About this Document

This document provides installation instructions for Unified CCE 12.5(1) ES106. 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)

Unified CCE Compatibility and Support Specifications

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 12.5(1) ES106 on these Unified CCE components:

Unsupported Unified CCE Components

Do not install this engineering special on any components other than:

Unified CCE Engineering Special Installation Planning

Installing Unified CCE 12.5(1) ES106

Installation of this patch requires that all Unified CCE services be shut down during the entire period of installation.

  1. It is always recommended to install this ES during a scheduled downtime.
  2. Using the Unified CCE Service Control, stop all the Unified CCE Services running on the system.
  3. Launch the installer provided and follow the instructions on the screen.
  4. Check the version of tomcat installed by running \tomcat\bin\version.bat . If its 9.0.37 or higher, then do the following steps.

Uninstall Directions for Unified CCE 12.5(1) ES106

  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.

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) ES106

This section lists caveats specifically resolved by Unified CCE 12.5(1) ES106.

Index of Resolved Caveats

Caveats in this section are ordered by Unified CCE component, severity, and then identifier.
Identifier Severity Component Headline
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: 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 12.5(1) ES106

Identifier Severity Component Headline
CSCvs67053 2 pg.cucm Pending state Reason code not getting set after call ends
CSCvv99629 2 pg.cucm dtRequeryResultInd event coming after the ConnectionCleared causes agent to be in reserve status.
CSCvs39240 3 pg.cucm Finesse stuck in Talking state when caller hangs up while agent doing a consult transfer,CTI Error13
CSCvw80256 3 pg.cucm Agent stuck in Talking - SST scenario

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