icm 5.0(0) sr8 release notes · web viewrelease notes. updated 4/04/2005 the specifications and...

Cisco ICM 5.0(0), Service Release 9

Release Notes

Updated 4/04/2005

Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp://www.cisco.comTel: 408 526-4000

800 553-NETS (64387)Fax: 408 526-4100

http://www.cisco.com/

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StrataView Plus, TeleRouter, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0502R)

Cisco ICM Software: Service Release 9 for ICM Software Version 5.0(0) Copyright © 2005, Cisco Systems, Inc.All rights reserved

Cisco ICM 5.0(0) SR9 Release Notes Installing ICM 5.0(0) SR9 2

Table of Contents

About this Document....................................................................................................................5

About Cisco ICM and ICM Service Releases..............................................................6

ICM 5.0(0) SR9 Compatibility and Support Specifications.........................................7ICM Version Support...............................................................................................................8ICM Component Support........................................................................................................9Cisco Security Agent............................................................................................................10International Support...........................................................................................................11Special Installation Instructions for International Customers...............................................11

ICM Service Release Installation Planning.............................................................16When to Install an ICM Service Release...............................................................................16Installation Order for ICM Components................................................................................16ICM Service Release Installation Checklist...........................................................................16

Installing ICM 5.0(0) SR9......................................................................................18How to Deploy ICM Service Releases on a Duplexed ICM....................................................18How to Install ICM 5.0(0) SR9...............................................................................................18How to Install ICM 5.0(0) SR9 Additional Features...............................................................21Infomaker 8.0.4.10784 upgrade procedure.........................................................................22

Uninstalling ICM 5.0(0) SR9..................................................................................24

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

Reporting Improvements..........................................................................................27

Known Caveats in this Service Release.................................................................33

Resolved Caveats in this Service Release..............................................................39Resolved Caveats in ICM 5.0(0) SR9....................................................................................40Resolved Caveats in ICM 5.0(0) SR8....................................................................................45Resolved Caveats in ICM 5.0(0) SR7....................................................................................53Resolved Caveats in ICM 5.0(0) SR5....................................................................................67Resolved Caveats in ICM 5.0(0) SR4....................................................................................70

Obtaining Documentation....................................................................................74


World Wide Web..................................................................................................................74Documentation CD-ROM......................................................................................................74Ordering Documentation.....................................................................................................74Documentation Feedback....................................................................................................75

Obtaining Technical Assistance............................................................................76Cisco.com.............................................................................................................................76Technical Assistance Center................................................................................................76


About this Document

This document provides installation instructions for Cisco ICM 5.0(0) Service Release 9. It also contains a list of ICM 5.0(0) issues resolved by this service release. Please review all sections in this document pertaining to installation before installing the product. Failure to install this service release as described may result in inconsistent ICM behavior.

This document contains these sections:

About Cisco ICM and ICM Service Releases ICM 5.0(0) SR9 Compatibility and Support Specifications ICM Service Release Installation Planning Installing ICM 5.0(0) Uninstalling ICM 5.0(0) SR9 Running Setup.exe from the ICM CD in a Service Release Environment Reporting Improvements Known Caveats in this Service Release Resolved Caveats in this Service Release Obtaining Documentation Obtaining Technical Assistance


About Cisco ICM and ICM Service Releases

Cisco ICM software is a component of Cisco IPCC Enterprise, Cisco ICM Enterprise, and Cisco ICM Hosted Edition. ICM Service Releases deliver code updates that resolve issues in ICM software. They are made available as part of the ICM software maintenance strategy.

Service Releases for particular ICM versions are cumulative; they include code updates present in all earlier Service Releases for their respective version.

For more information on the ICM software maintenance strategy, see the Cisco ICM/IPCC Enterprise Maintenance Support Strategy, available at: http://www.cisc.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) SR9 Compatibility and Support Specifications

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

ICM Version Support

ICM Component Support

International Support


ICM Version Support

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

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

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


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

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

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

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



ICM Component Support

An ICM 5.0(0) service release installs files that resolve caveats on different ICM 5.0(0) components. The installation program automatically detects the components installed on a machine and installs only those files specific to those components.

This section lists the ICM components on which this service release can be installed, and those on which it cannot.

Supported ICM Components

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

ICM Admin Workstations (AWs)

ICM CallRouters

ICM Loggers

ICM Peripheral Gateways (PGs)

Note: ICM 5.0(0) SR9 must be installed on all of the components listed above. Installing this patch on only some of these components in an ICM system can result in inconsistent behavior in the ICM software.

ICM Components Unaffected by the Service Release

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

Cisco Collaboration Server Dynamic Content Adapter (DCA)

Cisco Computer Telephony Integration Object Server (CTI OS)

Cisco E-Mail Manager Option (CEM)(Cisco E-Mail Manager Service Releases can be downloaded at:http://www.cisco.com/kobayashi/sw-center/contact_center/ccs/emailmgr50.shtml)

Cisco Media Blender (CMB)

Cisco Web Collaboration Option (CCS)


http://www.cisco.com/kobayashi/sw-center/contact_center/ccs/emailmgr50.shtml

Cisco Security Agent

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

http://www.cisco.com/cgi-bin/tablebuild.pl/csa10-crypto

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

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

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

New Features

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

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

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/cw2000_b/vpnman/vms_2_2/csa_4_0/


http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/cw2000_b/vpnman/vms_2_2/csa_4_0/

http://www.cisco.com/cgi-bin/tablebuild.pl/csa10-crypto

International Support

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

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

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

Service Release 7 No new localization is added. Extensive change to Reporting has temporarily affected prior localizations. Please see “Reporting Localization” below.

Service Release 5 No new localization is added.

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

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

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

Service Release 1 No localization support included.

Special Installation Instructions for International Customers

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

For UK Customers

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


LocalSQLUser

Follow these steps to setup the default language:

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

(2) On the left panel of Enterprise Manager,

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

* Double click "Security"

* Click "Logins"

(3) On the right panel of Enterprise Manager

* Right click <Computer Name>\LocalSQLAdmin

* Click "Properties" to bring up the Properties dialog

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

(4) On the right panel of Enterprise Manager,

Repeat Step (3) for <Computer Name>\LocalSQLUser.

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


2. For UK and French Canadian Customers

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

2.1 Find the user name of the Jaguar server:

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

(2) Click "Manage" to bring up Computer Management window (3) At the left panel of Management window, * Expand "Services and Applications" * Click "Services" (4) At the right panel of Management window, * Right click "Jaguar" * Click "Properties" to bring up the Properties dialog, as shown as follows:

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

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


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

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

There is a list of sub-folders under this registry key. Open each of these folders, looking for the Jaguar server user name to appear in the Data column for the ProfileImagePath. The name of the folder in which the Jaguar server user name appears if the SID. Note the SID, especially the last digists which differentiate the SID from the names of the other folders.

2.3 Change the date format for Jaguar service

In Registry Editor, go to HKEY_USERS/ <SID of the user>/ International. Double-click the sShortDate field. The Edit String dialog box appears. * Enter d/M/yyyy on UK system. * Enter yyyy/M/d on French Canadian system * Click OK.

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


3. Default Language for IE Browser

The date format used by WebView is determined by the language setting in the IE browser. For example, if the language setting of the IE browser is en-us, WebView display date in mm/dd/yyyy format.

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

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

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

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

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


ICM Service Release Installation Planning

This section provides information to help you understand when to install an ICM service release and the tasks it involves. It contains these subsections:

When to Install an ICM Service Release

Installation Order for ICM Components

ICM Service Release Installation Checklist

When to Install an ICM Service Release

Installing an ICM service release requires temporarily stopping all ICM services and processes on your ICM components (Loggers, CallRouters, etc.). Therefore, to limit impact to a live ICM system, you should schedule and install ICM service releases during a maintenance period when your ICM system is out of production.

Installation Order for ICM Components

ICM service releases do not need to be installed on ICM components in a specific order. However, to avoid a temporary situation of mismatched components, you should install service releases on the set of components comprising the Central Controller (CallRouter and Logger), Distributor, and Admin Workstation at the same time. Peripheral Gateways should be patched as soon as possible, but can be patched after the Central Controller and Admin Workstation have been restarted.

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

ICM Service Release Installation Checklist

Deploying an ICM Service Release requires the following general tasks:

Schedule a maintenance period for installation: Because ICM service release installation requires bringing down an ICM system, schedule service release installation for a maintenance period when your ICM system is out of production.

Determine which ICM components require service release installation: Consult the ICM 5.0(0) SR9 Compatibility and Support Specifications section of this


document to determine on which ICM components this service release should be installed.

Inventory ICM nodes targeted for service release installation: Take an inventory of all ICM nodes on which this service release will be installed. If you are installing this service release on a duplexed ICM system, consult the How to Deploy ICM Service Releases on a Duplexed ICM section of this document for the correct order in which the installation must be applied to each side.

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

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

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


Installing ICM 5.0(0) SR9

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

How to Deploy ICM Service Releases on a Duplexed ICM

How to Install ICM 5.0(0)

How to Install ICM 5.0(0) SR9 Additional Features

How to Deploy ICM Service Releases on a Duplexed ICM

If you are installing this service release on a duplexed ICM system, you must install ICM service releases on one side at a time, following the order described below:

1. Install the service release on all Side A nodes, following the steps described in How to Install ICM 5.0(0) .

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

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

3. Restart ICM services on all Side A nodes. Ensure that the newly patched system is running with no errors in Simplex mode.

4. Once you have confirmed that Side A is working correctly, install the Service Release on Side B nodes following the steps described in How to Install ICM 5.0(0) .

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

How to Install ICM 5.0(0) SR9

Follow these steps on each ICM component on which you install this service release:

1. Log in to the ICM node under an account with administrator privileges to the local machine.

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:

Note: For international Chinese and Korean customers only:

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

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

ii. Stop the Jaguar service

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

This step involves the following:

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

* At General tab, click Delete Files

* Check Delete all offline content

* Click OK

* Click OK

iv. Close all Internet Explorer applications including WebView Reporting.

v. Delete the following directories:

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

<icm_root_directory>\web\webview\reporting\_<ICM instance name> for each instance directory.

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

Note: After it starts, the ICM Service Release installer may disappear from the screen for about one minute. Then it displays a gray screen which can be up to 90 seconds before it displays text. During these times, the system displays no other visual indicators that the installer is running. This is normal behavior and does not signify a “hung”


installer.

Therefore, allow at least three minutes before suspecting a hung installer. If after this period you do suspect that the installation has hung, use Windows 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.

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

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

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, grant Modify permissions to the Internet Guest Account (IUSR_ user) on the <Sybase EA Server Install Directory>\html\classes\com\cisco\atg folder (usually C:\Program Files\Sybase\EAServer\html\classes\com\cisco\atg) from the Security tab of the Properties dialog for that folder.

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) SR9 Additional Features

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

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

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

A. Include Symposium PGs

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

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

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

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\ICM\<ICM InstanceName>\PG<x>\SymposiumVersion

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

How to Resolve CSCma23632 at DEFINITY ACD Sites

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

A. Include Definity PGs

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

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

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

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

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


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

Infomaker 8.0.4.10784 upgrade procedure

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

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

1. The Infomaker software is available in http://downloads.sybase.com/.

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

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

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

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

6. Copy the following folders into that backup folder: C:\Program Files\Sybase\Infomaker 8.0 C:\Program Files\Sybase\Shared\PowerBuilder C:\Program Files\Sybase\Shared\MerantODBC

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

8. Run the 8.0.4 (10501) installable first.

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

10. Reboot the machine.

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

12. Reboot the machine.

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


http://downloads.sybase.com/

Uninstalling ICM 5.0(0) SR9

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

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

To function properly ICM 5.0(0) SR9 must be installed on all the ICM components it supports. Therefore, if you remove it from one node in a system and do not plan to reinstall it, you should remove it from all other nodes as well.

To uninstall ICM 5.0(0) SR9, perform the following steps on each ICM node on which it is installed:

1. Log in to the ICM node under an account that has administrator privileges to the machine.

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

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

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

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

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

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

8. Click Change/Remove.

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

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

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

10. Restart all ICM services on the node.

11. If the node is an ICM Distributor, Logger, or Admin Workstation, start ICMDBA and open


tools and applications that you closed, as desired.

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

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

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


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

The following information pertains to ICM Releases 4.6(2) and above:

Subsequent to an initial installation of ICM on a node, you may need to rerun Setup.exe from the ICM CD. Typically, this occurs when you want to add additional ICM components (loggers, routers, etc.), something which can only be accomplished by running the CD version of Setup.

Potential issues can arise when the CD version of Setup.exe is run on ICM nodes on which Service Releases and/or Engineering Specials have been applied. The CD version of Setup may overwrite files that were modified by the SR or ES installation. In ICM versions prior to 6.0, Setup.exe does not provide notification or warning of this potential risk.

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

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

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

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

SR2_ES20 SR2_ES10 SR2 SR1_ES20 SR1_ES10 SR1

The uninstall program will prevent you from removing patches in an incorrect order.

2. Run Setup.exe from the ICM CD, adding components and/or making other configuration changes, as desired.

3. After adding components and prior to exiting Setup, click the Upgrade All button to upgrade all ICM instances on the node.

4. Reinstall ICM Service Releases and/or Engineering Specials, following the installation instructions provided in their Release Notes.


Reporting Improvements

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

Cosmetic Changes and Additions to Reports

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

Usability improvements have been made throughout the report templates:

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

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

o Columns have been renamed for clarity and consistency

o Summary rows have been added to provide an overview

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

o Agent State Times are more clearly indicated as such

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

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

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

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

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


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

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

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

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

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

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

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

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

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

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

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

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

Two reports for Outbound Option (formerly Blended Agent) have been added: a Valid


Campaign Dialing Times Report (campqry03) and a Valid Query Rule Dialing Times Report (campqry04).

Data Changes and Removals from the Reports

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

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

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

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

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

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

Template Specifics Summary

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

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

Agent reports:

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

Call type reports:


caltyp05, caltyp20-24

Peripheral reports:

periph04-05

Skill group reports:

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

Service reports:

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

Outbound Option (formerly Blended Agent) reports:

camqry10-11, dialer10

Other reports:

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

Outbound Option (formerly Blended Agent) states now tracked

Agent reports:

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


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

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


Agent reports:

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

Call type reports:

caltyp05, caltyp20-24

Peripheral reports:

periph04-05


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

Service reports:

entsvc03, entsvc08, entsvc24, persvc03, persvc08, persvc26

Outbound Option (formerly Blended Agent) reports:

camqry01-02, camqry10-11, dialer10

Other reports:

routes08, scrque01

Completed Tasks grouping added (discussed above)

Agent reports:

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


Call type reports:

caltyp21-22


entskg25-26, perskg25-26


Known Caveats in this Service Release

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

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: CSCsa68449

Severity: 2

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

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

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

Workaround: None.

Defect Number: CSCma54668

Severity: 2

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

Symptom: The user list tool window is getting closed.

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

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


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


Severity: 3

Headline: DMS100 Simulator crashes while executing the Post Route scenario

Symptom: DMS 100 Simulator crashes

Condition: While doing the Post Route with the following steps:1.An inbound call is received by ACD group 25002.The inbound call is redirected to ACD group 25013.The inbound call is released by the caller (redirected)4.An Inbound call is offered to Agent 25815.Agent 2581 answers the call with a talk time for 5 seconds6.Agent 2581 releases the call7.An inbound call is received by ACD group 25008.The inbound call is redirected to ACD group 25019.The inbound call is released by the caller (redirected)10.An Inbound call is offered to Agent 257811.Agent 2578 answers the call with a talk time for 10 seconds12.Agent 2578 releases the call13.An inbound call is received by ACD group 250014.The inbound call is redirected to ACD group 250115.The inbound call is released by the caller (redirected)16.An Inbound call is offered to Agent 258117.Agent 2581 answers the call with a talk time for 10 seconds18.Agent 2581 releases the call

Workaround: None.


Severity: 2

Headline: Agent unable to complete transfer from softphone

Symptom: Agent unable to complete transfer from softphone

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

Workaround: Complete the transfer from hard phone.



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

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

ipcc_agteam20.srd

ipcc_agteam28.srd

ipcc_peragt20.srd

ipcc_peragt28.srd


ipcc_agtper20.srd

ipcc_agtper28.srd

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

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

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

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.


Defect Number: NA

Severity: NA

Headline: WebView Stops Generating Reports in Localized Language

Symptom: ICM 5.0(0) SR7 installation may cause WebView to stop generating reports in localized languages.

Condition: Occurs on WebView AWs following an ICM 5.0(0) SR7 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..


Severity: 3

Headline: Custom Screen Builder window crashes with Infomaker 8.0.1/.4

Symptom: Infomaker window crashes while trying to edit custom reports.

Condition: New installation of Infomaker 8.0.1 or 8.0.4 on a machine with release 6.0 SR2 or later, or 5.0 SR9 and later.

Workaround: This bug results from not installing the correct InfoMaker version for WebView. The steps for how to upgrade to the proper InfoMaker version are described earlier in this document in the section titled Infomaker 8.0.4.10784 upgrade procedure


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

Resolved Caveats in this Service Release

This section provides a list of significant ICM defects resolved by this service release. It contains these subsections:

Resolved Caveats in ICM 5.0(0) SR9





5.0(0)SR1,SR2,and SR3 release notes can be downloaded from www.cisco.com

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

Cisco ICM 5.0(0) SR5 Release Notes Resolved Caveats in this Service Release 38

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

Cisco.com


This section lists caveats specifically resolved by ICM 5.0(0) SR9. 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 then by severity.Identifier Severity Component Headline

CSCsa37943 2 aw.config launcher.exe crashes with drwtsn32.logCSCsa27417 3 aw.config.regions Default Regions can't be deleted or renamed

CSCsa25170 3 aw.trans.route.wizTranslation Wizard crashes with App Err when adds DNIS on JPN platform

CSCma29644 3 aw-bulk.configBulk Edit window crashes after using partitioning security dialog

CSCsa32808 2 ba.dialer.ipccIP Dialer in infinite HandleErrorEvent() loop - takes 35% of CPU

CSCsa39049 3 call-tracerConfig Reload with CallTracer will mess up next Send Call if Network Trn

CSCma26299 3 call-tracer ICM 5.0 SR3 Call Tracer has no Send Call button

CSCsa38851 3 call-tracerPosition to Node in Call Tracer not working if GotoScript in the Script.

CSCsa38267 3 call-tracer Call Tracer Dialed Number Selection

CSCsa32997 3 cg.ctiserverCTI SVR CD_update tracing can't be disabled after starting process

CSCsa28864 1 db.HDS.migrationHistorical data doesn't update after upgrade due to dup rows in HDS DB

CSCsa36731 3 db.loggerRecovery process on logger sometimes restarts during backup

CSCsa39697 3 documentation Online Help for entskg06 and entskg07 needs to be added

CSCsa43654 4 documentationDoc. changes for FTE caluculation and header changes entskg08

CSCsa43657 4 documentationDoc changes for Avg.HoldTime, column and Header changes on agent reports

CSCsa34771 3 inetscriptedInternet Script Editor crashes with multiple steps execution in calltrac

CSCsa31368 3 internationalJPN: WV: report template name is corrupted in Agent > By Agent

CSCsa28086 3 internationalJPN: WV: English button label in Event Viewer Export Report screen

CSCma29132 3 internationalJPN: Report description not allowed in Japanese when saving

CSCsa27637 3 international JPN: SE: Eng items remain in Call Type ManagerCSCsa22065 3 netgwy.inap InapGate sends ActivityTest when local SSN is ProhibitedCSCsa19027 3 nic.crsp Router pegs error code vs Abandoned Call in Router Queue

CSCsa43152 4 on-line-helpDocument the change for Job Scheduler report selection page

CSCsa37268 3 patchAutoupdate feature is on by default when JRE 1.4.2_03 is installed


http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsa37268





http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCma29132



















Cisco.com

CSCsa35328 3 pg.alcatel Problem with PIM tracing hex messagesCSCsa34767 3 pg.aspect ASPEVPIM crashes

CSCsa47119 2 pg.aspevtASPEVPIM crashes with DrWatson entry HandleProcessKeyReqResp

CSCma29897 2 pg.definity ECS Pim crashing after CVLAN Upgrade

CSCsa29969 2 pg.definityupgrade 4.6.2 sr-2 the trunk group info is missing in CallingDeviceID fi

CSCsa39519 2 pg.definity ECS PIM asserts with Drwatson entryCSCsa31421 3 pg.definity CTI Server apparently delaying events

CSCsa26280 6 pg.definityPerformance degradation (3rd Party) after reaching max association limit

CSCsa36729 3 pg.dms100EMS messages for CCSG process not in 4.6.2 format--cannot use dumplog to

CSCsa36929 3 pg.dms100 4 minutes delay in detecting the link failure

CSCma29415 3 pg.dms100Calls seem stop routing correctly when the system peaks at 5 call/se

CSCsa40792 2 pg.eapim EAPIM crashes on ConnectionCleared eventCSCsa53460 2 pg.eapim EAPIM crashes with DrWatson entry

CSCsa26118 3 pg.eapimReporting issue when same external number conferenced in twice

CSCsa19700 3 pg.eapimHandledCallsAfterCallTimeToday changes when held call is handled

CSCsa42429 3 pg.eapimCTI Server not relaying RTP event from CM when using IP softphone

CSCsa39995 3 pg.eapim Dynamic changing the supervisor of an Agent

CSCsa34763 2 pg.eapim.jtapigwAgent desk top problem with IPCC 4.6(2)SR3 and CM 3.2(3) with IP IVR

CSCsa22220 2 pg.eapim.jtapigwAgent Transfer on IVR redirect causes no call on desk top, DT aborts

CSCsa51777 2 pg.eapim.jtapigw Agents Stuck in state after call is transferred.CSCsa32523 3 pg.eapim.jtapigw CTIOS Time Out on Supervisor AssistCSCma27754 3 pg.eapim.jtapigw Only 1 RTP_STARTED event for calls

CSCsa50722 2 pg.opcNIC timeout occurs because of OPC treatment of unconfigured skillgroups

CSCsa27713 2 pg.opc We see RouterCallsQNow:1 but LongestRouterCallQNow:0

CSCsa23247 2 pg.opcOPC Assert - DrWatson reports - on function: Agent::SetNetworkTargetID

CSCma30012 2 pg.opc On incoming tranfer from other agent to Q buttons grey out

CSCsa51843 3 pg.opcOPC Data Update saves only the last information in the temp files

CSCsa37563 3 pg.opcSome Call Disposition 26 should be counted as handled in the CallType

CSCsa48692 3 pg.opcPeripheral HH more than 1800 seconds when PG-CC connection reconnected

CSCsa26829 3 pg.opc OPC exits when invalid ECC var size is detected for a call

CSCsa35250 3 pg.opcOPC get missing data registry key does not send Agent Half Hour Data

CSCsa33234 3 pg.opc OPC Asserts when clearing conference call

CSCma29504 3 pg.opcWrong pegging on a service for a transfer via CTI post route flag

CSCma29765 3 pg.opcAgentSkillTargetID is null for an reverse conference/transfer call

CSCsa34897 3 pg.opcOPC asserting multiple times a day - function: ProcessNetTakeBacknXfer





































Cisco.com

CSCsa49785 3 pg.opc Route Config issue causing assertion on CallManager PGCSCsa41328 3 pg.opc OPC asserts. ClearConferencedCallListCSCsa37418 3 pg.spectrumpim Failure to write ANI to Variable1CSCsa41918 3 pg.symp Call object is not deleted normally.CSCsa30275 3 pg.symp Answer indication of an outbound transfer.

CSCma28057 2 pg.symp.noseipimConsult call prematurely cleared when original caller hangs up

CSCsa44873 3 pg.symp.noseipim New DLLs Needed for Symposium Server 5.0

CSCsa32193 3 reporting.templateentskg07 eliminated in 5.0 w/o suitable replacement; make enhancements

CSCsa38875 3 reporting.templateAvg. Hold Time calculation should include inbound ACD calls only

CSCsa33047 3 reporting.templatepersvc07, entsvc07 report shows incorrect summary for Longest In Queue

CSCsa27237 3 reporting.templateCalculation of Avg. Wrap Time is wrong in entskg23,24,perskg23,24

CSCsa38897 4 reporting.templateentskg08:FTE Summaries better as 8-hr - also - modify tittle/head

CSCsa43361 6 reporting.template Add held tasks count to agent*23-26 and clarify headings.CSCsa43367 6 reporting.template add completed task count (=handled) to agent*23/24 reportCSCsa33244 6 reporting.template entskg20 report does not have a summary line

CSCsa39963 2 reporting.webviewSome or all of the Private within a category are listed as Shared Report

CSCsa39348 2 reporting.webview WebView graphical reports come up blank (ES58)

CSCsa53970 2 reporting.webviewagtskg20 template has wrong calculation for the Queued Now column

CSCsa30271 2 reporting.webviewUnder error cond, install (Patchpbl) does not work (CPU=99%)

CSCsa49786 3 reporting.webview Hold time summary data not populating in persvc26

CSCsa34869 3 reporting.webviewBack and Finish buttons don't always appear on the DateTime picker

CSCsa33741 3 reporting.webview Job Scheduler Client Print doesn't work with NT clients

CSCsa36581 3 reporting.webviewWebView servers stability/performance issues under high usage

CSCsa39520 3 reporting.webview Tree selection in WebView scrolls to Bottom

CSCsa42569 3 reporting.webviewVertical scroll position not retained after refresh of RT reports (ES58)

CSCsa32223 3 reporting.webviewentskg06 eliminated in 5.0 w/o suitable replacement; add enhancements

CSCsa36420 3 reporting.webview entskg07 hold time is included in the wrap timeCSCsa36544 3 reporting.webview Week abbreviation in Scheduler cannot be localized

CSCsa39198 3 reporting.webviewScrollbars do not reposition correctly on WV report window resize (ES58)

CSCsa36540 3 reporting.webview English string in EventViewer filter pageCSCsa31878 3 reporting.webview Historical Saved Reports Not Retaining the Today Setting

CSCsa39183 3 reporting.webviewA scheduled saved report using today or this month has wrong date range

CSCsa42371 3 reporting.webview In caltyp01 Masterscript name truncates to 30 chars

CSCsa31877 3 reporting.webviewSupervisor Name Not Formatted Properly In agteam02 Report

CSCsa34908 3 reporting.webview Unable to schedule shared reports saved by other users

CSCsa39968 3 reporting.webviewWebview does not display some report lists in the correct order

CSCsa32493 3 reporting.webview Rarely, after running certain reports, WebView server stops







































Cisco.com

responding

CSCsa41590 3 reporting.webviewWebview unusable w/ Servlet Exec out of mem err; using wrong allocation

CSCsa37796 3 reporting.webviewCase Sensitive Webview User login Causes Empty Items List

CSCsa20889 3 reporting.webview Web View Event Viewer 'Filter' function does not work.

CSCsa40733 3 reporting.webviewNo Agent summary for Aban Hold column in agtskg23 template.

CSCsa23652 3 reporting.webview Call Type 23 report does not contain ShortCallsHalf columnCSCsa45643 3 reporting.webview WebView caches the same template list for all instances

CSCma29782 3 reporting.webviewentskg20 show multiple rows per Enterprise making reports confusing

CSCsa31879 3 reporting.webviewAgent Displayed on 2 Lines in agteam20; direction not applicable wraps

CSCsa37542 4 reporting.webview WV-ICMDW - independent debug on/off for header tagging

CSCsa33877 4 reporting.webviewWebView logs too much information in ServletExec log with debug on

CSCsa36982 4 reporting.webview Datastore create errors appear in Jaguar log

CSCsa35792 4 reporting.webviewSaved Report and Favorites lists selection not cleared after run

CSCsa42594 4 reporting.webviewScroll position with refresh checkbox and WV command bar refresh button

CSCsa39362 4 reporting.webviewWebView may fail when a report is run against a non-existent template

CSCsa38694 4 reporting.webview Need to add PowerBuilder Component ID to WebView logsCSCsa35271 4 reporting.webview WebView users are being logged out after a period of time

CSCsa39182 4 reporting.webviewMulti level logging in WebView doesnt log message from different levels

CSCsa41550 5 reporting.webviewClarify column header Hold in agtskg,agteam,agent and agtper21/22

CSCsa35948 5 reporting.webviewSaved Report button name doesn't match instruction (wording)

CSCsa28502 5 reporting.webviewSaved reports show up Chronological Order instead of Alphabetical Order

CSCma29478 5 reporting.webviewNo horizontal scroll bar available if window is narrowed vertically

CSCsa43077 6 reporting.webview WebView needs test methods for monitoring Jaguar health

CSCsa33216 6 reporting.webviewagteam02 request more space between Active Tasks column and next

CSCsa32004 1 routerTimed our requeries can crash router with bad script metering

CSCsa34247 2 routerLabel Node target re-query does not work after a translation route

CSCsa37132 2 routerAbandon Calls are Counted as Error and Abandoned in Call Type Reports

CSCsa34755 2 router Router Unexpectedly Exits After a Configuration ChangeCSCsa41295 2 router Dual router crash with DR Watson

CSCsa33895 2 routerNAM Router Unexpectedly Exits with No Default Route Available Trace

CSCma29511 2 router Router state transfer fails due to unregistered object error.CSCsa20569 2 router Queue to skill group node fails intermittentlyCSCma29598 3 router HoldTimeToday field not populating for routes08 reportCSCsa37284 3 router Duplex Router crashCSCsa37302 3 router The agteam02 report lists agents with unknown skill group




































Cisco.com

stateCSCsa33900 3 router real time report, incorrect value for 'longest task queued'CSCsa41506 3 router Router crashed while handling AppGateway response.CSCsa22187 3 router Two sites recieving LAA and MED simultaenouslyCSCma20642 4 router Check Box for Router Requery on Scheduled Targets avail.CSCsa50210 2 scripteditor ICM script editor crashesCSCsa28068 3 scripteditor JPN: SE: English table header on Day of Week nodeCSCsa27626 3 scripteditor JPN: SE: Second last item in File menu should be localizedCSCsa33436 3 scripteditor English string in CallTracerCSCsa24637 3 scripteditor Script Editor Call Tracer send call button disappearsCSCsa28074 3 scripteditor JPN: SE: English items in Agent to Agent Properties dialogCSCsa28076 3 scripteditor JPN: SE: English items in Divert Label Properties dialogCSCsa41045 4 scripteditor Limited AW Script Nodes Missing/Incorrect

CSCma28618 3 web.scripteditorWebview script monitoring application reports call count incorrectly















Cisco.com



Index of New Resolved Caveats

Caveats in this section are ordered by ICM component then by severity.

Identifier Severity Component Headline

CSCsa26860 2 ba.campaignmgr Certain dialer configuration scenarios will halt the Campaign Manager

CSCsa30058 2 ba.campaignmgr Campaign manager stops writing Dialer TCD records

CSCsa30737 2 ba.campaignmgr Campaign Manager may exit at the completion of a Campaign

CSCsa29730 3 ba.dialer.ipcc Callback reporting enhancements

CSCsa27688 3 ba.import Import process fails to insert records into Import_Rule_History table

CSCsa26867 3 cg.ctiserver Cti server crash when an ECC variable is greater than 128 characters

CSCsa27028 3 cg.ctiserver ctisvr queues too many messages to all events clients that fall behind

CSCma28193 1 db.logger Duplicate Route_Call_Variable Rows Crash Loggers

CSCsa20894 2 db.logger.synch Updateaw.exe Unexpectedly Exits

CSCsa24855 2 inetscripted Internet Script Editor Updates Failing

CSCma26957 3 inetscripted Internet Script Editor exit in SSL_READ call

CSCma29128 3 international Time difference issue in Event Viewer Detail














Cisco.com

CSCma29302 2 mds.synchronizer TOS response = ENABLED after NM stop

CSCma28665 2 netgwy.inap Occasional corrupt MTP2 messages with ISA device driver

CSCma28672 3 netgwy.inap TFC messages cause memory leak

CSCma28984 3 netgwy.inap Bad port on PCI card causes entire SS7 Gateway to fail

CSCma28666 2 netgwy.ss7.itu Incorrect ITU SS7 Congestion Control

CSCma27344 2 nic.cwc Caller Abandon at VRU results in DialogFail (instead of EventReport)

CSCma27682 2 nic.cwc CLI Presentation Restricted Indicator is not set by NIC

CSCma28430 5 nic.ss7innic Ericsson SSP do not properly handle User Abandon while at VRU

CSCsa24902 3 pg.alcatel PG Incorrectly populates currentroute for Translation route target

CSCma28232 2 pg.aspect Aspect PIM assertion -ASPEVPIM!<nosymbols>

CSCma29625 2 pg.definity Agent Extensions are not properly monitored.

CSCma23650 3 pg.definity Opctest show periph off line when PIM is Active

CSCma28610 3 pg.definity Agent State transition from wrap does not report lin f/going to idle

CSCma29233 3 pg.definity Announced Xfers Offsite show as Call Disposition 28 Instead of CD29

CSCma30011 3 pg.definity Agent makes 2 outside calls then conf together CTISVR show 5-p opc-3

CSCsa19001 3 pg.definity Incorrect argument to EMS wrapper function seen in EMS logfile

CSCsa20999 3 pg.definity ECSPIM exits when an incorrect label is specified for postroute.

CSCsa21925 3 pg.definity Call Apprearance missing on 5 Party call w/ICM 4.6.2




















Cisco.com

PG

CSCsa22015 3 pg.definity CTI is setting the agent state as Not_Ready in Retrieved call event.

CSCma29298 3 pg.dms100 DMS PIM crash when ICM monitors DMS100 Instrument Secondary DN

CSCma29790 3 pg.dms100 Duplicate entries in Peripheral Monitor causes PIM to not activate

CSCma29845 3 pg.dms100 DMS100 PIM/CTISVR - CONF problem with Line Handle

CSCma29982 3 pg.dms100 DMS100 PIM is failing while handling Release Message.

CSCsa20563 3 pg.dms100 DMS100 PIM does not failover correctly with CCSG installed

CSCsa23402 3 pg.dms100 X25 link failure on the DMS

CSCma26942 2 pg.eapim Agent Desktop Statistics are not resetting at end of day

CSCsa28192 2 pg.eapim PIM Failover due to Invalid Delivered Event, Message too short

CSCma29603 3 pg.eapim Not Ready Reason Code not captured if entered prior to transfer

CSCsa19700 3 pg.eapim HandledCallsAfterCallTimeToday changes when held call is handled

CSCsa25422 3 pg.eapim RONA leaves agent substate READY bit set allowing agent to go ready

CSCsa26118 3 pg.eapim Reporting issue when same external number conferenced in twice

CSCee30460 2 pg.eapim.jtapigw The uncaught exception is java.lang.OutOfMemoryError

CSCma29752 2 pg.eapim.jtapigw Agent desktop transfer button does enable when consult to off switch



http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCee30460














Cisco.com

CSCsa19050 2 pg.eapim.jtapigw Fast busy returned for all dialed numbers and route points

CSCsa29193 2 pg.eapim.jtapigw RONA kicks in after call is connected due to missing source connection

CSCef25138 3 pg.eapim.jtapigw Agent unable to disconnect a transfered call from H323 Gateway

CSCsa19889 3 pg.eapim.jtapigw Dropped calls while connected to a Agent

CSCsa20189 3 pg.eapim.jtapigw Transfer results not reflected properly for reverse transfers

CSCsa21229 3 pg.eapim.jtapigw CTI OS Transfer button not re-enabled after consult off cluster

CSCsa22371 3 pg.eapim.jtapigw Softphone transfers and conferences do not work.

CSCsa25574 3 pg.eapim.jtapigw Conf: CtiPortConfController is set to true by default

CSCma28489 4 pg.eapim.jtapigw Call Routing failing due to race condition of events in JTAPI

CSCma29202 4 pg.eapim.jtapigw Sun JVM JGW unable to print stack for uncaught exception

CSCma29631 3 pg.mer Agent state is being reported as AS_TALKING, for a call on HOLD

CSCma27061 3 pg.mis MIS fails with Dr. Watson numerous times during the day..

CSCma24606 2 pg.opc 3 calls appear on Agent when consultation call dequeue from ISN

CSCma26914 2 pg.opc PG stops sending half hour records

CSCma28121 2 pg.opc PG OPC assertion in OPC!AgentTeam::RemoveAgent

CSCma29341 2 pg.opc Requeried calls get counted as Abandoned in Call Type reports

CSCsa23247 2 pg.opc OPC Assert - DrWatson reports - on function:
















http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCef25138



Cisco.com

Agent::SetNetworkTargetID

CSCma29417 3 pg.opc DMS OPC crash when ICM monitors DMS100 Instrument Secondary DN

CSCma29527 3 pg.opc NICCallID is lost when New_transaction_Event is processed

CSCma29765 3 pg.opc AgentSkillTargetID is null for an reverse conference/transfer call

CSCsa28487 3 pg.opc OPC assertion in CloseHistFile during PIM idle request and config reload

CSCma23440 2 pg.opi Dual ICM Router crash due to bad message from peripheral

CSCma28647 3 pg.spectrumpim Incorrect Line Type for Outbound Calls in Spectrum PIM

CSCsa19552 2 pg.symp Peripheral ONLINE messages not in sync with pim and opc

CSCma28057 2 pg.symp.noseipim Consult call prematurely cleared when original caller hangs up

CSCsa26401 2 pg.symp.noseipim Symposium pim crashed every 4 - 5 days

CSCma28782 3 pg.symp.noseipim Incorrect Work_Ready duration when Agent goes Break after the Call

CSCma29218 3 pg.symp.noseipim Agent state shows Reserved for Consult call prematurely cleared

CSCma29219 3 pg.symp.noseipim Consult call hanging around the PIM while abandoned

CSCma29220 3 pg.symp.noseipim Consulation Call cleared pre-maturely for conference scenario

CSCsa17612 3 pg.symp.noseipim ANI not seen for direct call to extension on CTI

CSCsa19023 3 pg.symp.noseipim TCD WorkTime does not match AGSHH WorkReadyTimeToHalf for Symp PIM / OPC

















Cisco.com

CSCma24131 3 pg.vru VRUPIM asserting in ICM V4.6.2 Bad Label type

CSCma28639 3 reporting Call_Type_HH Table Inaccurate for Custom Completed Calls Calculation

CSCma28567 4 reporting External report window does not display report name

CSCma29135 4 reporting Script errors when opening saved report

CSCma29137 4 reporting Script error when opening a graph from favorite

CSCsa27237 3 reporting.template Calculation of Avg. Wrap Time is wrong in SkillGroup Reports

CSCsa17805 4 reporting.template Can't sort by datetime in persvc20/21/22/23/24/25

CSCsa18980 4 reporting.template Caltyp04 - X-axis says Service Level Tasks but data is Service Level

CSCma28007 3 reporting.webview Time to render large agent list boxes is too long

CSCma29782 3 reporting.webview entskg20,28 show multiple rows per Enterprise making reports confusing

CSCsa23652 3 reporting.webview Call Type 23 report does not contain ShortCallsHalf column

CSCsa26886 3 reporting.webview entskg26: not showing ent. skill group members (SGs)

CSCsa27503 3 reporting.webview entskg28 and entskg20 show duplicate entries per ent skill group record

CSCsa28321 3 reporting.webview entskg20 has %Util uses wrong formula

CSCma30064 4 reporting.webview agteam03 doesnt show up when filtering on IPCC templates.

CSCsa28324 4 reporting.webview agtskg20 shows* instead the real Skill Target ID

CSCsa28326 4 reporting.webview agtper04 and 05 have wrong grouping order

CSCsa28543 4 reporting.webview agent06: sorting on Agent State or Event Name is not alphabetical order




















Cisco.com

CSCma26851 5 reporting.webview No items selected warning dialog uses incorrect grammar.

CSCma26940 3 reporting.webview.ICM Unable to setup Webview job scheduler w. proxy server bt client/srvr

CSCma29891 3 reporting.webview.ICM WebView stops working after long period of high activity

CSCsa18027 3 reporting.webview.ICM Some perskg, entskg templates don't show all agent states

CSCma22287 5 reporting.webview.ICM Refresh of report loses horizontal scroll position

CSCma29511 2 router Router state transfer fails due to unregistered object error.

CSCma29799 2 router Invalid object errors during router state transfer.

CSCma29802 2 router Router state size is continually increasing.

CSCsa19199 2 router Router restarts and writes DR. Watson.

CSCsa32006 2 router The router's script metering should be made more bulletproof

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

CSCma26785 3 router Router Continues Routing After Call Abandons

CSCma28310 3 router Long Strings in Peripheral Variables Cause Router Exit

CSCma28622 3 router Calls are Double Counted in Call Type Half Hour Fields

CSCma28826 3 router Admin Script stops executing when Dbworker process restarts

CSCma29420 3 router Router doesnt cleanup pending calls when dbw process restarts.

CSCma29864 3 router Peripheral ServiceLevelToHalf needs to be normalized




















Cisco.com

to 1

CSCsa18049 3 router Numerous Routing Errors in RTR and CSFS logs

CSCsa18809 3 router Incomplete calls and ShortCalls should not be counted as SLOffered in CT

CSCsa21536 3 router Diagnostic tools to help diagnose router getting out-of-sync problem.

CSCsa22370 3 router Calls Abandoned is zero when DelayQAbandTimeHalf has value in it

CSCsa29471 3 router Require increase in 10,000 MaxNodeExecuted

CSCsa31543 3 router MRDomainID has invalid values in various Agent historical tables

CSCma27628 3 router.tools DiffSOD is not checked into all releases

CSCsa21226 1 scripteditor Custom function and wildcard variable crash ScriptEditor

CSCma29552 2 scripteditor Changing the description of a script causes router restart.

CSCma29971 3 scripteditor Enabled Scripts utility shows Call Count of 0 for scripts with calls

CSCma29991 3 scripteditor Not able to delete last Admin Script

CSCma27101 5 scripteditor Right Click on Script Does not Show Monitor Options














Cisco.com



Index of New Resolved Non Reporting Caveats

Caveats in this section are ordered by ICM component, severity, and then identifier.


CSCma28280 3 aw.config.ba Campaign Rules Do Not Sort Properly

CSCma27514 3 aw.config.list DN List with very large config is slow and uses a lot of memory

CSCma25171 3 aw-bulk.config Having scripting problem with imported skill groups from prev ver

CSCma27632 2 ba.campaignmgr Retry record retrieval very slow when 1 phone number range is NULL

CSCma28038 2 ba.dialer.ipcc Outbound Dialer ports stuck in state after network failure recovers

CSCma29435 2 ba.dialer.ipcc Dialer crashes upon failed transfer within xfer to IVR campaign

CSCma25712 3 ba.dialer.ipcc Outbound Dialer late clear event may clear new call attempt

CSCma28052 3 ba.dialer.ipcc Agent drops Rsv call when customer call delivered causes perf prob.

CSCma28473 3 ba.dialer.ipcc Call_Failed with DEST_NOT_OBTAINABLE needs to be Unallocated_Number

CSCma28004 3 ba.import BAImport process crashing when more than 100 query rules configured

CSCma27752 3 call-tracer CallTracer Issue.

CSCma26778 3 cg.ctiserver OPC Populates PeripheralType incorrectly for CTI-Server

CSCma29895 3 cg.ctiserver CTISVR Output Transmission to CTI OSServer queued

CSCma27856 3 CTI OS.server All buttons disabled after logging in duplex CTI OS environment

CSCma28298 2 db.distributor.realtime.feed ICM 4.6.2: Distributor AWs lose realtime feed


Cisco.com


CSCma27808 6 db.HDS Implement large block (bulk copy) for HDS

CSCma27626 3 db.icmdba ICMDBA space used summary shows 0 rows of Termination_Call_Detail

CSCma28193 1 db.logger Duplicate Route_Call_Variable Rows Crash Loggers

CSCma23563 3 documentation Update Schema on-line help with final 5.0 Schema Handbook changes

CSCma27470 3 documentation Discrepancy in actual Agent_Team schema and documented schema

CSCma28186 3 documentation ICM Schema help for CallType Half Hour is incorrect

CSCma28265 4 documentation In the Agent_State_Trace table codes for the EventName field missing

CSCma28670 5 documentation Explanation of SL inconsistent, inadequate in schema and reports

CSCma27466 4 inetscripted Internet Script Editor Logs Many of Add Label Event Viewer Errors

CSCma24443 3 netwrkcic INCRP NIC tears down session due to inactivity

CSCma29197 2 nic.gk Under heavy load GKTMP NIC can drop calls.

CSCma27776 2 nic.ss7innic CS1 Network Transfer to VRU (any call w Disconnect armed) will fail

CSCma17037 3 on-line-help Schema Help QuickQuery fails for Service_Real_Time table

CSCma27219 3 on-line-help Cannot view RouterErrorCodes in schema help after upgrade to SR4

CSCma28165 2 pg.aspect Pim is treating the agent extension as a 16-bit signed integer

CSCma25750 3 pg.aspect All Idle Reason codes set to 1000 on Aspect Event Link PG

CSCma27022 3 pg.aspect Unable Parse.Variable E.Message Element for Message Type 410

CSCma26116 3 pg.aspevt Idle Reason Code is not being sent from PIM to OPC

CSCma26117 3 pg.aspevt PIM sends IRR to Switch even when is not configured in PG

CSCma26118 3 pg.aspevt Use of default IDLE Reason Code

CSCma26119 3 pg.aspevt Message incompatibility when -ve response comes from Switch for IRR

CSCma26120 3 pg.aspevt Dynamic regedit key TPRetryIRROnFailure is not functional


Cisco.com


CSCma26121 3 pg.aspevt PIM doesnt update OPC on Idle Reason Request retry

CSCma26598 2 pg.definity Bad handling of logout request leading to a Dr WAtson assertion

CSCma27675 2 pg.definity Dynamic Reskill Msg Shows Zero Integer for Field 6 in RTA

CSCma28398 2 pg.definity Trunk Group Information not updated correctly in post routed calls

CSCma25790 3 pg.definity CTI Server passing incorrect trunk number to NICE system.

CSCma26874 3 pg.definity CallingDev is changing in the established event

CSCma27655 3 pg.definity OPC stopped - failed to respond to Node Mgr Are you OK message

CSCma26412 6 pg.definity Unable to use 7 digit extensions on a G3

CSCec89279 2 pg.eapim ICM: EAGT PIM crash processing precall

CSCed23751 2 pg.eapim EAPIM crash on call cleared in JTAPICall::RemoveAllIdleLines

CSCma26111 2 pg.eapim Agent Stuck in State after call transfer

CSCma26942 2 pg.eapim Agent Desktop Statistics are not resetting at end of day

CSCma27851 2 pg.eapim Overlapping log in requests can cause agent stuck in available state

CSCma27862 2 pg.eapim No way to clear agent stuck in available state w/o process restart

CSCma22314 3 pg.eapim IPCC no answer treatment should not forward non-routed calls.

CSCma26981 3 pg.eapim Protect call manager from overlapping CTI requests

CSCma28282 3 pg.eapim HandledCallTalkTime assigned to wrong skill on outside consult calls

CSCsa19700 3 pg.eapim HandledCallsAfterCallTimeToday changes when held call is handled

CSCee30460 2 pg.eapim.jtapigw The uncaught exception is java.lang.OutOfMemoryError

CSCma27428 2 pg.eapim.jtapigw JTAPI GW does not clear pre-existing calls when agent logs in

CSCma26938 3 pg.eapim.jtapigw MSJVM not supported after 093004 for Call Mgr PG

CSCma27754 3 pg.eapim.jtapigw Only 1 RTP_STARTED event for calls


Cisco.com


CSCma28032 3 pg.eapim.jtapigw Agent does not see call on desk top for a blind conference condition

CSCma24014 6 pg.eapim.jtapigw New feature support for chained conference

CSCma24851 2 pg.opc CTI Events not forwarded to CTI Server for VRU PG

CSCma25852 2 pg.opc ICM Call Data not transferred when agent consults another peripheral

CSCma26914 2 pg.opc PG stops sending half hour records

CSCma27433 2 pg.opc ServiceLevel reporting on Call Types has dropped to single digits.

CSCma27506 2 pg.opc HoldTime for a few calls not in ServiceHalfHour after OPC restart

CSCma28121 2 pg.opc OPC assertion in OPC!AgentTeam::RemoveAgent

CSCma30035 2 pg.opc OPC crashed in CSTARouteRequestEvent during overnight BA load

CSCgt04585 3 pg.opc OPC MDS buffers exhausted on PIM startup with CTIServer.

CSCma27618 3 pg.opc agent state is not changed to eAvailable after ready button is hit

CSCma28104 3 pg.opc Customer ANI not available during translation route for BA

CSCma28252 3 pg.opc Route request does not maintain Variable data

CSCma25369 3 pg.symp.noseipim Customer wants de_register msg sent every time pim goes idle

CSCma25955 3 pg.symp.noseipim RONA calls not counted in RedirectNOAnsCallsToHalf

CSCma26749 3 pg.symp.noseipim Half hour call count greater than TCD call count for Agent out

CSCma27917 3 pg.symp.noseipim Peripheral Call type wrong in TCD for direct agent call on Symposium

CSCma25889 2 router Admin script is running twice in the same day

CSCma25970 2 router Queue To Agent Causes Unexpected Exit

CSCma27092 2 router A late response from a CICM may confuse the NAM.

CSCma27395 2 router Rtr Process Exiting For Unknown Reason

CSCma28144 2 router Dual Routers outages caused by requery with dynamic labels


Cisco.com


CSCma28416 2 router Router will not start with registry flag WaitForLogger off

CSCma21893 3 router Invalid Router Error Code in RouteCallDetail records

CSCma24620 3 router Call Type Change Reporting Issue.

CSCma26579 3 router RouterErrorCode 274 counted as an error for call that was successful

CSCma26785 3 router Router Continues Routing After Call Abandons

CSCma27688 3 router Calls Routed with Dynamic Label Not Incremented In Call Type HH

CSCma27689 3 router No Way to Turn Off Short Call Counting in Router

CSCma28015 3 router Router Out Of Sync Error Does Not Show Up as An Alarm/Raised Event

CSCma27904 6 router Routers do not Automatically Restart When Out Of Sync

CSCma26819 2 scripteditor CLID routing script nodes get errors after 4.6.2 upgrade

CSCma26515 3 scripteditor Going into Security Tab of Script Properties Causes Unexpected Exit

CSCma28020 3 scripteditor Can not immediately select or see DialedNumber in Object Type

CSCma28643 3 scripteditor Agent to Agent node drops call if agent is not logged in

Index of New Resolved Reporting Caveats

Caveats in this section are ordered by ICM component, severity, and then identifier.


CSCma25791 3 agent-reporting Headers should not be underlined in Agent03 report

CSCma24253 3 documentation Some errors in the WebView online Help and User Guide

CSCma24617 3 documentation CallsOfferedtoHalf not documented for call type HH

CSCma26464 3 documentation Recommended security settings are not the all the settings needed

CSCma26711 3 documentation Webview help lists entsvc23 and entsvc24 under IPCC only reports


Cisco.com



CSCma26783 3 documentation WebView on-line help doesnt show sort order for calltyp23

CSCma26894 3 documentation Call Type Half Hour Documentation Incorrect

CSCma27065 3 documentation webview on-line help - add system logout codes to the agtlogout repo

CSCma27176 3 documentation Documentation needs to be updated for Call Type report changes

CSCma27177 3 documentation Documentation needs to be updated for new Call Type report columns

CSCma27218 3 documentation ICM5.0 docs do not detail changes to Webview peragt report display

CSCma27457 3 documentation logged on datetime missing from help in agent log out reports

CSCma28221 3 documentation The help doc for Handled column is wrong

CSCma28402 3 documentation In peragt03, ReasonCode should use Agent_Logout table

CSCma28404 3 documentation The note for the Agent State field is wrong. It should be removed.

CSCma28409 3 documentation Avg Hold Time calculation is wrong

CSCma28414 3 documentation In agteam04, the doc is refering wrong database fields

CSCma28415 3 documentation In agteam21, the database field for Time Hold is wrong

CSCma28836 3 documentation Job Scheduler Save to File creates file with file not found data.

CSCma28895 3 documentation Browser popup-blocker prevents multiple templates from opening

CSCma29134 3 documentation The on line help should explain how thresholds should work

CSCma25917 4 documentation WebViewTemplate HELP does not have hyperlink to the page

CSCma23274 5 documentation Online help not content specific for Job Scheduler Add page.

CSCma25987 5 documentation WebView Reporting documentaion Help Error

CSCma28089 5 documentation Need to doc: footer data is not exported to HTML

CSCma27610 3 international JPN - Report descriptions contain corrupted Asian characters


Cisco.com



CSCma27936 3 international invalid date/time format in WebView at Netherlands site

CSCma21628 3 reporting Agent previously attached to skillgroup no longer show in Hist repor

CSCma25937 3 reporting Webview report sort order is not retained after change save

CSCma26578 3 reporting Webview Select All checkbox does not select all reports

CSCma27058 3 reporting Webview custom templates not properly migrated from 4.6.2

CSCma28588 3 reporting Service level cannot be summarized from half-hour data

CSCma28716 3 reporting Reason Code column of agtskg20 is incorrect

CSCma29125 4 reporting System Type shown as number instead of actual name

CSCma22946 3 reporting.data.accuracy Perskg25&26 does not calc Act Time , Avg & % Act Time properly

CSCma24879 3 reporting.data.accuracy agtper23, 24 - Reports inaccurate for Total Logged In, Avail Time

CSCma27049 3 reporting.data.accuracy CallType Node not reporting accurate data

CSCma27971 3 reporting.job.scheduler Not able to add/edit/delete job and scheduled job is not executed.

CSCma16557 3 reporting.templates.ipcc IPCC-TalkTimePercentage has wrong data in agteam25, 26

CSCma26761 3 reporting.templates.ipcc Count Incomplete calls as error in ipcc call type reports

CSCma27276 3 reporting.templates.ipcc Subtotalled service level values not calculated correctly

CSCma27288 3 reporting.templates.ipcc ipcc perskg24 - Agent time spent shows 1008 % utilization

CSCma27493 3 reporting.templates.ipcc ipcc_agtper27_hh_all_fields: Reserve Time column uses wrong data

CSCma27494 3 reporting.templates.ipcc ipcc_agtper27_hh_all_fields: Redirect Time column uses wrong data

CSCma27532 3 reporting.templates.ipcc ipcc_agtskg23: Supv Assist Calls summaries using wrong data

CSCma27533 3 reporting.templates.ipcc ipcc_agtskg24: Supv Assist Calls summaries using wrong data

CSCma27565 3 reporting.templates.ipcc Periheral agent reports have Agent and Report summary wrong


Cisco.com



CSCma27621 3 reporting.templates.ipcc trkgrp11 - missing group definition

CSCma27643 3 reporting.templates.ipcc IPCC_Agtskg28 report agent state is incorrect

CSCma27966 3 reporting.templates.ipcc Templates that replaced 4.6.2 templates should display as Standard

CSCma28087 3 reporting.templates.ipcc Reports do not reflect agents when sub-skillgroups created/deleted

CSCma28220 3 reporting.templates.ipcc Talk/Active column does not include BA Talk times

CSCma28222 3 reporting.templates.ipcc Talk/Active column value includes other talk time

CSCma28223 3 reporting.templates.ipcc % time inappropriate in several reports

CSCma28225 3 reporting.templates.ipcc Some Agent templates documented with inaccurate DB tables

CSCma28227 3 reporting.templates.ipcc Avg Hold time column is wrong

CSCma28228 3 reporting.templates.ipcc Total Tasks column should be Tasks Handled

CSCma28375 3 reporting.templates.ipcc Avg Active Time calulation is incorrect.

CSCma28513 3 reporting.templates.ipcc % Wrapup Time is calculated incorrectly in some agent reports

CSCma28524 3 reporting.templates.ipcc agtper23,24,25,26 sorts media field by agentname, and vice-versa

CSCma28581 3 reporting.templates.ipcc Duplicate templates show up after upgrade from 4.6.2 to 5.0

CSCma29148 3 reporting.templates.ipcc Long Task Queued in several reports may show incorrect values

CSCma17177 4 reporting.templates.ipcc S/L should be a % not a decimal

CSCma17284 4 reporting.templates.ipcc Wrong heading for Enterprise Skill Group summary in entskg26.

CSCma17506 4 reporting.templates.ipcc Average abandon time not in ipcc_calltyp20 report

CSCma25322 4 reporting.templates.ipcc Agent Team/Agent Phone Ext. sort order incorrect

CSCma27872 4 reporting.templates.ipcc caltyp05 shows blank Avg Delay in Q when no tasks qued-inconsistent

CSCma28496 4 reporting.templates.ipcc 2 column names are incorrect in periph04


Cisco.com



CSCma29047 4 reporting.templates.ipcc Incorrect Series Titles in trkgrp21

CSCma29049 4 reporting.templates.ipcc trkgrp22: Ports column should say Ports In Service

CSCma29152 4 reporting.templates.ipcc Overflow Out in caltyp20 should be Overflow Out5

CSCma28182 5 reporting.templates.ipcc avail column in few templates should be renamed as notactive

CSCma28365 5 reporting.templates.ipcc Interrupted column is not used; should not appear on reports

CSCma28497 5 reporting.templates.ipcc Column names on template routes08 are inconsistent w/ other reports

CSCma27551 6 reporting.templates.ipcc ipcc_caltyp24 summaries missing SLto5 counts;HoldTimeToHalf shows to5

CSCma22689 3 reporting.templates.legacy In camqry01, 02, 10, 11, the Avg Wrapup Time data is not an average

CSCma27169 3 reporting.templates.legacy %WrapUp column is not getting populated in agtskg25 & agtskg26

CSCma27965 3 reporting.templates.legacy Wrap Time incorrect on agtskg04 and agteam04

CSCma29764 3 reporting.templates.legacy rtecli12 - report not sorting Datetime field properly

CSCsa18666 3 reporting.templates.legacy entsvc06 - wrong Y axis, X-axis can sometimes hit 1000%

CSCma29040 4 reporting.templates.legacy TrkGrp03 All Trunks Busy column not in HH:MM:SS

CSCma29054 4 reporting.templates.legacy Incorrect title for nettrk03

CSCma29186 4 reporting.templates.legacy periph05 - should be sorted by datetime

CSCma29284 6 reporting.templates.legacy Entsvc08 should have report summary to be consistent with persvc08

CSCma23243 3 reporting.templates.media Agtskg20 reports shows duplicate skill groups

CSCma24790 4 reporting.templates.media perskg12 - BA template column name confusing

CSCma26497 3 reporting.templates.prerelease If Reason Code is 0 (zero) the report should display None

CSCma27718 2 reporting.webview.ICM Bar Graph Failed with ActiveX on NT server

CSCsa18981 2 reporting.webview.ICM Queued field not populating any data for entskg04 reports


Cisco.com



CSCma22943 3 reporting.webview.ICM Job Scheduler error msg about alphanum char and no default drive

CSCma23177 3 reporting.webview.ICM Save report overwrite does not take save as favorite designation.

CSCma23345 3 reporting.webview.ICM Deleted or moved agents do not show in agent reports

CSCma24732 3 reporting.webview.ICM persvc21 daily report uses incorrect db field for Routed to Agents.

CSCma25398 3 reporting.webview.ICM Run time error prevents webview user from continuing running report

CSCma25751 3 reporting.webview.ICM WebView may not display correct username if browser instance shared

CSCma26466 3 reporting.webview.ICM Agtper25 and 26 reports show incorrect logon duration

CSCma26468 3 reporting.webview.ICM Report agtskg27 does not show outgoing calls (internal or external)

CSCma26520 3 reporting.webview.ICM Adding reports to Favorites fails

CSCma26852 3 reporting.webview.ICM Next button doesnt always appear on templates page in WebView

CSCma27079 3 reporting.webview.ICM Saved reports not displayed for Service --> Array Templates

CSCma27440 3 reporting.webview.ICM wrong report summary calculation for avg.router.delay.q.to.half

CSCma27478 3 reporting.webview.ICM Saved ipcc reports after upgrade are failing

CSCma27604 3 reporting.webview.ICM Ipcc_agtper24_day_perf_sum: ASA summary calculation incorrect

CSCma27636 3 reporting.webview.ICM CallsHandled numbers dont match-some rports only show confgd agents

CSCma27639 3 reporting.webview.ICM RONA numbers dont match. AgtSkg25 and Agteam25

CSCma27640 3 reporting.webview.ICM External Out calls dont match. AgtSkg25, Agteam25, Perskg25

CSCma27874 3 reporting.webview.ICM Print message says its going to servers printer; should say clients

CSCma27879 3 reporting.webview.ICM Cant modify existing saved reports type or favorite status

CSCma28044 3 reporting.webview.ICM Exported saved report should go under /icm

CSCma28331 3 reporting.webview.ICM Wrong data for Routed To Agent Column in persvc20


Cisco.com



CSCma28676 3 reporting.webview.ICM AHT calculated incorrectly in peragt23/peragt24

CSCma28763 3 reporting.webview.ICM perskg23&24 Agent State Times % columns & summary are incorrect.

CSCma28913 3 reporting.webview.ICM Webview allowing Duplicate Named Saved Reports

CSCma29034 3 reporting.webview.ICM AHT calculated incorrectly in data row for agent25/agent26

CSCma29035 3 reporting.webview.ICM Sorting order not complete in agent20 and agent28 templates

CSCma29161 3 reporting.webview.ICM BusyOther summaries should not be present in some templates

CSCma29180 3 reporting.webview.ICM agent25,26/agtskg25,26 templates should not have an Agent Summary

CSCma29183 3 reporting.webview.ICM Invalid fix on adding BusyOther summaries to peragt23/peragt24

CSCma29211 3 reporting.webview.ICM % Handled & % Aban columns are inappropriate in entsvc12

CSCma29212 3 reporting.webview.ICM Some % columns are inappropriate in entsvc18

CSCma29213 3 reporting.webview.ICM Entskg05 always shows either 0% or 100%

CSCma29350 3 reporting.webview.ICM persvc01 - should be sorted by peripheral service name

CSCma29354 3 reporting.webview.ICM agtper23,24,25,26 wrong Logon, NR, & Avail time w/multimedia agents

CSCma29358 3 reporting.webview.ICM agteam25,26 wrong Logon, NR, & Avail time w/multimedia agents

CSCma29360 3 reporting.webview.ICM agtskg23,24,25,26 wrong Logon, NR, & Avail time w/multimedia agents

CSCma29563 3 reporting.webview.ICM Select Report Item fails for agtskg27,entskg25,26 Templates

CSCma29613 3 reporting.webview.ICM perskg03 - multimedia active states not showing

CSCma29836 3 reporting.webview.ICM agteam23,24,25,26 wrong Logon, NR, & Avail time w/multimedia agents

CSCma29891 3 reporting.webview.ICM WebView stops working after long period of high activity

CSCma29927 3 reporting.webview.ICM periph01 template - usability problem

CSCma29996 3 reporting.webview.ICM Agtskg11 - agent removed from skill no longer appears


Cisco.com



CSCsa19220 3 reporting.webview.ICM agteam04, agteam05 have duplicate rows because of skillgroup info

CSCsa20058 3 reporting.webview.ICM agtskg20 Queued Now column displays 0 for Collaboration skill groups.

CSCma21438 4 reporting.webview.ICM Change Date/Time in WebView doesnt remember relative/absolute

CSCma22515 4 reporting.webview.ICM No way to tell how many items are selected

CSCma23074 4 reporting.webview.ICM Agteam04- log on duration incorrect - should be HH:MM:SS

CSCma23242 4 reporting.webview.ICM Setting thresholds doesnt highlights the data correctly

CSCma23764 4 reporting.webview.ICM Patchpbl fails if no arguments are supplied

CSCma27018 4 reporting.webview.ICM drilldown does not work in entsvc24

CSCma27036 4 reporting.webview.ICM Save report confirmation pop up message not clear for BA Templates

CSCma28054 4 reporting.webview.ICM agtper28 report displayed multiple lines

CSCma28698 4 reporting.webview.ICM Incorrect conf. msg. when saving report from agant->agent category

CSCma28807 4 reporting.webview.ICM unreadable y-axis and x-axis for all graphs' labels

CSCma29020 4 reporting.webview.ICM Agteam05 should have Skill Group Name displayed, not only Skill ID

CSCma29036 4 reporting.webview.ICM Invalid titles on some of the agent/agtper report templates

CSCma29203 4 reporting.webview.ICM entskg08 - Not sorting properly. Some fields contain extra digits.

CSCma29309 4 reporting.webview.ICMentsvc04,06,07, 08, 09, 12 & 18 -unclear headers names for SVL;no summry

CSCma29357 4 reporting.webview.ICM persvc17 - Should be sorted by default on Service name

CSCma29384 4 reporting.webview.ICM entskg01 - RT graph template - UI for Time is not correct.

CSCma29593 4 reporting.webview.ICM Item list page claims no items (when there ARE) until refresh

CSCma29662 4 reporting.webview.ICM entskg03 and 01- multimedia agent state active (red) not appearing

CSCma29724 4 reporting.webview.ICM Event View sort on System Type not working right


Cisco.com



CSCma29740 4 reporting.webview.ICM Selection with Select all option fails for Routing Client Templates

CSCma29829 4 reporting.webview.ICM Drilldown fails for perskg04

CSCma30015 4 reporting.webview.ICM Duplicated SL Offered field in entsvc24 report

CSCsa18791 4 reporting.webview.ICM caltyp01 report doesn't sort by Caltype Name

CSCma19441 5 reporting.webview.ICM Event Viewer exported HTMLTable dates display incorrectly.

CSCma22287 5 reporting.webview.ICM Refresh of report loses horizontal scroll position

CSCma22585 5 reporting.webview.ICM Event Viewer default sort order is not on DateTime column.

CSCma23088 5 reporting.webview.ICM Add Script Name to Scrque01 Template

CSCma23089 5 reporting.webview.ICM Persvc03 format problems

CSCma23100 5 reporting.webview.ICM Appath01 Application on Line Data should be decoded

CSCma25758 5 reporting.webview.ICM Scheduled action item status printn is confusing; looks like typo

CSCma26066 5 reporting.webview.ICM Javascript error - Top navigation bar generates js error

CSCma26237 5 reporting.webview.ICM Webview persvc03 report text justification inconsistant

CSCma26253 5 reporting.webview.ICM Set threshold option not available in some WV Historical Templates

CSCma28912 5 reporting.webview.ICM Double time printed on scheduled reports

CSCma29193 5 reporting.webview.ICM Sorting on Agent RT20 reports is misleading due to media subgrp.

CSCma29385 5 reporting.webview.ICM entskg03 - RT graph template: Legend displays, Interrupted.

CSCma29389 5 reporting.webview.ICM perskg03 - RT graph template: legend displays, Interrupted.

CSCma29840 5 reporting.webview.ICM Entskg09 Time scale should be max 100%, not max 150%

CSCma29873 5 reporting.webview.ICM Save Report page has missing link in desc below Save Report button


Cisco.com



CSCma28650 3 setup.webview.ICM WebView is using the Classic JVM instead of the HotSpot JVM

CSCma29346 5 setup.webview.ICM Peripheral Service template descriptions still refer to calls


Cisco.com


This section contains a list of significant defects resolved in ICM 5.0(0) SR5. These fixes are automatically rolled into each subsequent ICM 5.0(0) service release.

Index of Resolved Caveats in ICM 5.0(0) SR5.

Caveats in this section are ordered by ICM component and then severity.


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

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


http://webddts.cisco.com/ddts/ddts_main?bug_id=CSCma27066&REMOTE_USER=hachen&LastForm=DumpBug











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





Cisco.com


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

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










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












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


Cisco.com


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

CSCma27058 3 reporting Webview custom templates not properly migrated from 4.6.2 to 5.0(0)

CSCma27049 3 reporting.data.accuracy CallType Node not reporting accurate data

CSCma26653 3 reporting.job.scheduler ICM 5.0(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





http://webddts.cisco.com/ddts/ddts_main?LastForm=DumpBug&bug_id=CSCma22780



















Cisco.com


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

CSCma26216 3 router CustomerProvidedDigits Option Fails

CSCma26579 3 router RouterErrorCode 274 counted as an error for call that was successful


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















Cisco.com


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) 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


Cisco.com


CSCma25763 3 reporting ICM 5.0(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(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


ICM 5.0(0) - Webview Initial Job Sched Browser Download 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


Cisco.com


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


Cisco.com

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/


Cisco.com

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.


Cisco.com

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco.

Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available.

Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.

To access Cisco.com, go to: http://www.cisco.com

Technical Assistance Center

The Cisco TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.

Contacting TAC by Using the Cisco TAC Website

If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website: http://www.cisco.com/tac

P3 and P4 level problems are defined as follows:

P3—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.


http://www.cisco.com/tac


Cisco.com

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/

icm 5.0(0) sr8 release notes · web viewrelease notes. updated 4/04/2005 the specifications and...

Documents