CX Release Notes

Release Limitations

Environment:

• Cisco Voice Channel is tested with UCCX 12.5 
• CX Voice Channel is only tested by using a SIP phone which is MicroSIP.
• Geo Cluster is tested with 3 worker nodes. (Only for CISCO Finesse. Rest of the features are not tested on Geo Cluster)
• Microsoft SQL Server 2019 Enterprise.

CX Voice (FreeSWITCH)

• • Limited scenarios work for multichannel cases for a customer using voice and non voice channels simultaneously. 
  • CX Rona is not yet integrated with the CX Voice (FreeSWITCH) solution. Leveraging the Ringing timeout of the FreeSWITCH to provide the RONA feature for this channel. 
  • Optional note and the direct transfer request sender will not be shown in the incoming request notification.
  • Silent monitoring and Barge In features are not yet implemented for CX Voice. (Unstable behaviors are observed on silent monitoring or barge In into active conversation of voice)
  • Direct extension to extension calls are not supported. 
  • Any private browser window is not supported, as the system is using the browser cache for state maintenance.
  • CX Voice features are not tested using SIP trunk and only tested using a SIP phone which is MicroSIP.

Progressive Outbound Campaigns:

• • Once a component (FreeSwitch, Dialer, Database) backs up after failover customer will not get first 2-3 calls.
  • Once an Agent got reserved, it is able to Logout from Agent Desk.
  • No check applied if dialing mode is invalid or not provided in the CIM Message.
  • No check applied if campaign type is invalid in the CIM Message.
  • Direct Transfer is not supported for Progressive Outbound Campaign Calls.
  • Phone number can not be tested with country code.

Cisco Voice:

• • Consult Call legs will not be part of an activity for now.
  • Any private browser window is not supported, as the system is using the browser cache for state maintenance.
  • Logging out from the Finesse doesn't log out the agent from CX.
  • If a call is ongoing, voice session is active, and the conversation is transferred to the queue on CX, the conversation is transferred including the
    voice session but the call is active with Agent A. When the transferred conversation is accepted by Agent B, they will not be able to close the conversation
    due to the active voice session as Agent B does not have the active call.
  • Consult, Consult-Transfer, Consult-Conference, and Direct Transfer cases are not supported for UCCE yet due to technical limitations on Cisco/CTI
  • Unstable behaviors on chat transfer, and conference scenarios are observed.
  • Advanced cases ( direct transfer, consult transfer, etc.) are not supported for a manual outbound call.
  • A2 Conversation View Disappears in Consult Conference Call intermittently when on the A2 side, the conference active event is received first, and then Agent Desk sends CALL_LEG_STARTED for conference. After that A2 receives consult call ending event.
  • Finesse limitation after failover occurs when domain shifts agent becomes not ready during call.
  • When the call is ended during the Finesse failover, and the system reconnects to Finesse, the Agent Desk gets the call ending event from the CTI with no dialog info as the call is ended already, and to close the conversation, the Agent Desk uses the dialog data stored in cache for the incoming call, so the timestamps of both call starting and call ending become the same which caused the duration to be 0.
  • After a Finesse failover scenario occurs during a direct transfer on an agent extension and queue, the customer number becomes null in call leg. 
  • It is mandatory to have at least 1 custom reason code for Not Ready and 1 custom reason code for Logout. 

Geographical Cluster:

• • Worker Node Failover Time: It takes up to 10 minutes for worker node to shift from one node to another.
  • AMQ & KeyCloak pods need to be manually deleted after every CX failover so it can be created again.
  • During an active call, if a CX failover occurs, the agent will be logged out, and the customer will need to refresh the Finesse page. However, the agent will automatically be backed and logged in.
  • Rasa Bot is not part of the Geographical Cluster.
  • After every CX failover, need to be logged in as a team agent; otherwise, the Grafana queues will not be visible. After 5 minutes or so, data on Grafana disappears and the agent will need to Re-login.

Instagram

• • Instagram related permissions are not yet approved due to which current testing can be done using Instagram Users.
  • The agent can only reply to top-level comments.; 
  • From mobile app, users can send Gif message. However, it will not be displayed on the AgentDesk.
  • Media is not supported in Instagram comments.

  • Once comment is marked as hidden then It will only be displayed to that Instagram user who created it. Rest all of the users will not be able to see it.

  • In case of delete comment, it will be deleted for all Instagram users.

  • Comment reply as DM can be a text message.
  • The locale settings only get defined at bootstrap Buttons message will not show on web desktop Instagram's app. Only mobile app can be used to see and select any button message.

License Manager: 

• License Manager is only tested with the online mode in this release

SMS via SMPP:

• • SMPP connector only support text messages(using Test App).

Agent MRDs:

• • When routing engine is restarted, the Agent Max Requests is changed to default i.e. 5 (Whatever is set in MRD)

Queue Waiting Time and Queue Position:

• • For now, only API is developed for Queue Waiting Time and Queue Position. (It will be embed in Web Widget in future)

Priority Routing:

• • For now, three default customer labels are configured in rasa bot training with predefined  priority (Name should be these Premium: 10, Gold: 8, Standard:6)

Facebook:

• • Nested comments having photos and videos, stickers, and GIFs are not returned by the FB Graph API sometime (API used for View full Post), only their captions are being returned.
  • For now, the FB Graph API is only returning first-level video comments posted by the admin of the page.
  • The FB Graph API does not return the profile photo of the users commenting on the post.
  • In case of a single FB comment, some GIFs will not land on the agent's desk because of the broken payload received from Facebook.
  • When a single comment arrives on the agent's desk we can't show where it was posted because it does not contain the FB page info. 
  • Highlighted text is not supported on Facebook DM.
  • Emojis are not supported by the agent desk.

Reports:

• • The agent filter will not work in the reports for conversations that involve multiple agents.

• Application is tested on the RKE2

• Application is tested with Rasa bot only

• Supervisor Dashbaord are tested

• In this release, 3 servers are used for deployment (Superset, RASA, HC-solution)(NON HA ENV)

• UCCX Version 12.5

• CUCM Version is 12.5.1

• Application is tested on CISCO IP Phones only

• CIPC Version is 8.6.1

• EFSwitch integration is implemented.

• Voice Channel Configurations: Push mode enabled for the voice channel

• Provision to add agent extension in Keycloak User Object (Object model)

• WhatsApp is tested with Dialog360
  

• Telegram is tested
• Twilio is tested for WhatsApp

• Facebook is tested using the developer account

• Only the English language is tested for sending and receiving message

• Priority Routing is tested
• Route re-initiated chats is tested
• Task EWT and Queue Position API is tested
• SMS support via SMPP and Twilio connector is tested using Test App
• Instagram Direct Messages are tested
• Instagram Social Media is tested
• Real-time reports are tested for CX Voice
• Routing mode is tested in historical reports
• Private Reply on Facebook Comments are tested
• Custom Message Support in Agent Desk is tested by using API
• CX Voice:
  - Admin Configs
  - Agent Login with Free Switch
  - IVR treatment
  - Find Agent / Agent reservation
  - Call Controls (Ringing, Accept, End, Hold, Resume)
  - Direct Queue Transfer
  -Progressive Outbound Campaigns
• UCCX  12.5 failover Tested:
  For both Agent Extension & Queue
  -Inbound
  -Call consult
  -Consult-Conference
  -Consult-Transfer  
  -Direct Transfer
  -Manual Outbound
  -Multi-leg Voice Activity
  -Voice call activity (Transfer call legs)
• Geographical Cluster Support Tested for Only:
  -PostgreSQL
  -MongoDB
  -ActiveMQ
  -Redis
  -Web
  -Grafana
  -CX Failover Tested on UCCX 12.5

  
  

• Reports are not tested with MSSQL

• SLA is not tested for Grafana

• Customer Identification

• WebRTC configurations

• Viber, and Twitter (these channels are not tested)

• GTM is not tested

• Offline deployment testing

• Bot types Dialog Flow and Custom are not tested.

• Agent Request TTL Timers for queued / reserved tasks at RE bootup is not tested
• Full view post on Facebook Comments is not tested
• UCCE is untested
• CX Voice Browser failover Scenarios
• Third party Activities Enhancements
• Multichannel is not tested for Cisco and CX Voice Channel
• CX Voice not tested using Sip trunk.
• CX Activity APIs are not tested