April 22, 2011
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 Date Comment
Products Affected
Products Affected
Problem Description
In the CAD 8.0(1) release, the CAD LDAP service is susceptible to glue nodes, which corrupt the directory and can result in one or more agents being unable to log into the ACD. In addition, a CAD LDAP service with glue nodes cannot be backed up and restored, thus impairing upgrades to later CAD releases. Glue nodes are relatively rare occurrences, but the problem has been reported.
For this reason, existing CAD 8.0(1) customers should upgrade to CAD 8.0(1a), which directly addresses this problem by replacing the CAD LDAP Service. CAD 8.0(1a) also contains additional bug fixes.
Background
The CAD LDAP service is used to store deployment-specific configuration information. In a high availability environment, this data is replicated. With the CAD 8.0(1) version of the service, corruption in the form of glue nodes may result after data is written to the active LDAP while the inactive LDAP is offline. Once the inactive CAD LDAP Service returns online and LDAP replication resumes, glue nodes may be created in both LDAP Services.
Problem Symptoms
Symptoms may include the inability of one or more agents to successfully log in. In addition, an administrator may notice that changes made to the system configuration through Cisco Desktop Administrator are not saved and specific agent settings, such as an assignment to a work flow group, may no longer be visible. Finally, the Sync Service Error Log (DirAccessSynSvr0001.dbg) will display errors when set to a DEBUG or TRACE level.
Workaround/Solution
CAD 8.0(1a) for UCCE is a replacement of CAD 8.0(1). All new customer orders will receive CAD 8.0(1a). Existing customers may download the ISO from the Cisco web site for product support from this location:
Products > Voice and Unified Communications > Customer Collaboration > Cisco Unified Contact Center Products > Cisco Agent Desktop > Cisco Agent Desktop Software Releases
Alternatively, customers with a valid support contract may order the installation CD through the Product Upgrade Tool.
Existing CAD 8.0(1) customers should upgrade to CAD 8.0(1a). CAD 8.0(1a) is a base release that addresses the issue by providing a replacement CAD LDAP service. The CAD 8.0(1a) upgrade process analyzes the existing CAD LDAP service, determines its current state, and if necessary, repairs the affected LDAP service before performing the upgrade. Specific upgrade instructions appear in the CAD 8.0(1a) product release notes.
Customers who have applied an ET for CAD 8.0(1) should review this list before upgrading to ensure its inclusion. If an applied ET has not been included in this list, the customer should contact Cisco TAC and request an ET that is applicable for CAD 8.0(1a) before performing the upgrade.
DDTS
To follow the bug ID link below and see detailed bug information, you must be a registered customer and you must be logged in.
DDTS Description CSCti68557 (registered customers only) Document the requirements for SQL user for NT authentication CSCto10203 (registered customers only) Backport feature to enable pop-up windows for integrated browser CSCti20560 (registered customers only) LDAP is broken when CAD services are restarted CSCte25770 (registered customers only) In OB Dialer Dir Preview toolbar, some buttons disabled on call hold CSCth53042 (registered customers only) SMC causes slow increase in Tomcat memory usage CSCtj85388 (registered customers only) Agent call statistics are calculated incorrectly CSCsv69266 (registered customers only) Sync service does not disconnect from CTI OS on failover CSCtd66814 (registered customers only) High FCVoIPMonServer CPU usage when monitoring mobile agents CSCtj85229 (registered customers only) When supervisors re-skill, CTI OS can crash CSCtk63241 (registered customers only) CSD cannot monitor agents CSCto08370 (registered customers only) IPPASvr leaks memory for every page pull CSCto08450 (registered customers only) RAW to WAV conversion using raw2wav.exe results in 1kb file CSCto08475 (registered customers only) Supervisor crashes when agent is logged in with ext > 10 digits CSCto08594 (registered customers only) CAD agent.exe does not close/exit normally in thin client environment CSCto10650 (registered customers only) Base repair fails if an MR but no ES is installed CSCto12953 (registered customers only) CAD & CSD show previous days in current day?s call log CSCsz70779 (registered customers only) Mobile Agent Mode check box cannot be removed from CAD-BE client CSCte45907 (registered customers only) Agent cannot complete a consult transfer/conference CSCti47126 (registered customers only) Call and ECC variables not displayed in Agent Desktop CSCti68589 (registered customers only) Job ?CRS-ReplicationMonitor? fails, can't create log directory CSCti68602 (registered customers only) Replication jobs are installed as domain admin not local user CSCtj19817 (registered customers only) CTIStorageServer.exe gets into bad state using high CPU trace on DEBUG CSCtj44025 (registered customers only) Sync and License services crash shortly after installing CAD 8.0.1 CSCtj50295 (registered customers only) ECC variables missing after upgrade to 8.0 when using custom layout CSCtj80239 (registered customers only) Inconsistent casing of ?retCode? can lead to replication setup failure CSCtj80255 (registered customers only) CSD monitoring doesn?t restart on a new call within 5 seconds CSCtj85210 (registered customers only) Phonebooks containing comma in phone number cause restore to fail CSCtk09136 (registered customers only) CDBRTool does not connect to side B when side A is down CSCtk10517 (registered customers only) CSD Chat window closes after sending chat message to multiple agents CSCtl06493 (registered customers only) Failover does not occur after prolonged service failure CSCtl06504 (registered customers only) No procedure for uninstalling CAD in an HA environment in docs CSCtl09086 (registered customers only) Rows jump when sorted skill stats display is autorefreshed CSCtl85307 (registered customers only) Recordings fail immediately after startup if disk space check isn?t done CSCtl85319 (registered customers only) Recording threads may be deleted while still running causing crash CSCtn53818 (registered customers only) Enterprise layout fields revert to default configuration after reboot CSCtn61118 (registered customers only) IPPA service fails to start after CAD replication due to IPv6 lookup CSCtn99413 (registered customers only) CAD displays wrong enterprise data for transferred OB Dialer call CSCto08319 (registered customers only) Tab name shows ?no title? in CAD integrated browser CSCto08320 (registered customers only) When PG failover done via TaskManager, CAD cannot log in CSCto08379 (registered customers only) CAD integrated browser opens empty new tab when link clicked CSCto08394 (registered customers only) Recording playback stops on codec change CSCto08411 (registered customers only) Supervisor workflow fails when run against large pool of CSQs CSCto08461 (registered customers only) XML parse error in IPPA with Canadian French localization CSCto08516 (registered customers only) RPServer doesn't purge the recording CSCto10234 (registered customers only) In CSD, recorded calls not available for playback after a day CSCto10280 (registered customers only) CSD recording filter - filters by day but not by date CSCto10408 (registered customers only) Cannot reply to chat message from user not in contact list CSCto10460 (registered customers only) CAD recording - More than one RTP stream sent to a single port CSCto10500 (registered customers only) After NM failover, no status for CUPS CSCto10714 (registered customers only) Presence integration LDAP query contains no filters CSCto11077 (registered customers only) CAD hangs on login for a few seconds CSCto11089 (registered customers only) Incorrect version number shown in Cisco Agent Desktop Help/About CSCto11093 (registered customers only) CSD Record Viewer crashes when Play and Save is clicked CSCto11130 (registered customers only) Page refreshing in non-visible browser tab steals focus CSCtc99337 (registered customers only) CAD Citrix support for W2K3 SP2 CSCtf19273 (registered customers only) Duplicate accelerator key on Browser Setup tab; key does not work CSCtf19323 (registered customers only) Incorrect tooltip displayed for Intervention menu in CSD CSCtf19338 (registered customers only) Alt+A accelerator key in Preferences window does not work CSCtj18283 (registered customers only) Agent status shows as ?Unknown? in Chat window for mobile agents CSCto08540 (registered customers only) Standard License user interface errors CSCto08552 (registered customers only) Sorting by empty column makes entries jump around CSCtf10181 (registered customers only) CSD overlays same agent in Team Agent Statistics Display multiple times
For More Information
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