This Technical Tip is to inform customers about an updated Critical Patch (CP) available for IP Office Contact Center (IPOCC) 9.0 software installations. The Critical Patch, 18.104.22.16808.1617, resolves a number of field issues raised against the IPOCC 9.0 GA releases and supersedes the previous version documented in IP Office Technical Bulletin 184.
The Critical Patch contains the following IPOCC component versions:
Contact Center Additional Setup
Address Book Admin
Address Book Server Database
Chat Task Server
Java Development Kit
POP3 IMAP4 Client
Task reporting Database
UM License Client
UM Session Manager
Unified Media Archive Database
Unified Media Archiving
Unified Media Database
Unified Media Server
Unified Media WebApps
Voice Extension Adapter
Web Service Collection
The following issues have been addressed in CP 22.214.171.12408.1617:
Description of Issue
IPOCC CHAP service stops processing calls
Customer reports that the number of "Abandoned Calls" has increased after applying patch
IPOCC intermittently stops answering incoming calls, services need to be restarted to recover
Task Server restart - related to agent log off immediately after call
CCK_AgentName variable not populated with new agent name until Watchdog service is restarted
CHAP service stops responding
The following procedure must be used when applying the CP to the IPOCC Server.
Note: The CP will require the IPOCC Database System Administrator account password to be entered during installation.
Note: As a precaution, please ensure that a backup of the IPOCC configuration exists before performing any maintenance tasks. Further information can be found in the IPOCC 9.0 "Maintenance" Task Based Guides, available from the IP Office Knowledgebase.
Note: Before installing the CP all IPOCC services must be stopped.
Extract the files from IPOCC126.96.36.19908.1617.zip.
To stop all IPOCC services, open "Administrative Tools", "Services", select "IPOCC Watchdog" and stop this service.
Observe the components in "TTConsole". The left hand panel shows the running processes. This may be different to what is shown in "TTDisplay" for some Java processes. If a hanging process is identified in TTConsole note the PID of this process which is shown in the left hand panel of TTConsole, go to the Windows Task Manager and stop the process with this PID.
Run the "SetupWizard" and click "Update" to install the CP.
When the installation is complete restart the IPOCC Server PC.
The "Contact Center User Interface.msi" file must also be copied and installed on all client PC's running the software.
The Critical Patch can be found in the IP Office Contact Center "9.0.X" download section of the Avaya Support web site: