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Introduction
IntroductionCisco Media Blender (CMB), Release7.1(2) is delivered as a Maintenance Release (MR) along with Cisco Unified Interaction Manager MR 4.3(2). Patch installer is used to upgrade the CMB Release 7.1 base release version to CMB 7.1(2).
These release notes describe the new information and caveats for CMB Release 7.1(2). The CMB, Release 7.1(2) is the first MR for the base release 7.1.
For a list of the open and resolved caveats in this release, see the Resolved Caveats in this Release, page 22 and the Open Caveats in This Release, page 24. Updates for these release notes occur with every maintenance, minor, and major releases.
CMB, Release 7.1(2) can be installed on a CMB Base Release 7.1 only.
System Requirements
Hardware Requirements
There are no specific hardware requirements for CMB, Release 7.1(2) as it is installed on the same server where CMB, Release 7.1 is installed. Ensure that the hard drive where CMB, Release 7.1 is installed has sufficient (minimum of 500 Megabytes) free disk space.
Software Requirements
CMB, Release 7.1(2) release requires JDK version 1.6.0 Update 17 and Apache Tomcat version 5.5.28. These updates are installed by the CMB 7.1(2) MR installer. If the CMB 7.1(2) MR installer detects that the required third party software(s) are already installed, the installer will skip the third party software installation.
Related DocumentationFor more information on Cisco Media Blender Base Release 7.1, see the following installation and administration guides.
• Cisco Media Blender Installation Guide for Cisco Unified Contact Center Enterprise & Hosted Editions version 7.1
• Cisco Media Blender Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Editions version 7.1
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Installation Notes
Installation Notes
Installing Cisco CMB 7.1(2) MR
Follow these steps to install the Cisco CMB 7.1(2) MR.
Step 1 Copy the CMB 7.1(2) MR from CIM 4.3(2) media to a local directory in the CMB server. (You can also download th CMB 7.1(2) MR from Cisco.com.)
Step 2 Double-click the CMB MR installer exe file to begin the installation. The welcome screen appears.
Figure 1 Welcome Screen
Step 3 Click Next. The License Agreement screen appears.
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Installation Notes
Figure 2 License Agreement
Step 4 Read the software license agreement and select I accept the terms of license agreement.
Step 5 Click Next. The Ready to Install the Program screen appears.
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Installation Notes
Figure 3 Ready to Install the Program
Step 6 Click Install to begin the installation. The Choose Folder window appears.
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Installation Notes
Figure 4 Choose Folder to Install java JDK
Step 7 The Installer prompts you to choose a location to install Java JDK 1.6.0_17. By default, <Windows Drive>:\Program Files path is selected.
Note Ensure that you do not select the <C:\CiscoMB> location to install JDK. This is the product install location for CMB 7.1 base release and you cannot install JDK at this location.
Step 8 Choose a location and click OK. The installation screens (Figure 5 and Figure 6) appear.
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Installation Notes
Figure 5 Installing Java JDK
Figure 6 Apache Tomcat Setup Welcome
Step 9 In the Apache Tomcat Setup Welcome screen, click Next. The Apache Tomcat License Agreement screen appears.
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Installation Notes
Figure 7 Apache Tomcat License Agreement
Step 10 Read the agreement and select I Agree. The Choose Components screen appears.
Step 14 By default, the HTTP/1.1 Connector Port is set as 8080. To access Tomcat administration pages, provide an username and password. Click Next. The Apache Tomcat Setup: Java Virtual Machine Path Selection screen appears.
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Step 15 By default, the path where JRE 1.6.0 update 17 is installed, is displayed. If this is not the correct location, enter the correct JRE installation path and click Next to continue the installation (Figure 12 and Figure 13).
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Step 16 Click Finish to complete the installation. The CMB Installation Wizard Complete screen appears.
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Installation Notes
Figure 14 CMB Installation Wizard Complete
Step 17 Choose an appropriate option on this page and click Finish to complete the installation.
Note For system failures such as downtime of server during the installation process, you recover from the failure by re-running the patch installer again. The patch installer will detect the installation status at the time of failure and upon re-run, will skip the third-party software installation if they are already installed , re-patch files (if required) based on previous status, and completes the installation.
Uninstalling Cisco CMB 7.1(2) MR
Follow these steps to uninstall Cisco CMB 7.1(2) MR:
Step 1 Choose Start > Control Panel> Add or Remove Programs.
Step 2 Select “Cisco CMB Maintenance Release CMB 7.1(2)” and click Remove. You are prompted to confirm the uninstallation.
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Step 4 After the uninstallation is complete, the Uninstall Complete screen appears.
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Installation Notes
Figure 17 Unistall Complete
Step 5 Click Finish to complete the uninstallation.
Note Ensure that you start the IIS/WWW services if you do not want to re-boot the system.
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New and Changed Information
New and Changed InformationThis section discusses in detail the new information for this release.
• Migration from JDK 1.4 to 1.6.0 update 17, page 16
• Migration from IIS/ServletExec to Apache Tomcat, page 16
• Multiple CMB instances connecting to same peripheral, page 16
Migration from JDK 1.4 to 1.6.0 update 17
CMB, Release 7.1 uses JDK 1.4. For CMB, Release 7.1(2), the JDK version is upgraded to version 1.6.0 update 17. This migration to higher JDK version is beneficial in terms of new features, better performance, and scalability. Some features provided by 1.6 are Autoboxing & Unboxing, enhanced for each loop, generics, concurrency utilities, and son on. JDK versions 1.4 and lower versions are end-of-life/end-of-support, and no patches/fixes will be provided for defects/issues found in earlier JDK versions.
Migration from IIS/ServletExec to Apache Tomcat
CMB, Release 7.1 runs on the ServletExec/IIS platform using New Atlanta ServletExec 5.0 as the servlet container and Microsoft Internet Information Services 6.0 as the web server. CMB, Release 7.1(2) will use Apache Tomcat as the web server/servlet container. Apache Tomcat is available as open source and is widely accepted as the preferred web server for java based applications, and provides improved performance along with better logging and debugging capabilities.
CMB, Release7.1(2) will require web server/application server (that is, Tomcat) to be running at all times. The use of Tomcat as an application server is a well understood concept within the organization as it is currently utilized in multiple existing products including Unified CCE.
Multiple CMB instances connecting to same peripheral
CMB, Release 7.1 supports a single CMB instance connecting to a single peripheral. CMB, Release 7.1(2) supports multiple CMB servers connecting to a single peripheral. The supported peripherals are Avaya ACD and Cisco Unified Call Manager (Unified CM). This new feature requires configuration changes to the CMB and ICM script. This feature supports appropriate routing of the callback and blended collaboration requests in cluster based environments, where multiple CIM application instances connect to multiple CMBs. These CMBs are in turn connected to a single ACD peripheral. For more information about this feature and related configuration, see the Cisco Media Blender Administration Guide, Release 7.1
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Limitations
Limitations
Web session not established for blended collaboration with Avaya ACD
Symptom:
for blended collaboration activities under heavy load conditions (600 agents handling 10 blended collaboration sessions per hour), the voice path between the customer and agent is established, but the collaboration (web chat) session between the agent and customer is not established. This symptom is observed for less than 1 percentage of the total blended collaboration activities handled by the system and is normally in the range of 0.001 - 0.003 percentage.
Detailed Description:
A blended collaboration activity is a combination of web callback and web collaboration. The customer "talks" to a customer service agent and simultaneously collaborates with the same agent through the web medium. In Avaya based Unified CCE deployments (integrated with CIM), the blended collaboration activity is initiated by CIM through the Media Routing interface. Unified CCE performs the routing of the blended collaboration activity to an available agent.
The voice path is initiated by the CMB and the call is connected through the Avaya ACD (ACD selects an available ACD agent and connects the caller with the selected agent). After the voice path is established, CMB sends a session assigned event to CIM. CIM connects the caller and the selected agent over the web collaboration medium. Under heavy and persistent load conditions, it is observed that for a few blended collaboration activities, the assignment of web session fails and as a result, the customer and agent will never collaborate over the web medium. Also, in a few intermittent cases, it is observed that the session assigned event is sent by CMB with an incorrect peripheral number which also results in the failure of web collaboration session.
Impact:
The blended collaboration activity will be affected since the web session will not be established. However, the voice path between the agent and the customer will remain unaffected. The customer will be connected to the agent over the voice path but the collaboration will not be initiated through the web interface. Since CIM never receives the session assigned event for the selected agent, CIM will not synchronize the agent's browser with the customer and the agent remains logged in without getting connected to the customer over the web media.
If the symptom is observed and the agent is connected ONLY on the voice path with the customer, the agent will not be routed another BC activity since the ACD finds the agent in "TALKING" state. The agent recovers from such a symptom by dropping the voice call and will be "AVAILABLE" again for routing.
This issue will be observed only for Avaya based deployments where the "Predictive" CTI call strategy is used and will not impact blended collaboration sessions which use other CTI call strategies like PhantomWaitRelease, PhantomWaitNoRelease, and so on. There is no impact to web callback since there is no collaboration involved and callback is a VOICE only activity. Also, there is no impact to Blended collaboration activities in IPCC based deployments where Cisco Unified Call Manager is deployed as the peripheral.
Workaround:
There are no workarounds for this issue. If the symptom of session assignment failure is observed, the customer and agent can continue "talking" over the voice path or end the blended collaboration session by dropping the voice call.
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Administration User Interface
Impact to Reporting:
In CIM reporting, BC activities which do not get assigned to the agent as a result of this symptom will be reported as "Abandoned". There will be no impact to Unified CCE reports since for Avaya based deployments. Blended collaboration activity belongs to the CISCO_VOICE MRD in Unified CCE and the voice path is always established first before the session assignment failure.
Administration User InterfaceCMB, Release 7.1(2) administration user interface is similar to the CMB, Release 7.1 release except for few changes.
You can access the CMB, Release 7.1(2) administration pages using the URL: http://<hostname>:8080/cmb.
Note Ensure that Apache tomcat service is started and running before accessing the URL (http://<hostname>:8080/cmb). After Tomcat service is initiated, wait for some time (approximately four minutes) to allow Apache Tomcat to start and deploy the CMB application before accessing the CMB administration console.
Following are the sample screens for CMB, Release 7.1(2) administration user interface:
1. Welcome to Media Blender Administration page
Figure 18 Welcome to Media Blender Administration
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Administration User Interface
2. Cisco Media Blender Administration and Online Help Page
Figure 19 Cisco Media Blender Administration and Online Help
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Administration User Interface
3. Cisco Media Blender Administration Welcome Page
Figure 20 Welcome to Cisco Media Blender Administration Welcome
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Administration User Interface
4. Cisco Media Blender Administration Online Help
Figure 21 Cisco Media Blender Administration Online Help
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Resolved Caveats in this Release
Resolved Caveats in this ReleaseThis section contains a list of defects resolved in this release. Defects are listed by component and then by identifier.
Note Defects, enhancements and features are cumulative and apply both to the current maintenance version and to previous maintenance versions, unless otherwise noted.
Table 1 Resolved Caveats for Cisco Media Blender, Release 7.1(2)
Identifier Component Sev HeadlineCSCtf10366 acd-ipcc 1 License error seen in CMB7.1(2) in IPCCCSCtf79982 acd-lucent 1 Not able to start the blender after enable the application path id.CSCtg11506 acd-lucent 2 AcceptDrop=true functionality is not working for Avaya if we end
VoiceCSCtf06223 bapi 2 Logs are getting overwritten once the log file reaches 5000 line.CSCth28269 bapi 2 BLR LOAD TEST : CD 6 observed during Mulit peripheral BC loadCSCtf05328 admin-ui 3 Copyrights of CMB 7.1.2 showing wrongCSCtf05342 admin-ui 3 Providing wrong Password in CMB admin UI throws IE Exception.CSCtg49762 admin-ui 3 Webpage cannot be displayed shown when we click on BackButton in
CMB 712CSCtf68139 documentation 3 Page not found error shown in the CMB 7.1.2 online helpCSCtf68356 documentation 3 Wrong version of Install & Admin guide is linked in online help CMB
712CSCtf03099 installation 3 Installation of CMB 7.1.2 FailedCSCtf16127 installation 3 CMB 7.1(2) Patch installer (754) fails with a tomcat errorCSCtf32952 installation 3 CMB712 Drop2 installer shown as failed at the END screen of the
installeCSCtf90707 acd-lucent 4 "Could not find apppathid" is not prinitng the CMB log for BC activity.CSCtf05962 admin-ui 4 Wrong CMB version shown in CMB Online Help WindowCSCte16254 infrastructure 6 Upgrade JDK version used by CMB 7.1CSCte16262 infrastructure 6 Change web server used by Cisco Media Blender to Apache Tomcat
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In general, you can find the latest caveat information through Bug Toolkit, which is an online tool that is available for customers to query defects according to their own needs.
Tips You need an account with Cisco.com (Cisco Connection Online) to use the Bug Toolkit to find open and resolved caveats of any severity for any release.To access the Bug Toolkit, log ontohttp://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs
To access Bug Toolkit, you need the following items:
• Internet connection
• Web browser
• Cisco.com user ID and password
Procedure
To use the Software Bug Toolkit, follow these steps:
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, create bug groups, and so on, click Help in the Bug Toolkit window.
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Open Caveats in This ReleaseThis section contains a list of defects that are currently pending in CMB for this release. Defects are listed by component and then by identifier.
Note Because defect status continually changes, be aware that the following table reflects a snapshot of the defects that were open at the time this report was compiled. For an updated view of open defects, access Bug Toolkit and follow the instructions as described in Using Bug Toolkit, page 23.
Table 2
Identifier Component Sev Headline
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:
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CSCtg96370 acd-lucent 2 Wrong Peripheral number received for 12 activities in SessionAssignedEve
CSCtg58123 bapi 2 For 5 activities Session Assign Events were not sent from CMB
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25Release Notes for Cisco Media Blender, Release 7.1(2)
