About this Document

This document provides installation instructions for Unified CCE 11.6(2) ES86. 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

You can install Unified CCE 11.6(2) ES86 on these Unified CCE components:

  • AW
  • Logger
  • Router
  • Admin Client

    • Unsupported Unified CCE Components

    Do not install this engineering special on any components other than:

  • AW
  • Logger
  • Router
  • Admin Client

    • Unified CCE Engineering Special Installation Planning

    Installing Unified CCE 11.6(2) ES86

    Installation of this patch requires that all Unified CCE services be shut down during the entire period of installation.

    1. It is always recommended to install this ES during a scheduled downtime.
    2. Using the Unified CCE Service Control, stop all the Unified CCE Services running on the system.
    3. Launch the installer provided and follow the instructions on the screen..

    Uninstall Directions for Unified CCE 11.6(2) ES86

    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) ES86

    This section lists caveats specifically resolved by Unified CCE 11.6(2) ES86.

    Index of Resolved Caveats

    Caveats in this section are ordered by Unified CCE component, severity, and then identifier.
    Identifier Severity Component Headline
    CSCvu95171 2 install Unified CCE 11.6.2 ES37 Installation Fails on Admin Client.
    CSCvr51665 3 aw.tools Unable to promote agents to Supervisor - User object Not reachable.
    CSCvs56604 3 aw.tools Unable to Promote an SSO agent to Supervisor.
    CSCvn33915 3 aw.tools Support needed for "UPN SUFFIX" Accounts with Default Domain Name configured.
    CSCvs59403 3 tools Websetup and CCEAdmin login delay ~30 mins.
    CSCvs59785 4 aw.tools AgentExplorer crash with Supervisor creation when User is created with different SAM and UPN name.

    Detailed list of Resolved Caveats in This Engineering Special

    Caveats are ordered by severity, then defect number.

    Defect Number: CSCvu95171

    Component: install

    Severity: 2

    Headline: Unified CCE 11.6.2 ES37 Installation Fails on Admin Client.


    Symptom:     Unable to install ES 37 for Unified CCE 11.6.2 on Admin Client (Windows 10 OS).

    Conditions:     Installation of Unified CCE 11.6.2 ES37 on Admin Client (Windows 10).

    Workaround:     NA

    Further Problem Description:

    Defect Number: CSCvn33915

    Component: aw.tools

    Severity: 3

    Headline: Support needed for "UPN SUFFIX" Accounts with Default Domain Name configured.


    Symptom:     Cannot promote an Agent as a Supervisor by just giving the username in the LoginName part of Agent Configuration, it ends with [User Not Found].

    Conditions:     1) Unified CCE 11.6 -ES7 and Later. 2) After DDN Configured.

    Workaround:     Customer need to give the user@upnsuffix.com in LoginName text field

    Further Problem Description:     This is an enhancement defect for below scenario :
    The Customer has an Active Directory like "CORPORATE.COM" and also has UPN suffix "site1.com". Customer has a Supervisor Account in their AD with the UPN suffix "sup1@site1.com"
    Customer has setup Default Domain Name as "CORPORATE.COM" in the ICM System Information Config.
    Customer cannot promote "sup1" as a Supervisor by just giving the username in the LoginName part of Agent Configuration, it ends with error [User Not Found].

    Defect Number: CSCvr51665

    Component: aw.tools

    Severity: 3

    Headline: Unable to promote agents to Supervisor - User object Not reachable.


    Symptom:     Unable to promote agents to Supervisors. When attempting to promote an agent to a Supervisor the system generates the following error: "The specified agent's Active Directory user account is not valid for a Supervisor. See your domain administrator. [User object Not reachable]".

    Conditions:     Complex forest that has multiple domains. The issue seems to occur when ICM is unable to navigate the global catalog.

    Workaround:

    Further Problem Description:

    Defect Number: CSCvs56604

    Component: aw.tools

    Severity: 3

    Headline: Unable to Promote an SSO agent to Supervisor.


    Symptom:     Unable to Promote a "Single Sign On (SSO)" agent to Supervisor.

    Conditions:     Demote a Supervisor to Agent, disable Single Sign On (SSO) and test a call flow for Cloudcherry. After this, enable Single Sign On (SSO) and try to renable the Supervisor checkbox. Observe it fails with below error: "Although the agent's login name is allowed by CCE, though it is not valid for a Supervisor. This agent cannot be a Supervisor" This error is not observed when a particular sequence is followed. Enable Supervisor first, enable Single Sign On (SSO) then Save. If we try other way around also it doesn't work(i.e., Enable Single Sign On (SSO) first then enable Supervisor and Save).

    Workaround:     Enable Supervisor first, enable Single Sign On (SSO) then Save.

    Further Problem Description:     Demote a Supervisor to Agent, disable Single Sign On (SSO), then re-enable Single Sign On (SSO) and re enable the Supervisor.

    Defect Number: CSCvs59403

    Component: tools

    Severity: 3

    Headline: Websetup and CCEAdmin login delay ~30 mins.


    Symptom:     Considerable amount of delay observed after login. It takes more than 30 mins to load the login page and eventually gets in to undesirable results such as failed/timed out, etc...

    Conditions:     Large AD environment with 20-30 externally trusted domains.

    Workaround:     Downgrade to Unified CCE 11.6.1. Otherwise, you may replace sadlib.pdf and sadlib.dll files in 11.6.2 version with the same files in 11.6.1 version.
    Faced some other issues as follows,
    1. Web setup login works for child domain but not for parent domain user credentials.(Error validating the Active directory environment. Unable to load current domain information).
    2. Domain manger tool does not open, it works when changes are reverted.


    Further Problem Description:

    Defect Number: CSCvs59785

    Component: aw.tools

    Severity: 4

    Headline: AgentExplorer crash with Supervisor creation when User is created with different SAM and UPN name.

    $$PREFCS Pre-FCS.
    Symptom:     Agent explorer will crash and cannot promote this agent as a Supervisor.

    Conditions:     Occurs only if same user exists in multiple domains (3 or more) with different UPN and SAM name.

    Workaround:     Keep both UPN and SAM as same name.

    Further Problem Description:

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