Revised – Upstream Works Software Update and Notifications
Software Lifecycle and End of Life Notifications
This notification replaces an announcement sent earlier today concerning the Upstream Works software lifecycle and EOL notifications. Please note that the only change is a new subject line which now more accurately reflects the contents of the announcement. We apologize for any confusion that the previous subject line may have caused.
As part of our on-going software lifecycle management process we wish to inform you that Upstream Works Software is announcing end of support and end of life for the following Upstream Works for Finesse (UWF) software versions and gadgets.
Date: August 22, 2017
UWF VERSION 1.0 SUPPORT ENDING 90 DAYS AFTER RELEASE OF UWF VERSION 3.0
Upstream Works is announcing end-of-life on UWF version 1.0. UWF version 3.0 was released on August 14, 2017. Support for UWF version 1.0 will end 90 days following this second major release announcement. Support for UWF version 1.0 will end on November 14, 2017.
INTERACTION HISTORY GADGET NO LONGER AVAILABLE AS OF UWF VERSION 3.5
For UWF version 3.5, the Interaction History gadget, which was available until UWF version 3.0, will no longer be available. It is replaced by the new Interaction Activity gadget, which was introduced in UWF version 2.7. Both the old and new gadgets are still available in version 3.0. The old version of the Interaction History gadget will continue to be supported as long as its major release is supported. The old Interaction History gadget was used to display a historical record of customer interactions across all channels. It enabled agents to view the details for these interactions. The new Interaction Activity gadget provides supervisors and agents with the same capabilities as Interaction History along with a single, comprehensive workspace in which they can view and manage all their interactions.
UWF TEAM GADGET NO LONGER AVAILABLE AS OF UWF VERSION 3.5
For UWF version 3.5, the UWF Team gadget will be replaced by the new UWF Team Chat gadget. Both the old and new gadgets are available in version 3.0. With version 3.5, the old version of the gadget will no longer be available. The old version of the Team gadget will continue to be supported as long as its major release is supported. The old UWF Team gadget enabled agents to view performance statistics and communicate with other members of their team through the Team Chat component of this gadget. The new Team Chat gadget will provide enhanced chat capabilities for agents, enabling them to communicate with other agents either directly or in dedicated chat rooms. Statistics that were previously available in the UWF Team gadget will now be available in the UWF Statistics gadget.
MARQUEE GADGET NO LONGER AVAILABLE AS OF UWF VERSION 3.5
For UWF version 3.5, the Marquee gadget will be replaced by a new Marquee gadget. Both the old and new gadgets are available in UWF version 3.0. With version 3.5, the old version of the gadget will no longer be available. The old version of the Marquee gadget will continue to be supported as long as its major release is supported. The old Marquee notification gadget enabled supervisors to post notifications to their agents in UWF. The new enhanced Marquee gadget will now provide supervisors with the ability to post important contact center statistics as well as provide notifications to their agents.
CISCO MEDIASENSE VERSIONS 10.X & 11.X NO LONGER SUPPORTED AS OF UWF VERSION 3.5
For UWF version 3.5, Cisco MediaSense versions 10.x and 11.x will no longer be supported. MediaSense is a Cisco product offering and media services platform that is used in conjunction with UWF for call recording and media storage. Cisco has announced the EOL dates for these products as follows:
– Cisco End of Sale Date: October 4, 2017
As these products will no longer be supported by Cisco, before upgrading to UWF version 3.5, you must ensure that you obtain and configure an equivalent media services application.
MICROSOFT WINDOWS SERVER 2008 NO LONGER SUPPORTED AS OF UWF VERSION 3.5
For UWF version 3.5, Microsoft (MS) Windows Server 2008 will no longer be supported. The current minimum recommended version of MS Windows Server for use with UWF is MS Windows Server 2012 R2. Therefore, before upgrading to UWF version 3.5, you must ensure that you update your version of MS Windows Server to this minimum recommended version (or newer).
For more information on the supported versions of MS Windows Server, please refer to the UWF Planning and Implementation Guide and the UWF System Administration and Maintenance Guide (available upon request). For general information on MS Windows Server, please refer to the Microsoft website.
Upstream Works Software Policies and Release Information
Keep up to date with software maintenance and continuous software upgrades as they are developed and made available. Evergreen software is part of your maintenance agreement, and includes upgrades, fixes, and patches.
SOFTWARE SUPPORT POLICY
Support for a major release ends 90 days after either: a) two subsequent major releases, or b) fifteen (15) months from its original release date, whichever is longer.
SOFTWARE RELEASES AND VERSIONING
If you have any questions or require more details about these notifications or our software lifecycle management process in general, please contact your Upstream Works Representative or firstname.lastname@example.org.
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Information in this document is subject to change without notice and does not represent a commitment on the part of Upstream Works Software. The software described in this document is furnished under either a license agreement or a non-disclosure agreement, but not otherwise. Upstream Works Software makes no warranty of any kind with regard to the material contained herein, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose.
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