This document provides installation instructions for Unified CCE 11.5(1) ES41. 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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You can install Unified CCE 11.5(1) ES41 on these Unified CCE components:
Do not install this engineering special on the following components:
Installation of this patch requires the all ICM services to be shut down during the entire period of installation. It is always recommended to install this ES during a scheduled downtime.
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.
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.
This section lists caveats specifically resolved by Unified CCE 11.5(1) ES41.
| Identifier | Severity | Component | Headline |
|---|---|---|---|
| CSCvm01449 | 3 | pg.cucm | Agent stuck in talking state |
| CSCvk72921 | 3 | pg.cucm | Consulted agent stuck in reserve after transfer using hunt pilot extension |
Caveats are ordered by severity then defect number.
Defect Number: CSCvk72921
Component: pg.cucm
Severity: 3
Headline: Consulted agent stuck in reserve after transfer using hunt pilot extension
$$PREFCSDefect Number: CSCvm01449
Component: pg.cucm
Severity: 3
Headline: Agent stuck in talking state
$$IGNOREDetailed list of
Resolved Caveats in Earlier ESs and
included as a part of this Engineering Special
Caveats
are ordered by severity then defect number.
|
ES# |
Identifier |
Severity |
Component |
Headline |
|
26 |
CSCvf78757 |
2 |
pg.cucm
|
CUCM
PG (EAPIM) crash during Network Blind Transfer call flow |
|
30 |
CSCvf67430 |
3 |
pg.cucm |
Logout non-activity timer is not reset when Not Ready reason code is changed |
|
30 |
CSCve75922 |
3 |
pg.cucm
|
Agents
not sent to wrapup after device failure with LOAD 1 |
|
35 |
CSCvc41262 |
3 |
pg.cucm |
Agent State moves to READY even with CVP RNA NOT_READY Agent desk settings |
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:
Defect
Number: CSCvc41262
Component:
pg.cucm
Severity:
3
Headline:
Agents not sent to wrapup after device failure with
LOAD 1
Symptom: Agent State moves to Ready state post CVP RNA
Conditions: 1. Agent Desk Settings both RNA timer and RNA DialedNumber is blank
2. Post CVP RNA if an agent makes Outbound call (or received internal call).
1.
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.,
2.
Condition 1 and (Condition 2 or 3 )
Workaround:
2.
Condition 2: If wrap up timer configured, after call disconnected and if agent still needs to be in NOT_READY, Agent
2.
can click on NOT_READY button before wrap-up timer expires.
2.
Condition 3: No workaround.
Further Problem Description:
2.
Condition2: 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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