This document provides
installation instructions for Unified CCE 12.6(1) ES11. 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
12.6(1) ES11 on these Unified CCE components:
Do not install this engineering
special on any component other than:
1. Download the patch and copy
the patch to the local server where patch is going to be installed.
2. Stop
all ICM services and applications running on the server.
3. Run
the patch installer exe and follow the instructions.
4. Reboot
the server on successful completion of the patch install.
5. Start
the ICM 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 12.6(1) ES11.
Caveats in this section are
ordered by Unified CCE component, severity, and then identifier.
|
|
Severity |
Component |
Headline |
|
CSCvq11852 |
2 |
pg.opc |
Chat and emails don't get assigned to agents even though they are available |
Defect Number: CSCvq11852
Severity: 2
Headline: Chat and emails don't get
assigned to agents even though they are available
Symptom: After
Public network disconnection, one side Router loses connectivity with its PGs. This triggers other router side to bring the
Application path down and thereby all associated agents are moved to status
'D'. Router sees Media Routing Domain as unavailable as reported by Application
path. 1. Router marks those agent statuses to 'D'. It should not show as ICMAvailable in RTTEST agent_status
and in Script editor as well. This is misleading. 2. Since Router A is ACTIVE
and processing calls, need to handle the same when only Router B disconnects.
Conditions: Public network flapping,
disconnecting or connecting between Router and PGs
10:15:46:635 rb-ccag Device: PG02, disconnected.
10:23:42:562 rb-ccag Device: PG02, disconnected.
10:23:46:561 rb-ccag Device: PG01, disconnected.
10:26:57:996 rb-ccag Device: PG01, disconnected.
Other side router
moved the Agent state in chat and email to D
19:52:30:979 ra-rtr Trace: Agent XXXX from PG domain XXXX. [na-0:1,RD**] to [na-0:1,D*]
19:52:30:979 ra-rtr Trace: Agent XXXX from PG domain XXXX
. [na-0:1,D*] to [nr-0:1,D*]
19:52:30:979 ra-rtr Trace: Agent XXXX ended temp-unavail
in domain XXXX . State changed from [nr-0:1,D*] to
[nr-0:1,D]
19:52:31:979 ra-rtr Trace: Agent XXXX from PG domain XXXX. [nr-0:1,D] to [nr-0:1,RD]
19:52:31:979 ra-rtr Trace: Agent XXXX from PG domain XXXX. [nr-0:1,RD] to [na-0:1,RD]
Workaround: Either perform exit_opc on Agent
PG or restart egain services
Further Problem Description: Need to set "watch skillgroup" in the router to get the agent state under
by router
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