This document provides installation instructions for ICM11.0(2) ES6. 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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ICM 11.0(2)
ICM11.0(2) ES6 is compatible with and should be installed on these ICM components:
Do not install this engineering special on any of the following components other than:
·
Installation of this patch requires the all ICM services 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 all the ICM services running on the system
·
· Launch the
Installer provided for ES6 and following the instructions on the screen
·
· Using the
ICM Service Control, start all ICM services again.
.
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.
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
This section lists caveats specifically resolved by ICM11.0(2) ES6.
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 |
CSCuy30357 |
3 |
pg.cucm |
Agent
is not able to change state-getting DUPLICATE_INVOCATION_REJECTION |
CSCux98366 |
2 |
pg.opc |
Interupted wrap-up state makes agent ready for millisecond |
Caveats are ordered by severity then defect number.
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.
Defect Number: CSCux98366
Component: pg.opc
Severity: 2
Headline: Interupted wrap-up state makes agent ready for millisecond
Symptom:
Router picks up the available agent from PQ and sends the call to the agent.
But the call gets reRouted with reason=2. PreCallIndicator is aborted. The reason why agent gets
ready because of interrupted wrap-up agent.state.
When agent in wrap-up state and goes of hook the agent state transition should
be from Wrap-up to Talking, but in reality agent's state transition is Wrap-up
---> Ready (1 ms) --> Talking. That 1
millisecond in Ready state is enough for Router to pick up the agent for a call
which in Q. Till Call reach agent, the agent state changes to Talking and call
gets aborted.
Conditions: Steps to reproduce the defect 1. Log in 1 agent to a test PQ 2.
Set agent to ready 3. Make 2 calls to PQ, the 1st rings at the agent's phone,
the 2nd receives queue music 4. Agent takes 1st call 5. 1st caller ends the
call 6. Agent state changes to wrapup 7. Agent
unhooks his phone 8. In the same moment as he unhooks, the 2nd call is being unqueued, receives CVP error message and is dropped.
Workaround: no workaround. Don't interrupt wrap-up state using phone buttons.
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.
<hr size=2 width="100%" align=center>
Defect Number: CSCuy30357
Component: pg.cucm
Severity: 3
Headline: Agent is not able to change state-getting DUPLICATE_INVOCATION_REJECTION
Symptom:
Finesse DUPLICATE_INVOCATION_REJECTION warning while in wrapup
state.
Conditions: Finesse with wraup time and data
required.
Workaround: No Workaround.
Further Problem Description:
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