About this Document

This document provides installation instructions for Unified CCE 12.6(2) ES23. 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) ES23 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) ES23

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.

If the Unified CCE Services are set to manual, using the Unified CCE Service Control, start all the Unified CCE Services.

Uninstall Directions for Unified CCE 12.6(2) ES23

  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) ES23

This section lists caveats specifically resolved by Unified CCE 12.6(2) ES23.

Index of Resolved Caveats

Caveats in this section are ordered by Unified CCE component, severity, and then by identifier.

Identifier   Severity  Component  Headline
CSCwh94934 2 outbound Available field have negative number in Outbound Campaign - Closed higher than Available.
CSCwh93321 3 outbound Post upgrade to 12.6(2)AttemptedCount on the Campaign_Query_Rule_Real_Time not getting rest at night
CSCwf94266 3 outbound CCE 12.6: Dialer crash with exception CCallbackDialer::DialCustomer

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then by defect number.

Defect Number: CSCwh94934

Component: outbound

Severity: 2

Headline: Available field have negative number in Outbound Campaign - Closed higher than Available.


Symptom: ++ Contacts 30 imported to a campaign around 08:55 AM and started dialling, I have answered a call (Voice) and disconnected two calls which is unsuccessful when rest contacts were in A and D again we imported 30 contacts to the same campaign by 9:01 AM, since overwrite is enabled existing 30 contacts were overridden by new 30 contacts uploaded around 09:01 AM.
++ In campaign query rule real time we can see the 30 contacts value been reset once new data uploaded, but the closed is showing as 31 ,voice is showing as 2 and attempt values are 33.
According to dialler detail its proper, there were 33 attempts made by this campaign till time and two were successfully connected, refer below dialler detail table as highlighted, looks like the failure calls with the previous import is also sum to closed count in real time data.
In this case when we import new contacts we assume that all the column to the reports must be reset.
++ If we check the report the total count is 30 and closed count is 31
According to dialler detail 33 attempts were made, 2 were successfully connected (voice count) and 31 were busy, no answer etc. 31 closed count is taking completely based on the dial out for that campaign.
++ Total count and voice count is refreshed in the report fields once the new data getting uploaded but the closed reported is cumulated from previous attempt (count2) since its creating the negative value in the report
++ CLOSED count IS NOT calculating correctly (increments and goes higher than actual contacts imported) and while using the ?Available? formula as per reporting guide documentation its giving negative values. if ClosedCount is higher than actual imported contacts in campaign with overwrite enabled, the Available may give negative values as explained above.
Cisco reporting guide.


Conditions: ++ UCCE v12.6(2) base install.
++ Traditional approach of importing contacts to campaign (AW > ConfigurationManager > Import ).
++ Overwrite enabled in Import Rule.


Workaround: None

Further Problem Description: ClosedCount is higher than the actual Available counts.

Defect Number: CSCwh93321

Component: outbound

Severity: 3

Headline: Post upgrade to 12.6(2)AttemptedCount on the Campaign_Query_Rule_Real_Time not getting rest at night


Symptom: In the DBSchema doc, we don't have this Field listed for an exception for Nightly reset on this filed ( AttemptedCouted), the Attempted count values are not been reset as per the DB Schema guide.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_2/reference/guide/ucce-b-database-schema-handbook-for-cisco-unified-icm-contact-center-enterprise-release-1262.pdf


Conditions: 12.6.2 upgrade

Workaround: None

Further Problem Description: Attempted Count
=============
++ select * from Campaign_Query_Rule_Real_Time where CampaignID=XXXX
Here AttemptedCount=XXXX
---------------------------------------------------------------
AttemptedCount Calculation as per the DB Schema
====================================
The number of attempted calls so far today. (CallBackCount + VoiceCount + BusyCount + NoAnswerDetectCount + NoRingBackDetectCount + NoDialToneDetectCount + FaxDetectCount + NetworkAnsMachineDetectCount + AnsweringMachineCount + SITToneDetectCount + CancelledDetectCount + WrongNumberCount + CustomerNotHomeCount + PersonalCallbackCount + AbandonDetectCount + AbandonToIVRCount + CustomerAbandonDetectCount)
++ select CallBackCount,VoiceCount,BusyCount,NoAnswerDetectCount,NoRingBackDetectCount,NoDialToneDetectCount,FaxDetectCount,AnsweringMachineCount,SITToneDetectCount,CancelledDetectCount,WrongNumberCount,CustomerNotHomeCount,PersonalCallbackCount,AbandonDetectCount,AbandonToIVRCount,CustomerAbandonDetectCount from Campaign_Query_Rule_Real_Time where CampaignID = 'XXXX'
CallBackCount VoiceCount BusyCount NoAnswerDetectCount NoRingBackDetectCount NoDialToneDetectCount FaxDetectCount AnsweringMachineCount SITToneDetectCount CancelledDetectCount WrongNumberCount CustomerNotHomeCount PersonalCallbackCount AbandonDetectCount AbandonToIVRCount CustomerAbandonDetectCount
0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Defect Number:CSCwf94266

Component: outbound

Severity: 3

Headline: CCE 12.6: Dialer crash with exception CCallbackDialer::DialCustomer


Symptom: Dialer crash
From Minidump:
FILE_IN_CAB: BADialer_SIP.exe_20230520142619318.mdmp
CONTEXT: (.ecxr)
eax=012eb160 ebx=053e1fd0 ecx=00000000 edx=00000000 esi=01230fa0 edi=053e5f68
eip=009e955b esp=0449f6f0 ebp=0449f6fc iopl=0 nv up ei pl nz na pe nc
cs=0023 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00010206
BADialer_SIP!CCallbackDialer::DialCustomer+0x39:
009e955b 894104 mov dword ptr [ecx+4],eax ds:002b:00000004=????????
Resetting default scope
EXCEPTION_RECORD: (.exr -1)
ExceptionAddress: 009e955b (BADialer_SIP!CCallbackDialer::DialCustomer+0x00000039)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 00000001
Parameter[1]: 00000004
Attempt to write to address 00000004
PROCESS_NAME: BADialer_SIP.exe
WRITE_ADDRESS: 00000004
ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%p referenced memory at 0x%p. The memory could not be %s.
EXCEPTION_CODE_STR: c0000005
EXCEPTION_PARAMETER1: 00000001
EXCEPTION_PARAMETER2: 00000004
STACK_TEXT: 0449f6fc 009ea631 00000000 00000000 00000000 BADialer_SIP!CCallbackDialer::DialCustomer+0x39
0449f71c 009ea2b3 00000000 00000000 00000000 BADialer_SIP!CCallbackReservation::OnCallDataUpdateEvent+0xf8
0449f734 009ef5bb 00000000 00000000 00000000 BADialer_SIP!CCallbackReservation::CTIEvent+0xc2
0449f754 00a1d612 00000000 00000000 00000000 BADialer_SIP!CDialerDistributor::CTI_Callback2+0x7c
0449f764 00a1dad1 0449f790 009f07b9 00000000 BADialer_SIP!CDialerDistributorBase::CTI_Callback+0x14
0449f76c 009f07b9 00000000 00000000 00000000 BADialer_SIP!CDialerDistributorBase::OnMessage+0x21
0449f790 00a22528 00000000 00000000 00000000 BADialer_SIP!CDialerDistributor::OnMessage+0xa9
0449f7bc 009eeb29 00000000 00000000 00000000 BADialer_SIP!CDispatchBase::OnMessage+0xe4
0449f7dc 00b73c06 00000000 00000000 00000000 BADialer_SIP!CDispatch::OnMessage+0x60
0449f814 00b73a04 0449f854 74dd892f 00000000 BADialer_SIP!CThread::MessageLoop+0xfa
0449f81c 74dd892f 00000000 00000000 74dd88f0 BADialer_SIP!CThread::CallBack+0xb
0449f854 76610619 00000000 76610600 0449f8c0 ucrtbase!thread_start+0x3f
0449f864 76f7784d 00000000 00000000 00000000 kernel32!BaseThreadInitThunk+0x19
0449f8c0 76f7781d 00000000 76f9723d 00000000 ntdll!__RtlUserThreadStart+0x2f
0449f8d0 00000000 74dd88f0 00000000 00000000 ntdll!_RtlUserThreadStart+0x1b
--------------------------------------------------------------------------
009ea62c e8f1eeffff call BADialer_SIP!CCallbackDialer::DialCustomer (9e9522)
009ea631 85c0 test eax, eax
.... 009e954a e837c60200 call BADialer_SIP!CPort::SetBuddyPort (a15b86)
009e954f 8b8fe0030000 mov ecx, dword ptr [edi+3E0h]
009e9555 8b83fc030000 mov eax, dword ptr [ebx+3FCh]
009e955b 894104 mov dword ptr [ecx+4], eax
009e955e 8bcb mov ecx, ebx
-----------------------------------------------------------------------
File CallbackReservation.*
CCallbackReservation::OnCallDataUpdateEvent(******)
.... m_pCallbackDialer->DialCustomer
.... File CallbackDialer.*
CCallbackDialer::DialCustomer(**** *pPortAgent, ***** *pDialerPort)
.... pDialerPort->SetBuddyPort(pPortAgent);


Conditions: CCE 12.6

Workaround: None

Further Problem Description: ++ The exact minidump time is 10:10:49:287
- 10:10:54:547 dialer-baDialer Trace: CExceptionHandlerEx::GenerateMiniDump -- A Mini Dump File is available at logfiles\BADialer_SIP.exe_20230617101049287.mdmp
While analysing the log, the dial out was started but not completed is for the port 796
- 10:10:46:193 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [1668], agent: [400017], port state: [AGENT_AVAILABLE], record ID: [89285] in: DL_0_0, timer: [2] sec.
- 10:10:47:197 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [2208], agent: [1000618], port state: [AGENT_AVAILABLE], record ID: [165750] in: DL_0_0, timer: [2] sec.
- 10:10:48:213 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [600], agent: [2212383], port state: [AGENT_AVAILABLE], record ID: [174433] in: DL_0_0, timer: [2] sec.
- 10:10:48:213 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [1857], agent: [2205331], port state: [AGENT_AVAILABLE], record ID: [57138] in: DL_0_0, timer: [2] sec.
- 10:10:49:220 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [796], agent: [1000375], port state: [AGENT_AVAILABLE], record ID: [177952] in: DL_0_0, timer: [2] sec.
- 10:10:49:220 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [2300], agent: [2210530], port state: [AGENT_AVAILABLE], record ID: [181887] in: DL_0_0, timer: [2] sec.
- 10:10:49:220 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [2251], agent: [300086], port state: [AGENT_AVAILABLE], record ID: [25888] in: DL_0_0, timer: [2] sec.
- 10:35:56:466 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [034], agent: [300262], port state: [AGENT_AVAILABLE], record ID: [99155] in: DL_0_0, timer: [2] sec.
- 10:35:56:466 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [000], agent: [1000766], port state: [AGENT_AVAILABLE], record ID: [663132] in: DL_0_0, timer: [2] sec.
After this 797 is the port supposed to dial out the customer but it went into issue.
You can track the same way for other calls.
After the oncall update event , dial customer is having the issue as per the call stack
- 00BE955B 0486F93C CCallbackDialer::DialCustomer+39
- 00BEA631 0486F95C CCallbackReservation::OnCallDataUpdateEvent+F8
- 00BEA2B3 0486F974 CCallbackReservation::CTIEvent+C2
Here is the oncall update event.
- 10:10:49:220 dialer-baDialer Trace: (DDist) Wakeup_Callback(): Auto-Accept reservation call because it has exceeded the idle reservation timer, port: [796], agent: [1000375], port state: [AGENT_AVAILABLE], record ID: [177952] in: DL_0_0, timer: [2] sec.
- 10:10:49:220 dialer-baDialer Trace: (CBR) OnCallDataUpdateEvent(): Call data update event: port: [796], connection ID: [2132232657], customer: [4208606623272], dial ID: [177952].
- 10:10:49:220 dialer-baDialer Trace: (CTIADAPTER) SetDeviceAttributes (): Invoke: [276492], port: [797], station: [410797], skill: [4294967295], call type: [CALLTYPE_OO_CUSTOMER_PERSONALCALLBACK].
- 10:10:49:220 dialer-baDialer Trace: (DDist) SetDeviceAttribute(): CTI set_device_attribute_req(), port: [797].
After this 797 port is picked up, but dial out not happened while in progress it crashed.

Caveats resolved in earlier ESs and included as part of Unified CCE 12.6(2) ES23

Identifier

Severity

Component

Headline

Comments

CSCwf03055

3

outbound

Multiple Fields in Dialer detail table is populated as NULL

 

CSCwe62557

3

outbound

TotalVoiceCount field is showing incorrect value after import API overwrite enabled

 

CSCwf65529

3

outbound

PCB missing call record in DialerDetailed table caused by Agent receiving second call

 

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