Cisco ICM 6.0(0) Service Release 10
Release Notes
March 29, 2007
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Cisco ICM 6.0(0) SR10 Release Notes
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Cisco ICM Software: Service Release 10 for ICM Software Version 6.0(0)
Copyright © 2007, Cisco Systems, Inc.
All rights reserved
2
Table of Contents
About this Document ................................................................................................. 5
About Cisco ICM and ICM Service Releases ................................................................ 5
ICM 6.0(0) SR10 Compatibility and Support Specifications ........................................ 5
ICM Version Support ................................................................................................ 5
ICM Component Support .......................................................................................... 6
Supported ICM Components .................................................................... 6
ICM Components Unaffected by this Service Release .................................. 7
Cisco Security Agent ................................................................................................ 7
New Features ........................................................................................ 8
International Support ............................................................................................... 8
Special Installation Instructions for International Customers ......................................... 9
For UK Customers ................................................................................ 10
How to setup the default language: ...............................................................10
For UK and French Canadian Customers .................................................. 11
How to find the user name of the Jaguar server: .............................................11
How to find the Security ID (SID) of the Jaguar server user: ............................12
How to change the date format for Jaguar service: ..........................................13
Default Language for IE Browser ............................................................ 14
How to set up the default language for IE browser: .........................................14
Adding a Customer Report to WebView ................................................... 14
How to add a custom template to WebView: ...................................................14
ICM Service Release Installation Planning ............................................................... 15
When to Install an ICM Service Release .....................................................................15
Installation Order for ICM Components......................................................................15
ICM Service Release Installation Checklist .................................................................16
Installing ICM 6.0(0) SR10 ...................................................................................... 17
Deploying ICM Service Releases ...............................................................................17
Deploying ICM Service Releases on a Duplexed ICM ................................. 17
How to deploy ICM service releases on a duplexed ICM: ...................................17
Installing ICM 6.0(0) SR10 .................................................................... 18
How to install ICM 6.0(0) SR10 .....................................................................18
Installing ICM 6.0(0) SR10 Additional Features ........................................ 20

Resolving CSCsa44873 at Symposium (SCCS 5.0) Sites/ Editing Symposium
Version Key for customers upgraded to SCCS5.0 ................................. 20
How to lay down the correct DLLs: ................................................................20
3

Resolving CSCsb49011 .................................................................... 20
How to resolve CSCsb49011: ........................................................................21

Infomaker 8.0.4.10784 Upgrade Procedure ........................................ 23
How to upgrade Sybase Infomaker: ...............................................................23
Uninstalling ICM 6.0(0) SR10................................................................................... 24
How to uninstall ICM 6.0(0) SR10: ................................................................25
Running Setup.exe from the ICM CD in a Service Release Environment ................... 27
How to run Setup.exe from the CD in an SR environment: ...............................27
Enhancements in this Service Release ..................................................................... 28
Index of Enhancements ........................................................................ 28
Index of Open Caveats.......................................................................... 29
To access Bug Toolkit perform the following steps: ..........................................29
Open Caveats in Other Products (Directly Related to ICM) ...................................... 31
Index of Open Caveats in Other Products (Directly Related to ICM) ............ 31
Resolved Caveats in this Service Release ................................................................. 32
Resolved Caveats in ICM 6.0(0) SR10 .......................................................................32
Index of New Resolved Caveats ............................................................. 32
Resolved Caveats in ICM 6.0(0) SR9 .........................................................................33
Index of New Resolved Caveats ............................................................. 34
Resolved Caveats in ICM 6.0(0) SR8 .........................................................................34
Index of New Resolved Caveats ............................................................. 34
Resolved Caveats in ICM 6.0(0) SR7 .........................................................................35
Index of New Resolved Caveats ............................................................. 35
Obtaining Documentation ........................................................................................ 36
World Wide Web .....................................................................................................36
Documentation CD-ROM ..........................................................................................36
Ordering Documentation .........................................................................................37
Documentation Feedback ........................................................................................37
Obtaining Technical Assistance ................................................................................ 37
Cisco.com ..............................................................................................................37
Technical Assistance Center .....................................................................................38
Contacting TAC by Using the Cisco TAC Website ....................................... 38
Contacting TAC by Telephone ................................................................ 39
4
About this Document
This document provides installation instructions for Cisco ICM 6.0(0) Service Release 10. It
also contains a list of ICM 6.0(0) issues resolved by this service release. Please review all
sections in this document pertaining to installation before installing the product. Failure to
install this service release as described may result in inconsistent ICM behavior.
About Cisco ICM and ICM Service Releases
Cisco ICM software is a component of Cisco IPCC Enterprise, Cisco ICM Enterprise, and
Cisco ICM Hosted Editions. ICM service releases deliver code updates that resolve issues in
ICM software. They are made available as part of the ICM software maintenance strategy.
Service releases for particular ICM versions are cumulative; they include code updates
present in earlier service releases for their respective version. Thus, in addition to the new
updates it introduces, ICM 6.0(0) Service Release 10 also contains the code updates from
ICM 6.0(0) Service Releases 1, 2, 3, 4, 5, 6, 7, 8 and 9.
For more information on the ICM software maintenance strategy, see the Cisco Software
Release and Support Methodology for Cisco ICM and Cisco IPCC Enterprise and Hosted
Editions, available at:
http://ftpsj.cisco.com/cisco/custcontact/icmpdf/Maintenance_Strategy_IPCC_and_ICM_5.12.pdf
ICM 6.0(0) SR10 Compatibility and Support Specifications
This section provides information to help you understand on which ICM servers ICM 6.0(0)
SR10 can and must be installed. It contains the following subsections:

ICM Version Support

ICM Component Support

Cisco Security Agent

International Support
ICM Version Support
ICM 6.0(0) SR10 can be installed on systems running Cisco ICM Release 6.0(0). It can be
installed on systems with or without previous ICM 6.0(0) service releases installed. ICM
6.0(0) SR10 has been tested and verified to be compatible with the interoperability criteria
for ICM Release 6.0(0). Additional ICM 6.0(0) interoperability support information is
available from the following sources:
5

ICM 6.0(0) support information for other Cisco products is listed in the Cisco IP
Contact Center Enterprise Edition Software Compatibility Guide, available at:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_imple
mentation_design_guides_list.html

ICM 6.0(0) ACD support information is listed in the Cisco ICM Software Supported
Switches (ACD), available at:
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/acddoc/index.htm

ICM 6.0(0) third-party platform support information is listed in the Cisco Intelligent
Contact Management Software Release 6.0(0) Bill of Materials, available at:
http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm

Cisco Security Agent (CSA) for ICM, IPCC Enterprise and Hosted, if used, must be
the correct version. Support information is available at:
http://www.cisco.com/kobayashi/sw-center/contact_center/csa/
ICM Component Support
An ICM 6.0(0) service release installs files that resolve caveats on different ICM 6.0(0)
components. The installation program automatically detects the components installed on a
machine and installs only those files specific to those components.
This section lists the ICM components on which this service release can be installed, and
those on which it cannot.
Supported ICM Components
ICM 6.0(0) SR10 is compatible with and must be installed on these ICM components:

Administrative Workstations (AWs)

CallRouters

Loggers

Distributors & Historical Data Servers (HDSs)

Peripheral Gateways (PGs)

Outbound Option Dialers
Note:
ICM 6.0(0) SR10 must be installed on all of the components listed above.
Installing this service release on only some of these components in an ICM system can
result in inconsistent behavior in the ICM software.
6
ICM Components Unaffected by this Service Release
There are no updates contained in the ICM 6.0(0) SR10 for the following components:

Cisco Collaboration Server Dynamic Content Adapter (DCA)

Cisco E-Mail Manager Option (CEM)

Cisco Media Blender (CMB)

Cisco Web Collaboration Option (CCS)
It is not necessary to install this service release on these machines unless a supported ICM
component is co-located on them, in which case the service release must be installed.
Cisco Security Agent
A standalone Cisco Security Agent for ICM software is supported with ICM/IPCC 6.0(0) and
its service releases. The standalone Cisco Security Agent provides intrusion detection and
prevention for Cisco ICM software. Cisco Security Agent removes potential known and
unknown ("Day Zero") security risks that threaten enterprise networks and applications. It
dramatically reduces downtime, widespread attack propagation, and clean-up costs. The
Agent is provided free of charge by Cisco Systems for use with release 6.0(0) of the Cisco
ICM software. While Cisco highly recommends its installation, it is optional.
The “ICM software” protected by the Cisco Security Agent for ICM includes:

Cisco ICM Enterprise 6.0(0)

Cisco IP Customer Contact (IPCC) Enterprise 6.0(0)

Cisco Outbound Option (formerly Blended Agent) 6.0(0)

Cisco E-Mail Manager 5.0(0)

Cisco Web Collaboration Option 5.0(0) which includes:

o
Cisco Collaboration Server 5.0(0)
o
Cisco Dynamic Content Adapter (DCA) 2.0(1)
o
Cisco Media Blender 5.0(0)]
Cisco CTI Object Server (CTI OS) 6.0(0)
7

Cisco Remote Monitoring Suite (RMS) 2.0(0)
The standalone Cisco Security Agent for ICM/IPCC, the Installation Guide, and the Cisco
Security Agent release specific Readme document can be downloaded from:
http://www.cisco.com/cgi-bin/tablebuild.pl/csa10-crypto
Read the Cisco Security Agent Installation Guide and the Readme document before installing
the agent.
In addition to being specifically tuned for Cisco ICM software, the standalone Cisco Security
Agent for Cisco ICM software provides support for a select number of Cisco-approved thirdparty applications. These are listed in the Cisco Intelligent Contact Management Software
Release 6.0(0) Bill of Materials located at:
http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm
No other third-party applications are supported.
Cisco Security Agent requires that any software installed on an ICM server must be installed
into the default directories presented during the installation process. This is required for
Cisco software as well as third-party applications. If customers are upgrading and have not
installed in the default directories (and do not wish to de-install and re-install using the
default directories), or if new customers do not want to install in the default directories,
they must not use Cisco Security Agent.
New Features
If you use a third-party software application that is not Cisco-approved, you must purchase
and install the Management Center for Cisco Security Agents. You then need to modify and
maintain your own application-server security policy—something which is not possible with
the standalone Agent. Contact the Cisco Technical Assistance Center (TAC) for information
on customizing the policy to support your third-party applications.
Note: Using Cisco Security Agent for ICM software has the potential for adversely impacting
your system if not used appropriately. For a discussion of issues and troubleshooting tips,
see the Cisco Security Agent release specific Installation Guide and Readme located at:
http://www.cisco.com/cgi-bin/tablebuild.pl/csa10-crypto.
For additional information on Cisco Security Agent, see the Management Center for Cisco
Security Agent documentation set at:
http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/cw2000_b/vpnman/vms_2_2/csa_4_0/
International Support
ICM 6.0 service release 10 has the following language support:
8
WebView user interface:
Simplified Chinese, Korean, Japanese, European French, Canadian French
WebView online help:
Japanese, European French, Canadian French
Script Editor user interface:
Simplified Chinese, Japanese, European French, Canadian French
Internet ScriptEditor user interface:
European French, Canadian French
Special Installation Instructions for International Customers
In order to generate correct ICM reports from WebView, some of the international
customers must perform additional setup steps before installing the service release.
9
For UK Customers
A SQL Server installed on an UK platform must set the default language for the following
login account to British English:

LocalSQLAdmin

LocalSQLUser
How to setup the default language:
1. Select Start > Programs > Microsoft SQL Server > Enterprise Manager.
2. On the left panel of Enterprise Manager:
a. Expand Microsoft SQL Servers/ SQL Server Group/ (local) (Windows NT).
b. Double-click Security.
c. Click Logins.
3. On the right panel of Enterprise Manager:
a. Right-click <computer name>\LocalSQLAdmin.
b. Click Properties to bring up the Properties dialog box.
c. On the General tab, select British English from the Language pull-down list.
4. On the right panel of Enterprise Manager, repeat step 3 for <computer
name>\LocalSQLUser.
10
The following shows a correct language setup.
For UK and French Canadian Customers
The date display format needs to be adjusted for a Jaguar server installed on UK or French
Canadian platforms.
How to find the user name of the Jaguar server:
1. On the desktop, right-click My Computer.
2. Click Manage to bring up the Computer Management window.
3. In the left panel of the Computer Management window:
a. Expand Services and Applications.
b. Click Services.
4. In the right panel of the Computer Management window:
a. Right-click Jaguar.
11
b. Click Properties, the Jaguar Properties dialog box appears.
c. Refer to the Log On tab to obtain the user name of the Jaguar server (for
example, jagintlserver-211).
How to find the Security ID (SID) of the Jaguar server user:
1. Open Start > Run, enter regedit then click OK. The Registry Editor window opens.
2. Open My Computer/HKEY_LOCAL_MACHINE/SOFTWARE/MicroSoft/
windows NT/CurrentVersion/ProfileList.
There is a list of sub-folders under this registry key. Open each of these folders,
looking for the Jaguar server user name to appear in the Data column for the
ProfileImagePath. The name of the folder in which the Jaguar server user name
appears is the SID. Note the SID, especially the last digits. These digits differentiate
the SID from the names of the other folders.
12
How to change the date format for Jaguar service:
1. In Registry Editor, go to HKEY_USERS/ <SID of the user>/ International.
Double-click the ShortDate field. The Edit String dialog box appears.
a.
Enter d/M/yyyy on a UK system.
b.
Enter yyyy/M/d on French Canadian system
c.
Click OK.
The following screen shot shows the correct date format on UK systems:
13
Default Language for IE Browser
The date format used by WebView is determined by the language setting in the IE browser.
For example, if the language setting of the IE browser is en-us, WebView displays the date
in the mm/dd/yyyy format.
Customers who want reports with the DD/MM/YYYY date format, and who are installing on
Windows 2000 platforms not set up as U.K. English, French, German, or Spanish platforms;
select UK English during the patch installation, then follow the instructions below to set up
the default language for IE browser.
How to set up the default language for IE browser:
1. In the IE browser, select Tools > Internet Options the Option dialog box appears.
2. Add the appropriate language to the language list:
a. UK English (en-gb)
b. French (Canada) (fr-ca)
3. Move the language selected in the previous step to the top of the language list.
Adding a Custom Report to WebView
On the WebView New Template page, loading a localized template description is different
from loading an English template description.
International customers must perform the following procedure to add a custom template.
How to add a custom template to WebView:
1. In Infomaker or PowerBuilder, name this template in format of:
<label>_<template name>
For example, agtnew01_agent_weekly_call
Where agtnew01 is the label.
agent_weekly call is the template name displayed on the WebView New Template
page.
2. Open the \icm\web\webview\reporting\servlet\srdDesc.properties file.
a. If this file is read-only, remove the read-only attribute.
14
b. Add a new entry in <label>_<template name> format. For example,
agtnew01 = Agent weekly calls.
3. Restart IIS.
4. Remove the Internet template files, then in the IE Brower, select Tools > Internet
Options and click Delete Files.
5. Start WebView.
ICM Service Release Installation Planning
This section provides information to help you understand when to install an ICM service
release and the tasks it involves. It contains the following subsections:

When to Install an ICM Service Release

Installation Order for ICM Components

ICM Service Release Installation Checklist
When to Install an ICM Service Release
Installing an ICM service release requires temporarily stopping all ICM services and
processes on your ICM components (Loggers, CallRouters, etc.). Therefore, to limit impact
to a live ICM system, schedule and install ICM service releases during a maintenance period
when your ICM system is out of production.
Installation Order for ICM Components
ICM service releases do not need to be installed on ICM components in a specific order.
However, to avoid a temporary situation of mismatched components, install service releases
on the set of components comprising the Central Controller (CallRouter and Logger),
Distributor, and Admin Workstation at the same time. Patch Peripheral Gateways as soon as
possible after the Central Controller and Administrative Workstation have been restarted.
Note:
The installation requires a specific order as it pertains to patching alternate
sides of a duplexed ICM system. For additional information, consult the Deploying ICM
Service Releases
Note:
Deploying ICM Service Releases on a Duplexed ICM section of this document.
15
16
ICM Service Release Installation Checklist
Deploying an ICM service release requires the following general tasks:

Schedule a maintenance period for installation: Because ICM service release
installation requires bringing down an ICM system, schedule service release
installation for a maintenance period when your ICM system is out of production.

Determine which ICM components require service release installation:
Consult the ICM 6.0(0) SR10 Compatibility and Support Specifications section of this
document to determine on which ICM components this service release must be
installed.

Inventory ICM nodes targeted for service release installation: Take an
inventory of all ICM nodes on which this service release will be installed. If you are
installing this service release on a duplexed ICM system, consult the Deploying ICM
Service Releases

Deploying ICM Service Releases on a Duplexed ICM section of this document for the
correct order in which the installation must be applied to each side.

Install the service release on ICM nodes: Install the service release on each
Logger, Distributor and/or Historical Data Server, CallRouter, Admin Workstation,
and Peripheral Gateway in your ICM system. Consult the Installing ICM 6.0(0)
section of this document for step-by-step instructions on installing this service
release.

Install additional features: Optionally, install any additional features from the
service release that are not part of the standard installation. Consult the For Call
Manager PG Nodes, start Internet Explorer sessions that you closed, as desired.

Installing ICM 6.0(0) SR10 Additional Features section of this document for
information on installing optional features in this service release. For Call Manager
PG Nodes, start Internet Explorer sessions that you closed, as desired.

Test and troubleshoot the installation: After installation, test your ICM system to
ensure that it is working properly. Ensure that sides of duplexed systems are
synchronized.
17
Installing ICM 6.0(0) SR10
This section provides instructions on how to install ICM 6.0(0) SR10 and how to
troubleshoot the installation. It contains the following subsections:

Deploying ICM Service Releases
o
How to Deploy ICM Service Releases on a Duplexed ICM
o
How to Install ICM 6.0(0) SR10 For Call Manager PG Nodes, start Internet
Explorer sessions that you closed, as desired.
o
Installing ICM 6.0(0) SR10 Additional Features

How to Resolve CSCsa44873 at Symposium (SCCS 5.0) Sites/Editing
Symposium Version Key for customers upgraded to SCCS5.0

How to resolve CSCsb49011

Infomaker 8.0.4.10784 Upgrade Procedure
Deploying ICM Service Releases
Deploying ICM Service Releases on a Duplexed ICM
If you are installing this service release on a duplexed ICM system, you must install ICM
service releases on one side at a time, following the order described below.
How to deploy ICM service releases on a duplexed ICM:
1. Install the service release on all Side A nodes, following the steps described
Installing ICM 6.0(0) SR10.
Caution: DO NOT restart ICM services on Side A nodes at the completion of
installation.
2. Stop all ICM and Cisco Security Agent (CSA) services on all Side B nodes.
3. Restart ICM services on all Side A nodes. Ensure the newly patched system is
running with no errors in Simplex mode.
4. Once you have confirmed that Side A is working correctly, install the service release
on the Side B nodes following the steps described in Installing ICM 6.0(0) SR10.
5. Restart the CSA and ICM services on all Side B nodes. Ensure both sides of the
18
duplexed system synchronize.
Installing ICM 6.0(0) SR10
Perform the following steps on each ICM component on which you install this service
release.
How to install ICM 6.0(0) SR10
1. Log in to the ICM node under an account with administrator privileges to the local
machine.
2. Using the ICM Service Control utility, stop all ICM services running on the node.
3. If installed, stop the Cisco Security Agent (CSA) service.
4. If the node is an Admin Workstation running WebView:
a. Close all Internet Explorer applications including WebView Reporting
Internet Explorer Sessions
b. Stop Jaguar Service
c. Stop World Wide Web Publishing Service
d. Stop IIS Admin Service
5. If the node is a Distributor, HDS, Logger, or Admin Workstation Node:
a. Close all ICM tools, including the following:
i. Script Editor
ii. Check Routes
iii. Configuration Manager and associated configuration tools
iv. ICMDBA
v. ICM WebView Reporting Internet Explorer Sessions
6. For Call Manager PG Node, stop Internet Explorer sessions.
7. Start the service release installation by running ICM6.0(0)_SR10.exe.
Note: After it starts, the ICM Service Release installer may disappear from the
screen for about one minute. It then displays a gray screen for up to 90 seconds
before it displays text. During these times, the system displays no visual indicators
19
that the installer is running. This is normal behavior and does not signify a “hung”
installer.
Allow at least three minutes before suspecting a hung installer. If after this period,
you suspect that the installation has hung, use the Windows Task Manager to check
its status and, if necessary, end the process. Do not launch a new instance of the
installer before ending the previous one. Doing so could result in a faulty installation.
If you mistakenly launch multiple concurrent instances of the Service Release
installer, close all instances and start the process again.
Note: For IPCC PG Node, the Java Runtime Environment (JRE) installer file is
executed to install JRE 1.3.1 as part of the IPCC PG (eagtpim) upgrade to ICM 6.0(0)
SR10.
Your ICM 6.0(0) SR10 installer may look like it's hung while the JRE is being
installed. You can verify that the JRE installer is running by looking for a process
name prefixed with “j2re” in the Processes tab in Windows Task Manager. Please be
patient while the JRE install is in progress.
8. Select the language for any localized files included in the installation.
9. If prompted during the installation click Yes to allow the installer to replace files as
necessary.
10. When prompted, click Finish to complete the installation.
Note: If the node is part of a duplexed ICM system, do not perform step #11.
Instead, restart the ICM services in the order indicated in the Deploying ICM Service
Releases
Note: Deploying ICM Service Releases on a Duplexed ICM section of this document.
11. After installation is complete, restart the CSA service and, using the ICM Service
Control utility, restart all ICM services.
12. If the node is an Admin Workstation running WebView:
a. Verify that the Jaguar Service has started
b. Verify that the World Wide Web Publishing Service has started
c. Verify that the IIS Admin Service has started
20
d. If you are having problems logging into WebView, follow these directions:
Grant “Modify” permissions to the Internet Guest Account (IUSR_ user) on
the <Sybase EA Server Install Directory>\html\classes\com\cisco\atg
folder (usually C:\Program Files\Sybase\EAServer\html\classes\com\
cisco\atg) from the Security tab of the Properties dialog box for that
folder.
13. For the ICM Distributor, Logger, or Admin Workstation Nodes, open tools and
applications that you closed, as desired.
14. For Call Manager PG Nodes, start Internet Explorer sessions that you closed, as
desired.
Installing ICM 6.0(0) SR10 Additional Features
This section explains how to install additional features in ICM 6.0(0) SR10 that are not part
of the regular ICM 6.0(0) SR10 installation.

Resolving CSCsa44873 at Symposium (SCCS 5.0) Sites/
Editing Symposium Version Key for customers upgraded to SCCS5.0
ICM 6.0(0) SR10 includes an issue (CSCsa44873) for Symposium PIM to lay down the
correct DLLs required for Client Communication with SCCS 5.0 and for compatibility with
HDX SDK R5.0. CSCsa44873 was fixed in 6.0(0) SR2 and only affects sites having
Symposium PGs where the Symposium version is 5.0 (for example, SCCS5.0).
ICM 6.0(0) Service Releases 10 includes a fix to CSCsa44873 for customers who
upgraded their Symposium from SCCS4.0/4.2 to SCCS5.0.
How to lay down the correct DLLs:
Before installing ICM 6.0(0) SR10 Symposium PG, locate the
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<ICM
InstanceName>\PG<x>\SymposiumVersion key in the ICM registry tree, then change
the value to 50 (of type Decimal). If you already upgraded to 6.0(0) SR 2 and
Symposium SCCS 5.0 then you probably have already performed this step.

Resolving CSCsb49011
Sybase has issued a security bulletin on vulnerability of Jaguar HTTP service. WebView
does not require Jaguar to run HTTP service and we strongly recommend removing HTTP
service from Jaguar. WebView requires only IIOP service on Jaguar. Below are the
instructions to remove all the unused services from Jaguar.
21
How to resolve CSCsb49011:
1. Run Jaguar Manager from Start > Programs > Sybase > EAServer 4.1.1.
2. In Jaguar Manager, connect to the Jaguar server using Tools > Connect > Jaguar.
Manager.
3. In the Login dialog box (following), leave the default settings for all the fields and the
Password field blank.
Note: If the jagadmin password was changed, you must enter the password.
4. Click Connect.
22
5. Once connected to the Jaguar server, expand the left tree to Jaguar Manager >
Servers > Jaguar > Listeners.
6. From the right side list of Listeners, remove all listeners except iiop. Remove Listeners
by selecting the desired Listener, then right click and select Delete Listener Profile.
After the deletion, the Listeners list appears as shown below.
23
7. Disconnect from Jaguar using Tools > Disconnect > Jaguar Manager.
8. Close Jaguar Manager.
9. Restart the Jaguar service.

Infomaker 8.0.4.10784 Upgrade Procedure
This section provides the upgrade procedure for Sybase Infomaker (PowerBuilder)
8.0.4.10784 from version 8.0 or later.
ICM 6.0 Service Release 2 is tested and supports Sybase Infomaker 8.0.4.10784. This third
party software is required for Custom Screen builder application of ICM.
How to upgrade Sybase Infomaker:
1. Download the Infomaker software from: http://downloads.sybase.com/.
Note:
Only registered users can download the required software from this site.
2. In order to install Infomaker 8.0.4, you must have already installed PowerBuilder 8.0 or
later on your computer. This is a maintenance release of PowerBuilder 8.0
3. Make note of your Sybase program folder. This is usually C:\Program Files\Sybase.
4. Inside the Sybase program folder, create a folder and name it backup_801.
5. Copy the following folders into the backup_801 folder:
C:\Program Files\Sybase\Infomaker 8.0
C:\Program Files\Sybase\Shared\PowerBuilder
C:\Program Files\Sybase\Shared\MerantODBC
6. Download PowerBuilder - 8.0.4 (10501) maintenance release and PowerBuilder - 8.0.4
(10784) EBF versions form the Sybase site.
7. Run the 8.0.4 (10501) installer first.
8. Follow the Power builder Release Notes of for detailed installation information.
9. Reboot the machine.
10. Apply the EBF (Emergency Bug Fix) 8.0.4 (10784).
24
11. Reboot the machine.
12. Give the <instance>SQLUser group from the domain write access to the following:
a. C:\Program Files\Sybase\shared\PowerBuilder
b. C:\Program Files\Sybase\infomaker\im.ini
This permission can be granted by performing the following steps:
i. Right-click the file or folder, and select Properties.
ii. On the Security tab, select Add.
iii. Enter the <instance>SQLUser group name and select OK.
iv. Select Allow write permission.
v. Select Allow inheritable permissions.
vi. Click OK.
Note: During the PowerBuilder installation, select only the required components such
as Infomaker.
Uninstalling ICM 6.0(0) SR10
If desired, you can uninstall ICM 6.0(0) SR10 from any ICM node on which it is installed.
Note:
To determine if you have ICM 6.0(0) SR10 installed on a system. Go to the
start menu go to Control Panel then Add or Remove Programs and then after the Add or
Remove Programs window comes up look for ICM 6.0(0) SR 10 in the list of applications
installed on the system.
Note:
As removing an ICM service release requires stopping the ICM services,
uninstall ICM 6.0(0) SR10 during a maintenance period when your ICM system is out of
production.
25
To function properly, ICM 6.0(0) SR10 must be installed on all the ICM components it
supports. Therefore, if you remove it from one node in a system and do not plan to reinstall
it, remove it from all other nodes as well. To remove ICM 6.0(0) SR10, perform the
following on each ICM node on which ICM 6.0(0) SR10 is installed.
How to uninstall ICM 6.0(0) SR10:
1. Log in to the ICM node under an account that has administrator privileges to the
machine.
2. If installed, stop the CSA service.
3. Using the ICM Service Control utility, stop all ICM services running on the node.
4. If the node is an Admin Workstation running WebView:
a. Close all Internet Explorer applications including WebView Reporting Internet
Explorer sessions.
b. Stop the Jaguar service.
c. Stop the World Wide Web Publishing service.
d. Stop the IIS Admin service.
5. If the node is a Distributor, Logger, or Admin Workstation Node:
a. Close all ICM tools, including the following:
i. Script Editor
ii. Check Routes
iii. Configuration Manager and associated configuration tools
iv. ICMDBA
6. On the CallManager PG Node, stop Internet Explorer sessions.
7. Select Start > Settings > Control Panel > Add Remove Programs.
8. Select Cisco Service Release 6.0(0)_SR10.
9. Click Change/Remove.
Note: For the IPCC PG Node - the Java Runtime Environment (JRE) installer file is
executed to uninstall JRE 1.3.1 as part of the IPCC PG (eagtpim) uninstall.
Your ICM 6.0(0) SR10 uninstaller may look like it is hung while the JRE is being
uninstalled. Verify the JRE uninstaller is running by looking for a process name prefixed
26
with “j2re” in the Processes tab in Windows Task Manager. Please be patient while the
JRE uninstall is in progress.
10. If the node is an Admin Workstation running WebView:
a. Verify that the Jaguar service has started.
b. Verify that the World Wide Web Publishing service has started.
c. Verify that the IIS Admin service has started.
11. When the SR has been removed from all nodes, restart all ICM services on the node.
12. If installed, restart the CSA service.
13. For the ICM Distributor, Logger, or Admin Workstation Nodes, open tools and
applications that you closed, as desired
14. For Call Manager PG Nodes, start the Internet Explorer sessions you closed, as
desired.
27
Running Setup.exe from the ICM CD in a Service Release
Environment
The following information pertains to ICM Releases 4.6(2) and above:

Subsequent to an initial installation of ICM on a node, you may need to rerun
Setup.exe from the ICM CD. Typically, this occurs when you want to add additional
ICM components (Loggers, CallRouters, etc.), something which can only be
accomplished by running the CD version of Setup.

Potential issues can arise when the CD version of Setup.exe is run on ICM nodes on
which service releases and/or engineering specials have been applied. The CD
version of Setup may overwrite files that were modified by the SR or ES installation.
In ICM versions prior to 6.0, Setup.exe does not provide notification or warning of
this potential risk.
To avoid potential issues, Cisco recommends that you revert an ICM node to the baserelease level prior to running Setup.exe from the ICM CD. This must also be done if you
have previously run Setup.exe from the CD in your service release patched environment
and are experiencing inconsistent behavior.
How to run Setup.exe from the CD in an SR environment:
1. Uninstall all ICM service releases and/or engineering specials from the node, following
the uninstall instructions provided in their Release Notes.
Note:
Patches must be removed in the reverse-order they were installed. For
example, on a node on which the following have been installed: SR1, SR1_ES10,
SR1_ES20, SR3, SR3_ES10, SR3_ES20, you would remove patches in this order:
SR3_ES20  SR3_ES10  SR3  SR1_ES20  SR1_ES10  SR1
The uninstall program prevents you from removing patches in an incorrect order.
2. Run Setup.exe from the ICM CD, adding components and/or making other configuration
changes, as desired.
3. After adding components and prior to exiting Setup, click Upgrade All to upgrade all
ICM instances on the node.
4. Reinstall ICM service releases and/or engineering specials, following the installation
instructions provided in their Release Notes.
28
Enhancements in this Service Release
This section describes enhancements that have been made to functionality in this service
release. Although enhancements are not normally included in a service release, changes to
functionality are documented.
Index of Enhancements
There are no enhancements for this service release.
29
Open Caveats in this Service Release
This section provides a list of open defects found in ICM 6.0(0) SR10.
Note: You can view more information on and track individual ICM defects using the
Cisco Bug Toolkit located at:
http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
Index of Open Caveats
There are no open caveats for ICM 6.0 SR10.
To access Bug Toolkit perform the following steps:
1. Log on with your Cisco.com user ID and password.
2. Click the Launch Bug Toolkit hyperlink.
3. If you are looking for information about a specific caveat, enter the ID number in the
Enter known bug ID field.
To view all caveats for Cisco ICM/IPCC Enterprise and Hosted Editions, go to the Search
for bugs in other Cisco software and hardware products section, and enter Cisco
Unified Intelligent Contact Management Enterprise in the Product Name field.
Alternatively, you can scroll through the product name list and click Cisco Unified
Intelligent Contact Management Enterprise.
4. Click Next. The Search dialog box displays.
5. Choose the filters to query for caveats. You can choose any, or all, of the available
options:
a. Select the version:
i. Choose the major version for the major releases.
A major release contains significant new features, enhancements,
architectural changes, and/or defect fixes.
ii. Choose the revision for more specific information.
A revision release primarily contains defect fixes to address specific
problems, but it may also include new features and/or enhancements.
30
b. Choose the Features or Components to query. Make your selection from
the Available list and click Add to place your selection in the Limit search to
list.
To query for all caveats for a specified release, select All Features in the left
window pane.
Note: The default value specifies All Features and includes all of the items in
the left pane of the window.
c. Enter keywords to search for a caveat title and description, if desired.
Note: To make queries less specific, use the All wildcard for the major
version/revision, features/components, and keyword options.
d. Select Set Advanced Options, include the following items:
i. Bug Severity
ii. Bug Status Group
iii. Release Note Enclosure
e. Click Next.
6. Bug Toolkit returns the list of caveats on the basis of your query. Modify your results by
submitting another query and using different criteria.
31
Open Caveats in Other Products (Directly Related to ICM)
This section provides a list of open caveats related to the testing of ICM components which
were not resolved at the time this document was written.
Note: You can view more information on and track individual defects using the Cisco
Bug Toolkit located at:
http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
Index of Open Caveats in Other Products (Directly Related to ICM)
Product
Component
Sev
Identifier
None
Headline
32
Resolved Caveats in this Service Release
This section provides a list of significant ICM defects resolved by this service release. It
contains these subsections:
Resolved Caveats in ICM 6.0(0) SR10
Resolved Caveats in ICM 6.0(0) SR9
Resolved Caveats in ICM 6.0(0) SR8
Resolved Caveats in ICM 6.0(0) SR7
Refer to the release notes for ICM 6.0(0) SR6 for information on defects resolved in ICM
6.0(0) SR6 and earlier. The ICM 6.0(0) SR1-SR10 release notes can be downloaded from:
http://www.cisco.com/kobayashi/sw-center/telephony/icm/icm-planner.shtml
Note: You can view more information on and track individual ICM defects using the
Cisco Bug Toolkit located at:
http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
Resolved Caveats in ICM 6.0(0) SR10
This section lists caveats specifically resolved by ICM 6.0(0) SR10. Caveats resolved in
earlier service releases (and automatically rolled into this release) are described in later
sections.
Index of New Resolved Caveats
Caveats in this section are ordered by ICM component, severity, and then identifier.
Component
Sev
Identifier
Headline
aw.config
3
CSCsh14300
Agentcfg fails to add and delete a skillgroup member in
single step
aw.config.explorer
3
CSCma27488
Changes to the PG default SubSGMask are not reflected in
SG Explorer
aw.synchronize
3
CSCsf09687
UAW crashing when processing a transaction
ba.dialer.g3
3
CSCsh17957
The Outbound Option call to a newly logged in agent fails
33
cg.ctiserver
2
CSCsg20546
CTIServer Memory Leak
db.distributor.realtime.feed
3
CSCsb90386
Some Skill Group Real Time Webview reports are lagging /
not updating
db.HDS.replication
2
CSCsh59715
Replication process using 2GB of system memory
pg.aspect
2
CSCsi03590
Agent Desktop Greys Out while making Agent state to ready.
pg.aspect
3
CSCsh15628
Aspect PIM stops processing agent state data.
pg.definity
3
CSCsg95511
ECSPIM crashes with DrWatson entry
pg.eapim.jtapigw
2
CSCsh15483
JGW asserts and fails over when a third party connects to
JGW's TCP port
pg.neax2400
3
CSCsg55478
Unable to Conference if the consultation call is an offswitch
number
pg.neax2400
3
CSCsg87090
NEC conf scenarios have call state hold and talking even
after conferenc
pg.spectrumpim
6
CSCse09918
Spectrum Pim is reporting 1 agent available when none are
avail.
pg.vru
2
CSCsh27054
VRU PIM does not send Abandon message if caller drops
during Requery
Router
2
CSCsg90396
Router set incorrect call variable when transfer to Type10
VRU
Router
3
CSCsd46541
Invalid InvokeID in script responses
Router
3
CSCsh33685
Router may not generate sod file when out of sync occurs
setup.request.enh
6
CSCsh19593
MessageTracking registry setting should be enabled as
default
Resolved Caveats in ICM 6.0(0) SR9
This section lists caveats specifically resolved by ICM 6.0(0) SR9. Caveats resolved in earlier
service releases (and automatically rolled into this release) are described in later sections.
34
Index of New Resolved Caveats
Caveats in this section are ordered by ICM component, severity, and then identifier.
Component
aw.config
aw.config
Sev
2
3
pg
3
1
pg.alcatel
pg.definity
2
pg.definity
2
pg.dms100
3
3
pg.eapim.jtapiclnt
pg.eapim.jtapigw
2
2
pg.eapim.jtapigw
pg.eapim.jtapigw
3
pg.eapim.jtapigw
3
pg.eapim.jtapigw
3
3
3
3
3
pg.opc
pg.opc
pg.vru
scripteditor
Identifier
CSCsd99332
CSCsf27706
CSCsg26106
CSCsg03865
CSCse76746
CSCsf01924
CSCsg55171
CSCsa56090
CSCsd60973
CSCsf04365
CSCsa55427
CSCsa99943
CSCse30043
CSCsf02051
CSCsg57385
CSCsd65661
CSCsg16377
Headline
Adding too many skill groups to agent causes asserts
Created Skill group not visible to Agent
Update 2007 DST time for peripherals in time zone different
from ACD
Alcatel Pim Failure
ECSPIM crashes with DrWatson Entry
ecspim!CVBridge::ProcENAlert
UseTrunkOverANIInCallingField option not availble in 6.0 for
outbound ca
skillgroup in agent state update is -1 when agent logs out in
dms100
Can't complete conf after dequeue from VRU on different child
Agents not able to login if EM agents login/out during
initialization
JGW Process Taking a Long Time to Initialize.
After consult call from one child to another child, can't do
consult cal
Ring No Answer - CD19 when consult conferencing to IVR over
ICT at 2cps
JTAPI memory leak with agents using Extension Mobility
phones
Agent skg Half Hour data missing for removed skill
OPC restarts when agent is reskilled without logging out
VRUPIM does not notify the CallRouter of a disconnect
Internet Script Editor does not display device target labels
Resolved Caveats in ICM 6.0(0) SR8
This section lists caveats specifically resolved by ICM 6.0(0) SR8. Caveats resolved in earlier
service releases (and automatically rolled into this release) are described in later sections.
Index of New Resolved Caveats
Caveats in this section are ordered by ICM component, severity, and then identifier.
Component
Aw.config.explorer
Ba.dialer.ipcc
inetscripted
inetscripted
inetscripted
inetscripted
inetscripted
inetscripted
Sev
2
3
2
2
2
Identifier
CSCsd97690
CSCse00026
CSCma22156
CSCse63775
CSCse76668
3
3
3
CSCse81593
CSCma29821
CSCse81593
Headline
Sub Skill Groups may not be created or deleted correctly
Customer abandoned call during CPA is reported as Cancel
Cannot save script – another user has changed the object
Schedule Target config out of sync with internet script editor
ISE client synchronization intermittently stops
Script lock is not released when ISE failed to save a script in QE
mode
Script lock is wrongly deleted in edit mode
Script lock is not released when ISE failed to save a script in QE
35
Pg.definity
Pg.definity
6
2
CSCma11734
CSCse57091
Pg.definity
2
CSCse76746
Pg.dms100
Pg.eapim.jtapigw
Pg.mis
Pg.neax2400
2
3
2
3
CSCse48237
CSCsf05193
CSCse57651
CSCse03974
Pg.opc
Pg.opc
2
2
CSCsd04493
CSCse98921
Pg.opc
Pg.siemens-rolm
Pg.spectrumpim
Pg.symp.noseipim
Pg.symp.noseipim
router
3
2
4
3
3
3
CSCse79995
CSCse26993
CSCse75639
CSCsc87714
CSCse15606
CSCse53569
mode
Add capture/play to pim for CMS-less
PIM crashes in 'checkcall' generating DR.WTSN log
ECSPIM crashes with DrWatson Entry
ecspim!CVBridge::ProcENAlert
DMSPIM is not updating the Skillgroup information to OPC in conf
event
agent unable to disconnect call from ctios client
VRU PG MIS Timeout Waiting for Heartbeat Confirmation
NEC: Newcall/makecall button is disabled
When outbound agent logs out, dialer talk time not added to SG talk
time
Calls routed to the wrong agents due to LAA mis-calculation
OPC Asserts unregistered ARMTaskInitMsg was referenced building
state
No monitor data calls/agents at times when PIM failover
Spectrum PIM traces ACD message type in numeric form
Agent gets logged out from CTIOS desktop
PIM HDX mix and left in memory : ICM 5 SR10 & Symposim 5.
router.exe crash
Resolved Caveats in ICM 6.0(0) SR7
This section lists caveats specifically resolved by ICM 6.0(0) SR7. Caveats resolved in earlier
service releases (and automatically rolled into this release) are described in later sections.
Index of New Resolved Caveats
Caveats in this section are ordered by ICM component, severity, and then identifier.
Component
aw.config
aw.config.explorer
aw.synchronize
aw-bulk.config
Sev
3
3
2
3
Identifier
CSCsd57121
CSCsd43555
CSCsc48221
CSCsd96410
aw-bulk.config
ba.dialer
3
3
CSCsc83257
CSCsc20664
ba.dialer
3
CSCsd95264
db.icmdba
db.icmdba
pg.alcatel
3
3
3
CSCsd56371
CSCsc62164
CSCsd71466
pg.aspect
2
CSCsd40360
pg.definity
pg.definity
pg.definity
3
6
6
CSCsd81830
CSCsd71867
CSCsd30127
Headline
AgentCfg does not properly handle agents marked deleted.
A large number of Sub Skills causes SG explorer to be slow
Agentcfg utility fails on agent deletion under specific data conditions
Bulk Import of Person data does not encrypt password
ICM Picks the Agent not working as expected in Skill Group Bulk
Insert
Dialer does not dynamically update when campaign or skill deleted
Dialer keeps calling if customer keeps abandoning Personal
Callbacks
Database property in ICMDBA display incorrect data size for '%
Used'.
ICMDBA Space Used fails on non-English system
Alcatel CALL_INFORMATION_EVENT comes after route request
Aspect Pim Ignores Consectutive Duplicate ACD Call Information
Messages
PIM not updating trunk grp info to OPC when C_OFFERED missing
from Avaya
Removal of NonConfigured Agent Skillgroup Membership warning
ICM PG Definity ASAI 4.0 Support
36
pg.dms100
3
CSCsd95261
pg.eapim
pg.eapim
pg.eapim.jtapigw
pg.eapim.jtapigw
pg.eapim.jtapigw
pg.mer
pg.mis
pg.neax2400
pg.opc
pg.opc
pg.siemens-rolm
pg.vru
2
3
2
2
3
3
3
6
3
6
2
3
CSCsd71192
CSCsd41647
CSCsd60973
CSCsc89321
CSCsa72375
CSCse13037
CSCma27061
CSCma08609
CSCsd66024
CSCsd72675
CSCse11534
CSCsd65661
router
router
3
3
CSCse16905
CSCsd37363
scripteditor
serviceability.snmp
3
3
CSCsd78680
CSCsd96389
setup.pg
3
CSCse15910
DMS100 PIM PIM Asserts in RemoveConfigAgent function
Dialer reservation call dropped while ringing. ErrorCode 10001 in
logs.
Call context not transferred on single step transfer.
JTAPI thread exiting while recovering extensions recently removed
'Unknown DN of Unknown' errors in Router Log Viewer
Agents are stuck in Reserved state
Need to add a new callid IE field to Retrieve Original Message
MIS fails with Dr. Watson numerous times during the day..
Alternate and Reconnect not implemented in NEC PIM
PG RT data persistence too infrequent, possible affect to call routing
Want to use priorities on ACD without configuring all subskills at ICM
PIMs bouncing btwn PGs and CallBridge Servers
VRUPIM does not notify the CallRouter of a disconnect
AvgRouterDelayQto5 not getting reset when no calls queued /
dequeued
Consider If in Queue to Skillgroup node is always True
Warning regarding Divert on Busy node should be labeled as an
Error
SNMPex log files fill up rapidly attempting to connect to csfs
Local setup deletes registry keys added 5.0 SR13 ES6 (Definity PG
only)
Obtaining Documentation
The following sections provide sources for obtaining documentation from Cisco Systems.
World Wide Web
You can access the most current Cisco documentation on the World Wide Web at the
following sites:

http://www.cisco.com

http://www-china.cisco.com

http://www-europe.cisco.com
Documentation CD-ROM
Cisco documentation and additional literature are available in a CD-ROM package, which
ships with your product. The Documentation CD-ROM is updated monthly and may be more
current than printed documentation. The CD-ROM package is available as a single unit or as
an annual subscription.
37
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/en/US/partner/ordering/index.shtml
Registered Cisco.com users can order the Documentation CD-ROM through the online
Subscription Store: http://www.cisco.com/go/subscription
Non-registered Cisco.com users can order documentation through a local account
representative by calling Cisco corporate headquarters (California, USA) at 408-526-7208
or, in North America, by calling 800-553-NETS(6387).
Documentation Feedback
If you are reading Cisco product documentation on the World Wide Web, you can submit
technical comments electronically. Click Feedback in the toolbar and select
Documentation. After you complete the form, click Submit to send it to Cisco.
You can e-mail your comments to bug-doc@cisco.com.
To submit your comments by mail, use the response card behind the front cover of your
document, or write to the following address:
Attn Document Resource Connection
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
Obtaining Technical Assistance
Cisco provides Cisco.com as a starting point for all technical assistance. Customers and
partners can obtain documentation, troubleshooting tips, and sample configurations from
online tools. For Cisco.com registered users, additional troubleshooting tools are available
from the TAC website.
Cisco.com
Cisco.com is the foundation of a suite of interactive, networked services that provides
38
immediate, open access to Cisco information and resources at anytime, from anywhere in
the world. This highly integrated Internet application is a powerful, easy-to-use tool for
doing business with Cisco.
Cisco.com provides a broad range of features and services to help customers and partners
streamline business processes and improve productivity. Through Cisco.com, you can find
information about Cisco and our networking solutions, services, and programs. In addition,
you can resolve technical issues with online technical support, download and test software
packages, and order Cisco learning materials and merchandise. Valuable online skill
assessment, training, and certification programs are also available.
Customers and partners can self-register on Cisco.com to obtain additional personalized
information and services. Registered users can order products, check on the status of an
order, access technical support, and view benefits specific to their relationships with Cisco.
To access Cisco.com, go to: http://www.cisco.com
Technical Assistance Center
The Cisco TAC website is available to all customers who need technical assistance with a
Cisco product or technology that is under warranty or covered by a maintenance contract.
Contacting TAC by Using the Cisco TAC Website
If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to
the TAC website: http://www.cisco.com/tac
P3 and P4 level problems are defined as follows:
P3—Your network performance is degraded. Network functionality is noticeably impaired,
but most business operations continue.
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
39
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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