Release Notes for Cisco Unified CCX and Cisco

Unified IP IVR 8.0(2) SU3

Revised: March, 2011

These release notes describe all versions of Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3.
To view the release notes for previous versions of Cisco Unified CCX and Cisco Unified IP IVR, go to:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html.
To access the latest software upgrades for all versions of Cisco Unified CCX and Cisco Unified IP IVR,
go to http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=278875240

Contents
• Introduction, page 2
• System Requirements, page 2
• Related Documentation, page 2
• Installation Notes, page 2
• Obtain Unified CCX 8.0(2) SU3 for Upgrade, page 2
• Important Notes, page 4
• Caveats, page 5
• Troubleshooting, page 9
• Obtaining Documentation, Obtaining Support, and Security Guidelines, page 9

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Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA
© 2011 Cisco Systems, Inc. All rights reserved
 Introduction

Introduction
These release notes describe the new features and the caveats resolved in Cisco Unified Contact Center
Express (Unified CCX) and Cisco Unified IP IVR, Release 8.0(2) SU3 (Build: 8.0.2.11004-12). These
release notes are updated for every maintenance release but not for patches or hot fixes. Before you
install Cisco Unified CCX and Cisco Unified IP IVR, we recommend that you review this document for
information about issues that may affect your system.

System Requirements
For current information about supported products for Unified CCX, refer to Cisco Unified CCX
Software and Hardware Compatibility Guide, which is available at this URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html

Related Documentation
Documentation for Unified CCX is accessible from Cisco.com at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Installation Notes
You can upgrade to Unified CCX, Release 8.0(2) SU3, if you are running Unified CCX, Release
5.0(2)SR3, 7.0(1)SR5, 8.0(1), 8.0(2), 8.0(2)ES1, 8.0(2)SU1, or 8.0(2)SU2 on your server(s).
For more information about supported upgrade and compatible hardware, refer to Cisco Unified CCX
Software and Hardware Compatibility Guide, which is available at this URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html

Obtain Unified CCX 8.0(2) SU3 for Upgrade

Because of its size, the UCSInstall ISO file, UCOS_8.0.2.11004-12.sgn.iso, comprises two parts:
• UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12.sgn.iso_part1of2
• UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12.sgn.iso_part2of2

Step 1 Go to this URL:

http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=278875240
Step 2 Type your Cisco.com username and password in the text boxes, then click Log In.
Step 3 Choose Customer Contact > Cisco Unified Contact Center Products > Cisco Unified Contact
Center Express > Cisco Customer Response Solution Software Releases > Unified CCX 8.0
Step 4 Download the two UCSInstall files.
Step 5 To combine the two files, execute one of the following commands.

Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3
2
 Obtain Unified CCX 8.0(2) SU3 for Upgrade

Note Because the UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12 build is a non-bootable ISO, it proves

useful only for upgrades. This build cannot be used for new installations.

a. If you have a Unix/Linux system, copy and paste the following command into the CLI:
cat UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12.sgn.iso_part1of2
UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12.sgn.iso_part2of2 >
UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12.sgn.iso
b. If you have a Windows system, copy and paste the following command into the command prompt
(cmd.exe):
COPY /B UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12.sgn.iso_part1of2 +
UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12.sgn.iso_part2of2
UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12.sgn.iso
Step 6 Use an md5sum utility to verify that the MD5 sum of the final file is correct.
3f81482e268d3b15635126087ced197c UCSInstall_UCCX_8_0_2_UCOS_8.0.2.11004-12.sgn.iso

Note To complete the upgrade, continue with the rest of the steps listed in the Cisco Unified Communications
Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, available at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_g
uides_list.html

Linux to Linux Upgrade Notes

If you are doing Linux to Linux upgrade from Unified CCX 8.0(1) to Unified CCX 8.0(2)SU3, then
apply the COP patch file "ciscouccx.801upgradefix.cop.sgn" which you can download from the
download area on Cisco.com, Unified CCX 8.0(2) Downloads.
The COP patch file can be applied using GUI (graphical user interface) or CLI (command line interface).

Using GUI

If you plan to use GUI, follow the steps below:

Step 1 On the OS Administration tab, choose Software Upgrades > Install/Upgrade

Step 2 Enter the location on an SFTP server where you have stored the COP file

Using CLI

If you plan to use CLI, run the CLI command "utils system upgrade initiate" and enter the folder path
where the COP patch file is located along with the SFTP server IP address.

Note To complete the Linux to Linux upgrade, continue with the rest of the steps listed in the Cisco Unified
Communications Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP
IVR, available at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_g
uides_list.html

Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3
3
 Important Notes

Important Notes
This section highlights the important changes in this version.

Shared Line Support

Unified CCX 8.0(2) ES1 and later versions offers support for multiline changes to handle events for ACD
calls on primary as well as secondary lines of an agent's phone device. This means when a ACD call is
existing on an agent’s secondary line, the agent will be able to manage the call on Cisco Agent Desktop
(CAD) and Cisco Supervisor Desktop (CSD).
A call is considered as ACD call based on below rules:
– Call is delivered to the Agent from the CSQ.
– Call is a consult call for an ACD call.
– All calls handled by an agent on his ACD extension (incoming or outgoing)
– Call was handled by an agent on his/her ACD extension at some point during the history of the
call
– Agent used JAL or DTAL feature (conference/transfer) feature between two calls (at least one
of them was a ACD call).
Under these conditions, the CSD user could perform Monitor/Record/Barge-In/Intercept to that call.

Custom Code Execution

The various issues with access permissions for custom code has been addressed in this release.

Note The only supported access to read/write files from disk using custom code is using the customer folder.
To view the location of this folder, use the following syntax: System.getProperty(“uccx.customer.dir”)
Warning - This customer folder is not backed up by Unified CCX. Also, the purging capability is not
supported for this folder.

Restrictions with Generating Historical Reports

Due to a limitation set for 10K records in CCDR tables, there was an issue to generate HR reports for
larger duration.
To provide the flexibility back to generate reports with more than 10000 records, this limitation has been
removed by fixing the defect CSCtj96987. The behvior henceforth will be same as 7.x releases, where
the reports can be generated for longer duration (upto the tmpdb capacity of 2GB).

Unsupported Configurations and Scenarios for Cisco Unified CCX

Cisco Unified CCX 8.0(2) SU3 does not support the following configurations and scenarios:
• Shared lines for CTI ports and for CTI route points.
• Expansion servers, except for automatic speech recognition (ASR) or text-to-speech (TTS), which
must be separate, dedicated servers.

Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3
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 Caveats

• ICD call answer/transfer using any third party attendant console desk software is not supported with
Unified CCX.
• SIP REFER between a switchboard and Unified CCX is not supported if the transfer is completed
after the call has been answered on the Unified CCX CTI port due to media re-establishment issues.

Caveats
• Using Bug Toolkit, page 5
• Open Caveats, page 5
• Resolved Caveats, page 6

Using Bug Toolkit

Known problems (bugs) are graded according to severity level. These release notes contain descriptions
of the following:
• All severity level 1, 2, and 3 bugs.
• Significant severity level 4 bugs.
You can search for problems by using the Cisco Software Bug Toolkit.

Before You Begin

To access Bug Toolkit, you need the following items:
• Internet connection
• Web browser
• Cisco.com user ID and password

Procedure

Step 1 To access the Bug Toolkit, go to

http://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs.
Step 2 Log in with your Cisco.com user ID and password.
Step 3 To look for information about a specific problem, enter the bug ID number in the “Search for Bug ID”
field, then click Go.

For information about how to search for bugs, create saved searches, and create bug groups, click Help
in the Bug Toolkit page.

Open Caveats
The caveats in Table 1 lists the important defects that are open in this release of Cisco Unified CCX.

Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3
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 Caveats

For more information about an individual defect, you can access the online record for the defect by
clicking the Identifier or going to the URL shown. You must be a registered Cisco.com user to access
this online information.
Because defect status continually changes, be aware that Table 1 reflects a snapshot of the defects that
were opened at the time this report was compiled. For an updated view of open defects, access Bug
Toolkit as described in the “Using Bug Toolkit” section on page 5.

Table 1 Open Caveats

CSCtk82341 Voice CSQ team summary shows blank in CSD

CSCtn16852 VOIP Monitor Subsystem System not starting
CSCtn40083 DialingList table with many records causing Outbound to perform slowly
CSCtj91950 UCCX backup fails due to illegal character's in LDAP
CSCtk02875 Marking of calls redirected by "redirect"step inconsistent with CSD & HR
CSCtl13100 FCVoIPMonSvr cores during Engine re-start
CSCtl86300 CSD stops responding when team is selected
CSCtn18181 Agent Email on 8.x stripping off the original sender email address
CSCtn20188 Blank Page seen on Unified CM config page of Appadmin setup
CSCtk82341 Voice CSQ team summary shows blank in CSD

Resolved Caveats
Table 2 lists all the defects that are Resolved in this release of Cisco Unified CCX.
A Resolved (R) caveat indicates that the bug is fixed. The assigned engineer moves the bug to this state
when testing is complete.

Note In certain rare circumstances, we are unable to fix the bug in all version in which it is found. The
defect will still be in state 'R'. Please contact the TAC if you are being impacted by a defect in
this condition.

For more information about an individual defect, you can access the online record for the defect by
clicking the Identifier or going to the URL shown. You must be a registered Cisco.com user to access
this online information.
Because defect status continually changes, be aware that Table 2 reflects a snapshot of the defects that
were resolved at the time this report was compiled. For an updated view of resolved defects, access Bug
Toolkit as described in the “Using Bug Toolkit” section on page 5.

Table 2 Resolved Caveats

CSCth12164 BootstrapSync error: lock acquire failure, err persists until NM restart
CSCth20421 Route point creation failed
CSCth54273 UCCX: Clean up MissingResourceException in logs
CSCth62543 UCCX: Node Manager crashes if hostname is more than 15 characters

Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3
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 Caveats

Table 2 Resolved Caveats

CSCth87427 Expanded call variables once put in script cannot be removed

CSCti03682 Significant delay when editing a sub-flow step in a script
CSCti52602 UCCX unable to delete file frm folder c:\Program Files\wfavvid\BSTxState
CSCtj08803 Editor error messages are not giving proper information
CSCtj10037 Outbound Called number shows as unavailable in CSD
CSCtk05208 UCCX-CM config page, 2 entries is allowed msg pops, nothing selected
CSCtk01921 IP Phone Agent error messages on Round Table Phones were not cleared
CSCtj81593 Not able to download CAD-BE properties file on IE the first time
CSCtj81542 UCCX log generates error stating its unable to find "jtds-1.2.jar" file
CSCtj80450 Script Editor - Add aef extension if required
CSCtj72437 Deleting of multiple device pool is not possible with firefox
CSCtj64932 cold standby server can't redirect to active cucm when pub is not avail
CSCtj23109 filter by skill name not working in agent state summery reports (both)
CSCtj10015A user with a comma can be created in CM but cannot be deleted from UCCX
CSCsu03832 Email Service displayed in DesktopServiceTracingPg though not activated
CSCtn38343 Agent doing transfer between his own extns cause PK voilations in CCDR
CSCtn38305 PK violation seen due to ASDR when agent devices go down
CSCtn28651 W1 restore Fails: CCX with CUCM recognized as CCX with CME deployment
CSCtn23810 Traffic Analysis Report showing incorrect date in Chart
CSCtk98078 Appadmin displays wrong file in Document Management
CSCtk98006 Issues with 'file uccx list' and 'file list' commands
CSCtk83734 Large custom jar files cause error in OnException steps
CSCtk83252 change "utils uccx jtapi-client update"
CSCtf77153 No option-Default IVR language during setup.Takes first in hash set
CSCtf69156 Default folders in document manager not present
CSCtf56320 Historical data store is not getting activated during Add to cluster
CSCtf54323 Unable to use integer arrays in custom Java classes
CSCtl06454 jtapi and jsafe jar files conflict with custom code using cybersource
CSCtl05454 Database is initializing start after migrating UCCX 8.5.1.10000-25 from
CSCsw22313 Bad Database connection causes calls to fail
CSCtl03537 During W1 Upgrade CUCM related messages in CCX with CME setup
CSCsu40814 The supervisor shows oldest in queue as 1(00:00:00)
CSCtn13915 Config mismatch on HA nodes due to simultaneous config sync operations
CSCtn04729 On W1 Phase1 Complete. Where will user check and confirm Phase2 complete
CSCtn01319 Historical Report incorrectly show agent login/logout time in AEDT
CSCtl97369 Error while updating info
CSCtl93897 UCCX Engine tries to update missing table, which causes RTMT alerts

Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3
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Caveats

Table 2 Resolved Caveats

CSCtl84594 when CUCM pub down sub is up, initial appadmin does not show error msg
CSCtl46384 UCCX version mismatch in UCS-VMware
CSCtl45088 New trigger not seen on Master but seen on Sub
CSCtl43530 STEPS_DB debug log does not work under MIVR logging
CSCtk68473 uccxuser password changes w/o user intervention
CSCtk62195 Next button validation not proper in some pages
CSCtk36074 NLA:HRC: wrong translation in report contact service queue activity
CSCtk10613 CRS Engine not reading custom jar files
CSCti25888 JTAP goes into partial service when deleting a route point
CSCth87420 Cannot search for varaible used in set/get enterprise info
CSCth54297 IPIVR 7.x Script Upload Step Allows Invalid Folders to be Created
CSCti25679 Plain text email displayed incorrectly in CAD - Calabrio defect 22598
CSCtl18601 Recorded calls not available for playback after a day in CSD
CSCtl07217 CSD record viewer is crashing when clicking play and save issue i
CSCtn32013 VoIP Mon service core dump on Agent log-in
CSCtn32009 CSD Workflow changes affected skills when sorting
CSCtn31990 Page refreshing in non-visible browser tab steals focus
CSCtn31965 Sorting by empty column makes entries jump around
CSCtn31827 Standard License user interface errors
CSCtk16031 Next Generation Java Plug-in does not work
CSCtl50962 CSD recording filter - filters by day but not by date
CSCtk76985 English Email UI on FRC, NOR, TUR localized CAD
CSCtg09763 iaqExtension Observer is closed inadvertently for Agent CAD
CSCtk57802 UCCX8.5 - Source code variable name shown on login page
CSCtk62187 ETSGJ-CH:Unable to upload scripts through Application Wizard of UCCX
CSCtl85886 Changes to Node2 lost when CDS is disabled
CSCtl23050 UCCX: 8.0 doesn't allow change to uccxworkforce user password
CSCtf60652 Call Flow with Agent to RP Transfers Leads to Memory Leak
CSCti96674 Webadmin does not load due to missing tomcat setting
CSCtj99294 Outbound calls show up as Inbound after upgrade to 5.0(2)SR3
CSCtj59447 RPServer doesn't purge the recording
CSCtl13163 Multiple agent.exe instances in thin client enviroment
CSCtj93842 UCCX DRS needs mechanism to prevent CAD LDAP Corruption

Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3
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 Troubleshooting

Troubleshooting
For the most current troubleshooting information and tips, visit the following URL:
http://www.cisco.com/en/US/support/index.html
For assistance with identifying and troubleshooting common problems, access 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.

Obtaining Documentation, Obtaining Support, and Security

Guidelines
For information on obtaining documentation, obtaining support, providing documentation feedback,
security guidelines, and also recommended aliases and general Cisco documents, see the monthly
What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical
documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed
and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a
free service and Cisco currently supports RSS version 2.0.

Documentation Feedback
You can provide comments about this document by sending email to the following address:
ccbu_docfeedback@cisco.com
We appreciate your comments.

*Copyright © 2011, Cisco Systems, Inc., All rights reserved.

Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks
can be found at www.cisco.com/web/siteassets/legal/trademark.html. Third party trademarks mentioned are the property of their respective owners.
The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1005R)

Release Notes for Cisco Unified Contact Center Express 8.0(2) SU3

Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3
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 Obtaining Documentation, Obtaining Support, and Security Guidelines

Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 8.0(2) SU3
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