About this Document

This document provides installation instructions for Unified CCE 11.5(1) ES35. It also contains a list of Unified CCE issues resolved by this engineering special. Review all installation information before installing the product. Failure to install this engineering special as described can result in inconsistent Unified CCE behaviour.

This document contains these sections:

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About Cisco Unified CCE (and Unified CCE Engineering Specials)

Unified CCE Compatibility and Support Specifications

Unified CCE Version Support

·      ICM 11.5(1)

Unified CCE Component Support

This section lists the Unified CCE components on which you can and cannot install this engineering special.

Supported Unified CCE Components

You can install Unified CCE 11.5(1) ES35 on these Unified CCE components:

Unsupported Unified CCE Components

Do not install this engineering special on any of the components other than:

Unified CCE Engineering Special Installation Planning

Installing Unified CCE 11.5(1) ES35

Uninstall Directions for Unified CCE 11.5(1) ES35

Note: Remove patches in the reverse order of their installation. For example, if you installed patches 3, then 5, then 10 for a product, you must uninstall patches 10, 5, and 3, in that order, to remove the patches from that product.

Resolved Caveats in this Engineering Special

This section provides a list of significant Unified CCE defects resolved by this engineering special. It contains these subsections:

Note: You can view more information on and track individual Unified CCE defects using the Cisco Bug Search tool, located at: https://bst.cloudapps.cisco.com/bugsearch/search?null.

Resolved Caveats in Unified CCE 11.5(1) ES35

This section lists caveats specifically resolved by Unified CCE 11.5(1) ES35.

Index of Resolved Caveats

Caveats in this section are ordered by UNIFIED CCE component, severity, and then identifier.

Identifier

Severity

Component

Headline

CSCvc41262

3

pg.cucm

Agent State moves to Ready state after Agent receives an extension call/dials a call post RONA

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

Defect Number: CSCvc41262

Component: pg.cucm

Severity: 3

Headline: Agent State moves to Ready state after Agent receives an extension call/dials a call post RONA


Symptom: Agent State moves to Ready state after Agent receives an extension call/dials a call post RONA

Conditions: When used with CVP RONA(Ring Out No Answer)

Workaround: After call disconnected and if agent still needs to be in NOT_READY, Agent can click on NOT_READY button before wrap-up timer expires.

Further Problem Description: After CVP RONA happens and the Agent state is set to Not-Ready, if the Agent received an extension call or dials an outbound call the Agent state moves to Ready once the call is cleared and Agent moves out of wrap-up. Expected behaviour is to retain the post RNA state of Not-Ready until the Agent manually moves to

Ready.

 

Detailed list of Resolved Caveats in Earlier ESs and included as a part of this Engineering Special

Caveats are ordered by severity then defect number.

Identifier

Severity

Component

Headline

CSCvf78757

2

pg.cucm

CUCM PG (EAPIM) crash during Network Blind Transfer call flow

CSCvf67430

3

pg.cucm

Logout non-activity timer is not reset when Not Ready reason code is changed

CSCve75922

3

pg.cucm

Agents not sent to wrapup after device failure with LOAD 1

 

Defect Number: CSCvf78757

Component: pg.cucm

Severity: 2

Headline: CUCM PG (EAPIM) crash during Network Blind Transfer call flow.

Symptom: EAPIM crash occurs during a Network Blind Transfer call flow.

Conditions: Intermittent when Network Blind Transfer call flow is involved.

Workaround: None

Further Problem Description:

Defect Number: CSCvf67430

Component: pg.cucm

Severity: 3

Headline: Logout non-activity timer is not reset when Not Ready reason code is changed.

Symptom: The agent is logged out anyway when the logout non-activity timer expires even the agent has changed the Not Ready reason code.

Conditions: Before the timer expires, the agent has changed the Not Ready reason codes.

Workaround: None

Further Problem Description:

Defect Number: CSCve75922

Component: pg.cucm

Severity: 3

Headline: Agents not sent to wrapup after device failure with LOAD 1


Symptom: Configure /LOAD 1 under PG Explorer. After a Device failure, agents will not go to Wrap-up. Once the issue begins for an agent, the issue affects all future calls.

Conditions: Steps to reproduce (taken from CCE 10.5.x example):

Configure /LOAD 1 under PG Explorer. PG Cycle is required if there was a change in /LOAD parameter.

1.     Customer call disconnected, agent moved to WORK_READY state

2.     Administrator removed agent device from CUCM Application user

3.     Agent closing CTIOS/Finesse desktop

4.     Administrator added agent device to the Application user

5.     Agent logged in and taking calls

6.     Disconnect customer call

7.     Agent won't go to WORK_READY, instead moved to READY

8.     Receives 2nd customer call

9.     Customer call disconnected

10.  Agent won't go to WORK_READY, instead moved to READY


Workaround: None

Further Problem Description:

 

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