Cisco Finesse Release 9.1(1) ES5

Transcription

1 Cisco Finesse Release 9.1(1) ES5 Table of Contents Patch version... 2 Valid upgrade paths... 2 Upgrading to Cisco Finesse Release 9.1(1) ES Before you begin... 2 Upgrade procedure... 3 Rollback... 4 Resolved caveats in this Engineering Special... 5 CSCuj CSCui CSCuj CSCuj CSCuj CSCuj CSCuj CSCuj Bug Search Tool... 8 Changes in previous Release 9.1(1) ES releases... 8 Changes in Cisco Finesse Release 9.1(1) ES Defect number: CSCuh Changes in Cisco Finesse Release 9.1(1) ES Defect number: CSCug Defect number: CSCuf Defect number: CSCuf Improved handling of network glitches... 9 Changes to Cisco Finesse Notification Service logging... 9 Changes in Cisco Finesse Release 9.1(1) ES Defect number: CSCue Defect number: CSCue

2 Defect number: CSCue Defect number: CSCue Defect number: CSCue Defect number: CSCue Defect number: CSCue Defect number: CSCue Changes in Cisco Finesse Release 9.1(1) ES Defect number: CSCue Patch version File Name UCSInstall_CCD_ sgn.iso MD5 Checksum 1e58e3c be28 Valid upgrade paths From Cisco Finesse Release 9.1(1) FCS version From Cisco Finesse Release 9.1(1) ES1 From Cisco Finesse Release 9.1(1) ES2 From Cisco Finesse Release 9.1(1) ES3 From Cisco Finesse Release 9.1(1) ES4 Note: The ISOs for Cisco Finesse Release 9.1(1) and 9.1(1) ES releases are bootable. That is, you can install Finesse directly from the latest ES. For example, if your primary and secondary Finesse server both have Cisco Finesse Release 9.1(1) ES4 installed and you need to rebuild your secondary node, you can upgrade your primary node to Release 9.1(1) ES5 and perform a fresh installation of Release 9.1(1) ES5 on your secondary node. This patch was created to address customer issues with Finesse. Cisco Finesse Release 9.1(1) ES5 is cumulative. That is, it contains all fixes from Cisco Finesse Release 9.1(1) ES1, Cisco Finesse Release 9.1(1) ES2, Cisco Finesse Release 9.1(1) ES3, and Cisco Finesse Release 9.1(1) ES4. Upgrading to Cisco Finesse Release 9.1(1) ES5 Before you begin Note: You must perform a DRS backup before you perform this upgrade. If you do not perform a DRS backup, switch-version does not work.

3 To access the DRS application, direct your browser to the following URL: server IP address>:8443/drf For more information, see the detailed online help provided with the DRS application. Note: Third-party gadgets are not migrated when you perform an upgrade. You must manually upload the gadgets to the primary and secondary Finesse servers each time you upgrade the system. After an upgrade, you must reset the password for the 3rdpartygadget account on the primary and secondary Finesse servers. This password is not migrated across upgrades. Upgrade procedure You must perform the following procedure on the primary Finesse node first and then on the secondary Finesse node. 1) Download Cisco Finesse Release 9.1(1) ES5 from Cisco.com and place the file on an FTP or SFTP server that you can access from your Finesse system or burn the ISO file to DVD. 2) If you choose to download the ISO to the local disk where vsphere is installed, in the VM console, click the Connect/Disconnect the CD/DVD devices button and select Connect to ISO image on local disk. 3) Navigate to the location where the ISO file is stored. 4) SSH to your Finesse system or log in at the system console with the credentials for the platform administration account. 5) From the command line interface (CLI), run the command utils system upgrade initiate. 6) Follow the instructions provided by the utils system upgrade initiate command. 7) When prompted, select option 3 for local DVD/CD. 8) At the Automatically switch versions if the upgrade is successful prompt, type yes to upgrade and switch version, or type no to upgrade only without switching version. Note: The upgrade is not active until a switch version is performed. 9) If you typed no to upgrade without switching version, you must manually switch version. If you typed yes to automatically switch versions, skip to step 10. a) To manually switch versions, access the CLI using the platform administration account. b) Enter the command utils system switch-version. c) Type yes to confirm. Finesse reboots. 10) Disable Cisco Security Agent (CSA). a) Access the CLI using the platform administration account. b) Enter the command utils csa disable.

4 c) Enter yes to restart. 11) Check that the upgrade was successful by signing in to Finesse ( address or hostname of Finesse server>/desktop). Note: After Finesse restarts, wait approximately 10 minutes before you try to sign in to the desktop. Finesse services may take a few minutes to reach the STARTED state. Rollback If there is a problem with the upgrade, you can roll back to the previous version as follows: 1) Perform a switch-version on the primary node. a) Access the CLI and enter the command utils system switch-version. b) Enter yes to confirm. The system attempts to switch back to the original version and reboots if the switch is successful. 2) Perform a switch-version on the secondary node. 3) Perform a DRS restore. Note: Do not attempt to reset replication after you perform the switch-version. You must perform a DRS restore instead. If you attempt to repair replication before the DRS restore, the DRS restore will not work correctly. After completing a successful DRS restore, you must reboot both nodes. Replication automatically recovers after the system reboots. To check the replication status, access the CLI and enter the following command: utils dbreplication status. To monitor the progress, enter the command utils dbreplication runtimestate. If replication is set up and functioning correctly, the following appears in the output: REPLICATION STATUS column: Connected for both nodes DBver & TABLES column: match for both nodes REPLICATION SETUP (RTMT) & details column: (2) PUB Setup Complete for the publisher node and (2) Setup Complete for the subscriber node.

5 Note: Do not attempt to switch forward after performing a rollback. You must upgrade your system again, as specified in the upgrade procedure in these release notes. Resolved caveats in this Engineering Special CSCuj63156 Headline: CCE: Cap pending elements when OpenFire cannot deliver event to client. Symptoms: Agent desktop does not have the best connection with Finesse server or desktop has issues that limit connectivity with Finesse server, which leads to frequent re-logins or missing events, etc. Conditions: If OpenFire is unable to deliver an event, it will add that deliverable to a list called pendingelements tracked under that session. The idea is to publish all pendingelements when it detects that there is a successful connection. However the negative side of this is that the size of this list is not capped. So if some agents/supervisor don't have the best connection or get in a situation where a session is stuck in OpenFire, each time OpenFire tries to deliver an event to them, it fails and subsequently adds it to the pendingelements list, making in grow without check. Workaround: None. A restart of the Cisco Finesse Notification service may work only temporarily if the issues continue to persist on agent desktop or flaky network connection. CSCui38742 Headline: Prevent the command that uses the ALL sequencer in the middle of Load Symptoms: System becomes slow to respond under certain conditions and as a result, different kinds of errors are presented to the agent, depending on the action performed at the time. Conditions: Executing any slow operation in either of the following scenarios: On the hour or half hour while a CTISystemEvent is received from CCE. While a UCCE config change is being processed.

6 causes a bottleneck in the thread pool to mark the hour or the half hour. The system should return to normal once the expensive operation has completed or timed out. Workaround: Finesse Server reboot or Finesse service restart CSCuj15267 Headline: BOSH connection gets terminated because rid is out of order Symptoms: BOSH connection is terminating unexpectedly. If using the Cisco Finesse Agent Desktop, the agent may not be able to successfully log in to the desktop. The agent sees the black modal dialog that says "Loading..." and eventually, the login attempt times out. Conditions: This appears to be more reproducible under WAN deployments where roundtrip delays of 80ms are present. Workaround: Re-login to the Agent Desktop. CSCuj21714 Headline: Finesse does not handle CTI FailureEvent during failover Symptoms: Finesse is out of service. Conditions: This occurs when during a failover, the CTI adapter goes to configuring state but before Finesse completes the recovery, the CTI Server sends peripherals offline events. Workaround: Restart the Finesse server. CSCuj21753 Headline: Finesse throws NullPointerException is specific failover scenario Symptoms: Finesse throws a NullPointerException in the desktop-webservices component. Conditions: This occurs when during a failover, the CTI adapter goes to configuring state but before it completes the recovery, the CTI Server sends peripherals offline events. Workaround: Restart the server. CSCuj20568 Headline: CCE: Lost Mobile Agent attributes when processing CTIConfigAgentEvent Symptoms: Mobile Agent loses his attributes. The agent does not see himself as a Mobile Agent anymore on the desktop (i.e. desktop header does not show work mode and dial number). Conditions: Mobile Agent refreshes his desktop after logging in or he changes his state.

7 Finesse receives CTIConfigAgentEvent from CTI. This could occur when a queue membership (Precision queues or normal skill groups) change happens. Workaround: None CSCuj41876 Headline: Finesse NullPointerException while processing AgentConfigEvent Symptoms: Under certain conditions, changes to an agent's queue (skill group) membership do not get saved in memory in Finesse. Conditions: This happens when there is a NullPointerException while processing AgentConfigEvent due to not being able to find a supervisor for this agent. Workaround: None. Potentially, the following workaround may help but can't be confirmed given this is not reproducible in DE lab. 1) Delete the team for which the supervisor is unable to see queue statistics 2) Delete all the agents in that team 3) Permanently remove the deleted items from Deleted Objects 4) Re-create the agents 5) Re-create the team with the agents CSCuj74060 Headline: Wrap-up codes are not selectable Symptoms: Unable to select wrap-up codes for team. This applies to the Team Assignment gadget and occurs in all team assignment gadgets except for layout. The Team Assignment gadget is working correctly; it has more rows visible on one element than the parent container has space for, which creates two scroll bars, and is confusing. Conditions: When assigning wrap-up codes to a team in Finesse Administration: 1. Create more than 25 wrap-up codes in Finesse Administration. 2. At the team page, select more than 24 wrap-up codes. Workaround: Click the sort arrow at the top of the available list of wrap-up codes. This will lock the table so that more wrap-up codes can be selected.

8 Bug Search Tool To access the Bug Search Tool, go to and log in with your Cisco.com user ID and password. Changes in previous Release 9.1(1) ES releases Cisco Finesse Release 9.1(1) ES4 includes all fixes from Cisco Finesse Release 9.1(1) ES1, Cisco Finesse Release 9.1(1) ES2, and Cisco Finesse Release 9.1(1) ES3. The following sections list the resolved caveats and other changes that were included from these previous ES releases. Changes in Cisco Finesse Release 9.1(1) ES4 Defect number: CSCuh82014 Headline: Client receives operation timeout message, fails to receive events Symptom: Client receives operation timed out message on the UI when attempting to perform operations (e.g. state change request) Conditions: Client loses connectivity to the Cisco Finesse Notification Service Workaround: Agent needs to sign out and stay signed out for 2 minutes so that the Notification Service can clean out the connections (due to inactivity) and send Finesse unavailable presences. After that, they can log back in and the desktop should work fine. Changes in Cisco Finesse Release 9.1(1) ES3 Defect number: CSCug52245 Headline: Call does not get cleared on RONA or if caller hangs up while ringing Symptom: Call does not get cleared from desktop after RONA or if caller hangs up. Conditions: Client is experiencing a network glitch or is over a slow network when this happens. Workaround: Refresh desktop or sign out and sign back in. Defect number: CSCuf51868 Headline: DRS backup causes Finesse failover Symptom: DRS backup for Finesse will cause agents to be logged out and display message of Finesse fail over. Conditions: Finesse and DRS backup Workaround: Wait for DRS to complete and OpenFire (Cisco Finesse Notification Service) process to restart and then restart Cisco Tomcat. Defect number: CSCuf81404 Headline: After Openfire restart login failed with timeout when Finesse in service

9 Symptom: Frequent restart of Openfire without restarting Tomcat may cause the system to go to a bad state where login fails due to timeout although the system still appears to be In Service. At one customer site, when Openfire restarts without Tomcat restart, an agent tries to login to secondary Finesse, but failed. After that, the customer secondary Finesse entered the following state: Agent cannot login to secondary Finesse due to timeout error although the secondary Finesse shows in service. This problem could happen to either side of Finesse. Conditions: This problem may happen after an Openfire restart without a Tomcat restart in conjunction with agents logging in after the Openfire restart. Workaround: Restart the Finesse webapp (utils service restart Cisco Tomcat ). Improved handling of network glitches The Finesse desktop is now more lenient when operating under sub-optimal network conditions. Previously, if the desktop lost connection to the Finesse server, the desktop would immediately fail over to the alternate Finesse server. The desktop can now absorb a lost connection to the Finesse server if that connection is restored within a 10-second grace period. If the connection cannot be restored within the grace period, the desktop will fail over to the alternate Finesse server. Complementary functionality has been added to finesse.js for resiliency. Third-party gadgets should use the latest version to take advantage of resiliency enhancements, which allow them to operate through and after a connection outage with minimal code changes. Changes to Cisco Finesse Notification Service logging For Cisco Finesse, Release 9.1(1), before you could enable or disable Cisco Finesse Notification Service logging, you had to stop the Cisco Notification Service and the Cisco Tomcat service. With Cisco Finesse Release 9.1(1) ES3, this requirement is removed. To enable or disable Cisco Finesse Notification Service logging, you must first ensure that the Cisco Finesse Notification Service is running. If the service is not running, the command to enable or disable logging will fail. Changes in Cisco Finesse Release 9.1(1) ES2 Defect number: CSCue46527 Headline: Phonebook entries missing after pressing keypad while talking Symptom: When clicking on the keypad the 2nd time, only the last search output is presented to the agent missing the entire list of numbers. Conditions:

10 Agent clicks the Make New Call button, does a search by name (i.e. NL1) and is connected. While talking, agent clicks the keypad and sees the listings under NL. Agent hangs up the call, goes to Not Ready, and then clicks Make new Call again. Only the last entries show up (i.e. the two that start with NL). Agent can t delete the search entry and add another search name/number. Can t use again until they hit their refresh button for the Finesse URL or log out and back in. Workaround: Log out and log back in. Defect number: CSCue46859 Headline: Cisco Finesse Notification service Out of Memory OOM in SFDC deployment Symptom: Cisco Finesse Notification service goes out of memory. Conditions: Log in to Finesse Agent Desktop and refresh the page several times. This leads to a buildup of HTTP sessions (1 session per refresh) in the Notification service, which never gets cleaned, and eventually leads to out of memory. Workaround: Do not use browser refresh as it is not a supported option. Always use the Agent Sign Out option to gracefully log out the agent. For developers, the recommendation is to always use the same resource ID to connect to the XMPP channel for a given agent so the same session will be reused by the Notification service in such a scenario (multiple browser refreshes). Defect number: CSCue68909 Headline: Cisco Finesse Notification Service crashes with OOM Symptom: Cisco Finesse Notification Service crashes with an Out of Memory error, causing Finesse to be non-functional. Conditions: Over a period, the accumulation of HTTP sessions (due to a couple of potential code issues) may result in this symptom. Workaround: Stop Cisco Finesse Notification Service Stop Cisco Tomcat Start Cisco Finesse Notification Service Start Cisco Tomcat Defect number: CSCue76720 Headline: Finesse does not go OOS when OF goes OOM when Finesse is going IN_SERVICE Symptom: Finesse did not go out of service after the Cisco Finesse Notification Service crashed with an OOM error, immediately after Finesse SystemInfo shows IN_SERVICE (bot not all publishes are made). Agent s attempt to log in results in errors but the user receives no notification that the system is not operational.

11 Conditions: Cisco Finesse Notification Service crashes with OOM immediately after Finesse SystemInfo shows IN_SERVICE (but not all publishes are made). Workaround: Reboot the virtual machine that hosts Cisco Finesse for it to be functional again. Defect number: CSCue68885 Headline: Finesse did not go OOS after OF crashed with OOM until 9.5 hours later Symptom: Finesse did not go out of service after Cisco Finesse Notification Service crashed with an OOM error. Agent s attempt to log in results in errors but the user receives no notification that the system is not operational. Conditions: Cisco Notification Service crashes with OOM. Workaround: Reboot the virtual machine that hosts Cisco Finesse for it to be functional again Defect number: CSCue31049 Headline: XMPP publish errors in logs Symptom: Unwanted error logs observed in log file lead to confusion that it may be a real issue. Conditions: Errors occurred when publishing events on default team node. Workaround: None. Defect number: CSCue06426 Headline: Selecting and deselecting Team List causes browser memory leak Symptom: Possible browser slowness for supervisor desktop when the Team Performance gadget is in the layout. Conditions: Each time the team list dropdown is opened, a new div containing the popup of the team list is created. Once a team is selected or the user clicks away from the dropdown, the popup goes away but the div that contained the popup remains on the DOM, resulting in an ever-increasing list of empty div objects as the team list is accessed. Workaround: Have the supervisor log out and log back in. Defect number: CSCue46832 Headline: reset_3rdpartygadget_password fails Symptom: Any of the following CLI commands will fail to execute and will hang at the password prompt when attempted: utils finesse application_https_redirect* utils finesse notification* utils reset_3rdpartygadget_password

12 This will lock your current console session until the system is rebooted. Conditions: You install Finesse with an administrator account and the username is not administrator in all lower case. Workaround: Another console can be opened if you are connected directly to the system by pressing Alt + any function key [F1-F6], for a total of up to 6 separate console sessions. If you are connected via SSH, simply disconnect and reconnect to gain a new session. To prevent this from happening again, you can create an additional CLI account that uses the username administrator (all lower case) with limited access to CLI commands. This account will be able to run these commands without an additional password prompt that locks the session. Removing Additional CLI Account In Finesse Release 9.1(1), when you created the Administrator User account during installation, if you used anything other than administrator, you could not execute certain CLI commands. The workaround for this issue was to create a second CLI account with the username administrator. This ES contains a fix for this issue. If you previously created a second account with the username administrator, you can now safely remove that account. To remove the account: Log in to the VOS CLI and run the following command: delete account <account name> Changes in Cisco Finesse Release 9.1(1) ES1 Defect number: CSCue30887 Headline: Issue with agent logout due to XMPP presence state not waiting 10 secs Symptom: Agents getting logged out due to XMPP presence Conditions: This only happens in SalesForce.COM (SFDC) generic connector where the entire SFDC web page is refreshed after every action, causing the XMPP connection to re-establish. Workaround: None.

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