This document provides installation instructions for ICM10.5(2) ES4. 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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Explain how this particular patch (service release or engineering
special) is used -- does it play nice with other patches?
Be sure to include ALL of the changes for the files you're delivering, i.e.
all of the info from the release notes of the previous ES which included these
files.
ICM 10.5.2a
ICM 10.5(2) is compatible with and should be installed on these ICM
components:
ICM 10.5(2) is compatible with and should be installed
on these ICM components:
Installation of this patch requires the PG
component to be shutdown during
the entire period of installation. It is always recommended to install this ES
during a scheduled downtime.
· Using the
ICM Service Control, Stop the PG component on which you intend to install this
patch.
· Launch
the Installer provided for ES and following the instructions on the screen.
· Using the ICM Service Control instance
on which you have installed this patch, Start the PG component.
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.
Removing
this patch requires the PG component to be shutdown. It is always recommended
to remove this ES during a scheduled downtime.
· Using the
ICM Service Control, Stop the PG component on which you intend to remove this
patch.
· From the
system Control Panel, choose Add or Remove Programs to launch
the Installer for ES and following the instructions on the screen to remove
this patch.
· Using the
ICM Service Control, Start the PG component on which you have removed this
patch.
This section provides a list
of significant ICM defects resolved by this engineering special. It contains
these subsections:
Resolved Caveats in ICM10.5(2) ES3
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
This section lists caveats specifically resolved by ICM10.5(2) ES4.
Caveats in this section are ordered by ICM component, severity, and then
identifier.
Be sure to include ALL of the resolved caveats for the files you're delivering,
i.e. all of the caveats from the release notes of the previous ES which
included these files.
|
Identifier |
Severity |
Component |
Headline |
|
CSCuu43751 |
2 |
pg.opc |
Agent
state in newly added media skill groups is Log out |
|
CSCuu45299 |
3 |
pg.opc |
Agent
is stick to the old skillgroup afte
reskilling |
Defect Number: CSCuu43751
Component: pg.opc
Severity: 2
Headline: Agent state in newly added media skill groups is Log out
Symptom: Agent
state in newly added media skill groups is Log out
Conditions: Scenario 1: 1. Agent is part of two media skills and two voice
skills 2. Agent is reskilled to remove one of the voice skill group and add two media skill groups. 3. Logout and login
Agent in Media domain. 4. Remove above added media skills from Agent. Logout and login agent in media domain. 5. Add same media
skills back to agent. 6. Repeat step 3 to 5 couple of times. Logout and log in
agent in media domain. 7. Add same two media skill groups to agent. 8. Remove
above added media skills from Agent. 9. Add same two media skill groups to
agent. 10. Make agent ready in voice and media both. Observation: After step
10, Agent state in newly added media skill groups is Log out and no media tasks
would be routed to newly added skill groups. Scenario 2: 1. Agent is part of
two media skills and two voice skills 2. Agent is reskilled to add two media
skill groups. 3. Logout and login Agent in Media domain. 4. Remove above added
media skills from Agent. Logout and login agent in media
domain. 5. Add same media skills back to agent. 6. Repeat step 3 and 4
couple of times. 7. Remove above added media skills from Agent. 8. Logout and
log in agent in media domain. 9. Make agent ready in voice and media both.
Observation: After step 9, Agent state in removed media skills is still
not-active and Agent is able to receive task in removed skill groups.
Workaround: None
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. To identify the base version for this ES, please remove
_ES?? from the version name 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.
Defect Number: CSCuu45299
Component: pg.opc
Severity: 3
Headline: Agent is stick to the old skillgroup afte reskilling
Symptom:
After reskilling the agent still logs in with an old skill group which has been
removed by reskilling.
Conditions: 1. Agent is assigned to both voice and media skills like
EIM/WIM. 2. When agent is logged in Media domain, Supervisor re-skills the
agent to remove the media skill group 3. Agent logs out and logs back into
media domain 4. Tasks can still be routed to this skill group even though agent
was re-skilled out.
Workaround: Wait over midnight
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. To identify the base version for this ES, please remove
_ES?? from the version name 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.
Caveats resolved earlier and included as part
of ICM10.5(2) ES4.
|
ES# |
Defect ID |
Severity |
Component |
Headline |
|
ES2 |
CSCuq16200 |
3 |
cg.ctiserver |
CG does not failover after visible
network disconnected with Finesse |
|
ES3 |
CSCuv50791 |
3 |
pg.cucm |
Eagt
pim does not retain Agent original state |
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