This document provides installation instructions for Unified CCE 12.5(1) ES80. 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:
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.
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) ES80 on these Unified CCE components:
Do not install this engineering special on any component other than:
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 CCE Service Control, stop all
the CCE services running on the system
2. Launch the Installer provided for ES80 and
follow the instructions on the screen
3. Check the version of tomcat installed by running version.bat
from tomcat\bin folder
cd <ICM
HOME>\tomcat\bin
run version.bat
file. If it is 9.0.37 or higher, then do the following steps:
· Step 1:
In <ICM HOME>\tomcat\config\server.xml make sure the entries for
<Connector> and APJ protocol is as below
<Connector port="8009" protocol="AJP/1.3" redirectPort="8443" address="127.0.0.1"
maxPostSize="5242880" secretRequired="false" allowedRequestAttributesPattern=".*" />
If the highlighted entry is missing, then add the entry in server.xml
· Step 2:
oDownload the 32 bit
tomcat installer zip from http://archive.apache.org/dist/tomcat/tomcat-9/ .
Download the same version that is displayed when version.bat was run.
oUnzip the installer to a
temp folder
oCopy
tomcat-util-scan.jar from the <temp>\apache-tomcat-9.0.xx\lib location
to <ICM HOME>\tomcat\lib
oUsing the ICM/CCE
Service Control, start Apache Tomcat 9 service.
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) ES80.
Caveats in this section are ordered by Unified CCE component, severity, and
then identifier.
Identifier |
Severity |
Component |
Headline |
CSCvx81625 |
2 |
outbound |
Outbound
dialer dials more calls than port per agent (PPA) configuration |
Caveats are ordered by severity then defect number.
Defect Number: CSCvx81625
Component: outbound
Severity: 2
Headline: Outbound dialer dials more calls than port per agent (PPA) configuration
Symptom:
Outbound dialer dials more calls than port per agent (PPA) configuration.
Increase in CR 16 (Abandon) and CR 13 (Stopped) reports
Conditions: UCCE 11.6(2), 12.0(1), 12.5(1) When agents are skilled for more
than one active campaign and reservation call is queued to balance campaign
selection. MR Reservation fails.
Workaround: There are two workarounds to minimize the impact of this
defect: 1. Each Agent be skilled for only one active campaign. 2. Reduce the
ports per Agent in the configuration. Alternatively, the below workaround can
be used: The short cancelled calls can be removed from reporting concerns by
looking at the duration of the Dialer Detail records. This is not tackling the
issue, it is only masking the issue so that it does not show in the reports.
Further Problem Description: These calls that are cancelled will be stopped
before the customer is reached, whether it's within the first few milliseconds
or before the call is even started.
|
Severity |
Component |
Headline |
||
CSCvd85721 |
3 |
outbound |
|
||
CSCvx18675 |
6 |
outbound |
|
You can access current Cisco documentation on the Support pages at the following sites:
To provide comments about this document, send an email message to the following address:
contactcenterproducts_docfeedback@cisco.com
We appreciate your comments.
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 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.
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.
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/
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: