Cisco Collaboration Server
5.0 Service Release 2
12/17/2004
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Cisco Collaboration Server Software: Service Release1 for Cisco Collaboration Server Version 5.0
Copyright © 2004, Cisco Systems, Inc.
All rights reserved.
Contents
1 Overview ................................................................................... 4
2 New in this Release .................................................................. 5
3 Installation Instructions ........................................................... 6
3.1 How to Install Service Release 2 for Collaboration Server 5.0 ........... 7
3.2 How to Uninstall Service Release 2 for Collboration Server 5.0 ........ 8
4 Known Caveats in this Service Release ................................. 9
5 Resolved Caveats................................................................... 14
6 Obtaining Documentation ..................................................... 26
6.1 World Wide Web .................................................................................... 26
6.2 Documentation CD-ROM ....................................................................... 26
6.3 Ordering Documentation ...................................................................... 26
6.4 Documentation Feedback ..................................................................... 27
7 Obtaining Technical Assistance ........................................... 28
7.1 Cisco.com ............................................................................................... 28
7.2 Technical Assistance Center................................................................ 28
4
1 Overview
This document describes Service Release 2 (SR2) for Cisco Collaboration
Server (CCS) Version 5.0. You can install this service release only on systems
running CCS Version 5.0.
This Service Release includes components that have been updated to resolve
caveats that were found in the product (this includes SunJVM support for
agents and callers). It also adds UI localization support for Japanese. No
additional features or modifications have been made.
Note: Service Release 2 can be installed safely on systems running CCS 5.0
with these Engineering Specials: ES2, ES3, ES4, and ES5.
If you have Engineering Specials other than above mentioned, you must
uninstall those Engineering Specials before installing Service Release 2. You
then will have to request for the Engineering Specials to be applied on top of
Service Release 2. You need to make such request by contacting Cisco TAC
(refer to Section 6.2 for information how to contact TAC.)
This document contains these sections:
 New in this Release
 Installation instructions
 Resolved Caveats
 Obtaining documentation
 Obtaining technical assistance
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2 New in this Release
This section describes the new functionality in Service Release 2. For known
and fixed caveats see sections 4 and 5.
1. Oracle 9i support
Oracle9i 9.0.1.4 JDBC driver (classes12.zip for JDK 1.3) is supported
in this release. The driver must be downloaded from Oracle’s website.
Once downloaded, make sure the driver is named ‘classes12.zip’ and is
placed in the Cisco_CS\servlet directory.
2. SunJVM support for clients
a. Single Session Agent (SSAgent) – The SSAgent applet
supports SunJVM 1.4 in IE browsers. SSAgent’s must have a
JavaVM installed.
b. Application Sharing – Application Sharing (viewer and sender)
supports SunJVM 1.4 in IE browsers. On Windows XP callers,
a Java VM is not necessary to view or to share applications.
When integrated with DCA, set complexity mode of the
caller.properties to ‘mixed’.
c. Advanced Page Sharing (complex pages, follow me, form
share) – In this release, all advanced page sharing must be done
through the use of an integrated DCA (Dynamic Content
Adapter) to support SunJVM within IE browsers.
d. Multi Session Agent (MSCAgent) – Simple page sharing must
be done through the use of an integrated DCA (Dynamic
Content Adapter).
3. Japanese Language support
Japanese support is included in this Service Release.
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3 Installation Instructions
Service Release 2 for Cisco Collboration Server 5.0 installs files that resolve
caveats on different components. The installation program automatically detects
the components installed on the machine and installs the files specific to those
components. (The installation program does not install files for components that
it does not find on the machine.)
This section describes these topics:


Installing Service Release 2 for Cisco Collaboration Server 5.0.
Un-installing Service Release 2 for Cisco Collaboration Server 5.0.
Important: Be sure to schedule a maintenance window prior to installing
Service Release 2.
3.1 How to Install Service Release 2 for Collaboration Server
5.0
3.1.1 Microsft Windows
Cisco Collaboration Server 5.0 Service Release 2 must be installed on the
machine where CCS 5.0 is installed.
Follow these steps on each box on which you install this service release:
1. Prior to installing the software, review the special instructions listed in the
previous Overview section regarding installing the Service Release in an
environment with Engineering Specials installed.
2. IIS and WWW Services.
3. Insert the installation disk into the appropriate drive.
Note: You can also obtain the exectuable from the Cisco Software Center.
4. Double-click the CCS5.0(0)_SR2.exe file to start the installation process.
Note:
The installer asks you to select a language. Select the
applicable language for your system. Follow the installation wizard, being sure to
follow the instructions on each screen. Click Finish to complete the installation.
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5. If you did not follow the post-install instructions displayed on one of the
Wizard screens that are described below, you must perform these steps
before restarting the services.
1) Change the directory security permissions for the directory C:\Program Files\New Atlanta\Servlet ISAPI\Servlets - so that 'Everyone'
has full control (right click on the directory, select properties, select security
tab, uncheck 'Allow inherotable... ', click the add button, add 'Everyone',
click ok, check the 'full control' checkbox, click the ok button)
6. When the installation is complete, restart IIS and WWW Services.
3.1.2 Solaris 2.8
1. Backup (tar) CCS 5.0 SR 1 and iPlanet installs.
2. untar ccs-5_0_148_sr2-patch.tar
3. Readme.txt included in the tar file states:
This directory contains the CCS 5.0SR2 patch which is intended to be applied
to the CCS 5.0SR1 build of CCS.
The install_patch script will look for a ${HOME}/Cisco_CS directory
containing the active CCS installation. If you chose to install CCS in another
location, run install_patch with the path to CCS. For example, if you installed
CCS in /opt/cisco/collab, run the installer with the following command:
./install_patch /opt/cisco/collab
If you accepted defaults when installing CCS 5.0 SR1, all you should have to
type is:
./install_patch
3.2 How to Uninstall Service Release 2 for Collaboration
Server 5.0
3.2.1 Microsoft Windows
To uninstall Service Release 2 for Cisco Collaboration Server 5.0, use the
Windows Add/Remove Programs Control Panel Following these steps:
1. Stop IIS and WWW Services
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2. Click Start > Settings > Control Panel > Add Remove Programs.
3. Select Cisco Collboration Server Service Release CCS5.0(0)_SR2.
4. Click Change/remove and follow uninstaller instructions.
5. Restart IIS and WWW Services.
3.2.2 Solaris 2.8
There is no uninstall script for CCS 5.0 SR2 for Solaris.
In order to rollback to CCS 5.0 SR 1, it is necessary to utilize the backedup (tar)
files that were made during the install process (as noted in section 3.1.2).
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4 Known Caveats in this
Service Release
This section provides a list of significant known defects in Cisco Collaboration
Server 5.0 SR2
Identifier
CSCsa37636
Severity
3
Component
admin
CSCsa44576
CSCsa38514
CSCsa40975
CSCsa35221
4
3
3
4
admin
admin-roles
ccs-integration
documentation
CSCma23556
CSCsa35723
3
3
ie
other
CSCsa38284
CSCsa47836
CSCsa47827
CSCsa48421
3
3
3
3
reports
usability
whiteboarding
whiteboarding
Headline
Unable to create or modify roles after running DCA
CCS admin UI does not have an option in the ' Db
select Ora9i.
Duplicate role getting created in CCS Admin
Appshare- Caller unable to control shared desktop
Caller side Appshare shows error with DCA
Reload Toolbar command crashes IE 5.01 sp2 cal
browsers
Page sharing not working in windowsXP
Browser identification report for Successful advanc
returns no entries
Appshare window not clear on the caller desktop.
Cannot access Whiteboard on the caller desktop
Unable to add text during whiteboarding in Window
Detailed List Sorted by Bug Number
Defect Number: CSCsa37636
Component: admin
Severity: 3
Headline: Unable to create or modify roles after running DCA Updater
Symptom: Roles are not getting created after running the DCA Updater on
CCS server.
Condition: DCA-CCS Updater should be installed and DCA should be
integrated with CCS.
Workaround: None
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Defect Number: CSCsa44576
Component: admin
Severity: 4
Headline: CCS admin UI does not have an option in the ' Db type ' to select
Ora9i.
Symptom: When creating a Database Connection in the server admin, the term
Oracle 8/8i is used instead of Oracle 9i.
Condition: Database creation via the Webbased admin.
Workaround: Proceed on and use the Oracle 8/8i selection and ignore the
term. This is a cosmetic issue and not a functional one. Oracle 9i is fully
supported
Defect Number: CSCsa38514
Component: admin-roles
Severity: 3
Headline: Duplicate role getting created in CCS Admin
Symptom: Duplicate role gets created in CCS when the same role name is
specified with varying leading spaces. Trying to assign the role to an agent
returns error.
Condition: While creating roles, same role name should be specified, only
difference being the number of white spaces leading the role name.
Workaround: n/a
Further Problem Description: 1. Log into CCS Admin page, click Roles->
Create. 2. Create a role with role name as '_role' where '_' is a white space. 3.
Create another role with same role name but with two or more leading white
spaces '_ _role' 4. Now, the list shows two roles with the same role name. 5.
Trying to assign any of the created roles to an agent shows error "Unable to find
the selected Role. Click the back button (upper right) and try again." 6. Clicking
back button returns to the same error page. This is happening in both CCS
Windows and Solaris FCS Builds.
Defect Number: CSCsa40975
Component: ccs-integration
Severity: 3
Headline: Appshare- Caller unable to control shared desktop in winXP
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Symptom: Caller seems unable to take control from the Cisco Presentation
window when the agent enables desktop sharing by checking the Share
checkbox. This is due to what seems to be a very slow response
Condition: Agent should be logged in Windows XP SP1 or SP2
(Professional/Home Edition). JVM used is Sun JVM. Complexity Mode is set
to mixed in caller.properties.
Workaround: none. The problem is due to a slow response due to the number
of commands being sent through the connection.
Defect Number: CSCsa35221
Component: documentation
Severity: 4
Headline: Caller side Appshare shows error with DCA
Symptom: When a caller logs in to join a session, a message "This browser
cannot support App Sharing. Please upgrade to(at least) NN4.06 or IE 4.01 SP1.
Thank You." appears. This is happening for all versions of IE browsers.
Appshare windows is not displayed in the Caller panel after this.
Condition: When CCS is integrated with DCA and the caller side App Sharing
is enabled and caller side complexity mode is set to simple.
Workaround: complexity mode must be set to mixed mode. if set to simple,
the logic is instructed not to allow application sharing.
Defect Number: CSCma23556
Component: ie
Severity: 3
Headline: Reload Toolbar command crashes IE 5.01 sp2 caller browsers
Symptom: When an agent clicks the Reload Toolbar button (located on the
CCS Agent Desktop Caller Info page), it crashes the Collaboration Toolbar
browser window for callers using Internet Explorer 5.01sp2.
Condition: Occurs regularly with callers on Internet Explorer 5.01sp2 when an
agent clicks the Reload Toolbar button AND the Collaboration Toolbar browser
window is open on the caller side. Note that the agent is not affected.
Workaround: The purpose of the Reload Toolbar button is specifically to
reload the Collaboration Toolbar browser window for callers after a crash.
Therefore, it is unlikely that agents will click this button when that window is
open on the caller side. Nonetheless, when in session with callers using Internet
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Explorer 5.01sp2, agents should verify that the callers'; Collaboration Toolbar
browser window i closed before using the Reload Toolbar command.
Defect Number: CSCsa35723
Component: other
Severity: 3
Headline: Page sharing not working in windowsXP
Symptom: Clicking on the Pageshare button shows error message disabling
page sharing.
Condition: Operating system should be WindowsXP with Sun JVM installed.
Workaround: none
Further Problem Description: This happens on both agent and callers side for
SSC and MSC.
Defect Number: CSCsa38284
Component: reports
Severity: 3
Headline: Browser identification report for Successful advanced returns no
entries
Symptom: Running browser identification report on criteria 'Successful
advanced' returns no entries.
Condition: Final result dropdown should be set to 'Successful advanced' in
Admin page -> Reports -> Browser identification.
Workaround: None
Further Problem Description: Running report with Final result set as 'All'
returns Successful advanced entries. This was seen in CCS Solaris 5.0.104-sr1
build also. This feature works fine on CCS Windows.
Defect Number: CSCsa47836
Component: usability
Severity: 3
Headline: Appshare window not clear on the caller desktop.
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Symptom: Caller is viewing an Application Sharing. The image of the
application shows up but is marred with thin black lines (vertical and
horizontal) which are spaced in regular intervals.
Condition: Caller is running AOL 9.0 on Windows XP.
Workaround: none
Defect Number: CSCsa47827
Component: whiteboarding
Severity: 3
Headline: Cannot access Whiteboard on the caller desktop
Symptom: Whiteboard does not come up on Caller's desktop.
Condition: Login an agent on Win2K server & login SSC caller through AOL
browser on XP machine in a CCS-DCA setup. Try to do Application share. At
the caller's control panel - only Applet Window is shown. Whiteboarding does
not come up.
Workaround: None
Defect Number: CSCsa48421
Component: whiteboarding
Severity: 3
Headline: Unable to add text during whiteboarding in WindowsXP
Symptom: Unable to add text to whiteboard. Whiteboard text box disappears
as soon as it appears when the whiteboard is clicked after clicking the Text
Button.
Condition: The problem is seen on agent/callers logged into WindowsXP Prof
or Home (SP1/SP2) system with Sun JVM.
Workaround: None
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5 Resolved Caveats
This section contains a list of defects that were resolved in Service Release 2 of Cisco
Collaboration Server version 5.0. For more information on defects, use the Bug Toolkit found
at www.cisco.com/support/bugtools/Bug_root.html
Index of Resolved Caveats sorted by Component then Severity
Identifier
Severity
Component
CSCma27616
2
acd-lucent
CSCma25540
3
CSCma26259
1
CSCma27235
2
admin-skills
appletagent
appletagent
CSCma24927
2
CSCma27299
3
CSCsa21514
3
CSCma24634
3
app-share
browseragent
browseragent
browsermisc
CSCma26152
3
caller
CSCma26260
CSCma29397
3
2
caller
caller
CSCma29779
3
caller
CSCma23409
CSCma29231
6
3
chat
database
CSCma23353
5
international
CSCma23354
CSCma23930
3
3
international
international
CSCma25014
3
international
CSCma25025
3
international
CSCma25036
4
international
CSCma25037
3
international
Headline
CMB forces agent to ready state regarless of
settings
JPN: corruption in description in skill group show
page
Agentpanel.jhtml allows login with username but
no password
Agent Share Tab fails to load when agent locale
differs from server
CCS5.0 - Cient side Application Sharing doesnt
load on Agent
logon form overrides not working
DCA/CCS: Agent content area refreshing with
each chat
Hot Bar install causes browser test failure
Caller does not get chat messages and shared
pages in CallMe session
Caller control panel closing via X does not work
with IE 6
There are currently too many users in the system
Memory Leak, Person objects not being removed
from usercache
Collaboration agent fails when Suns Java Plug-in
is used with IE.
Server Deadlock error message
Error when including spaces in Desc. field (create
agents/skills)
if icm/ccs langs dont match, cant put space in
agent or skill desc
Skill Grp Desc with non-ASCII Latin1 is rejected
JPN: incorrect date format in Caller Collaboration
Result report
JPN: Java error occurs in the script preview
screen
Add Comments button shown in Eng in browser
identification report
JPN: Japanese characters in field become
corrupted in Form Share
15
CSCma25553
3
international
CSCma26836
3
CSCma27787
3
CSCma27064
3
international
logmanager
ms-agentgui
CSCma25264
1
CSCma27518
3
scriptbuilder
servercollaborati
CSCma26262
3
servlet-exec
CSCsa22933
3
usability
CSCsa23464
2
user-servlet
CSCsa34190
3
user-servlet
15
JPN: HTML truncation in wrap up screen in SSC
JPN: FormShare with JPN char does not work if
NN agent
LogManagerFilterServlet doesnt show all filters
ScriptViewer not Updating Scripts
Getting I/O error when uploading presentation
using Scriptbuilder
Multi-session chat doesnt work when default port
is changed
CCS 5.0/Servlet not being protected from Cross
sight scripting
Remote Enabled form share disabled after caller
chats
Agents not receiving chat session java.lang.NumberFormatException
CCS- userservlet should handle bad query strings
without java exceptions
Detailed List Sorted by Bug Number
Defect Number: CSCma27616
Component: acd-lucent
Severity: 2
Headline: CMB forces agent to ready state regarless of settings
Symptom: CMB forces agent to Ready state regardless of CiscoCTI settings.
Condition: Product Versions- CCS- 5.0.104-sr1 (solaris) CTIOS v5 ICM v5 SR3 ACD PG =
Lucent Definity G3 CMB 5.0.0566-drop5a-1 We have set agent preferences, CCS roles and
CMB properties all contrary to "ready after login" CCS- autoconnect meetme requests =false
go into autoconnect after login =false skill mode = meetme CMB- readyaftersignon = false all
to false, and still the agent is put in ready state after sign- on. We do not want them in ready
immediately, as it takes time for the CCS applet to load, and agents are caught offguard before
they are actually ready. Notes- - If agent logs into the phone manually (via login button), they
go into Aux work. - If agent logs into CTIOS and NOT CCS, they go into aux-work. - If they
log in via CCS, they go into ready immediately after login.
Workaround: None
Defect Number: CSCma25540
Component: admin-skills
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Severity: 3
Headline: JPN: corruption in description in skill group show page
Symptom: <NoCmdBold> In Cisco Web Collaboration option, Japanese skill group
description is corrupted in Skill Group : Show page. <CmdBold>
Condition: <NoCmdBold> This defect exists in Cisco Web Collaboration option 5.0.1029
JPN integrated with ICM. <CmdBold>
Workaround: <NoCmdBold> No workaround.
Defect Number: CSCma24927
Component: app-share
Severity: 2
Headline: CCS5.0 - Cient side Application Sharing doesnt load on Agent
Symptom: The single-session agent application sharing viewer (Cisco Presentation window)
is blank when a caller shares an application.
Condition: A caller uses application sharing (appshare) to share one of their applications, but
the agent only sees a blank window, sometimes minimized, labelled 'Cisco Presentation'. This
occurs in all CCS 5 configurations regardless of the network configuration. Agent to Caller
application sharing is successful.
Workaround: None . Patch is available for this issue . Apply the patch and follow the
verification instructions. Patch Installation- The patch consists of three files: wlagent.cab,
wlagent.jar and AppShareUI.jhtml. To install the patch you need to: 1) Log off any callers and
agents from CCS; 2) Copy wlagent.cab and wlagent.jar to the Cisco_CS/pub/applets directory
of your CCS installation; 3) Copy new AppShareUI.jhtml to your CCS installation. 4) Verify
the patch is working.
Defect Number: CSCma26259
Component: applet-agent
Severity: 1
Headline: Agentpanel.jhtml allows login with username but no password
Symptom: Agentpanel.jhtml allows unauthorized login
Condition: By invoking agentpanel.jhtml directly and bypassing agentframe.jhtml, an
intruder can circumvent the authorization process if he/she specifies a valid agent name AND
that agent's credentials are still cached. The caching typically lasts for an hour after the agent
has logged out. The attack will not succeed if the agent is already logged in (duplicate logins
are disallowed), or if the agent's credentials are no longer in cache.
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Workaround: None. Apply Hotfix.
Defect Number: CSCma27235
Component: applet-agent
Severity: 2
Headline: Agent Share Tab fails to load when agent locale differs from server
Symptom: When an agent's desktop has a different country code than that of the CCS server
the following are missing: sharing tab, meetme ID, & agent name.
Condition: CCS 5.0 when locale of agent desktop differs from locale of CCS server. For
example set locale of server to English (US) and set locale of agent desktop to English (UK) to
reproduce. The problem is caused by a failed resource bundle load related to the agent speller
panel.
Workaround: Change the the country code of the agent desktop to match that of the server's
country code. If this is not possible then on the server copy the resource bundles to the
language/country code equivalent. For example copy _en_US to _en_UK. The resource
bundles then will be found and loaded when the agent panel is downloaded to the agent
desktop.
Defect Number: CSCma24634
Component: browse-rmisc
Severity: 3
Headline: Hot Bar install causes browser test failure
Symptom: Installed Hot Bar utility causes client browser test to fail in CCS.
Condition: See symptom
Workaround: N\A
Defect Number: CSCma27299
Component: browser-agent
Severity: 3
Headline: logon form overrides not working
Symptom: CCS 5.0 Administration Guide guide in the section "Sample agent logon form
with override properties" has the property ssConfirmOnLogout and this property is not able to
override the logout message.
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Condition: CCS 5.0
Workaround: None
Defect Number: CSCsa21514
Component: browser-agent
Severity: 3
Headline: DCA/CCS: Agent content area refreshing with each chat
Symptom: DCA Window refreshes each time a chat text is received.
Condition: This happens in all cases where DCA window is available while chat is being
used.
Workaround: None
Defect Number: CSCma26152
Component: caller
Severity: 3
Headline: Caller does not get chat messages and shared pages in CallMe session
Symptom: -------- This happens when a caller uses CallMe option to get into Single Session
Chat with the Agent.
Condition: ----------- 1.Log in as an SSC Agent 2.Make a session to the agent with a caller
using CallMe option 3.Session will be established 4.From the agent window, send chat
messages to the Caller 5.Caller will not see the chat messages sent but Agent can see these
messages 6.Try sending some messages from Caller. The messages are not visible to the caller
though it is visible to the Agent. 7.In the Caller applet, click Hang-up or Chat icon (if
enabled). 8. Now, the caller sees all the chat messages along with the page shared before.
Workaround: ----------- NA
Defect Number: CSCma26260
Component: caller
Severity: 3
Headline: Caller control panel closing via X does not work with IE 6
Symptom: A Cisco Collaboration Server caller using Internet Explorer 6.0 still appears in
session with the agent after manually closing ("X"ing out) their caller control panel. The agent
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will not know the caller has left.
Condition: This behavior has been reported with Cisco Collaboration Server 3.02 and 4.0.
Workaround: The agent should manually disconnect the caller if they believe they are no
longer in session.
Defect Number: CSCma29397
Component: caller
Severity: 2
Headline: There are currently too many users in the system
Symptom: Caller tries to connect and receive this error message: "Connection Error - Your
request cannot be processed. There are currently too many users in the system. Please try again
another time."
Condition: CCS 5.0. Load condition over a long duration
Workaround: Restarted the system and everything worked fine for about a day or so. An
emergency patch (Engineering Special) has been developed and is undergoing testing to
address this problem. If you are not directly experiencing this problem, we encourage you to
wait for a formally tested fix in an upcoming Service Release in the next 6 to 8 weeks.
Installing any interim patch on a production system poses a risk of instability due to the
specific and targeted testing it receives. If you believe you are currently experiencing this
problem, please go to the following URL. This will take you to the patch in question. Be sure
to read the release notes before running the patch installer.
Defect Number: CSCma29779
Component: caller
Severity: 3
Headline: Memory Leak, Person objects not being removed from usercache
Symptom: Person Objects are not accounted for correctly and will not be removed from the
system during cleanup threads and may stay around forever. After a while this buildup will
take up system memory and not be released. This may lead to an unstable system which can
have unpredictable results. This may also be a factor in Bugs CSCma29397 Too many users in
the system and CSCma29231 Server Deadlock error message.
Condition: When a caller does not exit gracefully(exiting their browser withough clicking
hangup) Person objects are not cleaned up properly.
Workaround: Restart the collaboration server during off hours will clear all the unaccounted
for objects.
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Defect Number: CSCma23409
Component: chat
Severity: 6
Headline: Collaboration agent fails when Suns Java Plug-in is used with IE.
Symptom: When a Cisco Collaboration Server 4.0 agent receives a chat message they will be
disconnected from the server. The following message shows in the agent control panel "Unable to recover from network error. Please close the browser and try again."
Condition: When the agent's Internet Explorer browser is using Sun's Java plug-in for Java
applets this will occur.
Workaround: Changing the browser to use Microsoft's Java VM will avoid this error.
Defect Number: CSCma29231
Component: database
Severity: 3
Headline: Server Deadlock error message
Symptom: Server DeadLocked Error Message is displayed in ccServer.err logs: Example12/09/2003 12:20:01.386 ERROR FATAL model20Server.2 ServerDeadLocked
com.cisco.ics.webline.model20.server.Server handleTimerEvent
TimerThread_3957_1070997481340 "" - Server currently has 6 timer threads DeadLock for
processing timeout for either RemoteObserver and/or AppContext objects.
Condition: n/a
Workaround: Depending on how often this message is seen, schedule the web server to
restart to clear up leaked objects that are still hanging around that lead to the problem.
Resolution: Upgrade CCS to 5.0 SR2 The counter for the number of running threads is now
decremented correctly when the thread exits unexpectedly.
Defect Number: CSCma23353
Component: international
Severity: 5
Headline: Error when including spaces in Desc. field (create agents/skills)
Symptom: sometimes (rarely) when you are creating CCS agents or CCS skill groups via the
CCS Admin UI, you will receive an error "Invalid international characters..."
Condition: Include spaces in your description field. Integrated CCS only
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Workaround: This problem has been resolved by restarting IIS on the CCS Server.
Defect Number: CSCma23354
Component: international
Severity: 3
Headline: if icm/ccs langs dont match, cant put space in agent or skill desc
Symptom: Sometimes when you create or view/change an agent or skill in CCS Admin UI,
you will not be able to create or view/change said agent or skill group. You will instead get an
error claiming that there are "Invalid International characters" even if all characters are ASCII.
Condition: Spaces in the description field, and CCS and ICM are not running the same
language
Workaround: -use underscores instead of spaces -for agents, you may modify/add
description on the ICM (Agent Ex. tool), or on CEM (if agent is enabled in CEM)
Defect Number: CSCma23930
Component: international
Severity: 3
Headline: Skill Grp Desc with non-ASCII Latin1 is rejected
Symptom: From CCS, if you create a skill group or view/change (modify) an existing skill
group so that it has a non-ASCII Latin 1 character in the description, and submit the skill
group to the ICM, CCS receives the following error from the ICM in the form of a
CmsServerException: "All Skill Group entries added to the Service_Member must be
associated with the same MRD as the service" Error Code: 40063 This error seemingly has
nothing to do with the problem, since if you submit an ASCII description or no description for
the same skill group, you receive no error.
Condition: Normal operating conditions.
Workaround: Use a description that has only ASCII characters or use no description at all.
Defect Number: CSCma25014
Component: international
Severity: 3
Headline: JPN: incorrect date format in Caller Collaboration Result report
Symptom: <NoCmdBold> In the Cisco Web Collaboration Option Administrator desktop
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Report : Caller : Collaboration : Result report, date is shown in the format that is different than
the one configured in the wlServer.properties. <CmdBold>
Condition: <NoCmdBold> This defect exists in Cisco Web Collaboration Option 5.0.1029
ENU with Japanese resource files. <CmdBold>
Workaround: <NoCmdBold> No workaround.
Defect Number: CSCma25025
Component: international
Severity: 3
Headline: JPN: Java error occurs in the script preview screen
Symptom: In the Script Create process, if the script has a chat item, which contains Japanese
characters, error is shown in the preview screen when clicking Script Preview button.
Condition: CCS 5.0 with Japanese Localization
Workaround: None
Defect Number: CSCma25036
Component: international
Severity: 4
Headline: Add Comments button shown in Eng in browser identification report
Symptom: In the SSC browser identification report, the button label of 'Add Comments' is
shown in English even though it is localized as Japanese in properties files.
Condition: Normal.
Workaround: AddComments=\u30b3\u30e1\u30f3\u30c8\u8ffd\u52a0 Add this string
AddComments in Cisco_CS\servlet\Resource\Elements_ja_JP.properties Restart CCS server.
The button should be in Japanese now.
Defect Number: CSCma25037
Component: international
Severity: 3
Headline: JPN: Japanese characters in field become corrupted in Form Share
Symptom: When entering Japanese characters and clicking Form Share icon on SSC agent
desktop, some characters become corrupted in all participants browsers.
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Condition: CCS 5.0 with Japanese Localization
Workaround: None
Defect Number: CSCma25553
Component: international
Severity: 3
Headline: JPN: HTML truncation in wrap up screen in SSC
Symptom: <NoCmdBold> HTML truncation occurs in the wrap up page in the single session
chat agent desktop if the caller name is Japanese. <CmdBold>
Condition: <NoCmdBold> This defect exists in Cisco Web Collaboration Option 5.0.1029
with Japanese resource files. <CmdBold>
Workaround: <NoCmdBold> No workaround.
Defect Number: CSCma26836
Component: international
Severity: 3
Headline: JPN: FormShare with JPN char does not work if NN agent
Symptom: <NoCmdBold> Form Share does not work when the agent uses Netscape
Navigator 4.x and the form contains Japanese characters. <CmdBold>
Condition: <NoCmdBold> This defect exists in Cisco Web Collaboration Option 5.01.521
ENU with Japanese resource files. <CmdBold>
Workaround: <NoCmdBold> No workaround.
Defect Number: CSCma27787
Component: log-manager
Severity: 3
Headline: LogManagerFilterServlet doesnt show all filters
Symptom: LogManagerFilterServlet doesnt show all filters. This is accessed from the URL
of CCS objectMonitor servlet for logging.
Condition: When selecting the log manager filters, all of them do not appear if they are
defined in the log manager poroperties file.
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Workaround: None.
Further Problem Description: null
Defect Number: CSCma27064
Component: ms-agent-gui
Severity: 3
Headline: ScriptViewer not Updating Scripts
Symptom: Problem in the viermenu.jhtml files in Cisco_cs\pub\html\scriptbuilder\viewer
directory. No update on the scripts that already have been displayed to prevent them being
displayed again. Only happens when the skills are assigned as secondary skills to the agent.
Result is that all scripts assigned to the secondary skills are redisplayed over and over again, if
the scripts are the same assigned in the secondary skills.
Condition: when the skills are assigned as secondary skills to the agent
Workaround: Customer modified the viermenu.jhtml file
Defect Number: CSCma25264
Component: scriptbuilder
Severity: 1
Headline: Getting I/O error when uploading presentation using Scriptbuilder
Symptom: Agent uploading presentation using Cisco Collaboration Server 4.0 may receive
the following error: "I/O error when converting PowerPoint presentation"
Condition: Has been reported the first time a presentation is uploaded when Collaboration is
loaded on a Windows 2000 server.
Workaround: The workaround is to use add/remove programs to remove the Powerpoint
converter and retry presentation submission.
Defect Number: CSCma27518
Component: server-collaborati
Severity: 3
Headline: Multi-session chat doesnt work when default port is changed
Symptom: CCS automatically sets port back to default port 80.
Condition: In CCS multi-agent chat when the default website port is set to be 8080,CCS
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automatically sets port back to default port 80.
Workaround: none
Defect Number: CSCma26262
Component: servlet-exec
Severity: 3
Headline: CCS 5.0/Servlet not being protected from Cross sight scripting
Symptom: A hacker site can generate erroneous script that is sent back to it by the
UserServlet
Condition: By reconstructing a known URL from the UserServlet into something with
erroneous script in it, that script will be executed on the sending client side
Workaround: none
Defect Number: CSCsa22933
Component: usability
Severity: 3
Headline: Remote Enabled form share disabled after caller chats
Symptom: Remote enabled form share disabled after caller chats
Condition: CCS 5.0 DCA 2.0
Workaround: none null
Defect Number: CSCsa23464
Component: user-servlet
Severity: 2
Headline: Agents not receiving chat session - java.lang.NumberFormatException
Symptom: Agent not getting Chat Sessions. Agent's screen still shows log in and not in
session, but CCS Admin shows Agent not logged in. Agents will get "unable to recover from
network error please close browser and try again" error message. When try to log off. CCS
5.0.1029. Customer not using ICM for call routing, using Media Blender with Avaya ACD.
Condition: CCS 5.0.1029. Customer not using ICM for call routing, using Media Blender
with Avaya ACD.
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Workaround: Re-login to CSS.
Defect Number: CSCsa34190
Component: user-servlet
Severity: 3
Headline: CCS- userservlet should handle bad query strings without java exceptions
Symptom: Found during ethical hack: Collaboration user server should handle bad query
strings without generating java exceptions and stack trace.
Condition: When operation code (opcode) in the URL specified is out of range
Workaround: none
6 Obtaining Documentation
The following sections provide sources for obtaining documentation from Cisco Systems.
6.1 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
6.2 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.
6.3 Ordering Documentation
Cisco documentation is available in the following ways:
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
Registered Cisco Direct Customers can order Cisco Product documentation from the
Networking Products MarketPlace:


http://www.cisco.com/cgi-bin/order/order_root.pl


http://www.cisco.com/go/subscription
Registered Cisco.com users can order the Documentation CD-ROM through the online
Subscription Store:
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).
6.4 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.
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7 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.
7.1 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 the following website:
http://www.cisco.com
7.2 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.
7.2.1 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:
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
P3—Your network performance is degraded. Network 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 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
7.2.2 Contacting TAC by Telephone
If you have a priority level 1(P1) or priority level 2 (P2) problem, contact
TAC by telephone and immediately open a case. To obtain a directory of
toll-free numbers for your country, go to the following website:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
P1 and P2 level problems are defined as follows:

P1—Your production network is down, causing a critical impact to
business operations if service is not restored quickly. No workaround
is available.

P2—Your production network is severely degraded, affecting
significant aspects of your business operations. No workaround is
available.
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