This document provides installation instructions for ICM10.5(3) ES12. 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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This
Engineering Special Patch should be installed on top of UCCE 10.5(3) and only
in the PG Virtual machine.
This
Engineering Special Patch should be installed in a machine where Peripheral
Gateway component is installed.
ICM10.5(3)
ES12 is compatible with and should be installed on these ICM components:
Do not
install this engineering special on any of the UCCE components other than:
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(3) ES12.
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 |
CSCvc53089 |
3 |
cg.ctiserver |
Finesse
API - GET respose intermittently includes dual
calls |
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: CSCvc53089
Component: cg.ctiserver
Severity: 3
Headline: Finesse API - GET respose intermittently includes dual calls
Symptom:
Stuck calls on Agent desktop
Conditions: Mobile Agent Agent Greeting Custom Desktop based on Finesse
Transfer of call while agent greeting in progress. Call Flow to reproduce the
issue in an Intercluster Architecture 1) Customer
calling Agent 1 in ClusterA 2) Agent1 doing consult
transfer to RP, call delivered to Agent 2 in ClusterB
3) Agent greeting played for Customer, Agent1 and Agent 2. 4) Agent 1 completes
the consult transfer. 5) Now we see OPC sending a connection clear for the
conference for Agent 1. Conference due to Agent Greeting which is not noticed
working scenario. 6) Now when Agent 2 does a blind transfer (NBT SST), we see
that the call is not cleared from Agent 2. It shows the call stuck in desktop.
Workaround: Reset agent session. OR Set wrap-up for the Agent2 who is doing
NBT
Further Problem Description: Mobile Agent call with Agent Greeting invokes
a conference bridge. Transferring the conference in this way is confusing the
contact center application. The leg for agent greeting should be hidden from
the event stream shared with the agent desktop.
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