UCCX 12.5.1 SU1 - Finesse User are Locked Out While CUCM upgrades from 12.5.1(SU2 to SU4)

[Leah Sittig]

We are a hospital and have upgraded our UCCX to 12.5.1 SU1 due to numerous issues.  We have run into a bug CSCvt65696 and need to upgrade CUCM from 12.5.1 SU2 to SU4.  In our test environment, while upgrading to the inactive partition any new Finesse logins are greeted with "Incorrect username or password.  Try again".  The existing Finesse agents are working but of course we have shift changes/lunch/etc.

What do other companies do when they are a 24x7 shop.  We have CTI Failover to Hunt Pilots and manually add extensions when doing maintenance.  Just wondering if this is our only option.  

NOTE:  After the CUCM test environment was loaded to the inactive partition.  we are still locked our of Finesse.

[rikardkrvaric]

Open a TAC case, severity 1.

1-800-553-2447

[Roger Kallberg]

The lock will stay in place until you switch the version to the new one.

When we do updates we plan for it to be done during hours where there is the least amount of agents on shift and have all of them logged into Finesse before the upgrade begins, but not in Ready state if not scheduled to take part of managing calls for the service. This could alleviate the pain point for agents not being able to login into the system to if needed take part of managing calls as they can change state between Not Ready and Ready. It’s far from perfect, but this is the best option we have come up with.