This document provides installation instructions for ICM10.5(2) ES34. 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 10.5(2)
ICM10.5(2) ES34 is compatible with and should be installed on these ICM components:
Do not install this engineering special on any of the components other than:
In this section, you should describe all steps users need to take before starting to install this patch. Also describe any "gotchas" that are waiting for them, such as "this patch should be applied late at night, because it needs to shut everything down" or "the components need to be installed in this specific order".
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 ES34 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 ICM10.5(2) ES34.
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 |
CSCuz01870 |
2 |
pg.cucm |
Finesse
Stuck in Offhook state during Transfer to CTI Routepoint |
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: CSCuz01870
Component: pg.cucm
Severity: 2
Headline: Finesse Stuck in Offhook state during Transfer to CTI Routepoint
Symptom:
Agent while trying to transfer a customer call using the Finesse Desktop to
another Queue via CTI Route Point (out to CVP), the transfer leg gets stuck in
the Off-hook state. Agent is unable to complete the transfer via the Agent
Desktop. Procmon output: 15:40:31 Trace:
EMT Creating Mutex Global\IMTConnect_DisconnectLock.
>>>>di /id 035378 HashIdx= 12 InstNumber= 4834090 AgentID=
035378 InstType= TELE_SET_T YPE Monitored=-1 CurLine#= -1 Extn:4834090/0 LT=LT_UNKNOWN LS=LS_IDLE
SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=4834090 DeviceIDType=DEVICE_IDENTIFIER(0)
Extn:4834090/1 LT=LT_UNKNOWN LS=LS_UNKNOWN SkGrp:0xFFFFFFFF CID=52472453 LineWeight=10000 DeviceID=4834090
DeviceIDType=DEVICE_IDENTIFIER(0) Extn:4834090/2
LT=LT_UNKNOWN LS=LS_UNKNOWN SkGrp:0xFFFFFFFF CID=36488093 LineWeight=10000
DeviceID=4834090 DeviceIDType=DEVICE_IDENTIFIER(0)
Extn:4834090/3 LT=LT_UNKNOWN LS=LS_UNKNOWN SkGrp:0xFFFFFFFF CID=36491965 Out of
the 10 Line appearances on the PG for the Agent DN, 9 of the them would be in
"LS=LS_UNKNOWN" state.
Conditions: None
Workaround: Reset the Phone
Further Problem Description:
Identifier
|
Severity
|
Component
|
Headline
|
CSCuv50791 |
3 |
pg.cucm |
Eagt pim
does not retain Agent original state |
CSCuv66458 |
2 |
pg.cucm |
Agent getting
stuck in reserved after abandoned ring |
CSCuw10815 |
3 |
pg.cucm |
After PG Cycled
call is dropped when agent is part of PQ. |
CSCux98366 |
2 |
pg.opc |
Interupted wrap-up state makes agent
ready for millisecond |
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