Release Notes for
Service Release 2 for
Cisco ICM Software
Release 5.0
Corporate Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (64387)
Fax: 408 526-4100
Customer Order Number:
Text Part Number:
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.
AccessPath, AtmDirector, Browse with Me, CCIP, CCSI, CD-PAC, CiscoLink, the Cisco Powered Network
logo, Cisco Systems Networking Academy, the Cisco Systems Networking Academy logo, Fast Step,
Follow Me Browsing, FormShare, FrameShare, GigaStack, IGX, Internet Quotient, IP/VC, iQ
Breakthrough, iQ Expertise, iQ FastTrack, the iQ Logo, iQ Net Readiness Scorecard, MGX, the
Networkers logo, Packet, RateMUX, ScriptBuilder, ScriptShare, SlideCast, SMARTnet, TransPath, Unity,
Voice LAN, Wavelength Router, and WebViewer are trademarks of Cisco Systems, Inc.; Changing the
Way We Work, Live, Play, and Learn, Discover All That’s Possible, and Empowering the Internet
Generation, are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP,
CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, the Cisco IOS logo,
Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Enterprise/Solver, EtherChannel,
EtherSwitch, FastHub, FastSwitch, IOS, IP/TV, LightStream, MICA, Network Registrar, PIX, Post-Routing,
Pre-Routing, Registrar, StrataView Plus, Stratm, SwitchProbe, TeleRouter, and VCO are registered
trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries.
All other trademarks mentioned in this document or Web site 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. (0106R)
Cisco ICM Software: Service Release2 for ICM Version 5.0
Copyright © 2003, Cisco Systems, Inc.
All rights reserved.
Contents
1 Overview ................................................................................... 1
2 Installation Instructions ........................................................... 2
2.1 How to Install Service Release 2 for ICM Version 5.0 .......................... 2
2.2 How to Remove Service Release 2 for ICM Version 5.0 ...................... 4
2.3 Resolving CSCma23632 at DEFINITY ACD Sites ................................. 4
3 Compatibility ............................................................................ 6
4 Resolved Caveats..................................................................... 7
5 Obtaining Documentation ..................................................... 26
5.1 World Wide Web .................................................................................... 26
5.2 Documentation CD-ROM ....................................................................... 26
5.3 Ordering Documentation ...................................................................... 26
5.4 Documentation Feedback ..................................................................... 26
6 Obtaining Technical Assistance ........................................... 28
6.1 Cisco.com ............................................................................................... 28
6.2 Technical Assistance Center................................................................ 28
1
1 Overview
This document describes Service Release 2 for ICM version 5.0. You can
install this service release only on systems running ICM version 5.0.
This Service Release includes components that have been updated to
resolve caveats that were found in the product. No additional features or
other modifications have been made.
Note: Be sure to remove any patches before installing Service Release 2
for ICM Version 5.0. Install this Service Release only on systems running
ICM Version 5.0 with no patches installed. (However, previous installation
of Service Release 1 is allowed—indeed, if Service Release 1 has not been
installed, Service Release 2 will install it.)
This document contains these sections:

Installation Instructions

Compatibility

Resolved Caveats

Obtaining Documentation

Obtaining Technical Assistance
2
Installation Instructions
2 Installation Instructions
Service Release 2 for ICM 5.0 installs files that resolve caveats on
different ICM 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.)
Note:
Service Releases contain their predecessors. If you have
not already installed Service Release 1, installing Service Release 2 will
also install Service Release 1. See the Release Notes for Service Release 1
for Cisco ICM Software Release 5.0 for the specifics on Service Release 1.
This section describes these topics:


Installing Service Release 2 for ICM 5.0
Un-installing Service Release 2 for ICM 5.0
Important: Be sure to schedule a maintenance window prior to
installing Service Release 2 at any customer site.
In addition, if you have a duplexed system, be sure to stop
all services on both side A and side B before upgrading. Do not restart
services on either side until both sides have been upgraded.
2.1 How to Install Service Release 2 for ICM Version 5.0
You can install Service Release 2 on any or all of the components in your
ICM configuration. Follow these steps on each component on which you
install this service release:
1. Using the ICM Service Control window, stop all services.
In addition, follow these special instructions for machines running the
Distributor Admin Workstation, ICM Logger, CallManager PG, or
WebView.
Distributor Admin Workstation
and/or Logger
CallManager PG
Machines running
WebView
Close these components/tools:










2
Check Routes tool
Script Editor
Translation Route Wizard
ICM Configuration tools
ICMDBA
Stop Internet
Explorer
sessions.
Close WebView.
Stop IIS service.
Stop Jaguar service.
Clean up IE browser
cache and
precompiled
WebView pages.
Installation
3
Instructions
Note:
Cleaning up the IE browser cache and precompiled
WebView pages involves the following:
 From MicroSoft Internet Explorer, select Tools  Internet Options
 At General tab, click Delete Files ...
 Check Delete all offline content
 Click OK
 Click OK
 Delete the following two directories:
\Program Files\New Atlanta\ServletExec ISAPI\Servlets\pagecompile\_webview
\icm\web\webview\reporting\_<ICM user name>
2. Insert the installation disk into the appropriate drive.
Note: You can also obtain the exectuable from the www.cisco.com Web
site.
3. Double-click the ICM5.0(0)_SR2.exe file to start the installation
process.
Important: The installer program comes up after the JVM is installed and
extracted. The gray installer screen takes approximately 45-60 seconds to
refresh with any text. During that time, the system displays no visual
queues indicating that the installer is running. Do not try to restart the
installer until you’ve waited for approximately 1 minute.
If you mistakenly run multiple Service Release 2 installers, close all
instances and then start the process again.
4. Follow the installation wizard, being sure to follow the instructions on
each screen. Click Finish to complete the installation.
Note:
The installer asks you to select a language. If you do not
select a language, only the non-localized files are installed onto the system
(that is, U.S. English is not installed by default).
5. When the installation is complete, restart the services, tools, etc. that
you stopped in step 1.
Note: While the components are being installed, the progress bar may
not reach 100%. In many cases, it could stop at less than 50%. This does
not mean that the Install did not complete. If the rest of the Installer
completes (including the creation of the uninstall), then all of the
components have been installed.
3
3
4
Installation Instructions
Note: If a previous Service Release has been uninstalled before installing
Service Release 2 you will get warnings about replacing persvc20.srd.
Just click Yes and continue with the install.
In particular, for a machine running WebView:

Start World Wide Web Publishing Service, which automatically
starts IIS service

Start Jaguar service
Note:
The resolution of defect CSCma23632, which applies to
systems with a DEFINITY ACD, requires a manual step. This step is not
automated both because systems without a DEFINITY ACD would want
to retain the default value of 0 for the delay time, and because the issue
does not arise at all DEFINITY sites. See Section 2.3 for further
discussion.
2.2 How to Remove Service Release 2 for ICM Version 5.0
You can un-install Service Release 2 for ICM Version 5.0 using the
Windows Add/Remove Programs Control Panel. Follow these steps:
1. Stop all services and tools associated with the nodes you installed on,
just as you did for the install.
2. Click Start > Settings > Control Panel > Add Remove Programs.
3. Select Cisco Service Release 5.0(0)_SR2.
4. Click Change/Remove.
Note:
The installer will leave a ICM_5_0_0_2_0_0_1 directory
after uninstall under the c:/icm/bin/instancename/aw/custom/pessvc/_patch
directory.
Note:
To completely undo the resolution of defect CSCma23632
(see the discussion in Section 2.3), delete the key
PGxA\OPC\OPIData\AgentAvailableStateUpdateDelayInMilliSeconds
2.3 Resolving CSCma23632 at DEFINITY ACD Sites
Not all sites require this fix. The sites that may require it would have the
following characteristics:
4
Installation
5
Instructions



DEFINITY PGs are used
Network IVR and Contact Center (Site) IVRs exist
Calls are first queued in the network and then transferred to site IVRs
as agents become available
In such a system, the DEFINITY PIM may intermittently report an agent
as available after call work, thereby causing the network IVR to send
another call. Enable this special fix if over-utilization of site IVRs takes
place.
For such systems, first install Service Release 2 as described in Section
2.1, then—after restarting PG services—set the registry key
PGxA\OPC\OPIData\AgentAvailableStateUpdateDelayInMilliSeconds
to a desired value (in milliseconds). The recommended value is 1000 ms.
5
5
6
3 Compatibility
Service Release 2 for ICM version 5.0 has been tested and verified to be
compatible with the interoperability criteria for ICM version 5.0.
The interoperability information regarding ICM version 5.0 and other
Cisco products can be found in the Cisco IP Contact Center Compatibility
Guide, which is at
http://www.cisco.com/application/pdf/en/us/partner/products/ps1844/c122
5/ccmigration_09186a0080135777.pdf
Information on ICM 5.0 and ACDs can be found in the ACD Supported
Switch Matrix, which is accessible from
http://www.cisco.com/univercd/cc/td/doc/product/icm/acdsup/index.htm
Third-party platform support information is contained in the Bill of
Materials, which is accessible from
http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm
7
4 Resolved Caveats
This section contains a list of significant defects that were resolved in
Service Release 2 for ICM version 5.0. Defects are listed by severity and
then by component.
For more information on defects, use the Bug Toolkit found at
www.cisco.com/support/bugtools/Bug_root.html
Defect Number: CSCma24435
Component: db.distributor.replication
Severity: 1
Headline: Hotfix 50 prevents new historical records from being replicated
Symptom: Logger could crash if migration and replication are running at
the same time. Hotfix 50 prevented this crash by disabling replication
process while migration is occurring. This bug fix allows migration and
replication to run at the same time without a problem.
Condition: Migration occurring at the same time as replication or only
Migration with no replication allowed.
Workaround: None. The delivery files are recovery.exe and
replication.exe
Defect Number: CSCma23282
Component: db.icmdba
Severity: 1
Headline: ICM 4.6.2 ICMDBA space used summary incorrect
Symptom: "Retain" column has same value as "Rows" column.
Condition: ICM 4.6.2 - ICMDBA Space Used Summary returns a
"Retain" value for each table that equals the "Rows" value. The "Retain"
value should be the number of days of retention set for each table, not the
number of rows of data in each table.
Work-around: None.
Defect Number: CSCma23985
Component: db.icmdba
Severity: 1
Headline: ICMDBA - Truncate Config Message Log - Error
8
Resolved Caveats
Symptom: 1. Popup window that states that truncation was successful. 2.
Truncate Config Message Log main window shows "Config Message Log
is corrupt!"
Condition: ICM 4.6.2 - SQL 7.0 Using ICMDBA Truncate Config
Message Log utility.
Work-around: None.
Defect Number: CSCea47011
Component: pg.definity
Severity: 1
Headline: ctisvr went down when agent pickup call from ISDN PRI via
DefinityG3
Symptom: As soon as an agent picks up the call, the CTISvr service will
go down or restart, A Dr.Watson will popup and says CTISrvr.exe
generated an application error with a exception exit code 0xc0000005
(Call::GetAgentLineHandle), and in some cases, the Windows 2000
system will popup a restart dialog.
Condition: Physical Topology:
External cust---<PSTN ISDN PRI>---[Definity G3si]--[MAP-D CVLANserver8.2.1]---[CTI-PIM CVLAN-client8.2.4Mode6]
Logical Call path:
Customer--->PSTN(ISDN PRI)--->Definity--->VDN--->Hunting Group-->Agent extension
ICM5.0 CTI server will go down when an agent answers a call come from
CO via ISDN PRI to Avaya Definity G3si, the problem occurred only
when an inbound call transferred from CO to PBX via ISDN PRI, if the
call entered the PBX via an analog CO line or via another extension line,
the problem will not occur. The problem will not occur on ICM 4.1.4;
Workaround: There is no workaround.
Defect Number: CSCma24415
Component: router
Severity: 1
Headline: Call doesnt transfer to the second agent if call is queue after
SST
Symptom: The call does not transfer to the second agent if the call is
queued after Blind Network Transfer.
Condition: Call is blind network transferred to an agent who's not
available. The call is queued at a VRU, when the agent becomes available,
the call is dequeued but not routed to the agent
Workaround: None.
8
Resolved
9
Caveats
Defect Number: CSCma23557
Component: aw-bulk.config
Severity: 2
Headline: AgentCfg crashes on CCDBlib
Symptom: AgentCfg.exe crashes.
Condition: Run AgentCfg.exe from command line with the correct
parameters.
Workaround: Use the ICM Agent and Skill Group Configuration Tool to
add agents and assign those agents to proper skill group.
Defect Number: CSCma23510
Component: aw.config.ba
Severity: 2
Headline: Update Dialing List button in Query Rule config tool does not
work
Condition: This defect exists in ICM Blended Agent 5.0 when trying to
generate a new Query Rule, using the Update Dialing List button, provided
in the Query Rule configuration window.
Symptom: When a Query Rule is changed or a new one is created the
Update Dialing List button can be pressed to update the Dialing List based
on the current Query Rule. However, pressing this button only displays an
error dialog box indicating that the update failed.
Workaround: It is possible to use the procmon.exe tool to update the
Dialing List. On the logger A computer open the windows command
prompt and type in: procmon <customer instance> loggera
campaignmanager Now type in: bacm_update_dialing_list /queryrule
QueryRuleID The QueryRuleID is the database Query Rule ID assigned to
the Query Rule that should be regenerated. To retrieve the Query Rule ID
execute a SQL query against the logger a database. The query that should
be executed is: [select QueryRuleID,QueryRuleName from
t_Query_Rule]. Executing the above command will immediately rebuild
the query rule.
Defect Number: CSCma23571
Component: aw.config.explorer
Severity: 2
Headline: Default Voice Skill Group not created on adding a CallManager
Pim
9
9
10
Resolved Caveats
Symptom: Default Skill Groups are not automatically created under
certain conditions.
Condition: When creating a PG of client type PG Generic and adding a
Call Manager peripheral, default skill groups are not created.
Workaround: None directly once this is done, as default Skill Groups are
internally managed and cannot be changed by the user. This could results
in a loss of reporting information, but only for this configuration and only
for events where a regular skill group could not be identified as the
reporting target. Impact would be restricted to very few customers, and
very few instances for those customers. In those cases, if appropriate Skill
Groups are created to directly capture this information, the defaults would
not be needed and the issue resolved. To entirely avoid the issue, first
create a PG with a Call Manager client and peripheral. The default Skill
Groups will be created. Then, change the PG type to Generic and continue
as before.
Defect Number: CSCma23841
Component: ba.campaignmgr
Severity: 2
Headline: Camp. Mgr crashes due to internal queue overflow
Symptom: Campaign Manager crashes while under a heavy performance
load. This was observed with 16 dialers and Dialer port real time messages
enabled.
Condition: Blended Agent on ICM with a large number of Dialers.
Workaround: The following performance tuning parameters can be
modified to increase Campaign Manager performance: 1) Increase the
'records to cache' parameter to 100. Also, increase the query rule
penetration value to 100 (or disable it if it is not needed). This will
increase performance when the system is actively pulling down records. It
is important to also modify the penetration value since this will limit the
number of records sent to each Dialer. 2) Increase the registry key
CustRecReadyRequestToServer to 180 (3 minutes) instead of the default
30 seconds for each Dialer in the system. This will reduce the query rate
for each dialer when the Campaign is out of records. 3) Disable the dialer
port real time messages by setting the RTPortFeedDisable registry key
(Dialer registry value) to 1. Apply Hotfix #146 for ICM release 4.6.1 for
resolution Apply Hotfix #102 for ICM release 4.6.2 for resolution
Defect Number: CSCea28702
Component: cg.ctiserver
Severity: 2
Headline: AnswerCallConf missing from CTITest application
10
11
Resolved Caveats
11
Symptom: ctitest command 'on answercallconf' is no longer a valid
command in 5.0.
Condition: ICM 5.0
Workaround: Use ctitest commands 'on established' and/or 'on consulted'
instead. The two commands will not have the synchronization issue that
the 'on answercallconf' might have.
Defect Number: CSCma23589
Component: db.logger
Severity: 2
Headline: Network Events not being written to database
Symptom: Network Events are not being written to the
Network_Event_Table with a logger error of 'Unknown DataMsg'
Condition: Network Event Reporting is enabled on the SS7 INNIC and
calls are being sent to that NIC.
Workaround: None.
Defect Number: CSCma23050
Component: international
Severity: 2
Headline: WebView does not support CHS/JPN characters
Symptom: When WebView is installed on Chinese, Japanese and Korean
platforms, native characters in agent names may appear corrupted in
reports. The month and week names may likewise appear corrupt in the
historical date/time selection page.
Condition: This problem occurs specific to ICM 5.0 only, and then only
with (English) ICM installed on the aforementioned operating system
platforms.
Workaround: Limit agent names to English characters only. Use English
month and week names in historical date/time selection page. In order to
correctly display English month and week, the language setting in Internet
Explorer should be changed as follows: 1. Choose Internet Options... from
the Tools menu 2. From General tab, click on "Languages..." 3. In
Language Preference dialog, add English [en-us]. Move the "English"
selection to the top of the list. 4. Click "OK". 5. Click "OK" to Internet
Options. 6. Run WebView.
11
12
Resolved Caveats
Defect Number: CSCma24621
Component: international
Severity: 2
Headline: CHS - WebView UI is not localized in Simplified Chinese
Symptom: WebView user interface is not localized in Chinese.
Condition: WebView user interface is in English when installed on
simplified Chinese systems.
Workaround: None.
Defect Number: CSCma24622
Component: international
Severity: 2
Headline: KOR - WebView reporting user interface is not localized in
Korean
Symptom: WebView user interface is not localized in Korean.
Condition: WebView user interface is in English when installed on
Korean systems.
Workaround: None.
Defect Number: CSCma22730
Component: pg.aspect
Severity: 2
Headline: Aspect PIM is asserting
Symptom: Aspect PIM asserts, writes a dr.watson log. This is causing all
CTI agents to get logged off the system.
Condition: Customer running ICM 4.1 sp5, Hotfix 149
Workaround: None Apply Hotfix #244 for ICM release 4.1.5 for
resolution Apply Hotfix #71 for ICM release 4.5.1 for resolution Apply
Hotfix #139 for ICM release 4.6.1 for resolution
Defect Number: CSCma19729
Component: pg.definity
Severity: 2
Headline: PIM allows CMS to connect to both sides of the PG at the same
time
12
13
Resolved Caveats
13
Symptom: The socket closure is delayed on the server side. Under duplex
mode, the B side is keeping the TCP session alive to CMS, even though
the A side is active at that time.
Condition: ICM 4.1.5
Workaround: None. Apply Hotfix #249 for ICM release 4.1.5 for
resolution Apply Hotfix #110 for ICM release 4.6.2 for resolution
Defect Number: CSCma23430
Component: pg.definity
Severity: 2
Headline: Inaccurate reporting of services in queue
Symptom: ICM shows inaccurate reporting of services in queue for calls
that went through a route request.
Condition: When more than 1 call is in queue for a service, any calls
queued after that only show the stats for the last call queued.
Workaround: ECSPIM code change that provides the trunk group to
OPC in the queued event instead of the trunk number.
Defect Number: CSCma24577
Component: pg.eapim
Severity: 2
Headline: Problem with CallDelivered events causes gray buttons while
talking
Symptom: The agent can't answer a conferenced call from an IP IVR
because the button is grayed out. The buttons keep being grayed out even
after the call is answered.
Condition: 1) Agent A receives and answers an inbound call. 2) Agent A
conference consults a call to CTI Route Point. 3) ICM Router translation
routes the consult call to IP IVR. 4) Agent A completes the conference. 5)
Agent B becomes available and can't answer the alerting call. This could
happen intermittently based on a race condition. Steps 2) to 5) could all
happen within the same second.
Workaround: None.
Defect Number: CSCma22914
Component: pg.eapim.jtapigw
Severity: 2
13
14
Resolved Caveats
Headline: Calls redirected on no answer treatment counted as Abandon
Ring
Symptom: When running test calls through the system, RONAed calls are
being counted as "Abandon Ring" calls in the historical service and skill
group reports. During the RONA, if the caller hangs up prior to reaching
the next available agent or if the call is connected successfully to an agent,
both are causing an Abandon peg in Monitor ICM/WebView. It looks as
though the "Abandon Ring" is counting against the overall "% Abandon",
but the "Redir NoAns" does not.
Condition: IPCC on ICM 4.6.2.
Workaround: None. Apply Hotfix #116 for ICM release 4.6.2 for
resolution Apply Hotfix #117 for ICM release 4.6.2 for resolution
Defect Number: CSCma23596
Component: pg.eapim.jtapigw
Severity: 2
Headline: Supervisor Barge In incurs 2 second delay that disrupts
agent/cust
Symptom: Agent and Caller are interrupted during their conversation by
their call being Placed on Hold for 2 seconds.
Condition: This Symptom occurs as a result of a Supervisor using the
Barge-IN feature to "Enter" the established call/conversation between an
Agent and a Caller. This problem is more common during peak busy
periods in the call center when the Call Manager is processing more calls.
Work Around: None. Apply Hotfix #103 for ICM release 4.6.2 for
resolution Apply Hotfix #105 for ICM release 4.6.2 for resolution
Defect Number: CSCma22854
Component: pg.symp.noseipim
Severity: 2
Headline: No Recovery Mechanism if SCCS HDX Link Drops
Symptom: When the HDX link looses network connectivity, Symposium,
with the latest service pack SU09, now senses a loss of connectivity and
attempts to send a DXM_SERVER_SHUTDOWN message. With this new
enhancement, our software complains that it doesn't recognize the
message, and therefore does not cycle the PIM. Below is the error we send
to the PIM log: "17:37:49 Trace: [ 2916]QueueNextHDXMessage:
Unexpected message type returned by DX_getMessageType: 9
Condition: ICM 4.1x, 4.5x, 4.6x Symposium 4.01.07 SU09 PBX X11
14
15
Resolved Caveats
15
Workaround: None Apply Hotfix #72 for ICM release 4.5.1 for
resolution Apply Hotfix #247 for ICM release 4.1.5 for resolution Apply
Hotfix #144 for ICM release 4.6.1 for resolution
Defect Number: CSCma22706
Component: router
Severity: 2
Headline: Router puts wrong value for FinalObjectID in
Route_Call_Detail
Symptom: The router is placing the internal number of the node as the
FinalObjectId into Route_call_detail record instead of the visible node id
which is visible in Script Editor.
Condition: ICM 5.0 SR 1.
Workaround: None.
Defect Number: CSCma23971
Component: router
Severity: 2
Headline: Admin Script Schedule doesnt work properly
Symptom: Administrative Scripts run when they shouldn't.
Condition: When an administrative script is scheduled to run yearly on a
specific day of specific month , it ignores the month and it will run every
month on the day picked. for ex.: Set a script to run yearly, every March
27th. It runs February 27th too, and would run April 27th, May 27th, etc.
Workaround: None. Apply Hotfix #111 for ICM release 4.6.2 for
resolution
Defect Number: CSCma24057
Component: router
Severity: 2
Headline: Call Type RouterLongestCallQ Invalid, Can Cause Out of Sync
Routers
Symptom: Router errors exist. The router tracing is different between
side A and B. In addition, the real-time data in some scripts seems to be
different depending on which AW's Script Editor is being used to view the
data.
Condition: This can happen on any router that contains an active script
that references the Call Type RouterLongestCallQ variable. This variable's
15
16
Resolved Caveats
value is not being initialized correctly and can result in router A making
different routing decisions than router B. This will cause the routers to go
out of sync.
Workaround: There are two options to temporarily fix the problem: A)
1. Remove any reference to a Call Type RouterLongestCallQ variable in
all active scripts. 2. Run the exit_router command in rttest. This will restart
both routers and cause them to be in sync again. or B) 1. Run the
exit_router command in rttest. This will restart both routers. 2. Wait for the
routers to come back up 3. Kill side A router and wait for it to resync 4.
Kill side B router and wait for it to resync This solution (B) will cause the
Call Type RouterLongestCallQ variable to be initialized correctly and
calculated correctly from that point on unless both routers are restarted
again. If both routers are stopped and started at any point after step 4, then
steps 1-4 will have to be redone to make sure the variable is reinitialized to
a valid state again. Apply Hotfix #104 for ICM release 4.6.2 for resolution
Defect Number: CSCma24065
Component: router
Severity: 2
Headline: Queue to Agent node does not support use of agent ID
Symptom: The Queue to agent node only supports static Agent ID, or the
agent skill target ID. This makes it basically unusable unless the agent
application has access to the ICM internal agent skill target IDs.
Condition: ICM 5.0 SR 1
Workaround: 1. Create a database table where the agent ID is part of the
primary key and execute a DB Lookup in the ICM Routing Script. 2.
Modify the agent desktop to do an agent state request, get the agent skill
target ID and put it in a call variable, and then use that call variable to
identify the agent in the queue to agent node.
Defect Number: CSCma24502
Component: router
Severity: 2
Headline: Router ignores CallKey sequence numbers in voice NewCall
Symptom: The Router Call Key Sequence number in the Route Call
Detail table is always zero.
Condition: When Post Routing a call, the Router Call Key Sequence
number is greater than zero. But the Router records zero for this field in
the Route Call Detail records.
Workaround: None.
16
17
Resolved Caveats
17
Defect Number: CSCma24623
Component: router.library
Severity: 2
Headline: Deleting script with calls queued can crash router
Symptom: The router crashes when a script is deleted from an AW. This
can be a manual deletion, or an automatic one, based on the number of
script versions being retained.
Condition: This can happen if the version of the script being deleted still
had calls queued.
Workaround: Don't delete old scripts too quickly. Allow for time for
calls in progress to complete.
Defect Number: CSCma24450
Component: aw.config.explorer
Severity: 3
Headline: Call Manager PG should not create 2 sub-skill groups by
default
Symptom: In ICM 5.0 only: When creating a Call Manager PG, two subskill groups should not be created by default.
Condition: Creation of Call Manager PG.
Workaround: None.
Defect Number: CSCma23523
Component: aw.config.list
Severity: 3
Headline: Application Inst. list changes application instance key
Symptom: In the Application Instance list tool, whenever the key edit
field gains focus, before any user input, the list tool will clear the original
password immediately. When this field loses focus, there will be a string
of "*" displayed in the field as if the original value remains intact. But
upon save, the original password will be replaced by an encrypted blank
password. This will result in an application authentication failure, and thus
the loss of the connection to the ConAPI service.
Condition: Normal.
Workaround: Don't tab into the password field if you don't want to
change the password.
17
18
Resolved Caveats
Defect Number: CSCma23685
Component: db.icmdba
Severity: 3
Headline: ICMDBA crashes if database has more than 10 segments
Symptom: ICMDBA crashes.
Condition: When attempting to modify (Expand, Delete, Estimate,
Recreate, Properties) a database that has over 10 segments. Once the
database is expanded for the 10th time (creating a total of 11 segments),
ICMDBA will crash when attempting to modify that database.
Workaround: Use SQL Enterprise Manager to modify a database which
has more than 10 data segments.
Defect Number: CSCma23426
Component: inetscripted
Severity: 3
Headline: iseman Server Constantly Increases Memory Usage
Symptom: The iseman process on the distributor seems to be using more
memory as time passes.
Condition: This will occur on all iseman processes that have Internet
Script clients connected to them.
Workaround: Try to minimize the number of clients connected to the
server to minimize the amount of memory that iseman takes. Also, you can
close the iseman process or recycle the distributor to clear out the excess
memory usage.
Defect Number: CSCma17169
Component: international
Severity: 3
Headline: English Text are truncated in Configuration Manager
Symptom: When using Configuration Manager tools, many text are
truncated and partially hidden. In resolution 1024x768, some dialogs are
off of the screen. The users cannot click "save" button to save ICM data
because it is off of the screen.
Condition: This problem happens only on 4.6(2) and 5.0 Chinese
Windows system.
Workaround: None.
18
19
Resolved Caveats
19
Defect Number: CSCma24697
Component: international
Severity: 3
Found: dev-test
Headline: No event displayed in Event viewer on foreign Windows
platforms
Symptom: No events are displayed in Event Viewer.
Condition: This happens when WebView is installed on foreign
platforms, such as French and Chinese.
Workaround: None
Defect Number: CSCma20064
Component: pg.definity
Severity: 3
Headline: Outbound Call over ISDN Trunks gets terminated and recreated
Symptom: Cti application looses appearance of outbound call that was
made while using cti application. Loss of Call control. Sometimes after
making an outbound call the call is dropped even though the physical call
is still connected.
Condition: Agent making outbound(ISDN) call when the state is AUX (
NOT_READY)
Workaround: Call control must be conducted via hardphone until normal
inbound or interoffice call activity continues. Apply Hotfix #245 for ICM
release 4.1.5 for resolution Apply Hotfix #145 for ICM release 4.6.1 for
resolution Apply Hotfix #73 for ICM release 4.5.1 for resolution Apply
Hotfix #106 for ICM release 4.6.2 for resolution
Defect Number: CSCma22068
Component: pg.definity
Severity: 3
Headline: ECSPIM asserts with DrWatson error RemoveConfigAgent
Symptom: PIM Asserting
Condition: ICM 4.1.5 Build 06336
Workaround: None Apply Hotfix #148 for ICM release 4.6.1 for
resolution Apply Hotfix #109 for ICM release 4.6.2 for resolution
19
20
Resolved Caveats
Defect Number: CSCma23632
Component: pg.definity
Severity: 3
Headline: G3 PIM does not support concurrent local and network
queuing.
Symptom: Intermittent agent state of availability causes Router to send
more calls to the ACD whereas the ACD queue already has calls pending.
Site-based queueing disrupts the call routing process, because as agents
leave calls, they transition straight from Talking to Available until the
subsequent call is offered.
Condition: Observed in ICM 4.6.2.
Workaround: Configure hold-off delay, if one exists on the ACD, for
agent state reporting. This way, the available state will be delayed and
won't cause the Router to send more calls down to the ACD. Apply Hotfix
#99 for ICM release 4.6.2 for resolution
Defect Number: CSCma23699
Component: pg.eapim
Severity: 3
Headline: Agent is reserved in first SKG, but answers in correct SKG
Symptom: Call is reserved in the first skillgroup of the agent, but
answered in the correct skill group.
Condition: ICM: 5.0 RUP 1 PIMTest ea.agnt.002 Caller calls an agent,
agent goes into reserve in the first skillgroup on the list, but answers in the
correct skillgroup.
Workaround: None.
Defect Number: CSCma24449
Component: pg.eapim
Severity: 3
Headline: Call does not go to default skill group
Symptom: In ICM 5.0 only: Primary skill group has preference over
default skill group for non- routed calls.
Condition: Agent gets a call from another agent via a direct dialed
number.
Workaround: None.
20
21
Resolved Caveats
Defect Number: CSCma22894
Component: pg.mer
Severity: 3
Headline: Termination Call Detail record not generated on some calls
Symptom: Termination Call Detail records are not being generated if an
agent immediately logs out after an ACD call.
Condition: ICM version 4.6.1, 4.6.2, 5.0 SR1
Workaround: Agent instructed to wait 5 seconds between hanging up an
ACD call and logging out.
Defect Number: CSCma11072
Component: pg.opc
Severity: 3
Headline: Reason code of the Agent_Skill_Group_Real_Time table is
reset
Symptom: The reason code in the Agent Realtime table gets reset during
transitions to new hour.
Condition: Detected in ICM 4.1. sp5. The issue seems to apply to
subsequent ICM releases as well.
Workaround: None. Apply hotfix hf161 for ICM Rel. 4.1.5 for
resolution.
Defect Number: CSCma24350
Component: pg.opc
Severity: 3
Headline: OPC and OPCTest must support MRD ID in the dump_struct
request.
Symptom: OPCTest command 'ds <periphid> /periph <periphid>' may
return more than one record. Before 5.0, there was only one peripheral
performance record, however post 5.0, there may be multiple based on the
number of associated Media Routing domains.
Condition: Observed in 5.0.
Workaround: None.
Defect Number: CSCma24492
Component: pg.opc
Severity: 3
21
21
22
Resolved Caveats
Headline: State Transfer Initialization does not distinguish build version
Symptom: If the OPC process of each partner PG runs with different
build numbers, state transfer may fail by causing OPC to recycle.
Condition: The issue exists in all known versions of ICM.
Workaround: Stop one side to update while the other is running. After
the update, stop the other side while starting the updated side. There may
be a small window of no-service but the PGs will be stable. Start the other
side after the update is completed.
Defect Number: CSCma24079
Component: reporting
Severity: 3
Headline: Unable to display reports
Symptom: "There are no items available because you are not authorized
to view this data or the items have not been configured in the ICM
database." error is displayed in most of the report categories even though
there is data in the ICM database.
Condition: This happens when WebView is installed on an Asian W2K
system.
Workaround: Install WebView on an English platform only.
Defect Number: CSCma23104
Component: router
Severity: 3
Headline: HandleTime should not include AnswerWaitTime in
Call_Type_Half_Hour
Symptom: In the Call_Type_Half_Hour and Call_Type_Real_Time
tables, the HandleTime appears to be calculated as follows...
HandleTime = HoldTime + TalkTime + AnswerWaitTime
AnswerWaitTime should not be included, because HandleTime does not
start until after a call is answered.
Condition: ICM 4.6.2 HF 3, 28, 29
Workaround: There is no workaround.
Defect Number: CSCma23775
Component: router
Severity: 3
22
23
Resolved Caveats
23
Headline: Call Type ServiceLevel value not re-initialized when no calls
routed
Symptom: There are four possible symptoms: 1. In Cisco ICM
WebView, the ipcc_caltyp21 report is showing service level values even
for half hours where no calls were offered, queued, handled, or abandoned.
2. In Cisco ICM WebView, the ipcc_caltyp22 report is showing service
level values even for days where no calls were offered, queued, handled,
or abandoned. 3. Scripts that reference call type ServiceLevelHalf values
may execute incorrectly. 4. Scripts that reference call type
ServiceLevelToday values may execute incorrectly.
Condition: For symptom 1: This occurs in rows where one of the half
hour entries in the ipcc_caltyp21 report or the Call_Type_Half_Hour table
had calls offered and service level values. Any half hour row entry
following that one that has the same call type will incorrectly have service
level values even if they do not have any calls offered. As soon as a new
call is offered on that call type, the service level information for that next
half will be recalculated and will be correct for that half hour. For
symptom 2: This occurs in rows where one of the entries in the
ipcc_caltyp22 report or the Call_Type_Real_Time table had calls offered
and service level values (ServiceLevelToday). Any row on a day following
that one that has the same call type will incorrectly have service level
today values even if there were no calls offered for that day. As soon as a
new call is offered on that call type, the service level information for the
row corresponding to the current day will be recalculated and will be
corrected. For symptom 3: This will occur if the call type
ServiceLevelHalf value is incorrect. The call type ServiceLevelHalf value
may be incorrect if for the current half hour there have not been any calls
offered, but a one of the previous half hour values did have calls offered
and did have a valid ServiceLevelHalf value for that call type. In this case
the call type ServiceLevelHalf value will reflect the previous half hour's
ServiceLevelHalf value. For symptom 4: This will occur if the call type
ServiceLevelToday value is incorrect. The call type ServiceLevelToday
value may be incorrect if for the current day there have not been any calls
offered, but one of the previous days did have calls offered and did have a
valid ServiceLevelToday value for that call type. In this case the call type
ServiceLevelToday value will reflect the previous day's
ServiceLevelToday value.
Workaround: For symptoms 1 and 2: If there are zero calls offered for a
specific row in the report or the corresponding table, then any service level
data for that row can be considered invalid and therefore ignored. For
symptoms 3 and 4: For any formula that references call type
ServiceLevelToday or ServiceLevelHalf values, you can also check the
CallsOfferedHalf/CallsOfferedToday value to make sure that there were
really calls offered. Further problem description: Note that call type
ServiceLevelTo5 values are not affected by this problem and work as
expected.
23
24
Resolved Caveats
Defect Number: CSCma23076
Component: router.tools
Severity: 3
Headline: CallTracer dialog truncated on Japanese system
Symptom: CallTracer dialog is truncated.
Condition: This happens when an AW is installed on a Japanese system.
Workaround: Install the AW on an English platform.
Defect Number: CSCma22343
Component: scripteditor
Severity: 3
Headline: Queue to Agent node has incorrect call counts
Symptom: In Queue to agent node the target call counts might not be
correct, when the agent expression is used to find the agent.
Condition: Calls going through a Script that has a Queue to Agent node.
Workaround: None.
Defect Number: CSCma23279
Component: scripteditor
Severity: 3
Headline: Scheduled Scripts Display Based on Local AW Time
Symptom: Scheduled scripts that are scheduled to be active now do not
show up in the call type manager.
Condition: This will occur when the local time of the computer that
Script Editor is on is different than the central controller time. The Call
Type Manager incorrectly displays currently scheduled scripts based on
the local time.
Workaround: : Set AW system time to central controller time. Further
problem description: As has always been the case, any schedule that's
created will always be based on the Central Controller time. The only
problem that exists is that Script Editor incorrectly displays which scripts
are currently scheduled. The router, however, reads this information
correctly.
Defect Number: CSCma24169
Component: scripteditor
Severity: 3
24
25
Resolved Caveats
25
Headline: Script Editor cut and paste fails within nodes
Symptom: Calls routed through wrong DN.
Condition: When copying (ctrl C, ctrl V) a Route Select node property
from one node to another, the property does not retain its connection to the
appropriate DN node. After the connection is corrected, calls are still
routed via the previous connection through the wrong DN node.
Workaround: There are two
Workaround: A. Manually set Route Select node properties. Do not copy
Route Select node properties from one Route Select node to another. OR
B. 1. Copy the Route Select node properties as desired from a node. 2.
Paste the results into your favorite text editor (notepad is fine). 3. Copy the
results from the text editor and paste them into the properties page of the
desired route select node destination. Note: The only issue for workaround
B is that the route and translation route info will not get pasted into the
destination node. After step 3 you can either manually re-enter the route
and translation route selections or go back to the text editor, copy only the
route and translation route settings and paste them again into the desired
destination.
Defect Number: CSCma22512
Component: aw
Severity: 4
Headline: Odd shaped script boxes and non connected lines
Workaround: Apply Hotfix #118 for ICM release 4.6.2 for resolution
25
26
5 Obtaining Documentation
The following sections provide sources for obtaining documentation from
Cisco Systems.
5.1 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
5.2 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.
5.3 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


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).
5.4 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.
Obtaining
27 Documentation
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.
27
27
28
6 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.
6.1 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
6.2 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.
6.2.1 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
Obtaining Technical
29
Assistance
29
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.

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
6.2.2 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.
29