Finesse bugs on UCCX v11

Bug #1: Live Data is not available after repeated attempts
Expect Live Data to be broken in Finesse when deploying UCCX v11 with Enhanced or Standard licensing. Specifically version 11.0.1.10000-75.

https://quickview.cloudapps.cisco.com/quickview/bug/cscux33949

Raise a TAC case. Cisco TAC will login as root and upload two jar files to fix the issue. It should take no more than 30 minutes to complete. Here is the process:

- Cisco TAC send you the zip file containing the 2 jar files
- SSH to UCCX as admin
- Cisco TAC root access
utils remote_account status
utils remote_account enable
utils remote_account create ciscotac 1
*Need tool to convert passphrase to password

- SSH on another window as ciscotac
- Make backup of the jar files
uccxcontrolcenter.sh "Cisco Unified CCX Engine" stop
cp /opt/cisco/uccx/lib/SubsystemRmCm.jar /opt/cisco/uccx/lib/SubsystemRmCm.jar.bak
cp /opt/cisco/uccx/lib/SubsystemRouteAndQueue.jar /opt/cisco/uccx/lib/SubsystemRouteAndQueue.jar.bak

- reset root acccount password
passwd root

- Use WinSCP, login as root to copy both jar file to /tmp dir
- replace the files
cp /tmp/SubsystemRmCm.jar /opt/cisco/uccx/lib/SubsystemRmCm.jar
chmod 555 /opt/cisco/uccx/lib/SubSystemRmCm.jar
chown uccxuser:uccxservice /opt/cisco/uccx/lib/SubSystemRmCm.jar
cp /tmp/SubsystemRmCm.jar /opt/cisco/uccx/lib/SubsystemRouteAndQueue.jar
chmod 555 /opt/cisco/uccx/lib/SubsystemRouteAndQueue.jar
chown uccxuser:uccxservice /opt/cisco/uccx/lib/SubsystemRouteAndQueue.jar

uccxcontrolcenter.sh "Cisco Unified CCX Engine" start

Bug #2: CSCuv24965
https://quickview.cloudapps.cisco.com/quickview/bug/CSCuv24965
Be prepared to restart Finesse Tomcat and re-enter in all your Finesse customization.

Silent Monitoring in Finesse

1. Make sure that the Agent has a unique IPCC Extension.
2. Make sure that the Supervisor also has a unique IPCC Extension.
3. Make sure that the agent phone has the Built in Bridge (BIB) On. This can be done on the phone or at the Cluster level by setting the Default Parameter to On. If you change this value, you must reset/restart the phone.
4. Add Standard CTI Allow Call Monitoring and Recording permission for UCCX’s RMCM application user in CUCM
5. Configure Monitoring CSS on Supervisor’s DN, under Line Appearance
6. Make sure that the Supervisor is also logged into Finesse and is in the NOT READY state.
7. Once an agent is in the TALKING state, Supervisor selects the agent and click “Start Monitoring”.