About this Document

This document provides installation instructions for Unified CCE 12.6(2) ES35. 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:

Sign Up for Email Notification of New Field Notices

In the Product Alert Tool, you can set up profiles to receive email notification of new Field Notices, Product Alerts, or End of Sale information for your selected products.

The Product Alert Tool is available at https://www.cisco.com/cisco/support/notifications.html.

About Cisco Unified CCE and Unified CCE Engineering Specials

JTAPI User password encryption in CUCM PG

This is a security enhancement feature. The JTAPI user password is stored as plain text in the registry, can be encrypted using the CCECrypTool.

To encrypt the password, do the following

1. Run the command line tool CceCrypTool located in the ICMInstallDrive\icm\bin folder.

The sample command to encrypt the password is as follows:
CceCrypTool /instance /component PG1A /proc JGW1 /mode encrypt.

2. Restart the PG service using the Unified CCE Service Control tool after you run the CceCrypTool.
3. Repeat the Step 1 & 2 on Agent PG sideB.
4. On the active side of AgentPG box run the Diagnostic Framework Portico tool to check the JGW process for active connection to Cisco Unified Communications Manager (CUCM)) connectivity.

Note: If you do not want this security enhancement feature to encrypt the JTAPI password, refrain from running the CCECrypTool after you install the UCCE 12.6(2) ES35 patch. Users can disable this feature by running the PG setup and resetting the JTAPI password, which will update the registry key 'jtapipassword' value as plain text.

Note: If you run the CCECrypTool to encrypt the JTAPI password and later decide to uninstall the ES patch, run the PG setup, and reset the JTAPI password. This will update the 'jtapipassword' registry key value with plain text, or else the connectivity between JGW process and CUCM will be lost.

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) ES35 on these Unified CCE components:

Unsupported Unified CCE Components

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

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:

Yes

Installing Unified CCE 12.6(2) ES35

  1. Download the patch and copy the patch to the local server of Peripheral Gateway.
  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.

Note: Before, starting the services, other side services must be stopped.

Uninstall Directions for Unified CCE 12.6(2) ES35

  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) ES35

This section lists caveats specifically resolved by Unified CCE 12.6(2) ES35.

Index of Resolved Caveats

Caveats in this section are ordered by UNIFIED CCE component, severity, and then identifier.
Identifier Severity Component Headline
CSCwi62123 3 outbound PCB fails with result 33 when it is unable to reserve an agent and the CallbackTimeLimit expires.
CSCwj05134 3 outbound Dialer_Detail Entries Missing Intermittently
CSCwf24033 3 pg.cucm Agent initiated outbound calls getting classified as Internal calls in TCD PCT
CSCwi59811 2 pg.opc PG OPC process not flushing Application Path Status being active from the Agent PG's perspective
CSCwj10092 2 pg.opc ICM routes task to Agent when they are in Not Ready State
CSCwj70729 6 security Secure the jtapiPassword password configured at CCE for CUCM connection

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

Defect Number: CSCwi59811

Component: pg.opc

Severity: 2

Headline: PG OPC process not flushing Application Path Status being active from the Agent PG's perspective


Symptom: ECE Pick and Pull Feature does not work Post Private Network Disconnect

Conditions: Post Private Network Disconnect on UCCE PG or on UCCE Call Router, Application Path Status to the Router keep on showing Down despite the Application Path being active from the Agent PG's perspective which causing break communication of UCCE CTISVR and ECE(EAMS/EAAS) which impacts the Pick/Pull functionality of ECE

Workaround: Restart EAMS process on ECE to get the Pick and Pull functionality to work

Further Problem Description: This OPC bug has been logged for flushing Application Path status to the Router when secondary connections are made to the Standby CTI Server, despite the Application Path being active from the Agent PG's perspective. If you are using ECE Pick and Pull Feature then Post Private Network Disconnect , Application Path Status to the Router keep on showing DOwn despite despite the Application Path being active from the Agent PG's perspective

Defect Number: CSCwj10092

Component: pg.opc

Severity: 2

Headline: ICM routes task to Agent when they are in Not Ready State


Symptom: Agent goes Not Ready in Finesse but still is routed ECE tasks. 1. Agent is in NR for email 2. Agent picks up emails from queue 3. OPC creates offer tasks for SG X 4. But when Agent start working on the task, sends back the start_task_ind for SG Y 5. This creates Agent state mismatch in OPC, where OPC puts back the Agent in Not_Active state

Conditions: ICM 12.6(2)

Workaround: None

Further Problem Description:

Defect Number: CSCwf24033

Component: pg.cucm

Severity: 3

Headline: Agent initiated outbound calls getting classified as Internal calls in TCD PeripheralCallType


Symptom: PeripheralCallType reported as 10 instead of 9 for an agent initiated OB call intermittently.

Conditions: 1. A1 receives 1st inbound customer call 2. A1 initiates direct transfer 3. Moving to wrap up and then to READY state 4. A1 receives 2nd inbound customer call 5. A1 initiates direct transfer 6. Moving to wrap up and then to READY state 7. A1 initiates manual OB call by dialing PSTN DN 8. Noticed, EAPIM forwards Network reached to OPC, it was working fine.

Workaround: NA

Further Problem Description:

Defect Number: CSCwi62123

Component: outbound

Severity: 3

Headline: PCB fails with result 33 when it is unable to reserve an agent and the CallbackTimeLimit expires.


Symptom: PCB is reporting failed calls with the call reason 33 even when the EnableAutoAcceptFeature is activated.

Conditions: The agent cannot be reserved because it is in a TALKING state. By the time the agent becomes available and is reserved, the CallbackTimeLimit (default 15 minutes) has already expired, leading to the call being dropped with reason 33.

Workaround: NA

Further Problem Description: The call result should not be 33 (Agent timed-out accepting preview or personal callback call) because the call failed due to agent reservation issues and the expiration of the CallbackTimeLimit. Instead, the call result should be 17 or the result from the previous call attempt before the timer expired.

Defect Number: CSCwj05134

Component: outbound

Severity: 3

Headline: Dialer_Detail Entries Missing Intermittently


Symptom: Dialer_Detail Entries missing intermittently where Termination_Call_Details were present for the customer contact 1.When supervisor starts monitoring the call, the outbound call is stuck in callstatus zone 'D'. Hence the call is never ended which resulted in missing entry in dialer_detail table.

Conditions: Supervisor Monitor against an agent handling dialer outbound campaign call.

Workaround: N/A

Further Problem Description: Reproduction steps 1: 1. Agent received dialer outbound call (Progressive/Predictive) 2. Call established with customer. 3. Supervisors monitor this outbound call. 4. Customer call disconnected. Post step 4, no update on Dialer_Detail table Reproduction steps 2: 1. Agent received dialer outbound call (Progressive/Predictive) 2. Call established with customer. 3. Supervisors monitor this outbound call. 4. Supervisor monitor end 5. Agent initiated SST Post step 5, no update on Dialer_Detail table

Defect Number: CSCwj70729

Component: security

Severity: 6

Headline: Secure the jtapiPassword password configured at CCE for CUCM connection

$$IGNORE
Symptom: 12.5(1) CCE 12.5(2) CCE 12.6(2) When Agent PG is configured in ICM, during setup, user is requested to enter CUCM connectivity details. Subsequently this information is stored in registry for use by JTAPI client This is a modification on the product to adopt new secure code best practices to enhance the security posture and resiliency of the product.

Conditions: Cisco ICM configured with to connect to CUCM

Workaround: None

Further Problem Description: None PSIRT Evaluation: The Cisco PSIRT has evaluated this issue and determined it does not meet the criteria for PSIRT ownership or involvement. This issue will be addressed via normal resolution channels. If you believe that there is new information that would cause a change in the severity of this issue, please contact psirt@cisco.com for another evaluation. Additional information on Cisco's security vulnerability policy can be found at the following URL: http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

Caveats resolved in earlier ESs and included as part of Unified CCE 12.6(2) ES35

Identifier  Severity  Component  Headline 
CSCwf65529  3  outbound  PCB missing call record in DialerDetailed table caused by Agent receiving second call 
CSCwf94266  3  outbound  CCE 12.6: Dialer crash with exception CCallbackDialer::DialCustomer 

Obtaining Documentation

You can access current Cisco documentation on the Support pages at the following sites:

Documentation Feedback

To provide comments about this document, send an email message to the following address:

contactcenterproducts_docfeedback@cisco.com

We appreciate your comments.

Obtaining Technical Assistance

Cisco.com is a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC site.

Cisco.com

Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. You can also resolve technical issues with online technical support and download software packages. Valuable online skill assessment, training, and certification programs are also available.

Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.

Technical Assistance Center

The Cisco TAC site is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.

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

If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following sites:

P1 and P2 level problems are defined as follows: