About this Document

This document provides installation instructions for Unified CCE 12.0(1) ES53. 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

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

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) ES53 on these Unified CCE components:

Unsupported Unified CCE Components

Do not install this engineering special on the following components:

 

 

Unified CCE Engineering Special Installation Planning

Installing Unified CCE 12.0(1) ES53

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 ES53 and follow the instructions on the screen.

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

Uninstall Directions for Unified CCE 12.0(1) ES53

  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 12.0(1) ES53

This section lists caveats specifically resolved by Unified CCE 12.0(1) ES53.

Index of Resolved Caveats

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

Identifier

Severity

Component

Headline

CSCvu46483

2

cg.ctiserver

After agent logout from digital MRDs, CTI Server still shows agent AS_NOT_READY

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

Defect Number: CSCvu46483

Component: cg.ctiserver

Severity: 2

Headline: After agent logout from digital MRDs, CTI Server still shows agent AS_NOT_READY


Symptom: Agent state in CTI Server shows AS_NOT_READY even though agent has logged out of the MRDs. This can be seen by using procmon to the CTI Server, then using dagent to display the agent state. Agents using a third-party task routing client may be unable to login from time-to-time with a message of "Agent in invalid state."

Conditions: CTI Server 12.x with digital MRDs.

Workaround: Restart the CTI Server

Further Problem Description: Example output below: 1. Agent logged in, Not Ready in any MRD: >>>>dagent 12511002 AgentID=12511002 PeripheralID=5000 PeripheralType=30(EnterpriseAgent) SkillTargetID=5012 AgentTeamID=5001 FirstName = Agent, LastName = One, SSOEnabled=0, VerificationStatus=78, LoginName = agent1 ExtensionNumber= 1621212025 InstrumentNumber= 1621212025 Signature=Finesse Supervisor=F OverallState=AS_NOT_READY OverallDuration=47 CurLine=0 CurGroup=3 SkillGroup[0]: State=AS_NOT_READY Number=0xa6c7 (No 42695 Pri 0) ID=5000 Duration=47 SkillGroup[1]: State=AS_NOT_READY Number=0x1316c4 (No 1251012 Pri 0) ID=5016 Duration=47 SkillGroup[2]: State=AS_NOT_READY Number=0x1316c5 (No 1251013 Pri 0) ID=5017 Duration=47 *SkillGroup[3]: State=AS_NOT_READY Number=0x1316b9 (No 1251001 Pri 0) ID=5024 Duration=47 MRD[0]: State=AS_NOT_READY ID=1 MRD[1]: State=AS_NOT_READY ID=5000 MRD[2]: State=AS_NOT_READY ID=5001 MRD[3]: State=AS_NOT_READY ID=5002 2. Agent logged in and ready in both voice and digital MRDs: >>>>dagent 12511002 AgentID=12511002 PeripheralID=5000 PeripheralType=30(EnterpriseAgent) SkillTargetID=5012 AgentTeamID=5001 FirstName = Agent, LastName = One, SSOEnabled=0, VerificationStatus=78, LoginName = agent1 ExtensionNumber= 1621212025 InstrumentNumber= 1621212025 Signature=Finesse Supervisor=F OverallState=AS_AVAILABLE OverallDuration=7 CurLine=0 CurGroup=3 SkillGroup[0]: State=AS_AVAILABLE Number=0xa6c7 (No 42695 Pri 0) ID=5000 Duration=7 SkillGroup[1]: State=AS_AVAILABLE Number=0x1316c4 (No 1251012 Pri 0) ID=5016 Duration=7 SkillGroup[2]: State=AS_AVAILABLE Number=0x1316c5 (No 1251013 Pri 0) ID=5017 Duration=7 *SkillGroup[3]: State=AS_AVAILABLE Number=0x1316b9 (No 1251001 Pri 0) ID=5024 Duration=7 MRD[0]: State=AS_AVAILABLE ID=1 MRD[1]: State=AS_NOT_ACTIVE ID=5000 MRD[2]: State=AS_NOT_ACTIVE ID=5001 MRD[3]: State=AS_NOT_READY ID=5002 3. Agent logged out of digital MRDs, still ready in voice MRD: >>>>dagent 12511002 AgentID=12511002 PeripheralID=5000 PeripheralType=30(EnterpriseAgent) SkillTargetID=5012 AgentTeamID=5001 FirstName = Agent, LastName = One, SSOEnabled=0, VerificationStatus=78, LoginName = agent1 ExtensionNumber= 1621212025 InstrumentNumber= 1621212025 Signature=Finesse Supervisor=F OverallState=AS_AVAILABLE OverallDuration=27 CurLine=0 CurGroup=3 SkillGroup[0]: State=AS_AVAILABLE Number=0xa6c7 (No 42695 Pri 0) ID=5000 Duration=27 SkillGroup[1]: State=AS_AVAILABLE Number=0x1316c4 (No 1251012 Pri 0) ID=5016 Duration=27 SkillGroup[2]: State=AS_AVAILABLE Number=0x1316c5 (No 1251013 Pri 0) ID=5017 Duration=27 *SkillGroup[3]: State=AS_AVAILABLE Number=0x1316b9 (No 1251001 Pri 0) ID=5024 Duration=27 MRD[0]: State=AS_AVAILABLE ID=1 MRD[1]: State=AS_NOT_READY ID=5000 MRD[2]: State=AS_NOT_READY ID=5001 MRD[3]: State=AS_NOT_READY ID=5002 4. Agent logged out of all MRDs: >>>>dagent 12511002 AgentID=12511002 PeripheralID=5000 PeripheralType=30(EnterpriseAgent) SkillTargetID=5012 AgentTeamID=5001 FirstName = Agent, LastName = One, SSOEnabled=0, VerificationStatus=78, LoginName = agent1 ExtensionNumber=(1621212025) InstrumentNumber=(1621212025) Signature= Supervisor=F OverallState=AS_LOG_OUT OverallDuration=9 CurLine=-1 CurGroup=3 SkillGroup[0]: State=AS_LOG_OUT Number=0xa6c7 (No 42695 Pri 0) ID=5000 Duration=9 SkillGroup[1]: State=AS_LOG_OUT Number=0x1316c4 (No 1251012 Pri 0) ID=5016 Duration=9 SkillGroup[2]: State=AS_LOG_OUT Number=0x1316c5 (No 1251013 Pri 0) ID=5017 Duration=9 *SkillGroup[3]: State=AS_LOG_OUT Number=0x1316b9 (No 1251001 Pri 0) ID=5024 Duration=9 MRD[0]: State=AS_LOG_OUT ID=1 MRD[1]: State=AS_NOT_READY ID=5000 MRD[2]: State=AS_NOT_READY ID=5001 MRD[3]: State=AS_NOT_READY ID=5002 In the 3rd and 4th examples above, MRD[1],MRD[2], and MRD[3] should all read "AS_LOG_OUT".

 

Caveats resolved earlier ESs and included as part of CCE 12.0(1) ES53

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

Identifier

Severity

Component

Headline

CSCvu46688

1

cg.ctiserver

Finesse out of Service after upgrading CTISVR from 11.6 to 12.0

CSCvq30489

2

cg.ctiserver

OPC/CTISVR converts Multi-byte UTF-8 characters (Chinese/Japanese/Korean) to Question Mark "?"

 

Obtaining Documentation

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

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:

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/

Contacting 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:

P1 and P2 level problems are defined as follows: