Field Notice: FN - 70090 - Service Interruption on IP IVR/UCCX 10.6(1)SU3 When Integrated with Any Supported Version of ICM - Software Upgrade Recommended

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Updated:December 20, 2017

Document ID:FN70090

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	19-Dec-17	Initial Release

Products Affected

Affected OS Type	Affected Release	Affected Release Number	Comments
NON-IOS	Unified CCX 10	10.6(1)SU3ES01

Defect Information

Defect ID	Headline
CSCvg72658	IPIVR: ICM Subsystem will remain OOS after upgrade to UCCX 10.6(1) SU3

Problem Description

The Intelligent Contact Management (ICM) subsystem on the Cisco Unified IP Interactive Voice Response (IP IVR) is OUT OF SERVICE after an upgrade to Unified Contact Center Express (UCCX) 10.6(1)SU3.

This applies only to systems that are running an IP IVR license package.

Background

These error messages appear in the MIVR logs (IP IVR):

%MIVR-LIB_ICM-4-UNSUPPORTED_VERSION: com.cisco.ged125.impl.ProviderImpl Unsupported VRU protocol version: Version=8
%MIVR-LIB_ICM-3-DECODING_ERROR: com.cisco.ged125.impl.ProviderImpl.SessionThread ICM Message decoding error: Exception=java.net.SocketException: Socket is closed
%MIVR-SS_ICM-2-SS_OUT_OF_SERVICE: [MXXX_MGR_MGR_START] com.cisco.wf.subsystems.ged125.SubsystemGED125 ICM subsystem in out of service

On the ICM side, the Peripheral Interface Manager (PIM) process does not activate. These messages appear in the PIM logs:

PGXX-pimX Trace: TransportProtocol: making connection attempt....
PGXX-pimX Connection to VRU established.
PGXX-pimX Trace: PG->VRU:OPEN_REQ(12 bytes):InvID=2150046682 Version=8 IdleTimeout=20000.
PGXX-pimX VRU rejected message: Open Req (= Message Type 3), with status: Invalid Version Number (1).
PGXX-pimX Error sending data to VRU.
Last API Error [10054]: An existing connection was forcibly closed by the remote host.
PGXX-pimX TCP connection to VRU has been broken

Problem Symptom

The ICM subsystem on the IP IVR is OUT OF SERVICE after an upgrade to UCCX 10.6(1)SU3.

A newly installed IP IVR on UCCX version 10.6(1)SU3 can also encounter this issue during integration with ICM.

Workaround/Solution

Download and apply this software update:

Release 10.6(1)SU3ES02

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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