This document provides installation instructions for Unified CCE 10.5(3) ES54. 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:
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· Unified CCE 10.5(3)
This section lists the Unified CCE components on which you can and cannot install this engineering special.
You can install Unified CCE 10.5(3) ES54 on these Unified CCE components:
Do not install this engineering special on the components other than the following:
Installation of this patch requires that all Unified CCE
services be shut down during the entire period of installation. It is
always recommended to install this ES during a scheduled downtime.
If the Unified CCE Services are set to manual, using the Unified CCE Service Control, start all the Unified CCE Services.
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.
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.
This section lists caveats specifically resolved by Unified CCE 10.5(3) ES54.
Caveats in this section are ordered by UNIFIED CCE component, severity, and then identifier.
Identifier |
Severity |
Component |
Headline |
CSCva07327 |
3 |
pg.cucm.jtapi |
Finesse
agents frozen for 60 seconds waiting on response |
CSCvf59905 |
3 |
pg.cucm.jtapi |
Finesse
agents get frozen for 60 seconds while waiting for response to Clear
Connection request |
Caveats are ordered by severity then defect number.
Defect Number: CSCva07327
Component: pg.cucm.jtapi
Severity: 3
Headline: Finesse agents frozen for 60 seconds waiting on response
Symptom: One
or more Finesse agents are not able to control calls from their desktop for up
to a minute. This occurs while an agent attempted to transfer a call just as
the call ended. This could impact more than one agent if the calling number is
the same for active calls in progress, say if the calling number is masked, or
multiple callers have blocked their calling number.
Conditions: Finesse with UCCE. Attempting to control a call while as it is
ending.
Workaround: Agent returns to normal, usually less than 60 seconds. In the
meantime, Agent can attempt controlling the call through the phone.
Further Problem Description: Can occur with any call control request from
Finesse that times out on the PG.
Defect Number: CSCvf59905
Component: pg.cucm.jtapi
Severity: 3
Headline: Finesse agents get frozen for 60 seconds while waiting for response to Clear Connection request
Symptom:
Finesse server not publishing XMPP to agent for WRAPup
when agent and client disconnect at same time. Causing agent desktop to fail.
Conditions: 1. Agent is on a conference call. 2. Agent disconnects the call
from the finesse client desktop. The disconnect()
request from JGW to UnifiedCM fails with an
exception. But, JGW does not send any confirmation back PIM. PIMs sends the FailureConf back to CTI after the default 60secs timeout.
3. Before this 60secs timeout happens in PIM, customer also disconnects the
call and that moved the Agent to WrapUp state. But, Finesse did not process these events for the Agent
because, there was an outstanding ClearConnectionRequest
with CTIServer for that Agent.
Workaround: Restart the agent desktop.
Further Problem Description: The expectation from the fix is that, if JGW
sends the failure confirmation immediately as soon it encounters an exception
in the UnifiedCM disconnect() API (this can go upto 15secs, because the default timeout for any UnifiedCM API requests is 15secs), finesse server wont be blocked to process the events that happens when the
customer disconnected the call.
Caveats resolved in earlier ESs and included as
part of ICM10.5(3) ES54:
ES# |
Identifier |
Severity |
Component |
Headline |
||
20 |
CSCvf08624 |
3 |
|
generateDtmf() called from the observer thread causing delay and
blocking delivery of events |
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