Field Notice: FN - 63908 - Functionally Unresponsive Virtual Machine That Runs Contact Center Application - Software Upgrade Recommended

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Updated:January 24, 2019

Document ID:FN63908

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	19-Nov-14	Initial Release
10.0	16-Nov-17	Migration to new field notice system
10.1	24-Jan-19	Fixed Broken Image Link

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	HCS for Contact Center Virtual machine templates	9	9.0(1)	Any Virtual Machines Running Windows Server 2008 R2
NON-IOS	Packaged Contact Center Enterprise Software Releases	9	9.0(1)	Any Virtual Machines Running Windows Server 2008 R2
NON-IOS	Packaged Contact Center Enterprise Software Releases	10	10.5(1),10.0(1)	Any Virtual Machines Running Windows Server 2008 R2
NON-IOS	Unified Contact Center Enterprise Virtual Machine Templates	10	10.5,10.0	Any Virtual Machines Running Windows Server 2008 R2
NON-IOS	Unified Contact Center Enterprise Virtual Machine Templates	9	9	Any Virtual Machines Running Windows Server 2008 R2
NON-IOS	Cisco Customer Voice Portal Software Releases	CVP Version 9	9.0(1)

Defect Information

Defect ID	Headline
CSCur18466	Packaged CCE OVA Default SCSI Controller Change
CSCur18470	UCCE OVA Default SCSI Controller Change
CSCur31640	HCS-CC OVA Default SCSI Controller Change

Problem Description

There are reports that customers encounter the stuck I/O port issue that causes the Microsoft Windows Virtual Machine (VM) Guest Operating System (OS) to become functionally unresponsive. This could result in reduced quality of service in the contact center.

This issue is documented by VMware KB 2063346.

Background

This is a known issue with the Microsoft Windows LSI_SAS inbox driver. This issue is resolved in LSI SAS drivers Version 1.32.01 and later.

Because the LSI Logic Parallel SCSI Windows driver is no longer maintained, the resolution for reported issues that use that controller is to replace it with the LSI SAS controller and then update to latest drivers.

Problem Symptom

An affected Microsoft Windows Server Virtual Machine that becomes slow or unresponsive results in reduced quality of service and service outages in the Contact Center.

Workaround/Solution

WARNING: These procedures require application downtime. Perform these procedures during a planned maintenance window.

For Unified Contact Center Enterprise (CCE), use the Unified CCE Service Control in order to shut down services and set them to manual start before you initiate these procedures.

Follow these instructions for Unified CCE:

The Unified CCE Service Control application is an interface into Microsoft Windows platform's service control manager, which displays the Node Manager service for each Unified Intelligent Contact Management (ICM)/Unified CCE component as well as its state and startup settings. Each Node Manager service appears in this format: Cisco ICM .

As an example, the Unified CCE Service Control window shown in Figure 1 lists information about the Node Manager services that run on the local machine. The Computer Telephony Integration Object Server (CTI OS) Server component Node Manager service is identified as "Cisco ICM ctios CTIOS". Similarly, services like Router, Logger, Administration Workstation and Peripheral Gateway services would be listed.

Figure 1. Unified CCE Service Control

In order to start, stop, or cycle the processes, use the appropriate tabs from the Unified CCE Service Control window. In order to set the service to manual on Microsoft Windows startup, select the service name and click Manual. In order to set the service to start automatically on Microsoft Windows startup, select the service name and click Automatic.

Restart the applications and set services to auto start only after verification of successful controller change and driver update.

For affected Microsoft Windows Server VMs that already run with the LSI Logic SAS controller, the issue is resolved in the LSI SAS Version 1.32.01 and later driver versions.

Download the latest driver and update.

For affected Microsoft Windows Server VMs that run the LSI Logic Parallel controller, follow the procedures described in VMware KB 1002149 in order to change the controller type to LSI Logic SAS, and then update to LSI SAS Version 1.32.01 or later drivers.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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