Unified CCX/IP IVR 7.0(1)SR2 Behavior

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Updated:July 14, 2009

Document ID:1631208337463876

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Introduction

Prerequisites

Requirements

Components Used

Conventions

Problem

Solution

Related Information

Introduction

The Cisco Unified Contact Center Express or IP IVR 7.0(1)SR2 release contains behavior that can affect your release 7.0(1)SR2 deployment. This document describes this behavior.

Prerequisites

Requirements

Cisco recommends that you have knowledge of Cisco Unified Contact Center Express installation procedures. Refer to Cisco Unified Contact Center Express Installation Guide for more information.

Components Used

The information in this document is based on the Cisco Unified Contact Center Express version 7.0(1).

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

The Cisco Unified Contact Center Express or IP IVR 7.0(1)SR2 release contains behavior that can affect your release 7.0(1)SR2 deployment. The IP IVR\Unified CCX 7.0(1) SR2 build posted to the Cisco Download Software page on 4/30/09 was recalled on 06/23/09. The 7.0(1) SR2 is no longer available for customers to download.

Release 7.0(1)SR2 Issues: These issues have been identified and can impact your deployment:

CSCsz47854 (registered customers only)

Symptom: There is a defect in the underlying third-party database driver (jtds driver). This defect can result in increased CPU usage over time and can bring the system down after some weeks (dependent upon the load on the system).

Conditions: This issue appears on systems with high call volumes and sustained agent traffic for more than 2-3 weeks.

Workaround: Cisco recommends that customers on 7.0(1)SR2 use Perfmon in order to monitor CPU usage for the overall system, as well as the iscoUnifiedCCXEngine process, and then reboot the system within maintenance hours if the system shows a steady increase.
CSCta33316 (registered customers only)

Symptom: A deadlock in the engine can occur that causes the engine to be automatically restarted. In case of high availability (HA) deployments, a failover occurs.

Conditions: An intermittent race condition that can occur in scenarios which involves multiple call legs, such as agent transfers.

Workaround: No manual workaround is needed. The system detects the deadlock and automatically restarts the engine. For non-HA systems, affected services are automatically restarted. HA systems fail over to standby.

Solution

Cisco recommends that you download and deploy 7.0(1)SR3. Visit the Cisco Download page in order to download the Cisco Unified Contact Center Express or IP IVR release 7.0(1)SR3:

Cisco Customer Response Solution Software Releases (registered customers only)