About this Document
This document provides installation instructions for Unified CCE 12.0(1) ES96. 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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Unified CCE Version Support
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 12.0(1) ES96 on these Unified CCE components:
Unsupported Unified CCE Components
Do not install this engineering special on any components other than:
Installation of this patch requires that all Unified CCE services be shut down during the entire period of installation.
- It is always recommended to install this ES during a scheduled downtime.
- Using the Unified CCE Service Control, stop all the Unified CCE Services running on the system.
- Launch the installer provided and follow the instructions on the screen.
- To uninstall this patch, go to Control Panel.
- Select "Add or Remove Programs".
- Find the installed patch in the list and select "Remove".
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:
- Resolved Caveats in Unified CCE 12.0(1) ES96
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) ES96
This section lists caveats specifically resolved by Unified CCE 12.0(1) ES96.
Index of Resolved Caveats
Caveats in this section are ordered by Unified CCE component, severity, and then identifier.
Identifier |
Severity |
Component |
Headline |
CSCvv99629 |
2 |
pg.cucm |
dtRequeryResultInd event coming after the ConnectionCleared event causes agent to be in reserve status |
CSCwa31480 |
3 |
pg.cucm |
EAPIM not updating the reason code when using /LOAD 1 |
Detailed list of Resolved Caveats in This Engineering Special
Caveats are ordered by severity, then by defect number.
Defect Number: CSCvv99629
Component: pg.cucm
Severity: 2
Headline: dtRequeryResultInd event coming after the ConnectionCleared event causes agent to be in reserve status
Symptom:
Problem
- In the CVP comprehensive flow, a customer calls in and is greeted by IVR.
After the agent is selected, the Whisper and Agent Greeting features are executed.
After these features are played successfully, the customer is patched with the agent.
Intermittently in this call flow after IVR treatment, Whisper is played successfully. However, after that, the Agent Greeting fails to play and the selected agent is patched with the customer. However, the agent state remains in Reserve status.
Conditions:
Whisper feature enabled
Workaround:
Disable Agent Whisper feature
Further Problem Description:
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.
- ICM12.5(1)_ES38. See https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/ucce_b_unified-contact-center-enterprise-engineering/ucce_b_unified-contact-center-enterprise-engineering_chapter_0110.html for information on how to obtain the ES
Defect Number: CSCwa31480
Component: pg.cucm
Severity: 3
Headline: EAPIM not updating the reason code when using /LOAD 1
Symptom:
//LOAD 0 (Default), where PIM updating reason code 50005 which is NACD NR state. But in /LOAD 1 it was set to 0 reason code.
The agent's state was changed to Not Ready because the agent either answered or made a non-ACD call.
12:07:55:137 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::SetPendingPrevalentAgentState(Agent 200048726 ext 1081311021) new pending agent state AS_TALKING
12:07:55:137 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::GetNumActiveNONACDCalls(Agent 200048726 ext 1081311021) return 1
12:07:55:137 pg31a-pim1 Trace: [ 6152]NacdNRstatus = (Agent=200048726 ext=1081311021) MLAC=1, MLASB=1, MLNR=1, NumNACD=1 Impacting 1
12:07:55:137 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::SetAgentBusy(LineType): Ignore Line Type
12:07:55:137 pg31a-pim1 Trace: [ 6152]SetPrevalentAgentState: (Agent 200048726 ext 1081311021) newAgentState=AS_TALKING(4) reasoncode=0 stateDuration=0 currentLineHandle=0 lineType=LT_NON_ACD_IN(10) newLineState=LS_UNKNOWN(5) devString=
12:07:55:137 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::GetNumActiveNONACDCalls(Agent 200048726 ext 1081311021) return 1
12:07:55:137 pg31a-pim1 Trace: [ 6152]NacdNRstatus = (Agent 200048726 ext 1081311021) NumNACD=1, Impacting=1
12:07:55:137 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::SetPendingPrevalentAgentState(Agent 200048726 ext 1081311021) new pending agent state AS_NOT_READY
12:07:55:137 pg31a-pim1 Trace: [ 6152]SetPrevalentState: newState=AS_NOT_READY(2) reasoncode=0
12:07:55:137 pg31a-pim1 Trace: [ 6152]ScheduleAgentTimer: type = agentTimerLogoutNonActivity, seconds = -1, callback = (null)
12:07:55:137 pg31a-pim1 Trace: [ 6152]UpdateSkillGroupStates: (Agent 200048726 ext 1081311021) reasoncode=0 stateDuration=0 currentLineHandle=0 currentLineType=LT_NON_ACD_IN(10) newLineState=LS_UNKNOWN(5) devString=
12:07:55:137 pg31a-pim1 Trace: [ 6152]UpdateSkillGroupStates: Pending Reason 50005 being applied to state change to 2/AS_NOT_READY
12:07:55:137 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::UpdateSkillGroupStates:ReserveAgentStateUpdate: Peripheral Number = 200048726 Extension Number String = 1081311021
Skill Group Number = 49372 Line Handle = 0 Agent State = AS_NOT_READY
Duration Current State = 0 reason code = 50005 networkTargetID = 0
12:07:55:137 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::UpdateSkillGroupStates:ReserveAgentStateUpdate: Peripheral Number = 200048726 Extension Number String = 1081311021
Skill Group Number = 2241481 Line Handle = 0 Agent State = AS_NOT_READY
Duration Current State = 0 reason code = 50005 networkTargetID = 0
//LOAD 1, EAPIM didn?t update the reason code, which is the defect needs to be fixed.
12:01:36:240 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::SetPendingPrevalentAgentState(Agent 200048726 ext 1081311021) new pending agent state AS_TALKING
12:01:36:240 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::GetNumActiveNONACDCalls(Agent 200048726 ext 1081311021) return 1
12:01:36:240 pg31a-pim1 Trace: [ 6152]NacdNRstatus = (Agent=200048726 ext=1081311021) MLAC=1, MLASB=1, MLNR=1, NumNACD=1 Impacting 1
12:01:36:240 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::SetAgentBusy(LineType): Ignore Line Type
12:01:36:240 pg31a-pim1 Trace: [ 6152]SetPrevalentAgentState: (Agent 200048726 ext 1081311021) newAgentState=AS_TALKING(4) reasoncode=0 stateDuration=0 currentLineHandle=0 lineType=LT_NON_ACD_IN(10) newLineState=LS_UNKNOWN(5) devString=
12:01:36:240 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::GetNumActiveNONACDCalls(Agent 200048726 ext 1081311021) return 1
12:01:36:240 pg31a-pim1 Trace: [ 6152]NacdNRstatus = (Agent 200048726 ext 1081311021) NumNACD=1, Impacting=1
12:01:36:240 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::SetPendingPrevalentAgentState(Agent 200048726 ext 1081311021) new pending agent state AS_AVAILABLE
12:01:36:240 pg31a-pim1 Trace: [ 6152]SetPrevalentState: newState=AS_NOT_READY(2) reasoncode=0
12:01:36:240 pg31a-pim1 Trace: [ 6152]ScheduleAgentTimer: type = agentTimerLogoutNonActivity, seconds = -1, callback = (null)
12:01:36:240 pg31a-pim1 Trace: [ 6152]UpdateSkillGroupStates: (Agent 200048726 ext 1081311021) reasoncode=0 stateDuration=0 currentLineHandle=0 currentLineType=LT_NON_ACD_IN(10) newLineState=LS_UNKNOWN(5) devString=
12:01:36:240 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::UpdateSkillGroupStates:ReserveAgentStateUpdate: Peripheral Number = 200048726 Extension Number String = 1081311021
Skill Group Number = 49372 Line Handle = 0 Agent State = AS_NOT_READY
Duration Current State = 0 reason code = 0 networkTargetID = 0
12:01:36:240 pg31a-pim1 Trace: [ 6152]DeskLinkAgent::UpdateSkillGroupStates:ReserveAgentStateUpdate: Peripheral Number = 200048726 Extension Number String = 1081311021
Skill Group Number = 2241481 Line Handle = 0 Agent State = AS_NOT_READY
Duration Current State = 0 reason code = 0 networkTargetID = 0
Conditions:
Configuration parameters are set to /LOAD 1 on an Agent PG and there is an Agent in a Ready state within Finesse. When the agent receives a DID call, the agent state in Finesse changes from Ready to Not Ready.
Workaround:
None at this time
Further Problem Description:
Caveats resolved in earlier ESs and included as part of Unified CCE 12.0(1) ES96
Identifier |
Severity |
Component |
Headline |
CSCvr81353 |
2 |
pg.cucm |
Custom NotReady reason code reset to 0, when agent state changed to Wrapup during talking state |
CSCvs67053 |
2 |
pg.cucm |
Pending state Reason code not getting set after call ends |
CSCvp13531 |
3 |
pg.cucm |
Auto answer enabled for direct extension calls when Agent is in Wrap-up' mode. |
CSCvz60907 |
3 |
pg.cucm |
Mobile agent cannot re-login until LCP/RCP is reset if agent initiates Make call while in Wrap up |
CSCwa52376 |
3 |
pg.cucm |
Mobile agent cannot re-login until LCP/RCP is reassociated to the jtapi user |
CSCvm42433 |
3 |
cg.ctiserver |
State change from NR Non ACD Busy to another NR causes timeout error |
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