About Cisco ICM and ICM Service Releases

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  • 1. Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions and System IPCC Enterprise, Release 7.0(0) Service Release 4 June 2006 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (64387) Fax: 408 526-4100 Corporat e Headquart ers Cisco IPCC/ICM Enterprise & Hosted Editions and System IPCC Enterprise 7.0(0) SR4 Release Notes Cisco Systems, Inc. 170 West Tasm an Drive San Jose, CA 95134-1706 USA http://w ww .cisco.com Tel: 408 526-4000
  • 2. THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. AccessPath, AtmDirector, Browse with Me, CCIP, CMBI, CD-PAC, CiscoLink, the Cisco Powered Network logo, Cisco Systems Networking Academy, the Cisco Systems Networking Academy logo, Fast Step, Follow Me Browsing, FormShare, FrameShare, GigaStack, IGX, Internet Quotient, IP/VC, iQ Breakthrough, iQ Expertise, iQ FastTrack, the iQ Logo, iQ Net Readiness Scorecard, MGX, the Networkers logo, Packet, RateMUX, ScriptBuilder, ScriptShare, SlideCast, SMARTnet, TransPath, Unity, Voice LAN, Wavelength Router, and WebViewer are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, Discover All That’s Possible, and Empowering the Internet Generation, are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Enterprise/Solver, EtherChannel, EtherSwitch, FastHub, FastSwitch, IOS, IP/TV, LightStream, MICA, Network Registrar, PIX, Post-Routing, Pre-Routing, Registrar, StrataView Plus, Stratm, SwitchProbe, TeleRouter, and VCO are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0106R) Cisco ICM Software: Service Release 1 for ICM Software Version 7.0(0) Copyright © 2006, Cisco Systems, Inc. All rights reserved 2
  • 3. Table of Contents About this Document................................................................................................5 About Cisco ICM and ICM Service Releases...............................................................6 ICM 7.0(0) SR4 Compatibility and Support Specifications..........................................7 ICM Version Support...............................................................................................8 ICM Component Support.........................................................................................8 System IPCC Enterprise.........................................................................................10 Cisco Security Agent (CSA)....................................................................................10 Special Installation Instructions for International Customers.......................................11 ICM Service Release Installation Planning..............................................................16 When to Install an ICM Service Release...................................................................16 Installation Order for ICM Components....................................................................16 ICM Service Release Installation Checklist................................................................17 ICM 7.0(0) SR4 Installation....................................................................................18 Deploying ICM Service Releases on a Duplexed ICM System.......................................18 Installing ICM 7.0(0) SR4 .....................................................................................19 Installing ICM 7.0(0) SR4 on System IPCC...............................................................21 ICM 7.0(0) SR4 Un-installation...............................................................................23 Uninstalling ICM 7.0(0) SR4...................................................................................23 ICM 7.0(0) SR4 Un-installation...............................................................................24 Running ICM Setup.exe in a Service Release Environment ......................................25 Running ICM Setup.exe from the ICM CD in a SR Environment....................................25 WebView Third-Party Software Uninstall/Reinstall Utility.......................................26 Availability ..........................................................................................................26 Usage.................................................................................................................27 Enhancements added in Service Release 1..............................................................29 Enhancements added in Service Release 2..............................................................32 Enhancements added in Service Release 3..............................................................33 3
  • 4. Enhancements added in Service Release 4..............................................................34 Known Caveats in this Service Release....................................................................36 Index of Known Caveats........................................................................................36 Resolved Caveats in ICM 7.0(0) SR4.......................................................................37 Index of Resolved Caveats.....................................................................................37 Resolved Caveats in ICM 7.0(0) SR3.......................................................................39 Index of Resolved Caveats.....................................................................................39 Resolved Caveats in ICM 7.0(0) SR2 ......................................................................42 Index of Resolved Caveats.....................................................................................42 Resolved Caveats in ICM 7.0(0) SR1 ......................................................................47 Obtaining Documentation.......................................................................................48 World Wide Web...................................................................................................48 Documentation CD-ROM........................................................................................48 Ordering Documentation........................................................................................48 Documentation Feedback.......................................................................................49 Obtaining Technical Assistance...............................................................................50 Cisco.com............................................................................................................50 Technical Assistance Center...................................................................................50 4
  • 5. About this Document This document provides installation and un-installation instructions for Cisco ICM 7.0(0) Service Release 4. It also contains a list of ICM 7.0(0) issues resolved by this service release. Please review all sections in this document pertaining to installation before installing the product. Failure to install this service release as described may result in inconsistent ICM behavior. This document contains the following sections:  ICM 7.0(0) SR4 Compatibility and Support Specifications  ICM Service Release Installation Planning  Installing ICM 7.0(0) SR4  Uninstalling ICM 7.0(0) SR4  Running ICM Setup.exe in a Service Release Environment 5
  • 6. About Cisco ICM and ICM Service Releases Cisco ICM software is a component of Cisco IPCC Enterprise, Cisco ICM Enterprise, Cisco ICM Hosted Edition and System IPCC Enterprise deployments. ICM service releases deliver code updates that resolve issues in ICM software. They are made available as part of the ICM software maintenance strategy. Service releases for particular ICM versions are cumulative; they include code updates present in earlier service releases for their respective version. In the case of Service Release 4, the earlier service releases for ICM 7.0(0) were Service Releases 1, 2 and 3. SR4 also contains functionality delivered in Engineering Specials (ESs) built on ICM 7.0, 7.0 SR1, 7.0 SR2 and 7.0 SR3 at least 60 days prior to the release date of SR4. If your system has an ES installed whose functionality is not contained in SR4, the installer displays a warning prior to performing any modifications to the system. The pre-SR4 ES must be uninstalled before the installation of SR4 can be restarted. For more information, and to obtain a replacement ES to be installed on the system after completing the SR4 installation, refer to the Cisco Bug Toolkit located at: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl For more information on the ICM software maintenance strategy, see the Cisco ICM/IPCC Enterprise Maintenance Support Strategy, available at: http://www.cisco.com/kobayashi/sw-center/telephony/icm/icm60-planner.shtml. 6
  • 7. ICM 7.0(0) SR4 Compatibility and Support Specifications This section provides information to help you understand on which ICM servers ICM 7.0(0) SR4 can, and must, be installed. It contains the following subsections:  ICM Version Support  ICM Component Support ICM 7.0(0) provides localizations of some portions in specific languages for use on localized platforms. The specific localizations provided are listed in the Cisco Unified ICM/Contact Center Product and System Localization Matrix available at: http://www.cisco.com/application/vnd.ms-excel/en/us/ guest/products/ps1846/c1225/ccmigration_09186a008068770f.xls  System IPCC Enterprise  Cisco Security Agent (CSA)  Special Installation Instructions for International Customers The upgrade path from this service release is to ICM Maintenance Release 7.1(2). ICM MR 7.1(2) will contain a roll up of fixes from ICM 7.0(0) SR4. If the Minor Release 7.1(1) is desired, this service release must be rolled back to ICM 7.0(0) SR3. In performing a rollback, be aware that all fixes associated with ICM 7.0(0) SR4 will not necessarily be present in ICM 7.1(1), and thus there is some risk associated with this.  Default Language for Internet Explorer Browser  System IPCC Enterprise Deployment and Date Formats  Known Issues for International Customers 7
  • 8. ICM Version Support ICM 7.0(0) SR4 can only be installed on systems running Cisco ICM Release 7.0(0), 7.0(0) SR1, 7.0(0) SR2, or 7.0(0) SR3. This includes ICM Enterprise Edition, ICM Hosted Edition, IPCC Enterprise Edition, IPCC Hosted Edition and System IPCC Enterprise deployments. ICM 7.0(0) SR4 has been tested and verified to be compatible with the interoperability criteria for ICM Release 7.0(0). Additional ICM 7.0(0) interoperability support information is available from the following sources:  ICM 7.0(0) support information for other Cisco products is listed in the Cisco IP Contact Center Enterprise Edition Software Compatibility Guide, available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_ implementation_design_guides_list.html  ICM 7.0(0) ACD support information is listed in the ACD Supported Switch Matrix, available at: http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/acddoc /index.htm  ICM 7.0(0) third-party platform support information is listed in the Cisco ICM/IPCC Enterprise and Hosted Editions Release 7.0(0) Software and System Hardware Specifications (Bill of Materials), available at: http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm  Cisco Security Agent (CSA) for ICM, if used, must be the correct version. Support information is available at: http://www.cisco.com/kobayashi/sw-center/contact_center/csa/ ICM Component Support An ICM 7.0(0) service release installs files that resolve caveats on different ICM 7.0(0) components. The installation program automatically detects the components installed on a machine and installs only those files specific to those components. This section lists the ICM components on which this service release can be installed, and those on which it cannot. 8
  • 9. Supported ICM Components ICM 7.0(0) SR4 is compatible with, and must be installed on, the following ICM components:  ICM Administrative Workstations (AWs)  ICM CallRouters  ICM CTI Server  ICM Historical Data Server  ICM Loggers  ICM Peripheral Gateways (PGs)  ICM Outbound Option Dialers  ICM WebView Server  System IPCC Enterprise Deployments Note:ICM 7.0(0) SR4 must be installed on all of the components listed above. Installing this service release on only some of these components in an ICM system can result in inconsistent behavior in the ICM software. ICM Components Unaffected by the Service Release There are no updates contained in the ICM 7.0(0) SR4 for the following components:  Cisco Collaboration Server Dynamic Content Adapter (DCA)  Cisco Computer Telephony Integration Object Server (CTI OS)  Cisco E-Mail Manager Option (CEM)  Cisco Media Blender (CMB)  Cisco Web Collaboration Option (CCS) It is not necessary to install this service release on these machines unless a supported ICM component is co-located on them, in which case, the service release must be installed. 9
  • 10. System IPCC Enterprise Release 7.0(0) introduced a new IPCC Enterprise variation targeted at simplified installations, known as “System IPCC Enterprise deployment”. If you have installed ICM using the “System IPCC Enterprise deployment" method, you must read the following information concerning this type of installation.  US English and UK English are the only two supported language selections for System IPCC. No other languages are supported for System IPCC in this service release. These supported languages may be installed on certain localized Windows OS platforms identified in the Cisco ICM/IPCC Enterprise and Hosted Editions Release 7.0(0) Software and System Hardware Specifications (Bill of Materials), available at: http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm  CTI OS Server is silently installed by System IPCC in release 7.0(0) on all Agent/IVR Controller machines. When you install this service release for System IPCC, you must also install the service release for CTI OS Server on all Agent/IVR Controllers and client desktops. Important notes:  IPCC 7.0(0) SR4 release supports Cisco Call Manager 5.0(2).  Notes related to CallManager 5.0(2) in an IPCC environment: • Configure the PG User under the Application User. • For CallManager configuration details, refer to the Cisco CallManager 5.0(2) documentation. • Make sure Standard CTI Enabled is selected in the Application User. • If the Default CallManager Group is used, you must select Cisco CallManager Group members. • The Session Initiation Protocol (SIP) trunk is supported between two CallManager clusters. • Ensure Allow Control of Device from CTI is checked for all devices. Cisco Security Agent (CSA) ICM 7.0 SR4 supports CSA engine version 4.5.1. CSA 4.5.1 is compatible with both Windows 2000 Server SP4 and Windows Server 2003 SP1 running ICM/IPCC 7.0(0) applications. Cisco Security Agent for ICM 7.0(0) and its SRs, incorporates the appropriate policies for Cisco ICM Enterprise & Hosted Editions 7.0(0), Cisco IP Customer Contact (IPCC) Enterprise & Hosted Editions 7.0(0), Cisco Outbound Option 7.0(0), Cisco System IPCC 7.0(0) Deployments, Cisco E-Mail Manager 7.0(0), Cisco Web Collaboration Option 7.0(0) [Cisco Collaboration Server 7.0(0), Cisco Dynamic Content Adapter (DCA) 2.0(1), Cisco Media Blender 7.0(0)], Cisco CTI Object Server (CTI OS) 7.0(0), Cisco Agent Desktop (CAD) 7.0(0), Cisco Support Tools 2.0(0), and Cisco Remote Monitoring Suite (RMS) 2.1 (0). 10
  • 11. Special Installation Instructions for International Customers In order to generate correct ICM reports from WebView, some of the international customers need to perform additional steps before installing the service release. Important change to UK Customers In ICM 5.0 and ICM 6.0, the default language for ICM created SQL login accounts was required to be set to “British English” on an UK platform. In ICM 7.0, this requirement has been eliminated. Please do NOT change the default language for SQL login accounts created by ICM 7.0. For UK and French Canadian Customers French Canadian customers who prefer to use the European data format (dd/mm/yyyy) in their WebView reports should ignore this section. The date display format needs to be adjusted for a Jaguar server installed on UK customers using the dd/mm/yyyy date format, or French Canadian customers using the yyyy/mm/dd date format. How to find the user name of the Jaguar server: 1. On the desktop, right-click My Computer. 2. Click Manage to bring up Computer Management window. 3. In the left panel of the Management window: a. Expand Services and Applications. b. Click Services. 4. In the right panel of the Management window: a. Right-click Jaguar. b. Click Properties, the Jaguar Properties dialog box appears. 11
  • 12. c. Select the Log On tab to obtain the user name of the Jaguar server (for example, jagintlserver-211). How to find the Security ID (SID) of the Jaguar server user: 1. Open Start > Run, enter regedit, and then click OK. The Registry Editor window opens. 2. Open My Computer/HKEY_LOCAL_MACHINE/SOFTWARE/MicroSoft/ windows NT/CurrentVersion/ProfileList. Note: There is a list of sub-folders under this registry key. Open each of these folders, looking for the Jaguar server user name to appear in the Data column for the ProfileImagePath. The name of the folder in which the Jaguar server user name appears is the SID. 3. Note the SID, especially the last digits. These digits differentiate the SID from the names of the other folders. 12
  • 13. How to change the date format for Jaguar service: 1. In Registry Editor, go to HKEY_USERS/ <SID of the user>/Control Panel/ International. Double-click the ShortDate field. The Edit String dialog box appears. a. Enter d/M/yyyy on a UK system. b. Enter yyyy/M/d on a French Canadian system c. Click OK. The following screen shot shows the correct date format on UK systems: 13
  • 14. Default Language for IE Browser The date format used by WebView is determined by the language setting in the IE browser. For example, if the language setting of the IE browser is en-us, WebView displays the date in mm/dd/yyyy format. How to set the default language for IE browser: 1. In the IE browser, select Tools > Internet Options …, the Option dialog box appears. 2. Click Languages … to add the appropriate language to the language list. 3. UK English (en-gb) – the dd/mm/yyyy date format is used. a. UK English (en-gb) – the dd/mm/yyyy date format is used b. French (Canada) (fr-ca) – the yyyy/mm/dd date format is used French Canadian customers who prefer to use the European data format (dd/mm/yyyy) in their WebView reports must use the default language (fr) in the IE browser. 4. Move the newly selected language to the top of the language list. System IPCC Enterprise Deployment and Date Formats If System IPCC is installed on French, German, or Spanish operating systems, the date format in the EAServer.ini file (pbodb100.ini) must be changed for WebView to be able to retrieve data correctly. How to change the date format fields: 1. Navigate to <drive>:Program FilesSybaseEAServerPowerBuilder. 2. Open the pbodb100.ini file. 3. In the [MSSQLSERVER_DATETIME] section, replace the following two lines: PBDateFmt = yyyy-mm-dd PBDateTimeFmt = yyyy-mm-dd hh:mm:ss.fff with PBDateFmt = yyyy-dd-mm PBDateTimeFmt = yyyy-dd-mm hh:mm:ss.fff 4. Save the change. 14
  • 15. Known issues for International Customers None. 15
  • 16. ICM Service Release Installation Planning This section provides information to help you understand when to install an ICM service release and the tasks it involves. It contains the following subsections:  When to Install an ICM Service Release  Installation Order for ICM Components  ICM Service Release Installation Checklist When to Install an ICM Service Release Installing an ICM service release requires temporarily stopping all ICM services and processes on your ICM components (Loggers, CallRouters, etc.). Therefore, to limit impact to a live ICM system, schedule and install ICM service releases during a maintenance period when your ICM system is out of production. Installation Order for ICM Components ICM service releases do not need to be installed on ICM components in a specific order. However, to avoid a temporary situation of mismatched components, install service releases on the set of components comprising the Central Controller (CallRouter and Logger), Distributor, and Admin Workstation (Administration & WebView Reporting machines in System IPCC) at the same time. Patch Peripheral Gateways (Agent/IVR Controllers in System IPCC) as soon as possible after the Central Controller and Admin Workstation have been restarted. Note:The installation does require a specific order as it pertains to patching alternate sides of a duplexed ICM system. Consult the Deploying ICM Service Releases on a Duplexed ICM section of this document for more information. 16
  • 17. ICM Service Release Installation Checklist Deploying an ICM Service Release requires the following general tasks:  Schedule a maintenance period for installation: Because ICM service release installation requires bringing down an ICM system, schedule service release installation for a maintenance period when your ICM system is out of production.  Determine which ICM components require service release installation: Consult the ICM 7.0(0) SR4 Compatibility and Support Specifications section of this document to determine on which ICM components this service release must be installed.  Inventory ICM nodes targeted for service release installation: Take an inventory of all ICM nodes on which this service release will be installed. If you are installing this service release on a duplexed ICM system, consult the Deploying ICM Service Releases on a Duplexed ICM section of this document for the correct order in which the installation must be applied to each side.  Test and troubleshoot the installation: After installation, test your ICM system to ensure that it is working properly. Ensure that both sides of duplexed systems are synchronized by verifying that one side is active and the other side is idle. If desired, a failover test may be performed.  Install the service release on ICM nodes: Install the service release on each Logger, CallRouter (Central Controller in System IPCC), Admin Workstation (Administration & WebView Reporting machine in System IPCC) and Peripheral Gateway (Agent/IVR Controller in System IPCC) in your ICM system. This section provides instructions on how to install ICM 7.0(0) SR4 and how to troubleshoot the installation. 17
  • 18. ICM 7.0(0) SR4 Installation This section provides instructions on how to install ICM 7.0(0) SR4 and how to troubleshoot the installation. It contains the following subsections:  Deploying ICM Service Releases on a Duplexed ICM System  Installing ICM 7.0(0) SR4  Installing ICM 7.0(0) on System IPCC Deploying ICM Service Releases on a Duplexed ICM System How to Deploy ICM Service Releases on a Duplexed ICM System: If you are installing this service release on a duplexed ICM system, you must install ICM service releases on one side at a time, following the order described below: 1. Install the service release on all Side A nodes following the steps described in How to Install ICM 7.0(0) SR4. Caution: Do not restart ICM services on Side A nodes at the completion of the installation. 2. Stop all ICM and Cisco Security Agent (CSA) services on all Side B nodes. 3. Restart the ICM services on all Side A nodes. Ensure the newly patched system is running with no errors in simplex mode. 4. Once you have confirmed that Side A is working correctly, install the service release on Side B nodes following the steps described in How to Install ICM 7.0(0) SR4. 5. Restart the CSA and ICM services on all Side B nodes. Ensure both sides of the duplexed system synchronize. 18
  • 19. Installing ICM 7.0(0) SR4 How to Install ICM 7.0(0) SR4: Note:If you are installing a System IPCC Enterprise deployment, use the instructions provided separately in How to Install ICM 7.0(0) SR4 on System IPCC. Follow these steps on each ICM component on which you install this service release: 1. Log in to the ICM node under an account with administrator privileges to the local machine. 2. Using the ICM Service Control utility, stop all ICM services running on the node. 3. If installed, stop the Cisco Security Agent (CSA) service. 4. If the node is a/an: a. Distributor, Administrative Workstation, or Logger  Close any open ICM applications that may be running (for example: Setup, Configuration Manager, ICMDBA, Check Routes, Script Editor, Translation Route Wizard, etc.). b. CallManager PG  Close Internet Explorer. c. Administrative Workstation running WebView  Stop IIS (by stopping the IIS Admin Service) and stop the Jaguar service. d. Clear the Internet Explorer browser cache (by deleting all temporary internet files). This step involves: i. From Internet Explorer, select Tools > Internet Options. ii. Select the General tab, then click Delete Files. iii. Check Delete all offline content. iv. Click OK. v. Click OK. vi. Close all Internet Explorer applications including WebView Reporting. 19
  • 20. vii. Delete the following directories:  Program FilesNew AtlantaServletExec ISAPIServletspagecompile_webview  <icm_root_directory>webwebviewreporting_<ICM instance name> for each instance directory. 5. Start the service release installation by running ICM7.0(0)_SR4.exe. Note:After it starts, the ICM Service Release installer may disappear from the screen for about one minute. Then it displays a gray screen which can be up to 90 seconds before it displays text. During these times, the system displays no other visual indicators that the installer is running. This is normal behavior and does not signify a “hung” installer. Therefore, allow at least three minutes before suspecting a hung installer. If after this period you do suspect that the installation has hung, use Windows Task Manager to check its status and if necessary end the process. Do not launch a new instance of the installer before ending the previous one. Doing so could result in a faulty installation. If you mistakenly launch multiple concurrent instances of the Service Release installer, close all instances and then start the process again. 6. Select the language for any localized files included in the installation. 7. If prompted during the installation, click Yes to allow the installer to replace files as necessary. 8. When prompted, click Finish to complete the installation. 9. After installation is complete, restart the CSA service and using the ICM Service Control utility, restart all ICM services. Note:If the node is part of a duplexed ICM system, do not perform this step. Instead, restart ICM services in the order indicated in the Deploying ICM Service Releases on a Duplexed ICM section of this document. 10. If the node is an Admin Workstation running WebView, grant Modify permissions to the Internet Guest Account (IUSR_ user) on the <Sybase EA Server Install Directory>htmlclassescomciscoatg folder (usually C:Program FilesSybaseEAServerhtmlclassescomciscoatg) from the Security tab of the Properties dialog box for that folder. 11. If the node is an Admin Workstation running WebView, restart IIS (by restarting the World Wide Web Publishing service) and restart the Jaguar service. 12. If the node is an ICM Distributor, Logger, or Admin Workstation, start ICMDBA and open tools and applications that you closed, as desired. 13. For CallManager PG Node, start Internet Explorer sessions. 20
  • 21. Please note that if you need to uninstall this service release and then re-install it; you may encounter defect CSCsb91944. The details of this defect are: Symptom: When trying to install an SR, the SR claims that you are not at the correct base level for the patch. Conditions: A previous SR has been uninstalled and the registry changes did not complete properly. Workaround: Use regedit to delete the key: HKLMSOFTWARECisco Systems, Inc.Patch -or- Copy the PatchICM7.0ICM_7_0_0_0_0_0_0Base value to the PatchICM7.0PatchCurrentPatch value. Use this approach if you have other products installed on the system and do not want to lose their patch info state. Installing ICM 7.0(0) SR4 on System IPCC How to install ICM 7.0(0) SR4 on System IPCC: Follow these steps on each ICM component on which you install this service release: 1. Log in to the machine under an account with administrator privileges to the local machine. 2. Start the service release installation by running ICM7.0(0)_SR4.exe. 3. Follow the pre-installation and post-installation instructions provided in the installation. Note: After it starts, the ICM Service Release installer may disappear from the screen for about one minute. Then it displays a gray screen which can be up to 90 seconds before it displays text. During these times, the system displays no other visual indicators that the installer is running. This is normal behavior and does not signify a “hung” installer. Therefore, allow at least three minutes before suspecting a hung installer. If after this period you do suspect that the installation has hung, use Windows Task Manager to check its status and if necessary end the process. Do not launch a new instance of the installer before ending the previous one. Doing so could result in a faulty installation. 21
  • 22. If you mistakenly launch multiple concurrent instances of the Service Release installer, close all instances and then start the process again. 4. When prompted, click Finish to complete the installation. Please note that if you need to uninstall this service release and then re-install it; you may encounter defect CSCsb91944. The details of this defect are: Symptom: When trying to install an SR, the SR claims that you are not at the correct base level for the patch. Conditions: A previous SR has been uninstalled and the registry changes did not complete properly. Workaround: Use regedit to delete the key: HKLMSOFTWARECisco Systems, Inc.Patch. -or- Copy the PatchICM7.0PatchICM_7_0_0_0_0_0_0Base value to the PatchICM7.0PatchCurrentPatch value. Use this approach if you have other products installed on the system and do not want to lose their patch info state. 22
  • 23. ICM 7.0(0) SR4 Un-installation If desired, you can uninstall ICM 7.0(0) SR4 from any ICM node on which it is installed. Note:Because removing an ICM service release requires stopping ICM services when uninstalling ICM 7.0(0) SR4, it must be done during a maintenance period when your ICM system is out of production. Uninstalling ICM 7.0(0) SR4 To function properly, ICM 7.0(0) SR4 must be installed on all the ICM components it supports. Therefore, if you remove it from one node in a system and do not plan to reinstall it, remove it from all other nodes as well. Note:If you are uninstalling a System IPCC Enterprise deployment, use the instructions provided separately below. How to Uninstall ICM 7.0(0) SR4: Perform the following on each ICM node on which it is installed: 1. Log in to the ICM node under an account that has administrator privileges to the machine. 2. If installed, stop the CSA service. 3. Using the ICM Service Control utility, stop all ICM services running on the node. 4. For ICM WebView, close ICM WebView Reporting, stop Jaguar Service and IIS Service, and Clean up IE browser cache and precompiled WebView pages. 5. For the ICM Distributor, Logger, or Administrative Workstation Node: a. Close any open Check Routes Tool or Script Editor. b. Close the Translation Route Wizard if running. c. Close any open ICM Configuration tools. d. Stop ICMDBA. 6. For CallManager PG Node, stop Internet Explorer sessions. 23
  • 24. 7. Select Start > Settings > Control Panel > Add Remove Programs. 8. Select Cisco Service Release 7.0(0)_SR4. 9. Click Change/Remove. 10. If the node is an Administrative Workstation running WebView, restart IIS (by restarting the World Wide Web Publishing service) and restart the Jaguar service. 11. Restart all ICM services on the node. 12. If installed, restart the CSA service. 13. If the node is an ICM Distributor, a Logger, or an Administrative Workstation; start ICMDBA and open tools and applications that you closed. 14. For a CallManager PG Node, start Internet Explorer sessions. ICM 7.0(0) SR4 Un-installation How to Uninstall ICM 7.0(0) SR4: Perform the following on each System IPCC machine on which it is installed: 1. Log in to the System IPCC machine under an account that has administrator privileges to the machine. 2. Select Start > Settings > Control Panel > Add Remove Programs. 3. Select Cisco Service Release 7.0(0)_SR4. 4. Click Change/Remove. 5. Follow the un-installation instructions provided. 24
  • 25. Running ICM Setup.exe in a Service Release Environment This information is not applicable to System IPCC deployments. The following information pertains to ICM Releases 4.6(2) and above:  Subsequent to an initial installation of ICM on a node, you may need to rerun Setup.exe from the ICM CD. Typically, this occurs when you want to add additional ICM components (loggers, CallRouters, etc.); this can only be accomplished by running the CD version of Setup.  Potential issues can arise when the CD version of Setup.exe is run on ICM nodes on which service releases and/or engineering specials have been applied. The CD version of Setup may overwrite files that were modified by the SR or ES installation. In ICM versions prior to 6.0, Setup.exe does not provide notification or warning of this potential risk. Running ICM Setup.exe from the ICM CD in a SR Environment To avoid potential issues, Cisco recommends that you revert an ICM node to the base- release level prior to running Setup.exe from the ICM CD. This must also be done if you have previously run Setup.exe from the CD in your service release-patched environment and are experiencing inconsistent behavior. How to Run Setup.exe from the ICM CD in a Service Release Environment: 1. Uninstall all ICM service releases and/or engineering specials from the node, following the uninstall instructions provided in their Release Notes. Note:Patches must be removed in the reverse-order they were installed. For example, on a node on which the following were installed, SR1  SR1_ES10  SR1_ES20  SR4  SR4_ES10  SR4_ES20; you would remove patches in the following order: SR4_ES20  SR4_ES10  SR4  SR1_ES20  SR1_ES10  SR1. The un-installation program prevents you from removing patches in an incorrect order. 2. Run Setup.exe from the ICM CD, adding components and/or making other configuration changes, as desired. 3. After adding components and prior to exiting Setup, click Upgrade All to upgrade all ICM instances on the node. 4. Reinstall ICM service releases and/or engineering specials, following the installation instructions provided in their Release Notes. 25
  • 26. WebView Third-Party Software Uninstall/Reinstall Utility Cisco now offers a tool that automates the un-installation/reinstallation of WebView Third- Party software. The utility, named the WVThirdPartyInstaller, is distributed with 7.0 ICM, IPCC, and System IPCC. Using the utility reduces the risk of manual errors and eases the process of uninstalling WebView Third-Party software. This tool is supported for 7.0 ICM, IPCC, and System IPCC WebView deployments. It runs on Windows 2003 Server. (Windows 2000 certification pending.) This utility has command line user interface. All output produced by the script is logged in the C:tempWVThirdPartyUnInstaller.log. Availability The WVThirdPartyInstaller utility is packaged with 7.0SR4 and is installed in the <drive>:icmbin directory. It is also posted on CCO (with access key – same procedure as an ES) for customers who are on 7.0(0) SR1 and 7.0(0) SR2 Customers who need to uninstall SR4 can either create a backup copy of this utility before uninstalling SR4 or access this utility from CCO. How to backup the WVThirdPartyInstaller Utility: 15. Create a new folder with the name: WVThirdPartyUnInstaller 16. Copy the file from <drive>:icmbinThirdPartyUnInstaller.vbs to <drive>:WVThirdPartyUnInstaller directory 17. Run 7.0(0) SR4 Uninstaller. 26
  • 27. Usage Uninstalling Third-Party Software How to Uninstall Third-Party Software: 1. Open a “Command Prompt” and run following command with the appropriate arguments: WVThirdPartyUnInstaller.vbs [/uninstall] [/postinstall] [/reinstall: <path to WV Third- Party installer>] Argument Usage: • /uninstall: Uninstall all WebView Third-Party components. • /postinstall: ( System IPCC Only ) For System IPCC, certain files are backed up before the uninstallation process and then copied back into place after reinstallation. If you are using System IPCC and use the “uninstall” argument just to uninstall, you must run this script again with the “postinstall” argument in order to put those files back into place. • /reinstall: Perform all steps for uninstall and postinstall of the WebView Third- Party Installer. This option requires an additional argument which is the path to the WebView Third-Party Installer media When the script runs with no arguments, a help message displays that describes what the arguments do. Reinstalling Third-Party Software How to Reinstall Third-Party Software: There are two ways to reinstall WebView Third Party software: 1. Run WVThirdPartyUnInstaller.vbs /reinstall: <path to WV Third-Party installer> to uninstall and reinstall: a. For System IPCC, the path is: <SIPCC installer drive>:Support FilesThirdPartyInstallersWebViewThirdParty. After theWebView third party software is installed, you don’t need to do anything. b. For IPCC/ICM, the path is <WebView Third Party Installer drive>. After WebView third party software is installed, you need to run IPCC/ICM setup from IPCC/ICM media. -or- 27
  • 28. 2. Run the third-party CD as following: a. For System IPCC: The Third- Party software is installed automatically when you reinstall System IPCC from System IPCC Enterprise DVD by following the instructions from System IPCC Enterprise Installation and Configuration Guide. Note:This option is recommended if and only if the customer needs to uninstall and reinstall System IPCC. b. For IPCC/ICM: Run the ICM Third-Party Tool CD following the instructions from the WebView Installation and Administration Guide and run IPCC/ICM setup from IPCC/ICM media. 28
  • 29. Enhancements added in Service Release 1 This section describes functional enhancements that have been made included in this Service Release. Enhancement ID Component (if applicable) Headline Aspect PG CSCsb10714 Aspect Contact Server PIM doesn’t support backup CMI server Hosted CSCsb47020 CRSP Protocol 3 NIC Webview CSCsb02762 Implement agteam33/34/35/36 Outbound Not Applicable Certify Dialogic board on Windows 2003 for Outbound. IPCC Not Applicable Add support for the 7920 Wireless IP Phone. Enhancement: CSCsb10714 Component: Aspect PG Headline: Aspect Contact Server PIM doesn’t support backup CMI server Symptom: Aspect Contact Server PIM doesn't support the backup CMI Server. Condition: ICM with Aspect Contact Server PG. Description: Provides true redundancy in Aspect PG for dual CMI server environment. Enhancement: CSCsb47020 Component: Hosted Headline: CRSP Protocol 3 NIC. Description: This is a new version of the CRSP NIC that implements the CRSP 3.0 protocol that supports the Network Consultative Transfer (NCT) feature. 29
  • 30. Enhancement: CSCsb02762 Component: Webview Headline: Implement agteam33/34/35/36 Description: The following templates, documented in the ICM 7.0(0) Release notes are now available in this Service Release. Template Description Agent Team Incoming/Outgoing Task Durations Table of task durations for incoming and outgoing With Agent Detail Half Hour (agteam33) tasks handled by agents in a team by half hour. This template provides information on inbound and outbound task counts, average durations, and total durations for agents in selected teams. Agent Team Incoming/Outgoing Task Durations Table of task durations for incoming and outgoing With Agent Detail Daily (agteam34) tasks handled by agents in a team by day. This template provides information on inbound and outbound task counts, average durations, and total duration for agents in selected teams. Agent Team Incoming/Outgoing Task Durations Table of task durations for incoming and outgoing Half Hour (agteam35) tasks handled by agent teams by half hour. This template provides information on inbound and outbound task counts, average durations, and total duration aggregated for the individually selected teams. Agent Team Incoming/Outgoing Task Durations Table of task durations for incoming and outgoing Daily (agteam36) tasks handled by agent teams by day. This template provides information on inbound and outbound task counts, average durations, and total duration aggregated for the individually selected teams. Enhancement: Not Applicable Component: IPCC Headline: Add support for the 7920 Wireless IP Phone. 30
  • 31. Description: The IP phone "services" XML browser feature is designed in such a way that existing phone services designed for IP Phones 7940 and 7960 will continue to be usable on the 7920 despite the smaller display size and having only 2 soft keys instead of 4. All versions of IPCC Enterprise that include support for the IP Phone Agent it will work with the 7920 without any changes to the software. This has been verified to function with CAD / IPPA (IP Phone Agent). Silent monitor mode is not supported. The firmware on the Call Manager and the phone have to version 2.0 or greater. The Call Manager version tested was 4.1.3. Enhancement: Not Applicable Component: Outbound Headline: Dialogic support on Windows 2003 for Outbound. Since IPCC Release 7.0 requires Windows Server 2003, the compatible Dialogic board is D/240JCT-T1. The software driver for D/240JCT-T1 is Intel Dialogic SR 6.0 PCI for Windows on Intel Architecture. Note that the Intel Dialogic release notes recommend that you uninstall any previous versions prior to the SR 6.0 installation. Installation Procedure for Intel Dialogic SR 6.0 PCI for Windows on Intel Architecture. The procedure for updating the system is as follows: 1. Uninstall the previous service pack. 2. Uninstall the previous system release. 3. Uninstall the Global Call Protocol. 4. For every uninstallation, reboot the system. 5. Install Service Release 6.0. 6. Install Service Patch 65, or the latest update. 7. Re-run the Service Patch 65 (or latest) setup and select the Modify option to install the latest Global Call Protocol. If the IPCC installation warns that the driver software version is incorrect, set the registry key HKEY_LOCAL_MACHINE/Software/Dialogic/Release to the string "DNA 3.3". Effectively, this will disable the warning. Reference the Intel Dialogic web site for further information: http://resource.intel.com/telecom/support/releases/serviceUpdates/ 31
  • 32. Enhancements added in Service Release 2 This section describes functional enhancements that have been made included in this Service Release. Enhancement ID Component (if applicable) Headline Symposium PIM Enhancement to reflect the hardphone Symposium CSCsa62909 behavior for SWAP Enhancement: CSCsa62909 Component: Symposium PG Headline: Symposium PIM Enhancement to reflect the hardphone behavior for SWAP Symptom: Symposium no SEI PIM does not follow the SWAP feature. The PIM component has to be enhanced to support this feature. Condition: ICM version: 5.0.0 SR8, SCCS version: 5.0, Meridian version: Option11C, 25.40B with the patch MPLR18683. Description: Symposium PIM Enhancement to reflect the hardphone behavior for SWAP feature. Nortel is supporting the SWAP feature with the Meridian patch MPLR18683 on Option 11C 25.40B, with the swap feature enabled for the hardsets, the PIM should follow and reflect the hardphone behavior. 32
  • 33. Enhancements added in Service Release 3 This section describes functional enhancements that have been made included in this Service Release. Enhancement ID Component (if applicable) Headline Add ' * ' as a valid label in the ECSPIM, as part of the Dell Star Definity CSCsa57057 small projects initiative. Enhancement: CSCsa57057 Component: Definity PG Headline: Add ' * ' as a valid label in the ECSPIM for Dell Star Symptom: ECSPIM does not support * as a valid label and and does not post route the call. Condition: 1.Customer calls to Postroute VDN. 2.ICM returns the label with star(*). 3.ECSPIM rejects the label returned and throw the warning as Invalid label format. 4.The call is cleared. Description: Customer has a dial number plan where to they go from CallCenterA to CallCenterB, A has to use a prefix as *33350 to translation route to B. Customer is trying to configure label to *33350 in the ICM. Routing doesnt work with this label format. The reason is ECSPIM doesn’t consider '*' as a valid label, and rejects the route request. 33
  • 34. Enhancements added in Service Release 4 This section describes functional enhancements that have been made included in this Service Release. Enhancement ID Component (if applicable) Headline NEC PIM CSCma08609 Alternate and Reconnect not Implemented in NEC PIM Definity PIM CSCsd30127 ICM PG Definity ASAI 4.0 Support NEC PIM CSCse20906 Unable to configure NEAX 2400 PIM through ICM Setup Enhancement: CSCma08609 Component: NEAX2400 PG Headline: Alternate and Reconnect not Implemented in NEC PIM Symptom: Implementing the Alternate and Reconnect functionality in NEC PIM Condition: NEAX 2400 ACD Version: 4.13 De, ICM 5.0 SR10 Description: Provides the ability to use the alternate and reconnect feature available in the NEAX 2400 ACD. Enhancement: CSCsd30127 Component: Definity PG Headline: ICM PG Definity ASAI 4.0 Support Symptom: Definity PG requires support for new ASAI DLL Condition: Definity ACD requiring new ASAIDLL support Description: Avaya PG from ICM 7.0 SR4 onwards supports ASAI protocol version 4.0. To achieve this, the Avaya PG would use the new client DLL cvlancli.dll. Prior to this release, Avaya PG used the old DLL asaidll.dll. It is to be noted that, ICM 7.0 SR4 Installer will install the new dll cvlancli.dll and leave the old DLL asaidll.dll in the icmbin folder, though unused. Uninstall of 7.0 SR4 would remove the new DLL cvlancli.dll and the Avaya PG would start using the old DLL asaidll.dll. The command line test utilities asai_test.exe, asai_hb.exe, perf.exe would work with the new DLL. The file name of the test utility asai_perf.exe has changed to perf.exe. It is to be noted that, ICM 7.0 SR4 Installer will install the new executable perf.exe and leave the old executable asai_perf.exe in the icmbin folder, though unused. 34
  • 35. Enhancement: CSCse20906 Component: NEAX2400 PIM Setup Headline: Unable to Configure NEAX 2400 PIM through ICM Setup Symptom: Unable to add or edit NEAX2400 PIM ACD configuration details. Steps to reproduce using media setup: 1. Run media setup.exe 2. Add PG component, selecting NEAX2400 client type. 3. Go to the PG Component Properties window -> Peripheral interface managers -> ADD PIM. 4. The ADD PIM dialog box appears. 5. Select client type NEAX2400. 6. Another PIM configuration window should pop up for providing ACD details. This is missing in setup. Condition: 1.This is relevant only for the NEC optus (24xx). 2. The PIM configuration screen is missing both from media setup when adding this PG PIM as well as from local setup when adding or editing the PIM. 3. Prerequisite: NEC client software (NEC's Open Application Interface (OAI) NT API Libraries) must be installed in NEC 2400 PG machine prior to running ICM setup. 4. The NEC provided hardware security device (dongle) is NOT required to reproduce this problem. It is required if you want the NEC PG to be active. Description: Unable to Give ACD configuration data in PIM setup for NEC Optus (24xx).The PIM configuration window is not available. 35
  • 36. Known Caveats in this Service Release This section provides a list of significant known defects that are not resolved in this service release but most likely will be resolved in the next service release. You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl Index of Known Caveats Caveats in this section are ordered by ICM component, severity, and then identifier. Identifier Component Sev Headline Not able to delete Translation Route Explorer. This is CSCsd13080 aw.config.explorer 3 scheduled to be addressed in ICM release 7.1(1). CSCse32236 Inetscripted 3 On changing ISE password, unable to save script. Failing over jtapi and eapim to other side of PG - agent CSCsd93166 jtapisdk 2 loses call. CSCse40573 pg.acmi 2 Enabling tracing delays IPCC Express Gateway failover. 36
  • 37. Resolved Caveats in ICM 7.0(0) SR4 This section lists significant caveats specifically resolved by ICM 7.0(0) SR4. Note:You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl Index of Resolved Caveats Caveats in this section are ordered by ICM component then identifier. Identifier Sev Component Headline CSCsb66253 3 aw.conapi Cannot reconnect to ConAPI after client terminates abnormally CSCsd58389 2 aw.config Dynamic Reskilling doesn't allow login to Generic PG peripheral CSCsc64019 3 aw.config Peripheral auto configured check box not refreshing correctly after Save CSCsc20326 3 aw.config If a user pw doesn't comply with policies, wrong error is displayed CSCsc43980 3 aw.config Script Reference tool crashes without warning CSCsd40617 3 aw.config.ba Outbound option tools do not display properly on Asian language systems CSCsc48221 2 aw.synchronize Agentcfg utility fails on agent deletion under specific data conditions CSCsd61136 3 ba.campaignmgr do not call list fails to import if extension exceeeds 7 characters CSCsd92032 3 ba.campaignmgr Do Not Call import lock can prevent campaign from retrieving records CSCsc61123 3 ba.dialer.ipcc Personal Callback does not use registry values to determine schedule CSCse00529 2 ba.import Dialer is calling customers at the incorrect time CSCsd04386 3 cg.ctiserver Very rarely, CTI Server restarts while closing its client CSCsd56371 3 db.icmdba Database property in ICMDBA display incorrect data size for '% Used'. CSCsb22880 3 db.schema Unable to create translation route using TR wizard in partition system. CSCsc57412 2 inetscripted Unable to change the ISE Password CSCsc94252 3 inetscripted Incorrect user id is saved as the author of a script CSCsd49936 2 ipccinstall System IPCC Machine Initializer fails to correct 'logon failure' problem CSCsd73542 3 ipccwebconfig-ui Agent Reskilling Tool - all agents removed from skill group CSCsd36695 2 nic.crsp RunVRUScript fails to include LegID for Call Legs other than 2 CSCsd60402 2 nic.crsp CRSPNicV3 crashes because of WaitConnectToResource timer CSCse05675 2 nic.crsp CRSPNicV3 fails to send ECC data CSCsd10580 3 nic.crsp CRSPNicV3 fails to send DialogueCheck message CSCsd78917 3 nic.crsp CrspNicV3 fails to send CRSP callVariables from Router CSCsd02044 3 nic.crsp crspnicV3 fails to return Optional Data CSCsd20367 4 nic.crsp CRSPNicV3 will perform NCT calls with Wrong Protocol Specified CSCsb32686 6 nic.crsp Use Connect message for calls to be connected to type 3 VRU CSCsb65316 4 nic.incrp INCRPnic during NCT - Request Instruction CalledParty= has bad data CSCsd22256 2 nic.inrcengine Unknown Media Routing Domain results in failed call Routing CSCsd60248 2 nic.inrcengine INRCEngine fails to perform OPI message conversions correctly CSCsb97357 3 nic.nortel Nortel NIC - NTGATE RouteReq Discarded seen in NIC process CSCsd21896 3 on-line-help Remove number of supported HDSs from ICM Setup help CSCsd22033 2 patch The WebView templates are not installed CSCsd40360 2 pg.aspect Aspect Pim Ignores Consectutive Duplicate ACD Call Information 37
  • 38. Messages CSCsd30127 6 pg.definity ICM PG Definity ASAI 4.0 Support CSCsc03507 3 pg.dms100 DMS100 PIM is updating the agent states to OPC incorrectly. CSCsd71192 2 pg.eapim Dialer reservation call dropped while ringing. ErrorCode 10001 in logs. CSCsd53757 2 pg.eapim Unable to reskill talking agent with wrap-up enabled CSCsd75129 2 pg.eapim dynamic reskilling agent takes 10 seconds before agent is routed call CSCsd56989 2 pg.eapim PIM crashes during load test with All DNP call id's used CSCsd60973 2 pg.eapim.jtapigw JTAPI thread exiting while recovering extensions recently removed CSCsd65616 3 pg.eapim.jtapigw Dialer retries contact when cause code 102 received in disconnect CSCsc80795 6 pg.ers ACMIPIM ERS enhancements CSCma08609 6 pg.neax2400 Alternate and Reconnect not implemented in NEC PIM CSCsd82909 2 pg.opc OPC fails to perform NCT Conference with Aspect ACD CSCsc80793 2 pg.opc extra record for base skill group effects webview reporting CSCsd29623 2 pg.opc CTI Server Agent Session Statistic do not Zero Out CSCsd62689 2 pg.opc OPC process on System PG crashes CSCsd04493 2 pg.opc When outbound agent logs out, dialer talk time not added to SG talk time CSCsc70681 2 pg.symp.noseipim SCCS RTD state updates not received from ACD during quick transitions CSCsd65661 3 pg.vru VRUPIM does not notify the CallRouter of a disconnect CSCsd12068 3 reporting.webview Supervisor users allowed to run reports in non supv categories CSCsd20417 2 router Router ignores NetworkTransferEnabled setting in Script. CSCsc12494 2 router not equal to operator - evaluate incorrectly on ECC variable comparison CSCsd11740 3 router AvgHandleTimeToday Not Working for Service CSCsc97889 3 router Queue Node with ConsiderIf does not dequeue from targets CSCsd46541 3 router Invalid InvokeID in script responses CSCsd37363 3 router Consider If in Queue to Skillgroup node is always True CSCsd00764 6 router A new type 10 VRU can help certain CVP transfer operations CSCsd00775 6 router Closed variables can be added to give better queuing control CSCsb82493 3 router.tools rttest: dbw_status does not give results CSCsd36160 3 scripteditor JPN: SE: Corruption on palette tab when floating or docked to upper side CSCsd52238 3 scripteditor Script Edior Queue node and RouteSelect node crash CSCsd78680 3 scripteditor Warning regarding Divert on Busy node should be labeled as an Error CSCsd25880 3 scripteditor Day of Week node title is truncated on localized platforms CSCsd79768 3 serviceability.snmp Incorrect values returned for some SNMP notifications. CSCsc89429 3 serviceability.snmp SNMP agent infrastructure does not allow write access to MIBs CSCsb05931 3 serviceability.snmp SNMP configuration does not filter undesired ICM trap format CSCsa64411 2 setup updateaw restarts - default distributor user denied access to central DB CSCsd93156 2 setup Setup causes service login failure when there are >1 domain controllers CSCsd44965 3 setup Setup fails if user's primary group is changed to Domain Administrator CSCse20906 2 setup.pim Unable to Configure NEAX2400 PIM through ICM Setup 38
  • 39. Resolved Caveats in ICM 7.0(0) SR3 This section provides a list of significant ICM defects specifically resolved by ICM 7.0(0) SR3. Note:You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl Index of Resolved Caveats Caveats in this section are ordered by ICM component then identifier. Identifier Sev Component Headline CSCsc54607 3 aw.config Memory allocation failures should be logged in UpdateAW Peripheral auto configured check box not refreshing CSCsc64019 3 aw.config correctly after Save Import Rule definition allows 31 character account length CSCsd11674 3 aw.config.ba instead of 30 Translation Route Wizard error on network trunk group CSCsc77751 3 aw.trans.route.wiz properties CSCsc77775 3 aw.trans.route.wiz Translation Route Wizard error on Peripheral properties BulkLoadConfig.exe lacks warning about dangers of CSCsc39950 3 aw-bulk.config using this utility. Do Not Call list is empty after Campaign Manager is CSCsb74683 2 ba.campaignmgr restarted Campaign Manager does not fetch records in the order CSCsc71378 3 ba.campaignmgr they were imported Campaign Manager restarts when attempting to close a CSCsd00661 3 ba.campaignmgr customer record Dialer TCD records contain invalid data for Phone and CSCsc56423 3 ba.campaignmgr Account Number Outbound counts cancelled while ringing calls as aband CSCsc85088 2 ba.dialer for predictive CPAMaxTimeAnalysis and CPAMaxTermToneAnalysis CSCsc27837 3 ba.dialer should be configurable Account Number size should support 30 characters per CSCsd11667 3 ba.import documentation CallTracer does not work correctly when typing in Dialed CSCsc47044 3 call-tracer Number HDS Enabled doesn’t display correctly in ICMDBA; CSCsb83750 3 db.icmdba SQLsettings misleading Unable to create translation route using TR wizard in CSCsb22880 3 db.schema partition system. CSCsb93348 3 ipccwebconfig Would like correct version info displayed for System IPCC 39
  • 40. Get Unknown error which prevents creation of CSCsc68740 2 ipccwebconfig-reg Progger/Outbound Contr CSCsd17263 2 ipccwebconfig-ui Can't create Outbound Controller on System IPCC Creating standalone AW but entering itself as Rogger CSCsb05063 3 ipccwebconfig-ui should throw error CSCsc58614 3 mds.process MDS Meters dumplog shows negative Bytes sent to client CSCsb75731 2 nic.crsp CRSPnicV3 crashes on startup CWCNic does not support full readable ASCII character CSCsc91416 3 nic.cwc set for labels ACMIPIM (CTILIB) asserts/fails when a CSCsc86431 2 pg.acmi CALL_REACHED_NETWORK is rcvd Parent-Child NETWORK_REACHED issue causes CSCsc86738 2 pg.acmi SendRouteRegister state Calls not cleared in PG when calls are blind transferred CSCsb91705 2 pg.alcatel from VRU ports. CSCsa87384 2 pg.definity List_locks in ECSPIM results in Dr. Watson ECSPIM restarts with Fail: CSCsb61382 3 pg.definity ATTAgent::FindAgentFromTable CSCsa57057 6 pg.definity Add ' * ' as a valid label in the ECSPIM. Agent state change to ready when the Primary CCM goes CSCsc25413 2 pg.eapim offline CSCsc23201 2 pg.eapim.jtapigw CD 27s when legacy IVR blind transfer to agent CSCsc89321 2 pg.eapim.jtapigw 'Unknown DN of Unknown' errors in Router Log Viewer CSCsc80784 3 pg.eapim.jtapigw After SUb1 reboot, not all CTI RP are registering. CSCsc97638 3 pg.eapim.jtapigw Agent transfer to IVR sometimes results in dropped calls CiscoTransferStart before CallCtlAlerting event causing CSCsc18357 3 pg.eapim.jtapigw agent to hang Agent state change to ready when the Active CCM of the CSCsc50932 3 pg.eapim.jtapigw PG goes offline Agents not able to log in when EM initiated during PG CSCsc35315 3 pg.eapim.jtapigw initialization CSCsc09528 2 pg.opc AgentAvailable is zero and LAA value increases CSCsc39043 2 pg.opc Call not routed to Ready agent Starting with IPCC 6.0 - Rona reason code=0 - 4.6 and CSCsc30711 2 pg.opc 5.0 was 32767 OPC process in System PG asserts after state transfer CSCsd20184 2 pg.opc receive operation Customer is getting abnormal route ends for Trans routes CSCsc78225 2 pg.opc in ICM 6.0 LAA increases in value when no agents available for CSCsc22979 3 pg.opc Aspect CSCsc43901 3 pg.opc Issue with Ready state following reskill from pri 1 to 16. CSCsc54974 3 pg.symp.noseipim Symposium PIM Critical Threads Issue Corruption in the scheduled printed report from localized CSCsb04033 2 reporting.webview WebView i18n-Saved rpts with fixed dates reverses month and date CSCsc77859 3 reporting.webview on localized OS i18n-Scheduled rpts with fixed dates reverses mnth & dte CSCsc77903 3 reporting.webview on localized OS Scheduled&saved Webview reports always display date CSCsc30690 3 reporting.webview format MM/DD 40
  • 41. Saved reports with non-ASCII characters in name do not CSCsb04030 3 reporting.webview run Duplexed ICM Routers are crashing when running Call CSCsd23412 1 router Tracer Both routers exit if requery is used and max nodes exec. CSCsc10493 2 router is hit CSCsc12795 2 router Invalid MRDomainID causes router crash CSCsb03573 2 router No Abandon Queue data populating for media tasks.. Persistent variable exceeding max length causes router CSCsc20360 3 router crash CW2KFeed command-line parameters saved wrong by CSCsc78280 3 serviceability.snmp config tool DomainManager can't add users from trusted domain if CSCsd23052 3 setup other trusts broken CSCsb94495 3 setup.router When running through setup SCP addresses are deleted 41
  • 42. Resolved Caveats in ICM 7.0(0) SR2 This section provides a list of significant ICM defects specifically resolved by ICM 7.0(0) SR2. Note:You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl This section lists caveats specifically resolved by ICM 7.0(0) SR2. Index of Resolved Caveats Caveats in this section are ordered by ICM component, then identifier. Identifier Component Headline Can't make config changes because CmsNode exits CSCsc21457 aw.conapi unexpectedly The User List Tool only supports ASCII characters in user CSCsb90027 aw.config name. PhoneExt01 - PhoneExt10 import fields should only allow 8 CSCsb92253 aw.config.ba digits Phone01 through Phone10 should allow 20 digits instead of CSCsb97615 aw.config.ba 10 Exported CSV file for Outbound dialer does not work with CSCsc15809 aw.config.ba CCM 5.0. IPCC Enterprise Gateway PIM Autoconfiguration is not CSCsb76006 aw.config.explorer enabled by default User List does not give error when password does not meet CSCsa53022 aw.config.list domain policy All enabled Do Not Call imports are processed when only CSCsb65054 ba.campaignmgr one is scheduled Procmon tools required to obtain information about in CSCsb87602 ba.campaignmgr memory Do Not Call 42
  • 43. Identifier Component Headline Do Not Call import does not fail records when number has CSCsb87624 ba.campaignmgr invalid length CSCsb93104 ba.campaignmgr Insufficient buffer size allocated for Do Not Call records Wrong CallResult for Agent Dropped Reservation call in CSCsa77868 ba.dialer Direct Preview CSCsb76300 ba.dialer Personal Callback cannot happen with Direct Preview mode Wrong CallResult for Agent Dropped Customer call in Direct CSCsa77880 ba.dialer.ipcc Preview Dialer process crashes on skipping the records continuously. CSCsb10072 ba.dialer.ipcc (IPCC) CSCsb96983 ba.dialer.ipcc Personal callbacks don't have expected status of 'AO' or 'AB' Polled Do Not Call imports fail to be read by the Campaign CSCsb66193 ba.import Manager Campaign Manager incorrectly identifies failed Do Not Call CSCsb66299 ba.import import record DNC WV report (imprule01 and imprule10) always show 0 CSCsb66342 ba.import records imported ICM/IPCC Schema Help and Handbook are missing table CSCsc05672 documentation links and references ICM Customer Concept does not apply to Custom Functions CSCsb28321 inetscripted in ISE SQL Server error msg if description field with Asian chars CSCsb76293 ipccwebconfig exceeds len Adding user leads to error - domain is not configured CSCsc02815 ipccwebconfig-ad correctly CSCsb19874 ipccwebconfig-reg Can't turn off Agent/Skill Group Stats on IPCC Network page Agent names are not sorted in Skill Group page in Agent CSCsb68545 ipccwebconfig-ui Reskilling 43
  • 44. Identifier Component Headline CSCsb68625 ipccwebconfig-ui Agent names should be displayed as lastname, firstname CSCsb76408 pg.acmi monitems.bak file can grow excessively internal consult calls do not have trunk information in CSCsb43274 pg.definity delivered event DMS PIM Fails to Go Active on Restart Due to Eicon Card CSCsb27767 pg.dms100 Init Timing RealTime stats showing EXD and LAA valid at same time for CSCsb78879 pg.dms100 Service CSCsb35995 pg.eapim Error message flooding the NT Event Viewer CSCsb75791 pg.eapim Eagtpim fails with a Drwatson errror on skill group deletion CSCsc24896 pg.eapim ICM Router cannot find a device target defined in System PG JGW sends the incorrect LocalState message in the CSCsb73077 pg.eapim.jtapigw Transferred msg Missing half hour aggregate records when PG CPU pegs for CSCsb03835 pg.opc long time CSCsb30446 pg.opc opc crashed when dynamic re-skilling with sub-skill groups t_Network_Trunk_Group_Half_Hour statis don't reconcile CSCsb45384 pg.opc t_Trunk_Group_HH Agent logged into unconfigured sub skill group counted as CSCsb86883 pg.opc available CSCsc04280 pg.opc System PG: OPC crashes when dialing IVR Routing Point System IPCC 7.0 SR1-TrunksIdle Does Not Reflect Actual CSCsc08195 pg.opc IVR's Trunks Idle Agent Re-Skilling through Agent Explorer stops calls routing CSCsc37274 pg.opc to agents Symposium PIM Enhancement to reflect the hardphone CSCsa62909 pg.symp.noseipim behavior for SWAP 44
  • 45. Identifier Component Headline CSCsa70050 pg.symp.noseipim Stale calls in Customer Abandon scenario Support of SWAP feature for Unanswered/Outbound consult CSCsa70054 pg.symp.noseipim calls Consult remains as a stale call due to DNTYPE_TRANSFER CSCsa70079 pg.symp.noseipim / CONFERENCE CSCsa70112 pg.symp.noseipim Consult call HOLD not reflected at the soft-phone PIM not considering the NotReadyWalkAway agent state CSCsa79644 pg.symp.noseipim from RTD Customer Abandons,Consult Call is cleared when a new call CSCsb01893 pg.symp.noseipim initiated CSCsb29263 pg.symp.noseipim Problem with consultation transfert from IDN call to IDN. Chinese - wv tree OO -1st option will not render create rpt CSCsb98170 reporting.i18n page CSCsb74431 reporting.monitoricm Cicm Monitor - server name is not displayed in Cicm Profile. Report Item List Box does not return all items with large CSCsb02382 reporting.webview configurations Reports may miss data in agent30,31 rpts w/ large # agents CSCsb21069 reporting.webview or time Chinese, Japanese and Korean IE - Garbled characters in CSCsb48805 reporting.webview WebView calendar CSCsb79095 reporting.webview Error message for WV authentication timeout is not clear CSCsb42110 router Dummy Peripheral/Skillgroup config/scripting Message is logged for every call which is assigned default CSCsb53304 router call type CSCsb67158 router RTRA/RTRB Simultaneous Crashes in ICM 5.0 CSCsb49320 scripteditor Labels in script editor take long time to open 45
  • 46. Identifier Component Headline Identifier Component Headline Can't make config changes because CmsNode exits CSCsc21457 aw.conapi unexpectedly The User List Tool only supports ASCII characters in user CSCsb90027 aw.config name. PhoneExt01 - PhoneExt10 import fields should only allow 8 CSCsb92253 aw.config.ba digits Phone01 through Phone10 should allow 20 digits instead of CSCsb97615 aw.config.ba 10 Exported CSV file for Outbound dialer does not work with CSCsc15809 aw.config.ba CCM 5.0. IPCC Enterprise Gateway PIM Autoconfiguration is not CSCsb76006 aw.config.explorer enabled by default User List does not give error when password does not meet CSCsa53022 aw.config.list domain policy All enabled Do Not Call imports are processed when only CSCsb65054 ba.campaignmgr one is scheduled 46
  • 47. Resolved Caveats in ICM 7.0(0) SR1 For details on SR1, please refer to the download page on CCO for the release notes (ICM7.0.0_SR1_Release_Notes.doc): http://www.cisco.com/cgi-bin/tablebuild.pl/rel70-sr1 47
  • 48. Obtaining Documentation The following sections provide sources for obtaining documentation from Cisco Systems. World Wide Web You can access the most current Cisco documentation on the World Wide Web at the following sites:  http://www.cisco.com  http://www-china.cisco.com  http://www-europe.cisco.com Documentation CD-ROM Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or as an annual subscription. Ordering Documentation Cisco documentation is available in the following ways: Registered Cisco Direct Customers can order Cisco Product documentation from the Networking Products MarketPlace: http://www.cisco.com/cgi-bin/order/order_root.pl Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store: http://www.cisco.com/go/subscription Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408-526-7208 or, in North America, by calling 800-553-NETS(6387). 48
  • 49. Documentation Feedback If you are reading Cisco product documentation on the World Wide Web, you can submit technical comments electronically. Click Feedback in the toolbar and select Documentation. After you complete the form, click Submit to send it to Cisco. You can e-mail your comments to bug-doc@cisco.com. To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address: Attn Document Resource Connection Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-9883 We appreciate your comments. 49
  • 50. Obtaining Technical Assistance Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website. Cisco.com Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco. Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available. Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco. To access Cisco.com, go to: http://www.cisco.com Technical Assistance Center The Cisco TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract. Contacting TAC by Using the Cisco TAC Website If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website: http://www.cisco.com/tac P3 and P4 level problems are defined as follows: P3—Your network performance is degraded. Network functionality is noticeably impaired, 50
  • 51. but most business operations continue. P4—You need information or assistance on Cisco product capabilities, product installation, or basic product configuration. In each of the above cases, use the Cisco TAC website to quickly find answers to your questions. To register for Cisco.com, go to the following website: http://www.cisco.com/register/ If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following website: http://www.cisco.com/tac/caseopen Contacting TAC by Telephone If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following website: http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml P1 and P2 level problems are defined as follows: P1—Your production network is down, causing a critical impact to business operations if service is not restored quickly. No workaround is available. P2—Your production network is severely degraded, affecting significant aspects of your business operations. No workaround is available. 51