Customer Voice Portal CVP and Contact Center Enterprise UCCE Hot Issues from Cisco TAC

Version of JTAPI plugin to install on PG is ambiguous in Install Guides, Fixed CSCue28803

Symptom: Line monitoring or other JTAPI related functionality may not work as expected.
Conditions: 64-bit version of JTAPI Plugin is installed on UCCE 8.0(X), 8.5(X) or 9.0.(X) while using CUCM 8.6 or higher.
Workaround: Install 32-bit version of JTAPI Plugin.

CUIC Reports Displaying Inconsistent Row Heights, Open CSCug74126

Symptom: Customer running CUIC 9.1(1) for reporting against an instance of ICM 8.5(4). Recent activities include an upgrade from CUIC 8.5(4) to 9.1(1) on March 27th. The reports that experience this issue have existed prior to the upgrade though. Multiple browser types and versions are rendering reports poorly in various circumstances i.e. It's seen when Restore Down the browser window or re-sizing window size. The symptom is that every other row has an incredibly, unnecessarily high row height. One row will be the correct default height and then the next will be taller than that, the next will be the correct height, the next will be taller, and so forth.
Conditions: Seems issue with resizing the Window of browser. This defect scenario have been tested with latest Chrome (26.0.1410.43 m), latest Firefox (19.0.2), IE 9.0.8112.16421, and IE 8.0.6001.18702. Customer also has access to IE7. Here are the results of our testing: Chrome - cannot reproduce this problem Firefox - cannot reproduce this problem IE9 - Report displays correctly initially. When Restore Down or resizing of window size the it renders the Reports table with above symptom but get corrected after a Refresh. Auto Refresh also appears to be OK. However, any action that resizes the browser window causes the row heights to misbehave. A Refresh then returns them to normal. IE8 - It behaves the same as IE9 above. Customer says that on their IE8, the rows are the wrong height when first pulled up, and then a Refresh corrects them. IE7 - Customer states the rows are fine at first, but then turn bad when Auto Refresh runs. Observed that the Dark (Color) table Grid gets render after resizing only with IE version. Seems issue with some Style sheets format.
Workaround: Use Firefox browser

CUIC: Cannot delete the active log files using CLI in the Admin guide., Fixed CSCua23792

Symptom: cannot use CLI file delete active log to delete the log files
Conditions: None
Workaround: Deleted using the root login and going into the directory

Disable IPV6 globably documented incorrectly in UCCE Staging Guide, Fixed CSCug86938

Symptom: Disable IPV6 Globally documented incorrectly in Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.x(y)
Conditions: Page 109 of Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.x(y) 7 f's, http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ippcenterprise9_0_1/installation/guide/UCCE_BK_S5AE1622_00_staging-guide.pdf From the registry key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\TCPIP6\Parameters\, create the new Dword DisabledComponents with a value of fffffff.
Workaround: Microsoft's site documents 8 f's http://support.microsoft.com/kb/929852 1. Type 0xffffffff to disable all IPv6 components except the IPv6 loopback interface. This value also configures Windows to prefer using IPv4 over IPv6 by changing entries in the prefix policy table.

Document how to allow WIM to bypass browser version check, Terminated CSCth11685

Symptom: Customer cannot connect to chat session as his browser version is not supported It is evident that WIM release cycles wont always go hand in hand with release cycles of major players of the browser offering. In example, with Safari, it tends to be case that Apple basically forces Safari users to upgrade whenever new releases are published. This means that pretty much every time new major release of Safari is rolled out, majority of Mac users will be blocked out of customer service of the customer.
Conditions: WIM 4.3 end customer (chat initiator) is using offcialy not supported browsers or browser versions What the customer would like to do is to have control of supported browsers or at least browser versions in their own hands.
Workaround: File BrowserCapability.settings in eService\config\live directory is in charge for browser check. Open that file and follow the instructions there how to allow browsers on customer end to bypass browser check as that file governs the functionality supported for a OS/browser combination. Partners and customers need to fully understand that Cisco will not be able ro provide any support for any potential issues which might occur with browses which are not officially supported as per System Requirements document. This is going to to be documented in the Cisco Unified Web and E-Mail Interaction Manager Administrator's Guide to Chat and Collaboration Resources

Dumplog fails to capture logs from .gz files, Fixed CSCtn87711

Symptom: Dumplog fails intermittently
Conditions: Normal operations, when using dumplog utility
Workaround: Work around is to gzip -d the .gz files then specify the /if files in individual dumplogs.

CAD 8.5.x CAD IE8 uses IE7 compatibility mode only, Open CSCug69876

Symptom: CAD integrated Browser IE 8 support
Conditions: CAD Integrated browser uses IE8 as supported browser but only works in IE7 compatibility mode
Workaround: Use IE7 compatibility mode.

HTML code displayed while trying to print emails instead of actual text, Fixed CSCsz08636

Symptom: HTML code displayed while trying to print emails instead of actual text
Conditions: When information is received by an agent using HTML content and trying to print the email content, the HTML code is displayed/printed instead of the actual text. On the email click on Print Preview...see the HTML code instead of the actual text.
Workaround: N/A

RTMT A worker thread encounted a hibernate exception, Fixed CSCtt32157

Symptom: RTMT A worker thread encountered a hibernate exception At Thu Oct 06 09:40:47 CDT 2011 on node CUIC-01, the following SyslogSeverityMatchFound events generated: SeverityMatch : Critical MatchedEvent : Oct 6 09:40:28 127.0.0.1 user 2 0000001903: 10.122.219.18: Oct 06 2011 09:40:28.154 -0500: %CUIC_8_5_CUIC_DATA_PROCESSING-2-RPT_WORKER_FATAL_HIBERNATEEXCEPTION: A worker thread encounted a hibernate exception, and was not able to mark the DataSetInfo as failed. [id:85220]
Conditions: CUIC 8.0.x, 8.5.x
Workaround: This is an error condition that happens, during the process of report execution, due to concurrent report executions. The actual result output not affected though, as there are retry mechanisms within the code.

SQL/Flat File Reversion in CAD, Fixed CSCud46381

Symptom: An issue has been found in RASCAL where once configured for SQL connectivity it can unintentionally reset back to using the Flatfiles database on a service restart.
Conditions: Due to an uninitialized boolean, RASCAL can revert to using flatfiles even though PostInstall and the LDAP are set to SQL.
Workaround: Restarting the RASCAL service or the server may temporarily workaround the issue. Since the boolean in question may be initialized to use FlatFiles or SQL at random, multiple service or server restarts may be necessary.

CUIC Scheduler leaves SFTP connection open, CSCug81452

Symptom: CUIC Report Scheduler leaves SFTP connection open and after certain number of large connections the scheduler fails to save reports to remote SFTP location.
Conditions: CUIC Scheduler configured to save reports to remote sftp server.
Workaround: Reboot the CUIC server to clear the connections.

ASA Data not populated in Cisco Agent Supervisor, Fixed CSCug67011

Symptom: ASA Data not populated in Cisco Agent Supervisor
Conditions: If there are multiple PG's set up and the PG's use the same skill group IDs in both instances, we'll return multiple copies of each row, which is what's causing this issue.
Workaround: Edit the skillgroup ID's on the PG's so that they are unique.

Unable to retrieve email I18N_EGML_RETRIEVER-FAILED_MESSAGING_EXCEPTION, Open CSCug62345

Symptom: Retriever is unable to retrieve emails with nested or attached/forwarded emails
Conditions: The email is not retrieved while using IMAP Send attached email into IMAP account.
Workaround: none

CAD cannot drop call when using "Add to Conference", CSCty20259

Symptom: CAD cannot drop call when using "Add to Conference"
Conditions: (1) Agent 1 calls Agent 2. (2) Agent 2 answers call. (2) Agent 2 presses "Conference". (3) Agent 2 enters external number as number to dial (external number meaning off-net PSTN number). (4) Agent 2 presses 'Dial'. (5) External party does not answer external phone (it is still ringing). (6) Agent 2 presses "Add to Conference" (to add external ringing phone to conference). (7) CAD does not respond. (8) Agent 2 clicks drop. (9) CAD still does not respond. (10) Agent 2 has to exit out of CAD using the 'X' button. (12) Agent 2 clicks 'Yes' specifying to exit out of CAD even though there is a call active. (13) CAD closes.
Workaround: None

CVP SNMPDM.exe Crashing, Open CSCug59432

Symptom: -CVP SNMPDM.exe service keeps stopping or crashing on the CVP servers. No apparent reason. cvpSNMPMgmtlog: 03/04/2013 11:32:34 TID:0x04F8 WARNING - RunMessageLoop: 'cvpAgent.exe' [PID: 6600] terminated unexpectedly. 03/04/2013 11:32:34 TID:0x04F8 RunMessageLoop: Job object terminated. 03/04/2013 11:32:34 TID:0x04F8 RunMessageLoop: Process 'cvpAgent.exe'(Pid: 6600) terminated. 03/04/2013 11:32:35 TID:0x04F8 RunMessageLoop: Process 'hostagt.exe'(Pid: 5388) terminated. 03/04/2013 11:32:35 TID:0x04F8 RunMessageLoop: Process 'snmpdm.exe'(Pid: 5400) terminated. 03/04/2013 11:32:35 TID:0x04F8 RunMessageLoop: Process 'msnsaagt.exe'(Pid: 10800) terminated. 03/04/2013 11:32:35 TID:0x04F8 CExternalLogMgr::Close: 'C:\Cisco\CVP\logs\SNMP\snmpd.log' closed 03/04/2013 11:32:35 TID:0x04F8 CExternalLogMgr::Init: 'C:\Cisco\CVP\logs\SNMP\snmpd.log' opened 03/04/2013 11:32:35 TID:0x04F8 CExternalLogMgr::Close: 'C:\Cisco\CVP\logs\SNMP\msnsa.log' closed 03/04/2013 11:32:35 TID:0x04F8 CExternalLogMgr::Init: 'C:\Cisco\CVP\logs\SNMP\msnsa.log' opened 03/04/2013 11:32:35 TID:0x04F8 snmpdm.exe -d -log_append -apemanate [PID: 9248] 'restarted'.
Conditions: -CVP snmpdm.exe 9.x -Win2k8 R2 Enterprise 64 bit -Windows snmp disabled
Workaround: -None

Reporting data goes missing after re-summarization for more than 7 days, Fixed CSCtj08600

Symptom: With re-summarization for more than 7 days on separate reports DB summarize only last 7 days data and hence old data go missing in reports
Conditions: When re-summarization scripts are ran for more than 7 days with separate reports DB. This issue is not present for customers having only activeDB and no reportsDB
Workaround: None

DRS backup causes Finesse failover, Fixed CSCuf51868

Symptom: DRS backup for Finesse will cause agents to be logged out and display message of Finesse fail over.
Conditions: Finesse 9.1.1 and DRS backup
Workaround: Wait for DRS to complete and OpenFire (Cisco Finesse Notification Service) process to restart and then restart Cisco Tomcat.

SL reporting for PQ should be against Router_Queue_Interval table, Fixed CSCug65010

Symptom: 'Report Template Reference Guide For Cisco Unified Intelligence Center, Release 9.0(2)' shows wrong table for Service Level on report 'Precision Queue Interval All Fields': (pg 103)
Conditions:
Workaround: Correct table used for SL with 'Precision Queue Interval All Fields' is Router_Queue_Interval table, not the Skill_Group_Interval.

Cisco Finesse Notification Service crashes with OOM, Fixed CSCue68909

Symptom: Cisco Finesse Notification Service crashes with an Out of Memory error, causing Finesse to be non-functional
Conditions: Over a period, the accumulation of HTTP sessions (due to couple of potential code issues) may result in this symptom
Workaround: Stop Cisco Finesse Notification Service Stop Cisco Tomcat Start Cisco Finesse Notification Service Start Cisco Tomcat

CAD install guide ambiguous regarding account needed for SQL admin, Fixed CSCug79483

Symptom: Unclear which account should be used in the Specify SQL Server administrators field when setting up SQL.
Conditions: CAD installation guide.
Workaround: Use the local administrator account previously created for connecting to the Admin Workstation and Recording and Statistics databases.

Need to improve the daily purge performance., Fixed CSCuc66153

Symptom: Daily purging on logger needs performance enhancement
Conditions: ICM logger HDS. The stored procedures used in the logger to daily purge the data older than the retained is not efficient to handle large amount of data. Major customers may generate 10s of millions of records for TCV or RCV per day. And once it passes retained date, it has to be purged by the SQL agent job using the purge store procedures. The problem we found in these stored procedure is that it's not using the primary key in the temp table, which causes performance issue.
Workaround: None. Contact TAC for possible workaround that involves editing the stored procedure.

AXL User permission not documented in CAD installation guide, Open CSCug89866

Symptom: CAD installation guide does not document steps to add appropriate permissions for AXL user
Conditions: CAD 8.x.y installation guides.
Workaround: Adding an AXL User ________________________________________ Login to CUCM administration Add an AXL User Group Go to 'User Management > User Group' Click 'Add New' Give the new group a name e.g. 'AXL Users' Click 'Save' Go to 'Related Links > Assign Role to User Groups' Click 'Assign Role to Group' Check 'Standard AXL API Access' Click 'Add Selected' Click 'Save' Add an AXL User and assign the AXL User Group Go to 'User Management > Application User' Click 'Add New' Give the user a name e.g. 'AXLUser' Enter a password for the 'AXLUser' account Click 'Add to Group' (bottom of the page) Check 'AXL Users' Click 'Add Selected' Click 'Save'

OPC asserts on failing to construct TPCSTASetAgentStateMsg, Open CSCub24304

Symptom: OPC asserts
Conditions: On constructing the Agent state message
Workaround: NA

Precision Queue Interval All Fields does not include all data, Open CSCug75072

Symptom: When running the Precision Queue Interval All Fields report, users may see one or more missing intervals.
Conditions: No new calls come into the system for a 15-minute window, causing no new entries to be written to the Router_Queue_Interval table. Since the Precision Queue Interval All Fields report runs a SQL query that merges data from the Router_Queue_Interval and Skill_Group_Interval tables, if there is no data for one interval in one of the two tables then no data will be shown for that interval.
Workaround: None.

Wrong Not Ready Duration frm the 2nd login session in a half hr duration, Fixed CSCtt06596

Symptom: Incorrect Not Ready Duration value in Agent Event Detail table.
Conditions: When Agent state transitions from Login to Not ready to Ready for the 2nd login session within the same half hour.
Workaround: None

CTios client stats reset intermittently, Fixed CSCud31769

Symptom: Agents using CTIOS client see the following stats reset (Mid day 12 PM) - AvailTimeTdy - LogdOnTimeTdy - NotRdyTimeTdy
Conditions: ICM \ CTIOS Issue is with the OPC process when 15 min interval is set in PG explorer
Workaround: Revert to 30 min(half-hour) reporting

openldap.log file continuously grows when replication is not running, Fixed CSCtq08178

Symptom: openldap.log file continuously grows when replication is not running.
Conditions: CAD 8.0(1) when replication fails or is not running
Workaround: None

ACD supplement for Avaya to be updated with chapter about remote ACD PG, Terminated CSCub23996

Symptom: Cisco Unified ICM ACD Supplement for Avaya Communications Manager (ACM) needs to be updated to provide latency guidelines for the Avaya AES and CMS connection to the remote ICM ACD PG.
Conditions: Deployment of remote ACD to TDM PG
Workaround: Add the following content to the Cisco Unified ICM ACD Supplement for Avaya Communications Manager: Cisco Unified ICM Remote ACD PG Connectivity Avaya PIM supports a remote connection to the Avaya ACD. Here the ICM components including PGs are located at a central site and ACD is located remotely via WAN. Avaya PG pair runs in hot standby mode, with only one side of the PG pair actively connected to the ASAI link provided by the AES servers remotely across a routed WAN connection. In this case with the PG pair remote from the Avaya components, note that the two sides of the duplex PG pair still require a Private LAN for fault tolerance. The Private LAN must be isolated from the Visible/Public LAN for fault isolation. In the event of a WAN outage between the Avaya ACD and PG sites, the Avaya PG would no longer be able to communicate with the ACD and the ICM would consider this peripheral to be ?off-line? for routing purposes. The network considerations for the remote PG pair include: 1. Bandwidth. There needs to be a guaranteed amount of bandwidth provisioned between the remote PG pair and the Avaya ACD/AES components. In order to determine this, please use the PG to Central Controller Bandwidth Sizing Calculator on Cisco.com: http://tools.cisco.com/s2slv2/ViewDocument?docName=EXT-AS-100897 This tool requires inputs such as the number of agents, busy hour call attempts, number of skill groups, etc. The output provides a sizing of the total required bandwidth and the high/medium/low priority bandwidth as well. When using this calculator for the Remote PG sizing, only the total amount should be used, and all of this bandwidth allocation should be prioritized as voice call control traffic. 2. Latency. In order to perform correctly, the maximum one-way latency is 200 ms between the remote PG and the Avaya ACD/AES components. Note that the Avaya CMS latency may be different based on the location of the CMS server in the network. 3. QoS Marking. All of the traffic between the remote PG and the Avaya ACD/AES components must be manually tagged as ?call control traffic? in the standard QoS model for WAN traffic. This can be done in the IOS data routers using Access Control Lists (ACLs). Note that unlike other PG and ICM traffic, this traffic is not automatically marked when using the ICM QoS feature, it must be configured and enabled manually. Redundant Network Paths. Although the diagram depicts a single network connection between the PG and ACD sites, it is strongly recommended for basic redundancy to have a dual/redundant path for this link. To avoid any single point of failure that could make the PG/ACD unreachable, a dual WAN connection using physically separate WAN IP Data Routers is recommended.

Logging changed with 4.1.1 ES4, Open CSCug80121

Symptom: As of eim-wim 4.4.1 ES4, logging is changed to 'local' logfile storage, which is not documented.
Conditions: eim-wim 4.4.1 ES4
Workaround: n/a

JBOSS threads configuration needs to be changed in product, Fixed CSCtl71368

Symptom: Chat stops to work as Jboss threads remaining in keepalive state and not being reused
Conditions: WIM 4.3.X while using Firewalls
Workaround: Suggested are following settings to resolve the problem for Jboss threads remaining in keepalive state and not being reused. After these settings changes, the Jboss threads would not stay in the KeepAlive state forever. These threads would stay in the KeepAlive state until the clients are connected. When the client is no longer connected the threads would move to Ready state after the connection timeout of 300 seconds is reached. Changes in file:- Inetpub\wwwroot\jboss-iis\workers.properties ps=\ worker.maintain=60 # An entry that lists all the workers defined # 'default' worker -- Will be used for jsp's # 'pushlet' worker -- Will be used for Pushlet requests [nailed connection] # 'live' worker -- Will be used for live requests worker.list=default, pushlet, live # Entries that define the host and port associated with these workers worker.default.host= worker.default.port=15006 worker.default.type=ajp13 worker.default.ping_timeout=5000 worker.default.ping_mode=A worker.default.socket_timeout=120 worker.default.connection_pool_timeout=300 worker.default.socket_keepalive=true worker.pushlet.host= worker.pushlet.port=15007 worker.pushlet.type=ajp13 worker.pushlet.ping_timeout=5000 worker.pushlet.ping_mode=A worker.pushlet.socket_timeout=120 worker.pushlet.connection_pool_timeout=300 worker.pushlet.socket_keepalive=true worker.live.host= worker.live.port=15008 worker.live.type=ajp13 worker.live.ping_timeout=5000 worker.live.ping_mode=A worker.live.socket_timeout=60 worker.live.connection_pool_timeout=300 worker.live.socket_keepalive=true Changes in file:- eService\config\jboss\deploy\jboss-web.deployer\server.xml

CVP 8.x Leading zero stripped from DNIS, Fixed CSCuc75945

Symptom: CVP 8.x Leading zero stripped from DNIS.
Conditions: Upgrade to CVP 8.x introduces defect CSCtc33926 which strips the leading zero.
Workaround: CVP 8.x Release Note documentation to include new note: Note: CVP Release 8.x introduces defect CSCtc33926 which strips the leading zero of incoming DNIS. Example solution: A temporary solution is to change the destination-pattern on the VOIP dial peer to catch the number without the leading zero, and to apply a translation rule outgoing to insert the leading zero (or zeros, as required) so that upstream (SIP Proxy routes and ICM dialed number) remains the same. Defect CSCtc33926 integrated code fix, CVP release 9.x.

CAD install guide ambiguous regarding SQL Analysis Services requirement, Fixed CSCug79511

Symptom: It is not clear if SQL Analysis Services needs to be installed. The CAD install guide makes it sound like Analysis Services is needed after a previous step mentioned that it is an option and not required.
Conditions: CAD installation guide.
Workaround: Ignore step 16 on page 48 regarding Analysis Services, unless you have elected to install Analysis Services which is not required by CAD.

UCCE Install/Upgrade Guide 8.5(x) add a IPV6 important consideration, Fixed CSCtz07348

Symptom: CAD Agents can't login, and the error message states: Unsupported IP Addressing Mode
Conditions: This error occurs when the Cisco Unified Communications Mananger phone device configuration is set to IPV6 or IPV4 + IPV6.
Workaround: The Cisco Unified Communications Manager has a Common Device Configuration setting which defines the IP Addressing Mode.The IP Addressing mode in the Common Device Configuration settings assigned to the Agent Phones must be set to IPV4 only.

In 'Agent Team Historical all fields' report logon duration not correct., Fixed CSCtw97413

Symptom: Run Agent_Team_Historical_All_Fields report and check for logged on duration for some agents logged on duration is coming more than 30 min.
Conditions: Any condition
Workaround: NO

CUIC Chart Colors not Constant, Open CSCtr29216

Symptom: Report : Agent State Real Time Graph (potentially other reports too) when there are Agents in Not Ready State the Ready portion of the Graph gets Orange color. However, when no agents in Not Ready State the Ready portion of the graph changes to Blue.
Conditions: Customer would like to Keep the color of the graph same for Ready State {Either Blue or Orange} as per 8.0.4, this is working as design.
Workaround: none. Enhancement Defect Open

EIM/WIM 9.0 SSL Integration with Lotus Server having issues, Open CSCug69548

Symptom: SSL Integration of EIM/WIM with Lotus server with version 3
Conditions: None
Workaround: Need to add this additional parameter to parse SSLv3 protocol. ?-Dmail.imaps.ssl.protocols=SSLv3? in ?startprocess.bat? file located at eService\bin\platform on file server. Need to replace the file with the attached modified file that Egain has provided. Please take back up of startprocess.bat file and put the modified one in place. Stop the RX process, clear the rx related logs and then start the process and instance.

Document Dummy object concept in Call Studio Element Specification Guide, Open CSCug77989

Symptom: VXML application error handling code path for missing audio files (bad fetch error) may not get executed as designed.
Conditions: This issue was observed when an IOS VXML Gateway is communicating with CVP VXML server across a WAN with network delay greater than 5 ms.
Workaround: The default behavior in IOS while executing a VXML document containing only an audio prompt element is to prefetch subsequent vxml documents. Based on the response delay between VXML gateway and VXML server, there is a possibility for IOS gateway to execute prefetched VXML documents before executing the VXML document corresponding to the error handling of missing audio files. To resolve this issue, use custom audio element to embed the audio prompt within a dummy object. This will make the IOS VXML gateway to not prefetch the next document until it has successfully played the audio prompt. Example :

Error While launching CTIOS client, System.IO.FileNotFoundException, Fixed CSCts40635

Symptom: 8.0 client works fine, after appplying the 8.5.1 or 8.5.2 the client does not launch and throws an error message.
Conditions: If "CTIOS Tools" was not selected during the 8.0.1 base installation
Workaround: 1. To ru register the required dlls( AxInterop.AgentGreetingCtl.dll and Interop.AgentGreetingCtl.dll ) manually as done over the web-ex. Command to register the dlls: C:\Program Files\Cisco Systems\CTIOS Client\CTIOS Tools\GAC Tools>gacutil /i "C:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\.NETInterops\AxInterop.AgentGreetingCtl.dll" C:\Program Files\Cisco Systems\CTIOS Client\CTIOS Tools\GAC Tools>gacutil /i "C:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\.NETInterops\Interop.AgentGreetingCtl.dll" 2. Run the updated "put_in_gac.bat" batch file which contains the command to register the dlls. To get the updated batch file, a. Identify a test machine and Install 8.0.1 base . Select "CTIOS Tools" during installation. b. Apply 8.5.1 CTIOS MR. c. Go to "C:\Program Files\Cisco Systems\CTIOS Client\CTIOS Tools\GAC Tools" and copy put_in_gac.bat

spcd.sys installed in wrong location on 64 bit Windows systems, Fixed CSCua23766

Symptom: Recording and monitoring fail when application is installed on Windows 7 (64 bit OS)
Conditions: CAD previously installed with a 32bit driver on a 64bit system, then upgrades with over the top install to a newer version of CAD with a 64bit driver, the driver path is not correct
Workaround: Find spcd.sys (normally its wrongly installed in C:\Windows\SysWOW64\drivers\spcd.sys) Copy it to C:\Windows\System32\drivers If the above workaround does not work, the registry will need to be changed to point CAD to the actual location of the spcd.sys driver in the WOW64 location. Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\SPCD ImagePath = \??\c:\Windows\SysWOW64\drivers\spcd.sys

Can't assign role to standalone group, Fixed CSCud03684

Symptom: If we try to assign role to standalone group we get popup with the error: "The request contains data which is not supported. You need to logout and login again." Customer could see the issue in another section as well mentioned below: Steps to reproduce: a. Create and save a report. b. Configure Notification to be sent to some recipient (it doesn't matter to which you can use Recipients or External Email Addresses). c. Save the report with configured Notification. d. Make a change to Notification and try to save it. Any change is causing an issue: adding/changing/removing recipients, changing Subject or Body.
Conditions: After installing EIM 4.4.1 ES4 on Standalone or ICM integrated deployment.
Workaround: Execute below query on eGActiveDB insert into EGPL_VAL_URL_INFO values ('/system/web/controller/platform/admin/user/group/editusergroup.jsp',2,'group.thirdPartyUserName') Application restart is needed once workaround is applied. Should be removed once the fix is applied when available

Cannot change permissions of collections for stock reports, Open CSCug88139

Symptom:Cannot change permissions of collections for stock reports
Conditions:CUIC 9.0
Workaround:Must clone a non-stock set of reports and collections then set permissions on those

Not ready duration exceeds 1800 secs during a half hour interval., Terminated CSCte92629

Symptom: Not ready duration exceeds 1800 secs during a half hour interval.
Conditions: Agent remains in idle state for more than 4 hrs
Workaround: None

UCCX / CIM integration sync issue, Fixed CSCsy95612

Symptom: UCCX / CIM integration sync issues and EIM oses connection to UCCX
Conditions: CIM integrated with UCCX
Workaround: None
Further Problem Description: None

Precision Queue Interval All Fields does not include all data, CSCug72245

IPPA fails to recover after CTISvr queue limit exceeded, Fixed CSCti73503

Symptom: IPPA Server service fails to recover gracefully from connection issues with CTI Server, the following error would be observed in the IPPA Server logs: DEBUG [0x30f8] STCPSocket.cpp[83] STCPSocket::Send: ERROR: send failed, (Unknown error - errno 10060) INFO [0x30f8] AcmiClnt0001 CAcmiBase::SendMessageToCTIServer: Failed to send message to the cti server. Error(failed to send message to cti server). DEBUG [0x30f8] AcmiBase.cpp[148] AcmiClient::CAcmiBase::SendMessageToCTIServer: Return: (11:failed to send message to cti server) Note: This error could also be observed under normal network failure conditions, the issue is around the ability of the IPPA Server to recover automatically once the triggering conditions are no longer present.
Conditions: CAD 7.5(8) High load or server environmental/network issues present.
Workaround: Restart IPPA Service (a restart of LRM or Tomcat service may also be required under some conditions).
Further Details: Under certain conditions when high load and/or server environmental/network issues present communication messages between CAD IPPA Server and UCCE CTI Server may be observed to be delayed (even on local server) to the point where a queue limit is exceeded which breaks the connection, the following error may be observed in UCCE CTI Server when this occurs: Trace: TransportProtocol::QueueMSG - IPPASvr (SessionID 1) , Message queued: (3000 msgs in the queue, max:3000) Transmit queue limit of 3000 messages exceeded by client IPPASvr (session 1). Trace: ... SessionProtocol:: Session 1 ProcessFailureEvent(E_CTI_UNSPECIFIED_FAILURE) ... Once this queue limit is exceeded it can be observed the connection between CAD IPPA Server and UCCE CTI Server is interrupted but IPPA Server fails to recover from this condition and the following can be observed in the IPPA Server logs: DEBUG [0x30f8] STCPSocket.cpp[83] STCPSocket::Send: ERROR: send failed, (Unknown error - errno 10060) INFO [0x30f8] AcmiClnt0001 CAcmiBase::SendMessageToCTIServer: Failed to send message to the cti server. Error(failed to send message to cti server). DEBUG [0x30f8] AcmiBase.cpp[148] AcmiClient::CAcmiBase::SendMessageToCTIServer: Return: (11:failed to send message to cti server) Restarting the IPPA Server (and sometimes the LRM and Tomcat service due to knock-on effect) may be required to recover the connection.

Zombie calls on CVP with duration >7200 seconds, Fixed CSCub28873

Symptom:Calls with duration more than 7200 seconds and with call dispostion 22 in ICM TCD
Conditions: Issue happens ONLY when call is sent to non-routable fake label with Target Requery enabled in ICM script. This is done intentionally to end VRU call leg and release Nuance license from VXML GW.
Workaround:Nil

Dialer sends calls with no or low voice volume to agents, Fixed CSCsi55726

Symptom:
If customer call has  low voice energy or is dead air, the dialer assumes the call as VOICE call result in CPAMaxTimeAnalysis milliseconds during call progress analysis, and transfers the call to outbound agent.


Conditions:
Normal operation


Workaround:
None.


Further Descriptio

The 'fix' for this bug is to add a new Dialer Registry key "EnableLowEnergyCallReporting" to control the way the dialer handles low voice or dead air call. The default value is '1'.

If EnableLowEnergyCallReporting = 1, the dailer performs following actions:
1, Dialer classfies low energy or dead air call  as a new call result: eCR_LOW_ENERGY_CALL = 28.

2, Dialer disconnects low energy or dead air call.

3, CampaignManager counts the new call result in No Ringback buckets of Dialer and Campaign Query Rule Half Hour report.

4, CampaignManager uses "Ring no answer delay" value in the campaign configurarion to retry the record.

If EnableLowEnergyCallReporting = 0, the dailer performs following actions:
1, Dialer classfies low energy or dead air call  as eCR_VOICE call result.

2, Dialer transfers the call to oubound agent.

3, CampaignManager closes the record and counts the call result in Voice buckets of Dialer and Campaign Query Rule Half Hour report.

Download:

One or more of the following links will take you to an emergency
patch called an Engineering Special or ES. If you are not directly
experiencing this problem, we encourage you to select or wait for a
formally tested fix in an upcoming major, minor, maintenance, or
service release. Installing any interim emergency patch or ES on a
production system poses a risk of instability due to the specific
and targeted testing it receives. If you believe you are currently
experiencing this problem, no suitable tested release is listed
here, and you cannot wait for a later release, please select the
link for the ES built for your system. To identify the version you
must have before installing an ES you remove "_ES??" from the
version listed below. That will give you the version of the tested
base release you may install a given ES over. Be sure to read the
release notes or Readme file before running the patch installer.

View Source on User List in IE8 shows hidden user data, Open CSCug57932

Symptom: User data is visible in source code in IE8.
Conditions: User must right-click and select "View Source" in IE8.
Workaround: Require users to use a different browser.

EIM should show embedded images in email body, Fixed CSCts97975

Symptom: WHen using the agent interface of E-mail Interaction Manager the agent may see that embedded images in the e-mail are not visible.
Conditions: This happens when the embedded images in the e-mail are added to the email as attachments. The images are shown correctly when they are embedded as links to the internet.
Workaround: The embedded images are available from the Attachments viewer.

Short Calls in Skill Group reports, Fixed CSCug87297

Symptom: Reporting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted says: "The ShortCalls fields within the Skill_Group_Interval and Agent_Skill_Group_Interval tables are incremented if the Talk Time is less than the Answered short call threshold configured for the peripheral." Instead it should say "if the Talk Time is less or equal to the Answered short call threshold".
Conditions: None.
Workaround: To not track answered short calls, set Answered Short Calls Threshold field to -1.

Agent appears in Team Agent State Report but not in Team Agent Statistic, Fixed CSCsq75855

Symptom: Agent appears in Team Agent State Report but not in Team Agent Statistics Report.
Condition: The Agents should login after Supervisor is logged in
Workaround: Reloading the skill group updates these statistics. This can be done by selecting another skill group in CSD, then go back to previous one in question.

Supervisor doesn't see any team member for G3 peripheral, Open CSCug80683

Symptom: If we configure CTIOS Peripheral Type as G3 since Cisco ICM is associated to Avaya(Asai pim), supervisor does not see any team member in "CTI Toolkit Team Real-Time Status for Voice" and also when supervisor tries to chat with a agent(team member), following error m "Unable to determine agent's team for chat request" From CTIOS trace, "CTI OS Configured Teams" is showed up as "0" even the customer configured Team correctly. 12:12:09:018 CTIOS1-ctios Trace: CTIOSMetrics::reset(), CTI OS Configured Teams:................. 0 12:12:09:018 CTIOS1-ctios Trace: CTIOSMetrics::reset(), CTI OS Team Object Count:................ 0
Conditions: - ICM version: 9.0.2 - CTIServer Release 9.0.1.0 , Build 1454 - CTIOS server ctios server [9.0 00347] [Avaya ACD]--[ICM9.0.2]--[3rdPartyIVR] | [Cisco CTI Toolkit] - PIM for Avaya: ASAI link - CTIOS - configured as G3 mode for Avaya
Workaround: none

'Precision Queue Interval All Fields' invalid SL information., Fixed CSCug65190

Symptom: 'Precision Queue Interval All Fields' report template is pulling Service Level information from Skill_Group_Interval table (SGHH), instead of Router_Queue_Interval table (RQI).
Conditions: All Precision Queue report template access.
Workaround: None with current template. Correct table used for SL with 'Precision Queue Interval All Fields' is Router_Queue_Interval table, not the Skill_Group_Interval.

Field agents filter page is blank, Fixed CSCtg45207

Symptom: When they click "View", the filter screen comes up completely blank, white screen.
Conditions: CUIS is upgraded to 7.5(4).
Workaround: Have the users who are facing this issue taken out of the restricted viewer role.

Compatibility Information CMB, EIM and UCCE is not clearly documented., Fixed CSCue00594

Symptom: Cisco Media Blender 7.1.3 does not work with ICM 7.5.10.
Conditions: Compatibility information is not documented for CIM, Unified EIM, and Unified CCE.
Workaround: See the email thread attached to this defect for compatibility information.

CUIC Install error with IBM servers., Fixed CSCug68998

Symptom: CUIC installatopm gets error message: IBM ASU [error] : could not setup with input "/mnt/source/".
Conditions: CUIC installs on IBM's IMM based models
Workaround: Update the CUIC BOM with a Note: Prior to 9.1.2 customers installing CUIC on IBM's IMM based models need to use default USERID/PASSWORD

Misleading trace msg in dial log when it handles Personal callback, Fixed CSCsm42187

Symptom: Dialer log contains a misleading trace message when it handles the personal callback, similar to the following example: "Recovery - skipping record because personal callback agent is already reserved customer id: 7785 in DL_0_0, account #: [3659125] agent id: [9999]"
Conditions: Unified Contact Center Enterprise Using Personal callback feature
Workaround: None
Further Problem Description: In the above example, the trace doesn't mean that dialer necessarily sees this agent in "Reserved" state. It just means that dialer has given a callback customer record to this agent and started the process for reserving this agent. So when dialer sees next personal callback record for the same agent, the record is not processed this trace message is generated.

CAD Supported Platform information for Citrix is incomplete, Fixed CSCud07447

Symptom: Citrix on Windows Server information is inaccurate and incomplete in the Unified CCE SRND 7.5, 8.0, 8.5, and 9.0.
Conditions: Windows 2008 server is suppported with CAD versions 7.5.x and 7.6.x in Citrix 5.0
Workaround: Update in the Unified CCE SRND 10.0: Citrix 4.0 runs on Windows 2000 Server and Windows 2003 Server. Citrix 4.5 runs on Windows 2003 Server. Citrix 5.0, 6.0, and 6.5 run on Windows 2008 Server For supported Cisco Agent Desktop per Citrix version, refer to http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise8_0/design/guide/CAD-thin-client.pdf

Unable to edit or add pims to an existing PG, Terminated CSCsb14051

Symptom: Unable to edit a PIM or add additional pims to an existing PG while the a PG is running on the other side.
Conditions: Duplex PGs One side of the PG paiir remains running while running setup on the other side.
Workaround: Stop both PGs when making changes via setup.
Further Problem Description: The reason for this is that the PG holds some registry values in memory, and it may reset some of the values on shut down.

OPC crashed when agent peripheral number is changed from agent explorer, Fixed CSCue44863

Symptom: OPC crashes
Conditions: The peripheral number is changed from agent explorer tool when the agent is under the TeamSupervisors.
Workaround: Perform an exit_opc from opctest

OPC BuildClosedCallRecord NULL for fields like DNIS., Fixed CSCuc51626

Symptom: OPC BuildClosedCallRecord shows the value DNIS as NULL. This in turn shows value as NULL in TCD records
Conditions: normal operation
Workaround: none

SQL2000 patch KB960083 (MS09-004) breaks ICM Setup LGR/AW, Terminated CSCsx79605

Symptom: Logger Setup or AW Setup fails with error code 0x80040707 and ICM setup log shows that the last action was trying to "check for blank password"
Conditions: 1) SQL Server 2000 SP4 is installed 2) Microsoft security patch KB960083 (MS09-004) is installed for SQL Server 2000 SP4 3) SQL Server security is set to Mixed Mode authentication
Workaround: 1) Modify SQL Security to use Windows Only authentication - a) Start SQL Server Enterprise Manager b) Login using Windows Integrated authentication c) Select the SQL server and right click to get to Properties d) Select the Security tab e) Select "Windows only" authentication method and click OK Note: The above procedure will require SQL Server restart. OR 2) Unsinstall the security patch KB960083 (MS09-004) manually from Control Panel-> Add or Remove Programs

CVP Reporting summary tables are not populated, Fixed CSCue65248

Symptom: In the CVP Reporting server the summary tables are not populated
Conditions: Issue caused by script for monthly summary which was introduced in CVP 9.0
Workaround: ------------------- 1. Take a backup of C:\Cisco\CVP\informix_frag\Aggregator.sql file. 2. in Aggregator.sql file make a modification to the function strg2itvl. Change line LET t_int = day(date(month(effective_date) || '1' || year(effective_date)) + 1 units month - 1 units day); to LET t_int = day(date(month(effective_date) || '/1/' || year(effective_date)) + 1 units month - 1 units day); 3. Execute dbaccess ciscoadmin c:\Cisco\CVP\informix_frag\Aggregator.sql from command prompt(This would drop and recreate the procedure and the changes will be replicated). 4. Execute procedure as 'call sp_sched_agg('D');'. Execution should be successful. Notice --------------

CUIC v8.5(4) Permalink report provides Error [10603], Fixed CSCud07956

Symptom: When customer utilizes CUIC v8.5(4) Permalink report and trys to sort a column, The receive the Error [10603] The User does not have permission to access the requested grid.
Conditions: a. The customer accesses the permlink page via CUIC, by clicking on the "Dashboards" file cabinet > highlighting the report in the middle pane window > right-clicking and selecting "html link". b. This is an example of the URL link. " http://14.10.162.66:8081/cuic/permalink/PermalinkViewer.htmx?viewId=89AAD288100001336227EBDB0E0AA242&linkType=dashboard" ; Additional Info: On earlier version CUIC servers, when you right-click and select permissions, the "My Grp" and "All User" permissions contain read, excute, and write. W\ CUIC v9.x, there is no read permissions.
Workaround: None.

ICM low- and high-priority traffic should take the same path., Fixed CSCug54449

Symptom: Nowhere is it specifically stated that the low- and high-priority TCP/IP connections from the PGs must take the same datapath to/from the call router.
Conditions: We only send heartbeats on the high priority connection. So, if the medium/low connection deviates assumption and takes a different path, an outage on the connection (when it is idle) may well go undetected.
Workaround: UCCE SRND updated to state: "However, never split private network traffic onto low-priority and high-priority datapaths. The same link must carry all private network traffic for a given component. Sending low-priority and high-priority traffic on different links breaks the component's failover behavior. Similarly, all low- and high-priority traffic from each peripheral gateway to the standard and high-priority addresses of the call router should take the same path. For example, a tracert from the PG to RTRA and RTRAH should take the same path."

CVP 9.0 Reporting Server Installation Fails Unless Run by Administrator, Fixed CSCub26504

Symptom: After CVP 9.0 Reporting server installation the Informix database will not have any of the CVP databases. The only databases shown will be "sysadmin@cvp", "sysmaster@cvp", "sysuser@cvp", and "sysutils@cvp". In a proper installation there should be several more databases. There will be no indication in the installation logs that there is a failure and the disk selected for installation will show the files for the additional databasees and they will be sized properly but the databases will not show up in dbaccess and the OAMP will not be able to bring the reporting server online or write any data to it.
Conditions: Installation is done as a user with a username other than "Administrator." The CVP 9 Installation guide does state "Only a local administrator can run the Unified CVP installation program." This is not accurate though. While the user does have to be a member of the local "Administrators" group, the user account MUST be named "Administrator" or the install will not create the databases.
Workaround: Login to the server as the account named "Administrator" and that is a member of the local "Administrators" group.

Time selection filter should allow for overnight reporting periods, Open CSCtx28938

Symptom: CUIC reports based on a "Database Query" SQL query like the Call Type Historical All Fields report allow you to filter for a specific time range. This works well in environments where the call center operates during daytime. But it's not possible to select a time-frame that spans 2 days, i.e. from 21:00 to 06:00 to report on a night shift. This is an enhancement request for more open time selection filters.
Workaround: Modify the underlying report definitions / SQL queries to accommodate for your filter requirements.