Cisco Customer Response Applications 3.5(4) Service Release 1 (for Extended Services)
This Cisco Customer Response Applications (CRA) Service Release, cm-es.3-5-4-sr1.exe, should only be installed with Cisco CRA 3.5(4).
You must install Service Release 1 on the server running Cisco CRA.
This service release contains the following resolved defects:
CSCsb00856—Enhance tracing in
AgentQueueStatus
CSCsb11917—Agent changes to Work
state while talking to caller
CSCsc19232—IP phone transfers call
results in call stuck in queue
CSCsc27461—Database connection
throwing errors because of a connection timeout
CSCsc33001—Add traces to identify
call stuck on CSD
CSCsc34785—CRS not sending
CALL_ESTABLISHED_EVENT
CSCsc38656—Agent switches to ready
state once caller completes transfer
CSCsc38947—VOPI Monitor on IPCC
causes CPU spike on Cisco CallManager
CSCsc46697—Trailing spaces in the
ICD extension 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
CSCsc97761—Stuck call; race condition
CSCsd10297—Call stuck in queue
CSCsd23723—Deadlock in Cisco CRS
Engine—calls failing
CSCsd26855—Historical Reporting
Client login will fail with a bad user ID/password
CSCsd30105—Name to user step
terminates prematurely—Active Directory
CSCsd30475—JVM.log greater than 4 GB
crashes IP IVR
CSCsd31591—Aborted call due to
unhold fails when caller completes the transfer to CSQ
CSCsd38512—ACDR with no matching
CCDR for out of system then back in transfer
CSCsd38839—Application exception if
agent picks up just when RNA timer expires
CSCsd49923—CRSInstallUtils.dll to
be bundled in Historical Reports Client installer.
CSCsd70473—Failed to open Cisco CallManager
page from Cisco Desktop Administrator
CSCsd79734—Call to a route point— transferred to a route
point = stuck in queue
CSCsd94290—Keypad in Cisco Agent
Desktop is grayed out until call is connected
CSCse01240—Contacts are getting
stuck in contacts report after routed through Cisco Unity
CSCse02507—Blind transfer from Cisco
Unity/ agents to Cisco IPCC Express failing
CSCse05416—Cisco Agent Desktop
buttons grayed out upon answering call
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, 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.
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(4) 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 cm-es.3-5-3-sr1.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(4)sr1 - 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 1 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 1. See the “Disabling the Cisco Security Agent Service” section at the end of this document for instructions.
When you uninstall Service Release 1, you will choose some or all of the following programs from the Windows Add/Remove Programs window:
- Cisco CRA – 3.5(4)sr1 Uninstall – Choose this program from the Cisco CRA server.
- Cisco CRS – 3.5(4) Hofix Uninstall – Choose this program from a co-resident or a standalone Cisco CRA server.
To uninstall Service Release 1, follow these steps:
Step 1: Choose Start > Settings > Control Panel > Add/Remove Programs.
Step 2: Click the program to uninstall (Cisco CRA – 3.5(4)sr1 Uninstall, Cisco CRS – 3.5(4) Hofix Uninstall.
Step 3: Click Change/ Remove.
Step 4: In the dialog box that prompts for confirmation that you wish to uninstall CRA 3.5(4) Service Release 1, click Next.
Step 5: When the Uninstall Cisco CRA – Cisco CRA 3.5(4)sr1 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 1. 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 Releases. 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 1. For instructions, refer to the CSA document described earlier in this section.