About this Document

This document provides installation instructions for ICM10.5(1) ES2. It also contains a list of ICM issues resolved by this engineering special. Please review all sections in this document pertaining to installation before installing the product. Failure to install this engineering special as described may result in inconsistent ICM behavior.

This document contains these sections:

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About Cisco ICM (and ICM Engineering Specials)

This ES combines the fixes for four Precision Routing related defects.

ICM Compatibility and Support Specifications

This section provides information to help you understand on which ICM servers ICM10.5(1) ES2 can and should be installed. "these versions/components/servers are supported, and these other ones aren't".

ICM Version Support

10.5(1)

ICM Component Support

UCCE PG, Router

Supported ICM Components

ICM10.5(1) ES2 is compatible with and should be installed on these ICM components:

ICM Engineering Special Installation Planning

Installing ICM10.5(1) ES2

Installation instructions are provided as part of the patch installer. .

Uninstall Directions for ICM10.5(1) ES2

To uninstall this patch, go to Control Panel. Select "Add or Remove Programs". Find the installed patch in the list and select "Remove".

Note: Patches have to be removed in the reverse order in which they were installed. For example, if you had installed patches 3, then 5, then 10 for a product, you will need to uninstall patches 10, 5 and 3 in that order to remove all patches for that product.

Resolved Caveats in this Engineering Special

This section provides a list of significant ICM defects resolved by this engineering special. It contains these subsections:

Note: You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/support/bugtools/Bug_root.html

Resolved Caveats in ICM10.5(1) ES2

This section lists caveats specifically resolved by ICM10.5(1) ES2.

Index of Resolved Caveats

Caveats in this section are ordered by ICM component, severity, and then identifier.
Identifier Severity Component Headline
CSCup40044 3 pg.opc OPC logs in agent in skill groups which were removed from configuration
CSCup44715 2 router Call variables are not evaluated correctly when executing steps for PQ
CSCun42350 3 router Precison Queue not routing appropriately because agent is not part of PQ
CSCup27350 3 router Incorrect values for ServiceLevelTo5 real time field for Precision Queue

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

Defect Number: CSCup44715

Component: router

Severity: 2

Headline: Call variables are not evaluated correctly when executing steps for PQ


Symptom: Call variable evaluation is incorrect when call moves from one step to other.

Conditions: Call gets queued on a PQ Step. Router halts execution of this call, may process other calls or perform VRU treatment Call Variable is used in consider if of subsequent Steps Call moves to next Step after timeout of earlier Step

Workaround: None

Further Problem Description: Only Call Variables are affected. SkillGroup, PQ and other Target variables are evaluated correctly. 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, or maintenance release. Installing any interim emergency patch or ES on a production system poses a risk of instability due to the limited testing it receives. If you believe you are currently experiencing this problem and you cannot wait for a later release, please select the link for the ES built for your system.

Defect Number: CSCun42350

Component: router

Severity: 3

Headline: Precison Queue not routing appropriately because agent is not part of PQ


Symptom: Precision Queue not consistently routing calls to ready agents

Conditions: After an agent attribute is removed, agent logs out and then logs back in at a later time. This is not always reproducible.

Workaround: Removing and re-adding attributes to affected agents.

Further Problem Description: 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, or maintenance release. Installing any interim emergency patch or ES on a production system poses a risk of instability due to the limited testing it receives. If you believe you are currently experiencing this problem and you cannot wait for a later release, please select the link for the ES built for your system.

Defect Number: CSCup27350

Component: router

Severity: 3

Headline: Incorrect values for ServiceLevelTo5 real time field for Precision Queue


Symptom: ServiceLevelTo5 real time variable is either 0 or 1 for Precision Queues (PQ)

Conditions: When ServiceLevelTo5 variable on a particular PQ is used in a script node, considerif of a Precision Queue or within a watch as an expression.

Workaround: Do not use ServiceLevelTo5 real time variable in any expression.

Further Problem Description: 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, or maintenance release. Installing any interim emergency patch or ES on a production system poses a risk of instability due to the limited testing it receives. If you believe you are currently experiencing this problem and you cannot wait for a later release, please select the link for the ES built for your system.

Defect Number: CSCup40044

Component: pg.opc

Severity: 3

Headline: OPC logs in agent in skill groups which were removed from configuration


Symptom: Agent is member of Skill Group from which he was removed.

Conditions: Agent has at least one PQ associated, one or more of his Skill Groups are removed, agents logs out and logs back in.

Workaround: Add the agent to a skill group and remove the skill group.

Further Problem Description: 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, or maintenance release. Installing any interim emergency patch or ES on a production system poses a risk of instability due to the limited testing it receives. If you believe you are currently experiencing this problem and you cannot wait for a later release, please select the link for the ES built for your system.

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Contacting TAC by Using the Cisco TAC Website

If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website: http://www.cisco.com/tac

P3 and P4 level problems are defined as follows:

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Contacting TAC by Telephone

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