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Cisco ICM 5.0, Service Release 5
Release Notes
1/30/2004
Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp://www.cisco.comTel: 408 526-4000
800 553-NETS (64387)Fax: 408 526-4100
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Cisco ICM Software: Service Release4 for ICM Software Version 5.0 Copyright © 2003, Cisco Systems, Inc.All rights reserved
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 2
Table of Contents
About this Document....................................................................................................................5
About Cisco ICM and ICM Service Releases..............................................................6
ICM 5.0(0) SR5 Compatibility and Support Specifications.........................................7ICM Version Support...............................................................................................................7ICM Component Support........................................................................................................8International Support.............................................................................................................9
ICM Service Release Installation Planning.............................................................10When to Install an ICM Service Release...............................................................................10Installation Order for ICM Components................................................................................10ICM Service Release Installation Checklist...........................................................................10
Installing ICM 5.0(0) SR5......................................................................................12How to Deploy ICM Service Releases on a Duplexed ICM....................................................12How to Install ICM 5.0(0) SR5...............................................................................................12How to Install ICM 5.0(0) SR5 Additional Features...............................................................14
Uninstalling ICM 5.0(0) SR5..................................................................................16
Known Caveats in this Service Release.................................................................18
Resolved Caveats in this Service Release..............................................................22Resolved Caveats in ICM 5.0(0) SR5....................................................................................22Resolved Caveats in ICM 5.0(0) SR4....................................................................................53Resolved Caveats in ICM 5.0(0) SR3....................................................................................72Resolved Caveats in ICM 5.0(0) SR2....................................................................................86Resolved Caveats in ICM 5.0(0) SR1..................................................................................108
Obtaining Documentation...................................................................................115World Wide Web................................................................................................................115Documentation CD-ROM....................................................................................................115Ordering Documentation...................................................................................................115Documentation Feedback..................................................................................................116
Obtaining Technical Assistance..........................................................................117Cisco.com...........................................................................................................................117Technical Assistance Center..............................................................................................117
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 3
About this Document
This document provides installation instructions for Cisco ICM 5.0(0) Service Release 5. 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) SR5 Compatibility and Support Specifications ICM Service Release Installation Planning Installing ICM 5.0(0) SR5 Known Caveats in this Service Release Resolved Caveats in this Service Release Obtaining Documentation Obtaining Technical Assistance
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 4
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 earlier service releases for their respective version. Thus, in addition to new updates it introduces, ICM 5.0(0) Service Release 5 also contains the code updates from ICM 5.0(0) service releases 1, 2, 3 and 4.
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/icm50-planner.shtml.
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 5
ICM 5.0(0) SR5 Compatibility and Support Specifications
This section provides information to help you understand on which ICM servers ICM 5.0(0) SR5 can and should be installed. It contains these subsections:
ICM Version Support
ICM Component Support
International Support
ICM Version Support
ICM 5.0(0) SR 5 can be installed on systems running Cisco ICM version 5.0(0). It can be installed on systems with no previous ICM Service Release installed, or on systems with SR1, SR2, SR3 or SR4 installed.
ICM 5.0(0) SR5 has been tested and verified to be compatible with the interoperability criteria for ICM version 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: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html
ICM 5.0(0) ACD support information is listed in the ACD Supported Switch Matrix, available at: http://www.cisco.com/univercd/cc/td/doc/product/icm/acdsup/index.htm
ICM 5.0(0) third-party platform support information is listed in the Cisco Enterprise Contact Routing Bill of Materials, available at: http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm
The newly added platform support for this Service Release
Windows 2000
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Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 6
ICM Component Support
An ICM 5.0 service release installs files that resolve caveats on different ICM 5.0 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) SR5 is compatible with and should be installed on these ICM components:
ICM Admin Workstations (AWs)
ICM CallRouters
ICM Loggers
ICM Peripheral Gateways (PGs)
Note: ICM 5.0(0) SR5 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.
Unsupported ICM Components
ICM 5.0(0) SR5 should be installed only on the ICM/WebView software core components of a Contact Center solution. Do not install this service release on any of the following components:
Cisco Collaboration Server Dynamic Content Adapter (DCA)
Cisco Computer Telephony Integration Object Server (CTIOS)
Cisco E-Mail Manager Option (CEM)
Cisco Media Blender (CMB)
Cisco Web Collaboration Option (CCS)
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 7
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 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.
Note: Users who want DD/MM/YYYY date formats in reports and who are installing on W2K platforms which are not one of U.K. English, French, German, or Spanish should perform these steps:1. Select UK English during the patch installation.2. In the browser, select Tools/Internet Options/ Languages * Add UK English (en-gb) to the language list * Move UK English to the top of the language list.
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 8
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.
Note that 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) SR5 Compatibility and Support Specifications section of this
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 9
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) SR5 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) SR5 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.
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 10
Installing ICM 5.0(0) SR5
This section provides instructions on how to install ICM 5.0(0) SR5 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) SR5
How to Install ICM 5.0(0) SR5 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) SR5. 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) SR5.
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) SR5
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 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.).
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 11
CallManager PG, close Internet Explorer.
4. Additionally, if the node is an Admin Workstation running WebView:
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
<icm_root_directory>\web\webview\reporting\_<ICM instance name> for each instance directory.
5. Start the service release installation by running ICM5.0(0)_SR5.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 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.
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.
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 12
8. When prompted, click Finish to complete the installation.
9. After installation is complete, using the ICM Service Control utility, restart all ICM services on the node.
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 How to Deploy ICM Service Releases on a Duplexed ICM section of this document.
10. If the node is an Admin Workstation running WebView, the procedure for ensuring the WebView Template files are generated in the localized language is as follows:
* From the DOS prompt, go to \icm\<instance>\aw\custom directory.
* Delete all PPB050.PBL files by entering the following DOS command: del /s *.pbl
* Regenerate new PPB050.PBL files by entering the following DOS command:
\icm\bin\patchpbl -root \icm\<instance>\aw
If the customer modified any of the original templates, they can find them in the patch backup directories for each template group, named _ICM_5_0_0_5_0_0_1, which contains the original template files.
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.
How to Install ICM 5.0(0) SR5 Additional Features
This section explains how to install additional features in ICM 5.0(0) SR5 that are not part of the regular ICM 5.0(0) SR5 installation.
How to Install English and Japanese WebView Help
ICM 5.0(0) SR5 contains changes in SR4 which included updated WebView Help files for English and Japanese. Optionally, after installing SR5 on an ICM node running WebView, follow these steps to install the updated English and Japanese Help files if it’s not applied in the previous SR4 installation:
1. On the WebView server, open a command prompt.
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 13
2. Enter: <drive1>:\jdk1.3.1\bin\jar.exe -xvf <drive2>:\<icm_root_directory>\web\reporting\help\html\webviewhelp.jar
where <drive1> is the drive on which the JDK is installed and <drive2> is the drive on which ICM is installed.
For example:
c:\jdk1.3.1\bin\jar.exe -xvf c:\icm\web\reporting\help\html\webviewhelp.jar
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 call 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:
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 ICM5.0 SR5 as described in Section How to Install ICM 5.0(0) SR5.
2. After restarting ICM services on your Definity PG, locate this key in the PG’s ICM registry tree: PGxA\OPC\OPIData\AgentAvailableStateUpdateDelayInMilliSeconds
3. Set the desired data value for this key (in milliseconds). The recommended setting is 1000 ms.
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 14
Uninstalling ICM 5.0(0) SR5
As desired, you can uninstall ICM 5.0(0) SR5 from any ICM node on which it is installed. When uninstalling ICM 5.0(0) SR5 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) SR5 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) SR5, 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)_SR5.
8. Click Change/Remove.
9. If the node is an Admin Workstation running WebView, the procedure for ensuring the WebView Template files are generated in the localized language is as follows:
* From the DOS prompt, go to \icm\<instance>\aw\custom directory.
* Delete all PPB050.PBL files by entering the following DOS command: del /s *.pbl
* Regenerate new PPB050.PBL files by entering the following DOS command:
\icm\bin\patchpbl -root \icm\<instance>\aw
10. If the node is an Admin Workstation running WebView, restart IIS (by restarting the World Wide Web Publishing service) and restart the Jaguar service.
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 15
11. Restart all ICM services on the node.
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.
Note: If, as part of installing additional ICM 5.0(0) SR5 features, you applied the CSCma23632 fix to a Definity PG, after uninstalling ICM 5.0(0) SR5 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 DEFINITYACD Sites section of this document.
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 16
Known Caveats in this Service Release
This section provides a list of significant known defects in ICM 5.0(0) SR5.
Note: You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/support/bugtools/Bug_root.html
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
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 17
Symptom: After rerunning setup from the ICM installation media and then re-applying ICM 5.0(0) SR5. Real-Time IPCC reports may cease to work or return data. These were fixed previously by applying SR5. 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) SR5. 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) SR5 installed:
1. Reinstall ICM 5.0(0) SR5 on the node, following the instructions in the How to Install ICM 5.0(0) SR section of this document
2. Stop IIS (by stopping the IIS Admin service) and stop the Jaguar service.
3. 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:
From <icm_root_directory\custom\peragt:
ipcc_peragt20.srd
ipcc_peragt28.srd
From <icm_root_directory\custom\agtpert:
ipcc_agtper20.srd
ipcc_agtper28.srd
From <icm_root_directory\custom\agteam:
ipcc_agteam20.srd
ipcc_agteam28.srd
4. On the non-working WebView AW, open a command prompt.
5. Change the directory to <icm_root_directory>\bin.
6. Run the following command:
patchpbl.exe <drive>:\<icm_root_directory>\<instance_name>\aw
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 18
For example: patchpbl.exe c:\icm\instance1>\aw
7. Repeat the previous step for each customer instance, making sure that only one patchpbl.exe is running at any time.
8. Restart IIS (by restarting the World Wide Web Publishing service) and restart the Jaguar service.
Defect Number: CSCma28429
Severity: 3
Headline: SR5 on screen Installation Instruction missing <Insatance> in the directory name
Symptom: During the SR5 installation, <instance> is missing from directory names in the WebView “Post Installation” and “Post Uninstallation” parts of the onscreen instruction.
For example,
\ICM\<instance>\aw\custom directory become: \ICM\\aw\custom
Condition: During the SR5 installation. Note that this part of instruction only apply to WebView Reporting.
Workaround: Read the directory name \icm\\aw\custom as \icm\<instance>\aw\custom in Post Installation and Post Uninstallation part of the onscreen instruction.
Defect Number: NA
Severity: NA
Headline: WebView Stops Generating Reports in Localized Language
Symptom: ICM 5.0(0) SR5 installation may cause WebView to stop generating reports in localized languages.
Condition: Occurs on WebView AWs following an ICM 5.0(0) SR5 installation.
Workaround: If this issue occurs, you can correct the problem by regenerating the WebView report template files as follows:
1. On the WebView server, open a command prompt.Change the directory to <icm_root_directory>\<instance_name>\aw\custom.
Cisco ICM 5.0(0) SR5 Release Notes ICM 5.0(0) SR5 Compatibility and Support Specifications 19
2. Enter del /s *.pbl. This will d2. delete all WebView report template files.
3. Enter \icm\bin\patchpbl -root \icm\<instance_name>\aw. This will regenerate new WebView report template files.
4. Repeat steps 1-4 as necessary for each ICM customer instance.
Note: If your company has customized any of WebView’s default report templates, this customization will be lost when you regenerate the report template files. The ICM 5.0(0) SR5 installer automatically creates backup copies of customized report templates that can be restored as necessary from <icm_root_directory>\<instance_name>\aw\custom\<template_group>\_ICM_5_0_0_5_0_0_1..
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Resolved Caveats in ICM 5.0(0) SR5
Resolved Caveats in this Service Release
This section provides a list of significant ICM defects resolved by this service release. It contains these subsections:
Resolved Caveats in ICM 5.0(0) SR3
Resolved Caveats in ICM 5.0(0) SR3
Resolved Caveats in ICM 5.0(0) SR3
Resolved Caveats in ICM 5.0(0) SR2
Resolved Caveats in ICM 5.0(0) SR1
Note: You can view more information on and track individual ICM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/support/bugtools/Bug_root.html
Resolved Caveats in ICM 5.0(0) SR5
This section lists caveats specifically resolved by ICM 5.0(0) SR5. Caveats resolved in earlier service releases (and automatically rolled into this release) are described in later sections.
Index of New Resolved Caveats
Caveats in this section are ordered by ICM component and then severity.
Identifier Severity Component Headline
CSCma23017 3 Alarmtracker Alarm Tracker client displays SS7 NIC alarms as unmapped
CSCma27427 2 Aw Script Editor is extremely slow to enter edit mode & to save.
CSCma26048 2 aw.config.list Dialed Number List - fails to save if 20,000+ DN_Map records exist
CSCma25594 6 ba.dialer.g3 Outbound Option does not recognize colored tones in S. Korea
CSCec42745 2 ba.import The number of records in the Dialing_List is incremented by 10 times
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Identifier Severity Component Headline
CSCma26287 1 cg.ctiserver Cti server crashes intermittently
CSCma26217 2 cg.ctiserver AGENT_STATE_EVENT missing when agent state changes in other media
CSCma26831 2 cg.ctiserver CTIOS agent desktop remains in talking state after web callback.
CSCma27072 3 cg.ctiserver ControlFailure received for answer req after Snapahot req to CTIOS
CSCma27415 3 international CHS Application Instance List does not work
CSCma25213 2 pg.definity ECSPIM Assertion
CSCma26699 2 pg.definity Avaya ACD very loud side tones on agents headsets
CSCma25585 3 pg.definity Agents change of state is not consistent with previous release
CSCma26570 3 pg.definity ACW time not calculated after HF 221 and HF249 loaded
CSCma26690 3 pg.definity
Agent state is changing from NOT_READY to WORK_READY after agent dro
CSCma27066 3 pg.definity ECSPIM crash due to multiple Requests causing C_ABORT
CSCma26080 2 pg.dms100 missing event during conference on a CTI server
CSCec42866 2 pg.eapim More then one agent goes into Not_Ready after one call hits RONA
CSCma26823 2 pg.eapim RONA pegged for outside blind xfer in to agent
CSCma27123 2 pg.eapim PIM doesnt clear PreCall if agent initiates a call from hardphone
CSCma27300 2 pg.eapim OPC sends incorrect agent state to CTI Server for outbound calls
CSCma24614 3 pg.eapim Barge-In counter not properly incremented for default SKG
CSCma25345 3 pg.eapim Arbitrary transfer on hard phone results in agent stuck on hold
CSCma25962 3 pg.eapim CTI Timout warning displayed after Supervisor assist
CSCma26540 3 pg.eapim Redirected connected calls should not be counted as abandoned
CSCma26729 3 pg.eapim IPCC Reverse Transfer call results in call stuck in cleared pending
CSCma27352 3 pg.eapim Upon Abnormal softphone termination agent goes READY before LOGOUT
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Identifier Severity Component Headline
CSCma27451 3 pg.eapim BA Agents stuck in talking state
CSCma27444 2 pg.eapim.jtapiclnt Call Established event rejected causing DtAborts
CSCeb58940 2 pg.eapim.jtapigw CTIOS Loses Call Control For Call Xfered From Unity Pilot Point
CSCma27281, 2 pg.eapim.jtapigw CTI RP observed by both the IPCC PG Side A and B
CSCma27423 2 pg.eapim.jtapigw Consultative Transfer fails to complete
CSCma26446 2 pg.opc Trunk calls not working
CSCma26600, 2 pg.opc Trunk Assignment Incorrect on new G3 call/Invalid trunk Validation
CSCma26630 2 pg.opc Opc asserts on network transfer operation
CSCma26844, 2 pg.opc OPC Asserting on multiple triggers.
CSCma24375 3 pg.opc Calls are blocked in a clear pending status on a transfer
CSCma24600 3 pg.opc UUI not reflected in the Terminaiton Call Detail
CSCma24653 3 pg.opc BargeIn variable not incremented for Supervisor SKG
CSCma25303 3 pg.opc IPCC:INSTRUMENTPORTNUMBER,agent peripheralnumber invalid often
CSCma26428 3 pg.opc TCDs with CD 27 are not counted in the Call Type reports
CSCma26429 3 pg.opc AnswerWaitTime includes calls that have not been answered/handled
CSCma26706 3 pg.opc RedirectNoAnswer Race Condition results in abandon CD 4
CSCma26707 3 pg.opc Some conferences report TCD records with 8 hrs talk time and CD 27.
CSCma27024, 3 pg.opc Call Termination Missing on Outbound Consult Call on Reconnect
CSCma27125 3 pg.opc OPC sends incorrect Agent State Update to CTIServer
CSCma26730 3 pg.spectrumpim Spectrum V8 cannot use more than 6 logout reason codes
CSCma26663 3 pg.vru VRU time being counted as Talk Time in ISN deployments
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Identifier Severity Component Headline
CSCma27058 3 reporting Webview custom templates not properly migrated from 4.6.2 to 5.0
CSCma27049 3 reporting.data.accuracy CallType Node not reporting accurate data
CSCma26653 3 reporting.job.scheduler ICM 5.0 - Edit Scheduled job fails if client IP address changes
CSCma26824 3 reporting.job.scheduler Saving Scheduled Job with numericAlpha name format results in error
CSCma27043 2 reporting.templates.ipcc calltyp24 Template is Broken (coding error).
CSCma25165 3 reporting.templates.legacy Agteam03 - Logout Date/Time sort order incorrect
CSCma25166 3 reporting.templates.legacy Agtper03 - Logout Date/Time sort order incorrect
CSCma25167 3 reporting.templates.legacy Peragt03,Agtskg03 - Logout Date/Time sort order incorrect
CSCma22780 3 reporting.webview.ICM Jaguar NT Service stops when NT user logs off.
CSCma25341 3 reporting.webview.ICM Multiple Real-time reports force WebView server cpu to sustain 100%
CSCma26882 3 reporting.webview.ICM Large fonts on OS or low screen resolution crops graphical reports
CSCma26940 3 reporting.webview.ICM Unable to setup Webview job scheduler
CSCma27346 3 reporting.webview.ICM Queued Now data in AgtSkg20 is on separate line from other data
CSCma23844 1 router AW Update causing dual Router assert
CSCma26307 1 router CICM Router crash
CSCma26372 1 router NAM RTR process cycle on ISN RONA network transfer
CSCma26902, 1 router Dual router failure after Script Update
CSCma27331 1 router Router assertion on a getvalidscheduletarget function call
CSCma25970 2 router Queue To Agent Causes Unexpected Exit
CSCma26997 2 router Router crash when Routerequest tracing and DBlookup in Admin Scripts
CSCma27032 2 router Dual Router crash during script update of admin script w/ wait node
CSCma27091 2 router Router should protect against timeouts in unusual states
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Identifier Severity Component Headline
CSCma26216 3 router CustomerProvidedDigits Option Fails
CSCma26579 3 router RouterErrorCode 274 counted as an error for call that was successful
Detailed list of New Resolved Caveats in This Service Release
Caveats are ordered by defect number
Defect Number: CSCeb58940
Component: pg.eapim.jtapigw
Severity: 2
Headline: CTIOS Loses Call Control For Call Xfered From Unity Pilot Point
Symptom: Agent controls grayed out.
Condition: Call is transferred by Unity voice port to IPCC agent on another cluster. CM 3.2(3) JTAPI 1.3-1.34
Defect Number: CSCec42745
Component: ba.import
Severity: 2
Headline: The number of records in the Dialing_List is incremented by 10 times
Symptom: Query Rule clauses which contain logical OR's on large numbers of contact records (> 100000) cause replications in the Dialing List. This can be observed by performing a select against the dialing list (example: select count(*) from Dialing_List where CampaignID=xxxx and QueryRuleID=xxxx). If there are more records in this select than expected and a logical OR is included in one of the query rules, this could cause the replicated records.
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Condition: Query Rule clauses which contain logical 'OR's when the contact table has a large number of records (> 10000). For example, 'Income<100000 or Incoming>50000'.
Defect Number: CSCec42866
Component: pg.eapim
Severity: 2
Headline: More then one agent goes into Not_Ready after one call hits RONA
Symptom: Agent goes into NOT_READY state after a call goes through the Ring-No-Answer state.
Condition: IPCC Call arrives at agent but call does not appear on the desk top. Agent does not answer the call from the hard phone, and it Ring No Answers to the next agent.
Defect Number: CSCma22780
Component: reporting.webview.ICM
Severity: 3
Headline: Jaguar NT Service stops when NT user logs off.
Symptom: WebView stops working
Condition: When user logs out on AW/WV server console, EAServer stops working. JVM bug covered at http://developer.java.sun.com -> bugs database -> bud id 4323062
Defect Number: CSCma23017
Component: alarmtracker
Severity: 3
Headline: Alarm Tracker client displays SS7 NIC alarms as unmapped
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Symptom: Alarm Tracker client displays SS7 NIC alarms as unmapped objects. This is the case for both SS7 link & linkset alarms.
Condition: Occurs when ICM 4.6.2 SS7 link & linkset alarms are written to the LGMapper database.
Resolution: Upgrade the ICM to version 5.0 Service Release 5 and the Listener, LGMapper server, and Alarm Tracker client to RMS 2.0 Service Release 1 when available."
Defect Number: CSCma23844
Component: router
Severity: 1
Headline: AW Update causing dual Router assert
Symptoms: Update is made from AW. AW is accepted at the Router and propagated out to all connected PG's. When the ""all configuration operations complete"" message appears in the logs both Router.exe processes assert. Exact update made at the AW level is not known. Dumpcfg has been performed but does not clearly show change that was made. Please reference a previous DDTS CSCma22966. This old DDTS was opened for a previous outage.
Condition: Normal operation.
Defect Number: CSCma24375
Component: pg.opc
Severity: 3
Headline: Calls are blocked in a clear pending status on a transfer
Symptom: Calls are displayed in a clear pending status for long time. The situation is not service affecting.
Condition: Using IPCC, running ICM 4.6.2 & 5.0 and performing a transfer scenario. Call Scenario: X1, X2, and X3 are unmonitored devices. A1 is IPCC Agent. X1 calls A1, A1 answers the call (CID1). A1 transfer consults X2, X2 answers the call (CID 2). X2 transfer consults X3, X3 answers the call. X2 completes the transfer to X3. A1 completes the transfer to X3. The call (CID2) becomes active pending cleared call in the OPC stack.
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Defect Number: CSCma24600
Component: pg.opc
Severity: 3
Headline: UUI not reflected in the Terminaiton Call Detail
Symptom: User to User Data (UUI )is not reflected in the Termination call Detail record.
Condition: Central controller is running on ICM 4.1.5 and later versions.
Defect Number: CSCma24614
Component: pg.eapim
Severity: 3
Headline: Barge-In counter not properly incremented for default SKG
Symptom: When a barge in is done, supervisor barge in statistic is not incremented.
Condition: Supervisor barges in on an agent while on a call.
Defect Number: CSCma24653
Component: pg.opc
Severity: 3
Headline: BargeIn variable not incremented for Supervisor SKG
Symptom: Barge In variable for supervisor skill group is not incremented.
Condition: Supervisor barges in on a call.
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Defect Number: CSCma25165
Component: reporting.templates.legacy
Severity: 3
Headline: Agteam03 - Logout Date/Time sort order incorrect
Symptom: Webview report Agteam03 does not sort by ""Logout Date Time"" within the data for one agent
Condition: Running Webview Agteam03 report which spans login sessions for one or more agents
Defect Number: CSCma25166
Component: reporting.templates.legacy
Severity: 3
Headline: Agtper03 - Logout Date/Time sort order incorrect
Symptom: Webview report Agtper03 does not sort by ""Logout Date Time"" within the data for one agent
Condition: Running Webview Agtper03 report which spans login sessions for one or more agents
Defect Number: CSCma25167
Component: reporting.templates.legacy
Severity: 3
Headline: "Peragt03,Agtskg03 - Logout Date/Time sort order incorrect"
Symptom: Webview report Peragt03 does not sort by ""Logout Date Time"" within the data for one agent
Condition: Running Webview Peragt03 report which spans login sessions for one or more agents
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Defect Number: CSCma25213
Component: pg.definity
Severity: 2
Headline: ECSPIM Assertion
Symptom: Ecspim assertion
Condition: Some agents in ICM 4.6.2 & 5.0 have multiple AgentIDs. An agent may login with one id, logout and then log into the same extension with another AgentID.
Defect Number: CSCma25303
Component: pg.opc
Severity: 3
Headline: "IPCC:INSTRUMENTPORTNUMBER,agent peripheralnumber invalid often"
Symptom: a) TCD records are lacking content. AgentPeriphNumber is empty for some records. b) InstrumentPortNumber is empty or contains a bogus number sometimes.
Condition: Call flows that are transfered into their IPCC Queue from non-monitored IPPHONE (no agent logged in) will cause this. Outbound Calls from Agent IPPHONEs will cause this.
Defect Number: CSCma25341
Component: reporting.webview.ICM
Severity: 3
Headline: Multiple Real-time reports force WebView server cpu to sustain 100%
Symptom: WebView response is very slow. Looking at the Task Manager on the WebView server, the Inetinfo process consumes most of the WebView server's cpu.
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Condition: Multiple Users running realtime reports may cause the WebView Server's cpu to become bound at 100%. The memory allocated to the Java Virtual Machine by New Atlanta ServletExec is too low.
Defect Number: CSCma25345
Component: pg.eapim
Severity: 3
Headline: Arbitrary transfer on hard phone results in agent stuck on hold
Symptom: Agent stuck in held state.
Condition: ICM 4.6.2 - CM 3.2(2c) Agent uses hard phone for call control, and does not use transfer control to initiate first step of transfer. X1 - customer A1, A2 - Agents X1 calls A1; A1 answers; A1 puts call on hold A1 calls A2; A2 answers A1 transfers the call.
Defect Number: CSCma25585
Component: pg.definity
Severity: 3
Headline: Agents change of state is not consistent with previous release
Symptom: Agent state transitioning from WorkReady to NotReady and back to WorkReady.
Condition: ICM 4.6.2. Definity PG.
Defect Number: CSCma25594
Component: ba.dialer.g3
Severity: 6
Headline: Outbound Option does not recognize colored tones in S. Korea
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Symptom: Outbound Option does not recognize colored tones, provided by the telephony network, in South Korea.
Condition: This defect exists in ICM Dialer 5.0 using Dialogic telephony boards in South Korea.
Defect Number: CSCma25962
Component: pg.eapim
Severity: 3
Headline: CTI Timout warning displayed after Supervisor assist
Symptom: CTI Warning message indicating a timeout has occurred is displayed after a supervisor assist.
Condition: After initiating a supervisor assist or an emergency assist, the agents desktop may receieve a CTI Warning indicating that a timeout has occurred.
Defect Number: CSCma25970
Component: router
Severity: 2
Headline: Queue To Agent Causes Unexpected Exit
Symptom: routing calls via Queue to Agent may cause Router restart.
Condition: Queuing calls for agents via Queue to Agent node with ""consider if"" may cause Router restart.
Defect Number: CSCma26048
Component: aw.config.list
Severity: 2
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Headline: "Dialed Number List - fails to save if 20,000+ DN_Map records exist"
Symptom: Dialed Number List tool gives an error that no messages have been received from AW for 120 seconds when trying to save a change made on the Dialed Number Mapping tab (called the Call Type Mapping tab in 4.6.2).
Condition: A large number of Dialed_Number and Dialed_Number_Map entries exist.
Defect Number: CSCma26080
Component: pg.dms100
Severity: 2
Headline: missing event during conference on a CTI server
Symptom: In the following call scenario using CTI Client applications, Agent A - Answers an in-bound call. Agent A - Consults to an ACD Group X. Agnet B - Belongs to ACD Group X answers the call. Agent B - Conferences, All three parties will be in conference. Agent A - Drops from the conference. Once the Agent-A drops from the conference, the CALL_CONNECTION_CLEARED event is not sent to the Agent-A's CTI application.
Condition: ICM v4.6 SP2, DMS100 PG, CTI Server, 3rd pty Application connecting to CTI server. CompuCALL at SCAI11.
Defect Number: CSCma26216
Component: router
Severity: 3
Headline: CustomerProvidedDigits Option Fails
Symptom: When the Gateway node is configured to receive "CustomerProvidedDigits", the ICM script fails to pick-up ECCs being sent by GatewayHost, while the standard Call Variables function fine.
Condition: ICM 4.6(2)
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Defect Number: CSCma26217
Component: cg.ctiserver
Severity: 2
Headline: AGENT_STATE_EVENT missing when agent state changes in other media
Symptom: AGENT_STATE_EVENT (with relevant Agent Availability Status) not received in voice when multi media agent changes state in another media.
Condition: In ICM 5.0, Agent is belongs to voice and Collab skillgroups. Agent is READY in voice and not on task in Collab. AgentAvailabilityStatus (AAS) is 1 (meaning ICM AVAILABLE). Agent receives a SingleSessionChat task in the Collab (CCS) domain.
Defect Number: CSCma26287
Component: cg.ctiserver
Severity: 1
Headline: Cti server crashes intermittently
Symptom: Cti Server restart intermittently
Condition: CCM 3.2(2c) SP H ICM 4.6.2,0,0,08799 HF's RGRA 28,29,49,52,55,60,69,136,137,140 RGRB 28,49,52,55,60,69,136,137,140 PG1A 21,27,54,57,68,72,79,85,88, 146 PG1B 21,27,54,57,68,72,79,85,88, 146 CRA 3.0.3(a) SP B Unity 3.1.5 CAD 4.4.1(12) SQL 7.0 SP 3
Defect Number: CSCma26307
Component: router
Severity: 1
Headline: CICM Router crash
Symptom: Duplexed CICM Router crash.
Condition: This happens when agent team supervisors configured for teams on PGs that
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don't support rev 1.12.
Defect Number: CSCma26372
Component: router
Severity: 1
Headline: NAM RTR process cycle on ISN RONA network transfer
Symptom: 1)Calling to DN Call is queueing because no agents available. 2) Agent comes available and receives call. 3) Agent didn't answer and RONA triggers and tranfers call to another agent. 4) Agent 1 receives and answers During transfer NAM routers cycle
Condition: Additional Information: ICM Hotfixies installed up to 145 & ISN hotfixes installed up to 3.
Defect Number: CSCma26428
Component: pg.opc
Severity: 3
Headline: TCDs with CD 27 are not counted in the Call Type reports
Symptom: Calls resulting with CallDisposition 27 cause CallsOfferedToHalf counts not to balance in Call_Type_Half_Hour. To help in balancing CallsOfferedToHalf, CD 27 calls should be counted against ErrorCountToHalf in CTHH.
Condition: ICM 4.6.2, HF's though 131
Defect Number: CSCma26429
Component: pg.opc
Severity: 3
Headline: AnswerWaitTime includes calls that have not been answered/handled
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Symptom: AnswerWaitTimeToHalf in Call_Type_Half_Hour includes time for calls that were not answered, and thus were not handled.
Condition: ICM 4.6.2, HF's through 131
Defect Number: CSCma26446
Component: pg.opc
Severity: 2
Headline: Trunk calls not working
Symptom: When an Agent answers the inbound call, after ANSWER_CALL_CONF , END_CALL_EVENT comes.
Condition: 1.Agent1 makes a trunk call. 2.Agent2 recieves the call. 3.Agent2 answers the call. 4.After ANSWER_CALL_CONF , END_CALL_EVENT comes for Agent2. Agent1 and Agent2 are in talking state but actually Agent2 is not handling that call.
Defect Number: CSCma26540
Component: pg.eapim
Severity: 3
Headline: Redirected connected calls should not be counted as abandoned
Symptom: When a call is answered just before it is redirected, it will be counted as abandon.
Condition: Call waits for the Ring No Answer threshold to complete before answering the call. The call is redirected in the same second it was answered.
Defect Number: CSCma26570
Component: pg.definity
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Severity: 3
Headline: ACW time not calculated after HF 221 and HF249 loaded
Symptom: ACW time is not calculated accurately in the TCD records of the ACW time is longer than 6 seconds. When agent terminates the call and if ACW is 6 seconds or less, then the TCD records appear to be accurate.
Condition: ICM 4.6.2
Defect Number: CSCma26579
Component: router
Severity: 3
Headline: RouterErrorCode 274 counted as an error for call that was successful
Symptom: RCD records written with RouterErrorCode 274 are counted as an error in CallType reports even if the calls was successfully routed.
Condition: ICM 4.6.2 and 5.0 in scripts using Translation routes to VRU.
Defect Number: CSCma26600
Component: pg.opc
Severity: 2
Headline: Trunk Assignment Incorrect on new G3 call/Invalid trunk Validation
Symptom: Invalid trunk assignment on an inbound call causes call termination
Condition: ICM 5.0 SR3 Definity ver 11 software ver: R011r. 02.0.110.4 CVASAI : Avaya CallVisor PC ASAI MAPD 8.2.1 CVLANSvr : 8.2.1 The IVR ports are digital ports. The IVR is Type2 IVR
Defect Number: CSCma26630
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Component: pg.opc
Severity: 2
Headline: Opc asserts on network transfer operation
Symptom: OPC is asserting during a network take back and transfer when the consult call has already been cleared. Null pointer exception is the root cause.
Condition: Observed in ICM 4.6.2.
Defect Number: CSCma26653
Component: reporting.job.scheduler
Severity: 3
Headline: ICM 5.0 - Edit Scheduled job fails if client IP address changes
Symptom: Following message on WebView Job Scheduler appears when editing or deleting a job. ""Failed to update changes. Access denied!""
Condition: ICM 5.0 Webview Job Scheduler Editing/Deleting scheduled job when IP address changes on the PC that the scheduled job that was created.
Defect Number: CSCma26663
Component: pg.vru
Severity: 3
Headline: VRU time being counted as Talk Time in ISN deployments
Symptom: Time spent at a second VRU is counted as agent Talk Time, which it clearly isn't.
Condition: This happens in ISN ""comprehensive mode"" deployments, or any deployment where one VRU transfers the call to a second VRU for VRU script services.
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Defect Number: CSCma26690
Component: pg.definity
Severity: 3
Headline: Agent state is changing from NOT_READY to WORK_READY after agent dro
Symptom: Agent state changes from Not_Ready to Work_Ready after agent drops the call.
Condition: Definity PG
Defect Number: CSCma26699
Component: pg.definity
Severity: 2
Headline: Avaya ACD very loud side tones on agents headsets
Symptom: Very loud DTMF tones on agent headsets when using Avaya and CTI Softphone.
Condition: ICM 4.6.2
Defect Number: CSCma26706
Component: pg.opc
Severity: 3
Headline: RedirectNoAnswer Race Condition results in abandon CD 4
Symptom: Redirect no answer call also counted as abandoned.
Condition: IPCC Agent answers a call at the same time it is redirected.
Defect Number: CSCma26707
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Component: pg.opc
Severity: 3
Headline: Some conferences report TCD records with 8 hrs talk time and CD 27.
Symptom: Termination_Call_Detail records seen with PeripheralCallType 15 and TalkTime > 28,800 seconds (8 hours).
Condition: IPCC - ICM 4.6.2 with hot fix 117, CM 3.2.3 Agent 1 receives routed call (call 1) Agent 1 holds call 1 Agent 1 makes call to Agent 2 (i.e. not a pure consult) Agent 1 holds call 2 and retrieves call 1 Agent 1 completes conference This is all done from the hard phone because agent desk top would prevent this. Note the following error in JTAPI GW log is not an indication of an error, but is a symptom of the condition under which this issue occurs. ""Get secondaryConnection in a reverse order ""
Defect Number: CSCma26729
Component: pg.eapim
Severity: 3
Headline: IPCC Reverse Transfer call results in call stuck in cleared pending
Symptom: PendingClearedCallList in OPCtest shows calls that are in pending cleared state for a very long time, at least longer than 7200 seconds.
Condition: IPCC - CM 3.2(3), ICM 4.6.2, Agent initiates a reverse transfer Customer call is routed to agent A1 A1 consults A2 A1 holds call 2, and retrieves call 1 A1 completes transfer from the hard phone.
Defect Number: CSCma26730
Component: pg.spectrumpim
Severity: 3
Headline: Spectrum V8 cannot use more than 6 logout reason codes
Symptom: Agent receives Generic Operation Rejection error.
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Condition: ICM version 4.6(2), CTIOS Version 4.7 & Spectrum ACD version 8.0.0 When an Agent tries to Logout from Desktop Phones with Reason code > 6.
Defect Number: CSCma26823
Component: pg.eapim
Severity: 2
Headline: RONA pegged for outside blind xfer in to agent
Symptom: If an unmonitored device transfers a call to an agent from another unmonitored device the call will incorrectly increment the agents skill group RedirectNoAnswer call counts.
Condition: When a call is tranbsferred in from a non-monitored controller.
Defect Number: CSCma26824
Component: reporting.job.scheduler
Severity: 3
Headline: Saving Scheduled Job with numericAlpha name format results in error
Symptom: Error: ""Only alphanumeric characters are allowed for File Name field""
Condition: ICM 5.0 SR3. Webview Job Scheduler Saving a Scheduled Job with a name that includes Numeric characters, followed by Alpha characters.
Defect Number: CSCma26831
Component: cg.ctiserver
Severity: 2
Headline: CTIOS agent desktop remains in talking state after web callback.
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Symptom: When running Cisco ICM 5.0 Web Callback to an agent running CTIOS agent desktop 5.1.0 the agent may remain in a talking state after the call completes.
Condition: The CTIOS agent remains in a talking state for the same amount of time as the wrap-up timer within agent desk settings.
Defect Number: CSCma26844
Component: pg.opc
Severity: 2
Headline: OPC Asserting on multiple triggers.
Symptom: A third party request to PIM results in an assertion in the OPC due to a UniversalFailConf event coming from the PIM.
Condition: ICM 5.0 SR3 Avaya PG.
Defect Number: CSCma26882
Component: reporting.webview.ICM
Severity: 3
Headline: Large fonts on OS or low screen resolution crops graphical reports
Symptom: Graphical reports get clipped in the browser.
Condition: Large font size on the client (browser) OS and/or very low screen resolution on the client (browser) machine.
Defect Number: CSCma26902
Component: router
Severity: 1
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Headline: Dual router failure after Script Update
Symptom: The routers restarted the (VRU) script is edited and saved during execution while it is in a wait state for a response from the VRU.
Condition: ICM 4.6.2 and later versions.
Defect Number: CSCma26940
Component: reporting.webview.ICM
Severity: 3
Headline: Unable to setup Webview job scheduler
Symptom: Unable to schedule job on some systems. No jobs are displayed on the ""List of Jobs Scheduled"" page. On other systems job can be scheduled.
Condition: This may occur if the client machine (on which the job is to be scheduled) is in different subnet than server machine, and the communication between client and server happens through a proxy server.
Defect Number: CSCma26997
Component: router
Severity: 2
Headline: Router crash when Routerequest tracing and DBlookup in Admin Scripts
Symptom: Router processes on both sides assert and create identical drwtsn32.log logs.
Conditions: Admin Script scheduled which contains a DBlookup node and RouteRequests tracing is turned on.
Defect Number: CSCma27024
Component: pg.opc
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Severity: 3
Headline: Call Termination Missing on Outbound Consult Call on Reconnect
Symptom: Call Termination missing for Outbound Call on CSTAReconnect request
Condition: CSTAReconnect Request from CTIOS client
Defect Number: CSCma27032
Component: router
Severity: 2
Headline: Dual Router crash during script update of admin script w/ wait node
Symptom: Router crash after updating ICM admin script that contains a wait node.
Condition: ICM 4.6.2 Wait node referenced in the admin script. Retain Script Version is set to 1 Update this script at the exact time while the Admin Script is executing the wait node, and router will crash.
Defect Number: CSCma27043
Component: reporting.templates.ipcc
Severity: 2
Headline: calltyp24 Template is Broken (coding error).
Symptom: Call Type real time report is broken. It can not run in Webview II
Condition: Normal operation
Defect Number: CSCma27049
Component: reporting.data.accuracy
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Severity: 3
Headline: CallType Node not reporting accurate data
Symptom: Call Type real time report doesn't show the call types that are not associated with a Master Script in WebView II
Condition: Normal operation
Defect Number: CSCma27058
Component: reporting
Severity: 3
Headline: Webview custom templates not properly migrated from 4.6.2 to 5.0
Symptom: Some custom templates fail to produce data after migration from ICM 4.6.2 to 5.0
Condition: After system is upgraded from 4.6.2 to 5.0
Defect Number: CSCma27066
Component: pg.definity
Severity: 3
Headline: ECSPIM crash due to multiple Requests causing C_ABORT
Symptom: ECSPIM asserts while processing C_ABORT message from the switch.
Condition: ICM 5.0 Service Release 3. Definity PG ( CMS Less ).
Defect Number: CSCma27072
Component: cg.ctiserver
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Severity: 3
Headline: ControlFailure received for answer req after Snapahot req to CTIOS
Symptom: Answer failed after snapshot request.
Condition: ICM 5.0 SR3
Defect Number: CSCma27091
Component: router
Severity: 2
Headline: Router should protect against timeouts in unusual states
Symptom: A memory handling exception occurred while handing a timeout message on a call while the ICM was in a re-query state. The exception impacted the execution of the ICM resulting in a failure.
Condition: The exact call scenario that leads to the exception is unknown.
Defect Number: CSCma27123
Component: pg.eapim
Severity: 2
Headline: PIM doesnt clear PreCall if agent initiates a call from hardphone
Symptom: Agent intiated calls from hard phone while in the ready state can result in calls being reported as 2 aborts instead of 1.
Condition: If after the router has sent a pre-call but before the call arrives at the agent phone the agent picks up the hard phone and initiates a call the pre-call is never cleared. Also, if after a pre-call is received and the agent is reserved they pick up the phone the pre-call isn't cleared either. The call will be either lost or redirected (depending upon the call manager) but all subsequent pre-calls will get rejected by the PIM until the pre-call get's cleared.
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Defect Number: CSCma27125
Component: pg.opc
Severity: 3
Headline: OPC sends incorrect Agent State Update to CTIServer
Symptom: OPC sends incorrect overall agent state update to the CTI Server
Condition: Call arrived at secondary group for the agent on the ACD
Defect Number: CSCma27281
Component: pg.eapim.jtapigw
Severity: 2
Headline: CTI RP observed by both the IPCC PG Side A and B
Symptom: CTI Route Point is registered with both the IPCC PG Sides.
Condition: CTI Manager looses connectivity with other Call managers in the cluster.
Defect Number: CSCma27300
Component: pg.eapim
Severity: 2
Headline: OPC sends incorrect agent state to CTI Server for outbound calls
Symptom: When a personal callback customer hangs-up the phone the agent gets stuck in ""cleared call"" with a state of ""Talking"". Basically, the agent can't go ready.
Condition: This defect exists in ICM Outbound Option 5.0 through 5 SR4 when using personal callback calls.
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Defect Number: CSCma27331
Component: router
Severity: 1
Headline: Router assertion on a getvalidscheduletarget function call
Symptom: Router asserted while executing the script which contains Schedule Select Node with no targets.
Condition: Standard ICM install
Defect Number: CSCma27346
Component: reporting.webview.ICM
Severity: 3
Headline: Queued Now data in AgtSkg20 is on separate line from other data
Symptom: The Queued Now column in the AgtSkg20 report shows on the line above all the other agent data. This data should appear on the same line as the other data.
Condition: Standard ICM install
Defect Number: CSCma27352
Component: pg.eapim
Severity: 3
Headline: Upon Abnormal softphone termination agent goes READY before LOGOUT
Symptom: If the agent abnormally disconnects (Kills their softphone) when on a call the PIM incorrectly transitions the agent to AS_AVAILABLE before AS_LOGOUT. This can cause a call to be routed to the agent while the phone is still busy with the physical call causing a BUSY to the network.
Condition: The Agent softphone terminates abnormally not allowing the agent to log out properly.
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Defect Number: CSCma27415
Component: international
Severity: 3
Headline: CHS Application Instance List does not work
Symptom: When running Application Instance List on Chinese system, it gave an error saying ""this operation does not support"".
Condition: The problem happens only when the user selects ""Chinese"" language when installing ICM5.0 Service Release 3 or 4.
Defect Number: CSCma27423
Component: pg.eapim.jtapigw
Severity: 2
Headline: Consultative Transfer fails to complete
Symptom: AgentA unable to complete consultative transfer to AgentB with softphone
Condition: -> Caller routed to AgentA - xtension 2226 -> AgentA performs consultative transfer to Route Point/DN 7817 (agent hears ring tone) -> Call is translation routed to IVR/Route Point 8044 -> Route Select to 8044 -> Call received at CTI Port 7915 -> Call is transferred from IVR to AgentB xtension 2277 -> AgentA and AgentB connected. AgentA unable to complete 2nd leg of consult and must disconnect call.
Defect Number: CSCma27427
Component: aw
Severity: 2
Headline: Script Editor is extremely slow to enter edit mode & to save.
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Symptom: When trying to enter edit mode of a script or when trying to save changes to a script it takes approx. 2 mins. When saving a script you recieve the following error. ""Cisco\z_test_art was successfully saved. However, the changes have not yet been propagated to the distributor. Changes to this script may not be visible after a reload. Please close and restart Script Editor if this occurs.
Condition: ICM 5.0 SR3 Customer upgrade.
Defect Number: CSCma27444
Component: pg.eapim.jtapiclnt
Severity: 2
Headline: Call Established event rejected causing DtAborts
Symptom: Agent going NOT READY when agent is talking. Pre route indicator abort pushing agent to NOT READY while agent is talking. Call is marked as CD 1 even though it was handled by agent.
Condition: CallManager 3.1 or 3.2 JTAPI Client 1.2 or 1.3 Agent getting call routed back (a transferred call from agent to IP IVR to agent) and PIM ignoring call established event as following:
17:39:44 pg5A-pim1 Trace: EstablishedEvent: CallID=67421162
ConnDevID=33225/0 AnsDevID=33225/0 CallingDev=33450/0
CalledDev=33225/0 LastRedDev=/0 LocalConn=3 Cause=-1OrgTrk=-1
OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1 DevTgDevStr=33225
17:39:44 pg5A-pim1 Trace: RecvEstablished couldn't assign CID: 67421162 to idle line. DevTgDevStr: 33225
Defect Number: CSCma27451
Component: pg.eapim
Severity: 3
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Headline: BA Agents stuck in talking state
Symptom: After a customer hangs up the agent is unable to set themselves back into the READY state.
Condition: This defect exists in ICM Blended Agent 5.0 - 5.0(SR3) with Siebel integration.
Resolved Caveats in ICM 5.0(0) SR4
This section contains a list of significant defects resolved in ICM 5.0.(0) SR4. These fixes are automatically rolled into each subsequent ICM 5.0.(0) service release.
Index of Resolved Caveats in ICM 5.0(0) SR4.
Caveats are ordered by severity and then ICM component.
Identifier Severity Component Headline
CSCma26030 2 aw CICM Monitor not available
CSCma25652 2 aw.conapi Conapi overwrites agent Enterprise Name
CSCeb57598 2 aw.config.ba Deleting an import rule from GUI did not delete the entry from SQL
CSCma26361 2 ba.dialer Dialer MAC address scheme modified for multiple ICMs on 1 cluster
CSCec54778 2 ba.dialer Dialer port is not registering to the Active CM
CSCma25594 6 ba.dialer.g3 Outbound Option does not recognize colored tones in S. Korea
CSCma25731 2 ba.dialer.ipcc BA Dialer crashes when Network cable is unplugged
CSCma26064 2 ba.dialer.ipcc Dialer port locking up when ON HOOK event received while dialing
CSCma25622 3 ba.import BA reports contain the wrong time if GMT is greater than 0
CSCma25415 3 documentation Webview on-line help calltyp21, 22 balancing algorithm is wrong
CSCma25466 3 documentation WebView on-line help - OverflowOut -updated due to CSCma22914
CSCma26560 3 documentation ICM Schema Help DDTS Cases Resolved in ICM 5.0(0)
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Identifier Severity Component Headline
SR4
CSCma24855 3 inetscripted Internet Script Editor Logs High Volumes of Event Viewer Errors
CSCma25734 3 international JPN: Change Date/Time works incorrectly in Event Viewer
CSCma25304 3 localization Report templates require localization in CHS and KOR
CSCma24656 2 nic.crsp CRSP NIC backward compatibility issue in handling CallProgressReport
CSCma26223 3 pg.definity CTIOS Agent goes to talking state when blind transfer to Definity
CSCma26745 2 pg.eapim CTIOS desktop stuck in hold after agent sends call to another agent
CSCma26224 3 pg.eapim Auto answer disabled when agent in Not_Ready state
CSCma25345 3 pg.eapim Arbitrary transfer on hard phone results in agent stuck on hold
CSCma25715 3 pg.eapim.jtapicli jtapi fails multiple times during startup
CSCma26471 2 pg.eapim.jtapigw Agent Fails to go Into WrapUp State
CSCec14316 2 pg.eapim.jtapigw Multiple agents stays in NOT READY state during load run
CSCec21820 2 pg.eapim.jtapigw Jtapi Connection missing after Consult Conference
CSCeb58940 2 pg.eapim.jtapigw CTIOS Loses Call Control For Call Xfered From Unity Pilot Point
CSCma25527 2 pg.mis Route Requests are timing out in the MIS process
CSCma25763 3 reporting ICM 5.0 - Favorites Menu get java.util.NoSuchEleme.... error
CSCma25888 3 reporting.data.accuracy
European reports display the wrong date/time format
CSCma25822 2 reporting.job.scheduler
Job Scheduler Edit Mode Crashes
CSCma25935 3 reporting.job.scheduler
ICM 5.0: Webview - some atttributes not printed via job scheduler
CSCma26889 3 reporting.templates.legacy
Entskg08 no longer has half hour data for base Enterprise SG
CSCma25737 3 reporting.webview.ICM
Bad chars for French accentuated words when drilling down in service
CSCma25939 3 reporting.webview.ICM
JPN: Clicking Logout in WV shows two IE script errors
CSCma25819 3 reporting.webview.I ICM 5.0 - Webview Initial Job Sched Browser Download
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Identifier Severity Component Headline
CM Fails
CSCma22959 3 reporting.webview.ICM
drill down does not work with persvc27 into routes01
CSCma25795 3 reporting.webview.ICM
Empty Agents Real Time reports
CSCma26678 3 reporting.webview.ICM
Exporting EventViewer Data to HTMLTable format exports junk chars
CSCma26679 3 reporting.webview.ICM
EventViewer Opens with wrong dates for langs with DDMMYY format
CSCma26681 3 reporting.webview.ICM
Date and Month gets reversed for EV date change page for DDMMYY plat
CSCma26683 3 reporting.webview.ICM
Saved historical reports - reverses dates-months on DDMMYY platform
CSCma26684 3 reporting.webview.ICM
Saved historical reports - do not include data for last date
CSCma26444 1 router AdminScriptScheduleMap has code that might crash both side routers
CSCma25670 2 router Service Level calculations for calltypes are sometimes incorrect
CSCma25668 2 router Router process asserts if Distribute By in TR to VRU node is 0
CSCma25887 2 router Router Unexpectedly Exits During Call Type Manager Config Changes
CSCma26965 2 router Admin script with wait nodes do not work.
CSCma26538 3 router Call_Type CallsOffered unbalanced when Release script node used
CSCma26672 3 router TCDs with CD 10 not counted in call type reports
CSCma26563 4 router Call Abandoned In Wait Node Not Counted In Call Type Half Hour
Detailed list of Resolved Caveats in ICM 5.0(0) SR4
Caveats are ordered by severity and then ICM component.
Defect Number: CSCma26444
Component: router
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Severity: 1
Headline: AdminScriptScheduleMap has code that might crash both side routers
Symptom: Both routers get the following error: 14:00:00 ra-rtr Fail: Unable to convert system time. Last API Error [87]: The parameter is incorrect. Router processes on both sides assert and create identical drwtsn32.log logs.
Condition: Normal
Defect Number: CSCma26030
Component: aw
Severity: 2
Headline: CICM Monitor not available
Symptom: After installing ICM 5.0 on AW and going to launch CICM Monitor there is there is a shortcut but there is no 'exe' file.
Condition: ICM 5.0 ICM Hosted Edition system.
Defect Number: CSCma25652
Component: aw.conapi
Severity: 2
Headline: Conapi overwrites agent Enterprise Name
Symptom: EnterpriseName of Agents modified by the Cisco Web Collaboration Option and Cisco Email Option will be overwritten with the default EnterpriseName. The modification should not change the EnterpriseName if it has been changed using the ICM Configuration Manager.
Condition: All.
Defect Number: CSCeb57598
Component: aw.config.ba
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Severity: 2
Headline: Deleting an import rule from GUI did not delete the entry from SQL
Symptom: A delete of an import rule only deleted the entry on the GUI and did not completely delete that entry on the SQL table.
Condition: Delete an import rule from the GUI. Perform a new retrieve and check to see that import rule is deleted. Check the SQL table ""Import_Rule"", the deleted entries of import rule were still showing up in that table.
Defect Number: CSCma26361
Component: ba.dialer
Severity: 2
Headline: Dialer MAC address scheme modified for multiple ICMs on 1 cluster
Symptom: For certain deployments, Blended Agent (Outbound Option) can be used on multiple ICM instances or CICMs. These CICM/ICM instances can point to the same Call Manager cluster. The current scheme for Dialer port MAC address generation is as follows: SEPDA005000F001 ^ ^ | | DialerID Port # There is a 4 digit ICM Dialer ID and a 3 digit port number. This will cause a problem for the scenario described above since DialerID's are not unique across ICM instances.
Condition: Outbound option Dialer in a deployment where multiple ICM's/CICMs are connected to a single Call Manager cluster.
Defect Number: CSCec54778
Component: ba.dialer
Severity: 2
Headline: Dialer port is not registering to the Active CM
Symptom: Dialer ports register to a CallManager node which is not the highest priority in the CallManager group. For example, if a Dialer port belongs to a device pool D which is in CallManager group G, and the Call Manager group has the following CallManager subscribers listed in order of priority: CCM1, CCM2; occasionally the Dialer will register to CCM2 instead of CCM1.
Condition: ICM Outbound Option 5.0.
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Defect Number: CSCma25731
Component: ba.dialer.ipcc
Severity: 2
Headline: BA Dialer crashes when Network cable is unplugged
Symptom: ICM Outbound Option Dialer crashes. Dialer Service is running, however no Dialer window on machine.
Condition: Network cable is removed from the dialer computer.
Defect Number: CSCma26064
Component: ba.dialer.ipcc
Severity: 2
Headline: Dialer port locking up when ON HOOK event received while dialing
Symptom: Outbound Option dialer ports getting stuck when on hook event received while in the ringing phase.
Condition: ICM 5.0 SR1, CM 3.3.2 ES 37
Defect Number: CSCma24656
Component: nic.crsp
Severity: 2
Headline: CRSP NIC backward compatibility issue in handling CallProgressReport
Symptom: Calls disconnected are not properly treated. The system is expecting a protocol 2 message and is getting a protocol 1 instead.
Condition: Using CRSP Protocol version 1 and ICM Release 4.5 and higher.
Defect Number: CSCma26745
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Component: pg.eapim
Severity: 2
Headline: CTIOS desktop stuck in hold after agent sends call to another agent
Symptom: Intermittently, when an agent transfers a call to another agent, the CTIOS desktop of the agent initiating the transfer will get stuck in a HOLD state. The agent must close the CTIOS Desktop in order to get control of the desktop again.
Condition: ICM 4.6(2) HF 132 5.0, 5.0 SR 1,2 & 3. CallManager 3.3(2) ES 28.1
Defect Number: CSCma26471
Component: pg.eapim.jtapigw
Severity: 2
Headline: Agent Fails to go Into WrapUp State
Symptom: Agent fails to go into WrapUp State when the BA performs an outbound call, and when the Agent executes an outbound call.
Condition: Under certain call conditions the Agent Fails to go into WrapUp State. Site is running 2 3660 voice gateways using h323. Following are two examples when the Agent Fails to go into WrapUp: Example 1 • Agent Log-in (extension 1000, an internal IP-Phone). • The Agent makes an outbound call to any other external target ; the call is answered; The Agent releases the call (or recipient closes the call). ; The Agent phone-bar goes directly in the Ready State without showing the WrapUpStrings.
Example 2 (Using Cisco Outbound option) ; Agent Log-in (extension 1000, an internal IP-Phone).; The OutBound Dialer reserve the Agent and then connect the Agent to the external dialed number. ; The Agent release the call (or the customer close the call). The Agent phone-bar goes directly in the Ready State without showing the WrapUpStrings .
Defect Number: CSCeb58940
Component: pg.eapim.jtapigw
Severity: 2
Headline: CTIOS Loses Call Control For Call Xfered From Unity Pilot Point
Symptom: Agent controls grayed out.
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Condition: Call is transferred by Unity voice port to IPCC Enterprise agent on another cluster. CM 3.2(3) JTAPI 1.3-1.34
Defect Number: CSCec21820
Component: pg.eapim.jtapigw
Severity: 2
Headline: Jtapi Connection missing after Consult Conference
Symptom: An IPCC Enterprise agent cannot answer a call causing the call to RONA and the agent to be placed in Not Ready mode.
Condition: When the agent tries to answer the call, JTAPI sets the calling connection to null during the reception of the CalCTIConnEstablishedEv message.
Defect Number: CSCec14316
Component: pg.eapim.jtapigw
Severity: 2
Headline: Multiple agents stays in NOT READY state during load run
Symptom: Under load, IPCC agents transition to Not Ready state when receiving calls.
Condition: IPCC Enterprise 4.6.2 SR1 or IPCC Enterprise 5.0 SR 3.
Defect Number: CSCma25527
Component: pg.mis
Severity: 2
Headline: Route Requests are timing out in the MIS process
Symptom: This problem occurs with the MIS process from ICM version 4.6.2. The ACD PG is connected to a Symposium version 4.2 using Periphonics VRUs. The VRU delivers the call to MIS which in turn tries to marry the vrucallid and cticallid. This marriage is not successful due to the cticallid being 0. The VRU than does a route request DN 0 which requests information from CTI. Since the callids are not married together the route request times out after 10 seconds of no response.
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Condition: ICM version 4.6.2 with Symposium version 4.2 using Periphonics VRU's
Defect Number: CSCma25822
Component: reporting.job.scheduler
Severity: 2
Headline: Job Scheduler Edit Mode Crashes
Symptom: Job Scheduler Edit Mode Crashes.
Condition: When trying to edit a scheduled job in job scheduler, a java script error is encountered forcing IE 5.5 SP2 to have to be restarted. The error occurs on IE 6.0 when trying to edit but it says error on page on status bar bottom left hand corner and it does not force a restart of IE.
Defect Number: CSCma26965
Component: router
Severity: 2
Headline: Admin script with wait nodes do not work.
Symptom: The routers restarts when the Scheduled Admin Script has a Wait node in it.
Condition: ICM 4.6.2 hf 152 and later versions and 5.0 prior to SR 4.
Defect Number: CSCma25668
Component: router
Severity: 2
Headline: Router process asserts if Distribute By in TR to VRU node is 0
Symptom: Router crash with DrWatson entry if ""Distribute By"" formula in TR to VRU node returns 0
Condition: 21:32:15 ra-rtr Router Release 5.0 service pack 0 , Build 09744. Translation route to VRU, ""Distribute By"" formula returns 0
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Defect Number: CSCma25887
Component: router
Severity: 2
Headline: Router Unexpectedly Exits During Call Type Manager Config Changes
Symptom: There are two symptoms: 1. Both routers unexpectedly exit. 2. Call Type Manager, or any other item in Script Editor that uses dialed numbers, does not show all of the dialed numbers.
Condition: This can occur on Cisco ICM 4.6 and higher on systems with thousands of dialed numbers that have default labels. For Symptom 1: On a system that has thousands of dialed numbers with default labels, opening Call Type Manager, the Call Type Associations dialog, or the properties of a Dialed Number node in regular Script Editor may cause the routers to unexpectedly exit. For Symptom 2:n a system that has thousands of dialed numbers with default labels, those dialed numbers that have default labels associated with them might not show.
Defect Number: CSCma25670
Component: router
Severity: 2
Headline: Service Level calculations for calltypes are sometimes incorrect
Symptom: Calltype service level calculations are sometimes under counting calls handled.
Condition: ICM 5.0 SR1, SR2, SR3.
Workaround: None.
Defect Number: CSCma25622
Component: ba.import
Severity: 3
Headline: BA reports contain the wrong time if GMT is greater than 0
Symptom: In the following ICM WebView Blended Agent reports, the timestamps are 9 hour
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older than the actual ones: imprule10_status_grid, camqryrule_10_hh_grid, camqryrule_11_hh_grid and dialer10_hh_grid.
Condition: This defect exists in Cisco ICM running on Japanese Windows 2000.
Defect Number: CSCma25415
Component: documentation
Severity: 3
Headline: "Webview on-line help calltyp21, 22 balancing algorithm is wrong"
Symptom: The WebView documentation in ICM 4.6.2 and ICM 5.0 for the caltyp21 and caltyp22 templates incorrectly includes call errors in the balancing algorithm in the description of the ""Calls Offered"" field.
Condition: Call errors are not included in the number of calls or tasks offered.
Defect Number: CSCma26560
Component: documentation
Severity: 3
Headline: ICM Schema Help DDTS Cases Resolved in ICM 5.0 SR4
Symptom: Schema Help and Schema Handbook not up to date.
Condition: 5.0 SR 3 or older 5.0 release.
Defect Number: CSCma25466
Component: documentation
Severity: 3
Headline: WebView on-line help - OverflowOut -updated due to CSCma22914
Symptom: WebView documentation for the calltyp21 and 22 reports for the Overflow Out field does not include ""calls that RONA to the IVR.""
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Condition: ICM 5.0 WebView documentation
Defect Number: CSCma24855
Component: inetscripted
Severity: 3
Headline: Internet Script Editor Logs High Volumes of Event Viewer Errors
Symptom: When Internet Script Editor is started the Windows Event Viewer logs are populated with 2-3 MBs worth of logs for error events. There are thousands of errors in the logs. Most the errors will look like the following: Add of DialedNumberMap failed. Dialed number NNNNN not found.
Condition: This can occur on Cisco ICM 4.6 and higher on systems that have thousands of dialed numbers with default labels.
Defect Number: CSCma25734
Component: international
Severity: 3
Headline: JPN: Change Date/Time works incorrectly in Event Viewer
Symptom: In the Cisco ICM WebView Event Viewer, when choosing any relative date/time range or selecting any fixed date/time range and returning to the report, '1900/1/1 00:00:00 - 1900/1/1 23:59:00' is always shown as the range.
Condition: This defect exists in Cisco ICM 5.0 running on Windows 2000 Server SP3 JPN.
Defect Number: CSCma25304
Component: localization
Severity: 3
Headline: Report templates require localization in CHS and KOR
Symptom: Report templates are not localized in Chinese and Korean.
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Condition: WebView displays English reports on both Chinese and Korean systems.
Defect Number: CSCma26223
Component: pg.definity
Severity: 3
Headline: CTIOS Agent goes to talking state when blind transfer to Definity
Symptom: CTIOS Agent goes to TALKING state when blind transferred to Definity
Condition: ICM 5.0 SR3 with Definity The problematic scenario is as follows. 1. Agent transfer a customer call to VDN 5204 (Definity) 2. The agent goes to WRAPUP mode 3. Then, goes to TALKING state 4. The agent has to logout to get out of the TALKING state The problem in the log is when calls are transferred to VDN 5204
Defect Number: CSCma25345
Component: pg.eapim
Severity: 3
Headline: Arbitrary transfer on hard phone results in agent stuck on hold
Symptom: Agent stuck in held state.
Condition: ICM 4.6.2 - CM 3.2(2c) Agent uses hard phone for call control, and does not use transfer control to initiate first step of transfer. X1 - customer A1, A2 - Agents X1 calls A1; A1 answers; A1 puts call on hold A1 calls A2; A2 answers A1 transfers the call.
Defect Number: CSCma26224
Component: pg.eapim
Severity: 3
Headline: Auto answer disabled when agent in Not_Ready state
Symptom: Auto answer when agent in Not_Ready state.
Condition: Agent has auto-answer configured in Desk Setting. When agent in Not Ready
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state Direct dialing causes auto-answer to occur when it shouldn't.
Defect Number: CSCma25715
Component: pg.eapim.jtapicli
Severity: 3
Headline: JTAPI fails multiple times during startup
Symptom: IPCC Enterprise 4.6.2 JGW Process keeps closing after coming active. This repeats several times before the process finally remains open and runs correctly.
Condition: This condition exists in CCM 3.2(3)SR1 & ICM 4.6.2 with CCM PGs HF: HF 93, 100 and 105. JTAPI is 1.3(1.34) (seen from CCM). Low level JTAPI tracing enabled, and JTAPI GW window open (i.e. not minimized).
Defect Number: CSCma25763
Component: reporting
Severity: 3
Headline: ICM 5.0 - Favorites Menu get java.util.NoSuchEleme.... error
Symptom: When attempting to open the Favorites Menu user frequently gets the error, "error getting the list of favorite reports. please contact your administrator"" java.util.NoSuchElementException: Database Error"" and not all reports that have been selected to move to the favorites list are being displayed, even before the limit of 10 is reached.
Condition: ICM 5.0 SR2.
Defect Number: CSCma25888
Component: reporting.data.accuracy
Severity: 3
Headline: European reports display the wrong date/time format
Symptom: WebView historical reports returns data with incorrect date span. For Example - If the date selected on date picker page is August 12, then the data returned is for
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December 8.
Condition: WebView server connected to database (MS SQL) with date format as 'yyyy-dd-mm' (French, British-Eng...).
Defect Number: CSCma25935
Component: reporting.job.scheduler
Severity: 3
Headline: ICM 5.0: Webview - some atttributes not printed via job scheduler
Symptom: Reports that are scheduled to be printed do not have the run Date and Time and the template, user, and report names printed at the bottom of the report as do reports directly printed from a report display.
Condition: Report is printed using Job Scheduler.
Defect Number: CSCma26889
Component: reporting.templates.legacy
Severity: 3
Headline: Entskg08 no longer has half hour data for base Enterprise SG
Symptom: Entskg08 does not provide half hour updates for the base Enterprise Skill Group.
Condition: ICM 5.0 SR3, Webview. Entskg08 was changed in ICM 5.0 to provide half hour updates for skill groups within the Enterprise skill group. If there are multiple skill groups associated with the Enterprise skill group, it is extremely difficult to calculate half hour data for Enterprise skill group only.
Defect Number: CSCma25737
Component: reporting.webview.ICM
Severity: 3
Headline: Bad characters for French accentuated words when drilling down in service
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Symptom: When drilling down in Services the French words with accent-characters (') are not displaying correctly.
Condition: Using ICM 5.0 WebView in a French browser/Windows locale setting.
Defect Number: CSCma26681
Component: reporting.webview.ICM
Severity: 3
Headline: Date and Month gets reversed for EV date change page for DDMMYY plat
Symptom: For Languages with DDMMYY date format, open date change page on EventViewer the Date and Month are reversed on the calendar for relative dates and on the calendar for absolute dates.
Condition: 5.0 up to 5.0 SR 3.
Defect Number: CSCma22959
Component: reporting.webview.ICM
Severity: 3
Headline: drill down does not work with persvc27 into routes01
Symptom: Cannot drill down on the ipcc_persvc27_rt_all_fields report.
Condition: Getting error (Report cannot be displayed: CORBA.TRANSACTION_ROLLEDBACK: minor code: 0 completed: Yes ) when trying to choose a drill down using the ipcc_persvc27_rt_all_fields reports
Defect Number: CSCma25795
Component: reporting.webview.ICM
Severity: 3
Headline: Empty Agents Real Time reports
Symptom: Empty real time reports in WebView
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Condition: In Webview, no data is displayed for the following realtime reports: - Agents by Peripheral, - Agents by Team, - Agents by Agent.
Defect Number: CSCma26679
Component: reporting.webview.ICM
Severity: 3
Headline: EventViewer Opens with wrong dates for langs with DDMMYY format
Symptom: EventViewer does not display last half hour events by default.
Condition: Occurs on WebView server, connected to database (MS SQL) with date format as 'yyyy-dd-mm' (French, British-Eng...).
Defect Number: CSCma26678
Component: reporting.webview.ICM
Severity: 3
Headline: Exporting EventViewer Data to HTMLTable format exports junk chars
Symptom: EventViewer data exported as HTML file contains junk characters in date-time field of the event
Condition: Occurs on the WebView server, connected to database (MS SQL) with date format as 'yyyy-dd-mm' (French, British-Eng...).
Defect Number: CSCma25819
Component: reporting.webview.ICM
Severity: 3
Headline: ICM 5.0 - Webview Initial Job Sched Browser Download Fails
Symptom: Clicking on Job Scheduler link in WebView for first time, creates error messages about CreateReport.exe. Clicking on Job Scheduler link again doesn't cause any error messages.
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Condition: Occurs on 5.0 SR 3 or older.
Defect Number: CSCma25939
Component: reporting.webview.ICM
Severity: 3
Headline: JPN: Clicking Logout in WV shows two IE script errors
Symptom: In the Cisco ICM WebView, when clicking Logout icon two IE script errors are shown
Condition: This defect exists in Cisco ICM 5.0 Service Release 3 Japanese.
Defect Number: CSCma26684
Component: reporting.webview.ICM
Severity: 3
Headline: Saved historical reports - do not include data for last date
Symptom: When a saved historical report that has *relative* date span is launched, records for the last date of the span are not included in the report.
Condition: Historical reports saved with *relative* date span.
Defect Number: CSCma26683
Component: reporting.webview.ICM
Severity: 3
Headline: Saved historical reports - reverses dates-months on DDMMYY platform
Symptom: When a saved historical report that has *fixed* date span is launched, the date and month are reversed from the originally saved one.
Condition: Occurs on WebView server, connected to database (MS SQL) with date format as 'yyyy-dd-mm' (French, British-Eng...).
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Defect Number: CSCma26538
Component: router
Severity: 3
Headline: Call_Type CallsOffered unbalanced when Release script node used
Symptom: CallsOffered in the Call_Type table does not balance with other fields in the Call_Type table (e.g. handled, abandoned, etc) when the Release Node is used in the Routing Script.
Condition: ICM 4.6.2 and 5.0 in scripts using Release node.
Defect Number: CSCma26672
Component: router
Severity: 3
Headline: TCDs with CD 10 not counted in call type reports
Symptom: Calls resulting with CallDisposition 10 cause CallsOfferedToHalf counts not to balance in Call_Type_Half_Hour. To help in balancing CallsOfferedToHalf, CD 10 calls should be counted against ErrorCountToHalf in Call_Type_Half_Hour.
Condition: ICM 4.6.2, HFs though 131 ICM 5.0
Defect Number: CSCma26563
Component: router
Severity: 4
Headline: Call Abandoned In Wait Node Not Counted In Call Type Half Hour
Symptom: Call Type Half Hour Data does not seem to account for all of the calls offered.
Condition: This can happen if a caller abandons while the call is at the wait node. When this occurs, the RouterCallsAbandQToHalf field in the Call Type Half Hour report does not get incremented even though it should.
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Resolved Caveats in ICM 5.0(0) SR3
This section contains a list of significant defects resolved in ICM 5.0.(0) SR3. These fixes are automatically rolled into each subsequent ICM 5.0.(0) service release. Defects are listed by severity and then by component.
Defect Number: CSCma24725
Component: aw.config.regions
Severity: 2
Headline: Region Prefix time zone data not editable
Symptom: Region Explorer is unable to create or update region prefixes. Prefixes are used by the Outbound Option feature of the ICM. In addition, the Region Prefix Explorer is unable to update the GMT, DaylightSavingsStart, or DaylightSavingsEnd columns. Also the Region Prefix Bulk insert and edit tools are unable to insert or modify GMT, DaylightSavingsStart, or DaylightSavingsEnd columns used by Outbound Option.
Condition: This defect exists in ICM 5.0 Region Explorer, and Region Prefix bulk edit tools when trying to update the GMT, DaylightSavingsStart, or DaylightSavings end columns.
Workaround: The following procedure should only be done during off hours when the Call Center is down. It requires a complete shutdown of both Side A and Side B routers and loggers. 1. Shutdown the Router/Logger on side A and B. 2. Manually insert or modify region prefix data into the logger database on side A and B. Use the SQL Query Analyzer tool or SQL Enterprise Manager. 3. Start the Router/Logger on side A and B. 4. Run the Initialize Local Database on all Distributor AW_
Defect Number: CSCma25711
Component: ba.dialer.ipcc
Severity: 2
Headline: Outbound agents stop receiving calls if customer hangs-up
Symptom: If a customer hangs-up the phone before being transferred to an agent the agent may be marked as reserved and will not receive any more customer calls. Furthermore, the port used for the customer call may get stuck as well.
Condition: This defect exists in ICM 5.0, 5.0 SR1 and 5.0 SR2.
Workaround: Agent should hang-up the reservation call.
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Defect Number: CSCma25436
Component: ba.dialer.ipcc
Severity: 2
Headline: Outbound Option storing call results as voice instead of abandoned
Symptom: Some customer calls may be closed with a result of voice instead of abandoned.
Condition: Exists in the IP version of ICM Outbound Option 5.0. This defect will only surface if one or more of the Dialer ports do not go active within the JTAPI Gateway.
Workaround: Resolved in SR3.
Defect Number: CSCma24716
Component: cg.ctiserver
Severity: 2
Headline: CTI Server failing over while having active connections
Symptom: CTI server fails over every 60 seconds.
Condition: This customer is running 5.0 SR1. They are using CTIOS in an duplex IPCC environment. CTIOS connected to the ctisvr as clients, the ctisvr would still failover after 60 seconds stating that no clients were connected. The EMSTraceMask for CTIServer is not set from 0 (default) to 0x10 which causes extensive tracing on CTIServer.
Workaround: Change no client connection from 60 to 1,000,000.
Defect Number: CSCma25511
Component: localization
Severity: 2
Headline: WebView Help is to be translated to Japanese
Symptom: English help files need to be translated for Japanese users.
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Condition: Japanese language.
Workaround: None.
Defect Number: CSCma24590
Component: pg.aspect
Severity: 2
Headline: Call Control & Stats lost when 3rd party of conference drops
Symptom: When Consulted Agent leaves a conference call first, Conference Controller is left in a NOT_READY state, while the Conference Controller should be in TALKING state, as the Customer is still on the line.
Condition: Agent1 is on an Inbound call from Customer. Agent1 initiates a consult Call to an Agent Group through loop back call. Agent2 in that Agent Group answers the call. Agent1 conferences the call. Customer, Agent1 (Conference Controller) and Agent2 (Consulted Party) are in Conference. Agent2 leaves the Conference first.
Workaround: None.
Defect Number: CSCma24696
Component: pg.aspevt
Severity: 2
Headline: OPC sometimes not seeing CALL_CONNECT events from Aspect EL PIM
Symptom: For some call scenarios, OPC is not seeing an CSTA_ESTABLISHED event from the Aspect Event Link PIM. When this problem occurs, the PIM does find the call already in clean up in ProcessCallConnectedEvent and so doesn’t process the CALL_CONNECTED_EVENT further and doesn’t send the corresponding CSTA_ESTABLISHED event and Updated Agent State (TALKING) to OPC. OPC does not send any Update on that agent to the router and hence ICM does not know that the Agent is on a call. As such, ICM will show the agent logged into the phone related to the missed event as available. Since ICM sees this agent as available it can route one of the next calls to the agent, but actually the agent is on a call and so that call will be queued until the agent becomes available.
Condition: ICM 4.1.5 with Aspect Event Link Pim HF 56, when the callID is being reused.
Workaround: None.
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Defect Number: CSCma24943
Component: pg.dms100
Severity: 2
Headline: Enabling tracing for CompuCALL process results in no addtl output
Symptom: The CCS process asserts on entering ltm command on the procmon session. Also no tracing can be enabled in the CCS process window.
Condition: ICM 4.6(2) base install with no Hot Fixes applied.
Workaround: None.
Defect Number: CSCma25010
Component: pg.eapim
Severity: 2
Headline: During CTI Server Failover - Agents do not get logged out
Symptom: Agents stay logged in during CTI Server Failover and ICM will continue to send calls to agents that have not reconnected to the new active side.
Condition: CTI Server Failover.
Workaround: None.
Defect Number: CSCma24909
Component: pg.opc
Severity: 2
Headline: OPC was patched to queue agent events which breaks BA Dialer
Symptom: When a new agent logs in and is reserved by the Outbound Option, the first customer transferred to that agent fails to be connected.
Condition: ICM 5.0 SR1 (ES 2) with ECSPIM version 1,0,0,09784 running Outbound Option.
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Workaround: None.
Defect Number: CSCma24888
Component: pg.opc
Severity: 2
Headline: Adding new agent in AgentExplorer w/dup ext terminates PG
Symptom: The customer went into Agent Explorer to add a new agent. In the advanced tab, they would normally enter the following /id 0260 for agent 0260, but they were configuring agent 0259, but put 0260 into the advanced tab under config parameters. This caused the PG to terminate with the following in the event viewer. 5/15/2003 10:03:13 AM GeoTel ICR Warning Peripheral Controller 32898 N/A PNI-CVAVPG01 Attempting to ADD already configured Agent 0260 on Peripheral 5003 We did not see anything in MDS log other than MDS received an error and was restarting. This is a hybrid config, as they are also using Avaya G3 switch.
Condition: ICM 4.6.2 HF 93 CCM 3.2.2c spF IPIVR 3.0.2
Workaround: None.
Defect Number: CSCma24663
Component: pg.opc
Severity: 2
Headline: Data recovery from last half-hour does not work properly
Symptom: OPC uses a worker thread to manage disk operations. For historical data recovery, the worker thread remove packets from the queue and writes them into files. The main thread in OPC queues these packets periodically. Upon removing a packet from the queue, the worker thread must initialize some variables for transferring the contents of the packet to a disk file. In one instance, when disk files change (e.g. packet is destined to a different file), the thread does not initialize the packet length, thereby writing either nothing or garbage to the disk file. The end result is that OPC may recover data that is either corrupted or does not exist.
Condition: ICM 5.0.
Defect Number Workaround: None.
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Defect Number: CSCma24989
Component: pg.opc
Severity: 2
Headline: DiskIO lock in OPC must be acquired before saving logical controller
Symptom: OPC uses a worker thread to manage disk operations. For historical data recovery, the worker thread unqueues packets and writes them into files. The main thread in OPC queues these packets periodically. Both threads synchronize via locks. In one instance, the main thread does not acquire the lock but still tries to queue a packet and release the lock. The lock object may cause system assertion if the previous owner of the lock was not the main thread.
Condition: ICM 5.0.
Workaround: None.
Defect Number: CSCma24851
Component: pg.opc
Severity: 2
Headline: CTI Events not forwarded to CTI Server for VRU PG
Symptom: CTI Events not available for VRU PG event though Service Control Event reporting is enabled.
Condition: ICM 4.6.2 since November 2002.
Workaround: None.
Defect Number: CSCma24745
Component: pg.symp.noseipim
Severity: 2
Headline: reporting on meridian been changed for abandoned call rel 25
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Symptom: Since the upgrade of the Meridian to Rel25.40 there is a problem with ICM reporting. The ICM reporting shows much more abandoned calls than the Symposium reporting and the number of abandoned calls in ICM reporting is significantly higher than before the upgrade. Symposium is Ver 3.0.
Condition: ICM 4.6.2 HF 97, Mer release 25.40, Symposium 3.0 Scenario - Inbound call to CDN 1 (CallID X) - Agent1 answers the call - Consult call to CDN 2 (CallID Y) - Transfer call - Disconnect Inbound call In this scenario, two Call Abandoned (CABQ) messages for the same service (CDN 2) are received from the Meridian. One for callid Y(secondary call) after the completion of transfer. One for callid X(primary call) after the inbound call is disconnected. The Meridian sends an unexpected CABQ message for the secondary call (callid Y) after the completion of transfer.
Workaround: None.
Defect Number: CSCma24718
Component: pg.symp.noseipim
Severity: 2
Headline: Softphone Controls Greyed Out For Xferd Calls to 2nd Desktop
Symptom: Agent A answers an incoming call and proceeds to transfer to an SCCS CDN. If agent A completes transfer before an alerting message is sent, agent B can answer the transferred call and has the functionality of the softphone buttons. If agent A does not complete the transfer quick enough, and an alerting message is received before the transfer message, then agent B is not able to control the call when it is presented to their desktop.
Condition: ICM is 4.6.2 with up to HF 108. SCCS is 3.01.21 with latest SU.
Workaround: None.
Defect Number: CSCma24812
Component: reporting.data.accuracy
Severity: 2
Headline: CTHH discrepancy caused by TCD records with CD 26 / PCT 2
Symptom: The Call_Type_Half_Hour error count (ErrorCountToday, ErrorCountToHalf) is not being incremented for Termination_Call_Detail records with CallDisposition 26. This results in a perceived discrepancy between the CallsOffered count and other values.
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Condition: This problem occurs in Cisco ICM 4.6.2 and higher.
Workaround: Use custom reporting to add Termination Call Detail calls with CallDisposition 26 to the ErrorCount results.
Defect Number: CSCma24811
Component: reporting.data.accuracy
Severity: 2
Headline: CTHH discrepancy caused by TCD records with CD 14 / PCT 4
Symptom: The Call_Type_Half_Hour handled count (CallsHandledHalf, CallsHandledToday, CallsHandledTo5) is not being incremented for Termination_Call_Detail records with CallDisposition 14. This causes a perceived discrepancy between the CallsOffered count value and other values.
Condition: This problem exists in Cisco ICM 4.6.2 and higher.
Workaround: Use custom reporting to add Termination Call Detail calls with CallDisposition 14 to the CallsHandled results.
Defect Number: CSCma24351
Component: aw.config.list
Severity: 3
Headline: Unable to ADD Users if many users in list are on inaccessible domain
Symptom: User List takes a long time to add a new user.
Condition: The tool is checking the account existence of each user in the list that was retrieved. This process can be slow when one of the following occur: 1. There is a very large number of users in the list. 2. Many of the users are configured for a domain that the AW currently does not have access to.
Workaround: Use the User List tool_optional filter to reduce the number of users returned by the retrieve button and only retrieve users from a single domain that has a fast connection to the AW.
Defect Number: CSCma25305
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Component: localization
Severity: 3
Headline: WebView user interface localization in Japanese
Symptom: Webview user interface is not localized in Japanese.
Condition: WebView user interface is in English when installed on Japanese systems.
Workaround: None.
Defect Number: CSCma24024
Component: pg.alcatel
Severity: 3
Headline: /cd PV not populating correlator data in call variable
Symptom: ICM call variables are not populated with the correlator data from the switch.
Condition: ICM 4.6.2 with Alcatel Peripheral Gateway
Workaround: None.
Defect Number: CSCma24957
Component: pg.definity
Severity: 3
Headline: Need way to disable transitioning quickly message in ECSPIM
Symptom: The customer_Monitor ICR Event Viewer and PG NT Event Viewer logs are filling up with the following message: Warning: The agent was transitioning quickly out and back into the avail state: AgentID: XXXXX Ext: YYYYY
Condition: ICM 4.6(2) ECSPIM, but will apply to 4.1(5) amd 4.5(1) Occurs under normal conditions.
Workaround: For messages in Monitor ICM only: De-select AT&T PIM Events in the Event Filter for Monitor ICM Event Viewer. This will also prevent any other Error, Warning, and
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Informational messaging from the pim to be displayed in Monitor ICM Event Viewer (e.g.: Non-configured skill group, Non-configured trunk group, etc). This will only keep the messages from being displayed in Monitor ICM Event Viewer. The messages will still be in the NT Event Viewer logs and the Events table in the ICM Logger and HDS databases.
Defect Number: CSCma24025
Component: pg.definity
Severity: 3
Headline: For outbound call wrong PeripheralCallType in TCD.
Symptom: When an Agent performs an outbound call, the call type event received by the CTI client application shows CALLTYPE_AGENT_INSIDE instead of CALLTYPE_OUT. This affects the CTI application, which does the routing based on the calltypes.
Condition: Agent in the NOT_READY state makes an outbound call through CTI client application. ICM 4.6.2 with PG 4.6.2/4.6.1
Workaround: None.
Defect Number: CSCma23416
Component: pg.eapim.jtapigw
Severity: 3
Headline: D572162 : Jtapi Gateway restarts after a procmon command is ran
Symptom: JTAPI GW process exits. Agents will be logged out (briefly if using duplex system and CTI OS).
Condition: IPCC using the procmon debugging tool to interrogate the JTAPI GW process.
Workaround: None. Further Problem Description: This will not occur when displaying or modifying trace settings. It only occurs intermittently when displaying internal variables.
Defect Number: CSCma24456
Component: pg.eapim.jtapigw
Severity: 3
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Headline: Agent AutoAnswer sometimes fail for internal consult transfer call.
Symptom: Sometimes, IPCC Agent Desk Setting Auto Answer fails. In these cases, when the agent answers call from the hard phone, the call is still reported as a network abandoned call. JTAPI GW trace Signature - jgw1 Trace: Queueing Unfinished DeliveredMessage <CS_INITIATE> CID: <xxxxxxxx> because of missing source connection
Condition: IPCC - CM 3.1(4b) - ICM 4.6(2) - HF 95 on the CM PG. 2 CM clusters. X1 - customer. A1 agent in Cluster 1. A2 agent in Cluster 1. RP1 - Route Point in Cluster 2. Scenario 1 X1 calls A1. A1 consults transfer to RP1. Route selected to A2. At this point, A2 is unable to answer the call from the desk top Scenario 2 Agent is on a call and consults via a proxy device (such as ISN or a proxy gatekeeper) which then sends the call to another agent. Since the proxy device will represent the call as 2 calls, it is basically the same problem.
Workaround: 1) Configure CTI Route Points in both clusters so post routing can be done within the local cluster/Call Manager PG. 2) Auto answer can be enabled for most phone types on the ccmadmin configuration on Call Manager. This will not resolve the reporting of the call as a network abandon. Further Problem Description: This defect has a dependency on CSCea44652 in the Call Manager.
Defect Number: CSCma25228
Component: pg.eapim.jtapigw
Severity: 3
Headline: Missing Alerting Event in Out-of-Provider Transfer
Symptom: IPCC does not recognize a transferred call.
Condition: Out-of-Provider (eg: Unity Voice Mail) transfers call to agent. Race condition of events which causes IPCC PG not to recognize the call.
Workaround: None.
Defect Number: CSCea33238
Component: pg.eapim.jtapigw
Severity: 3
Headline: Calls transferred from CAD to Unity does not go to voicemail
Symptom: Call redirected to non-agent device hears general greeting instead of getting its
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voice mail box.
Condition: Callmanager 3.1(4b) X1, X2 - devices not monitored by Call Manager PG. A1 - Monitored Agent X1 calls A1 (via CTI Route Point) A1 single step transfers call to X2. X2 does not answer or is busy. X1 hears general Unity prompt instead of the X2 voice mail
Workaround: Option 1) Agent can use consultative transfer to transfer call to non-agent. Option 2) Agent can use hardphone to transfer call until issue is resolved. Option 3) On ICM_Peripheral Gateway (PG), change the value of SingleStepTransferviaRedirect to 0. Search the registry using regedit under HKLM\Software\Geotel Further Problem Description: This scenario works when A1 single step transfers the call to another agent. Does not work when call is transferred to a phone that is not an IPCC agent. The fix is to change the original called party on any redirect. Unity VM algorithm normally uses the original called party field. It gets changed on 2 step transfers. It does not normally get changed when the call is redirected. This redirection can only be done via a CTI application. The SingleStepTransferviaRedirect registry key changes the default behavior to use a form of 2 step transfer instead of redirect.
Defect Number: CSCma25294
Component: pg.opc
Severity: 3
Headline: Collab agent is routed a collab session after making outbound call
Symptom: An error page pops up for the collaboration caller and it says: Unable to place call. We appreciate your interest, but are temporarily unable to initiate your call. We are eager to serve you, so please re-enter your number and we will look forward to contacting you soon.
Condition: Agent is logged in to IPCC skill group, as well as blended collaboration. Agent makes outbound call (i.e. to voicemail, home, etc.) with out setting the agent state to not ready first. Collaboration request comes in, and is sent to the agent even though agent is on a call.
Workaround: Do not make outbound calls from the IPCC Agent with out setting the agent to not ready first. Agent desk top does not support this, so agent must be initiating the call from the hard phone. Further Problem Description: The page is http://XXX.XXX.XXX.XXX/Blender/ErrorStart.html (where XXX.XXX.XXX.XXX is the collaboration server) The agent who was busy on the phone sees the collaboration desktop go into wrapup mode - the agent desktop acts like it took the call but something made it disconnect right away. If the agent is busy handling another ICM call (e.g. just a regular IPCC voice call) - we do not have our problem. ICM is smart enough to realize that the agent is busy with another ICM task. It just fails when the agent is doing a non-ICM task like calling voicemail or dialing out to a customer.
Defect Number: CSCma24913
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Component: pg.opc
Severity: 3
Headline: Exit_opc required for OPC to load change in Supervisor Script DN
Symptom: A change in Supervisor Script Dialed Number under Agent Team List does not get accepted by OPC. Also if the old Dialed Number is deleted, agents are presented with error: IPCC error [10126]No dialed number for the dialed number ID specified in the Dialed Number Plan
Condition: ICM 4.6.2, OPC Release 4.6.2.1, Build 08910
Workaround: Issue exit_opc for OPC to implement the change in Supervisor Script Dialed Number.
Defect Number: CSCma24432
Component: pg.opc
Severity: 3
Headline: Reason Code is reset to NONE on RealTime Report
Symptom: The ReasonCode column in Agent Real Time report changed to NONE at every hour (9:00,10:00,11:00 ..). This was seen on both Monitor ICM and Webview report. I looked into the t_Agent_Real_Time table in AW Database, the values in ReasonCode column were reset to 0 at every on the hour.
Condition: ICM 4.6.2 (hotfix 1- 94) Windows 2000 Server Sp2 SQL Server 7.0 Sp3 CallManager 3.2(2c) SpG CRA 2.2(5) JTAPI Plug-in 1.3(1.31)
Workaround: Set the registry \ICM\<Instance>\PGnA\PG\CurrentVersion\OPC\CallControl\pimn\AgentDataSyn cTime value to 0.
Defect Number: CSCma25126
Component: pg.opc
Severity: 3
Headline: OPC times out Emails in Queue after an hour
Symptom: EMail tasks not be reported correctly if they stay in queue for more than an
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hour. EMail tasks are still routed correctly.
Condition: ICM 5.0 integration with CEM
Workaround: Modify max queue state time in registry for OPC so that the max queue time for a call is increased to a desirable limit.
Defect Number: CSCma23901
Component: setup
Severity: 3
Headline: Service Pack 0+ or Service Release 1
Symptom: The ICM processes don’t reflect the installation of the Service Release following its installation. For instance in the RouterA router process it reflects Router Release 5.0 service pack 0 , Build 09778. According to the document Cisco ICM/IPCC 5.0 Maintenance Release Roadmap new naming conventions, service packs will no longer be used. A service release should be reflected as Identification - 5.0(1)SR02 (00) or 5.0(1)_SR02 (example - Service Release #2 applied to Maintenance Release 5.0(1))
Condition: 5.0 SR 1 or 5.0 SR 2.
Workaround: None.
Defect Number: CSCma23850
Component: netgwy.ss7.itu
Severity: 6
Headline: Mtp3 Routes, Sccp RPC/GT max objects too small for large installs
Symptom: Large number of Routes, Remote Point Code, or Global Title entries will not load into Gateway configuration. This resolution now allows large numbers of the above items.
Condition: Gateway requiring connectivity to a large number of individual SSP.
Workaround: Concentrate traffic through a smaller number of SSP or use Global Title wildcard routing through STP (SCCP Global Title routing node).
Defect Number: CSCma23616
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Component: nic.ss7innic
Severity: 6
Headline: Allow for Event Arming overrides and Type 8 VRU
Symptom: This allows the SS7InNic to support Type 8 VRU. For more information on Type 8 VRU, see ICM help.
Condition: None.
Workaround: None.
Resolved Caveats in ICM 5.0(0) SR2
This section contains a list of significant defects resolved in ICM 5.0.(0) SR2. These fixes are automatically rolled into each subsequent ICM 5.0.(0) service release. Defects are listed by severity and then by component.
Defect Number: CSCma24435
Component: db.distributor.replication
Severity: 1
Headline: Hotfix 50 prevents new historical records from being replicated
Symptom: Logger could crash if migration and replication are running at the same time. Hotfix 50 prevented this crash by disabling replication process while migration is occurring. This bug fix allows migration and replication to run at the same time without a problem.
Condition: Migration occurring at the same time as replication or only Migration with no replication allowed.
Workaround: None. The delivery files are recovery.exe and replication.exe
Defect Number: CSCma23282
Component: db.icmdba
Severity: 1
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Headline: ICM 4.6.2 ICMDBA space used summary incorrect
Symptom: "Retain" column has same value as "Rows" column.
Condition: ICM 4.6.2 - ICMDBA Space Used Summary returns a "Retain" value for each table that equals the "Rows" value. The "Retain" value should be the number of days of retention set for each table, not the number of rows of data in each table.
Work-around: None.
Defect Number: CSCma23985
Component: db.icmdba
Severity: 1
Headline: ICMDBA - Truncate Config Message Log - Error
Symptom: 1. Popup window that states that truncation was successful. 2. Truncate Config Message Log main window shows "Config Message Log is corrupt!"
Condition: ICM 4.6.2 - SQL 7.0 Using ICMDBA Truncate Config Message Log utility.
Work-around: None.
Defect Number: CSCea47011
Component: pg.definity
Severity: 1
Headline: ctisvr went down when agent pickup call from ISDN PRI via DefinityG3
Symptom: As soon as an agent picks up the call, the CTISvr service will go down or restart, A Dr.Watson will popup and says CTISrvr.exe generated an application error with a exception exit code 0xc0000005 (Call::GetAgentLineHandle), and in some cases, the Windows 2000 system will popup a restart dialog.
Condition: Physical Topology: External cust---<PSTN ISDN PRI>---[Definity G3si]--[MAP-D CVLAN- server8.2.1]---[CTI-PIM CVLAN-client8.2.4Mode6] Logical Call path: Customer--->PSTN(ISDN PRI)--->Definity--->VDN--->Hunting Group--->Agent extension ICM5.0 CTI server will go down when an agent answers a call come from CO via ISDN PRI to
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Avaya Definity G3si, the problem occurred only when an inbound call transferred from CO to PBX via ISDN PRI, if the call entered the PBX via an analog CO line or via another extension line, the problem will not occur. The problem will not occur on ICM 4.1.4;
Workaround: There is no workaround.
Defect Number: CSCma24415
Component: router
Severity: 1
Headline: Call doesn’t transfer to the second agent if call is queue after SST
Symptom: The call does not transfer to the second agent if the call is queued after Blind Network Transfer.
Condition: Call is blind network transferred to an agent who's not available. The call is queued at a VRU, when the agent becomes available, the call is dequeued but not routed to the agent
Workaround: None.
Defect Number: CSCma23557
Component: aw-bulk.config
Severity: 2
Headline: AgentCfg crashes on CCDBlib
Symptom: AgentCfg.exe crashes.
Condition: Run AgentCfg.exe from command line with the correct parameters.
Workaround: Use the ICM Agent and Skill Group Configuration Tool to add agents and assign those agents to proper skill group.
Defect Number: CSCma23510
Component: aw.config.ba
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Severity: 2
Headline: Update Dialing List button in Query Rule config tool does not work
Condition: This defect exists in ICM Blended Agent 5.0 when trying to generate a new Query Rule, using the Update Dialing List button, provided in the Query Rule configuration window.
Symptom: When a Query Rule is changed or a new one is created the Update Dialing List button can be pressed to update the Dialing List based on the current Query Rule. However, pressing this button only displays an error dialog box indicating that the update failed.
Workaround: It is possible to use the procmon.exe tool to update the Dialing List. On the logger A computer open the windows command prompt and type in: procmon <customer instance> loggera campaignmanager Now type in: bacm_update_dialing_list /queryrule QueryRuleID The QueryRuleID is the database Query Rule ID assigned to the Query Rule that should be regenerated. To retrieve the Query Rule ID execute a SQL query against the logger a database. The query that should be executed is: [select QueryRuleID,QueryRuleName from t_Query_Rule]. Executing the above command will immediately rebuild the query rule.
Defect Number: CSCma23571
Component: aw.config.explorer
Severity: 2
Headline: Default Voice Skill Group not created on adding a CallManager Pim
Symptom: Default Skill Groups are not automatically created under certain conditions.
Condition: When creating a PG of client type PG Generic and adding a Call Manager peripheral, default skill groups are not created.
Workaround: None directly once this is done, as default Skill Groups are internally managed and cannot be changed by the user. This could results in a loss of reporting information, but only for this configuration and only for events where a regular skill group could not be identified as the reporting target. Impact would be restricted to very few customers, and very few instances for those customers. In those cases, if appropriate Skill Groups are created to directly capture this information, the defaults would not be needed and the issue resolved. To entirely avoid the issue, first create a PG with a Call Manager client and peripheral. The default Skill Groups will be created. Then, change the PG type to Generic and continue as before.
Defect Number: CSCma23841
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Component: ba.campaignmgr
Severity: 2
Headline: Camp. Mgr crashes due to internal queue overflow
Symptom: Campaign Manager crashes while under a heavy performance load. This was observed with 16 dialers and Dialer port real time messages enabled.
Condition: Blended Agent on ICM with a large number of Dialers.
Workaround: The following performance tuning parameters can be modified to increase Campaign Manager performance: 1) Increase the 'records to cache' parameter to 100. Also, increase the query rule penetration value to 100 (or disable it if it is not needed). This will increase performance when the system is actively pulling down records. It is important to also modify the penetration value since this will limit the number of records sent to each Dialer. 2) Increase the registry key CustRecReadyRequestToServer to 180 (3 minutes) instead of the default 30 seconds for each Dialer in the system. This will reduce the query rate for each dialer when the Campaign is out of records. 3) Disable the dialer port real time messages by setting the RTPortFeedDisable registry key (Dialer registry value) to 1.
Defect Number: CSCea28702
Component: cg.ctiserver
Severity: 2
Headline: AnswerCallConf missing from CTITest application
Symptom: ctitest command 'on answercallconf' is no longer a valid command in 5.0.
Condition: ICM 5.0
Workaround: Use ctitest commands 'on established' and/or 'on consulted' instead. The two commands will not have the synchronization issue that the 'on answercallconf' might have.
Defect Number: CSCma23589
Component: db.logger
Severity: 2
Headline: Network Events not being written to database
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Symptom: Network Events are not being written to the Network_Event_Table with a logger error of 'Unknown DataMsg'
Condition: Network Event Reporting is enabled on the SS7 INNIC and calls are being sent to that NIC.
Workaround: None.
Defect Number: CSCma23050
Component: international
Severity: 2
Headline: WebView does not support CHS/JPN characters
Symptom: When WebView is installed on Chinese, Japanese and Korean platforms, native characters in agent names may appear corrupted in reports. The month and week names may likewise appear corrupt in the historical date/time selection page.
Condition: This problem occurs specific to ICM 5.0 only, and then only with (English) ICM installed on the aforementioned operating system platforms.
Workaround: Limit agent names to English characters only. Use English month and week names in historical date/time selection page. In order to correctly display English month and week, the language setting in Internet Explorer should be changed as follows: 1. Choose Internet Options... from the Tools menu 2. From General tab, click on "Languages..." 3. In Language Preference dialog, add English [en-us]. Move the "English" selection to the top of the list. 4. Click "OK". 5. Click "OK" to Internet Options. 6. Run WebView.
Defect Number: CSCma24621
Component: international
Severity: 2
Headline: CHS - WebView UI is not localized in Simplified Chinese
Symptom: WebView user interface is not localized in Chinese.
Condition: WebView user interface is in English when installed on simplified Chinese systems.
Workaround: None.
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Defect Number: CSCma24622
Component: international
Severity: 2
Headline: KOR - WebView reporting user interface is not localized in Korean
Symptom: WebView user interface is not localized in Korean.
Condition: WebView user interface is in English when installed on Korean systems.
Workaround: None.
Defect Number: CSCma22730
Component: pg.aspect
Severity: 2
Headline: Aspect PIM is asserting
Symptom: Aspect PIM asserts, writes a dr.watson log. This is causing all CTI agents to get logged off the system.
Condition: Customer running ICM 4.1 sp5, Hotfix 149
Workaround: None.
Defect Number: CSCma19729
Component: pg.definity
Severity: 2
Headline: PIM allows CMS to connect to both sides of the PG at the same time
Symptom: The socket closure is delayed on the server side. Under duplex mode, the B side is keeping the TCP session alive to CMS, even though the A side is active at that time.
Condition: ICM 4.1.5
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Workaround: None.
Defect Number: CSCma23430
Component: pg.definity
Severity: 2
Headline: Inaccurate reporting of services in queue
Symptom: ICM shows inaccurate reporting of services in queue for calls that went through a route request.
Condition: When more than 1 call is in queue for a service, any calls queued after that only show the stats for the last call queued.
Workaround: ECSPIM code change that provides the trunk group to OPC in the queued event instead of the trunk number.
Defect Number: CSCma24577
Component: pg.eapim
Severity: 2
Headline: Problem with CallDelivered events causes gray buttons while talking
Symptom: The agent can't answer a conferenced call from an IP IVR because the button is grayed out. The buttons keep being grayed out even after the call is answered.
Condition: 1) Agent A receives and answers an inbound call. 2) Agent A conference consults a call to CTI Route Point. 3) ICM Router translation routes the consult call to IP IVR. 4) Agent A completes the conference. 5) Agent B becomes available and can't answer the alerting call. This could happen intermittently based on a race condition. Steps 2) to 5) could all happen within the same second.
Workaround: None.
Defect Number: CSCma22914
Component: pg.eapim.jtapigw
Severity: 2
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Headline: Calls redirected on no answer treatment counted as Abandon Ring
Symptom: When running test calls through the system, RONAed calls are being counted as "Abandon Ring" calls in the historical service and skill group reports. During the RONA, if the caller hangs up prior to reaching the next available agent or if the call is connected successfully to an agent, both are causing an Abandon peg in Monitor ICM/WebView. It looks as though the "Abandon Ring" is counting against the overall "% Abandon", but the "Redir NoAns" does not.
Condition: IPCC on ICM 4.6.2.
Workaround: None.
Defect Number: CSCma23596
Component: pg.eapim.jtapigw
Severity: 2
Headline: Supervisor Barge In incurs 2 second delay that disrupts agent/cust
Symptom: Agent and Caller are interrupted during their conversation by their call being Placed on Hold for 2 seconds.
Condition: This Symptom occurs as a result of a Supervisor using the Barge-IN feature to "Enter" the established call/conversation between an Agent and a Caller. This problem is more common during peak busy periods in the call center when the Call Manager is processing more calls.
Workaround: None.
Defect Number: CSCma22854
Component: pg.symp.noseipim
Severity: 2
Headline: No Recovery Mechanism if SCCS HDX Link Drops
Symptom: When the HDX link looses network connectivity, Symposium, with the latest service pack SU09, now senses a loss of connectivity and attempts to send a DXM_SERVER_SHUTDOWN message. With this new enhancement, our software complains that it doesn't recognize the message, and therefore does not cycle the PIM. Below is the error we send to the PIM log: "17:37:49 Trace: [ 2916]QueueNextHDXMessage: Unexpected message type returned by DX_getMessageType: 9
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Condition: ICM 4.1x, 4.5x, 4.6x Symposium 4.01.07 SU09 PBX X11
Workaround: None.
Defect Number: CSCma22706
Component: router
Severity: 2
Headline: Router puts wrong value for FinalObjectID in Route_Call_Detail
Symptom: The router is placing the internal number of the node as the FinalObjectId into Route_call_detail record instead of the visible node id which is visible in Script Editor.
Condition: ICM 5.0 SR 1.
Workaround: None.
Defect Number: CSCma23971
Component: router
Severity: 2
Headline: Admin Script Schedule doesn’t work properly
Symptom: Administrative Scripts run when they shouldn't.
Condition: When an administrative script is scheduled to run yearly on a specific day of specific month , it ignores the month and it will run every month on the day picked. for ex.: Set a script to run yearly, every March 27th. It runs February 27th too, and would run April 27th, May 27th, etc.
Workaround: None.
Defect Number: CSCma24057
Component: router
Severity: 2
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Headline: Call Type RouterLongestCallQ Invalid, Can Cause Out of Sync Routers
Symptom: Router errors exist. The router tracing is different between side A and B. In addition, the real-time data in some scripts seems to be different depending on which AW's Script Editor is being used to view the data.
Condition: This can happen on any router that contains an active script that references the Call Type RouterLongestCallQ variable. This variable's value is not being initialized correctly and can result in router A making different routing decisions than router B. This will cause the routers to go out of sync.
Workaround: There are two options to temporarily fix the problem: A) 1. Remove any reference to a Call Type RouterLongestCallQ variable in all active scripts. 2. Run the exit_router command in rttest. This will restart both routers and cause them to be in sync again. or B) 1. Run the exit_router command in rttest. This will restart both routers. 2. Wait for the routers to come back up 3. Kill side A router and wait for it to resync 4. Kill side B router and wait for it to resync This solution (B) will cause the Call Type RouterLongestCallQ variable to be initialized correctly and calculated correctly from that point on unless both routers are restarted again. If both routers are stopped and started at any point after step 4, then steps 1-4 will have to be redone to make sure the variable is reinitialized to a valid state again.
Defect Number: CSCma24065
Component: router
Severity: 2
Headline: Queue to Agent node does not support use of agent ID
Symptom: The Queue to agent node only supports static Agent ID, or the agent skill target ID. This makes it basically unusable unless the agent application has access to the ICM internal agent skill target IDs.
Condition: ICM 5.0 SR 1
Workaround: 1. Create a database table where the agent ID is part of the primary key and execute a DB Lookup in the ICM Routing Script. 2. Modify the agent desktop to do an agent state request, get the agent skill target ID and put it in a call variable, and then use that call variable to identify the agent in the queue to agent node.
Defect Number: CSCma24502
Component: router
Severity: 2
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Headline: Router ignores CallKey sequence numbers in voice NewCall
Symptom: The Router Call Key Sequence number in the Route Call Detail table is always zero.
Condition: When Post Routing a call, the Router Call Key Sequence number is greater than zero. But the Router records zero for this field in the Route Call Detail records.
Workaround: None.
Defect Number: CSCma24623
Component: router.library
Severity: 2
Headline: Deleting script with calls queued can crash router
Symptom: The router crashes when a script is deleted from an AW. This can be a manual deletion, or an automatic one, based on the number of script versions being retained.
Condition: This can happen if the version of the script being deleted still had calls queued.
Workaround: Don't delete old scripts too quickly. Allow for time for calls in progress to complete.
Defect Number: CSCma24450
Component: aw.config.explorer
Severity: 3
Headline: Call Manager PG should not create 2 sub-skill groups by default
Symptom: In ICM 5.0 only: When creating a Call Manager PG, two sub-skill groups should not be created by default.
Condition: Creation of Call Manager PG.
Workaround: None.
Defect Number: CSCma23523
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Component: aw.config.list
Severity: 3
Headline: Application Inst. list changes application instance key
Symptom: In the Application Instance list tool, whenever the key edit field gains focus, before any user input, the list tool will clear the original password immediately. When this field loses focus, there will be a string of "*" displayed in the field as if the original value remains intact. But upon save, the original password will be replaced by an encrypted blank password. This will result in an application authentication failure, and thus the loss of the connection to the ConAPI service.
Condition: Normal.
Workaround: Don't tab into the password field if you don't want to change the password.
Defect Number: CSCma23685
Component: db.icmdba
Severity: 3
Headline: ICMDBA crashes if database has more than 10 segments
Symptom: ICMDBA crashes.
Condition: When attempting to modify (Expand, Delete, Estimate, Recreate, Properties) a database that has over 10 segments. Once the database is expanded for the 10th time (creating a total of 11 segments), ICMDBA will crash when attempting to modify that database.
Workaround: Use SQL Enterprise Manager to modify a database which has more than 10 data segments.
Defect Number: CSCma23426
Component: inetscripted
Severity: 3
Headline: iseman Server Constantly Increases Memory Usage
Symptom: The iseman process on the distributor seems to be using more memory as time
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passes.
Condition: This will occur on all iseman processes that have Internet Script clients connected to them.
Workaround: Try to minimize the number of clients connected to the server to minimize the amount of memory that iseman takes. Also, you can close the iseman process or recycle the distributor to clear out the excess memory usage.
Defect Number: CSCma17169
Component: international
Severity: 3
Headline: English Text are truncated in Configuration Manager
Symptom: When using Configuration Manager tools, many text are truncated and partially hidden. In resolution 1024x768, some dialogs are off of the screen. The users cannot click "save" button to save ICM data because it is off of the screen.
Condition: This problem happens only on 4.6(2) and 5.0 Chinese Windows system.
Workaround: None.
Defect Number: CSCma24697
Component: international
Severity: 3
Found: dev-test
Headline: No event displayed in Event viewer on foreign Windows platforms
Symptom: No events are displayed in Event Viewer.
Condition: This happens when WebView is installed on foreign platforms, such as French and Chinese.
Workaround: None
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Defect Number: CSCma20064
Component: pg.definity
Severity: 3
Headline: Outbound Call over ISDN Trunks gets terminated and recreated
Symptom: Cti application looses appearance of outbound call that was made while using cti application. Loss of Call control. Sometimes after making an outbound call the call is dropped even though the physical call is still connected.
Condition: Agent making outbound(ISDN) call when the state is AUX ( NOT_READY)
Workaround: Call control must be conducted via hardphone until normal inbound or interoffice call activity continues.
Defect Number: CSCma22068
Component: pg.definity
Severity: 3
Headline: ECSPIM asserts with DrWatson error RemoveConfigAgent
Symptom: PIM Asserting
Condition: ICM 4.1.5 Build 06336
Workaround: None.
Defect Number: CSCma23632
Component: pg.definity
Severity: 3
Headline: G3 PIM does not support concurrent local and network queuing.
Symptom: Intermittent agent state of availability causes Router to send more calls to the ACD whereas the ACD queue already has calls pending. Site-based queueing disrupts the call routing process, because as agents leave calls, they transition straight from Talking to
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Available until the subsequent call is offered.
Condition: Observed in ICM 4.6.2.
Workaround: Configure hold-off delay, if one exists on the ACD, for agent state reporting. This way, the available state will be delayed and won't cause the Router to send more calls down to the ACD.
Defect Number: CSCma23699
Component: pg.eapim
Severity: 3
Headline: Agent is reserved in first SKG, but answers in correct SKG
Symptom: Call is reserved in the first skillgroup of the agent, but answered in the correct skill group.
Condition: ICM: 5.0 RUP 1 PIMTest ea.agnt.002 Caller calls an agent, agent goes into reserve in the first skillgroup on the list, but answers in the correct skillgroup.
Workaround: None.
Defect Number: CSCma24449
Component: pg.eapim
Severity: 3
Headline: Call does not go to default skill group
Symptom: In ICM 5.0 only: Primary skill group has preference over default skill group for non- routed calls.
Condition: Agent gets a call from another agent via a direct dialed number.
Workaround: None.
Defect Number: CSCma22894
Component: pg.mer
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Severity: 3
Headline: Termination Call Detail record not generated on some calls
Symptom: Termination Call Detail records are not being generated if an agent immediately logs out after an ACD call.
Condition: ICM version 4.6.1, 4.6.2, 5.0 SR1
Workaround: Agent instructed to wait 5 seconds between hanging up an ACD call and logging out.
Defect Number: CSCma11072
Component: pg.opc
Severity: 3
Headline: Reason code of the Agent_Skill_Group_Real_Time table is reset
Symptom: The reason code in the Agent Realtime table gets reset during transitions to new hour.
Condition: Detected in ICM 4.1. sp5. The issue seems to apply to subsequent ICM releases as well.
Workaround: None.
Defect Number: CSCma24350
Component: pg.opc
Severity: 3
Headline: OPC and OPCTest must support MRD ID in the dump_struct request.
Symptom: OPCTest command 'ds <periphid> /periph <periphid>' may return more than one record. Before 5.0, there was only one peripheral performance record, however post 5.0, there may be multiple based on the number of associated Media Routing domains.
Condition: Observed in 5.0.
Workaround: None.
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Defect Number: CSCma24492
Component: pg.opc
Severity: 3
Headline: State Transfer Initialization does not distinguish build version
Symptom: If the OPC process of each partner PG runs with different build numbers, state transfer may fail by causing OPC to recycle.
Condition: The issue exists in all known versions of ICM.
Workaround: Stop one side to update while the other is running. After the update, stop the other side while starting the updated side. There may be a small window of no-service but the PGs will be stable. Start the other side after the update is completed.
Defect Number: CSCma24079
Component: reporting
Severity: 3
Headline: Unable to display reports
Symptom: "There are no items available because you are not authorized to view this data or the items have not been configured in the ICM database." error is displayed in most of the report categories even though there is data in the ICM database.
Condition: This happens when WebView is installed on an Asian W2K system.
Workaround: Install WebView on an English platform only.
Defect Number: CSCma23104
Component: router
Severity: 3
Headline: HandleTime should not include AnswerWaitTime in Call_Type_Half_Hour
Symptom: In the Call_Type_Half_Hour and Call_Type_Real_Time tables, the HandleTime
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appears to be calculated as follows...
HandleTime = HoldTime + TalkTime + AnswerWaitTime
AnswerWaitTime should not be included, because HandleTime does not start until after a call is answered.
Condition: ICM 4.6.2 HF 3, 28, 29
Workaround: There is no workaround.
Defect Number: CSCma23775
Component: router
Severity: 3
Headline: Call Type ServiceLevel value not re-initialized when no calls routed
Symptom: There are four possible symptoms: 1. In Cisco ICM WebView, the ipcc_caltyp21 report is showing service level values even for half hours where no calls were offered, queued, handled, or abandoned. 2. In Cisco ICM WebView, the ipcc_caltyp22 report is showing service level values even for days where no calls were offered, queued, handled, or abandoned. 3. Scripts that reference call type ServiceLevelHalf values may execute incorrectly. 4. Scripts that reference call type ServiceLevelToday values may execute incorrectly.
Condition: For symptom 1: This occurs in rows where one of the half hour entries in the ipcc_caltyp21 report or the Call_Type_Half_Hour table had calls offered and service level values. Any half hour row entry following that one that has the same call type will incorrectly have service level values even if they do not have any calls offered. As soon as a new call is offered on that call type, the service level information for that next half will be recalculated and will be correct for that half hour. For symptom 2: This occurs in rows where one of the entries in the ipcc_caltyp22 report or the Call_Type_Real_Time table had calls offered and service level values (ServiceLevelToday). Any row on a day following that one that has the same call type will incorrectly have service level today values even if there were no calls offered for that day. As soon as a new call is offered on that call type, the service level information for the row corresponding to the current day will be recalculated and will be corrected. For symptom 3: This will occur if the call type ServiceLevelHalf value is incorrect. The call type ServiceLevelHalf value may be incorrect if for the current half hour there have not been any calls offered, but a one of the previous half hour values did have calls offered and did have a valid ServiceLevelHalf value for that call type. In this case the call type ServiceLevelHalf value will reflect the previous half hour's ServiceLevelHalf value. For symptom 4: This will occur if the call type ServiceLevelToday value is incorrect. The call type ServiceLevelToday value may be incorrect if for the current day there have not been any calls offered, but one of the previous days did have calls offered and did have a valid ServiceLevelToday value for that call type. In this case the call type ServiceLevelToday value will reflect the previous day's ServiceLevelToday value.
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Workaround: For symptoms 1 and 2: If there are zero calls offered for a specific row in the report or the corresponding table, then any service level data for that row can be considered invalid and therefore ignored. For symptoms 3 and 4: For any formula that references call type ServiceLevelToday or ServiceLevelHalf values, you can also check the CallsOfferedHalf/CallsOfferedToday value to make sure that there were really calls offered. Further problem description: Note that call type ServiceLevelTo5 values are not affected by this problem and work as expected.
Defect Number: CSCma23076
Component: router.tools
Severity: 3
Headline: CallTracer dialog truncated on Japanese system
Symptom: CallTracer dialog is truncated.
Condition: This happens when an AW is installed on a Japanese system.
Workaround: Install the AW on an English platform.
Defect Number: CSCma22343
Component: scripteditor
Severity: 3
Headline: Queue to Agent node has incorrect call counts
Symptom: In Queue to agent node the target call counts might not be correct, when the agent expression is used to find the agent.
Condition: Calls going through a Script that has a Queue to Agent node.
Workaround: None.
Defect Number: CSCma23279
Component: scripteditor
Severity: 3
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Headline: Scheduled Scripts Display Based on Local AW Time
Symptom: Scheduled scripts that are scheduled to be active now do not show up in the call type manager.
Condition: This will occur when the local time of the computer that Script Editor is on is different than the central controller time. The Call Type Manager incorrectly displays currently scheduled scripts based on the local time.
Workaround: : Set AW system time to central controller time. Further problem description: As has always been the case, any schedule that's created will always be based on the Central Controller time. The only problem that exists is that Script Editor incorrectly displays which scripts are currently scheduled. The router, however, reads this information correctly.
Defect Number: CSCma24169
Component: scripteditor
Severity: 3
Headline: Script Editor cut and paste fails within nodes
Symptom: Calls routed through wrong DN.
Condition: When copying (ctrl C, ctrl V) a Route Select node property from one node to another, the property does not retain its connection to the appropriate DN node. After the connection is corrected, calls are still routed via the previous connection through the wrong DN node. Workaround: There are two
Workaround: A. Manually set Route Select node properties. Do not copy Route Select node properties from one Route Select node to another. OR B. 1. Copy the Route Select node properties as desired from a node. 2. Paste the results into your favorite text editor (notepad is fine). 3. Copy the results from the text editor and paste them into the properties page of the desired route select node destination. Note: The only issue for workaround B is that the route and translation route info will not get pasted into the destination node. After step 3 you can either manually re-enter the route and translation route selections or go back to the text editor, copy only the route and translation route settings and paste them again into the desired destination.
Defect Number: CSCma22512
Component: aw
Severity: 4
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Headline: Odd shaped script boxes and non connected lines
Workaround: None.
Resolved Caveats in ICM 5.0(0) SR1
This section contains a list of significant defects resolved in ICM 5.0.(0) SR1. These fixes are automatically rolled into each subsequent ICM 5.0.(0) service release. Defects are listed by severity and then by component.
Defect Number: CSCma23372 Severity: 2Component: cg.ctiserverHeadline: DTMF requests don’t work
Symptom: DTMF requests did not work for CTI applications.
Condition: This problem occurred with CTI applications built before 5.0. An error occurred when ICM software sent the SEND_DTMF_SIGNAL_REQ message to a 5.0 CTI Server.
Defect Number: CSCma23162
Severity: 2
Component: router
Headline: Router unexpectedly restarted after Media Routing Domain is added
Symptom: The ICM Router unexpectedly exited after a Media Routing Domain was created.
Condition: The Router unexpectedly restarted when the following steps occurred:
1. A Media Routing Domain was deleted.
2. A new Media Routing Domain was created with the same name as the previously deleted Media Routing Domain.
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Defect Number: CSCma23221
Severity: 2
Component: pg.opc
Headline: DeliveredEventResetASACalculation registry setting did not calculate correctly
Symptom: ICM did not calculate the value of the AnswerWaitTimeToHalf in Service_Half_Hour database table correctly.
Condition: This problem occurred with ICM 4.1.5, after test hotfix was applied.
Defect Number: CSCma23096
Severity: 2
Component: pg.opc
Headline: OPC logs out 5 agents per second during PG failover
Symptom: If the network cable attached to the active CTI Manager was disconnected while 500 agents were logged in, the system took 4 minutes to fail over from PG Side A to PG Side B.
Condition: This problem occurred on a Duplexed CallManager PG on a CallManager Cluster with 500 active agents. The network cable attached to the CallManager was disconnected.
Defect Number: CSCma23366
Severity: 2
Component: cg.ctiserver
Headline: CTI Server failed with error in AddSocketToDescriptor
Symptom: CTI Server failed with the following string in the trace message: Fail: TransportProtocol::AddSocketToDescriptor: Duplicate add of socket to select descriptor
Condition: This problem occurred in ICM 4.6.2 with Hot Fix 79 and 85 installed. The problem occurred when there was a sudden high load of messages from CTI Server to the client.
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Note: This defect affected only those users attempting to decouple WebView from an Admin Workstation.
Defect Number: CSCma23379
Severity: 2
Component: pg.eapim
Headline: Personal Callback in Blended Agent did not work with IPCC
Symptom: The Personal Callback feature of Blended Agent did not work in IPCC configurations. When a Personal Callback was scheduled, the designated agent entered the reserved state at the desired time, but did not receive a reservation call. The agent could not launch the personal callback.
Condition: This problem occurred with Blended Agent on IPCC.
Defect Number: CSCma23116
Severity: 2
Component: pg.aspevt
Headline: Aspect Contact Server PIM should not send Event Monitor Req to CMI Server
Symptom: Multiple clients to the Aspect CMI Server did not see events properly when the Aspect Contact Server PG was in use.
Condition: This problem occurred on ICM /Aspect Contact Server configurations, where multiple applications used the same CMI server.
Defect Number: CSCma23156
Severity: 2
Component: setup
Headline: Disabled 4.6.2 user enabled in 5.0 after conversion
Symptom: After the user ran the domain conversion tool domcvt.exe to convert the ICM users from the old domain in ICM 4.6.2 to the new domain in ICM 5.0, users originally disabled in 4.6.2 were enabled in 5.0.
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Condition: This problem occurred after an ICM 4.6.2 to ICM 5.0 upgrade
Defect Number: CSCma23266
Severity: 2
Component: reporting.WebView.ICM
Headline: ICM WebView ODBC connection to a remote HDS is not persistent on reboot.
Symptom: If ICM WebView was directed to a remote HDS, the ODBC connection was reset to the default (local) HDS on reboot.
Condition: After the ODBC connection for WebView historical database was changed to point to an external HDS server, the connection was reset to the default (ICM setup) when ICM services were restarted.
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Defect Number: CSCma23010
Severity: 2
Component: reporting.job.scheduler
Headline: Job Scheduler reports can’t be exported with HTTPS connection
Symptom: When a HTTPS connection was used, scheduled reports did not run at the scheduled time. Reports were not generated, printed, or saved.
Condition: This problem occurred in ICM installations where secure socket communication (https) was used instead of http.
Defect Number: CSCma23418
Severity: 2
Component: setup
Headline: Translation Route Wizard does not work correctly.
Symptom: The Translation Route Wizard displayed the following error when trying to activate: "Registry entry not found for the ICM Root directory. Application will close!"
Condition: This problem occurred in ICM 5.0 Administrator Workstations upgraded from a 4.6.x version.
Defect Number: CSCma22573
Severity: 3
Component: scripteditor
Headline: Script Editor real-time-data falsely shows agent as available in 2nd MRD.
Symptom: Script Editor real-time data showed Available agent states when the agent is not available.
Condition: This problem occurred with agents who were logged into two MRDs. If the agent state was Talking in the first MRD, the Script Editor displayed agent state as Available in the second MRD.
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Defect Number: CSCma23424
Severity: 3
Component: pg.eapim.jtapigw
Headline: SingleStep transfer of conference failed in partitioned CallManager
Symptom: When an agent performed a blind transfer on a conferenced call to a new target, the agent received an error in the JtapiGW process.
Condition: This problem occurred with ICM 4.6.2 and 5.0. It occurred when agents performed a blind transfer on a conferenced call to a new target.
Defect Number: CSCma14203
Severity: 3
Component: reporting.templates.ipcc
Headline: ipcc_persvc20 - Routed to Agent field was not incremented
Symptom: The Routed to Agent field was not incremented in ipcc_persvc20 reporting template.
Condition: This problem occurred with ICM 4.6.2 WebView
Defect Number: CSCma18248
Component: router
Severity: 3
Headline: 15+ second latency for task message sequences with 20 task/sec loa
Symptom: Task routing may slow down and some tasks may even be dropped because of the latency in routing. The issue is more apparent if the database configuration is large and periodic data backup rate is set too low.
Condition: Issue was noticed during task routing in ICM version 5.0.
Workaround: Set the following registry keys in PGxx\PG\CurrentVersion\OPC\OPIData to
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zero: AgentSkillGroupTmpFileFrequency AgentTmpFileFrequency NetworkTrunkGroupTmpFileFrequency PeripheralTmpFileFrequency RouteTmpFileFrequency ServiceTmpFileFrequency SkillGroupTmpFileFrequency TrunkGroupTmpFileFrequency
Defect Number: CSCma23126
Component: router.tools
Severity: 3
Headline: Check Routes Tool Does Not Detect Routes In Queue To Agent Node
Symptom: The Check Routes tool does not display any routes for a script even though the script definitely has routes.
Condition: This can happen when the routes are in a Queue to Agent node. The check routes tool is not correctly displaying routes that exist within a Queue to Agent node.
Workaround: None.
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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).
Documentation Feedback
If you are reading Cisco product documentation on the World Wide Web, you can submit
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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 ConnectionCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-9883
We appreciate your comments.
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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, but most business operations continue.
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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.
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