This document provides installation instructions for ICM10.5(2) ES25. It also contains a list of ICM issues resolved by this engineering special. Please review all sections in this document pertaining to installation before installing the product. Failure to install this engineering special as described may result in inconsistent ICM behavior.
This document contains these sections:
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ICM
10.5(2)
ICM10.5(2) ES25 is compatible with and should be installed on these ICM components:
Do not install this engineering special on any of the following components other than:
Installation of this patch requires the respective ICM service to
be shutdown during the entire period of
installation. It is always recommended to install this ES during a scheduled
downtime.
· Using the
ICM Service Control, stop the required component and all other UCCE components.
· Launch
the Installer provided for ES25 and following the instructions on the screen
· Using the
ICM Service Control, start the UCCE services again.
.
To uninstall this patch, go to Control Panel. Select "Add or Remove Programs". Find the installed patch in the list and select "Remove".
Note: Patches have to be removed in the reverse order in which they were installed. For example, if you had installed patches 3, then 5, then 10 for a product, you will need to uninstall patches 10, 5 and 3 in that order to remove all patches for that product.
This section provides a list of significant ICM defects resolved by this engineering special. It contains these subsections:
Note: You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/support/bugtools/Bug_root.html
This section lists caveats specifically resolved by ICM10.5(2) ES25.
Caveats in this section are ordered by ICM component, severity, and then
identifier.
Be sure to include ALL of the resolved caveats for the files you're delivering,
i.e. all of the caveats from the release notes of the previous ES which
included these files.
|
Identifier |
Severity |
Component |
Headline |
|
CSCuw10815 |
3 |
pg.cucm |
After
PG Cycled call is dropped when agent is part of PQ. |
|
CSCuv66458 |
2 |
pg.cucm |
Agent
getting stuck in reserved after abandoned ring |
|
CSCuu37604 |
3 |
pg.cucm |
2
TCD's cut for Agent call |
|
CSCuv50791 |
3 |
pg.cucm |
Eagt pim does not retain Agent
original state |
Caveats are ordered by severity then defect number.
Be sure to include ALL of the resolved caveats for the files you're delivering,
i.e. all of the caveats from the release notes of the previous ES which
included these files.
Defect Number: CSCuw10815
Component: pg.cucm
Severity: 3
Headline: After PG Cycled call is dropped when agent is part of PQ.
Symptom:
Agent receives one or two routed calls while on a call after the active agent
peripheral component fails and recovers. If the busy trigger on the phone is
set to one (call waiting disabled), and no recovery is in place, the routed
calls will be dropped. The agent will be set to NOT READY state after missing
two routed calls.
Conditions: When the Agents are the part of PQ, and the PG fails over while
agent is on a call. Call waiting disabled (busy trigger of 1)
Workaround: If requery is enabled with CVP, the
call will be re-routed and not dropped. Configuring forward on busy to a route
DN or operator will also allow the call to be recovered. If busy trigger is set
to two, the second call will be delivered to the agent, and both calls will
show up in desk top if answered.
Further Problem Description:
Defect Number: CSCuv66458
Component: pg.cucm
Severity: 2
Headline: Agent
getting stuck in reserved after abandoned ring.
Symptom: Agent stuck in reserved state if the
caller hangs up, while the agent phone is still ringing.
Conditions: If CVP Reroute on No Answer (RNA) is
enabled.
Workaround: None
Further Problem Description: One or more of the following links will take you to an emergency
patch
called an Engineering Special or ES. If you are not directly
experiencing
this problem, we encourage you to select or wait for a
formally
tested fix in an upcoming major, minor, or maintenance
release.
Installing any interim emergency patch or ES on a
production
system poses a risk of instability due to the limited
testing
it receives. If you believe you are currently experiencing
this
problem and you cannot wait for a later release, please select
the link
for the ES built for your system. To identify the base
version
for this ES, please remove _ES?? from the version name
listed
below. That will give you the version of the tested base
release
you may install a given ES over. Be sure to read the
release
notes or Readme file before running the patch installer.
ICM10.5(2)_ES7
at http://www.cisco.com/cisco/software/special/release.html?config=49249a8253bbf8c8ce52c502bd855bf2
Defect Number: CSCuu37604
Component: pg.cucm
Severity: 3
Headline: 2 TCD's cut for Agent call
Symptom: 2 TCD's cut for one call to agent with
second TCD not having a CallType associated.
Conditions 1. Agent1 receives a customer call.
2. Agent
1 dials a RP for consult transfer via hard phone > CVP > Agent2.
3.
Transfer completes via hard phone and Agent1 drops.
4. Agent
2 ends call.
Workaround: None
Further Problem Description:one or more of the following links will take you to an
emergency
patch
called an Engineering Special or ES. If you are not directly
experiencing
this problem, we encourage you to select or wait for a
formally
tested fix in an upcoming major, minor, or maintenance
release.
Installing any interim emergency patch or ES on a
production
system poses a risk of instability due to the limited
testing
it receives. If you believe you are currently experiencing
this
problem and you cannot wait for a later release, please select
the link
for the ES built for your system. To identify the base
version
for this ES, please remove _ES?? from the version name
listed
below. That will give you the version of the tested base
release
you may install a given ES over. Be sure to read the
release
notes or Readme file before running the patch installer.
ICM10.5(2)_ES5
at http://www.cisco.com/cisco/software/special/release.html?config=b5f9e4763d1bec540536e80adc9d4d8d
Defect Number: CSCuv50791
Component: pg.cucm
Severity: 3
Headline: Eagt pim does not retain Agent original state
Symptom: Condition is: Agent desk setting is configured to have
required wrap-up mode for incoming calls and optional for outgoing calls.
Wrap-up timer is set to 20 seconds.
Scenario
1:
1. Agent
1 is ready and receives call which is routed by ICM.
2. Agent
1 answered call and talked for few seconds, then caller dropped call causing
Agent 1 to go to work mode.
3. While
Agent 1 is in wrap-up state an internal (direct extension) call is made from
Agent 2 to Agent 1.
4. Agent
1 receives this call, talk for few seconds then dropped call.
5. Agent
1 is in wrap-up state and wrap-up timer expires after 20 seconds.
Observation:
ICM
9.0(4) : After step 5, when wrap-up timer is expired, Agent 1 moves to ready
state automatically.
ICM
10.5(2) : After step 5, when wrap-up timer is expired,
Agent 1 moves to not-ready state automatically.
Scenario
2:
1. Agent
1 is ready and receives cu call which is routed by ICM.
2. Agent
1 answered call and talked for few seconds, then cu dropped call causing Agent
1 to go to work mode.
3. While
Agent 1 is in wrap-up state an internal (direct extension) call is initiated
from Agent 1 hard phone to Agent 2.
4. Agent
2 receives this call, talk for few seconds then dropped call.
Observation:
ICM
9.0(4) : After step 4, when internal call is dropped, Agent 1 moves to ready
state automatically.
ICM
10.5(2) : After step 4, when internal call is dropped,
Agent 1 moves to not-ready state automatically.
Issue in
above call scenarios is eagt pim
does not retain Agent original state when he received first call which is
available, because internal call was initiated/received when agent was in
wrap-up state and Agent should go to available after this expires or as in this
case after internal call is dropped. But eapim didn't
retain original state and put agent to not-ready which is cause of difference
in behavior in this case.
Conditions: ICM 10.5.2 and agent in work mode
Workaround: None
Further Problem Description: One or more of the following links will take you to an emergency
patch called
an Engineering Special or ES. If you are not directly
experiencing
this problem, we encourage you to select or wait for a
formally
tested fix in an upcoming major, minor, or maintenance
release.
Installing any interim emergency patch or ES on a
production
system poses a risk of instability due to the limited
testing
it receives. If you believe you are currently experiencing
this
problem and you cannot wait for a later release, please select
the link
for the ES built for your system. To identify the base
version
for this ES, please remove _ES?? from the version name
listed
below. That will give you the version of the tested base
release
you may install a given ES over. Be sure to read the
release
notes or Readme file before running the patch installer.
ICM10.5(2)_ES3
at http://www.cisco.com/cisco/software/special/release.html?config=a25dbf94e0473d787a6ec5202f692a5e
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