About this Document
This document provides
installation instructions for Unified CCE 12.0(1) ES87. 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)
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 12.0(1) for more information.
Unified CCE
Compatibility and Support Specifications
Unified CCE Version Support
12.0(1) and 12.0(1a)
Unified CCE Component Support
Supported Unified CCE Components
You can install Unified
CCE 12.0(1) ES87 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 12.0(1)
ES87
1. Download the patch and copy the
patch local to the server where patch is going to be installed.
2. Stop all ICM services and
application running on the server
3. Run the patch installer exe and
follow the instructions.
4. Reboot the server on successful
completion of patch install.
5. Start the ICM services.
Uninstall Directions for Unified CCE 12.0(1) ES87
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 12.0(1) ES87
This section lists
caveats specifically resolved by Unified CCE 12.0(1) ES87.
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>
<!-- END PATCH TEXT INSERT -->
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