This document provides installation instructions for ICM11.0(1) 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:
The Product
Alert Tool offers you the ability to set up one or more profiles that will
enable you to receive email notification of new Field Notices, Product Alerts
or End of Sale information for the products that you have selected.
The Product
Alert Tool is available at http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice
ICM11.0(1)
ICM11.0(1) ES6 is compatible with and should be installed
on these ICM components:
Do not install this engineering special on any of the 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(1) 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 |
CSCux54252 |
2 |
pg.opc |
Removing
Voice Skill Group Makes Agent ICM Available Unexpectedly |
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: CSCux54252
Component: pg.opc
Severity: 2
Headline: Removing Voice Skill Group Makes Agent ICM Available Unexpectedly
Symptom:
When an agent is mapped to more than one voice-skill group and multiple other
media skill-group , logged-in to both voice and other media MRD (each MRD
configured as non-interruptible) , in this case if we re-skill the agent to
remove a voice skill group while the agent is still working on a
non-interrupting task , the agent becomes ICM available .
Conditions: This issue happens when there is more than one MRD, all MRD are
marked as uninterruptible, and the agent has been re-skilled to remove one
voice skill group. If the re-skill operation adds a new voice skill group, then
the agent does not see this issue. There is also no issue if the Media skill
groups are changed (either add or removed).
Workaround: The only workaround currently is for the Agent to make
himself/herself "Not Ready" in the voice client or simply logout of
the voice client. Alternatively, the agent can complete the media task and the
issue will resolve.
Further Problem Description: The issue is reproducible when the agent is
associated with more than one Voice Skill groups and several Media skill groups . When the agent is logged in to both Voice MRD and
Media MRDs (each MRD configured as non-interruptible ) and a callback is
initiated while agent is working on a chat , the call is not routed until agent
completes the chat , which is expected . However when dynamic re-skilling
happens (delete one of the voice skill groups from agent )
, the agent becomes ICMAvailable in the other voice
skill-group . So if a callback is initiated after one of the Voice skill groups
is diassociated from the agent while agent is still
working on chat , the call will be routed to agent
which should not happen since MRDs are configured as non-interruptible .
The following sections provide sources for obtaining documentation from Cisco Systems.
You can access the most current Cisco documentation on the World Wide Web at the following sites:
Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or as an annual subscription.
Cisco documentation is available in the following ways:
If you are reading Cisco product documentation on the World Wide Web, you can submit technical comments electronically. Click Feedback in the toolbar and select Documentation. After you complete the form, click Submit to send it to Cisco.
You can e-mail your comments to bug-doc@cisco.com.
To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:
Attn Document Resource Connection
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website.
Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco.
Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available.
Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.
To access Cisco.com, go to: http://www.cisco.com
The Cisco TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.
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:
In each of the above cases, use the Cisco TAC website to quickly find answers to your questions.
To register for Cisco.com, go to the following website: http://www.cisco.com/register/
If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following website: http://www.cisco.com/tac/caseopen
If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following website: http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
P1 and P2 level problems are defined as follows: