This document provides installation instructions for Unified CCE 11.6(2) ES8. 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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· Unified CCE 11.6(2)
This section lists the Unified CCE components on which you can and cannot install this engineering special.
You can install Unified CCE 11.6(2) ES8 on these Unified CCE components:
Do not install this engineering special on any component other than:
Installation
of this patch requires that all Unified CCE Outbound Option Dialer services be
shut down during the entire period of installation. It is always recommended to
install this ES during a scheduled downtime.
Using
the Unified CCE Service Control, stop all the Unified CCE Outbound Option
Dialer Services running on the system. Launch the installer provided for the
ES8 and follow the instructions on the screen.
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 11.6(2) ES8.
Caveats in this section are ordered by UNIFIED CCE component, severity, and
then identifier.
|
Identifier |
Severity |
Component |
Headline |
|
CSCvp31885 |
3 |
outbound |
Dialer
not reserving more agents though records, ports, and agents are available |
Caveats are ordered by severity then defect number.
Defect Number: CSCvp31885
Component: outbound
Severity: 3
Headline: Dialer not reserving more agents though records, ports, and agents are available
Symptom: 1. A
subset of agents sit in available state even though records and ports are
available for dialing. 2. Increase in %NotActive time
for outbound dialer skill groups.
Conditions: Outbound Solution predictive campaign Number of additional
agents to reserve is less than or equal to the number of agents currently
reserved for dialing. 2 agents were available. The problem was exacerbated in
this test environment by setting records to cache to 1 for the campaign
allowing only one additional agent to be reserved at a time. Problem would be
less noticeable if records to cache was set to 10 or 100. Problem would be
noticeable in a campaign where large number of agents are reserved, and a few
agents in the campaign were in idle state. New agents would not be reserved until
number of agents available that need to be reserved is greater than the number
of agents currently reserved for dialing for this campaign. The number will
eventually dwindle as customers are reached, but the mechanism is inefficient.
Workaround: NA
Further Problem Description: Getting
the Patch: The following links take you to an emergency patch, called an
Engineering Special or ES. These emergency patches are meant for deployments
that are actively encountering a specific problem and cannot wait for a formal
release to include a fix. An ES receives limited testing compared to a formal
release. Installing an ES on a production system poses a risk of instability
due to that limited testing. If you are not directly experiencing this problem,
wait to install a major, minor, or maintenance release that includes the fix
for this issue. If you experience this problem and cannot wait for a later
formal release, select the ES that matches the base release of your deployment.
The base release is the front part of the ES name. Only install an ES that
matches the release that your deployment runs. Always read the release notes or
Readme file before running the patch installer.
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P1 and P2 level problems are defined as follows: