Cisco Customer Response Applications 3.5(3) Service Release 3
This Cisco Customer Response Applications (CRA) Service Release, ccrs.3-5-3-sr3.exe, should only be installed on a Cisco CRA 3.5(3) server.
You must install Service Release 3 on the Cisco CRA server and on the Remote Database server (if one exists).
This service release contains the following resolved defects:
Defects Resolved in Service Release 3
CSCsa81330—Time of Day step repeats times from
01:00 to 01:45 in Start Time list
CSCsb00856—DEV: Enhance tracing in AgentQueueStatus
CSCsb11917—Agent changes to Work state while
talking to caller
CSCsb46272—When sorting
switch branches in editor actions are not sorted correctly
CSCsb92209—Numbers do not match on Common Skill CSQ Report and CSQ Activity Repor
CSCsc15622—CRS 3.1(3) agent does not properly get
deleted
CSCsc19232—IP Phone transfers call results in call
stuck in queue
CSCsc27461—Database connection throwing errors
because of a connection timeout
CSCsc29197—IVR gets 2 offered events due to the
Unity blind transfer implementation
CSCsc33001—DEV: Add traces to identify call stuck
on Cisco Supervisor Desktop
CSCsc34785—CRS not sending CALL_ESTABLISHED_EVENT
CSCsc38656—Agent switches to ready state once
caller completes transfer
CSCsc46697—Trailing spaces in the ICD
DN that CRS is getting from LDAP
CSCsc52936—Timing issue causes ACDR
not to be written
CSCsc62132—Cannot delete
more than one inactive agent at one time
CSCsc71714—Timing issue causes priority of 0 in historical
reports
CSCsc79347—When
applying hotfix for French Cisco Agent Desktop on top
of SR2, GUI is half English
CSCsc83157—Deadlock between CRS and Cisco
CallManager cause redirect failure CTIERR_TIMEOUT
CSCsd03299—Handle exceptions when destroying DB
connections
CSCsd23723—Deadlock in CRA Engine - calls failing
Defects Resolved in Service Release 2
CSCsa74890—Cisco Agent Deaktop
Blind Transfer toolbar button not working
CSCsb12608—RmCm subsystem
stuck in Initializing while loading agents due to LDAP
issues
CSCsb12709—Some of the
agents lose skill assignments
CSCsb14303—The talk
time shows blank after long talk period
CSCsb15581—Discrepancy between
CSCsb25111—Java Heap runs out of space restarting
the CRA engine
CSCsb33770—ICD: Agent
member of hunt group leaves agent stuck in Not Ready
CSCsb35043—Agent State Detail report fails with
apostrophe in the name.
CSCsb50990—AD malfunction causes IPCC Express Agents to lose skills
Defects Resolved in Service Release 1:
CSCed41480—JRE incompatibility
error, JRE too new
CSCee03176—Issue in AgentStateDetail
table
CSCeg72780—Calls in ContactRoutingDetail
table with finalPriority = 0
CSCeg87574—Call stuck in priority queue on Cisco
Supervisor Desktop, agent transfer call to route point via Cisco Unity
CSCeh05891—Database 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 reports
CSCsa71189—NullPointerException
displayed when Execute button clicked in DB write
CSCsa71190—Historical reporting error on specific
date overflow of data
CSCsa71918—Call aborted if transferred to route
point using task button on Cisco Agent Desktop
CSCsa72409—IP-IVR ports hang if caller drops right
when transfer is completed
CSCsa75397—Agent Detail Report extra record with
blank called number
CSCsa81870—LDAP queries
cause AD DC to go to 100% - agents sometimes lose skills
CSCsa82502—Spanish Version historical reports client
unable to print report
CSCsa83251—LDAP
malfunction causes loss of skills
CSCsa89722—Call stuck in queue when transfer to
agent fails
CSCsb02825—Reporting issue if supervised
transferred call to queue is redirected.
CSCsb08113—Missing TransferEnd
cause potential deadlock, Applications subsystem goes to partial service
Using Bug Toolkit
You
can search for and find additional information about defects by using the Cisco
Software Bug Toolkit. To access Bug
Toolkit, you need the following items:
- Internet
connection
- Web
browser
- Cisco.com
user ID and password
To
use the Software Bug Toolkit, follow these steps:
1. To access
the Bug Toolkit, go to this URL:
http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
2. Log on
with your Cisco.com user ID and password.
3. Click the
Launch Bug Toolkit hyperlink.
4. To look
for information about a specific problem, enter the bug ID number in the “Enter
known bug ID” field and click Search.
Obtaining Troubleshooting Assistance
For the most current troubleshooting information and tips visit the following URL:
http://cisco.com/cgi-bin/Support/browse/psp_view.pl?p=Software:Cisco_IPCC_Express_Edition&viewall=true
For assistance identifying and troubleshooting common problems, visit the Cisco TAC Case Collection Tool (TCCT) at the following URL:
http://www.cisco.com/kobayashi/support/tac/tsa/launch_tsa.html
From the Tools and Utilities page, select the Voice technology link, and search for a solution using a free text
query or a guided search.
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
Cisco recommends that you apply this Service Release during off-peak hours because this procedure requires that you reboot the Cisco CRA server.
Before you install this Service Release, you must complete the installation of Cisco CRA 3.5(3) and reboot the Cisco CRA server as prompted by the installation program.
Before installing this Service Release, 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 2. See the “Disabling the Cisco Security Agent Service” section at the end of this document for instructions.
Step 1: Download the ccrs.3-5-3-sr3.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 3.5(3)sr3 - 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.
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 CSCsa74890. 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 3 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: To install this patch, double-click Hotfix_language.exe, where language is the Cisco CRS language that is installed on this server.
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 3. See the “Disabling the Cisco Security Agent Service” section at the end of this document for instructions.
When you uninstall Service Release 3, you will choose some or all of the following programs from the Windows Add/Remove Programs window:
- Cisco CRA – 3.5(3)sr3 Uninstall – Choose this program from a co-resident or a standalone Cisco CRA server.
- Cisco CRS – 3.5(3) Hofix Uninstall – Choose this program from a co-resident or a standalone Cisco CRA server.
- CRA Remote DB Server – 3.5(3)sr3 Uninstall – If you have set up a remote database server, choose this program from that server. If you are using the Historical Reports Database Server as the ICD Call Statistics, Recording, and Monitoring Server, choose this program from that server.
To uninstall Service Release 3, follow these steps:
Step 1: Choose Start > Settings > Control Panel > Add/Remove Programs.
Step 2: Click the program to uninstall (Cisco CRA – 3.5(3)sr3 Uninstall, Cisco CRS – 3.5(3) Hofix Uninstall, or CRA Remote DB Server – 3.5(3)sr3 Uninstall).
Step 3: Click Change/ Remove.
Step 4: In the dialog box that prompts for confirmation that you wish to uninstall CRA 3.5(3) Service Release 3, click Next.
Step 5: When the Uninstall dialog box appears prompting you to confirm that you want 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: When the This Server will Now Reboot dialog box appears, click OK to reboot.
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 3. To disable this service, perform the following steps.
For more information about the CSA, refer to Installing Cisco Security
Agent for Cisco Customer Response Applications. You can access that document from this
URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/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 3. For instructions, refer to the CSA document described earlier in this section.