Table Of Contents
System Release Notes for Contact Center:
Cisco Unified Communications System, Release 5.1(1)Cisco Unified Contact Center Enterprise and Cisco Unified Intelligent Contact Management Software
Cisco Customer Response Solutions
Cisco Unified Customer Voice Portal
Cisco Computer Telephony Integration Object Server
Cisco Unified Operations Manager
Latest Software Upgrades and Licenses
Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Product Alerts and Field Notices
Obtaining Technical Assistance
Definitions of Service Request Severity
Obtaining Additional Publications and Information
System Release Notes for Contact Center:
Cisco Unified Communications System, Release 5.1(1)
Contents
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Latest Software Upgrades and Licenses
Overview
It is standard methodology for Cisco Systems to perform system-wide testing of Cisco Unified Communications components, supplementing the product-level testing performed on each Cisco Unified Communications product.
A major deliverable of the System Release and Cisco Unified Communications System testing is a recommendation of compatible software releases that have been verified by the test for customers. The recommendations are not exclusive and are in addition to interoperability recommendations for each of the individual voice application or voice infrastructure products. See System Requirements for more information.
The focus of this document is the contact center family of products of Cisco Unified Communications System testing.
Information about IP Telephony (IPT) components that have also been tested is available at the Cisco Technical Information Site:
http://www.cisco.com/iam/unified/ipt3/index.htmThis document is the Cisco Unified Communications System release notes on the testing conducted on voice systems composed of Cisco voice gateways, routers, Catalyst switches and the following components:
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Tested Functionality
The system-wide testing of contact center functionality for Cisco Unified Communications System Release 5.1(1) includes the following:
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The other features and functionality tested were the same as in Cisco Unified Communications System Release 5.0, as described in the System Release Notes for Contact Center Cisco Unified Communications System, Release 5.0 available at:
http://www.cisco.com/univercd/cc/td/doc/systems/unified/unified1/relnotes/rnc10ipc.htm
New and Changed Features
Cisco Unified Communications Release 5.1(1) integrates telephony, conferencing (voice and web), messaging, and contact center products for enterprise IP customers in a variety of deployment models using SIP and SCCP endpoints over IP networks. The contact center system is a portion of the end-to-end system release for enterprise Cisco Unified Communications, which is centered on the latest Unified CallManager release.
In the following sections, there are brief overviews of new and enhanced features for Cisco Unified Communications System Release 5.1(1) and links to release note documentation:
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Cisco Unified CallManager
Unified CallManager Release 5.1(1) includes the following changes and updates to functionality:
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For a detailed description of these features and functionality, see Cisco Unified CallManager
Release 5.1(1) New and Changed Information Guide at:and Release Notes for Cisco Unified CallManager Release 5.1(1) at:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_release_note09186a008079a217.html
Cisco Unified Contact Center Enterprise and Cisco Unified Intelligent Contact Management Software
Unified CCE and Unified ICM software new features include:
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If you plan to configure a mobile agent:
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The above functionality is included in Unified CCE / Unified ICM Release 7.1(1) and maintenance release 7.1(2). For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.1(1) at:
and Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.1(2) at:
http://www.cisco.com/cgi-bin/tablebuild.pl/rel71-mr2
Cisco Customer Response Solutions
For a detailed description of CRS (Unified IP IVR) features and functionality, see Release Notes for Cisco Customer Response Solutions 4.5(2) at:
Cisco Unified Customer Voice Portal
No additional features or functionality has been added to Unified CVP 3.1(0)SR2 since the SR1 release. For a detailed description of Unified CVP features and functionality, see Release Notes for Cisco Customer Voice Portal (CVP) Release 3.1(0)SR1 at:
Cisco Computer Telephony Integration Object Server
The following are the new features in the CTI OS product:
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Release 7.1(2).The above functionality is included in CTI OS Release 7.1(1) and maintenance release 7.1(2). For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco CTI OS Release 7.1(1) at:
and Release Notes for Cisco CTI OS Release 7.1(2) at:
http://www.cisco.com/cgi-bin/tablebuild.pl/ctios71-mr2
Cisco Agent Desktop
The following new features are part of the Cisco Agent Desktop:
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For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Agent Desktop 7.1 (1) at:
Cisco Unified Operations Manager
Unified Operations Manager Release 2.0 includes the following changes and updates to functionality since Release 1.1:
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For a detailed description of these features and functionality, see the Release Notes for Cisco Unified Operations Manager Release 2.0 at:
http://www.cisco.com/en/US/products/ps6535/prod_release_note09186a008077a5d8.html
Cisco IP Communicator
Cisco IP Communicator is a software-based application that allows users to place and receive phone calls using their personal computers. Cisco IP Communicator depends upon the Cisco Unified CallManager call processing system to provide telephony features and voice-over-IP capabilities.
This interaction with Cisco Unified CallManager means that Cisco IP Communicator can provide the same functionality as a full-featured Cisco Unified IP Phone, while providing the portability of a desktop application. Additionally, it means that you can administer Cisco IP Communicator as a phone device via the Cisco Unified CallManager Administration web application.
For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco IP Communicator Release 2.1 at:
http://www.cisco.com/en/US/products/sw/voicesw/ps5475/prod_release_note09186a0080758002.html
Cisco Unity Connection
Unity Connection Release 1.2(1) includes the following changes and updates to functionality since Release 1.1:
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For a detailed description of new and enhanced features and functionality, see Release Notes for Cisco Unity Connection Release 1.2(1) at:
http://www.cisco.com/en/US/products/ps6509/prod_release_note09186a00806b7bfb.html
Cisco IOS
IOS software release 12.4(11)T offers the following new features:
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System Requirements
This section provides the following information about the software versions of Cisco components and firmware versions of Cisco Unified IP phones used in system-wide testing of Cisco Unified Communications System Release 5.1(1) for Contact Center.
End-of-Sale Components
The following components have reached end-of sale (EOS) status. However, because they are still supported and may be present in existing customer deployments, have remained installed in the Cisco Unified Contact Center Enterprise test beds for this Cisco Unified Communications System release.
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The EOS date is the last date to order the product through Cisco point-of-sale mechanisms. The product is no longer for sale. There is also an end-of-life (EOL) cycle that is a process that guides the final business operations associated with the product life cycle.
The EOL process consists of a series of technical and business milestones and activities that, once completed, make a product obsolete. Once obsolete, the product is not sold, manufactured, improved, repaired, maintained, or supported.
For information about recommended replacements, see the comprehensive list of announcements at End-of-Life and End-of-Sale Products at the following URL:
http://www.cisco.com/en/US/products/prod_end_of_life.htmlFor information on specific products, choose a product from the following URL:
http://www.cisco.com/en/US/products/sw/voicesw/tsd_products_support_category_home.html. Then click on the End-of-Life and End-of-Sale Notices link in the Product Literature box.For an overview of the Products and Services EOL policy, see the information at the following URL:
http://www.cisco.com/en/US/products/products_end-of-life_policy.htmlDeployment Considerations
Tables in this section list the recommended software and firmware releases based on Cisco Unified Communications System Release 5.1(1) for Contact Center. Note that not every rebuild is tested as part of the Cisco Unified Communications System testing. Therefore, additional regression testing in a customer or Cisco-specific certification lab is recommended before deployment.
When deploying the Cisco Unified Communications System in a customer environment, remember the following:
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http://www.cisco.com/cgi-bin/tablebuild.pl/csa
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http://www.cisco.com/kobayashi/sw-center/sw-ios.shtml
At this URL, you can also access Feature Navigator and read about the Cisco IOS Roadmap.
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http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
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Software Version Matrix
Table 1 lists the software release versions of the system components in the contact center test environment.
Table 1 Software Versions for Contact Center Components in Cisco Unified Communications System
Release 5.1(1)Cisco Unified CallManager
5.1(1)
Cisco Customer Response Solutions (Unified IP IVR)
4.5(2)
Cisco Customer Response Solutions (Unified IP IVR) Operating System
2000.4.3aSR5
Cisco Unified Intelligent Contact Management and Cisco Unified Contact Center Enterprise
7.1(2)ES5
Cisco Unified Intelligent Contact Management and Cisco Unified Contact Center Enterprise Operating System
Win2003SP1
Cisco Unified Customer Voice Portal (formerly ISN)
3.1(0)SR2
Cisco Unified Customer Voice Portal Operating System
Win2000SP4
Computer Telephony Integration Object Server (CTI OS)
7.1(2)
Computer Telephony Integration Object Server (CTI OS) Operating System
Win2003SP1
Cisco Agent Desktop (CAD)
7.1
Cisco Agent Desktop (CAD) Server Operating System
Win2003SP1
Cisco Unified IP Phone Agent
7.1
ScanSoft Open Speech Recognizer (OSR)
2.0(9)
ScanSoft Open Speech Media Server (OSMS)
2.0(4)
ScanSoft Speechify
3.0(1)
Cisco CSS 11501 Content Services Switch
WebNs 7.50.1.05s
Cisco Unity Connection
1.2(1)
Cisco IP Communicator
2.0(2)
Cisco 3725, 3745 (Unified CVP VXML voice gateway)
12.4(11)T
Cisco 3825, 3845 (Unified CVP VXML voice gateway)
12.4(11)T
Cisco AS5400HPX, AS5400XM (Unified CVP VXML voice and PSTN gateways)1
12.4(11)T
Cisco AS5850 (PSTN gateway)2
12.4(11)T
Cisco 3660 (Cluster gatekeeper)
12.4(11)T
Cisco 3745 (HSRP gatekeeper)
12.4(11)T
Cisco 3725, 3745 (voice/data gateway)
12.4(11)T
Cisco 3825, 3845 (voice/data gateway)
12.4(11)T
RSVP Agent (on 37xx and 38xx platforms)
12.4(11)T
MGCP Cisco 3825 gateway
12.4(11)T
Cisco 7206 (core/WAN router)
12.4(11)T
Cisco 871 router
12.3(8)Y12
Cisco Catalyst 3550 (access switch)
12.2(25)SEC
Cisco Catalyst 6506, 6509 (core switch, Supervisor 2)
CatOS 8.5(6)
Cisco Catalyst 6506, 6509 (MSFC, Supervisor 2)
12.1(26)E7
Cisco Communication Media Module (CMM)
12.4(11)T
CiscoWorks Management Center for Cisco Security Agents
4.5.1-639
Cisco Security Agent for Unified CallManager—Engine/Policy
Bundled with Unified CallManager
Cisco Security Agent for Customer Response Solutions—Engine/Policy
4.5.1-639 / 2.0.4
Cisco Security Agent for Unified Intelligent Contact Management—Engine/Policy
4.5.1-639 / 2.0.3-W
Cisco Security Agent for Unified Customer Voice Portal—Engine/Policy
4.5.1-639 / 2.0.0
Cisco Unified Operations Manager
2.0
Cisco Unified ICM Support Tools (Server and Agent)
2.0
McAfee Antivirus
Enterprise 8.0i
Cisco Unified IP Phones—See "Firmware Version Matrix" for models
Bundled with Unified CallManager
1 For the AS5400HPX and AS5400XM PSTN gateways used for the Unified MA call flows, an Engineering Special was used to resolve defect CSCsg56996. For more information, see CSCsg56996 in Resolved Caveats in the Limitations and Restrictions section.
2 For the AS5850 PSTN gateways used for the Unified MA call flows, an Engineering Special was used to resolve defect CSCsg36739. For more information, see CSCsg36739 in Resolved Caveats in the Limitations and Restrictions section.
Firmware Version Matrix
Table 2 lists the recommended firmware versions of the Cisco Unified IP Phones (SCCP and SIP) used in the contact center test environment.
Related Documentation
The following URLs are links to documentation for related products:
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http://www.cisco.com/go/unified-techinfo•
http://www.cisco.com/en/US/products/sw/voicesw/tsd_products_support_category_home.html•
http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/phones/ps379/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/custcosw/ps14/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/custcosw/ps427/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/ps6223/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/cscowork/ps5212/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/secursw/ps5057/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/ps6535/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/ps6509/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/voicesw/ps5475/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/sw/cscowork/ps2073/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/routers/ps380/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/routers/ps341/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/routers/ps274/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/univgate/ps505/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/univgate/ps509/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/routers/ps282/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/ps5855/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/switches/ps646/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/switches/ps708/
tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/hw/phones/ps379/tsd_products_support_series_home.html•
http://www.cisco.com/en/US/products/ps6441/tsd_products_support_series_home.htmlInstall and Upgrade Notes
Additional information about installation of the components in these release notes, including the platforms tested, is available at: http://www.cisco.com/iam/unified/ipcc3/Install_and_Configure_System_Components.htm
See this content for additional information on the components tested and links to relevant documentation for installation and configuration procedures.
Upgrade information for components that have been tested and verified during system testing is discussed in the System Upgrade Manual at: http://www.cisco.com/univercd/cc/td/doc/systems/unified/uc511/sum/su511.pdf
For additional information on specific hardware recommendations or bills of material for each product, see the System Requirements section.
Latest Software Upgrades and Licenses
The following are links to the latest software upgrades and licenses for Cisco Unified Communications System Release 5.1(1) components:
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http://www.cisco.com/kobayashi/sw-center/sw-custcontact.shtml•
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http://tools.cisco.com/support/downloads/go/MDFTree.x?butype=switches•
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http://www.cisco.com/en/US/products/ps6509/products_installation_guide_chapter09186a008055e1f6.html#wp1041859•
http://tools.cisco.com/gct/Upgrade/jsp/index.jspLimitations and Restrictions
This section includes the following:
If you are a Cisco partner or a registered Cisco.com user with a Cisco service contract, you can use the Bug Toolkit to find caveats of any severity for any release. Access the Bug Toolkit at: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
Note
Important Notes
This section includes important notes related to the testing of Cisco Unified Communications System Release 5.1(1) for Contact Center.
Cisco Unified CallManager TFTP issues in large scale Cisco 7900 Series Unified IP Phone deployments (CSCdv21481)
Symptom:
If a large number of Cisco Unified 7900 series IP phones simultaneously request configuration files, their TFTP server may return a DISKFULL, RETRY, or other TFTP error. Some errors cause phones to continue to boot and log the error, while others cause phones to constantly reset. The current implementation defaults to the last saved settings if there is a TFTP timeout. Since Cisco Unified IP phones rely heavily on the TFTP configuration files received for configuration, softkeys, dial plans, and so forth, there is a possibility for the phones to be out of date with the TFTP server.
Conditions:
This issue can occur when all Cisco Unified 7900 series IP phones in a cluster are upgraded or restarted following a power outage. This problem may also occur on SIP phones after a complete Unified CallManager cluster restart on a medium size cluster when the phones lose connection to all Unified CallManager nodes and try to re-register on an interval. While the cluster is restarting, the Unified CallManager service may initialize faster than TFTP service can rebuild all the configuration files and return to service. This leads to a problem with SIP TNP phones that must download their Softkey template files. If the TFTP service is not ready, their attempts to download these files time out but they continue to register with the Unified CallManager node. In this case, the SIP TNP phones no longer support KPML events and only send enbloc SIP Invite messages to their Unified CallManager node.
Workaround:
None.
Unified CallManager in call throttling mode still accepts incoming calls (CSCea82559)
Symptom:
If an IP phone is registered with a Unified CallManager that is operating in call throttling mode, and a second IP phone registered with another Unified CallManager dials that first phone, the call is successfully established. The same scenario applies for any call destined for the first IP phone and placed through MGCP gateways or intercluster trunks (ICTs).
Condition:
Normal Unified CallManager operation.
Workaround:
None.
Cisco Unified CallManager does not support static codec G.726r32 on a SIP trunk (CSCsb92419)
Symptom:
Calls made to Unified CallManager fail if the audio codec type selected is G.726r16, G.726r24, or G.726r32.
Conditions:
This can happen when G.726 is selected as the codec type in the voip dial-peer for the following gateways: H.323, SIP, or MGCP.
Workaround:
Select another codec type such as G.711ulaw, G.711alaw, G.729, or G.723.
BAT.xlt Device and Line fields should match the Cisco Unified CallManager phone fields (CSCsb96065)
Symptom:
BAT.xlt does not exactly match the Device and Line fields that are listed on the Cisco Unified CallManager Administration page.
Conditions:
This occurs when you have to add multiple phone devices using the Bulk Administration Tool (BAT).
Workaround:
When adding phones using BAT, check the Cisco Unified CallManager Administration page to verify that you are adding the correct data to the appropriate fields.
Job Configuration Page does not automatically update (CSCsb96526)
Symptom:
When verifying the status of a scheduled BAT job, the Job configuration status page does not automatically get updated.
Conditions:
Whenever the Bulk Administration Tool is used to schedule a BAT job.
Workaround:
Press the Refresh button on the web browser page.
Real-Time Monitoring Tool Graphs do not have the capability to highlight nodes and counters (CSCsc12008)
Symptom:
Real-Time Monitoring Tool (RTMT) graph line color codes are not easily distinguishable on large clusters with more than ten nodes, especially when some of them overlap with each other.
Conditions:
When using RTMT to monitor a Unified CallManager cluster or analyzing a performance log saved by the Alert Manager and Collector (AMC) or Real-Time information System Data Collector (RISDC), you cannot highlight a node or a counter to distinguish it clearly from other color-coded lines. This problem applies to all graphs that display multiple nodes or counters with color codes.
Workaround:
None.
Multicast Music-On-Hold not supported by SIP gateway (CSCsc30731)
Symptom:
In the current release of IOS, the SIP gateway does not support multicast music- on-hold (MOH). The SIP gateway cannot stream RTP traffic when MOH is configured to multicast. When examining the traffic, it is observed that the SIP gateway receives the pre-allocated MTP information, but does not create a new MediaConnect to connect with the MOH server.
Conditions:
Call Flow: PSTN > SIP Gateway (Multicast MOH and MTP enabled) > IP Phone > Hold
When the call flow is as above and:
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Workaround:
None. The multicast feature for IOS will be supported in a future release.
Migration of Cisco Unified IP 7960 Phones from SCCP to SIP requires phone power cycle (CSCsc67031)
Symptom:
When SCCP Unified 7960 IP Phones are converted to SIP, the phones do not register properly and do not migrate from SCCP to SIP. The phones cannot locate the SEPmac.CNF.XML file and get stuck in a loop and their registration as SIP phones is rejected.
Conditions:
This happens when SCCP Unified 7960 IP Phones (running the 8.0(0.21) software load) are converted to SIP using the BAT and the Unified CallManager cluster is rebooted.
Workaround:
Power down and then power up the SCCP Unified IP 7960 Phones. Once the phones are power cycled, they successfully register as SIP phones.
Unity Connection needs an adaptive packet interval algorithm (CSCsc79956)
Symptom:
Remote endpoint sends RTP packets at a different packet interval than requested by Unity Connection. Unity Connection appears to record a message, but no message is actually recorded. Unity Connection discards the RTP packets and voicemail is not saved.
Conditions:
Unity Connection and remote endpoints are configured to send and receive RTP packets at different packet intervals. This problem is seen with remote endpoints that only send RTP packets at one interval or do not use the requested interval time.
Workaround:
Manually configure the remote endpoints and Unity Connection to have an identical packet interval time.
Agents in talking state are set to NOT READY after Cisco Unified System Contact Center Gateway Failover (CSCsd29061)
Symptom:
Agents that are in a "talking" state are set to a "Not Ready" state once the call ends.
Condition:
This happens when the Unified SCCG has a failover.
Workaround:
Manually put the agent back into a "Ready" State.
Cisco Unified Communications Operating System Platform CLI does not have ability to search folders by disk usage (CSCsd41441)
Symptom:
A LogPartitionHighWaterMarkExceeded alarm is received from a Unified CallManager node indicating that the server is running out of disk space under the common partition.
Condition:
If you enable too many traces for reporting purposes, the common partition may fill up and the server could run out of disk space. It is not easy to determine which trace levels or settings to reduce or which files to delete in order to prevent this situation. A platform CLI command should be provided to examine which folders are using the most disk space and which files to delete.
Workaround:
None.
Resetting CFwdALL on Cisco Unified IP Phones does not produce correct tone (CSCsd56104)
Symptom:
When the CFwdALL setting on the Cisco Unified IP Phone is reset, the two short beeps that indicate that the redirected number has been released are not heard. However, the redirected number correctly disappears from the phone display.
Conditions:
This happens with the current release of SIP Cisco Unified IP Phones 7941, 7961, and 7971.
Workaround:
None.
Certificate Authority Proxy Function (CAPF) logging requires service restart (CSCsd62658)
Symptom:
Certificate Authority Proxy Function (CAPF) detailed trace is not available.
Conditions:
Platform serviceability logging level is set to "Detailed" for troubleshooting purposes.
Workaround:
Stop and restart the CAPF service via the Platform Serviceability interface.
Bulk Administration Tool (BAT) should support more than 12,000 records per transaction (CSCsd64029)
Symptom:
The Bulk Administration Tool (BAT) recommends limiting any transaction for inserts/updates/deletes to a maximum of 12,000 records. This limit should be removed. BAT should support over 12,000 record changes reliably.
Conditions:
This limitation applies to BAT transactions with over 12,000 records only.
Workaround:
In the case of a query-based transaction, if the selected number of records exceed 12,000, then the administrator should refine the query to select fewer records. In the case of comma-separated value (CSV) based transactions, the administrator must split records across CSV files such that each file contains less than12,000 records and schedule multiple transactions.
Workaround:
Resetting the SIP trunks that have failed to initialize will restore the service on these trunks.
No protection for limiting number of active nailed up callers (CSCse06753)
Symptom:
Cisco Unified CallManager service runs out of memory and unexpectedly restarts.
Conditions:
Under certain stress conditions when there are very large number of concurrent active calls present on a single call processing node, Unified CallManager service could run out of memory even on a Cisco MCS-7845-based Unified CallManager server equipped with 4 GB of RAM.
Workaround:
None.
Real-Time Monitoring Tool Critical Service Down alert is raised when backing up CDR_CAR (CSCse22377)
Symptom:
During a scheduled Cisco Disaster Recover System (DRS) backup, the Real-Time Monitoring Tool (RTMT) displays alerts indicating that critical services are down.
Conditions:
When backing up the CDR_CAR feature during a scheduled or manual DRS backup, the Cisco CAR Scheduler service and Cisco CAR Web Service are taken down during the backup process. The RTMT detects each service going down and triggers critical service down alerts.
Workaround:
These alerts can be ignored as they are normal during a backup process.
Large-scale phone unregistrations leads to Cisco Unified CallManager Code Yellow entry (CSCse26225)
Symptom:
Cisco Unified CallManager service goes in to Code Yellow state unexpectedly and starts rejecting new calls from all devices.
Conditions:
When a large number of phones unregister from their primary Unified CallManager node, that particular node could go in to Code Yellow state for a period of time. During this time, all new calls are rejected. This situation could occur in centralized call processing deployment models with large SRST remote sites. If the connectivity between the remote and central sites is lost, Unified CallManager servers in the central site could go into Code Yellow state.
Workaround:
None.
Cisco Unified Customer Voice Portal gets backed up and the application server goes out of service (CSCse54656)
Symptom:
The Cisco Unified Customer Voice Portal (Unified CVP) Application Server goes out of service until the latency time is reduced.
Conditions:
The root cause of this problem is that Dialogue Failure Events are counted in the latency figures for the Unified CVP Application Server. When many of these events occur (errors between Unified CVP and Unified Intelligent Contact Management), the Unified CVP Application Server logs the message "Average latency time exceeded maximum allowed, going out of service-new call:1591(max:1000), call result:-65(max:400)" and goes out of service.
Workaround:
In AppAdmin > Engine > Engine Configuration, set both New Call Throughput Upper Threshold and Call Event Throughput Upper Threshold to 30,000.
Cisco Communications Media Module port loopback tests fail in special circumstances (CSCse80723)
Symptom:
Cisco Communications Media module (CMM) fails to come back online after a reload, a power cycle, or an unexpected crash. The test module status shows a faulty state and the show test module command indicates that the loopback test on port#1 of the module has failed.
Loopback status on Ports (reported by module 1):
1 2 3 4 5
---------------
F N N N
Conditions:
This happens to a CMM operating under a Cisco Catalyst 6000 Supervisor 2 module running version CatOS 8.5(5). The loopback test fails and the CMM does not come back online after the module has been reloaded or power cycled, or has crashed more than three times.
Workaround:
Perform a clear cam dynamic command and reset the faulty module again.
No counters to track call throttling over an H.323 trunk (CSCsf10917)
Symptom:
When ICT call throttling occurs, Unified CallManager raises an alarm and logs it in the Unified CallManager traces; but does not display the number of H.323 calls being throttled.
Conditions:
Unified CallManager has an ICT call throttling mechanism that enables it to reject additional H.323 calls. However, there is no performance counter associated with the throttling mechanism that records and displays the number of calls it throttles.
Workaround:
None.
Real-Time Monitoring Tool Performance Log Viewer does not display sorted remote log files (CSCsf20296)
Symptom:
The Real-Time Monitoring Tool (RTMT) Performance Log Viewer does not display sorted remote log files.
Conditions:
When viewing remote performance log files (either Alert Manager and Collector (AMC) or Real-Time information System Data Collector (RISDC)) using RTMT Performance Log Viewer, the list of files displayed is not sorted.
Workaround:
Manually sort the listed files and choose the log file that you need.
Disaster Recovery restore attempt on a first node fails (CSCsf28239)
Symptom:
Restoring data on a first node using the Disaster Recovery System (DRS) tool fails and an error in the Unified CallManager database displays.
Conditions:
The Unified CallManager multi-node cluster is running the same version as the DRS backup file. The restore attempt fails when trying to restore the first node or the Unified CallManager database to the previously saved version using the DRS tool. The DRS log files on the Unified CallManager database indicate the following error:
CCMDB Restore failed, installdb failed
425: Database is currently opened by another user
Workaround:
Shut down all the subsequent nodes in the Unified CallManager cluster and then attempt to restore the first node.
Default view should be given the option to enable or disable (CSCsg14500)
Symptom:
In the Cisco Unified Operations Manager, users are allowed to define their own views, logical groupings of devices that appear in the Monitoring Dashboard displays. However, the All IP Communications Devices view is enabled by default and automatically included in the user's Service Level View, and there is no method for turning off this view.
Conditions:
In the Manage Views page, there is no option to disable the All IP Communications Devices view in the Service Level View. Users can select which customized views will appear in Service Level View by placing a checkmark next to each view name in the Topology column. However, the Service Level View display automatically includes the All IP Communications Devices view showing the entire network topology, in addition to the views selected by the user. Users may find this behavior unexpected.
Workaround:
None.
Unified IP Phone cannot find CTL file on its TFTP server if the device name is lowercase (CSCsg27500)
Symptom:
A Unified IP phone does not register properly with its TFTP server when the device name (which is also the MAC address) is in lowercase characters.
Conditions:
When a Unified IP phone has voice security configured on it, it requests the CTL file from the Unified CallManager cluster TFTP server. The function handleCTL looking for the <devicename>.cnf file is case-sensitive. When the device is added by the BAT and the device name or MAC address is in lowercase, the function cannot find the <devicename>.cnf file because it looks for an uppercase device name.
Workaround:
Ensure that the MAC address of the Unified IP phone is in uppercase characters.
Cisco Unified CallManager 5.X to 4.X and IOS Gateway SIP Trunk incompatibility (CSCsg50227)
Symptom:
Calls from a Unified CallManager Release 5.x cluster over a SIP trunk with TCP transport to a Unified CallManager Release 4.1 or 4.2 cluster cannot be answered. After going off hook at the destination cluster running Unified CallManager Release 4.1 or 4.2, the originator continues to ring and after a period of time the call is cleared. Similar symptom could be observed when using an IOS PSTN gateway with TCP SIP trunks terminating at Unified CallManager Release 4.1 or 4.2 clusters.
Conditions:
Unified CallManager Release 5.x cluster with a SIP trunk Security Profile Outgoing Transport Type set to TCP a trunk destination to a Unified CallManager Release 4.x cluster. When placing concurrent calls, after the first call is established the consecutive calls cannot be connected. The problem occurs due to TCP reuse differences between the SIP protocol stacks in these products. If the side with TCP reuse capability calls to a side without the same capability, consecutive calls will fail. A similar condition applies to IOS PSTN gateways with SIP trunks terminating at Unified CallManager because IOS Release 12.3(8)T changes to TCP reuse from no TCP reuse.
Workaround:
Due to the SIP protocol stack incompatibilities between these components when using TCP transport, use UDP transport to ensure compatibility.
MGCP service restart required to apply configuration changes (CSCsg62087)
Symptom:
Voice security on MGCP gateways is enabled but not applied. For instance, running the voice gateway command show rtpspi call reveals that the SRTP column displays a zero (0) value.
Conditions:
This situation occurs when configuring voice security features on a Cisco IOS MGCP gateway. The Configuring Voice Security Features on Cisco IOS MGCP Gateways topic in the Media and Signaling Authentication and Encryption Feature on Cisco IOS MGCP Gateways document is missing information in the configuration procedures.
Workaround:
To ensure that voice security configuration changes are applied, you should first stop and restart the MGCP service before you exit the configuration mode. Listed below is a summary of the configuration steps required to enable and apply the voice security features:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
No calls made via H.323 Gateway appear in Real Time Monitoring Tool (RTMT) Summary View for active gateways, ports, and channels (CSCsg71038)
Symptom:
Calls made via H.323 gateways are not visible in the Real Time Monitoring Tool Summary view for active gateways, ports and channels.
Conditions:
When using RTMT with Cisco Unified CallManager Release 5.0 or later.
Workaround:
Use the Call Process-Gateway Activity view to monitor calls of this type.
Unified Operations Manager fails to properly alert on Unified CallManager related service outage (CSCsg96469)
Symptom:
Cisco Unified CallManager related service outages are not properly identified by the Unified Operations Manager.
Conditions:
This has been observed in normal operating conditions. Currently when a Unified CallManager service outage occurs the event generated by Unified Operations Manager indicates a HeartBeat Threshold value has been exceeded. This is the same event if the heart beat actually falls below the configured threshold of 24 ticks per minute. The event details do not specify that the heart beat actually dropped to 0.
Workaround:
None.
Resolved Caveats
This section lists severity 1, 2, and selected 3 caveats that are resolved now but are not included in the recommended component versions of Cisco Unified Communications System Release 5.1(1) for Contact Center.
Note
To determine the software version that includes the fix, click on the linked caveat number in the Identifier column in Table 3 to go to the Bug Toolkit.
1 This defect will be resolved and fixed in IOS Release 12.4(11)T1 (or later) scheduled to be available in January, 2007.
2 This defect will be resolved and fixed in IOS Release 12.4(11)T1 (or later) scheduled to be available in January, 2007.
Open Caveats
This section lists known severity 1, 2, and selected 3 caveats related to the testing of contact center components in Cisco Unified Communications System Release 5.1(1) and previous releases, which were not resolved at the time this document was written.
For additional information on each defect, click on the linked caveat number in the Identifier column in Table 4 to go to the Bug Toolkit.
Troubleshooting
For important troubleshooting information, tips, and recommendations related to the testing of Cisco Unified Communications System Release 5.1(1) for Contact Center, see Troubleshooting information at: http://www.cisco.com/iam/unified/ipcc3/Introduction_to_Troubleshooting.htm
Documentation Updates
•
The information sites specific to IP telephony and contact center system applications for Cisco Unified Communications System Release 5.1(1) are:
–
http://www.cisco.com/iam/unified/ipcc3/index.htm–
http://www.cisco.com/iam/unified/ipt3/index.htm•
•
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. This section explains the product documentation resources that Cisco offers.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Product Documentation DVD
The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL:
http://www.cisco.com/univercd/home/home.htm
The Product Documentation DVD is created and released regularly. DVDs are available singly or by subscription. Registered Cisco.com users can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation Store at this URL:
http://www.cisco.com/go/marketplace/docstore
Ordering Documentation
You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Documentation Store at this URL:
http://www.cisco.com/go/marketplace/docstore
If you do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Documentation Feedback
You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form available in every online document.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
From this site, you will find information about how to do the following:
•
•
•
A current list of security advisories, security notices, and security responses for Cisco products is available at this URL:
To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT:
•
An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.
•
In an emergency, you can also reach PSIRT by telephone:
•
•
Tip
Never use a revoked encryption key or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending any sensitive material.
Product Alerts and Field Notices
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. You can receive these announcements by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive information.
To access the Product Alert Tool, you must be a registered Cisco.com user. Registered users can access the tool at this URL:
http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en
To register as a Cisco.com user, go to this URL:
http://tools.cisco.com/RPF/register/register.do
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Support website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Support Website
The Cisco Support website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day at this URL:
http://www.cisco.com/en/US/support/index.html
Access to all tools on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Note
Tip
If you suspect that the browser is not refreshing a web page, force the browser to update the web page by holding down the Ctrl key while pressing F5.
To find technical information, narrow your search to look in technical documentation, not the entire Cisco.com website. After using the Search box on the Cisco.com home page, click the Advanced Search link next to the Search box on the resulting page and then click the Technical Support & Documentation radio button.
To provide feedback about the Cisco.com website or a particular technical document, click Contacts & Feedback at the top of any Cisco.com web page.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411
Australia: 1 800 805 227
EMEA: +32 2 704 55 55
USA: 1 800 553 2447For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
Severity 1 (S1)—An existing network is "down" or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired while most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
•
http://www.cisco.com/offer/subscribe
•
•
http://www.cisco.com/go/marketplace/
•
•
•
http://www.cisco.com/en/US/products/index.html
•
http://www.cisco.com/discuss/networking
•
http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm
•
http://www.cisco.com/en/US/learning/index.html
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System Release Notes for Contact Center: Cisco Unified Communications System Release 5.1(1)
Copyright © 2006 Cisco Systems, Inc. All right reserved.
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