About this Document

This document provides installation instructions for Unified CCE 12.0(1) ES33. 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:

• Sign Up for Email Notification of New Field Notices
• About Cisco Unified CCE (and Unified CCE Engineering Specials)
• Unified CCE Compatibility and Support Specifications
• Unified CCE Engineering Special Installation Planning
• Installing Unified CCE 12.0(1) ES33
• Obtaining Documentation
• Obtaining Technical Assistance

Sign Up for Email Notification of New Field Notices

In the Product Alert Tool, you can set up profiles to receive email notification of new Field Notices, Product Alerts, or End of Sale information for your selected products.

The Product Alert Tool is available at https://www.cisco.com/cisco/support/notifications.html.

About Cisco Unified CCE (and Unified CCE Engineering Specials)

Unified CCE Compatibility and Support Specifications

Unified CCE Version Support

·      Unified CCE 12.0(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 12.0(1) ES33 on these Unified CCE components:

·      Outbound (Campaign Manager, BAImport and Dialer)

Unsupported Unified CCE Components

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

·       Outbound (Campaign Manager, BAImport and Dialer)

 

Important Information

 

This Engineering Special introduces a new Call Result for the Dialer outbound calls. This new Call Result will be updated in both Dialer_Detail and Dialing List (DL) tables.

 

New Call Result	Description	Reporting Column	Counted as Attempt?	Detected Live Voice?	Retry Action
33	Agent timed-out accepting preview or personal callback call	None	No	No	No Answer

 

Notes: The above table follows the format of CallResults Table in the Outbound Option Guide for Unified Contact Center Enterprise, Release 12.0(1). Refer this document for more information about Call Results for Dialer outbound calls.

Unified CCE Engineering Special Installation Planning

Installing Unified CCE 12.0(1) ES33

Installation of this patch requires that all Unified CCE services be shut down during the entire period of installation. It is always recommended to install this ES during a scheduled downtime.

 

1. Using the Unified CCE Service Control, stop all the Unified CCE Services running on the system.
2. Launch the installer provided for the ES33 and follow the instructions on the screen.

 

If the Unified CCE Services are set to manual, using the Unified CCE Service Control, start all the Unified CCE Services.

Uninstall Directions for Unified CCE 12.0(1) ES33

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:

• Resolved Caveats in Unified CCE 12.0(1) ES33

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 12.0(1) ES33

This section lists caveats specifically resolved by Unified CCE 12.0(1) ES33.

Index of Resolved Caveats

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

Identifier	Severity	Component	Headline
CSCvp73847	2	outbound	Outbound Dialer does not retry Personal Callback
CSCvp75515	2	outbound	Outbound Dialer does not retry Personal Callback record when no agent available
CSCvq36093	2	outbound	UCCE 12.0 - SIP Dialer SIP Invite SDP doesn't include G711a (PT 8) payload type in m-line

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

 

Defect Number: CSCvp73847

Component: outbound

Severity: 2

Headline: Outbound Dialer does not retry Personal Callback

Symptom: UCCE Outbound Dialer doesn't retry Personal Callback record

Conditions: Happens when an Outbound Agent doesn't ACCEPT/REJECT personal callback reservation till PreviewReservationTimeout

Workaround: None

Further Problem Description:

Defect Number: CSCvp75515

Component: outbound

Severity: 2

Headline: Outbound Dialer does not retry Personal Callback record when no agent available

Symptom: Outbound Dialer does not retry Personal Callback record when no agent available

Conditions: Happens when Reschedule Callback mode is configured as "Use Campaign DN" and particular personal callback agent in LOGOUT state.

Workaround: NA

Further Problem Description:

Defect Number: CSCvq36093

Component: outbound

Severity: 2

Headline: UCCE 12.0 - SIP Dialer SIP Invite SDP doesn't include G711a (PT 8) payload type in m-line

Symptom: UCCE 12.0 Dialer doesn't include g711a (Payload type 8) in the m-line of the SDP contained in the SIP Invite. Sample SDP: v=0 o=CiscoSystemsSIP-GW-UserAgent 2884 2524 IN IP4 172.19.155.41 s=SIP Call c=IN IP4 0.0.0.0 t=0 0 m=audio 19994 RTP/AVP 0 101 a=rtpmap:0 PCMU/8000 a=rtpmap:8 PCMA/8000 a=rtpmap:101 telephone-event/8000 a=fmtp:101 0-16 a=ptime:20

Conditions: If G711a is hardcoded on the Gateway's incoming dial-peer, calls will fail with 488 Not Acceptable Media.

Workaround: Set the incoming dial-peer to G711u Invoke a Transcoder on the Cube to transcode from G711u to G711a.

Further Problem Description:

 

 

Caveats resolved in earlier ESs and included as part of ICM12.0(1) ES33:

 

ES#	Identifier	Severity	Component	Headline
29	CSCvp31885	3	outbound	Dialer not reserving more agents though records, ports, and agents are available
28	CSCvn65050	3	outbound	Improve SQL replication performance for overwrite imports, and doc limitations

 

Obtaining Documentation

You can access current Cisco documentation on the Support pages at the following sites:

• https://www.cisco.com
• https://www-china.cisco.com
• https://www-europe.cisco.com

Documentation Feedback

To provide comments about this document, send an email message to the following address:

contactcenterproducts_docfeedback@cisco.com

We appreciate your comments.

Obtaining Technical Assistance

Cisco.com is a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC site.

Cisco.com

Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. You can also resolve technical issues with online technical support and download software packages. Valuable online skill assessment, training, and certification programs are also available.

Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.

Technical Assistance Center

The Cisco TAC site is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.

Contacting TAC by Using the Cisco TAC Site

If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to https://www.cisco.com/c/en/us/support/index.html.

P3 and P4 level problems are defined as follows:

• P3--Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.
• P4--You need information or assistance on Cisco product capabilities, product installation, or basic product configuration.

In each of the above cases, use the Cisco TAC site to quickly find answers to your questions.

If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following site: https://mycase.cloudapps.cisco.com/create/start/

CContacting TAC by Telephone

If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following sites:

• Enterprise and Service Provider Products--https://www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html
• Small Business Products--https://www.cisco.com/c/en/us/support/web/tsd-cisco-small-business-support-center-contacts.html

P1 and P2 level problems are defined as follows:

• P1--Your production network is down, causing a critical impact to business operations if service is not restored quickly. No workaround is available./li>
• P2--Your production network is severely degraded, affecting significant aspects of your business operations. No workaround is available.