This document provides installation instructions for Unified CCE 12.6(1) ES44. 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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The ES uses two registry settings (Located in HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\ICM
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 will be required to make the change effective.
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) ES44 on these Unified CCE components:
Do not install this engineering special on any components other than the following:
Installation of this patch requires that all Unified CCE services be shut down during the entire period of installation.
If the Unified CCE Services are set to manual, using the Unified CCE Service Control, start all the Unified CCE Services.
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.
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.
This section lists caveats specifically resolved by Unified CCE 12.6(1) ES44.
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 |
Caveats are ordered by severity, then by 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.
ES#
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ES15 |
CSCvx81625 |
2 |
Outbound |
Outbound dialer dials more calls than port per agent (PPA) configuration |
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ES39 |
CSCwc61797 |
2 |
Outbound |
Dialer crashes when receiving 183 malformed SIP packet from remote end
|
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