Cisco Customer Response Applications 3.1(3) Service Release 5
This Cisco Customer Response Applications (CRA) Service Release, ccrs-3-1-3-sr5.exe, should only be installed on a Cisco CRA 3.1(3) server.
You must install Service Release 5 on the Cisco CRA server, the Remote Database server (if one exists), and the ICD Call Statistics, Recording, and Monitoring server (if one exists).
This service release contains the following resolved defects:
Defects Resolved in Service Release 5:
CSCed23132—Call not
routed to agent if configuration change made
CSCsa71190—Historical
reporting error on specific date overflow of data
CSCsa75397—Agent
Detail Report extra record with blank called number
CSCsb11917—Agent changes
to Work state while talking to caller
CSCsb80533—Phantom calls
in Real-Time Reporting, CRS3.1(3)SR4
CSCsc15622—CRS
3.1(3) agent does not properly deleted properly
Defects Resolved in Service Release 4:
CSCed41480—JRE incompatibility error, JRE
too new
CSCeg17883—CRA
Engine shuts down when RMI port is in use
CSCeg22737—IVR does
not play -6.00 in Hebrew when passed as a string from ICM
CSCeg30813—After
Multiple Transfer Failures Call Not Aborted
CSCeg57674—CRA
Historical Report issues with MaxWaitTime for Calls
Abandoned
CSCeg70235—The link to modify the keypad mapping is not visible
on the Cisco CallManager pages
CSCeg72780—Calls in
ContactRoutingDetail table with finalPriority
= 0
CSCeg87574—Call
stuck in Priority Q on CSD, agent transfer call to rout
point via Cisco Unity
CSCeh05891—DB
Subsystem should account for null SQL state in some error cases
CSCsa62784—Prompt
queue not cleared if call dropped during VB prompt play
CSCsa63780—Phantom calls
in Real-Time Reporting
Defects Resolved in Service Release 3:
CSCee47370—Refresh
after adding CSQ adds another record of the same CSQ
CSCee84084—RASCAL
does not have any timeout for LDAP connections
CSCee84134—VOIP
Monitor service needs timeout when connecting to Cisco CallManager DB
CSCef07686—Unable
to log in agent using Assign Skills
CSCef11411—HR: Resource
changes not properly reflected in Agent reports
CSCef13450—Call
stuck in queue-agent stuck in reserved
CSCef23993—DEV:
Incorrect CiscoTransferStartEv causes out-of-memory
CSCef24670—French
Version or Historical Reports Client unable to print report
CSCef30776—Agent
Detail Report shows ZERO work time
CSCef31232—Getdigitstring
operated different prior to 3.1 for CMT channels
CSCef41774—CCDR
record is not written for a DTMF VB Call
CSCef45683—Trap is
being sent with null ModuleName
CSCef57048—Deadlock
in CRA Engine, calls failing
CSCef57282—DriverManager
is not compatible with driver version 3.3.3.9
CSCef73801—Real-Time
reports show call stuck in queue after call RNAs to agent
CSCef86688—Issue in
Historical Reports Client Scheduler
CSCef91600—Getdigitstring
operated different prior to 3.1 for ASR channels
CSCeg18931— Agent State Summary by Name Report shows duplicate entree for
Agent
Defects Resolved in Service Release 2:
CSCed57155—JTPI Update tool needs to handle
read-only file access right
CSCee20939—Sessions
not clearing/stuck
CSCee24530—Redirecting a queued consult call does not implicitly dequeue
CSCee28377—GetDigitString
step in ASR clears collected digits on timeout branch
CSCee34066—Error
message in CRA editor while debugging on Windows 98
CSCee40857—Wallboard
and RTR client fail to update intermittently
CSCee45857— Vocalizer 3.0 license expires
CSCee49357—Incorrect
date format
CSCee57674—Engine
is caught in a deadlock and does not process calls
CSCee59011—When agent transfer call to ICD RP, it will cause prim
dup key error
CSCee66174—Agent
Login/Logout Activity Report discrepancy
CSCee82637—Too many connections to DCD open from CRA -> no
free conn in DCD
CSCee85626—ICD call
transferred from agent to another ICD route point fails when call RONAs
CSCee89415—CRA with
Active Directory fails to upload Spoken Name Prompts
CSCee90735—Under rare circumstances, RTR falsely shows a call stuck
in queue
CSCee92368—Call
Stuck in queue-agent stuck in reserved - multiple IDs share DN
CSCef04789—Cisco
Agent Desktop shows lingering calls even after call has terminated
CSCef21329—Scheduled Excel reports do not show table column headings
Defects Resolved in Service Release 1:
CSCee03176—Issue in AgentStateDetail Table
CSCee11251—Agent with both old and new names shows in reports
CSCee13728—Call gets classified as outbound instead of internal
CSCee16458—HR: Agent State Summary Interval Report chart illegible
CSCee19559—HR: CSQ Interval Report Takes 4 Hours to Complete
Important Notes
·
The fix
for CSCed41480 causes the following message to appear each time you launch the Real-Time
reporting client and you are using a version of JRE
that is greater than 1.3.1. If you see this message, click OK to
continue.
Alert: You are using JRE
version which has not been tested with this version of Cisco CRS. If you
encounter problems, please uninstall this JRE and install JRE 1.3.1.
· If you try to launch the Real-Time Reporting client on a system with 4 GB or more of RAM and on which JRE is not installed, you will be prompted to run the Java 2 Runtime Environment installer for JRE 1.3.1. When you run the JRE installer, you will see this error message: There is insufficient memory....Error 111. You can work around this issue using either of these methods:
- On the system on which you received the error message, download and install JRE 1.4.2 for Windows (available from Sun Microsystems), and then launch the Real-Time Reporting client.
- Run the Real-Time Reporting client on a system that has less than 4 GB of RAM.
Support Mailer
You can send questions about the installation and operation of Cisco CRA to the following e-mail address. You can also subscribe to this mailer by sending e-mail to this address and including Subscribe as the subject.
ask-icd-ivr-support@external.cisco.com
Install Instructions
Apply Service Release 5 during off-peak hours because this procedure requires that you reboot the Cisco CRA server.
Before you install Service Release 5, you must complete the installation of Cisco CRA 3.1(3) and reboot the Cisco CRA server as prompted by the installation program.
Before installing Service Release 5, you must log in to the CRA server as an administrator.
If you are using the Cisco Security Agent (CSA), you must disable the Cisco Security Agent service before installing Service Release 5. See the “Disabling the Cisco Security Agent Service” section at the end of this document for instructions.
Step 1: Download the ccrs-3-1-3-sr5.exe file to your CRA server. Make a note of the location where you save the downloaded file.
Step 2: Double-click the downloaded file.
Step 3: In the Cisco CRA 3.1(3)sr5 - InstallShield Wizard dialog box, click Next.
Step 4: When the Install Completed dialog box appears, click Yes to view the log file to verify that that installation was successful. When you exit the log file, the Cisco CRA server reboots automatically.
Note: If you install Service
Release 5 on a Cisco CRA system that does not include ICD, the following
message may appear in the log file (these lines will be separated by other
text):
Copying
RecordViewerFix.exe to C:\Program Files\Cisco\Desktop_config Primary Copy operation failed
Switching to FIU mode –
REBOOT Required
Move will be completed at system
boot
You may ignore these messages. The installation completed successfully
Installing the Required Patch for the
Cisco Agent Desktop and the Cisco Supervisor Desktop
This procedure installs a patch that fixes the problem identified by CSCef04789. Perform this procedure on all computers on which the Cisco Agent Desktop or the Cisco Supervisor Desktop are installed.
Note: You cannot uninstall the patch after you install it. If you want to remove the patch, you must uninstall and then reinstall the Cisco Agent Desktop or the Cisco Supervisor Desktop.
Before you install the patch, make sure that you have installed Service Release 5 on the CRS server as explained earlier in this document.
Step 1: Exit the Cisco Agent Desktop or the Cisco Supervisor Desktop.
Step 2: Click Start > Run.
Step 3: In the Run dialog box, type \\appsserver\desktop_cfg and click OK to open the share folder.
Step 4: Double-click HotFix3-1-3SR2.exe to install this patch.
Step 5: Start the Cisco Agent Desktop or the Cisco Supervisor Desktop.
Uninstall Instructions:
If you are using the Cisco Security Agent (CSA), you must disable the Cisco Security Agent service before uninstalling Service Release 5. See the “Disabling the Cisco Security Agent Service” section at the end of this document for instructions.
When you uninstall Service Release 5, you will uninstall some or all of the following programs from the Windows Add/Remove Programs window:
- Desktop VOIP Monitor Server - 3.1(3)sr5 Uninstall–If you have set up an ICD Call Statistics, Recording, and Monitoring server, choose this program from that server. Otherwise, choose it from the Cisco CRA server.
- CRA Remote DB Server – 3.1(3)sr5 Uninstall–If you have set up a remote database server, choose this program from that server.
- Cisco Vocalizer 3.0 License Manager – 3.1(3)sr5 Uninstall–If you have installed Nuance Vocalizer 3.0 on a server, choose this program from that server.
- Cisco CRA – 3.1(3)sr5 Uninstall–Choose this program from the Cisco CRA server.
Uninstall this program last.
To uninstall Service Release 5, follow these steps:
Step 1: Choose Start > Settings > Control Panel > Add/Remove Programs.
Step 2: Click the program to uninstall (Desktop VOIP Monitor Server - 3.3(3)sr5
Uninstall, CRA
Remote DB Server – 3.1(3)sr5 Uninstall, Cisco
Vocalizer 3.0 License Manager – 3.1(3)sr5 Uninstall,
or Cisco CRA – 3.1(3)sr5
Uninstall).
Step 3: Click Change/ Remove.
Step 4: In the dialog box that prompts for confirmation that you wish to uninstall, click Next.
Step 5: In the dialog box that prompts for confirmation that you wish to uninstall, click Yes.
Step 6: When the Uninstall Complete dialog box appears, click Yes to view the log file to verify that that uninstall was successful.
Step 7: If the This Server will Now Reboot dialog box appears, click OK to reboot.
Note: This dialog box does not appear on the remote database server.
If you uninstall this service release, also uninstall the patch that fixes the problem identified by CSCef04789 and that you installed by following the directions earlier in this document. Make sure to uninstall this patch from each Cisco Agent Desktop and Cisco Supervisor Desktop computer.
Disabling the Cisco Security Agent Service:
If you are using the Cisco Security Agent (CSA), you must disable the Cisco Security Agent service before installing or uninstalling Service Release 5. To disable this service, perform the following steps.
For more information about the CSA, refer to Installing Cisco Security
Agent 4.0.1 for Cisco Customer Response Applications Releases 2.2(5), 3.0(3),
and 3.1(2). You can
access that document from this URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/index.htm
Step 1: Choose Start > Settings > Control Panel > Administrative Tools > Services.
Step 2: From the Services window, right-click Cisco Security Agent and choose Properties.
Step 3: In the Properties window, verify that the General tab appears.
Step 4: In the Service Status area, click Stop.
Step 5: From the Startup type drop-down list box, choose Disabled.
Step 6: Click OK.
Make sure to restart the CSA after installing or uninstalling Service Release 5. For instructions, refer to the CSA document described earlier in this section.