About this Document

This document provides installation instructions for Unified CCE 12.5(1) ES7. 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)

This Engineering Special patch includes:

·       E-mail and SMS survey support for WebEx Experience Management for Voice calls

·       Survey support for Email/Chat conversations

·       XML Editor for Finesse Desktop layout

·       Defect Fixes

Unified CCE Compatibility and Support Specifications

Unified CCE Version Support

UCCE, PCCE and HCS 12.5(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 need to install Unified CCE 12.5(1) ES7 on these Unified CCE components:

Unsupported Unified CCE Components

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

Unified CCE Engineering Special Installation Planning

WebEx Experience Management for Voice Calls:

This ES contains WebEx Experience Management support for voice calls. Survey can be of type email or sms for calls routed using CVP.

To enable this Feature, following patches needs to be applied (apart from applying this ES for P/UCCE). Please refer to the install instructions of the specific component patch for additional details.

 

Component

Patch Details

CVP

ES-6 on 12.5(1)

CloudConnect

ES-1 on 12.5(1)

Finesse

ES-2 on 12.5(1)

Note:- Additionally, please install CCE ES19 to associate the survey with the last call type before the call is first connected to an agent

WebEx Experience Management for Email/Chat:

This ES contains WebEx Experience Management support for Email/Chat conversations. Survey can be of type inline survey weblink for email/chat conversations.

To enable this Feature, following patches needs to be applied (apart from applying this ES for P/UCCE). Please refer to the install instructions of the specific component patch for additional details.

 

Component

Patch Details

ECE

ES-1 on 12.5(1)

CloudConnect

ES-1 on 12.5(1)

Finesse

ES-2 on 12.5(1)

Note:- Additionally, please install CCE ES19 to associate the survey with the last call type before the call is first connected to an agent

XML Editor for Finesse Desktop layout:

You can now edit the Desktop Layout section with better editors in PCCE deployment. This section includes default desktop layout XML that is defined in Desktop > Resources > Desktop Layout.


Two editors have been added to make the changes easier. Text Editor and an UI Editor.

·       Text Editor: Has collapsible nodes, autocomplete, search, XML code highlight features.

·       UI Editor: Is a visual representation of the XML data and can be edited as well.

 

Defect Fixes:

Identifier

Severity

Component

Headline

CSCvs85018

2

dbconfig

Finesse gadget is not loading in CCEAMDIN in PCCE labonly mode

CSCvs64183

3

dbconfig

PCCE registration of SSO clients fail in SPOG

CSCvs77949

3

dbconfig

Agents with TraceON enabled for 12k is 400 in Doc vs 100 in System Capacity (pcce webadmin)

CSCvs96235

3

dbconfig

PCCE exeeded configuration limit should not trigger Service Busy state

CSCvt09634

3

dbconfig

PCCE 4K/12K day 1 validations are not exercised for both Main Site and Remote Sites

CSCvu00949

3

dbconfig

SPOG: Cloud Connect Integration page not working in Lab Only mode

CSCvt07963

5

dbconfig

[VPAT Observation] Keyboard visual focus is not visible on some elements

CSCvs48546

3

template

SSO supervisor : cceadmin fails to load due to bundle mismatch

CSCvs56462

3

template

Miscellaneous page fails to load with InternalServerError when there are no NetworkVRU's in system

CSCvt05248

3

template

In 4k, While deleting a peripheral set, the validation errors are not getting listed in UI

CSCvs77189

2

web.config.ui

Cannot Switch to HCS 4K Deployment if Total Dialed Numbers on All CVP Route Clients Exceeds 4000

CSCvt01048

3

web.config.ui

CVP shows OUT_OF_SYNC every 10 mins after CloudConnectInventoryScanner

Installing Unified CCE 12.5(1) ES7

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.

1.        Using the ICM Service Control, stop all the ICM services running on the system.

2.        Launch the Installer provided for ES7 and follow the instructions on the screen.

3.      Check the version of tomcat installed by running <ICM HOME>\tomcat\bin\version.bat . If its 9.0.37 or higher, then do the following steps


4.        Using the ICM Service Control, start all ICM services again.

Uninstall Directions for Unified CCE 12.5(1) ES7

  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 12.5(1) ES7

This section lists caveats specifically resolved by Unified CCE 12.5(1) ES7.

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

Defect Number: CSCvs77189

Component: web.config.ui

Severity: 2

Headline: Cannot Switch to HCS 4K Deployment if Total Dialed Numbers on All CVP Route Clients Exceeds 4000


Symptom: When attempting to switch to HCS-4K deployment model, the user receives the following error: You have reached capacity for MAXIMUM_DIALED_NUMBERS_EXTERNAL. The limit is 4000 [name=MAXIMUM_DIALED_NUMBERS_EXTERNAL, max=4000, actual=####] When checking the number of Dialed Numbers configured, the number will be under 4000 per CVP peripheral.

Conditions: When the total number of Dialed Numbers on all CVP routing clients exceeds 4000.

Workaround: None

Further Problem Description: None

Defect Number: CSCvs85018

Component: dbconfig

Severity: 2

Headline: Finesse gadget is not loading in CCEAMDIN in PCCE labonly mode


Symptom: Finesse Gadget is not loading in CCEADMIN in PCCE labonly mode

Conditions: PCCE Deployment should be PCCE Labonly

Workaround:

Further Problem Description:

Defect Number: CSCvs48546

Component: template

Severity: 3

Headline: SSO supervisor : cceadmin fails to load due to bundle mismatch


Symptom: cceadmin fails to load due to bundle mismatch

Conditions: Login SSO enabled supervisor agent to finesse desktop first and launch cceadmin in new tab

Workaround: Open cceadmin in another browser or private session

Further Problem Description: None

 

Defect Number: CSCvs56462

Component: template

Severity: 3

Headline: Miscellaneous page fails to load with InternalServerError when there are no NetworkVRU's in system

Symptom: Miscellaneous page fails to load

Conditions: Avaya integration with PCCE 4k

Workaround: A dummy network VRU entry to be added

Further Problem Description: None

 

 

Defect Number: CSCvs64183

Component: dbconfig

Severity: 3

Headline: PCCE registration of SSO clients fail in SPOG


Symptom: On PCCE SPOG registration of CUIC, PCCE and Finesse fails. This happens even after click on Retry. There is no much information provided in PCCE tomcat logs for this issue

Conditions: This was tested in a PCCE lab only with all CCE components in one VM. Tested in 12.5 Drop5 and Golden drop.

Workaround: The issue seems to be related to ids2_url is blank which causes API request fail. Even though, there is no ids node 2 in these deployment. This is the work-around: Edit idsclientlib.conf on: cuic - /opt/cisco/cuic/cuicsrvr/lib/idsclientlib.conf ( requires root access ) finesse - /opt/cisco/desktop/finesse/lib/idsclientlib.conf ( requires root access ) pcceadmin - conf/idsclientlib.conf In the file make sure of ids2 has the url, same as ids1: ids1_url=https\://cuic.cc.lab\:8553/ids/v1/ ids2_url=https\://cuic.cc.lab\:8553/ids/v1/ Safe the file. After this registration worked for PCCE and CUIC but not for Finesse.

Further Problem Description: None

 

Defect Number: CSCvs77949

Component: dbconfig

Severity: 3

Headline: Agents with TraceON enabled for 12k is 400 in Doc vs 100 in System Capacity (pcce webadmin)


Symptom: Agents with TraceON enabled for 12k is 400 in Doc vs 100 in System Capacity (pcce webadmin)

Conditions: Agents with TraceON enabled for 12k

Workaround: None

Further Problem Description: None

 

Defect Number: CSCvs96235

Component: dbconfig

Severity: 3

Headline: PCCE exeeded configuration limit should not trigger Service Busy state


Symptom: When a Skill Groups/Precision Queues limit is exceeded, you will no long be able to do any configuration change. If you try to make any change to the user who is blocked, due to reaching a threshold, you will get "Server busy" error. And this also stops any reskilling from all agents for the next 15 minutes.

Conditions: Upgrade of PCCE to 12.0

Workaround: N/A

Further Problem Description: None

Defect Number: CSCvt01048

Component: web.config.ui

Severity: 3

Headline: CVP shows OUT_OF_SYNC every 10 mins after CloudConnectInventoryScanner


Symptom: CVP shows OUT_OF_SYNC every 10 mins after CloudConnectInventoryScanner

Conditions: Occurs only when Cloud Connect Subscriber is not present.

Workaround: Background jobs will bring CVP will automatically come back to IN_SYNC.

Further Problem Description: CVP shows OUT_OF_SYNC every 10 mins after CloudConnectInventoryScanner. Then in next 3 mins again CVP goes to IN_SYNC. In the tomcat logs, we see the following messages 0000313943: 10.20.10.10: Feb 10 2020 23:32:09.584 -0500: %CCBU_pool-1-thread-28-Infrastructure-199089-6-REST_API_INFO: CloudConnectInventoryScanner::performExternalCCPubScan: Updating Status from IN_SYNC to OUT_OF_SYNC for machine 5075CVP_WSM IN this setup there is only Primary CloudConnect added in SPOG

Defect Number: CSCvt05248

Component: template

Severity: 3

Headline: In 4k, While deleting a peripheral set, the validation errors are not getting listed in UI

Symptom: In 4k, While deleting a peripheral set, the validation errors are not getting listed in UI It just shows a generic message "Internal server error. Contact system admin...." This happens only in 12.5.2 code base. Checked in master. It works fine there.

Conditions: Happens when we delete a peripheral set

Workaround: None

Further Problem Description: None

 

Defect Number: CSCvt09634

Component: dbconfig

Severity: 3

Headline: PCCE 4K/12K day 1 validations are not exercised for both Main Site and Remote Sites


Symptom: PS specified validations are not run both during fresh install and when adding a Remote Site or Peripheral Set

Conditions: When performing PCCE 4K/12K fresh install, Remote Site addition.

Workaround: N/A

Further Problem Description: None

Defect Number: CSCvu00949

Component: dbconfig

Severity: 3

Headline: SPOG: Cloud Connect Integration page not working in Lab Only mode


Symptom: Cloud Connect Integration page in PCCE not working in Lab Only mode

Conditions: Only Cloud Connect Published is available for Analyzer

Workaround: NA

Further Problem Description:

Defect Number: CSCvt07963

Component: dbconfig

Severity: 5

Headline: [VPAT Observation] Keyboard visual focus is not visible on some elements


Symptom: Keyboard visual focus is not visible on some elements

Conditions: ? Select a high contrast scheme (High Contrast #1) from Windows Setting. Open Windows Settings > Easy of Access > High Contrast > Turn on high contrast and select High contrast #1 ? Visually inspect the pages[Overview page] Please refer attached doc for more details[ADR 1.4.3 T2 High-Contrast Schemes].

Workaround: Do not select high contrast scheme

Further Problem Description:

Resolved Caveats of Previous ES’s included in this Engineering Special

ES#

Identifier

Severity

Component

Headline

Comments

ES5

CSCvt61292 

3

aw.tools

ECC CTI variable size check enforcement to be relaxed and a warning be displayed if size is exceeded

 

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