This document provides installation instructions for ICM10.5(3) ES38. 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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ICM10.5(3)
This section lists the ICM components on which this engineering special can be installed, and those on which it cannot.
ICM10.5(3) ES38 is compatible with and should be installed on these ICM components:
Do not install this engineering special other than PG.
Installation of this patch requires the all ICM services to be stop 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 ES38 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(3) ES38.
Identifier |
Severity |
Component |
Headline |
CSCvc41262 |
3 |
PG.cucm |
Agent State moves to READY even with CVP RNA NOT_READY Agent desk settings |
Defect Number: CSCvc41262
Component: PG.cucm
Severity: 3
Headline: Agent State moves to READY even with CVP RNA NOT_READY Agent desk settings
Symptom: Agent State moves to Ready state post CVP RNA
Conditions:
Condition 1. Agent Desk Settings both RNA timer and RNA DialedNumber is blank
Condition 2. Post CVP RNA if an agent makes Outbound call (or received internal call)
Condition 3. Call doesn't deliver to an Agent and CVP RNA triggered. It can due to Phone unresponsive, connectivity issue between CVP and CUCM etc.,
Condition 1 and (Condition 2 or 3 )
Workaround:
From above conditions workarounds are as below:
Condition 2: If wrap up timer configured, 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.
Condition 3: No workaround.
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 behavior is to retain the post RNA state of Not-Ready until the Agent manually moves to Ready.
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