About this Document


This document provides installation instructions for Unified CCE 11.6(2) ES75. 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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About Cisco Unified CCE (and Unified CCE Engineering Specials)


Unified CCE Compatibility and Support Specifications


Unified CCE Version Support

Unified CCE Component Support

This section lists the Unified CCE components on which you can and cannot install this engineering special.

Supported Unified CCE Components

Unsupported Unified CCE Components

Unified CCE Engineering Special Installation Planning


Installing Unified CCE 11.6(2) ES75


  1. Download the patch and copy the patch local to the server where patch is going to be installed.
  2. Stop all the ICM services and applications running on the server. 
  3. Run the patch installer exe and follow the instructions. 
  4. Reboot the server on successful completion of patch install. 
  5. Start the ICM services. 

Uninstall Directions for Unified CCE 11.6(2) ES75


  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.

Resolved Caveats in this Engineering Special


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.


Resolved Caveats in Unified CCE 11.6(2) ES75

This section lists caveats specifically resolved by Unified CCE 11.6(2) ES75.

Index of Resolved Caveats

Caveats in this section are ordered by Unified CCE component, severity, and then identifier.

Identifier Severity Component Headline
CSCvx81625 3 outbound Outbound dialer dials more calls than port per agent (PPA) configuration .

Detailed list of Resolved Caveats in This Engineering Special

Caveats are ordered by severity then defect number.


Defect Number: CSCvx81625

Component:outbound

Severity: 3

Headline:Outbound dialer dials more calls than port per agent (PPA) configuration

Symptom: Outbound dialer dials more calls than port per agent (PPA) configuration. Increase in CR 16 (Abandon) and CR 13 (Stopped) reports

Conditions: UCCE 11.6(2), 12.0(1), 12.5(1) When agents are skilled for more than one active campaign and reservation call is queued to balance campaign selection. MR Reservation failure happening..

Workaround: There are two workarounds to minimize the impact of this defect: 1. Each Agent be skilled for only one active campaign. 2. Reduce the ports per Agent in the configuration. Alternatively, the below workaround can be used: The short cancelled calls can be removed from reporting concerns by looking at the duration of the Dialer Detail records. This is not tackling the issue, it is only masking it so it does not show in the reports.

Further Problem Description: These calls that are cancelled will be stopped before the customer is reached, whether it's within the first few milliseconds or before the call is even started.


Resolved Caveats of Previous ES included as part of this Engineering Special ICM11.6(2)75

 

ES#

  Identifier

Severity

  Component

  Headline

8     

CSCvp31885     

3

outbound

Dialer not reserving more agents though records, ports, and agents are available

14

CSCvq29971

3

outbound

CampaignPrefix number missing from Personal Callback

38

CSCvt24393

2

outbound

Dialer sets CallResult 21 instead of 13 for SIP Status code 422 and PSTN cause code 100 combination.

 


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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/

CContacting 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: