About this Document

This document provides installation instructions for Unified CCE 11.6(1) ES42. 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 behavior.

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

Unified CCE 11.6(1) ES42 can be installed on CCE 11.6(1) with ot without any other ES already applied.

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 11.6(1) ES42 on these Unified CCE components:

Unsupported Unified CCE Components

Do not install this engineering special on the following components:

Unified CCE Engineering Special Installation Planning

Installing Unified CCE 11.6(1) ES42

To install Unified CCE 11.6(1) ES42 launch setup and follow instructions.

Uninstall Directions for Unified CCE 11.6(1) ES42

  1. To uninstall this patch, go to Control Panel.
  2. Select "Add or Remove Programs".
  3. Find the installed patch in the list and select "Remove".

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 11.6(1) ES42

This section lists caveats specifically resolved by Unified CCE 11.6(1) ES42.

Index of Resolved Caveats

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

Identifier

Severity

Component

Headline

CSCvk41834

2

pg.cucm.jtapi

PIM failover due to JGW exception for a call.

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

Defect Number: CSCvk41834

Component: pg.cucm.jtapi

Severity: 2

Headline: PIM failover due to JGW exception for a call.


Symptom: JGW do not receive "ConnCreatedEv", "CallCtlConnEstablishedEv" for source Addr (calling number) from CUCM (CTI Manager) for one of the calls as result there is no "setmySourceConnection". See below log snip. 14:47:26:151 PG8B-jgw1 Trace: Queueing Unfinished DeliveredMessage CID: 66177880 because of missing source connection. This missing source connection is causing JGW exception ,taking the PIM offline impacting all the logged in agents. JGW should be able to handle the exception gracefully. 14:47:28:177 PG8B-jgw1 Trace: java.lang.Exception. 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.util.EMSWrapper.EMSFailMessage(Unknown Source). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.jgw.PIMConnection.sendMsg(PIMConnection.java:1130). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco 14:47:28:176 PG8B-jgw1 Trace: Call to termConn[66177880,1830608,SEP0057D2D052CD].answer() encountered exception. com.cisco.jtapi.InvalidStateExceptionImpl: Request did not meet pre-conditions.. 14:47:28:186 PG8B-pim1 Notifying 'out of service' to OPC: ThreadManager::ClearActivated: JTAPI Application Protocol Receiver thread failed.. 14:47:29:212 PG8B-pim1 Process PIM set idle request: peripheral: 5067, going idle.

Conditions: When there is no "ConnCreatedEv", "CallCtlConnEstablishedEv" for source Addr (calling number) from CUCM (CTI Manager)

Workaround: None

Further Problem Description: First there is MsgAnswer from PIM then there is JGW exception, then the answer() api exception followed by pim failover. //Answer message// 14:47:28:153 PG8B-jgw1 Trace: MsgAnswerCall: AlertCID: 66177880 AlertConnDevID: 1830608/1 AnsDevID: 1830608/0 InvID: 603756738. // JGW exception // 14:47:28:177 PG8B-jgw1 Trace: java.lang.Exception. 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.util.EMSWrapper.EMSFailMessage(Unknown Source). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.jgw.PIMConnection.sendMsg(PIMConnection.java:1130). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.jgw.PIMConnection.SendPIMMessage(PIMConnection.java:1177). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.jgw.jtapi.JTapiObj.sendPIMEventMessage(JTapiObj.java:11323). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.jgw.jtapi.MyCall.sendQueuedUnfinishedAlertingMessage(MyCall.java:905). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.jgw.jtapi.JTapiObj.handleCallCtlConnEstablished(JTapiObj.java:7655). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.jgw.jtapi.JTapiObj.callChangedEventImplementation(JTapiObj.java:1460). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.icm.jgw.jtapi.JTapiObj.callChangedEvent(JTapiObj.java:1097). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.jtapi.ObserverProxy.Z(CTQF). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.jtapi.ObserverThread.messageReceived(CTQF). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.cti.util.MessageThread.append(CTQF). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.cti.util.MessageThread.CTQF(CTQF). 14:47:28:177 PG8B-jgw1 Trace: at com.cisco.cti.util.MessageThread.run(CTQF). // Answer() api exception// 14:47:28:176 PG8B-jgw1 Trace: Call to termConn[66177880,1830608,SEP0057D2D052CD].answer() encountered exception. com.cisco.jtapi.InvalidStateExceptionImpl: Request did not meet pre-conditions.. // PIM going idle// 14:47:28:178 PG8B-pim1 Unexpected application protocol message: ??? (0) received from JTAPI Gateway. 14:47:28:178 PG8B-pim1 Unexpected application protocol message: ??? (0) received from JTAPI Gateway. 14:47:28:180 PG8B-pim1 Unexpected application protocol message: ??? (1023) received from JTAPI Gateway. 14:47:28:181 PG8B-pim1 Protocol Error. Length of message received from JTAPI Gateway: -158 exceeds the maximum: 65535. 14:47:28:186 PG8B-pim1 Notifying 'out of service' to OPC: ThreadManager::ClearActivated: JTAPI Application Protocol Receiver thread failed.. 14:47:29:212 PG8B-pim1 Process PIM set idle request: peripheral: 5067, going idle. ## Working Sample ### ConnCreatedEv CID: 16778283 (1067/1) Addr: 4001 CurCalling: 9999145034 CallCtlConnOfferedEv CID: 16778283 Addr: 4001 Calling: 9999145034 ConnCreatedEv CID: 16778283 (1067/1) Addr: 9999145034 CurCalling: 9999145034 ========== missing event in non-working for source Addr (calling) : handleConnCreated CID: 16778283 set mySourceConnection. CallCtlConnEstablishedEv CID: 16778283 Addr: 9999145034 ============ missing event in non-working for source Addr (calling) CallCtlConnAlertingEv CID: 16778283 Addr: 4001 CallCtlConnEstablishedEv CID: 16778283 Addr: 4001 Calling: 9999145034 ## Non-Working Scenario ## 14:47:25:962 PG8B-jgw1 Trace: ConnCreatedEv CID: 66177880 (15846232/3) Addr: 1830608 CurCalling: Unknown 14:47:25:962 PG8B-jgw1 Trace: CallCtlConnOfferedEv CID: 66177880 Addr: 1830608 Calling: Unknown 14:47:26:151 PG8B-jgw1 Trace: CallCtlConnAlertingEv CID: 66177880 Addr: 1830608 14:47:28:154 PG8B-jgw1 Trace: CallCtlConnEstablishedEv CID: 66177880 Addr: 1830608 Calling: Unknown

 

Resolved Caveats in previous ES and included in Unified CCE 11.6(1) ES42

Index of Resolved Caveats

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

Identifier

Severity

Component

Headline

CSCvf59905

3

pg.cucm.jtapi

Finesse agents get frozen for 60 seconds while waiting for response to Clear Connection request.

 

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