This document provides installation instructions for Unified CCE 12.0(1) ES58. 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 section lists the Unified CCE components on which you can and cannot install this engineering special.
You can install Unified CCE 12.0(1) ES58 on these Unified CCE components:
Do not install this engineering special on any components other than:
· Agent PG
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.
Using the Unified CCE Service Control, stop all the Unified CCE Services running on the system.
Launch the installer provided for the ES58 and follow the instructions on the screen.
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 12.0(1) ES58.
Caveats in this section are ordered by UNIFIED CCE component, severity, and then identifier.
|
Identifier |
Severity |
Component |
Headline |
|
CSCvm42433 |
3 |
cg.ctiserver |
State change from NR Non ACD Busy to another NR causes timeout error |
|
CSCvr81353 |
2 |
pg.cucm |
Custom NotReady reason code reset to 0, when agent state changed to Wrapup during talking state |
|
CSCvp89209 |
3 |
pg.cucm |
Agents receive Error Code CTI-1 when ending a call finesse page unresponsive. |
|
CSCvq26916 |
2 |
pg.cucm.jtapi |
JTAPI Gateway process restarted unexpectedly and intermittently generates JRE memory dump |
|
CSCvq78870 |
3 |
pg.cucm.jtapi |
Agent can't login to the terminal if the terminal has a call with idle/disconnected/failed state |
|
CSCvq80059 |
3 |
pg.cucm.jtapi |
JGW does not send failure confirmation for Make Call Request |
|
CSCvs67053 |
2 |
pg.cucm |
Pending state Reason code not getting set to NotReady with a Reason code. |
Detailed list of Resolved Caveats in This Engineering Special
Caveats are ordered by severity then defect number.
Defect Number: CSCvq26916
Component: pg.cucm.jtapi
Severity: 2
Headline: JTAPI Gateway process restarted unexpectedly and intermittently generates JRE memory dump
Symptom: JTAPI Gateway (JGW) process restarts unexpectedly (with or without generating the JRE memory dump).
Conditions: Procmon command window is closed when the JGW process is populating/generating the results for the JIL procmon command.
Workaround: Wait for the JGW to complete the procmon JLI command processing before closing the procmon command window.
Further Problem Description:
Defect Number: CSCvr81353
Component: pg.cucm
Severity: 2
Headline: Custom NotReady reason code reset to 0, when agent state changed to Wrapup during talking state
Symptom: AgentEventDetail table shows wrong 'NotReady' reason code 0, instead of Custom NotReady reason code when Agent state is changed to 'WrapUp' manually during Talking state.
Conditions: When agent manually goes to 'WrapUp' state during 'Talking' state. Work mode on outbound: Optional
Workaround: Do not manually change the state to 'WrapUp'. Instead let the agent move to 'WrapUp' automatically. To achieve this set both incoming and outgoing work-mode to 'Required' in the Agent Desk Setting
Further Problem Description: This happens because when the agent state is changed to 'WrapUp pending' during talking, PIM resets the NotReady reason code to 0, from custom reason code, in this case reason code 13. Reason code is reset due to the following CSTAThirdPartyRequest. 18:50:17:292 PG1A-pim1 Trace: CSTASetAgentState: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000024 Dev=1161 AgentMode=WORK_NOT_READY AGID=1151 SG=-1(0xffffffff)) SSOEnabled = 0 PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=
Defect Number: CSCvm42433
Component: cg.ctiserver
Severity: 3
Headline: State change from NR Non ACD Busy to another NR causes timeout error
Symptom: Operation Time Out error seen when attempting NR (NON-ACD Busy) to another NR state
Conditions: Agent configured for ACD & Non-ACD DN and when agent is on a call on Non-ACD line
Workaround: Non feasible. Agent can wait for the error to disappear
Further Problem Description:
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.
Defect Number: CSCvq78870
Component: pg.cucm.jtapi
Severity: 3
Headline: Agent can't login to the terminal if the terminal has a call with idle/disconnected/failed state
Symptom: Agent login failed with error "Observing the address already".
Conditions: When logging into a line in a multiline enabled terminal and if the previous login request to any line in that terminal was failed because the terminal had a call with one of these states IDLE, DISCONNECTED and FAILED.
Workaround: Remove the affected device from PG user, then add it back.
Further Problem Description: Adding call observer while number of active call is 1 and connection state is IDLE/DISCONNECTED/FAILED, JGW sends the failed AddCallObserverResponse. But it does not remove all the lines from the observer (removes only the line that failed). This causes subsequent agent login requests to be failed with error "Observing the address already".
Defect Number: CSCvq80059
Component: pg.cucm.jtapi
Severity: 3
Headline: JGW does not send failure confirmation for Make Call Request
Symptom: Agent receives an error when making call immediately after a failed call.
Conditions: Call by Call Mobile Agent. If the previous call failed due to Unified CM can't connect/establish the call with the remote device.
Workaround: Have agent logout and log back in after failed call. Reset RCP ports.
Further Problem Description:
Defect Number: CSCvs67053
Component: pg.cucm
Severity: 2
Headline: Pending state Reason code not getting set after call ends
Symptom: Reason code for the Agent's NotReady state is lost once the call is completed.
Conditions: When Talking on a call, Agent sets the state to NotReady with a Reason code.
Workaround: None.
Further Problem Description:
This defect fixes a regression caused by defect CSCvr81353, which is included in this ES.
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