Field Notice: FN - 72035 - With AP375430 Applied, a Call to a Call Center Agent Retrieved via Push Notification Will Not Have Voice Path - Software Upgrade Recommended

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Updated:February 15, 2021
Document ID:FN72035

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision Publish Date Comments
1.0
08-Feb-21
Initial Release

Products Affected

Affected OS Type Affected Software Product Affected Release Affected Release Number Comments
NON-IOS
Application Patches
22.0
22.0.2020.09
NON-IOS
Application Patches
23.0
23.0.2020.09
NON-IOS
Application Patches
24.0
24.0.2020.09
NON-IOS
Application Patches
21.sp1
21.sp1.2020.09

Defect Information

Defect ID Headline
CSCvf34445 There were no defects filed with this field notice at the time of publication.

Problem Description

With AP375430 applied, a call to a Call Center agent retrieved via Push Notification will not be established properly and there will be no voice path. Furthermore, with Call Recording active (any mode) on the Call Center agent, Call Recording will not be established and there will be no voice path.

Background

Note: This field notice was originally posted in the BroadSoft Xchange portal and has been moved over to Cisco.com as-is for historical purposes. 

Problem Symptom

The call will not have voice path. Call Recording will not be established if involved also.

Workaround/Solution

BroadWorks patches can now be downloaded through the Cisco Software Download Center after logging in with your Cisco.com (CCO) account.

The version of BroadWorks that is currently deployed as well as the patches currently activated can be checked by executing the get versions all command from the CLI. More information on how to check the patch level can be found in the Cisco BroadWorks Maintenance Guide.

Workaround

Remove AP375430.

Patch

Corrective patch AP376798 is now available on Xchange. Apply the new patch on top of AP375430.

These patches are now available through the Cisco Software Download Center:

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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