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Software Lifecycle and End of Life Notifications

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.
For more information on the new Interaction Activity gadget, please refer to the UWF Desktop User Guide (available upon request).

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.
For more information on the new Team Chat gadget, please refer to the UWF Desktop User Guide (available upon request).

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.
For more information on the new Marquee gadget, please refer to the UWF Desktop User Guide and the UWF Business Configuration Guide (available upon request).

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
– Cisco End of Support Date: October 31, 2020

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.
For more information on supported media services, please refer to the UWF Desktop User Guide, the UWF Planning and Implementation Guide and the UWF System Administration and Maintenance Guide (available upon request). For general information on Cisco MediaSense, please refer to the Cisco website.

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

EVERGREEN SOFTWARE

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.
With the Upstream Works Evergreen Software Support Policy, customers are provided with the latest UWF software releases as they become available, at no charge. Customers are responsible only for the cost of the Professional Services required to implement the upgrade.

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.

For example, support of any 2.x release would end 90 days after version 4.0 is released, unless version 4.0 is released sooner than 15 months + 90 days from the release of version 2.x. In this way, any release will be supported for a minimum of 18 months.

SOFTWARE RELEASES AND VERSIONING

Major Release
A major release generally includes many new features, changes to the user interface or underlying operating system, or other significant changes to functionality or system behavior. In the following release naming convention, the X signifies a major release: X.y.a For example, UWF version 2.0 would be a major release.
Minor Release
A minor release generally provides additional functionality, select new features, or enhancements to features included in a major release. In the following release naming convention, the Y signifies a minor release: x.Y.a. For example, UWF version 2.8 would be a minor release.

Engineering Release
An engineering release is usually a fix for a previous minor release, and includes no new functionality. In the following release naming convention, the A signifies an engineering release: x.y.A. For example,
UWF version 2.8.1 would be an engineering release.

Patch
A patch is applied to fix a defect or defects associated with a release. In the following release naming convention, the Z signifies a patch: x.y.a.Z. For example, UWF version 2.8.1.1 would be a patch to a release.

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 support@upstreamworks.com.

Notices

This is a public document. All trademarks in this document are the properties of the owners.

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.

Upstream Works Team
www.upstreamworks.com | support@upstreamworks.com

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