About this Document

This document provides installation instructions for CVP12.6(2) ES11. It also contains a list of CVP 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 CVP 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 CVP (and CVP Engineering Specials)

This Engineering Special patch Includes:

CVP Compatibility and Support Specifications

CVP Version Support

CVP 12.6(2)

CVP Component Support

Supported CVP Components

You can install CVP12.6(2) ES11 on these CVP components:

Unsupported CVP Components

NA

CVP 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 CVP12.6(2) ES11

Pre-Installation Steps:

  1. It is mandatory to install 12.5.1 as a base and 12.6.2 FCS before installing CVP12.6(2) ES11. The ES11 in a cumulative ES and can be installed on top of previous ES'es.
  2. Before installing the patch, the audio files must be backed up from the C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio folder.
  3. Take backup of all the custom files, if any. The customfiles are located in the lib folder of the application-specific directory in the VXML server. For example, the files for HelloWorld custom application are located in the C:\Cisco\CVP\VXMLServer\Application\Helloworld\lib folder
  4. Take backup of all the files if any customizations have been made to C:\Cisco\CVP\jre folder.

Patching Unified CVP VXMLServer and CallServer:

  1. Stop CVP VXMLServer service and CallServer service.
  2. Run the patch installer.
  3. Reboot the machine.

Patching Unified OPSConsoleServer:

  1. Stop Cisco CVP OPSConsoleServer service.
  2. Run the patch installer.
  3. Reboot the machine.

Patching Unified CVP Reporting Server:

  1. Stop CVP CallServer service.
  2. Run the patch installer.
  3. Reboot the machine.

Post Installation Steps:

  1. Ensure that all services are up and running after the patch is installed.
  2. Ensure that the audio folder is created under \Cisco\CVP\VXMLServer\Tomcat\webapps\CVP
  3. Restore the backed-up audio files and the custom files.
  4. Restore all the customizations made to the jre folder.

Note:

  1. CSCwh17686

    2. Please follow below steps in Call Server and VXML Server. This sip.properties file changes are applicable only for customers impacted by this defect.

    1. Stop CallServer Service.
    2. Add the below parameter to sip.properties file

      3. SIP.RespondInactiveSDP = false

    3. Save the property file and restart the CallServer service

  2. Enhanced error handling of Cx element :

    3. Enhanced error handling for Cx is implemented in the ES which is necessary to address a crucial fix related to error handling situation while cloud services are unavailable thus enhance the overall stability of our systems.

    For this feature it is mandatory to update the Cx application with the new exit state and redeploy them on the VXML Server using the CallStudio provided in this ES. Also VVB 12.6.2 to be upgraded to ES-03 or above.

Installing Call Studio 12.6(2)

Call Studio 12.6(2) ISO installer is available at ES11 location.

  1. Run the installer from the ISO and complete the complete the installation.
  2. Reboot the machine.

Uninstall Directions for CVP12.6(2) ES11

  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.

Uninstall Directions for Call Studio 12.6(2)

  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".

Resolved Caveats in this Engineering Special

This section provides a list of significant CVP defects resolved by this engineering special. It contains these subsections:

Note: You can view more information on and track individual CVP defects using the Cisco Bug Search tool, located at: https://bst.cloudapps.cisco.com/bugsearch/search?null.

Resolved Caveats in CVP12.6(2) ES11

This section lists caveats specifically resolved by CVP12.6(2) ES11.

Index of Resolved Caveats

Caveats in this section are ordered by CVP component, severity, and then identifier.
Identifier Severity Component Headline
CSCwf97996 4 oamp Error Checking Deployment Status on CVP OAMP for CourtesyCallback
CSCwh17686 2 ss_sip Agent to Agent transfer failure leading to 500 internal errors from CUCM
CSCwi44800 3 vxml_server Math Element Not Working Post 12.6(2) ES10 Install

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.

Defect Number: CSCwh17686

Component: ss_sip

Severity: 2

Headline: Agent to Agent transfer failure leading to 500 internal errors from CUCM
Symptom: Agent to Agent transfer failure leading to 500 internal errors from CUCM

Conditions: CVP 12.6.2

Workaround: NA

Further Problem Description:

Defect Number: CSCwi44800

Component: vxml_server

Severity: 3

Headline: Math Element Not Working Post 12.6(2) ES10 Install


Symptom: Call Studio apps see an error similar to this: The error was: A built-in element encountered an exception of type java.lang.NoClassDefFoundError. The root cause was: java.lang.NoClassDefFoundError: org/nfunk/jep/JEP com.audium.server.AudiumException: A built-in element encountered an exception of type java.lang.NoClassDefFoundError. at com.audium.server.voiceElement.ActionElementBase.service(ActionElementBase.java:510) at com.audium.server.controller.Controller.goToAction(Controller.java:4260) at com.audium.server.controller.Controller.goToElement(Controller.java:3913) at com.audium.server.controller.Controller.continueCall(Controller.java:3626) at com.audium.server.controller.Controller.goToElement(Controller.java:4003) at com.audium.server.controller.Controller.continueCall(Controller.java:3626) at com.audium.server.controller.Controller.doPost(Controller.java:1231) at javax.servlet.http.HttpServlet.service(HttpServlet.java:555) at javax.servlet.http.HttpServlet.service(HttpServlet.java:623) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:209) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:153) at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:51) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:178) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:153) at org.apache.catalina.filters.HttpHeaderSecurityFilter.doFilter(HttpHeaderSecurityFilter.java:129) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:178) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:153) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:167) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:90) at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:481) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:130) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:93) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:74) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:343) at org.apache.coyote.http11.Http11Processor.service(Http11Processor.java:390) at org.apache.coyote.AbstractProcessorLight.process(AbstractProcessorLight.java:63) at org.apache.coyote.AbstractProtocol$ConnectionHandler.process(AbstractProtocol.java:926) at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1791) at org.apache.tomcat.util.net.SocketProcessorBase.run(SocketProcessorBase.java:52) at org.apache.tomcat.util.threads.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1191) at org.apache.tomcat.util.threads.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:659) at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61) at java.lang.Thread.run(Thread.java:750) Caused by: java.lang.NoClassDefFoundError: org/nfunk/jep/JEP at com.audium.server.action.math.MathAction.parseExpression(MathAction.java:179) at com.audium.server.action.math.MathAction.doAction(MathAction.java:137) at com.audium.server.voiceElement.ActionElementBase.service(ActionElementBase.java:479) ... 32 more

Conditions: CVP 12.6(2) with ES10 installed which use any of the following elements in a Call Studio Application. - Math - Mail Also affects Call Studio Debugger post Build 44 install.

Workaround: VXML Server: 1. Stop the 'Cisco CVP VXMLServer' Service. 2. Navigate to, C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\WEB-INF\lib. 3. Find and remove the file, elements.jar. 4. Start the 'Cisco CVP VXMLServer' Service. Call Studio Fix: 1. Close the Call Studio application. 2. Navigate to, %CallStudio%\eclipse\plugins\com.audiumcorp.studio.debug.runtime\CATALINA_HOME\webapps\CVP\WEB-INF\lib. 3. Find and remove the file, elements.jar. 4. Open Call Studio Application again.

Further Problem Description:

Defect Number: CSCwf97996

Component: oamp

Severity: 4

Headline: Error Checking Deployment Status on CVP OAMP for CourtesyCallback


Symptom: When checking the deployment status of Page 2 for Courtesy Call back deployment getting the error: Error: Problem with Server Response

Conditions: More than 10 CallServers.

Workaround: NA

Further Problem Description: The Courtesy Callback - Deployment Status shows the first 10 CVPs. When trying to access the second page, I can see regular CVP's 404 in the browser traces:

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: