Cisco Customer Response Applications 3.5(4) Service Release 2
This Cisco Customer Response Applications (CRA) Service Release, ccrs.3-5-4-sr2.exe, should only be installed on a Cisco CRA 3.5(4) or CRA 3.5(4)SR1 server.
You must install Service Release 2 on the Cisco CRA server.
This service release contains the following resolved defects:
CSCsf16527 - Calls stuck in Queue due to race condition
CSCse98604 - Call not cleaned up immediately upon receiving far-end disconnect from GW
Using Bug Toolkit
You can
search for and find additional information about defects by using the Cisco
Software Bug Toolkit. To access Bug Toolkit, you need the following
items:
-
Internet connection
-
Web browser
-
Cisco.com user ID and password
To use the
Software Bug Toolkit, follow these steps:
1.
To access the Bug Toolkit, go to this URL:
http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
2.
Log on with your Cisco.com user ID and password.
3.
Click the Launch Bug Toolkit hyperlink.
4. To look for information about a specific problem, enter the bug ID number in the “Enter known bug ID” field and click Search.
Obtaining Troubleshooting Assistance
For the most
current troubleshooting information and tips visit the following URL:
http://cisco.com/cgi-bin/Support/browse/psp_view.pl?p=Software:Cisco_IPCC_Express_Edition&viewall=true
For
assistance identifying and troubleshooting common problems, visit the Cisco TAC
Case Collection Tool (TCCT) at the following URL:
http://www.cisco.com/kobayashi/support/tac/tsa/launch_tsa.html
From the Tools and Utilities page, select the Voice technology link, and search for a solution using a free text query or a guided search.
Support Mailer
You can send
questions about the installation and operation of Cisco CRA to the following
e-mail address. You can also subscribe to this mailer by sending e-mail to this
address and including Subscribe as the subject.
ask-icd-ivr-support@external.cisco.com
Install Instructions
Cisco
recommends that you apply this Service Release during off-peak hours because
this procedure requires that you reboot the Cisco CRA server.
Before you install this Service Release, you must complete the installation of Cisco CRA 3.5(4) or CRA 3.5(4)SR1 and reboot the Cisco CRA server as prompted by the installation program.
Before installing this Service Release, you must log in to the CRA server as an administrator.
If you are using the Cisco Security Agent (CSA), you must disable the Cisco Security Agent service before installing Service Release 2. See the “Disabling the Cisco Security Agent Service” section at the end of this document for instructions.
Step 1: Download
the ccrs-3-5-4-sr2.exe file to your CRA server. Make a note of the location
where you save the downloaded file.
Step 2:
Double-click the downloaded file.
Step 3: In the
Cisco CRA 3.5(4)sr2 - InstallShield
Wizard dialog box, click Next.
Step 4: When the Install Completed dialog box appears, click Yes to view the log file to verify that that installation was successful. When you exit the log file, the Cisco CRA server reboots automatically.
Installing the Required Patch for the Cisco Agent Desktop and the Cisco Supervisor Desktop
This procedure installs a patch that fixes the problem identified by CSCsa74890. Perform this procedure on all computers on which the Cisco Agent Desktop or the Cisco Supervisor Desktop are installed.
Note: You cannot uninstall the patch after you install it. If you want to remove the patch, you must uninstall and then reinstall the Cisco Agent Desktop or the Cisco Supervisor Desktop.
Before you install the patch, make sure that you have installed Service Release 2 on the CRS server as explained earlier in this document.
Step 1: Exit the Cisco Agent Desktop or the Cisco Supervisor Desktop.
Step 2: Click Start > Run.
Step 3: In the Run dialog box, type \\appsserver\desktop_cfg and click OK to open the share folder.
Step 4: To install this patch, double-click Hotfix_language.exe, where language is the Cisco CRS language that is installed on this server.
Step 5: Start the Cisco Agent Desktop or the Cisco Supervisor Desktop.
Uninstall Instructions
If you are using the Cisco Security Agent (CSA), you must disable the Cisco Security Agent service before uninstalling Service Release 2. See the “Disabling the Cisco Security Agent Service” section at the end of this document for instructions.
When you
uninstall Service Release 2, you will choose some or all of the following
programs from the Windows Add/Remove Programs window:
- Cisco CRA – 3.5(4)sr2
Uninstall – Choose this program from a co-resident or a standalone Cisco
CRA server.
- Cisco CRS – 3.5(4) Hofix Uninstall – Choose this program from a co-resident or a standalone Cisco CRA server.
To uninstall Service Release 2, follow these steps:
Step 1: Choose Start
> Settings > Control Panel > Add/Remove Programs.
Step 2: Click the
program to uninstall (Cisco CRA – 3.5(4)sr2
Uninstall, Cisco CRS – 3.5(4) Hofix Uninstall.
Step 3: Click Change/
Remove.
Step 4: In the
dialog box that prompts for confirmation that you wish to uninstall CRA 3.5(4)
Service Release 2, click Next.
Step 5: When the
Uninstall dialog box appears prompting you to confirm that you want to
uninstall, click Yes.
Step 6: When the
Uninstall Complete dialog box appears, click Yes
to view the log file to verify that that uninstall was successful.
Step 7: When the This Server will Now Reboot dialog box appears, click OK to reboot.
Disabling the Cisco Security Agent Service
If you are using the Cisco Security Agent (CSA), you must disable the Cisco Security Agent service before installing or uninstalling Service Release 2. To disable this service, perform the following steps.
For more information about the CSA, refer to Installing Cisco Security Agent for Cisco Customer Response Applications. You can access that document from this URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/index.htm
Step 1: Choose Start
> Settings > Control Panel > Administrative Tools > Services.
Step 2: From the
Services window, right-click Cisco Security Agent and choose Properties.
Step 3: In the
Properties window, verify that the General tab appears.
Step 4: In the
Service Status area, click Stop.
Step 5: From the
Startup type drop-down list box, choose Disabled.
Step 6: Click OK.
Make sure to
restart the CSA after installing or uninstalling Service Release 2. For
instructions, refer to the CSA document described earlier in this section.