Contact Center Express Hot Issues from Cisco TAC

UCCX has multiple CCGs with same ID resulting in CCG becoming unusable, Fixed CSCto93497

Symptom: UCCX may have CCGs that has become unusablle, i.e. triggers associated with the CCG can longer accept calls
Conditions: Multiple CCGs in UCCX with same ID
Workaround: Contact TAC

Voice Quality issue at High Call Volume, Open CSCtx19884

Symptom: Calling in users hear chopped off greeting messages
Conditions: Number of calls in IVR increase more that 120
Workaround: ++ None ++ Using CUCM MoH is an option ++ Its not possible for this specific customer as they cater to different customer's and everyone has different MoH 2nd: A fix has been given: - Firstly needs to get the "Remote Root" access enabled for Cu Unified CCX - Stop the Unified CCX Engine either from Unified CCX Appadmin or by logging into the remote account cli and running controlcenter.sh "Cisco Unified CCX Engine" stop - Stop the IPVMS Service on the box by running the below command from the remote account cli service ipvms stop - Take the back up of old ipvms.ko file and DriverMonitor in case required from /lib/modules/cm_ipvms/2.6.9-78.EL.i686/ipvms.ko /lib/modules/cm_ipvms/2.6.9-78.ELsmp.i686/ipvms.ko /usr/local/cm/bin/DriverMonitor - Now copy the updated ipvms.ko files present in the respective folder and DriverMonitor attached to the below location /lib/modules/cm_ipvms/2.6.9-78.EL.i686/ipvms.ko /lib/modules/cm_ipvms/2.6.9-78.ELsmp.i686/ipvms.ko /usr/local/cm/bin/DriverMonitor - Please make sure that ipvms.ko and DriverMonitor have the execute permission with root owner i.e. as -rwxr-xr-x 1 root root 1387331 Jan 3 22:24 ipvms.ko -rwxr-xr-x 1 root root 1339606 Jan 3 22:24 ipvms.ko -rwxrwxr-x 1 root platform 22933 Jan 5 01:17 /usr/local/cm/bin/DriverMonitor In case not change the permissions as : chmod 755 /lib/modules/cm_ipvms/2.6.9-78.EL.i686/ipvms.ko chmod 755 /lib/modules/cm_ipvms/2.6.9-78.ELsmp.i686/ipvms.ko chmod 755 /usr/local/cm/bin/DriverMonitor Change ownership chown root:root /lib/modules/cm_ipvms/2.6.9-78.EL.i686/ipvms.ko chown root:root /lib/modules/cm_ipvms/2.6.9-78.ELsmp.i686/ipvms.ko chown root:platform /lib/modules/cm_ipvms/2.6.9-78.ELsmp.i686/ipvms.ko - Once done start the ipvms service and then the Unified CCX Engine Service as : service ipvms start controlcenter.sh "Cisco Unified CCX Engine" start - Apply the same above process to the second node if its HA setup This will apply the patch for the fix.

CAD Agent state change behaviour modified for non icd calls, Fixed CSCtw59458

Symptom: CAD agent state changes are not consistent when answering Non ICD calls on ICD line for the following scenarios : - Non ICD call on ICD extension it goes into Not Ready ,agent answers the call, after the call disconnect the state goes into Ready. - Non-ICD call on the ICD extension it goes to Not ready ,agent answers the call, if the call is transferred the CAD remains in Not Ready. - Non-ICD call on the ICD extension it goes to Not ready ,agent answers the call, if the call is consult transferred the CAD goes back into Ready.
Conditions: Answering Non ICD calls on ICD line using CAD.
Workaround: none

UCCX: User Device Profiles Should Be Associated to RMJTAPI User, Open CSCtx48427

Symptom: When attempting to login to Cisco Agent Desktop, the user intermittently receives an error stating: 'Login failed due to a configuration error with your phone and JTAPI or Unified CM. Contact your administrator.'
Conditions: This can be caused by stale device states in JTAPI when agents are using Extension Mobility and the device logged into EM was unregistered without the agent first logging out of EM and the 'Intra-cluster Multiple Login Behavior' Extension Mobility Service Parameter in Cisco Unified Communications Manager (CUCM) is set to 'Multiple Logins Allowed'
Workaround: If using CUCM 8.0.1, associate the agent User Device Profile to the RMJTAPI Provider Application User instead of the physical device. Starting with CUCM 8.0.1, CTI and JTAPI were enhanced to allow the association of User Device Profiles to the RMJTAPI Provider Application User instead of physical devices. In a solution where agents use Extension Mobility, the User Device Profile should be associated to the Application User instead of the physical device. In addition, the possibility exists that both CTI and JTAPI believe two devices have the ICD line associated in the below scenario even though one of the devices is unregistered. In this circumstance, JTAPI and CTI believe this to be a shared line and therefore unsupported in UCCX. To mitigate this possibility, the 'Intra-cluster Multiple Login Behavior' Extension Mobility Service Parameter in CUCM should be set to 'Auto Logout'. Scenario 1. Agent is logged into EM on a CIPC and logged into CAD. 2. Agent logs out of CAD and observers are removed. 3. CIPC unregisters from CUCM while the agent is still logged into EM. It never re-registers. (example: They close CIPC without logging out of EM or the network is severed). 4. As a result, JTAPI gets a DeviceUnregistered event but never refreshes the lines on the device because it never re-registers back after EM logout. Line refresh is only completed on a DeviceRegisteredEvent. 5. Agent logs into EM on a different device. 6. When attempting to login to CAD, the error is seen. The JTAPI client logs may show the following error when attempting to login to CAD where the device named is not the currently logged in device: 12351544: Jan 05 00:02:20.742 EST %JTAPI-JTAPI-7-UNK:(P2-IPCC-RMCM)[MIVR_SS_RM_RmMsgProcessor-181-0-RmMsgProcessor](P2-IPCC-RMCM) Request: getPartitionAddresses 12351545: Jan 05 00:02:20.742 EST %JTAPI-JTAPI-7-UNK:[2221723]InvalidStateExceptionImpl caught: CIPCAGENTONE is not registered

TAPS AAR file downloaded from CCM not working on UCCX, Fixed CSCtj72604

Symptom: 1> Download TAPS AAR file (TAPS_AAR.aar) from the UCCM. upload this file to UCCX through Application ---> AAR Management. 2>Application, Script, Prompts, Documents files are uploaded to UCCX. 3>Now open this Application. Error is sent out while opening this application, the script and the applications are not linked. UCCX build number 8.5.1.10000-14 also had the same issue.
Conditions:
Workaround:

UCCX: Document ICD Line Must be in Button Position 1 - 4, Open CSCtw68030

Symptom: When logging into CAD, the following error is seen: "Login failed due to a configuration error with your phone and JTAPI or Unified CM. Contact your administrator."
Conditions: The ICD extension of the agent is configured on a button position other than 1 through 4 on the agent phone.
Workaround: Configure the ICD extension in button position 1 through 4 on the agent phone.

spcd.sys installed in wrong location on 64 bit Windows systems, Fixed CSCtw98618

Symptom: Recording and monitoring fail. running NICQ.exe as test get back error in log of "SPCD Driver service is not running Attempting to start it. Unable to start driver."
Conditions: spcd.sys isn't in correct directory. The registry key HKLM\SYSTEM\CurrentControlSet\Services\SPCD does exists but points to "C:\WINDOWS\system32\drivers\spcd.sys" instead of "C:\Windows\SysWOW64\drivers\spcd.sys" This only occurs as a result of over the upgrade upgrades from prior versions of CAD containing a 32bit driver.
Workaround: Find spcd.sys (normally its wrongly installed in C:\Windows\SysWOW64\drivers\spcd.sys) Copy it to C:\Windows\System32\drivers

W1-upgrade fails due to services not getting activated, Fixed CSCtf35994

Symptom: 502 to 8.0(2) w1 upgrade is failing during Agent migration phase
Conditions: When the upgrade path is from STD to STD license upgrade will always fail
Workaround: 1. Using root access run the command. uccxcontrolcenter.sh "Cisco Desktop LDAP Monitor Service" activate After activating the LDAP Monitor service, run the restore again.

After 10 days and the VXML step no longer fetches the document, Open CSCtx55621

Symptom: After 7 to 10 days the VXML caching fails and the script no longer functions if the VXML step is used. The underlying VXML doc is no longer fetched
Conditions: Using a VXML script that has no server side caching and relies on the properties in the VoiceBrowser.properties file. Script will fail with the following error. 177276315: Dec 09 04:40:19.524 CST %MIVR-SS_VB-7-UNK:Task:61000575036 Browser.processHttpResponse() hc is CachedHttpURLConnection 177276316: Dec 09 04:40:19.524 CST %MIVR-SS_VB-7-UNK:Task:61000575036 Fetch: HTTP Response is from Cache 177276317: Dec 09 04:40:19.524 CST %MIVR-SS_VB-7-UNK:Task:61000575036 Browser.fetchVxml(): got IOException e=java.io.FileNotFoundException: /tmp/gcff5371481627153183963.tmp (No such file or directory) 177276318: Dec 09 04:40:19.524 CST %MIVR-SS_VB-7-UNK:Task:61000575036 VXMLDocumnet.loadbAndParse().aThread.run(): got vbe (VBEvent type) =com.cisco.voicebrowser.VBEvent: error.badfetch: Error fetching req: http://XXX.XXX.XXX.XXX/UCCX/testapp.vxml; nested exception is: java.io.FileNotFoundException: /tmp/gcff5371481627153183963.tmp (No such file or directory) 177276319: Dec 09 04:40:19.525 CST %MIVR-SS_VB-7-UNK:Task:61000575036 VXMLDocumnet.loadAndParse().aThread.run(): caught VBExecutionException, and cause is FileNotFoundException 177276320: Dec 09 04:40:19.525 CST %MIVR-SS_VB-7-UNK:Task:61000575036 VXMLDocumnet.loadbAndParse().aThread.run() thread (TimeoutThread_1323427219499_59379) end=1323427219525, time=26 state=ERROR
Workaround: Change the VoiceBrowser.properties file according to the example below: In specific, change the cache.enabled to false. # # HTTP Cache properties # com.cisco.voicebrowser.browser.cache.enabled=false com.cisco.voicebrowser.browser.cache.size=25000000 com.cisco.voicebrowser.browser.cache.trace.enabled=false

UCCX Agent Email States Mismatch, CSCtw77594

Symptom: Although the agent is displayed in Email Ready state, the agent is not able to receive emails from the queue.
Conditions: The following scenarios could lead to the agent not being able to receive emails from the queue even though the agent is in the Email Ready state. 1. When the agent receives an ICD call, the agent is placed into an Email Not Ready state. When the call is finished, the agent is automatically placed into an Email Ready state but does NOT receive emails that are in email queue. 2. When the agent is placed in a Not Ready state due to a missed ICD call, the agent does NOT receive emails from the queue even though that agent is in the Email Ready state. 3. When the agent is placed in a Not Ready state due to an outgoing call, the agent goes to an Email Not Ready state. When the call is finished, the agent is placed in an Email Ready state but does NOT receive emails that are in email queue.
Workaround: Three workarounds exist for this issue: 1. Manually toggles between Email Not Ready and Email Ready states. 2. When the agent is processing an email and a voice call is allocated to that agent, the email will be placed into a Draft state. If the agent does not interact with the draft email while on call, the above described state issues will not occur. 3. Disable the 'Resume Email Processing on Voice Disconnect' function from Cisco Desktop Administrator.

Caching parameters for audiomaxage and audiomaxstale are not working, Open CSCtx52638

Release-note Symptom: When using VXML audio tags, the system ends the call and plays the default script error message.
Conditions: UCCX version 8.5.1SU2 VXML step in the UCCX scrip with an audio tag. MIVR entries 706689: Jan 17 14:48:01.980 CST %MIVR-SS_VB-7-UNK:Task:26000000175 VoiceBrowserDialogImpl: abort() reason=com.cisco.contact.ContactInactiveException: Contact id: 95, Channel id: 5, Reason: UNCAUGHT_EXCEPTION, Contact is in Aborted state; nested exception is: com.cisco.app.ApplicationTaskInactiveException: Task id: 26000000175, task no longer running; nested exception is: com.cisco.app.ApplicationException: Voice Browser exit with error; nested exception is: com.cisco.voicebrowser.VBExecutionException: unable to create stream from prompt: /opt/cisco/uccx/temp/751024df077f9000~;
Workaround: Extend the cache time to 300000 for audiomaxage and max stale in the VoiceBrowser.properties and restart the engine File is located in /opt/cisco/uccx/properties Parameters: property.audiomaxage=300000 property.audiomaxstale=300000

Invalid/Null value in Content Type prevents email processing, Fixed CSCtt18254

Symptom: Agent CAD for email gets hung with a message stating "An error has occurred" and no emails can be retrieved.
Conditions: Agent CAD in CCX 8.5.1. Content type seems to be the cause where if the email has a Null value it will cause this issue.
Workaround: Remove the email message from the system that caused the issue.

After disconnect, CAD logs agent back in automatically, Fixed CSCtc87552

Symptom: When an agent logs out of the CAD desktop but leaves the application running and then a network connectivity interruption occurs (e.g. UCCX server rebooted, network maintenance, etc.), then the agent is logged back in automatically when the connectivity is restored.
Conditions: UCCX 7.0(1) Agent logged out without closing CAD desktop application. Network connectivity lost and then restored.
Workaround: Ensure that agent's close their CAD desktop application completely after logging out.
Further Problem Description: When the connectivity is restored, a previously logged out agent should remain logged out. This is a potential security risk as anyone could unplug the network cable of an agent's workstation and as long as CAD was running then they would be automatically logged back in when the network cable was reattached. This is a regression, as previous versions of CAD did not behave in this manner when network connectivity was lost. The possible reason behind the observed behavior is that even though the CAD agent is logged out, in 7.0 the Chat service is still active until the window is closed. So when a network connectivity interruption occurs, since the Chat service is part of CAD base services, then all of the services fail over and the CAD agent is logged back in automatically.

PK violation seen due to ASDR when agent devices go down, Fixed CSCtn38305

Symptom: When agent is logged on to a phone having multiple lines and his phone goes out of service.
Conditions: In this scenario if JTAPI events are receive for each line of agent's extension and at the same time, PK violation seen while writing ASDR
Workaround: The problem is that there are multiple events generated for agent device going out of service. When one of the record is written in ASDR and CCX tries to write the same record again (due to multiple events) we see PK violation in logs. The can be ignored because the ASDR record is already written in records.

Call Stuck in CAD after successful transfer, Fixed CSCtu33870

Symptom: When an Agent transfers a call it completes successfully but the Agent that transfers the call has the call stuck in CAD, CSD also shows this agent as NOT READY. CALL_CONNECTION_CLEARED_EVENT is what CAD needs to clear a call. Can see this for the first call ("the stuck call"): 34175859 (where AgentC called AgentA). Log snippet from Engine and Agent perspectives: 1. First call is established. Agent0002.dbg: 2011-11-06 15:04:53:673 DEBUG [0x1158] EventHandler.cpp[2264] GetDebugInfo: CALL_ESTABLISHED_EVENT: ConnectionCallID = 34175859 2. agent AgentA Transfers the call to AgentB Cisco001MIVR030.log: 106630980: Nov 06 15:05:00.945 CDT %MIVR-ICD_CTI-7-UNK:MsgHandler : Sent : { CALL_TRANSFERRED_EVENT to Socket[addr=172.20.2.88,port=50211,localport=12028] pCID: 34175859, sCID: 34175860 } Cisco001MIVR030.log: 106631074: Nov 06 15:05:00.957 CDT %MIVR-ICD_CTI-7-UNK:MsgHandler : Sent : { CALL_CONNECTION_CLEARED_EVENT to Socket[addr=10.216.3.16,port=33508,localport=12028] CID: 34175859 } Agent0002.dbg: 2011-11-06 15:05:14:693 DEBUG [0x1158] EventHandler.cpp[2362] GetDebugInfo: CALL_TRANSFERRED_EVENT: PrimaryCallID = 34175859 3. After the transfered event... we get an extra Established event from jatpi...This Established event is a bit out of sequence.. Agent0002.dbg: 2011-11-06 15:05:14:736 DEBUG [0x1158] EventHandler.cpp[2264] GetDebugInfo: CALL_ESTABLISHED_EVENT: ConnectionCallID = 34175859 //... but there was a subsequent CALL_CONNECTION_CLEARED_EVENT to clear it. So we are still ok. Agent0002.dbg: 2011-11-06 15:05:15:086 DEBUG [0x1158] EventHandler.cpp[2296] GetDebugInfo: CALL_CONNECTION_CLEARED_EVENT: ConnectionCallID = 34175859 // ... followed by CALL_CONNECTION_CLEARED_EVENT to the transfered call... Agent0002.dbg: 2011-11-06 15:05:15:088 DEBUG [0x1158] EventHandler.cpp[2296] GetDebugInfo: CALL_CONNECTION_CLEARED_EVENT: ConnectionCallID = 34175860
Conditions: All Agents have a single Line (IPCC line) Agent A calls Agent B Agent B tries to transfer call to Agent C Transfer is successful but Agent B still has the call in CAD And Agent B in CSD is NOT READY The physical Phones are fine - they don't show the call as being stuck.
Workaround: Agents that have call stuck after a successful transfer must manually clear this call in CAD. CSD will then update to show Agents state.

Cisco Desktop Services shouldn't return to SNMPWALK in IPIVR, Open CSCtw60060

Symptom: IPIVR licensed server, when you run SNMPWALK, you will see Calabrio services are being returned from server. however they show stopped on SNMP software side.
Conditions: IPIVR licensed server.
Workaround: unmonitor those services on the SNMP side, as they are not suppose to be monitored.

TotalProcessesAndThreadsExceeded threshold needs to be modified for UCCX, Fixed CSCto71359

Symptom: RTMT alert shows TotalProcessesandThreadsExceeded threshold on a UCCX 8.x system
Conditions: Intermittent, under load
Workaround: None. This value is set on the operating system level and is based on default settings.. It needs to be adjusted higher for UCCX application on the VOS operating system.

UCCX Call/Chat Service generating core, Fixed CSCtt14842

Symptom: Call/Chat service generates a core dump with following back trace : =================================================================== #0 0x081d201d in _CORBA_Unbounded_Sequence::operator>>= () #1 0x081cb047 in _0RL_cd_7132BD49D508F1E6_00000000::marshalReturnedValues () #2 0x00db2e30 in omni::GIOP_S::SendReply () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #3 0x00d8f02a in omniCallHandle::upcall () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #4 0x081ceba0 in _impl_FCCServer::_dispatch () #5 0x00d36496 in omni::omniOrbBOA::dispatch () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #6 0x00d5c621 in omniLocalIdentity::dispatch () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #7 0x00db0e2c in omni::GIOP_S::handleRequest () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #8 0x00db1c67 in omni::GIOP_S::dispatcher () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #9 0x00daea7a in omni::giopWorker::real_execute () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #10 0x00daf2af in omni::giopWorkerInfo::run () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #11 0x00daf2f1 in omni::giopWorker::execute () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #12 0x00d520d9 in omniAsyncWorkerInfo::run () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #13 0x00d5347d in omniAsyncWorker::run () from /opt/cisco/uccx/desktop/lib/libomniORB4.so.1 #14 0x007931a0 in omni_thread_wrapper () from /opt/cisco/uccx/desktop/lib/libomnithread.so.3 #15 0x00c813cc in start_thread () from /lib/tls/libpthread.so.0 #16 0x03edcf0e in clone () from /lib/tls/libc.so.6 ======================================================================
Conditions: Running scheduled or manual backup on the UCCX servers.
Workaround: Workaround is to run dos2unix against DRF scripts. Contact TAC for performing workaround.

CAD IPPA service crashes, Fixed CSCts25027

Symptom : IPPA servers keeps crashing and restarting repeatedly
Condition : After upgrading to 8.0.2 SU3
Workaround : NA

EemUi: Dojo startup sequence may call EemApi.js too late., Fixed CSCtx62146

Symptom: Users will not see the "Loading" message or a "Please select an email" message in the CAD browser pane. This may be reported as email stuck "In Process" when the agent goes E-mail Ready and selects an email. The email is never displayed in the browser pane.
Conditions: When launching CAD with email integration, the email applet does not always load properly in the browser pane.
Workaround: Repeatedly logging in/out of CAD may allow the email applet to load properly.

UCCX: IVR Ports Not Incremented When 100 Agent OVF is Used, Open CSCtx55215

Symptom: In the Unified CCX Application Administration page, the Maximum IVR Ports listed in the Display License(s) page is 100 even though there are more than 50 Premium seats are installed on the server.
Conditions: The UCCX was installed in a virtaulized environment with the 100 Agent OVF template on a hardware model that can support the 300 or 400 Agent OVF template.
Workaround: 1. Complete a backup of the UCCX system via Disaster Recovery System 2. Rebuild the UCCX VM using the 300 or 400 agent OVF if supported on the underlying hardware model. 3. Restore the backup file onto the new VM.

UCCX - Document Recording Disk Space Limitation Introduced in 7.0(2), Open CSCtx68943

Symptom: In UCCX 7.0(2), the Recording/Playback service will not allow any new recordings if the Desktop_Audio folder exceeds 10 gigs. This was not enforced in 7.0(1). Going to 7.0(2) will result in new recording attempts failing until old recordings are removed. The 10 gig limit can be exceeded in some cases even without a workflow configured to record all calls. This new limitation needs to be documented in the 7.0(2) Release Notes so that supervisors and admins are prepared for the change.
Conditions:
Workaround: Delete selected recordings from C:\Program Files\cisco\Desktop_Audio to reduce folder size below 10 gigs.

Using CET to recover Admin account results in lost of CDA data, Fixed CSCto54342

Symptoms: When the CET is used to restore administrative accounts on UCCX 8.0 and above systems, any data in the CDA tool such as wrap-up codes, logoff codes, phone books, and work-flows will be cleared.
Conditions: This happens when a customer has lost or forgotten all of the administrator accounts on a UCCX box. To recover this, a customer will contact TAC who will use the CET to change the install status of one node to "FRESH_INSTALL" from it's completed default of "DONE". The UCCX AppAdmin page will now have the original account that was defined during the DVD install of the OS and application. After logging in, leave all of the boxes as they are, as none of the install information should be touched. The process will be carried forward to the last page. At the last page, the user can select administrative users from the CUCM database. After users have been selected, the "Finish" button is pressed and the engine restarts to read in the new configuration. The user is instructed to close the browser to complete the process. Immediately after this happens, any calls in queue will be dropped as the engine restarts. In addition reporting data in CDA will be cleared during this time. Even more urgently, the CDA configuration will be cleared during this process. All wrap-up codes, logoff codes, phone books, and work flows will be cleared. There may be a brief time where this information can be retrieved from the Node-2 if available, but if the CDA sync runs then the data will be lost.
Workaround: Take back up of CadFreshInstallMaster from the path /opt/cisco/uccx/desktop/scripts. Empty the contents of CadFreshInstallMaster from the path /opt/cisco/uccx/desktop/scripts. Click save. Start the setup through fresh install. Since the file is empty the result of execute step will be 0 and set up will continue.(So one can reset their admin user/ password). Revert back the CadFreshInstallMaster in the path /opt/cisco/uccx/desktop/scripts. (so after fresh install one can change the CAD lang if needed)

E-mails delivered with mismatched header and body, Fixed CSCtr96844

---Start of Note Titled: Release-note--- Symptom: Intermittently Emails assigned are having mismatched header and body between the email header displayed in the top pane and the actual email.
Conditions: Could be exchange server issue, where the header and body is sent wrongly. Real conditions is not yet known.
Workaround: Re-que the email or relogin the agent. ---End of Note Titled: Release-note---

Misleading IPv6 error message on CAD login, Fixed CSCtk00173

Symptom:CAD login fails with a misleading error message that the phone is IPv6 enabled.
Conditions:When CAD logs in after a fresh install or W1 upgrade.
Workaround:Re-start UCCX engine.

Click to dial does not work in CAD browser, Fixed CSCts09409

Symptom: Customer has Salesforce integrated with their CAD browser. They use the Click to Dial feature which allows them to click phone numbers in their salesforce browser and use the soft phone to dial. This stops listing the numbers as click to dial in some views.
Conditions: Customer is using CAD integrated with Salesforce.
Workaround: Refresh the webpage in the integrated browser by clicking on the refresh button or click enter in the url. CAD agent can go not ready and back to ready to get click to dial working again.

CAD Email Truncates Sender's Contact Name And Addr at Unicode Char 010D, Open CSCtx62008

Symptom: CAD Email Truncates Sender's Contact Name and smtp address at Unicode char 01000D, (see table below:) http://www.tamasoft.co.jp/en/general-info/unicode.html after agent replies to the sender's email. Email then goes to CAD account outbox and appears without any chars after 01000D, including email address that follows. From outbox it goes to "handled" folder and nothing goes back to sender:
Conditions: CAD 8.5.1 base,SU1,SU2, probably other older versions too.
Workaround: None

UCCX: IBM RAID Driver 1.1.5-24702 not installed, Open CSCtx52223

Symptom: The UCCX server's file system goes read only after upgrade to VOS based UCCX. When connecting to the server via SSH, the following message is displayed: when ssh into server receive the following message: java.io.FileNotFoundException: /var/log/active/platform/log/cli.bin (Read-only file system) at java.io.RandomAccessFile.open(Native Method) at java.io.RandomAccessFile.(RandomAccessFile.java:212)
Conditions: UCCX is upgraded or installed fresh on a VOS based version. IBM Raid driver RPM for aacraid version 1.1.5-24702 or later is not found to be installed.
Workaround: Use the Recovery media from the corresponding CUCM version to restore the file system.

EEM Autosave option does not check for multiple autosave timer instances, Fixed CSCtw73568

Symptom: The autosave timer is set to be called every 30 seconds, this is a fact. However, it is set for every email loaded, through the JavaScript command onSetActiveEmail. Likewise, the timer is stopped for every email that is cleared from the display through JS onClearEmailDisplay. From the logs is that onSetActiveEmail is called 177 times, but onClearEmailDisplay is only called 142 times . That would mean that there would be at least 35 timers active, triggered every 30 seconds. If you were to average that evenly, that would result in an autosave action happening more often than once every second. Due to this the agents are unable to send out emails for extended periods, or stuck sessions in CAD. And that would appear to explain the behavior in this case. One thing I notice is that they have the maximum number of emails in the pane set to 5. It seems as if they are "switching" between drafts quite often. That would also explain why they may have noticed a memory leak, which can be easily exposed when constantly switching between the same emails in the contact pane. The leak is not related to the autosave issue, but rather due to the continual loading of new emails on the client.
Conditions:
Workaround:

UCCX CAD Failed Non-ICD Calls Stuck in CAD, CSCtw64151

Symptom: Go off-hook on the agent's non-ICD extension. Let the digit timeout expire or dial a number that can't be reached. The call does not complete and the agent hears "Your call cannot be completed..." CAD reports that the action failed (this is normal). However, CAD's timer for the call continues incrementing until you manually clear it from CAD. This is seen only on Non-ICD calls. ICD calls are cleared normally.
Conditions:
Workaround: The calls can be cleared manually using CAD's disconnect button.
Further Problem Description:

Specify recording storage limit & platform specific recording support, Fixed CSCtw48583

Symptom: A customer is unable to store more than 2.6 GB of recording on CCX servers.
Conditions: There is a constraint on recording size when you migrate from older CCX releases to 8.x release.
Workaround: None. This is a constraint on 8.x CCX platform. The SRND needs to be updated so customers are aware of this limitation when they migrate to 8.x CCX platforms.

JTAPI Data Check not displaying correctly, Open CSCtx16192

Symptom: JTAPI Data Check not displaying correctly
Conditions: With 136 CM telephony triggers configured, Run the data check from AppAdmin
Workaround: None

UCCX: Prevent and Expose Database Corruption during L2 Upgrade, Open CSCtx89404

Symptom: After a UCCX upgrade or patch, the database on the active partition is corrupted and historical data is lost or cannot be queried.
Conditions: A Linux to Linux (L2) upgrade is performed on UCCX.
Workaround: Utilize the Remote Support Account to collect the log database backups in /common/switchver and /common along with the database logs from RTMT for further troubleshooting.

Callback button is NOT greyed out after dropping call while ringing, Fixed CSCtx39209

Symptom: During outbound calls, while the customer's phone is ringing the agent drops the call. The callback button is NOT greyed out although it should be
Conditions: During ourbound campaigns
Workaround: Sometimes it helps restarting the engine

UCCX: RmCm Stuck In Initializing If No Resources Defined, Fixed CSCtq84602

---Start of Note Titled: Release-note--- Symptom: The RmCm Subsystem may be stuck in Initializing state.
Conditions: No Resources are defined in the UCCX system.
Workaround: Define Resources as agents in CUCM and import them into UCCX by calling the Subsystems -> RmCm -> Resources page. ---End of Note Titled: Release-note---

DialingList table with many records causing Outbound to perform slowly, Open CSCtn40083

Symptom: Outbound Dialer will cause agent to be in a reserved state for long periods. This is do to the dialing list table having many records (millions) which will be scanned at each update. The updates to the dialing list table have been observed taking 7-10 seconds.
Conditions: UCCX 7.0.1 SR5 Outbound dialer option.
Workaround: None
Further Information: The CCBU is investigating how this table can be optimized 1. Cleanup the unwanted records and reduce the table size. 2. Consider creating indexes to increase the performance.

CTI ports not reset after update from UCCX, Open CSCtx68276

Symptom: When updating config of Call Control Group in UCCX (changing MOH source) it is updated in CUCM database, but is not applied to working ports
Conditions: Always
Workaround: Manual CTI port reset is required on CUCM

Rascal Client Deadlock prevents BIPPA service from becoming active, Fixed CSCtw47653

Symptom: BIPPA service fail to start
Conditions: Rascal service in race condition fails to sent message
Workaround: restart and try again

UCCX: RegionCode Definition Incorrect in DB Schema Guide, Fixed CSCtx55587

Symptom: According to the DB Schema Guide, the definition of regioncode in the areacode table in db_cra is the following: "The state or province code; for example, "MA" for Massachusetts" However, there are only 8 distinct region codes in the area code table. They are identical to the gmtzone entries.
Conditions:
Workaround:

Incorrect Cantonese prompt for Create Generated Prompt Step, Open CSCtx38619

Symptom: while using Create Generated Prompt step for date announcement, IVR plays inaccurate prompts for date format in Cantonese(zh_HK) language. For example, in English, date Jan-16-2012: We expect in Cantonese as: 2012 Year January Month Sixteen Date But IVR actually plays: 2012 Year January Month Sixteenth
Conditions: Language zh_HK is used
Workaround: none

Invalid numbers are not marked as closed immediately., Open CSCtx68244

Symptom: Invalid numbers are not marked as closed immediately.
Conditions: UCCX have 1 contact with 1 invalid number, the UCCX allocated the agent and dialed the number, but the PSTN regected it. The call status =6 which mean the uccx will retry after a while.
Workaround:

Oracle JDBC drive URL connection failure., Fixed CSCtq77969

Symptom: Test connection URL for Oracle Database driver fails using example URL: jdbc:oracle:thin:[user/password]@//[host][:port]/SID
Conditions: UCCX 8.0.x and 8.5.1 external database configuration.
Workaround: Test connection URL with the following format jdbc:oracle:thin:[user/password]@[host][:port]:SID

Shared lines error with Extension Mobility profile when CIPC is shutdown, Fixed CSCte46093

Symptom: In an Extension Mobility environment utilizing CIPC, agent gets a shared lines error message in CAD even though the agent is only actively logged into one EM profile on one device.
Conditions: This happens when an agent fails to log out of Extension Mobility on CIPC properly before shutting it down.
Workaround: The recommended practice is to mandate that the agent logs out of EM in CIPC before shutting it down completely. There are other configurations in CUCM that can be configured such as disabling the ability to log into the same EM profile multiple times, or setting a login expiration timer. Details described in troubleshooting tips: http://docwiki-dev.cisco.com/wiki/Unable_to_login_Unified_CCX_Agent_in_an_Extension_Mobility_setup

UCCX: Document ICD Line Must be in Button Position 1 - 4 (CAD+IPPA), Open CSCtx79572

Symptom: Unable to login into IPPA\CAD, an error message may appear reporting a configuration problem with RMCM provider.
Conditions: All Configuration from CUCM and UCCX side are 100% correct. This is due to the ICD extension being in a button position on the agent phone greater than 4. 1. When configuring an agent, the ICD line must be in position 1 through 4 on the agent phone or the agent will be unable to login. 2. The total number of lines configured on the agent's phone should be maximum 4. This should be documented in the Release Notes.
Workaround: Place the ICD line within position 1-4 in the agent's phone. Making sure the number of total lines in the agent's phone is 4 due to other defect CSCtj08709.

Agent email response pane does not allow agent to type response., Open CSCtx80634

Symptom: Agent can not respond to emails. Email response pane is unresponsive when an agent has focus in the agent email applet.
Conditions: UCCX 8.x and Agent Email.
Workaround: At the agent's PC enable Internet Explorer compatibility mode for the UCCX server site. CAD install guide should document that Internet Explorer compatibility mode needs to be enabled. Internet Explorer is a requirement for CAD deployment and should reflect the change as needed.

Issues with UCCX tomcat service implementation, Fixed CSCtw52458

Symptom: 1. Folders created inside ROOT in Document management-> default-> webapps are NOT getting deployed in engine tomcat 2. Files uploaded directly inside ROOT in Document management-> default-> webapps are accessible using any folder name as http://ip:9080//filename
Conditions: When tomcat service is used on port 9080
Workaround: None

Unable to select pdf and xml format for scheduled report on HRC [JPN], Fixed CSCtx53543

Symptom: Unable to select pdf and xml format for scheduled report on HRC.
Conditions: Japanese OS. (32bit WinXP/SP2/SP3,Windows7)
Workaround: None.

Tomcat cache does not clear after CCG created and deleted, Fixed CSCto99618

Symptom: Customer attempts to create a CCG that existed previously but it will not create the same port range and instead starts creating the ports with DN's outside of the range given. For instance, customer used to have ports created with DN ranges 1001 - 1050 and those were deleted. When they try to recreate the port range of 50 ports starting at 1001 it will skip to the port 1051 and create 50 ports from that range.
Conditions: Seems to only affect 8.0 systems
Workaround: Restart Tomcat on the CCX system. Seems that Tomcat will retain the previous range until restarted.

UCCX Desktop services status don't show up in CUOM SNMP software, Open CSCtx28707

Symptom: no status populated to SNMP software for Cisco desktop services, even SNMPwalk returns with installation. SNMPv2-SMI::mib-2.54.1.1.1.1.3.1 = STRING: "Cisco Serviceability Reporter" SNMPv2-SMI::mib-2.54.1.1.1.1.3.2 = STRING: "Cisco DirSync" SNMPv2-SMI::mib-2.54.1.1.1.1.3.3 = STRING: "Cisco Unified CCX Engine" SNMPv2-SMI::mib-2.54.1.1.1.1.3.4 = STRING: "Cisco Unified CCX Database" SNMPv2-SMI::mib-2.54.1.1.1.1.3.5 = STRING: "Cisco Desktop License and Resource Manager Service" SNMPv2-SMI::mib-2.54.1.1.1.1.3.6 = STRING: "Cisco Desktop Call/Chat Service" SNMPv2-SMI::mib-2.54.1.1.1.1.3.7 = STRING: "Cisco Desktop Enterprise Service" SNMPv2-SMI::mib-2.54.1.1.1.1.3.8 = STRING: "Cisco Desktop Sync Service" SNMPv2-SMI::mib-2.54.1.1.1.1.3.9 = STRING: "Cisco Desktop Browser and IP Phone Agent Service" SNMPv2-SMI::mib-2.54.1.1.1.1.3.10 = STRING: "Cisco Desktop Recording and Statistics Service" SNMPv2-SMI::mib-2.54.1.1.1.1.3.11 = STRING: "Cisco DesktopVoIP Monitor Service" SNMPv2-SMI::mib-2.54.1.1.1.1.3.12 = STRING: "Cisco Desktop Recording and Playback Service" SNMPv2-SMI::mib-2.54.1.1.1.1.3.13 = STRING: "Cisco Desktop LDAP Monitor Service" SNMPv2-SMI::mib-2.54.1.1.1.1.3.14 = STRING: "Cisco Desktop Agent E-Mail Service".
Conditions:
Workaround: None.

Doc: Add CSCsl44144 to Resolved Caveats section of 5.0(2)SR3, Fixed CSCtx53758

Symptom: Add CSCsl44144 to Resolved Caveats section of 5.0(2)SR3 Release Note.
Conditions: N/A
Workaround: N/A

VXML does not obey termtimeout values, Open CSCtx81412

Symptom: Using a VXML script when it a digit is pressed that falls outside the 'legal' numbers configured it should follow the script scope timeout value but ignores that value when the field is a menuchoice. If the field is a "form" this works fine. It only fails with a menuchoice. Changing the default value for termtimeout in the VoiceBrowser.properties also does not work and the script will still obey the default value of 4s regardless of the settings in the configuration.
Conditions: Happens with menu forms in VXML where the termtimeout is something other than system default of 4s.
Workaround: The only workaround at this point would be to use a form rather than a menu. This will workaround the termtimeout issue.

CCX Agent Plain Text Email wrapping, Open CSCtx38586

Symptom: CAD plain text email once received would not wrap up data within CAD window. Agents would have to scroll all the way through to read message.
Conditions:
Workaround: Copy text in notepad / word pad and then review the message after enabling word wrap.

UCCX 8.0+ Physically Allow NIC Teaming While it is not Allowed, Fixed CSCtr70749

Symptom: Customer enables NIC teaming using the CLI command "set network failover ena". This can cause issues with monitoring and other functionality. In addition, it has not been tested.
Conditions: Customer uses CLI to enable "set network failover ena".
Workaround: Customer needs to disable network failover using command "set network failover dis" If network failover was enabled prior to upgrading to 8.5(1)SU2, this CLI command is not available after the upgrade. In that scenario, Cisco TAC should execute the following command using remote access account /usr/local/bin/base_scripts/networkFaultTolerance.sh -u

UCCX: Authenticate User Step Requires User Variable, Open CSCtx80818

Symptom: When executing an Upload step in a UCCX script, the upload will fail and take the Unsuccessful branch of the step.
Conditions: The preceding Authenticate User step is passed a String variable representing the user ID of the administrator user.
Workaround: Pass the Authenticate User step a variable of type User, instead of a String by: 1. Creating a variable of type User and setting the value of that variable using the Get User step. Pass that variable to the Authenticate User step. 2. Using the USER["username"] construct in the Authenticate User step.

GetCallContactInfostep doesn't return the actual dialed number, Fixed CSCtk76307

Symptom: Actual dialed number cannot be extracted through script in case the caller dials a wild card route point
Conditions: A wild card route point is configured for any CCX 8.x with CUCM 8.x setup and the caller dials the route point. Though the route point will be functional, the actual dialed number cannot be retrieved from the script
Workaround: None

UCCX: IPPA doesnt work automatically after failover, Fixed CSCtt11421

Symptom: After a Failover or the CCX Engine restart, the slave server takes over. We can see all services on the secondary come up as Master. IPPA clients have issues logging in after UCCX failover. The Agents get following error message : Cannot connect to the IP Phone Agent service
Conditions: High Availability environment
Workaround: Restarting the Cisco Browser and IP phone Agent Service

Concurrent Updates to Resources can Lead to Team Supervisor Role Loss, Fixed CSCtj04065

None Symptom: When multiple supervisors or administrators are logged into AppAdmin or AppSupervisor and updating resource configuration, a resource being updated may lose their supervisor role assignment. The resourceType field in the resource table is flipped from 2 (Supervisor) back to 1(Agent only).
Conditions: Multiple supervisors or administrators are logged into AppAdmin or AppSupervisor and updating resource configuration.
Workaround: None.
Further Problem Description:

UCCX: Get Reporting Statistic Step Innacurate When Called During cm.aef, Open CSCtx52600

Symptom: The Get Reporting Statistic step in a script returns the incorrect value of Calls In Queue.
Conditions: This occurs when the Get Reporting Statistic step is the first step in the Queued branch of the Select Resource step. It will not take into account the current call in the process of being placed in queue.
Workaround: 1. Induce delay before the Get Reporting Statistic step by using the Delay step or by playing a prompt of silence. 2. Execute another step or steps in the Queued branch before calling the Get Reporting Statistic step. 3. Use the Get Reporting Statistic step outside of the Queued branch of the Select Resource step. Additional Information This is due to the fact that the Select Resource step is executed while the call is still being queued by the background process cm.aef. When a call hits the Select Resource step and if no agents are available, the system executes an internal script called cm.aef. This script is responsible for placing the call in queue. While this script is executing, control of the task is returned to the parent script which calls the Get Reporting Statistic step. This is completed before cm.aef finishes execution. The result is that the Get Reporting Statistic step does not account for the call being placed in the queue at that time by cm.aef. Delaying the execution of the Get Reporting Statistic step once the call is queued by the Select Resource step can be used to workaround this issue. Under load, the delay needed was five seconds or more.

When Saving a Template In CDA Carriage Returns Get Removed, Fixed CSCtt39515

Symptom: To be filled in after more analysis is done
Conditions:
Workaround:

'Use UTC Time Zone' flag is not saving, if settings for report is saved, Fixed CSCtt34605

Symptom: If a user saves the settings for a report (in .chc format), then the value for 'Use UTC Time Zone' flag (under Settings menu)is not saving.
Conditions:
Workaround:

Error while updating info, Fixed CSCtl97369

Symptom: Configuring real time snapshot configuration may result in the message "Error while updating Info". From the MADM logs you may see the following error; 2873952: Jan 24 09:40:17.217 EST %MADM-ADM_CFG-3-ADM_EXCEPTION:Unknown ADM Exception: Exception=com.cisco.config.ConfigObjectNotUniqueException: query matched 2 objects 2873953: Jan 24 09:40:17.217 EST %MADM-ADM_CFG-3-EXCEPTION:com.cisco.config.ConfigObjectNotUniqueException: query matched 2 objects 2873954: Jan 24 09:40:17.217 EST %MADM-ADM_CFG-3-EXCEPTION: at com.cisco.config.Config.get(Config.java:814) 2873955: Jan 24 09:40:17.217 EST %MADM-ADM_CFG-3-EXCEPTION: at com.cisco.config.Config.get(Config.java:711) 2873956: Jan 24 09:40:17.217 EST %MADM-ADM_CFG-3-EXCEPTION: at com.cisco.crs.rtsnapshot.RealtimeSnapshotConfig.getRealtimeSnapshotConfig(RealtimeSnapshot Config.java:92)
Conditions: UCCX 8.0.2
Workaround: With root access run the following query for all the active records. >source $UCCX_HOME/bin/uccx_ids.env >su informix >dbaccess db_cra - >select * from SystemConfig where ClassName like 'com.cisco.crs.rtsnap%'; You need to run the query and get the list of active records. Keep only the active records with the maximum value as active. Deactivate other active records by running the following query: >update systemconfig set active ='f', dateinactive='yyyy-mm-dd hh:mm:ss' where recordid=xxx; Here xxx is the recordid of the record which needs to be deactivated.

UCCX: Duplicate Entries in ConfigSeed Table After Upgrade, Open CSCtx89298

Symptom: After a Unified Contact Center Express (UCCX) upgrade or patch, the following error may be displayed when attempting to create a Skill, Application or Contact Service Queue (CSQ): 'There was an error while interacting with the Database.'
Conditions: This issue typically occurs after upgrading UCCX with a major version release or a minor service update.
Workaround: Remove duplicate entries from the configseed table. 1. Via Remote Support access, issue the following commands: source /opt/cisco/uccx/bin/uccx_ids.env su informix cd /home/informix dbaccess db_cra - 2. At the > prompt, issue the following: unload to configseed.csv delimiter ',' select * from configseed; unload to configseed.csv.bak delimiter ',' select * from configseed; 3. Issue Ctrl-C to exit from dbaccess 4. Edit /home/informix/configseed.csv to remove the duplicate entries, by doing the following: Issue vim /home/informix/configseed.csv Select 'i' to enter insert mode Remove the duplicate entries Select Esc to exit insert mode Issue :wq! to save the file 5. Issue dbaccess db_cra - to re-enter dbaccess 6. At the > prompt, issue the following to remove all rows from the configseed table and verify all rows are removed: truncate table configseed; SELECT * FROM configseed 7. Issue the following to import the modified entries into the table: load from configseed.csv delimiter ',' insert into configseed; 8. In the case of a two node cluster, navigate to the UCCX Serviceability page and disable and re-enable CDS/HDS. 9. Restart the Engine on the UCCX servers.
Further Problem Description The following error may be shown in the MADM logs when attempting to create configuration that fails with the above error: MADM-ADM_CFG-7-UNK:Exception occurred org.hibernate.jdbc.BatchedTooManyRowsAffectedException: Batch update returned unexpected row count from update [0]; actual row count: 2; expected: 1

Correction, CSD Agent - Team State, State Duration, Fixed CSCtr65093

Symptom: CSD Agent - Team State, the state duration is not from midnight today. This stat doesn't reset at midnight like other stats.
Conditions: 8.0(2)
Workaround: None. Doc defect.

Customer getting UNKNOWN_PARAMTYPE:Module Run-Time Failure Cause=3, CSCtn14395

Symptom: Customer intermittently seeing the following error in RTMT and alerts. 381918: Oct 12 2010 14:22:12.525 UTC : %UC_HR_MGR-2-UCCX_HISTORICAL_DATA_WRITTEN_TO_FILES: %[Module Name=HISTORICAL_REPORTING_MANAGER][Module Failure Name=HISTORICAL_DATABASE][UNKNOWN_PARAMTYPE:Module Run-time Failure Cause=3][Module Failure Message=Historical database queue is full. Historical data saved in files. Queue size= 0 Total number of lost records= 1 Please check dat][App ID=Cisco Unified CCX Engine][Cluster ID=][Node ID=ccx1]: Historical Data is being written to files please check the DB connectivity and availability
Conditions: Normal conditions, these are alerts
Workaround: None

UCCX: Shared Line Support, Open CSCtx66757

Symptom: Unified Contact Center Express (UCCX) CAD or IPPA login fails with the error message: 'Login failed due to a configuration error with your phone and JTAPI or Unified CM. Contact your administrator.'
Conditions: The Agent's ICD extension is shared across multiple devices.
Workaround: Verify the extension is only present on one device or use Extension Mobility with the Intra-Cluster Multiple Login Behavior Service Parameter set to Auto Logout.

Bond interface for failover aka NIC teaming on CCX 8.0 not supported, Fixed CSCti19600

Symptom: Configuring BOND interface and using its MAC address to license CCX 8.0
Conditions: CCX 8.0 on VOS (linux) platform
Workaround: Configuring Bond interface for failover (aka NIC teaming) on CCX 8.0 is not supported hence using its MAC address for licensing is not supported. Dissolve bond interface and use first physica network l interface only to connect to network and its MAC address for licensing.

Common Skill Contact Service Queue Activity Documentation is Not Clear, Open CSCtx71278

Symptom: The UCCX Historical Reporting documentation states that: "The Common Skill Contact Service Queue Activity Report (by Interval) shows summary information about calls presented, calls handled, and calls abandoned for each group of CSQs. (Such a group consists of CSQs that are configured with the same skill or skills and with difference competence levels.)" "The summary line in the report displays the summarized statistics for the group of CSQs configured with common skills. A group of CSQs that is configured in this manner is called a logical CSQ." However, if you pull a historical report it will create a summarized line for each CSQ as well as each competency level.
Conditions: Have multiple Contact Service Queues that pull resources with the same skill but have different competency levels while pulling this report.
Workaround: None, reports will be created this way every time. If it is critical for the whole skill to be on one summary line, assign the same competency level to each of the resources.

CX 8.5 CAD Popups always open in a new window instead of Tabs, Fixed CSCtx27306

Symptom: In integrated browser, new pages always load in new windows, despite being configured in agent workflow to open in new tabs.
Conditions: Agent workflow configured for new pages to be loaded in new tabs. New page must have a 0 in the URL and must be an SA system.
Workaround: None.

UCCX: Discrepancy between Historical, Real Time and CSD reports, Open CSCtx42609

Symptom: Cisco Supervisor Desktop reports and AppAdmin Real Time Reports reports match exactly, but Historical Reports for the same time period do not match.
Conditions: This happens every day when reports are pulled at the end of the day. Not dependent on any particular calls. Customer says it was working in earlier releases.
Workaround: none

Wrap-up codes are truncated in Historical Reports for IPPA agents, Fixed CSCtb08654

Symptom: Wrap-up data entries are truncated in Historical Reports for IP Phone Agents * CAD wrap-up data is not affected and should display correctly in the Historical Reports *
Conditions: 1. Configure wrapup codes in CDA. 2. Historical Reporting
Workaround: none

CAD receives and xfers a recorded call, next call unable to rec., Fixed CSCtu39741

Symptom: UCCX 8.5.1.11002-22 (Stand-alone) When Agent A receives a call, the recording feature is started via workflow. Agent A will transfer to Agent B. The call with Agent B will still be recording. The next call to Agent A will be accepted but the call record function will not work via workflow
Conditions: Waiting for fix from Calabrio DE
Workaround: None at this time

LDAP structure missing parameters after upgrade to UCCX 8.5.1, Fixed CSCtr15365

Symptom: Agent recording and monitoring do not work. LDAP sturcture is corrupt or missing parameters.
Conditions: W1 Upgrde to UCCX 8.5.1
Workaround: None

Error:TUP.ini file on server is missing critical value on the bundle, CSCtl03735

1 IPPA Name logged into another ext. Press "1" to log other agent out", Terminated CSCtq16776

Symptom: IPPA agents show as logged in when trying to log into service, and get the following error "1 Name logged into another ext. Press "1" to log other agent out" pressing 1 does not do anything and neither does the Supervisors had option to log out agents since they don't show as logged in
Conditions: When IPPA agents are initially logged in and they loose connectivity to the server for some reason.
Workaround: Server restart will restore service. Both servers need to be

More than one default Team existing when 8.x is upgraded to 8.5SU2, Terminated CSCtr45332

Symptom: Teams with name "Default" and teamIID NOT equal to 1 exists when 8.x is upgraded to 8.5SU2 directly. Also its related association with other tables not cleaned.
Conditions: 8.x upgrade to 8.5 SU2 directly without applying the official COP for 8.5 SU1.
Workaround: run the "deleteDuplicateDefaultTeamEntries.sh" script attached to the defect. Create remote account. Place the script in any location . execute the script.

UCCX: Document HRC Scheduler Doesn't Use TZ Setting in hrcConfig.in, Fixed CSCtn60125

Symptom: The HR User Guide describes setting the TimeZone in hrcConfig.ini to have reports run with the local time rather than UTC. The scheduler included with HRC always uses UTC and does not use this config value. This should be mentioned in the document because customers are looking for ways to run the schedule reports displayed in the local time zone.
Conditions:
Workaround:
Further Problem Description:

Character Limit In UCCX Replication Wizard Should be 32 Characters, Fixed CSCtx46800

Symptom: When configuring the Cisco Unified CCX Administrator User ID in the Unified CCX Replication Wizard, the field limits the input length of the userid.
Conditions: The userid attempting to be entered is more than 20 characters. UCCX User and Administrator IDs can have a maximum length of 31 characters in other parts of the product.
Workaround: Create a userid with character length less than 20 characters. Make that userid a UCCX Administrator and use it to complete the CCX Replication Wizard.