CIC 2017 R1 was released November 1, 2016! This release includes some cool new features, and today I’d like to share several of the highlights with you.
CIC 2017 R1 now supports IPv6 which is a requirement for Joint Interoperability Test Command (JITC) certification. According to http://jitc.fhu.disa.mil/index.aspx, JITC provides risk based Test Evaluation & Certification services, tools, and environments to ensure Joint Warfighting IT capabilities are interoperable and support mission needs. All CIC components now support IPv6 for SIP Proxy as well as HTTP transfers from Interaction Dialer.
Compliance and Security in 2017 R1
- OpenSSL Version Update: OpenSSL is a general-purpose cryptography library and open-source project that provides a robust, commercial-grade, and full-featured toolkit for the Transport Layer Security (TLS) and Secure Sockets Layer (SSL) protocols. Starting in CIC 2017 R1, OpenSSL 1.0.2h will be supported (the OpenSSL 1.0.1 version will end on December 31, 2016). OpenSSL 1.0.2h includes support for TLS 1.2 and provides better security. For more information, check out https://www.openssl.org/source/
- E911 Service Provider Support: the E911 feature enhancement (North America customers) now sends the Media Access Control (MAC) and IP address of a managed station that dials 911 through a CIC client application to a third-party E911 service provider. This allows the E911 service provider to associate those addresses to a previously provided Automatic Location Information (ALI) record and forward it to the correct Public Safety Answering Point (PSAP) to answer. A third-party E911 service provider (currently Intrado) is required.
Crystal Reports User and Queue Reports
User and queue reports are now built on Crystal Reports as opposed to ActiveReports. These reports are available in IC Business Manager’s Interaction Reporter under the User Reports and Queue Reports categories. There is also a new Legacy Reports category, which is where you can find the ActiveReports versions. These reports will run as they did in previous CIC releases.
Internet Explorer 10 support
Microsoft ended support for IE10 in January of 2016. As a result, the last CIC release in which Interaction Connect (the browser-based client) will support IE10 is CIC 2017 R2. Before upgrading to CIC 2017 R3 or later, CIC users should plan to upgrade to Internet Explorer 11 or any of the other support browsers located at this link. Also, CIC for Salesforce will no longer support IE10 after December 31, 2016.
Interaction Dialer Enhancements
CIC 2017 R1 includes enhancements to Dialer which allow agents to place multiple, successive calls on the same contact before moving to the next contact increasing productivity. Reporting was also changed to show and classify this additional time spent on additional calls to the same contact.
This is by no means a complete list of enhancements included in CIC 2017 R1, but they're a few I thought you would enjoy learning about. If you’re considering an upgrade or just want to know more, reach out to us here at CPI today!