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.
This ES has to applied on top of ES7
for 12.5(1) “ICM12.5(1)_ES7 - ES
- ES with WxM and XML features”.
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. 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. 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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