This document provides installation instructions for Unified CCE 12.6(1) ES21. 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:
·
Sign
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·
About
Cisco Unified CCE (and Unified CCE Engineering Specials)
·
Unified
CCE Compatibility and Support Specifications
·
Unified
CCE Engineering Special Installation Planning
·
Installing
Unified CCE 12.6(1) ES21
·
Obtaining
Technical Assistance
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This Engineering Special patch provides the fix of CSCwa46742 caused due to missing agent config updates from CTIServer towards CTIClients.
Unified CCE Version
Support
12.6(1)
Unified CCE Component
Support
This section lists the Unified CCE components on which you can and cannot install this engineering special.
You can install Unified CCE 12.6(1) ES21 on these Unified CCE components:
· Agent
PG
Do not install this engineering special on the components other than:
· Agent
PG
Installing Unified CCE 12.6(1) ES21
1. Using the ICM Service Control, stop all the UCCE services.
2. Launch the installer provided for ES16 and follow the instructions
on the screen.
Uninstall Directions for Unified CCE 12.6(1) ES21
1. To uninstall this patch, go
to Control Panel.
2. Select "Add or Remove
Programs".
3. 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.
Warning : Please note below before uninstalling Unified CCE 12.6(1)
ES21
This section provides a list of significant Unified CCE defects resolved
by this engineering special. It contains these subsections:
· Resolved Caveats in Unified
CCE 12.6(1) ES21
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 12.6(1) ES21.
Caveats in this section are ordered by UNIFIED CCE component, severity,
and then identifier.
Identifier |
Severity |
Component |
Headline |
CSCwa46742 |
2 |
cg.ctiserver |
Finesse Queue Statistics Gadget shows PQs which are not assigned to Agent |
Caveats are ordered by severity then defect number.
Defect Number: CSCwa46742
Component: cg.ctiserver
Severity: 2
Headline: Finesse Queue Statistics Gadget shows PQs which are not assigned to Agent
Symptom: ++ Finesse Queue statistics within the Agent Desktop will not
update after the upgrade to 12.6 ++In 12.5 its is
working fine. ++After the skill change the Queues are not updated within the
Agent Desktop, sometimes a logout and re-login will update the values but very
often the Agent will also see after the re-login the old Queues. ++ The issue
only happen with Precision queue with attributes , skills group seems to be
updated on fly .
Conditions: Login an Agent in Finesse Remove Attributes in CCEAdmin / or add Attributes Agent is still online during
the skill change and the Queues are not updating
Workaround: NA
Further Problem Description: It looks like CTI is not sending the config
events to Finesse on change
You can access current Cisco documentation on the Support pages at the
following sites:
·
https://www.cisco.com
·
https://www-china.cisco.com
·
https://www-europe.cisco.com
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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:
·
P3--Your
network performance is degraded. Network functionality is noticeably impaired,
but most business operations continue.
·
P4--You
need information or assistance on Cisco product capabilities, product
installation, or basic product configuration.
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:
·
Enterprise
and Service Provider Products--https://www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html
·
Small
Business Products--https://www.cisco.com/c/en/us/support/web/tsd-cisco-small-business-support-center-contacts.html
P1 and P2 level problems are defined as follows:
·
P1--Your
production network is down, causing a critical impact to business operations if
service is not restored quickly. No workaround is available./li>
·
P2--Your
production network is severely degraded, affecting significant aspects of your
business operations. No workaround is available.This
Engineering Special patch provides required capability to support CUCM 14.0
with Unified CCE 12.5(1)