Cisco ICM 6.0(0) Service Release 10 Release Notes March 29, 2007 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 Cisco ICM 6.0(0) SR10 Release Notes 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. 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All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0601R) 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. 40