ICM 5.0(0) SR8 Release Notes



Cisco ICM 5.0(0), Service Release 9

Release Notes

Updated 4/04/2005

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Cisco ICM Software: Service Release 9 for ICM Software Version 5.0(0)

Copyright © 2005, Cisco Systems, Inc.

All rights reserved

Table of Contents

About this Document 5

About Cisco ICM and ICM Service Releases 6

ICM 5.0(0) SR9 Compatibility and Support Specifications 7

ICM Version Support 8

ICM Component Support 9

Cisco Security Agent 10

International Support 11

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 16

Installing ICM 5.0(0) SR9 18

How to Deploy ICM Service Releases on a Duplexed ICM 18

How to Install ICM 5.0(0) SR9 18

How to Install ICM 5.0(0) SR9 Additional Features 21

Infomaker 8.0.4.10784 upgrade procedure 22

Uninstalling ICM 5.0(0) SR9 24

Running Setup.exe from the ICM CD in a Service Release Environment 26

How to Run Setup.exe from the ICM CD in a Service Release Environment 26

Reporting Improvements 27

Known Caveats in this Service Release 33

Resolved Caveats in this Service Release 39

Resolved Caveats in ICM 5.0(0) SR9 40

Resolved Caveats in ICM 5.0(0) SR8 45

Resolved Caveats in ICM 5.0(0) SR7 53

Resolved Caveats in ICM 5.0(0) SR5 67

Resolved Caveats in ICM 5.0(0) SR4 70

Obtaining Documentation 74

World Wide Web 74

Documentation CD-ROM 74

Ordering Documentation 74

Documentation Feedback 75

Obtaining Technical Assistance 76

76

Technical Assistance Center 76

About this Document

This document provides installation instructions for Cisco ICM 5.0(0) Service Release 9. It also contains a list of ICM 5.0(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 these sections:

• About Cisco ICM and ICM Service Releases

• ICM 5.0(0) SR9 Compatibility and Support Specifications

• ICM Service Release Installation Planning

• Installing ICM 5.0(0)

• Uninstalling ICM 5.0(0) SR9

• Running Setup.exe from the ICM CD in a Service Release Environment

• Reporting Improvements

• Known Caveats in this Service Release

• Resolved Caveats in this Service Release

• Obtaining Documentation

• Obtaining Technical Assistance

About Cisco ICM and ICM Service Releases

Cisco ICM software is a component of Cisco IPCC Enterprise, Cisco ICM Enterprise, and Cisco ICM Hosted Edition. 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 all earlier Service Releases for their respective version.

For more information on the ICM software maintenance strategy, see the Cisco ICM/IPCC Enterprise Maintenance Support Strategy, available at: .

ICM 5.0(0) SR9 Compatibility and Support Specifications

This section provides information to help you understand on which ICM servers ICM 5.0(0) SR9 can and should be installed. It contains these subsections:

• ICM Version Support

• ICM Component Support

• International Support

ICM Version Support

ICM 5.0(0) SR9 can be installed on systems running Cisco ICM Release 5.0(0). It can be installed on systems with no previous ICM Service Release installed, or on systems with any previous 5.0(0) Service Release installed.

ICM 5.0(0) SR9 has been tested and verified to be compatible with the interoperability criteria for ICM Release 5.0(0). Additional ICM 5.0(0) interoperability support information is available from these sources:

• ICM 5.0(0) support information for other Cisco products is listed in the Cisco IP Contact Center Compatibility Guide, available at:

• ICM 5.0(0) ACD support information is listed in the ACD Supported Switch Matrix, available at:

• ICM 5.0(0) third-party platform support information is listed in the Cisco Enterprise Contact Routing Bill of Materials, available at:

ICM Component Support

An ICM 5.0(0) service release installs files that resolve caveats on different ICM 5.0(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.

Supported ICM Components

ICM 5.0(0) SR9 is compatible with and should be installed on these ICM components:

• ICM Admin Workstations (AWs)

• ICM CallRouters

• ICM Loggers

• ICM Peripheral Gateways (PGs)

N ICM 5.0(0) SR9 must be installed on all of the components listed above. Installing this patch 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

The ICM 5.0(0) SR9 Service Release does not need to be installed on these ICM components. There are no updates contained in this Service Release for the following components, therefore it is unnecessary to run the SR Installer on them.

• Cisco Collaboration Server Dynamic Content Adapter (DCA)

• Cisco Computer Telephony Integration Object Server (CTI OS)

• Cisco E-Mail Manager Option (CEM)

(Cisco E-Mail Manager Service Releases can be downloaded at:

)

• Cisco Media Blender (CMB)

• Cisco Web Collaboration Option (CCS)

Cisco Security Agent

A standalone Cisco Security Agent for ICM software is supported with ICM/IPCC 5.0(0) Service Release 8 or later. The standalone Cisco Security Agent provides intrusion detection and prevention for Cisco ICM software. Cisco Security Agent removes potential known and unknown ("Day Zero") security risks that threaten enterprise networks and applications. It dramatically reduces downtime, widespread attack propagation and clean-up costs. The Agent is provided free of charge by Cisco Systems for use with release 5.0(0) (SR8 or later) of the Cisco ICM software. While Cisco highly recommends its installation, it is optional. The “ICM software” protected by the Cisco Security Agent for ICM includes Cisco ICM Enterprise and Hosted Edition 5.0(0) (SR8 or later), Cisco IP Customer Contact (IPCC) Enterprise and Hosted Edition 5.0(0) (SR8 or later), Cisco Outbound Option (formerly Blended Agent) 5.0(0) (SR8 or later), Cisco E-Mail Manager 5.0(0), Cisco Web Collaboration Option 5.0(0) [Cisco Collaboration Server 5.0(0), Cisco Dynamic Content Adapter (DCA) 2.0(1), Cisco Media Blender 5.0(0)], Cisco CTI Object Server (CTI OS) 5.0(0), and Cisco Remote Monitoring Suite (RMS) 2.0(0). The standalone Cisco Security Agent for ICM/IPCC, the Installation Guide and the Cisco Security Agent release specific Readme document can be downloaded from



Cisco strongly recommends reading the Cisco Security Agent Installation Guide and the Readme document before installing the agent.

In addition to being specifically tuned for Cisco ICM software, the standalone Cisco Security Agent for Cisco ICM software provides support for a select number of Cisco-approved third-party applications.These are listed in the ICM Software 5.0(0)SR9 Bill of Materials. No other third-party applications are supported.

Cisco Security Agent requires that any software installed on an ICM server, whether Cisco software or third-party applications, must be installed into the default directories presented during the installation process. If customers are upgrading and have not installed in default directories (and do not wish to de-install and re-install using the default directories), or if new customers do not want to install in default directories, they should not use Cisco Security Agent.

New Features

If you use a third-party software application that is not Cisco-approved, you should purchase and install the Management Center for Cisco Security Agents, because you will then need to modify and maintain your own application-server security policy—something which is not possible with the standalone Agent. Contact the Cisco Technical Assistance Center (TAC) for information on customizing the policy to support your third-party applications.

Note: Using Cisco Security Agent for ICM software has the potential for adversely impacting your system if not used appropriately. For a discussion of issues and troubleshooting tips, see the document just mentioned. For additional information on Cisco Security Agent, see the Management Center for Cisco Security Agent documentation set at



International Support

ICM 5.0(0) service releases add the following international support to ICM 5.0. Note that, because ICM service releases are cumulative, each includes the features introduced by its predecessors.

|Service Release 8 |Adds WebView user interface for French (France) and French (Canada). |

| |WebView report templates are localized in Japanese, Chinese, Korean, French (France) and French |

| |(Canada). |

|Service Release 7 |No new localization is added. Extensive change to Reporting has temporarily affected prior |

| |localizations. |

| |Please see “Reporting Localization” below. |

|Service Release 5 |No new localization is added. |

|Service Release 4 |Adds WebView report templates localized for Chinese and Korean. |

|Service Release 3 |Adds WebView localization support for Japanese. Adds WebView Help support for Japanese. |

|Service Release 2 |Adds WebView localization support for Chinese and Korean. |

|Service Release 1 |No localization support included. |

Special Installation Instructions for International Customers

In order to generate correct ICM reports from WebView, some of the international customers need to perform additional setup steps before installing the service pack.

For UK Customers

A SQL Server installed on an UK platform must set the default langauge for the following login account to British English:

• LocalSQLAdmin

• LocalSQLUser

Follow these steps to setup the default language:

(1) Start/ Programs/ MicroSoft SQL Server/ Enterprise Manager

(2) On the left panel of Enterprise Manager,

* Expand “MicroSoft SQL Servers/ SQL Server Grup/ (local) (Windows NT)”

* Double click "Security"

* Click "Logins"

(3) On the right panel of Enterprise Manager

* Right click \LocalSQLAdmin

* Click "Properties" to bring up the Properties dialog

* At the General tab, select “British English” from the Language pull-down list

(4) On the right panel of Enterprise Manager,

Repeat Step (3) for \LocalSQLUser.

An Correct language setup is shown in the following screen shot:

[pic]

2. For UK and French Canadian Customers

Date display format need to be adjusted for Jaguar server installed on an UK or French Canadian platforms:

2.1 Find the user name of the Jaguar server:

(1) Right click "My computer" from the desktop

(2) Click "Manage" to bring up Computer Management window

(3) At the left panel of Management window,

* Expand "Services and Applications"

* Click "Services"

(4) At the right panel of Management window,

* Right click "Jaguar"

* Click "Properties" to bring up the Properties dialog, as shown as follows:

[pic]

• The user name of Jaguar serve is shown on the Log On tab. In this screen shot it is jagintlserver-211.

2.2 Find Security ID (SID) of the Jaguar server user

(1) Open Start/ Run, enter "regedit" then click OK. The Registry Editor window opens.

(2) Open My Computer/ HKEY_LOCAL_MACHINE/ SOFTWARE/ MicroSoft/ windows NT/ CurrentVersion/ ProfileList.

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 if the SID. Note the SID, especially the last digists which differentiate the SID from the names of the other folders.

[pic]

2.3 Change the date format for Jaguar service

In Registry Editor, go to HKEY_USERS/ / International. Double-click the sShortDate field. The Edit String dialog box appears.

* Enter d/M/yyyy on UK system.

* Enter yyyy/M/d on French Canadian system

* Click OK.

The following screen shot shows the correct date format on an UK systems:

[pic]

3. 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 display date in mm/dd/yyyy format.

Customers who want DD/MM/YYYY date formats in reports and and who are installing on W2K platforms platforms which are not one of U.K. English, French, German, or Spanish Select UK English during the patch installation, then follow the instructions below to setup the default language for IE browser.

(1) In the IE browser, select Tools/ Internet Options to bring up Option dialog.

(2) Add UK English (en-gb) to the language list.

Or add French (Canada) (fr-ca) to the language list.

(3) Move the above language to the top of the language list.

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 these 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, you should 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, you should install service releases on the set of components comprising the Central Controller (CallRouter and Logger), Distributor, and Admin Workstation at the same time. Peripheral Gateways should be patched as soon as possible, but can be patched after the Central Controller and Admin Workstation have been restarted.

Installation does require a specific order as it pertains to patching alternate sides of a duplexed ICM. Consult the How to Deploy ICM Service Releases on a Duplexed ICM section of this document for more information.

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 5.0(0) SR9 Compatibility and Support Specifications section of this document to determine on which ICM components this service release should 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 How to Deploy 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.

□ Install the service release on ICM nodes: Install the service release on each Logger, CallRouter, Admin Workstation, and Peripheral Gateway in your ICM system. Consult the How to Install ICM 5.0(0) section of this document for step-by-step instructions on installing this service release.

□ Install additional features: Optionally, install any additional features from the service release that are not part of the standard installation. Consult the How to Install ICM 5.0(0) SR9 Additional Features section of this document for information on installing optional features in this service release.

□ Test and troubleshoot the installation: After installation, test your ICM system to ensure that it is working properly. Ensure that sides of duplexed systems are synchronized. Consult the Known Caveats in this Service Release section of this document for information on troubleshooting any known issues with this service release.

Installing ICM 5.0(0) SR9

This section provides instructions on how to install ICM 5.0(0) SR9 and how to troubleshoot the installation. It contains these subsections:

• How to Deploy ICM Service Releases on a Duplexed ICM

• How to Install ICM 5.0(0)

• How to Install ICM 5.0(0) SR9 Additional Features

How to Deploy ICM Service Releases on a Duplexed ICM

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 5.0(0) .

Caution: DO NOT restart ICM services on Side A nodes at the completion of installation.

2. Stop all ICM services on all Side B nodes.

3. Restart ICM services on all Side A nodes. Ensure that 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 5.0(0) .

5. Restart ICM services on all Side B nodes. Ensure that both sides of the duplexed system synchronize.

How to Install ICM 5.0(0) SR9

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.

6. Using the ICM Service Control utility, stop all ICM services running on the node.

7. If the node is a:

▪ Distributor Admin Workstation or Logger, close any open ICM applications that may be running (Setup, Configuration Manager, ICMDBA, Check Routes, Script Editor, Translation Route Wizard, etc.).

▪ CallManager PG, close Internet Explorer.

8. Additionally, if the node is an Admin Workstation running WebView:

N For international Chinese and Korean customers only:

In ICM 5.0(0) SR7, all templates are in English. Most report templates have been updated but have not been localized in Chinese and Korean. Chinese and Korean customers have to make a choice of upgrading your system to ICM 5.0(0) SR7 or keeping your localized templates with previous ICM 5.0(0) Service Releases (ICM 5.0(0) SR3 – SR5).

i. Stop IIS (by stopping the IIS Admin Service)

ii. Stop the Jaguar service

iii. Clear the Internet Explorer browser cache (by deleting all temporary internet files)

This step involves the following:

* From Internet Explorer, select Tools --> Internet Options

* At General tab, click Delete Files

* Check Delete all offline content

* Click OK

* Click OK

iv. Close all Internet Explorer applications including WebView Reporting.

v. Delete the following directories:

▪ Program Files\New Atlanta\ServletExec ISAPI\Servlets\pagecompile\_webview

▪ \web\webview\reporting\_ for each instance directory.

9. Start the service release installation by running ICM5.0(0)_SR9.exe.

N 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 TaskManager 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.

N For IPCC PG Node: The Java Runtime Environment (JRE) installer file (j2re-1_4_2_03-windows-i586-p.exe ) will be executed to install JRE 1.4.2 as part of the IPCC PG (eagtpim) upgrade to ICM 5.0(0) SR9.

Your ICM 5.0(0) SR9 installer may look like it's hung while the JRE is being installed. You can verify that the JRE installer is running by looking for a process named j2re-1_4_2_03-windows-i586-p.exe in the '"Processes" tab in Windows Task Manager. Please be patient while the JRE install is in progress.

10. Select the language for any localized files included in the installation.

11. If prompted during the installation, click Yes to allow the installer to replace files as necessary.

12. When prompted, click Finish to complete the installation.

13. After installation is complete, using the ICM Service Control utility, restart all ICM services on the node.

N 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 How to Deploy ICM Service Releases on a Duplexed ICM section of this document.

14. If the node is an Admin Workstation running WebView, grant Modify permissions to the Internet Guest Account (IUSR_ user) on the \html\classes\com\cisco\atg folder (usually C:\Program Files\Sybase\EAServer\html\classes\com\cisco\atg) from the Security tab of the Properties dialog for that folder.

15. If the node is an Admin Workstation running WebView, restart IIS (by restarting the World Wide Web Publishing service) and restart the Jaguar service.

16. If the node is an ICM Distributor, Logger, or Admin Workstation, start ICMDBA and open tools and applications that you closed, as desired.

17. For CallManager PG Node, start Internet Explorer sessions.

How to Install ICM 5.0(0) SR9 Additional Features

This section explains how to install additional features in ICM 5.0(0) SR9 that are not part of the regular ICM 5.0(0) SR9 installation.

How to Resolve CSCsa44873 at Symposium (SCCS 5.0) Sites / Editing SymosiumVersion Key for customers upgraded to SCCS5.0

ICM 5.0(0) SR9 includes an issue (CSCsa44873) for Symposium PIM to lay down the correct dll’s required for Client Communication with SCCS 5.0 and for compatability with HDX SDK R5.0. CSCsa44873 only affects sites that:

A. Include Symposium PGs

B. And the Symposium verion is 5.0 i.e. SCCS5.0

ICM 5.0(0) Service Releases 9 include a fix to CSCsa44873 for the Customers who upgraded their Symposium from SCCS4.0/4.2 to SCCS5.0, to lay down the correct dll’s you need to do the following steps:

1. Before installing ICM 5(0) SR9 Symposium PG, locate this key in the PG’s ICM registry tree:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\ICM\\PG\SymposiumVersion

18. Change the value to 50 ( of type Decimal)

How to Resolve CSCma23632 at DEFINITY ACD Sites

ICM 5.0(0) includes an issue (CSCma23632) that can cause Definity PIMs to intermittently report agents as available after call work, thereby causing the network IVR to send another call. CSCma23632 only affects sites that:

A. Include Definity PGs

B. Include Network IVR and Contact Center (Site) IVRs

C. Queues Calls are first queued in the network and then transferred to site IVRs as agents become available

ICM 5.0(0) Service Releases 2 and above include a fix to CSCma23632 that you can enable if over-utilization of site IVRs takes place. If your site is affected by CSCma23632, and if you have not previously applied the fix, you can do so by following these steps:

1. Install ICM 5.0(0) SR9 as described in Section How to Install ICM 5.0(0) .

2. After restarting ICM services on your Definity PG, locate this key in the PG’s ICM registry tree: PGxA\OPC\OPIData\AgentAvailableStateUpdateDelayInMilliSeconds

19. Set the desired data value for this key (in milliseconds). The recommended setting is 1000 ms.

Infomaker 8.0.4.10784 upgrade procedure

This section provides the upgrade procedure for Sybase Infomaker (PowerBuilder) 8.0.4.10784 from 8.0 or later.

This third party software is required for Custom Screen builder application of ICM.

1. The Infomaker software is available in .

2. Only registered users can download the required software from this site.

3. In order to install Infomaker 8.0.4, you must have already installed PowerBuilder 8.0 or later on your computer. This is a Maintenance release of PowerBuilder 8.0

4. Make note of your Sybase program folder. This is usually "C:\Program Files\Sybase".

5. Inside the above folder, create a folder called "backup_801".

6. Copy the following folders into that backup folder:

C:\Program Files\Sybase\Infomaker 8.0

C:\Program Files\Sybase\Shared\PowerBuilder

C:\Program Files\Sybase\Shared\MerantODBC

7. Download PowerBuilder - 8.0.4 (10501) Maintenance release and PowerBuilder - 8.0.4 (10784) EBF versions form the Sybase site.

8. Run the 8.0.4 (10501) installable first.

9. Follow the Release notes of Power builder for detailed installation information.

10. Reboot the machine.

11. Now apply the EBF (Emergency Bug Fix) 8.0.4 (10784).

12. Reboot the machine.

N During installation of PowerBuilder select only the required components like InfoMaker.

Uninstalling ICM 5.0(0) SR9

As desired, you can uninstall ICM 5.0(0) SR9 from any ICM node on which it is installed. When uninstalling ICM 5.0(0) SR9 note that:

• Because removing an ICM service release requires stopping ICM services, it should be done during a maintenance period when your ICM system is out of production.

• To function properly ICM 5.0(0) SR9 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, you should remove it from all other nodes as well.

To uninstall ICM 5.0(0) SR9, perform the following steps 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. Using the ICM Service Control utility, stop all ICM services running on the node.

3. For ICM WebView, close ICM WebView Reporting, stop Jaguar Service and IIS Service, and Clean up IE browser cache and precompiled WebView pages.

4. For the ICM Distributor, Logger, or Admin Workstation Node, close any open Check Routes Tool or Script Editor, Close the Translation Route Wizard if running, close any open ICM Configuration tools, and Stop ICMDBA.

5. For CallManager PG Node, stop Internet Explorer sessions.

6. Select Start > Settings > Control Panel > Add Remove Programs.

7. Select Cisco Service Release 5.0(0)_SR9.

20. Click Change/Remove.

N For IPCC PG Node: The Java Runtime Environment (JRE) installer file (j2re-1_4_2_03-windows-i586-p.exe ) will be executed to uninstall JRE 1.4.2 as part of the IPCC PG (eagtpim) uninstall.

Your ICM 5.0(0) SR9 uninstaller may look like it's hung while the JRE is being uninstalled. You can verify that the JRE uninstaller is running by looking for a process named j2re-1_4_2_03-windows-i586-p.exe in the '"Processes" tab in Windows Task Manager. Please be patient while the JRE uninstall is in progress.

21. If the node is an Admin Workstation running WebView, restart IIS (by restarting the World Wide Web Publishing service) and restart the Jaguar service.

22. Restart all ICM services on the node.

23. If the node is an ICM Distributor, Logger, or Admin Workstation, start ICMDBA and open tools and applications that you closed, as desired.

24. For CallManager PG Node, start Internet Explorer sessions.

N If, as part of installing additional ICM 5.0(0) SR9 features, you applied the CSCma23632 fix to a Definity PG, after uninstalling ICM 5.0(0) SR9 you should also delete the following key from that node’s ICM registry: PGxA\OPC\OPIData\AgentAvailableStateUpdateDelayInMillSeconds.

For more information on CSCma23632 consult the How to Resolve CSCma23632 at DEFINITY ACD Sites section of this document.

Running Setup.exe from the ICM CD in a Service Release Environment

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, routers, etc.), something which 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.

How to Run Setup.exe from the ICM CD in a Service Release Environment

To avoid potential issues, Cisco recommends that you revert an ICM node to base-release level prior to running Setup.exe from the ICM CD. This should also be done if you have previously run Setup.exe from the CD in your Service Release-patched environment and are experiencing inconsistent behavior. To do this:

1. Uninstall all ICM Service Releases and/or Engineering Specials from the node, following the uninstallation instructions provided in their Release Notes.

N Patches must be removed in the reverse-order they were installed. For example, on a node on which the following have been installed: SR1, SR1_ES10, SR1_ES20, SR2, SR2_ES10, SR2_ES20, you would remove patches in this order:

SR2_ES20 ( SR2_ES10 ( SR2 ( SR1_ES20 ( SR1_ES10 ( SR1

The uninstall program will prevent 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 the Upgrade All button 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.

Reporting Improvements

While it is unusual to provide enhancements (feature requests) in a Service Release, Cisco recognizes the importance of providing a user-friendly interface to meaningful reporting data. To that end, we have made the following improvements in reporting.

Cosmetic Changes and Additions to Reports

The first set of changes is localized to WebView. These include cosmetic changes, presentation changes, and new fields added to the reports.

• Usability improvements have been made throughout the report templates:

o It is now easier to see what specific data refers to, for example, to tell that certain data is counted only when the task is completed

o Columns have been reordered so that related columns are nearer to each other

o Columns have been renamed for clarity and consistency

o Summary rows have been added to provide an overview

o The ability to set thresholds on computed fields has been added

o Agent State Times are more clearly indicated as such

o Agent Skill Group (agtskg) templates are now grouped by Skill Group rather than by Agent Name

o A user has the ability to launch multiple reports; an enhancement has been made to allow the user to uncheck all of them with one click instead of having to single click on each checkbox when returning to the screen where the initial selection was made

o Historical reports now display the calendar and times without the user having to scroll the screen

o The link text “Open In New Window” has been changed to “Printable Version” to better indicate the purpose of the link

o The word “table” is now used in place of the word “grid”, thus conforming to the more common use in business applications

o Descriptions in on-line help and in manuals have been improved

o Service Levels: Headers were made more descriptive on some reports to indicate precisely which service level was being reported on, for example, "SL Aban Positive" rather than simply "Service Level" (entsvc04, entsvc06-09, entsvc12, entsvc18).

• Columns have been added in order to provide more complete information; for example, all possible agent states are shown so that the total is 100% (within rounding error).

• Outbound Option (formerly Blended Agent) states are now tracked.

• Several templates which were previously listed as IPCC only are now available as Standard Templates as well (caltyp20-22, persvc20-21).

• WebView report sorting has been improved. All fields on all reports in WebView can be sorted. In release 5.0(0), only those reports without subgroupings could be sorted. Starting in 5.0(0) SR7 the reports can be sorted even if they have subgroupings. When a column header is clicked, the report sorts in ascending order on that field and subgroupings are preserved.

• WebView presents a status page when a historical report is running. When the user clicks “Finish” to run a report, this page appears in order to indicate that the report is running. When the report has completed, it replaces the status page in the browser.

• The WebView Job Scheduler has been improved to enable users to specify whether to append the date/time to the file name of scheduled saved reports. This option allows users to schedule reports to run repeatedly without overwriting existing saved reports with the same name.

• Tabular reports can now be scaled to fit better in a window or on the printed page, or zoomed to enhance readability.

• Headers are now locked on tabular reports to improve readability when the report is scrolled down.

• Some reports now include the total number of Completed Tasks, as well as grouping statistics under a “Completed Tasks” heading. This helps to reduce confusion caused by half-hour boundary issues (for example, a mismatch between CallsOffered and CallsHandled because some calls have been offered during a particular half-hour period but not completed within that same half-hour period).

• WebView now prints headers, page numbers, and a footer containing Run Date, Report Name, Template Name and Run By on each page it prints. This, in addition to the ability to scale reports, improves the readability of printed output.

• Two reports for Outbound Option (formerly Blended Agent) have been added: a Valid Campaign Dialing Times Report (campqry03) and a Valid Query Rule Dialing Times Report (campqry04).

Data Changes and Removals from the Reports

The following changes were made to the reporting data displayed, or involve removing existing data from the reports.

• Average Hold Time was changed to be the average hold time for those tasks that had hold times, rather than for all tasks (agent23-26, agtper23-26, agteam23-26, agtskg23-26).

• “Queued” was changed to include those calls queued at the router plus those calls in the local ACD queue (agtskg20, entskg04, entskg21-22, entskg25-26, perskg04, perskg21-22, perskg25-26).

• “Queued now” was changed to include those calls queued at the router plus those calls in the local ACD queue (entskg20, perskg20).

• The “Interrupted” column was removed from reports where it was not used (agent25-26, agtskg23-24, entskg03, entskg20, entskg25-26, perskg03, perskg08, perskg20, perskg25-26). Since this column always reported 0’s, no information is lost from these reports.

• Service Levels: On the daily reports caltyp22 and persvc21, an incorrect service level number was replaced with three columns (SL Aban Ignored, SL Aban Positive, SL Aban Negative). The daily summary for half-hour reports was removed (entsvc03-04, entsvc07, persvc03-04, persvc07, persvc20).

Template Specifics Summary

The following section details changes to templates. If you are interested in specific changes for a particular template, compare the description in the current documentation to the description in the documentation for the version that you have. A given template may appear under more than one category.

• Usability (for example: columns reordered, columns renamed, summary row added, Agent State Times indicated)

Agent reports:

agent03-06, agent20-28, agteam02-05, agteam20-28, agtskg03-05, agtskg07, agtskg20-28, agtper03-05, agtper20-28

Call type reports:

caltyp05, caltyp20-24

Peripheral reports:

periph04-05

Skill group reports:

entskg01, entskg03, entskg21-28, perskg01, perskg03, perskg08, perskg12, perskg20-28

Service reports:

entsvc03, entsvc07-08, entsvc24, persvc03, persvc07-08, persvc20-26

Outbound Option (formerly Blended Agent) reports:

camqry10-11, dialer10

Other reports:

routes08, routes13, nettrk13, rtecli12, trkgrp12, trkgrp22-23

• Outbound Option (formerly Blended Agent) states now tracked

Agent reports:

agent23-26, agteam23-26, agtskg23-26, agtper23-26

Skill group reports:

entskg01, entskg03, entskg20, entskg25-26, perskg01, perskg03, perskg20, perskg25-26

• Columns have been added in order to be more complete (for example: all possible agent states are shown so that the total is 100%—within rounding error)

Agent reports:

agent06, agent23-24, agent27-28, agteam04, agteam27-28, agtskg27-28, agtper04, agtper27-28

Call type reports:

caltyp05, caltyp20-24

Peripheral reports:

periph04-05

Skill group reports:

entskg01, entskg03, entskg08-09, entskg23-24, entskg27-28, perskg01, perskg03, perskg09, perskg20, perskg23-24, perskg27-28

Service reports:

entsvc03, entsvc08, entsvc24, persvc03, persvc08, persvc26

Outbound Option (formerly Blended Agent) reports:

camqry01-02, camqry10-11, dialer10

Other reports:

routes08, scrque01

• Completed Tasks grouping added (discussed above)

Agent reports:

agent23-26, agteam23-26, agtskg23-26, agtper23-26

Call type reports:

caltyp21-22

Skill group reports:

entskg25-26, perskg25-26

Known Caveats in this Service Release

This section provides a list of significant known defects in this ICM 5.0(0) Service Release.

N You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at:

Defect Number: CSCsa68449

Severity: 2

Headline: Importing Scripts takes a long time per script with large configurations.

Symptom: Script import performance and object mapping display performance degrades significantly if there are more than 5000 items for any object type in the configuration database.

Condition: Importing scripts with large configurations with more than 5000 items for any object type.

Workaround: None.

Defect Number: CSCma54668

Severity: 2

Headline: User list tool is closing while trying to delete user from list.

Symptom: The user list tool window is getting closed.

Condition: Deleting the user from the user list when the user have a maintenance access.

Workaround: To work around this problem go to the Class Security List tool and remove the user from the Global security. Once the user has been removed from Global in the Class Security tool, remove the user from the User list tool.

Defect Number: CSCma59251

Severity: 3

Headline: DMS100 Simulator crashes while executing the Post Route scenario

Symptom: DMS 100 Simulator crashes

Condition: While doing the Post Route with the following steps:

1.An inbound call is received by ACD group 2500

2.The inbound call is redirected to ACD group 2501

3.The inbound call is released by the caller (redirected)

4.An Inbound call is offered to Agent 2581

5.Agent 2581 answers the call with a talk time for 5 seconds

6.Agent 2581 releases the call

7.An inbound call is received by ACD group 2500

8.The inbound call is redirected to ACD group 2501

9.The inbound call is released by the caller (redirected)

10.An Inbound call is offered to Agent 2578

11.Agent 2578 answers the call with a talk time for 10 seconds

12.Agent 2578 releases the call

13.An inbound call is received by ACD group 2500

14.The inbound call is redirected to ACD group 2501

15.The inbound call is released by the caller (redirected)

16.An Inbound call is offered to Agent 2581

17.Agent 2581 answers the call with a talk time for 10 seconds

18.Agent 2581 releases the call

Workaround: None.

Defect Number: CSCsa74198

Severity: 2

Headline: Agent unable to complete transfer from softphone

Symptom: Agent unable to complete transfer from softphone

Condition: An unmonitored call land on the agent phone and the agent tries to transfer the call to another unmonitored phone

Workaround: Complete the transfer from hard phone.

Defect Number: CSCma25187

Severity: 4

Headline: Corruption of agent names in WebView exported report

Symptom: In CEM and ICM WebView exported reports, the agent names and report titles and headings that contain non-ASCII characters are corrupted.

Condition: This defect was identified using Cisco E-Mail Manager 5.0.0647 ENU with Japanese resource files. The symptom would also occur on ICM or CEM systems with Chinese or Korean character sets.

Workaround: Users be aware that multibyte (native) characters are corrupted in reports exported by using PowerBuilder [SaveAs() function].  There is no software fix available for this problem.  

Displayed reports can alternatively be "exported" by

1. From the ICM report page click “Open this report in a new

window”.

2. Use the browser's "save as" function to save a displayed

report in HTML format.

3. Load the saved HTML file into an application in the native

character set. For example in Excel:

* Open the HTML file

* Ignore “missing file report style.css” messages.

* Tools/Options…/Web Options…/ Encoding/ Reload

the file in the correct native character set

(Chinese=GB2312, Japanese=Shift-JIS,

Korean=EUC-KR)

* Save the worksheet as a comma-delimited csv file

for use with most PowerBuilder-supported applications.

Defect Number: CSCma27549

Severity: 3

Headline: IPCC Real Time Reports Broken After Rerunning Setup from ICM CD

Symptom: After rerunning setup from the ICM installation media and then re-applying ICM 5.0(0) SR7. Real-Time IPCC reports may cease to work or return data. These were fixed previously by applying SR7. Affected reports include:

• ipcc_agteam20.srd

• ipcc_agteam28.srd

• ipcc_peragt20.srd

• ipcc_peragt28.srd

• ipcc_agtper20.srd

• ipcc_agtper28.srd

Condition: Occurs when you rerun the ICM setup program on the ICM 5.0(0) CD on an Admin Workstation that A) is running WebView, and B) has been patched with ICM 5.0(0) SR7. Note that This issue only arises when setup is rerun from the ICM CD; rerunning the setup program installed on the Admin Workstation itself does not cause this issue.

Workaround: To resolve this issue, perform the following steps any time ICM 5.0(0) setup is run from the ICM CD on a WebView Admin Workstation with ICM 5.0(0) SR7 installed:

1. Reinstall ICM 5.0(0) SR7 on the node, following the instructions in the How to Install ICM 5.0(0) section of this document

25. Stop IIS (by stopping the IIS Admin service) and stop the Jaguar service.

26. From another working WebView Admin Workstation in the customer environment, or from previously saved backups, copy the following files and place the copies in the identical directory on the non-working WebView AW:

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