Release Notes for Cisco Internet Service Node,
Release 2.1 (updated 9/04)
Introduction
This document provides the latest information about the Internet Service Node (ISN), Release 2.1.
Please review this document before installing and using ISN 2.1.
Contents
•
New Features, page 1
•
What’s Changed, page 3
•
Required Hardware and Software, page 3
•
Uninstall for SDDSN, page 5
•
ASR and TTS Engine Support, page 5
•
Documentation Updates, page 6
•
Known Caveats, page 6
•
Resolved Caveats, page 9
•
Cisco ICM Warm Consult Transfer/Conference to ISN (added 9/04), page 16
•
Obtaining Documentation, page 21
•
Obtaining Technical Assistance, page 22
New Features
This section lists features new to ISN 2.1.
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Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA
Copyright © 2003-2004 Cisco Systems, Inc. All rights reserved.
New Features
External VXML for the Get Speech Micro-Application
You can use the Get Speech micro-application to pass information to and from an external VXML file.
You set up the Get Speech micro-application to utilize external VXML by setting the Media Library Type
to “V”. The Application Server creates VXML that calls the external VXML that is specified in the
external VXML file name. The URL to the external VXML is formed from a combination of the
media_server, locale, App_Media_Lib and external VXML file name. If the VXML file name does not
contain a file extension, the default “*.vxml” is used.
ISN allows you to pass 1050 characters to and from the VXML. You use an array variable to pass
information to and from the VXML.
You can pass information to the external VXML using two methods:
Note
•
Using VXML <param> elements - a completely VXML solution that does not require media server
side scripting.
•
Using URL parameter elements - the name/value pairs that are set up in the variable array are
appended to the URL to the external VXML. Using this instance, the media server side scripting
logic parses the URL and passes the parameters to the external VXML document.
Use of complex external VXML applications with ISN 2.1 may hinder performance on IOS Gateways.
Since each external VXML application is different, the customer/partner is responsible for verifying the
performance of their own VXML applications.
Dynamic Audio File Support
In ISN 2.0, all audio files needed to be specified in the VRU Script Name of the PlayMedia, Menu,
GetDigits and GetSpeech micro-applications. ISN 2.1 gives you the capability to use a single
micro-application and specify the prompt using call variables and the ICM formula editor. If you set the
second VRU Script Parameter to a value, prefixed by a dash, the ISN looks at the corresponding Call
PeripheralVariable for the name of the audio file to play. For example, setting the second VRU Script
Paramter to “-5” causes the ISN to play the audio file listed in the Call PeripheralVariable5.
Gatekeeper Failover
ISN 2.1 uses the Hot Standby Router Protocol (HSRP) method of gatekeeper failover. HSRP is a
Cisco-proprietary routing protocol that provides backup to a gatekeeper in the event of failure. Using
HSRP, several gatekeepers work together to present the appearance of a single virtual router on the LAN.
The gatekeepers share the same IP and MAC addresses, therefore in the event of failure of one
gatekeeper, the hosts on the LAN are able to continue forwarding packets to a consistent IP and MAC
address. The process of transferring the routing responsibilities from one device to another is transparent
to the user.
Note
HSRP is the only failover method utilized by ISN 2.1. Gatekeeper clustering is NOT used.
Release Notes for Cisco Internet Service Node, Release 2.1 (updated 9/04)
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What’s Changed
What’s Changed
Spanish.wav Files
ISN 2.0 provided a default set of system media files for English, located in the en-us locale. ISN 2.1
continues to provide these English files, and also includes sample Latin American Spanish.wav files,
located in the es-mx locale. These files are all Mu-Law 8-bit.wav files.
New ECC Variables
The following ECC Variables have been added, as a result of the new external VXML functionality. You
need to configure these variables if you plan on using external VXML with the Get Speech
micro-application. If you don’t plan on using external VXML with Get Speech, you must set these ECC
Variables to “1”. For more information about configuring ECC Variables, see the “Upgrading ISN
Software” section in the ISN 2.1 Installation Guide.
•
user.microapp.UseVXMLParams
•
user.microapp.ToExtVXML
•
user.microapp.FromExtVXML
Required Hardware and Software
Note
The information in Table 1 was current as of the posting date of this document. Check the Cisco Internet
Service Node (ISN) Version 2.0 Technical Reference for updates to these specifications.
Table 1
ISN 2.1 Required Hardware and Software
Component
Hardware
Required Software
Cisco Gateway
Cisco12.3(3)
Cisco 3640A
Cisco 3660
Cisco 3725/3745
Note: No VXML support is available
for the Cisco 3725/3745.
Cisco AS5300
Cisco AS5350
Cisco AS5400
Cisco AS5400hpx
IP Telephone
Cisco 7960
Skinny Image
Gatekeeper
Cisco 2600 series
Cisco 3600 series
Cisco 3700 series
Cisco IOS Version 12.3(3)
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Required Hardware and Software
Table 1
ISN 2.1 Required Hardware and Software (continued)
Component
Hardware
NAM/ICM
JTAPI Client
ISN 2.1 supports the following versions of
ICM and Call Manager:
None
Cisco Call
Manager
ASR/TTS Server
Required Software
•
Cisco ICM 4.6.2 and ICM 4.6.2 SR1
with Call Manger 3.2(2) c
•
Cisco ICM 5.0 and ICM 5.0 SR1-SR3
with CallManager 3.3.(3)
Cisco Version 1.2(1.20)
See the “NAM/ICM” component for the list
of supported CallManager versions.
Vendor Dependent
Speech Recognition: Nuance 8.0 MRCP
Server 1.0 with SP2, or Speechworks Open
Speech MRCP Server (OSMS) 1.1.1 with
Open Speech Recognizer (OSR) 1.1.4 have
been tested by Cisco and verified to work
with ISN.
Text-to-Speech: Nuance Vocalizer 2.0.6
(MRCP variant) is supported.
ISN Components
Cisco Hardware:
MCS-7845H-2.4-CC1
Application Server/
Voice Browser 3rd Party software:
3rd Party Hardware:
HP DL-380 G3 or IBM x345
Microsoft Windows 2000 SP2
(used with ICM 4.6.2 testing)
2 x 2400 MHz Intel Xeon processor Microsoft Windows 2000 SP3
(used with ICM 5.0 testing)
1000 MB RAM
Microsoft Internet Explorer 6.0 Service
2x18 GB SCSIHDD, RAID 1
Pack 1 recommended
configuration
Symantec pcANYWHERE 10.5
3.5" floppy drive
(for remote administration and support)
Internal DVD-ROM drive
Adobe Acrobat Reader
2 x 10/100 Ethernet ports
Redundant Hot-Swap power
supplies
Redundant Hot-Swap fans
ISN SDDSN Server:
1400MHz or greater Intel Pentium
processors
512+ MB RAM
18.2+ GB usable disk space
3.5" floppy drive
Internal CD-ROM or DVD-ROM
drive
SDDSN 3rd Party software:
Microsoft Windows 2000 Server with SP3
Microsoft Internet Explorer 6.0 Service
Pack 1 recommended
Symantec pcANYWHERE 10.5 (for
remote administration and support)
Adobe Acrobat Reader
1 x 10/100 Ethernet ports
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Uninstall for SDDSN
Uninstall for SDDSN
ISN Version 2.1 supports uninstall for SDDSN. The rest of this section applies to systems that had or
have SDDSN 1.0.1 installed on them.
If you have version 1.0.1 or 2.0 of SDDSN installed, then run the 2.1 upgrade. New files are overlaid on
top of the old files. Configuration is unchanged; you do not have to reconfigure SDDSN.
If you uninstall this upgrade later, you are left with a non-functioning, partial SDDSN (which has no
uninstall, because it is a remnant of 1.0.1). You can then run a new upgrade, which gives you a new
functional SDDSN with configuration still intact.
If you want to completely remove SDDSN, you must reformat the disk. This is because there was no
uninstall for ISN 1.0.1 SDDSN.
Note
This version of the Application Server is not compatible with the ISN 1.0 or 1.0.1 Voice Browsers and
vice versa.
ASR and TTS Engine Support
ISN 2.1’s support for ASR and TTS is defined by the functionality supported by the ASSR and TTS
engines that are used in the solution. ISN Version 2.1 has been tested with the Nuance and Speechworks
versions listed in Cisco Internet Service Node (ISN) Data Sheet on Cisco Connection Online (CCO) at
http://www.cisco.com.
During that testing, the following differences between these two products were identified by the ISN
Team:
•
The only currency supported for ASR is U.S. Dollars in Nuance 8.0.
•
Play Data (PD) as Char (where char is a list of digits) is not supported in Nuance Vocalizer 1.0 but
is supported in Vocalizer 2.0.
•
PD as ETime is not supported in Nuance Vocalizer 1.0 but is supported in Vocalizer 2.0.
•
PD as TOD is not supported in Nuance Vocalizer 1.0 but is supported in Vocalizer 2.0.
•
PD as Date is not supported in Nuance Vocalizer 1.0 but is supported in Vocalizer 2.0.
•
PD as Currency is not supported in Nuance Vocalizer 1.0 but is supported in Vocalizer 2.0.
•
Nuance Vocalizer 2.0 supports only English.
•
The Nuance ASR engine does not buffer voice or DTMF input before the recognizer is ready to
listen.
•
Built-in type: Currency in Nuance ASR returns in the format UUUmmm.mm, where UUU is the
three character currency indicator.
•
When using external VXML with Nuance ASR, specifying an invalid locale causes the default locale
to be used, and the recognizer does not return an error.
•
ISN was not tested with the Speechworks TTS product.
•
Built-in type: Currency in Speechworks ASR returns in the format mmm.mm, with no currency
indicator prefix.
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Documentation Updates
Documentation Updates
Consult Transfers vs. Single Step Transfers with Requery
If an agent wants to perform a single step transfer with a requery, then the Network Transfer Preferred
box on the Call Manager PIM in PG Explorer must be checked. However, the agent needs the Network
Transfer Preferred box to be unchecked in order to perform a consult transfer and conference to a second
agent. Thus, the agent may have to decide if they want to perform single step transfers with requery or
consult transfers and conference to a second agent, and set the single Network Transfer Preferred box
on the Call Manager PIM in PG Explorer accordingly.
Known Caveats
The following known caveats exist in ISN 2.1.
Defect Number: CSCma26483
Component: Voice Browser
Severity: 2
Headline: Call is immediately disconnected in ISN comprehensive mode
Symptom: Call is immediately disconnected upon arrival into ISN.
Conditions: This occurs only in ISN Comprehensive mode, where the IVR leg gateway has a Class A,
B or C subnet address that is greater than that of the ISN Voice Browser.
Workaround: Change the IP address of the IVR leg gateway to have a Class A, B and C subnet address
that is less than or equal to that of the ISN Voice Browsers.
Defect Number: CSCma26552
Component: Application Server
Severity: 3
Headline: The Application Server engine virtual memory runs high, at 630 meg
Defect Number: CSCma26582
Component: Application Server
Severity: 3
Headline: The Ports Busy state is encountered on the ISN routing client Application Server
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Known Caveats
Defect Number: CSCma26551
Component: Application Server
Severity: 3
Headline: The Application Server cannot start because the RMI port is being used by another process
Defect Number: CSCma26373
Component: Installation
Severity: 3
Headline: Missing settings in the system.properties file during an upgrade from ISN version 2.0 to ISN
version 2.1
Defect Number: CSCma26447
Component: Test Tools
Severity: 3
Headline: Media Server alarms are not reported to Alarm Tracker by SDDSN
Defect Number: CSCma26485
Component: Voice Browser
Severity: 3
Headline: Voice Browser stops working when ISN transfers a call to another ISN
Defect Number: CSCma26456
Component: Voice Browser
Severity: 3
Headline: A reroute attempt after a “no answer” does not work with a post-routed call
Defect Number: CSCma26449
Component: Voice Browser
Severity: 3
Headline: Call preservation in a Cisco Call Manager cluster does not work with ISN
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Known Caveats
Known Caveats in Other Products
The following issues occur in other Cisco products, but may affect ISN Release 2.1
Defect Number: CSCeb80329
Component: sw-phone-7960
Severity: 2
Headline: 7960 phones continually lose registration with Cisco Call Manager
Symptom:7960 phones continually lose registration with their Call Manager.
Conditions: This occurs only in 3.3(3). The same phones worked fine at 3.3(2)SPB. The problem started
occurring only after the upgrade to 3.3(3)
Workaround: Use the older version of firmware: P00303020204
Defect Number: CSCdz75532
Component: voice-h323
Severity: 2
Headline: Need rtp-nte for ASR; originating call may not supply
Symptom: DTMF tones are not detected by ASR server
Conditions: DTMF tones are needed inband on the audio stream in order to be detected by ASR servers.
Not all call originating equipment (e.g. Cisco Call Manager) can provide DTMF inband.
Workaround: Callers may use voice input.
Defect Number: CSCeb59499
Component: voice-xml
Severity: 3
Headline: Noninput error not generated during record
Defect Number: CSCeb74742
Component: voice-xml
Severity: 3
Headline: A prompt that is changed/updated on an HTTP media server is not updated in media play
cache on the gateway
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Resolved Caveats
Defect Number: CSCeb52272
Component: voice-xml
Severity: 3
Headline: Sometimes TTS does not play, yet no error appears
Defect Number: CSCeb59425
Component: voice-xml
Severity: 3
Headline: VXML cant resume execution after loading a javascript
Defect Number: CSCeb87540
Component: voice-xml
Severity: 3
Headline: Gateway always uses TTS server instead of playing a prompt for <audio>
Defect Number: CSCeb67029
Component: voice-xml
Severity: 3
Headline: Gateway stoppage occurs when choosing an OSDM under the Menu
Resolved Caveats
The following issues have been resolved in ISN Version 2.1.
Defect Number: CSCma25848
Component: Application Server
Severity: 2
Headline: App Server failure; call lost; did not connect to the restarted Application Server
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Resolved Caveats
Defect Number: CSCma25849
Component: Application Server
Severity: 2
Headline: App Server failure; call reconnects after a 20-30 second delay
Defect Number: CSCma25564
Component: Application Server
Severity: 2
Headline: App Server needs to handle the FIA change on Gateway
Defect Number: CSCma25892
Component: Application Server
Severity: 3
Headline: Critical media prompt is locked
Defect Number: CSCma25729
Component: Application Server
Severity: 3
Headline: Play Data currency interprets.10 as “one cent” instead of “ten cents”
Defect Number: CSCma25331
Component: Application Server
Severity: 3
Headline: App server receives a PORTS BUSY message and goes out of service indefinitely.
Defect Number: CSCma25265
Component: Application Server
Severity: 3
Headline: Play Data currency interprets.10 as “one cent” instead of “ten cents”
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Resolved Caveats
Defect Number: CSCma25296
Component: Application Server
Severity: 3
Headline: An incorrect error message for the ASR error in external VXML appears
Defect Number: CSCma24951
Component: Application Server
Severity: 3
Headline: The App server should never prepend http: unless no protocol is specified
Defect Number: CSCma25050
Component: Application Server
Severity: 3
Headline: App server should go out of service and inform the Voice Browser immediately when the PG
is down
Defect Number: CSCma24856
Component: Application Server
Severity: 3
Headline: DCDirectory should be a dependency of network connection
Defect Number: CSCma24941
Component: Application Server
Severity: 3
Headline: Hitting the <enter> key while adding a DNIS to ISN may add the value to group 200 instead
of group 100
Defect Number: CSCma13959
Component: Application Server
Severity: 3
Headline: Application Server timed out waiting for a call from the Voice Browser
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Resolved Caveats
Defect Number: CSCma20970
Component: Application Server
Severity: 3
Headline: ISN is not supported with NIC in VRU type 7 call flow
Defect Number: CSCma24354
Component: Application Server
Severity: 3
Headline: Reporting for IVR time is not available (the ServiceID is not configured)
Defect Number: CSCma25868
Component: Documentation
Severity: 3
Headline: Gateway configuration documentation needs a modification
Defect Number: CSCma26226
Component: Documentation
Severity: 3
Headline: Clarifications required in Appendix C of the ISN 2.0 Configuration and Administration Guide
Defect Number: CSCma26050
Component: Documentation
Severity: 3
Headline: The ISN 2.0 Configuration and Administration Guide needs to be updated for Play Data
functionality
Defect Number: CSCma25772
Component: Documentation
Severity: 3
Headline: HSRP failover with Cisco CallManager has an interval where transfers do not succeed
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Resolved Caveats
Defect Number: CSCma25222
Component: Documentation
Severity: 3
Headline: Play Data built in grammars may produce different outputs depending if TTS is used or not
Defect Number: CSCma24947
Component: Documentation
Severity: 3
Headline: The ISN 2.0 Configuration and Administration Guide needs instructions for configuring the
“mrcp client rtspsetup enable” on the Gateway
Defect Number: CSCeb32130
Component: Documentation
Severity: 3
Headline: ISN 2.0 Configuration and Administration Guide incorrectly describes the Gatekeeper Name
parameter
Defect Number: CSCma26039
Component: install
Severity: 3
Headline: The ISN 2.0 Installation Guide needs to describe Service Control Queue Reporting box
Defect Number: CSCma24722
Component: Installation
Severity: 3
Headline: Unable to load the ISN SNMP MIBfile
Defect Number: CSCma24368
Component: Installation
Severity: 3
Headline: During ISN installation, Ocassionally the progress status bar moves too quickly and/or jumps
from almost complete to 50% complete
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Resolved Caveats
Defect Number: CSCma24455
Component: Installation
Severity: 3
Headline: On MCS hardware, the SDDSN does not install properly
Defect Number: CSCma26073
Component: Voice Browser
Severity: 2
Headline: Voice Browser does not clean up calls
Defect Number: CSCma25603
Component: Voice Browser
Severity: 2
Headline: Extra destination Info in ACF causes Voice Browser issues
Defect Number: CSCma25005
Component: Voice Browser
Severity: 2
Headline: Voice Browser media server failover takes too long to recognize that the server is down
Defect Number: CSCma25080
Component: Voice Browser
Severity: 2
Headline: Outpulse transfer does not consistently work in comprehensive mode
Defect Number: CSCma24946
Component: Voice Browser
Severity: 2
Headline: Placing caller on hold for more than 100 seconds drops caller
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Resolved Caveats
Defect Number: CSCma25641
Component: Voice Browser
Severity: 3
Headline: G729 codec negotiation sometimes causes errors in the Voice Browser
Defect Number: CSCma25618
Component: Voice Browser
Severity: 3
Headline: Gatekeeper bandwidth shows 128K for a call that is in reality using no bandwidth when in
ISN Comprehensive mode
Defect Number: CSCma24945
Component: Voice Browser
Severity: 3
Headline: Need a separate Voice Browser Admin command to enable H323 tracing
Defect Number: CSCma24706
Component: Voice Browser
Severity: 3
Headline: Voice Browser drops a call in certain timing conditions
Defect Number: CSCma24493
Component: Voice Browser
Severity: 3
Headline: Voice Browser TraceMask of 0x101003 causes a logging overload
Defect Number: CSCma24549
Component: Voice Browser
Severity: 3
Headline: Stranded calls should be deleted after a period of time
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Cisco ICM Warm Consult Transfer/Conference to ISN (added 9/04)
Defect Number: CSCma23943
Component: Voice Browser
Severity: 3
Headline: With ISN Voice Browser, packetization is 20ms even if gateways are configured for 30ms
Defect Number: CSCma23427
Component: Voice Browser
Severity: 3
Headline: A restart delay occurs when the Application Server loses connectivity
Defect Number: CSCma23742
Component: Voice Browser
Severity: 3
Headline: A complete failover of the media server causes a 10 second delay before playing
announcements
Cisco ICM Warm Consult Transfer/Conference to ISN (added
9/04)
This section provides information about the minimal software component release requirements for the
Cisco ICM Warm Consult Transfer and Conference to ISN feature. This section also includes a list of
known resolved caveats required for this feature. Resource sizing and configuration requirements are
also included.
Description of the ICM Warm Consult Transfer/Conference to ISN feature
When an agent attempts a warm consultative transfer/conference to another agent, but there is no agent
available in the skill group to service the request, the first agent is placed in a queue to wait for the
availability of an agent in the desired skill group. In order to place the first agent in queue, a call is
initiated from the CallManager to the ISN (via a Translation Route to VRU) to provide queue music to
the first agent. To the ISN, this appears as a new call from an IP phone. However, due to the nature of
the call signaling, this type of call requires a Media Termination Point (MTP) resource to be allocated
in the CallManager.
Optionally, customer business callflows may require that IP phone users call ISN directly. For example,
you may have a corporate IP phone network that is serviced by an ISN help desk call center. IP phone
users with problems would call an ISN number to open trouble tickets. These IP phones require MTP
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Cisco ICM Warm Consult Transfer/Conference to ISN (added 9/04)
resources in the CallManager if callers perform any “supplementary services”, such as putting the ISN
agent on hold. This requires additional sizing and configuration, as noted in the “IP-originated calls
only” instructions below.
Resource Sizing for ICM Warm Consult Transfer/Conference to ISN feature
The ICM Warm Consult Transfer/Conference to ISN feature requires the following steps:
Step 1
Assign a separate ISN machine dedicated to accepting the warm transfer queue calls from Call Manager.
This is because MTP must be enabled in Call Manager for the ISN H323 gateway device for calls that
Call Manager sends to ISN. Since is not recommended that you enable MTP in Call Manager for calls
that do not require warm transfer functionality, it is necessary to segregate ISN calls that perform the
warm transfer queuing.
Step 2
Determine the maximum number of calls that could be in the warm consultative transfer state at any one
time. Use this number to size the number of MTP resources that are required in CallManager. One way
to approximate this is to monitor the ICM script that processes consultative transfer requests from the
agents. Look at the ICM script monitor during a busy hour and note the number of calls that exit the
Queue to Skill Group node via the queue path (the 'check' path out of the Queue to Skill Group node).
For example, assume that:
– ICM script monitor shows 360 calls over a 60-minute period during busy hour in this script path.
– The average length of (agent queue time + subsequent transfer/conference time) = 6 minutes.
– (360 calls / 60 minutes) * 6 minutes = 36 calls
– Each call uses 2 MTP resources = (36 calls * 2 resources) = 72 MTP resources
Step 3
(IP-originated calls only). Determine if customer business callflows require that IP phone users call ISN
directly (as described in the second paragraph of the Description of the ICM Warm Consult
Transfer/Conference to ISN feature section). Find the maximum number of IP-originated calls that
could simultaneously be active in ISN at any one time. For example, you find the number is 30. Each
call requires 2 MTP resources, so the total MTP resources required would be 60.
Step 4
Add the two numbers obtained from steps 2 and 3 (in this example, 72 + 60). This is the number of MTP
resources that must be allocated in Call Manager.
It is recommended that you allocate some additional percentage of MTP resources to handle unexpected
call volume spikes. Either software or hardware MTP may be used, keeping in mind that software MTP
consumes significant CallManager CPU resources.
Configuration for the ICM Warm Consult Transfer/Conference to ISN feature
To configure the ICM Warm Consult Transfer/Conference to ISN feature, do the following:
Step 1
Install the new ISN machine. It can be configured identically to all other ISN machines, with the
exception of the following:
– Define it as a Type 2 VRU in Network VRU Explorer in ICM.
– Network Transfer Preferred must be disabled for this peripheral
– In AppAdmin, add the Translation Route DNIS's that you will define in Step 5 using:
•
CallDefinitions -> Select Group 200 -> Add New DNIS
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Cisco ICM Warm Consult Transfer/Conference to ISN (added 9/04)
Be sure to add each Translation Route DNIS.
Step 2
If the ISN machine resides in a different location from the CallManager cluster initiating the calls, WAN
bandwidth will be a consideration since the prompts are played G.711from the ISN machine. In this case,
size and configure the network appropriately. Where possible, the ISN should be co-located with the
CallManager to eliminate these bandwidth requirements.
Step 3
Define a gateway device in CallManager for the ISN machine installed in Step 1. Under
Device->Gateway, define an H.323 gateway using the ISN IP address. Be sure to enable the “Media
Termination Point Required” check box.
Step 4
Configure MTP resources according to Call Manager instructions for the type of MTP that you have
selected to use (software or hardware).
Step 5
(IP-originated calls only). Determine if customer business callflows require that IP phone users call ISN
directly (as described in the second paragraph of the Description of the ICM Warm Consult
Transfer/Conference to ISN feature section). IP-originated calls must be routed to the ISN which has
MTP enabled. This allows the caller to perform supplementary services, such as putting ISN on hold. In
CallManager administration under “Route Plan” using route groups/lists/patterns, route ISN DNIS’s to
the ISN gateway installed in Step 1 above. If you want to load-balance between two ISN’s:
– Define an additional ISN gateway device in CallManager with MTP enabled.
– Create a route group and put both of the ISN gateways in the route group, both with order
priority 1.
– Create a route list and put the route group in the route list.
– Create a route pattern and assign the route list to the route pattern.
– In Service Parameters for CallManager, set “Reorder Route List” to TRUE and the 'H225 TCP
timer' to 5.
Step 6
Create an ICM script containing a Translation Route to VRU node similar to the script below. Refer to
ICM documentation for information on configuring a Translation Route to VRU. This script should be
tied to the Dialed number and call type that the agent invokes to do a warm consultative
transfer/conference.
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Minimal Component Version Required for the feature
To use the Cisco ICM Warm Consult Transfer/Conference to ISN feature, you must be using the
following component versions:
•
ICM 5.0 Service Release 7 and CTIOS Server 5.1, SR1.There are three defects that must be fixed
before using the new feature. This can be done using the Software Bug Toolkit to resolve the issues.
Please reference, via the embedded link to the “Software Bug Toolkit”, known caveats CSCsa24896,
CSCma24606 and CSCef25138 for support of this issue. The information in the caveat indicates the
appropriate action to resolve the issue.
•
CCM 3.3 (3) SR4a.There are two defects that must be fixed before using the new feature. This can
be done using the Software Bug Toolkit to resolve the issues. Please reference, via the embedded
link to the “Software Bug Toolkit”, known caveats CSCee93186 and CSCee87832 for support of this
issue. The information in the caveat indicates the appropriate action to resolve the issue:
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Cisco ICM Warm Consult Transfer/Conference to ISN (added 9/04)
•
ISN 2.1. There is one defect that must be fixed before using the new feature. This can be done using
the Software Bug Toolkit to resolve the issues. Please reference, via the embedded link to the
“Software Bug Toolkit”, known caveats CSCsa28186 for support of this issue. The information in
the caveat indicates the appropriate action to resolve the issue.
•
This feature also requires that you apply ISN 2.1 Hot Fixes 1 through 10.
Known Caveats in the ICM Warm Consult Transfer/Conference to ISN feature
The following known caveats exist in this feature.
Defect Number: CSCef32680
Severity: 3
Symptom: When no MTP resources are available, consult transfer calls which were first queued at ISN
fails. The agent can retrieve the original call after the consult failure.
Conditions: CCM 3.3.3 SR4a, ISN 2.1, ICM 5.0 SR7
Load Test the Following:
Initiate a call to ISN, which is registered with the CCM as H323 gateway.
ISN redirects the call to Agt1
Agt1 answers the callAgt1 consult transfers to ISN
ISN redirects call to Agt2
Agt2 answers the call
Agt1 completes the conference
Workaround: Monitor the MTP utilization via procmon. Cycle the CallManager during a maintenance
window if MTP usage is high during light call loads.
Defect Number: CSCee96472:
Severity: 3
Symptom: A consult call is completed where the consult call is first queued to ISN. MOH does not play
when the conference controller puts the call on hold.
Conditions: CCM 3.3.3 SR4a, ISN 2.1, ICM 5.0 SR7
Workaround: None
Defect Number: CSCsa29917
Severity: 3
Symptom: After one of the conferenced party releases the call, the conference controller desktop still
has calltype conferenced.
Condition: CCM 3.3.3 SR4a, ISN 2.1, ICM 5.0 SR7, CTIOS 5.1
Caller (3901) dials 2299
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Obtaining Documentation
Agt1 (3902) Answer (Caller and Agt1 talk)
Agt1 Conference init to 5858 (Caller on hold, Agt1 in queue)
Agt2 presses Make Ready (Agt2's phone rings Agt now Reserved)
Agt2 (3903) Answer Call (Agt1 and Agt2 talk, Caller still on hold)
Agt1 presses Complete Conference (All 3 talking)
Agt1 presses Hold (Caller and Agt2 talk No music heard)
Agt2 presses Hold (Caller hears Music)
Agt2 Retrieve (Caller and Agt2 talk no music heard)
Agt1 presses Retrieve (All 3 talking)
Caller releases.
Workaround: None
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.
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Obtaining Technical Assistance
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 technical
comments electronically. Click Feedback in the toolbar and select Documentation. After you complete
the form, click Submit to send it to Cisco.
You can e-mail your comments to bug-doc@cisco.com.
To submit your comments by mail, use the response card behind the front cover of your document, or
write to the following address:
Attn Document Resource Connection
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
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 Web site.
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.
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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 the following Web site:
http://www.cisco.com
Technical Assistance Center
The Cisco TAC Web site 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 Web site
If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC Web
site:
http://www.cisco.com/tac
P3 and P4 level problems are defined as follows:
•
P3—Your performance is degraded. Functionality is noticeably impaired, but most business
operations continue.
•
P4—You need information or assistance on Cisco product capabilities, product installation, or basic
product configuration.
In each of the above cases, use the Cisco TAC Web site to quickly find answers to your questions.
To register for Cisco.com, go to the following Web site:
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 Web site:
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
Web site:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
P1 and P2 level problems are defined as follows:
•
P1—Your production environment is down, causing a critical impact to business operations if
service is not restored quickly. No workaround is available.
•
P2—Your production environment is severely degraded, affecting significant aspects of your
business operations. No workaround is available.
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