This document provides installation instructions for Unified CCE 12.6(2) ES53. 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 behaviour. This ES is applicable to both Unified CCE and Packaged CCE deployments.
Note: 12.6(2) ET66 is mandatory to be installed on top of 12.6(2) ES53.
This document contains these sections:
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The Engineering Special (ES) is a cumulative update applied at the
Unified Contact Center Enterprise (CCE) server level. Each ES includes all
features, security patches, and resolved caveats from the base release,
tailored to specific server roles within the system. The ES packages are
categorized as follows:
Each ES is cumulative within its specific category. These ES
packages are released quarterly, but only if updates are available for that
category. If no changes are required for a category in a given quarter, an ES
for that category will not be issued.
To ensure the latest patches are applied:
Example:
If both Router/Logger/Rogger updates and Common ES
changes are required, first install the Router/Logger/Rogger
ES, followed by the Common ES to ensure all components are up-to-date.
This section lists the Unified CCE components on which you can and cannot install this Engineering Special.
You can install Unified CCE 12.6(2) ES53 on these Unified CCE components:
Do not install this engineering special on any components other than the following:
The installation and uninstallation of this patch require a planned maintenance window, with an anticipated downtime of a few seconds to a few minutes. This downtime is necessary due to the synchronous high availability mode of the Router and Peripheral Gateway (PG). The duplex side of the Router and OPC process must be on the same build. Therefore, before starting the upgraded side, the older side must be stopped.
To install the Unified CCE 12.6(2) ES53, follow the steps:
First uninstall ET66 (Refer readme of 12.6(2) ET66) and then proceed with
the below procedure.
NOTE: If needed to uninstall this ES permanently the tomcat version
should be 9.0.89 or lower. If the system has the higher version of tomcat,
downgrade it before uninstalling this ES
To uninstall Unified CCE 12.6(2) ES53, follow the steps:
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.
Updated Features
Graceful shutdown
The Graceful shutdown feature allows you to perform maintenance activity such as firmware upgrades, apply security patches, and apply engineering specials (ES) without the need for a maintenance window. With this feature, actively used processes can be brought down while the backup processes take over, with minimal impact to the contact center day-to-day (Day 2) operations. Agent and supervisor states, call states, and call context can be maintained. Operations such as reskilling and changing an agent's team membership are not affected.
The Unified CCE core components for managing call and agent states, such as the Unified CCE Router, PGs, CTI Server, and Outbound Option Dialer, are duplexed. The duplex nature of these components means that the peer side can recover call and agent states and continue processing if any process in one side stops. While the peer side recovers call and agent states, it may not recover all information about call context.
The Unified CCE Logger and AW-HDS do not contribute directly to real time call and agent state activities. If one side of the Unified CCE Logger or AW-HDS stops, it can recover its state from its peer when it starts back up.
Once maintenance activity is done on one side, services can be started so that newly started side receive call and agent states from running side. Later other side can be gracefully shutdown for maintenance activity.
Dynamic state transfer
The Unified CCE core components transfer the running state to the other side for synchronous fault tolerant operation. This ensures that other side of the components uses the state and continue to process the calls, tasks, configuration, agent state from that point. The critical requirement for synchronous operation is to run both sides of applications with the same version of binary. During upgrade, both will not be on the same version, hence the complete service has to be brought down temporarily. With ES53 installed, transfer of state is allowed to the peer side without requiring a downtime, this allows the system to upgrade without a downtime and upgrades side continue to operate from a running state. This feature can be leveraged when upgrading the next ES on the system and applicable to the below components.
· Unified CCE Router
· Unified CCE Enterprise PG
· Unified CCE Media Routing (MR) PG
· Unified CCE Outbound Option Dialer
Unified CCE Enterprise Router Graceful
shutdown
With ES53 changes needed to support graceful shutdown on Router are added. When you invoke graceful shutdown on a side on Router, it performs checks whether other side can continue to handle calls, agent states etc once this side is shutdown.
Graceful shutdown on Router also shuts down Logger service on same box.
The request to graceful shutdown to the Router is rejected in following cases
· Router is running in simplex mode
· Other side would not have device majority once this side is shutdown
Limitations
When stopping one side of Router service, database and application gateway lookup may fail. This error condition can be appropriately handled in the routing script. If you are using the Outbound API to perform a bulk import of customer records during Logger shutdown, it may not complete. If you are running overwrite imports, you may need to rerun the import. If you are running append imports, some of the records may have been imported. You can either import the remaining records or delete the records and reimport them all.
PG graceful shutdown is improved to handle cases when there is state change in engineering special (ES). With this PG can be gracefully shutdown whether there is state change in engineering special or not.
Note: For more information, see the Graceful Shutdown section in the following guides:
· Administration Guide for Cisco Unified Contact Center Enterprise Release, 12.6(2) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html
· Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release, 12.6(2) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html
This section provides a list of significant Unified CCE defects resolved by this engineering special. It contains these subsections:
This section lists caveats specifically resolved by Unified CCE 12.6(2) ES53.
Caveats in this section are ordered by Unified CCE component, severity, and then identifier.
|
Identifier |
Severity |
Component |
Headline |
ES Dependency |
|
CSCwk81097 |
2 |
aw.tools |
Tomcat
Upgrade to 9.0.90 and above causes tomcat service to crash |
|
|
CSCwi20694 |
2 |
db.logger |
Repeated
Open mutex errors in the logger process get filled and 100% CPU usage. |
ES54
on PG , ES55 on AW |
|
CSCwf20752 |
2 |
scripteditor |
Issues
with ISE slowness when using different domain user with restricted access |
ES55
on AW |
|
CSCwm10551 |
2 |
web.config.api |
The
standby campaign manager is crashing when processing replication file |
ES55
on AW |
|
CSCwk63534 |
3 |
outbound |
Incorrect
PCB CallbackDateTime when Agent reschedules the PCB
call with different timezone campaigns |
|
|
CSCwk22516 |
3 |
outbound |
Incorrect
date and time shown when we Re-schedule Personal Callbacks |
|
|
CSCwe68973 |
4 |
scripteditor |
Event
Viewer Logs showing multiple event ID 83 errors while opening ISE |
This Engineering Special will
include the features, resolved caveats from
previous Engineering Special released for components on the
Router/Logger/Rogger node. If a prior ES has a dependency on other components
of CCE, install the respective ES. Please refer to the Release Notes of
previous Quarterly ES here: https://www.cisco.com/web/software/280840583/169152/Release_Document_1.html
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.
You can access current Cisco documentation on the Support pages at the following sites:
To provide comments about this document, send an email message to the following address:
contactcenterproducts_docfeedback@cisco.com
We appreciate your comments.
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