This document provides
installation instructions for Unified CCE 12.5(1) ES19. 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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This ES
modifies the algorithm to pick the CallType for WxMSurvey. Previously the
survey associated with first CallType used to be picked. However, it was found
that many times the first CallType is actually a default CallType which provide
only the first level of categorization of contacts, and administrator write
scripts to route contacts differently depending on their call type. Now survey is
picked for the last call type before the call is first connected to an agent
(CONNECT sent to initial routing client). If no survey is configured for this
CallType, no survey will be triggered.
Pre-requisite:
ES7 for 12.5(1) “ICM12.5(1)_ES7 - ES
- ES with WxM and XML features” has
to be installed prior to installing this ES. Refer to the ES7 release notes for
details.
12.5(1)
This section lists the
Unified CCE components on which you can and cannot install this engineering
special.
You can install Unified CCE
12.5(1) ES19 on these Unified CCE components:
· Router
Do not install this
engineering special on any components other than:
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 ES19
and follow the instructions on the screen.
3.
If
the Unified CCE Services are set to manual, using the Unified CCE Service
Control, start all the Unified CCE Services.
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.
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 12.5(1) ES19.
Caveats in this section are
ordered by UNIFIED CCE component, severity, and then identifier.
|
Identifier |
Severity |
Component |
Headline |
|
CSCvv19935 |
2 |
router |
Mid
Call CallType Change breaks WxM
survey Call Flow |
Caveats are ordered by
severity then defect number.
Defect Number: CSCvv19935
Component: router
Severity: 2
Headline: Mid Call CallType
Change breaks WxM survey Call Flow
Symptom: Mid Call CallType Change
breaks WxM survey Call Flow.
Conditions: Happens when the survey is configured to the first CallType and
there is change in CallType during the call flow Initial DN -> CallType
(Survey Configured) -> Map this to Routing Script .
In this case CXSurveyInfo returns survery
ID properly Initial DN -> CallType (Survey Configured) -> Mapped to
initial script, from there we target the routing script through goto script node . In this case CXSurveyInfo returns survey ID as -1
Workaround: CalLType change using go-to script
node
Further Problem Description: Only one call type can be associated. If the
CallType changes, then survey information is lost. If survey is configured for
any other CallTypes, apart from the first CallType,
it breaks the survey call flow and Router asserts. This can happen if CallType
changes before sending AgentConnect to CVP
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