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Cisco ICM 5.0, Service Release 5

Release Notes

1/30/2004

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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


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


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.


http://www.cisco.com/kobayashi/sw-center/telephony/icm/icm50-planner.shtml

http://www.cisco.com/kobayashi/sw-center/telephony/icm/icm50-planner.shtml

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

Win

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e Pa

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SQL

Serv

er

2000

SP4 SP3a


http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm

http://www.cisco.com/univercd/cc/td/doc/product/icm/acdsup/index.htm

http://www.cisco.com/application/pdf/en/us/partner/products/ps1844/c1225/ccmigration_09186a0080135777.pdf



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)


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.


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


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.


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.).


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.


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.


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.


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.


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.


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.


Severity: 3

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


http://www.cisco.com/support/bugtools/Bug_root.html

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


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.


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.


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..


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:






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


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

Cisco ICM 5.0(0) SR5 Release Notes Resolved Caveats in this Service Release 21

http://webddts.cisco.com/ddts/ddts_main?bug_id=CSCec42745&REMOTE_USER=hachen&LastForm=DumpBug

http://webddts.cisco.com/ddts/ddts_main?bug_id=CSCma25594&REMOTE_USER=hachen&LastForm=DumpBug




http://www.cisco.com/support/bugtools/Bug_root.html

Cisco.com


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











http://webddts.cisco.com/ddts/ddts_main?LastForm=DumpBug&bug_id=CSCec42866













Cisco.com


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


http://webddts.cisco.com/ddts/ddts_main?LastForm=DumpBug&bug_id=CSCma26663


















http://webddts.cisco.com/ddts/ddts_main?bug_id=CSCeb58940&REMOTE_USER=hachen&LastForm=DumpBug



Cisco.com


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
























Cisco.com


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'.


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.


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


Component: alarmtracker

Severity: 3

Headline: Alarm Tracker client displays SS7 NIC alarms as unmapped


Cisco.com

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."


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.


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.


Cisco.com


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.


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.


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.


Cisco.com


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



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



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


Cisco.com


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.


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.



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.


Cisco.com

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.


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.



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.


Component: ba.dialer.g3

Severity: 6

Headline: Outbound Option does not recognize colored tones in S. Korea


Cisco.com

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.


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.


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.


Component: aw.config.list

Severity: 2


Cisco.com

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.


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.


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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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.



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


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


Cisco.com

don't support rev 1.12.


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.


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


Component: pg.opc

Severity: 3

Headline: AnswerWaitTime includes calls that have not been answered/handled


Cisco.com

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


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.


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.




Cisco.com

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


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.


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



Cisco.com

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.


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.


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.


Cisco.com



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



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.



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.



Cisco.com

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 ""


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.


Component: pg.spectrumpim

Severity: 3

Headline: Spectrum V8 cannot use more than 6 logout reason codes

Symptom: Agent receives Generic Operation Rejection error.


Cisco.com

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.


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.



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.



Severity: 2

Headline: CTIOS agent desktop remains in talking state after web callback.


Cisco.com

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.


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.



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.


Component: router

Severity: 1


Cisco.com

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.



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.


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.


Component: pg.opc


Cisco.com

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


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.


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


Component: reporting.data.accuracy


Cisco.com

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


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



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 ).




Cisco.com

Severity: 3

Headline: ControlFailure received for answer req after Snapahot req to CTIOS

Symptom: Answer failed after snapshot request.

Condition: ICM 5.0 SR3


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.


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.


Cisco.com


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



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.


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.


Cisco.com


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



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


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.


Cisco.com


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.



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.


Component: aw

Severity: 2

Headline: Script Editor is extremely slow to enter edit mode & to save.


Cisco.com

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.


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


Component: pg.eapim

Severity: 3


Cisco.com

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.


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.


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)


Cisco.com


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


JPN: Clicking Logout in WV shows two IE script errors

CSCma25819 3 reporting.webview.I ICM 5.0 - Webview Initial Job Sched Browser Download


Cisco.com


CM Fails


drill down does not work with persvc27 into routes01


Empty Agents Real Time reports


Exporting EventViewer Data to HTMLTable format exports junk chars


EventViewer Opens with wrong dates for langs with DDMMYY format


Date and Month gets reversed for EV date change page for DDMMYY plat


Saved historical reports - reverses dates-months on DDMMYY platform


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.


Component: router


Cisco.com

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


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.


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.


Component: aw.config.ba


Cisco.com

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.


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.


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.


Cisco.com


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.



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


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.



Cisco.com

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



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 .



Severity: 2

Headline: CTIOS Loses Call Control For Call Xfered From Unity Pilot Point

Symptom: Agent controls grayed out.


Cisco.com

Condition: Call is transferred by Unity voice port to IPCC Enterprise agent on another cluster. CM 3.2(3) JTAPI 1.3-1.34



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.



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.


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.


Cisco.com

Condition: ICM version 4.6.2 with Symposium version 4.2 using Periphonics VRU's



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.


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.


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


Cisco.com


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.


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.


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


Cisco.com

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.


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.



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.



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.""


Cisco.com

Condition: ICM 5.0 WebView documentation


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.



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.


Component: localization

Severity: 3

Headline: Report templates require localization in CHS and KOR

Symptom: Report templates are not localized in Chinese and Korean.


Cisco.com

Condition: WebView displays English reports on both Chinese and Korean systems.



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


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.


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


Cisco.com

state Direct dialing causes auto-answer to occur when it shouldn't.


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).



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.



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


Cisco.com

December 8.

Condition: WebView server connected to database (MS SQL) with date format as 'yyyy-dd-mm' (French, British-Eng...).



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.



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.



Severity: 3

Headline: Bad characters for French accentuated words when drilling down in service


Cisco.com

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.



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.



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



Severity: 3

Headline: Empty Agents Real Time reports

Symptom: Empty real time reports in WebView


Cisco.com

Condition: In Webview, no data is displayed for the following realtime reports: - Agents by Peripheral, - Agents by Team, - Agents by Agent.



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...).



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...).



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.


Cisco.com

Condition: Occurs on 5.0 SR 3 or older.



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.



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.



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...).


Cisco.com


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.


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


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.


Cisco.com


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.


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_



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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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.



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.



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.


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.


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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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.


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.


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.


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.


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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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.


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.


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.



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.



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.



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.



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.



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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.


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.



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.



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.



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.



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.



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


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.


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.



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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.


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.


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.


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.


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).



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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.




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


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.



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.



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.


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.


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.


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.


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.



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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.



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.


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.



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.



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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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.


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.



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.



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Workaround: None.



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.


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.



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.



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.



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.


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.


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.


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.


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.


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.


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.


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.



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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.



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.


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.



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.



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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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.



Severity: 3

Headline: ECSPIM asserts with DrWatson error RemoveConfigAgent

Symptom: PIM Asserting

Condition: ICM 4.1.5 Build 06336

Workaround: None.



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.


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.


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.


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.


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.


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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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.



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.


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.


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.


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.


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.



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.



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.


Component: aw

Severity: 4


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Headline: Odd shaped script boxes and non connected lines

Workaround: None.



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.


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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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.


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.


Severity: 2


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.


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.


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.


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


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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Severity: 2


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.


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.


Severity: 3


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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Severity: 3


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.


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


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


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


http://www.cisco.com/go/subscription

http://www.cisco.com/cgi-bin/order/order_root.pl

http://www-europe.cisco.com/

http://www-china.cisco.com/


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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 [email protected].

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.

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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.


http://www.cisco.com/tac


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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.


http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

http://www.cisco.com/tac/caseopen

http://www.cisco.com/register/

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