI of some pages might not render properly in Firefox. |
| IE | Not tested | An on-demand testing cycle can be executed. |
Cisco Unified CCX Compatibility
Not tested.
Cisco Unified CCE Compatibility
UCCE 11.6
Release Limitations
Summary | Related Feature/ Screen |
|---|---|
To start using the gadget, the agents and supervisors must have the respective user permissions assigned explicitly by the administrator via UMM to add/ update customers, send SMS messages, and view customer interaction history. | 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 in the language selected on the UI. No data elements are translated. | Multi-lingual UI |
| In the case of a direct transfer call, the call type appears as Inbound in the case of UCCX/E 11.6. | Interaction History gadget |
| CIM does not Support SSO for Finesse. That is, SSO-enabled agents log in to the agent gadget is not supported in CIM. | Finesse Login |
Both supervisors and agents synced from CCE can log on to the Finesse gadget with non-SSO enabled user accounts. | Finesse Login |
| Agents are logged into the agent gadget as soon as they are logged in to Finesse. They cannot log out manually from the agent gadget but logged out automatically, once logged out of Finesse. | Finesse Login |
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. | Interaction History gadget |
| If a call arrives from a customer who exists in the CIM DB, the interaction is created/ linked automatically with the matched customer record. However, if the agent wants to link the interaction with a different customer, it can search from the customer list manually and link the interaction with the desired customer record. | Interaction History gadget |
| In the case of a multi-legged call (conference/transfer), if multiple agents try to link the same interaction with multiple customers, the interaction is linked to the customer which the last agent in the call has linked to. | Interaction History gadget |
| CIM does not support context transfer. That means, if a call is linked manually by the agent with a different customer, this is linking is not forwarded while transferring the call and the system still pops out the best-matched customer record to the second agent. | Interaction History 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. | Interaction History 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. | Interaction History gadget |
The performance of the system might get compromised if more than 50 custom attributes are added. | CIM Customer |
A maximum of 100,000 customer records can be uploaded once in a single file. | CIM Customer |
Importing a CSV file of 100k customer records, each carrying 50 custom attributes takes 3 to 4 mins to upload. | CIM Customer |
| It is advised that the bulk import operation is performed in off-peak hours. | CIM Customer |
If during the bulk-import operation, a customer with the same phone number already exists, the record is updated and overwritten. | CIM Customer |
On the interactions page, the search is available based on the First Name, Last Name, or phone no of the customer. | CIM Customer |
For now, the application is tested with 500,000 customer records | CIM Customer |
CIM supports partial search in its all column-wise search filters | 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 |
| To support HA, all of the CIM machines should be on the same subnet | CIM HA |
| While creating a label, the default color is grey | Labels |
| Labels can be assigned or created dynamically while uploading the customer CSV | Labels |
| In the case of creating dynamic labels from the CSV file, the user would not be able to choose a color for the label. Instead, the application will itself assign a default color to the label. Once the file is uploaded, the user can change the default color of the newly-created labels by navigating to the Labels list. | Labels |
| Search can be done on the base of labels as well | Labels |
For assigning multiple labels via CSV, the user has to provide it in the format, a;b;c | Labels |
| Outbound SMS interactions can now be seen from the interactions page | Interaction History |
| In the new UMM, up to 2000 users are supported | User Management |
| If during an active call, the 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. | Unexpected Scenario |
UCCE failover is not tested with CIM. | UCCE failover support |