About this Document

This document provides installation instructions for Unified CCE 12.6(2) ES16. 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 12.6(2) ES16 on these Unified CCE components:

Unsupported Unified CCE Components

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

Unified CCE Engineering Special Installation Planning

Planning for maintenance window and downtime

The installation or uninstallation of this patch requires a planned maintenance window with some expected downtime of a few seconds / minutes. No

Installing Unified CCE 12.6(2) ES16

  1. Download the patch and copy the patch to the local server where patch is going to be installed.
  2. Stop all ICM services and applications running on the server.
  3. Run the patch installer exe and follow the instructions.
  4. Reboot the server on successful completion of the patch install.
  5. Start the ICM services.

Uninstall Directions for Unified CCE 12.6(2) ES16

  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 12.6(2) ES16

This section lists caveats specifically resolved by Unified CCE 12.6(2) ES16.

Index of Resolved Caveats

Caveats in this section are ordered by UNIFIED CCE component, severity, and then identifier.
Identifier Severity Component Headline
CSCwf21364 2 web.config.api JVM Out Of Memory due to caching too many copies of same X509 certificates
CSCwh63792 3 web.config.ui Add Skill Groups in Site - Search box not working

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

Defect Number: CSCwf21364

Component: web.config.api

Severity: 2

Headline: JVM Out Of Memory due to caching too many copies of same X509 certificates


Symptom: Too many instances of X509 trust manager eventually leads to a large memory consumption and OOM error since too many copies of same X509 certificates are loaded and cached by HTTP clients. The issue is observed only in FIPS mode.

Conditions: Deployment with a large number of VMs (100+) with FIPS mode enabled.

Workaround: None at this time.

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.

Defect Number: CSCwh63792

Component: web.config.ui

Severity: 3

Headline: Add Skill Groups in Site - Search box not working


Symptom: When login in to CCEADMIN and going to Users > Agents (agent_id) > Skill Groups tab > List of Skill Groups > click on the "+"/("Add Skill Groups in Site") the search box does not filter when typing. Issue happened only in UCCE.

Conditions: Login to CCEAdmin with supervisor privileges, try to add a Skill Group to an agent, the Add Skill Groups in Site search box does not filter the Skill Groups.

Workaround: After clicking on the "+ (Add skill groups in site) ", a pop up with search box will be opening with all the options available for skill group to select. User has to scroll down to desired option and click on the applicable groups for the selected user record. User can select multiple records at a time.

Further Problem Description:

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Technical Assistance Center

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Contacting TAC by Using the Cisco TAC Site

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:

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/

Contacting TAC by Telephone

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P1 and P2 level problems are defined as follows: