About this Document

This document provides installation instructions for Unified CCE 12.6(2) ES27. 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) ES27 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) ES27

  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) ES27

  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) ES27

This section lists caveats specifically resolved by Unified CCE 12.6(2) ES27.

Index of Resolved Caveats

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

Identifier Severity Component Headline
CSCwi49720 2 web.config.ui CCE ADMIN web UI Users -> Agents unable to see last page when scrolling
CSCwf36641 3 web.config.ui It is not possible to change the MRD back to Cisco_Voice on a DigitalRouting Dialed Number
CSCwh41721 3 web.config.ui CCEAdmin showing incorrect default identity service after changing it in UCCE
CSCwh90238 3 web.config.ui CCE Admin web UI unable to read information on Agent webpage
CSCwh90259 3 web.config.ui CCE Admin web UI buttons are unlabeled on Agent webpage
CSCwi03346 3 web.config.ui Header text is very hard to read across tabs in CCEAdmin
CSCwi20579 3 web.config.ui Supervisor unable to edit agent's password using CCEAdmin - 12.6.2
CSCwe53231 4 web.config.ui Keyboard shortcut not working in Inventory page in UCCE deployment
CSCwe85884 4 web.config.ui Department admin miscellaneous read-only page UI elements are editable
CSCwe87707 4 web.config.ui Check boxes enabled are not showing up after the Agent Copy operation
CSCwh19431 4 web.config.ui Mutli Edit General settings option is not listed for Agent Admin
CSCwh77112 4 web.config.ui For an Agent Admin option to MultiEdit Attributes is Not Listed
CSCwi17731 4 web.config.ui Precision Queue Wait Time Not Visible
CSCwi17735 4 web.config.ui Unable to sort Agent Attributes
CSCwe43652 5 web.config.ui CCEAdmin shows TypeError in console after logging in
CSCwi10992 5 web.config.ui PCCE Mode UI: 'placeholders' and 'informative' text of textFields should be proper greyed format
CSCwi76535 6 web.config.api Dynamic AXL schema support for both the CUCM version vis-a-vis 11.5 and 12.5

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

Defect Number: CSCwi49720

Component: web.config.ui

Severity: 2

Headline: CCE ADMIN web UI Users -> Agents unable to see last page when scrolling


Symptom: UCCE 12.6(2) when logging into CCE ADMIN web UI as a supervisor or administrator and navigating to Users -> Agents, if list of agents is greater than 51 results and scroll down or to the bottom to see the last page of results may not display all or expected results. ### - app.bundle.js incorrectly calculates "startIndex" for API call to load agent table. ### - Initial Page load, 51 results, "startIndex" of 0, results 0-50 are shown and is working as expected, no offset. example: \"resultsPerPage\":51,\"sortTerm\":\"person.lastName asc\",\"startIndex\":0,\"totalResults\":554}, ### - Scrolling down beyond first initial set of 51 results or to the end of the possible results will cause page to request new set of results and "startIndex" calculation is a value not expected. example: \"resultsPerPage\":51,\"sortTerm\":\"person.lastName asc\",\"startIndex\":465,\"totalResults\":554}, ### - Changing the screen size and browser zoom will influence the calculation of "startIndex", greater zoom value such as 110 or 120 may provide more results: example: \"resultsPerPage\":51,\"sortTerm\":\"person.lastName asc\",\"startIndex\":471,\"totalResults\":554}, \"resultsPerPage\":51,\"sortTerm\":\"person.lastName asc\",\"startIndex\":490,\"totalResults\":554}, \"resultsPerPage\":51,\"sortTerm\":\"person.lastName asc\",\"startIndex\":503,\"totalResults\":554},

Conditions: Normal use, seen in multiple browsers Edge, Chrome, and FireFox.

Workaround: Adjust browser zoom from default 100 to 110 or 120 or try different screen size, then refresh webpage. ***NOTE*** This may or may not display all the desired results.

Further Problem Description: N/A

Defect Number: CSCwf36641

Component: web.config.ui

Severity: 3

Headline: It is not possible to change the MRD back to Cisco_Voice on a DigitalRouting Dialed Number


Symptom: 1. Customer has created a Dialed Number in CCEAdmin with the Routing Type selected as, 'Digital Routing'. 2. During the initial creation, customer may select 'Cisco_Voice' as the MRD. 3. A mistake was made by the customer, and they chose a different MRD at initial setup and have saved the record. 4. Customer now wishes to correct this mistake. 5. They edit the DN recored and delete the current MRD which will show 'Cisco_Voice' in grey as it is the default. 6. If the customer tries to use the MRD selection wizard, 'Cisco_Voice' is not listed. 7. Customer attempts to save the record and gets the following error. Media Routing Domain: This field is required. You must use the Configuration Manager to create a media routing domain to use when creating a dialed number that has a routing type of Multichannel.

Conditions: Customer configuring Digital Routing for Webex Connect in PCCE 12.6(2)

Workaround: Customer will need to delete the incorrect DN record, then create a new one. This could lead to a few configuration updates needing to be done.

Further Problem Description:

Defect Number: CSCwh41721

Component: web.config.ui

Severity: 3

Headline: CCEAdmin showing incorrect default identity service after changing it in UCCE


Symptom: CCEAdmin showing incorrect default identity service after changing it. Steps to reproduce: 1. Login to cceadmin 2. Open to inventory page and change the default identity service of finesse component. 3. Check changes are successfully propagated to finesse. (Location - /opt/cisco/desktop/finesse/lib/idsclientlib.conf) 4. Move back to main page and return to inventory page. Observe finesse showing incorrect default identity service. This is occuring for UCCE deployment in 12.6.2. The issue is always reproducible.

Conditions: CCEAdmin showing incorrect default identity service after changing it. Steps to reproduce: 1. Login to cceadmin 2. Open to inventory page and change the default identity service of finesse component. 3. Check changes are successfully propagated to finesse. (Location - /opt/cisco/desktop/finesse/lib/idsclientlib.conf) 4. Move back to main page and return to inventory page. Observe finesse showing incorrect default identity service. This is occuring for UCCE deployment in 12.6.2.

Workaround: No workaround/Verify mapping in the DB (look for 1015 for Default IdS)

Further Problem Description:

Defect Number: CSCwh90238

Component: web.config.ui

Severity: 3

Headline: CCE Admin web UI unable to read information on Agent webpage


Symptom: When logging into CCE Admin web UI as an administrator or a supervisor and navigating to Users -> Agents -> select an agent -> General tab shows fields greyed out and understand these fields cannot be modified. These greyed out fields are extremely difficult to read even when highlighted and does not meet 508 compliance standards. When using the mouse to hover over the greyed out fields the mouse indicates the field cannot be modified with a circle with a slash through it and this is expected behavior. Request to change greyed out fields text to a color more visible on the General tab and any other gadget/tab that may be greyed out in the CCE Admin web IU.

Conditions: Normal use

Workaround: None

Further Problem Description: N/A

Defect Number: CSCwh90259

Component: web.config.ui

Severity: 3

Headline: CCE Admin web UI buttons are unlabeled on Agent webpage


Symptom: When logging into UCCE 12.6(2) CCEADMIN web UI and then going to Users -> Agents -> select an agent -> Skills Group tab -> + sign button is unlabeled causing confusion for JAWS users and is not 508 compliant. When logging into UCCE 12.6(2) CCEADMIN web UI and then going to Users -> Agents -> select an agent -> Attributes tab -> + sign button is unlabeled causing confusion for JAWS users and is not 508 compliant. - One the same webpage and tab, looking at a Skill Group assigned to an agent and selecting the "X" or delete button is also unlabeled. Current workaround is to configure JAWS with information regarding the + button; however has to be locally on each user.

Conditions: Normal use

Workaround: Configure JAWS with information about the + sign, this can be done for any unlabeled button.

Further Problem Description: None

Defect Number: CSCwi03346

Component: web.config.ui

Severity: 3

Headline: Header text is very hard to read across tabs in CCEAdmin


Symptom: Logging into CCE Admin web UI as an administrator or a supervisor and navigating to the screens where tabs header text is present needs to be reviewed where such illegible tabs are present. These greyed fields/texts are extremely difficult to read even when highlighted the text color has to be modified to make it easy to read.

Conditions: No conditions applicable.

Workaround: No workarounds applicable.

Further Problem Description: In CCEAdmin, the title of all tabs have text that are very hard to read. This needs be more visible. For example - In Agents screen, General and Skill Groups tabs have this problem. Due to this, it is difficult to comprehend which tabs are clickable and which ones are disabled. In CCEAdmin, the title of all tabs have text that are very hard to read. This needs be more visible. For example - In Agents screen, General and Skill Groups tabs have this problem. Due to this, it is difficult to comprehend which tabs are clickable and which ones are disabled.

Defect Number: CSCwi20579

Component: web.config.ui

Severity: 3

Headline: Supervisor unable to edit agent's password using CCEAdmin - 12.6.2


Symptom: When Supervisor logs in and navigate to CCEAdmin > Users > Agents >Select any user >General Tab, change password checkbox is not enabled to change the agents password when SSO Login is not checked.

Conditions: Below conditions should met to reproduce, 1. Deployment type should be UCCE 2. User should be Supervisor. 3. SSO login should be disabled

Workaround: No workaround available on CCEAdmin. But user can modify using configuration manager. 1. Open Configuration Manager 2. Explorer Tools 3.Agent Explorer 4.Retrieve the Agents 5. Select the preferred Agent 6. Click Change Password button 7. Enter password , Confirm Password 8. Save

Further Problem Description:

Defect Number: CSCwe53231

Component: web.config.ui

Severity: 4

Headline: Keyboard shortcut not working in Inventory page in UCCE deployment


Symptom: Basic keyboard shortcut not working for Inventory page in UCCE deployment. Steps to reproduce: 1) Use UCCE Deployment 2) Goto Infrastructure Settings card 3) Click on Inventory link 4) Press "Shift ?" - keyboard shortcut not working

Conditions: Can be seen only for UCCE deployment

Workaround: None

Further Problem Description:

Defect Number: CSCwe85884

Component: web.config.ui

Severity: 4

Headline: Department admin miscellaneous read-only page UI elements are editable


Symptom: Login to cceadmin as department admin Open call settings-> miscellaneous Here congestion control checkbox and remaining UI elements are editable

Conditions: PCCE 2k login as department admin

Workaround: NA

Further Problem Description: NA

Defect Number: CSCwe87707

Component: web.config.ui

Severity: 4

Headline: Check boxes enabled are not showing up after the Agent Copy operation


Symptom:

Conditions:

Workaround:

Further Problem Description:

Defect Number: CSCwh19431

Component: web.config.ui

Severity: 4

Headline: Mutli Edit General settings option is not listed for Agent Admin


Symptom: Under Agents Gadget , when admin selects multiple agents to define common settings , the option to set general settings is not listed.

Conditions: Seen with AgentAdmin role. Observed in GT: https://confluence-eng-sjc12.cisco.com/conf/pages/viewpage.action?pageId=327250189

Workaround:

Further Problem Description: Also the Roles are not honoured, we see similar behaviour with ScriptAdmin and ConfigAdmin.

Defect Number: CSCwh77112

Component: web.config.ui

Severity: 4

Headline: For an Agent Admin option to MultiEdit Attributes is Not Listed


Symptom: Attributes Option not listed for MultiEdit agent in UCCE Deployment for AgentAdmin Role. When multiple agents are selected, Edit option is enabled but Attribute dropdown value is not present. Hence AgentAdmin is not able to edit attributes for multiple agents at a time.

Conditions: Attributes Option not listed for MultiEdit agent in UCCE Deployment for AgentAdmin Role. AgentAdmin is able to edit attribute for Single agent, so should be able to edit for multiple at a time which is not working. Steps to reproduce: 1) Deployment type should be UCCE. 2) User with AgentAdmin Role is needed. 3) Login to CCEADMIN, navigate to agents > select more than 1 record > Edit Option is enabled > Click on Edit dropdown

Workaround: No workaround. User has to edit individual agent attribute by selecting desired agent and navigating to attrbutes tab.

Further Problem Description:

Defect Number: CSCwi17731

Component: web.config.ui

Severity: 4

Headline: Precision Queue Wait Time Not Visible


Symptom: Navigate to CCEAdmin > Organization > Skills > Precision Queue, when selecting a Precision Queue, the Wait Times for the Precision Queue Steps are not visible to supervisors, only visible to administrators. Deployment Type: UCCE & PCCE User Type: Supervisor

Conditions: Deployment Type: UCCE & PCCE User Type: Supervisor Precision Queue Step Wait Times are blank when viewing Precision Queues as a supervisor via CCEAdmin.

Workaround: No workaround available at CCEAdmin. Only administrators can see the wait time. Not a blocker for supervisor but don't know the details of wait time and can understand only when the step is completed.

Further Problem Description: Issue is happening for both supervisor and department admin Reproduction steps: 1. Login as a supervisor in CCEAdmin 2. Navigate to CCEAdmin > Organization > Skills > Precision Queue, when selecting a Precision Queue, the Wait Times for the Precision Queue Steps are not visible to supervisors, only visible to administrators.

Defect Number: CSCwi17735

Component: web.config.ui

Severity: 4

Headline: Unable to sort Agent Attributes


Symptom: When logged into CCEAdmin > Users > Agents > Select any Agent > Attirbutes Tab, and when try to sort the name field, sorting in ascending and descending order is not working.

Conditions: Deployment Type : reproducible in both UCCE and PCCE. User Type : Issue is present for all users When attempting to sort agent's attributes, nothing happens. User can't sort the attributes and its tough to see the last records.

Workaround: 1. User has to search with the keyword to identify the required Attribute 2. If user is not sure of what to select, user has to scroll down and check one after one record.

Further Problem Description:

Defect Number: CSCwe43652

Component: web.config.ui

Severity: 5

Headline: CCEAdmin shows TypeError in console after logging in


Symptom: Display two or three errors in browser console after logging in if developer console is ipen

Conditions: None

Workaround: This errors can be ignored and not functional impact

Further Problem Description:

Defect Number: CSCwi10992

Component: web.config.ui

Severity: 5

Headline: PCCE Mode UI: 'placeholders' and 'informative' text of textFields should be proper greyed format


Symptom: Case 1: Logging into CCE Admin web UI as an administrator or a supervisor and navigating to the screens where tabs header text is present needs to be reviewed where such illegible tabs are present. These greyed fields/texts are extremely difficult to read even when highlighted the text color has to be modified to make it easy to read. And Case 2: When logging into CCE Admin web UI as an administrator or a supervisor and navigating to Users -> Agents -> select an agent -> General tab shows fields greyed out and understand these fields cannot be modified. These greyed out fields are extremely difficult to read even when highlighted and does not meet 508 compliance standards. The placeholders text is highlighted

Conditions: Normal use

Workaround: None

Further Problem Description: N/A

Defect Number: CSCwi76535

Component: web.config.api

Severity: 6

Headline: Dynamic AXL schema support for both the CUCM version vis-a-vis 11.5 and 12.5


Symptom:

Conditions:

Workaround:

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.

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