About this Document
This document provides installation instructions for Unified CCE 12.5(1) ES90. 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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About Cisco Unified CCE (and Unified CCE Engineering Specials)
Mandatory 12.5(1)ES55 patch needs to be installed first on top of 12.5(1) before installing 12.5(1)ES90 patch. No need to install mandatory 12.5(1)ES55 patch if 12.5(1a) is already installed.
The ES uses two
registry settings (Located in HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems,Inc.\ICM<instance name>\Dialer)
1. EnhancedPredictiveDialing - This is a new registry setting that controls a
feature added as an attempt to reduce idle times when there is a low hit rate
for voice customers, and long idle agent times. This change adjusts dialing
rate more aggressively. It is off by default and needs to be manually added to
the outbound registry hive and set to 1 in order to be enabled and 0 to
disable. (This needs to be added to both sides.) Once the registry item is
added, the dialer process will need to be stopped and started.
2. ReclassifyTransferFailures – This is an existing registry setting which now
controls how answering machine calls that are abandoned, due to lack of agent
or IVR resources, are counted. When enabled (1) these calls are counted as
answering machine calls. When disabled (0) these calls are counted as abandoned
voice calls.
These registry settings are not dynamic and are not automatically kept in sync
on the PGs. Each change will need to be done on both sides of a PG and a
restart of the dialer process wil be required to make the change effective.
Refer sections “Dialer Registry Settings” and “Management of Agent Idle Time” from Outbound option guide 12.5(1) for more information.
Unified CCE Compatibility and Support Specifications
Unified CCE Version Support
12.5(1) and 12.5(1a)
Unified CCE Component Support
Supported Unified CCE Components
You can install Unified CCE 12.5(1) ES90 on these Unified CCE components:
Unsupported Unified CCE Components
Do not install this engineering special on components other than:
Unified CCE Engineering Special Installation Planning
Installing Unified CCE 12.5(1) ES90
Uninstall Directions for Unified CCE 12.5(1) ES90
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.
Resolved Caveats in this Engineering Special
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.
Resolved Caveats in Unified CCE 12.5(1) ES90
This section lists caveats specifically resolved by Unified CCE 12.5(1) ES90.
Index of Resolved Caveats
Caveats in this section are
ordered by UNIFIED CCE component, severity, and then identifier.
.
|
Identifier |
Severity |
Component |
Headline |
|
CSCvm80720 |
6 |
outbound |
UCCE Outbound Option Predictive Algorithm Improvement |
CSCvx81625 2 Outbound. Outbound dialer dials more calls than port per agent
(PPA) configuration
Detailed list of Resolved Caveats in This Engineering Special
Caveats are ordered by
severity then defect number.
Defect Number: CSCvm80720
Component: Outbound
Severity: 6
Headline: UCCE Outbound Option Predictive Algorithm Improvement
Symptom: Abandoned rate observed to be inconsistent with the current
predictive algorithm..
Conditions: Predictive outbound dialer with UCCE.
Workaround: None at this time
Further Problem Description: Try to tune the baDialer performance
with changes to Gain and Lines Per Agent, but still not seeing the expected hit
rate.
under predictive mode with AMD 80% configured with Transfer to Agent and also when numbers of agents are less per skill group (5 to 10 Agents) dialer dails very slow (lines per agent becomes 1 though the configured lines per agent is 10, Predictive Algo reduces it to 1 within 5 minutes) And also it is found that agent idle time is huge.
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.
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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.
<ul>
<li>ICM12.0(1)_ES79 at https://software.cisco.com/download/specialrelease/169ff0cea6b81b90b044008d6f01ea4d </li>
</ul>
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