This document provides installation instructions for Unified CCE 12.5(1) ES85. 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.
The Logger and Historical DB may
have the event captured in the Event and Application_Event table with the
MessageString column data populated as the below:
EMS Error. Format Message for
message id a108c02d failed. GetLastError () returned 317.
This is because the Router and Logger services are unaware of this new event originating from PG. This error / warning may be safely ignored.
· ICM 12.5(1)
Unified
CCE Component Support
This section lists the Unified CCE components on which you can and cannot install this engineering special.
Supported
Unified CCE Components
You can install Unified CCE 12.5(1) ES85 on these Unified CCE components:
· CCE Agent PG (CUCM PG)
Note: The engineering special needs to be applied on both sides of the Agent PG (CUCM PG), preferably in a maintenance window.
Unsupported
Unified CCE Components
Do not install this engineering special on any component other than the duplexed Agent PG.
· CCE Agent PG (CUCM PG)
1. Stop ICM services and applications running on the server.
2.
To uninstall this patch, go to Control Panel.
3.
Select Add or Remove Programs.
4.
Find the installed patch in the list and select Remove.
5.
Reboot the system.
6.
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 12.5(1) ES85.
Caveats in this section are ordered by Unified CCE component, severity, and
then identifier.
Identifier |
Severity |
Component |
Headline |
CSCvq11852 |
2 |
pg.opc |
Chat
and emails don't get assigned to agents even though they are available |
CSCvu96298 |
2 |
pg.tdm |
The
UTC Fields are not initialized causing HLGR to fail. |
CSCvu89253 |
3 |
pg.opc |
ICM
12.5 Router call key is not maintained for a transfer scenario |
CSCvw90640 |
2 |
pg.opc |
ECC
Variables Not Maintaining when Transferred between Avaya 12.5 Peripheral |
CSCvw80444 |
6 |
cg.ctiserver |
Support
for 2 Finesse Server Pairs during upgrade |
CSCvp83424 |
3 |
pg.opc |
PG
OPC crash during state transfer |
CSCvy08809 |
3 |
pg.opc |
Skill
Group Interval NetTransferOutCalls field not updated for the network Transfer |
CSCvt06136 |
3 |
pg.opc |
opc-tdm.exe
crashed with a mini dump. |
CSCvu76997 |
3 |
pg.opc |
START_TASK_EVENT
not generated for a Start_Application_Task_Req |
Caveats
are ordered by severity then defect number.
Defect Number: CSCvq11852
Component: pg.opc
Severity: 2
Headline: Chat and emails don't get assigned to agents even though they are available
Symptom:
After Public network is disconnected, one side of router losses connectivity
with its respective PG’s. 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 is unavailable
as reported by Application path.
1. Router marks those agent
statuses to 'D'. It should not show as ICM Available in RTTEST agent_status and
in Script Editor.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 can do exit_opc on Agent PG or restart again services.
Further Problem Description: Need to set "watch skillgroup" in the router to get
the agent state under by router Getting
the Patch: The following links take you to an emergency patch, called an
Engineering Special or ES. These emergency patches are meant for deployments
that are actively encountering a specific problem and cannot wait for a formal
release to include a fix. An ES receives limited testing compared to a formal
release. Installing an ES on a production system poses a risk of instability
due to that limited testing. If you are not directly experiencing this problem,
wait to install a major, minor, or maintenance release that includes the fix
for this issue. If you experience this problem and cannot wait for a later
formal release, select the ES that matches the base release of your deployment.
The base release is the front part of the ES name. Only install an ES that
matches the release that your deployment runs. Always read the release notes or
Readme file before running the patch installer.
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