This document provides installation instructions for Unified CCE 11.6(2) ES48. 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) ES48 on these Unified CCE components:
· PG.CUCM.
Do not install this engineering special on the following components:
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.
If the Unified CCE Services are
set to manual, using the Unified CCE Service Control, start all the Unified CCE
Services.
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) ES48.
Caveats in this section are ordered by UNIFIED CCE component, severity, and
then identifier.
|
Identifier |
Severity |
Component |
Headline |
|
CSCvp89209 |
3 |
pg.cucm |
Agents receive Error Code CTI-1 when ending a call finesse page unresponsive. |
|
CSCvs39240 |
3 |
pg.cucm |
Finesse stuck in Talking state when caller hangs up while doing conference,CTI Error13 when end call |
Caveats are ordered by severity then defect number.
Defect Number: CSCvp89209
Component: pg.cucm
Severity: 3
Headline: Agents receive Error Code CTI-1 when ending a call finesse page unresponsive.
Symptom: Agents receive a Error Code CTI-1 when
ending a call and shows them as being on an active call when they are not. The
only way to get past this is to reboot. Which involves blind transfer of a
previously conferenced call.
Conditions: Which involves blind transfer of a previously conferenced call.
Workaround: Use consult transfer.
Further Problem Description: Example call flow:- ----------------------- 1.
PSTN user 32323224744 called to extn 1005 (not
associated PG user and not an agent phone) 2. 1005 called Queue number CTI RP
60100 by pressing Conference. 3. Agent ID 2002 extn
1009 answered the call. 4. 1005 committed conference. 5. 1005 disconnected from
the call. So, Agent 1009 and pstn user on call now.
6. Agent(1009) pressed direct transfer on finesse desktop and dialed 1007 (not associated PG user and not an agent phone)
7. Then call got cleared from Agent IP Phone. But the RETRIEVE and END buttons
appeared on Agent finesse desktop. 8. When I clicked RETRIEVE or END buttons,
then CTI-1 error is displayed. This is exactly what customer also seeing. 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.
Defect Number: CSCvs39240
Component: pg.cucm
Severity: 3
Headline: Finesse stuck in Talking state when caller hangs up while doing conference,CTI Error13 when end call
Symptom: Finesse user remain in Talking state and unable to change state
when caller hangs up while doing a conference, when click on end call button,
gets the CTI Error13.
Conditions: Called queue > Agent1 receives the call > Did consult to
Agent2 > Agent2 answers the call, both Agent1 & Agent2 are talking and
are in Talking state, Agent1 clicks on Transfer to bring the caller in
conference however at the same time caller disconnected the call. Now Agent1
state changes to wrap-up and Agent2 state remain in Talking, unable to change
state on Agent2, when tried to click on end call on Finesse Agent2, gets the
CTI Error13. This can happen on either of the Agents. Only way to reset the
agent state is to reset the Jabber device. We also tested it without wrap-up
and issue still happens.
Workaround: None
Further Problem Description: close to defect CSCvd90034 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.
Caveats
resolved in earlier ESs and included as part of Unified CCE 11.6(2) ES48:
|
ES# |
Identifier |
Severity |
Component |
Headline |
||
|
1 |
CSCvo85956 |
3 |
|
Agent not getting wrap-up mode in transfer call |
||
|
16 |
CSCvr01146 |
2 |
pg.cucm |
Agent could not login after initial logon attempt timed out |
||
|
23 |
CSCvs20847 |
2 |
pg.cucm |
Call not considered as handled for consult call in case of reverse transfer scenario |
||
|
27 |
CSCvr81353 |
2 |
pg.cucm |
Custom NotReady reason code reset to 0, when agent state changed to Wrapup during talking state |
||
|
27 |
CSCvq26916 |
2 |
pg.cucm.jtapi |
JTAPI Gateway process restarted unexpectedly and intermittently generates JRE memory dump |
||
|
27 |
CSCvq78870 |
3 |
pg.cucm.jtapi |
Agent can't login to the terminal if the terminal has a call with idle/disconnected/failed state |
||
|
27 |
CSCvq80059 |
4 |
pg.cucm.jtapi |
JGW does not send failure confirmation for Make Call Request |
||
|
33 |
CSCvs67053 |
3 |
pg.cucm |
Pending state Reason code not getting set after call ends |
||
|
35 |
CSCvs80634 |
2 |
pg.cucm.jtapi |
Mobile Agent call disconnects intermittently |
||
|
44 |
CSCvp13531 |
3 |
pg.cucm |
Auto answer enabled for direct extension calls when Agent is in Wrap-up' mode. |
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