Cisco ICM 6.0(0) Service Release 9

Release Notes

January 10, 2007

Cisco ICM 6.0(0) SR9 Release Notes

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Cisco ICM Software: Service Release 9 for ICM Software Version 6.0(0) Copyright © 2007, Cisco Systems, Inc.All rights reserved

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Table of Contents

About this Document....................................................................................................................5

About Cisco ICM and ICM Service Releases..............................................................5

ICM 6.0(0) SR9 Compatibility and Support Specifications.........................................5ICM Version Support...............................................................................................................5ICM Component Support........................................................................................................6

Supported ICM Components.............................................................................6ICM Components Unaffected by this Service Release.......................................7

Cisco Security Agent..............................................................................................................7New Features....................................................................................................8

International Support.............................................................................................................8Special Installation Instructions for International Customers.................................................9

For UK Customers...........................................................................................10How to setup the default language:........................................................................10

For UK and French Canadian Customers.........................................................11How to find the user name of the Jaguar server:.....................................................11How to find the Security ID (SID) of the Jaguar server user:...................................12How to change the date format for Jaguar service:.................................................13

Default Language for IE Browser.....................................................................14How to set up the default language for IE browser:................................................14

Adding a Customer Report to WebView..........................................................14How to add a custom template to WebView:..........................................................14

ICM Service Release Installation Planning.............................................................15When to Install an ICM Service Release...............................................................................15Installation Order for ICM Components................................................................................15ICM Service Release Installation Checklist...........................................................................16

Installing ICM 6.0(0) SR9......................................................................................17Deploying ICM Service Releases..........................................................................................17

Deploying ICM Service Releases on a Duplexed ICM.......................................17How to deploy ICM service releases on a duplexed ICM:.........................................17

Installing ICM 6.0(0) SR9.................................................................................18How to install ICM 6.0(0) SR9..................................................................................18

Installing ICM 6.0(0) SR9 Additional Features.................................................20 Resolving CSCsa44873 at Symposium (SCCS 5.0) Sites/ Editing Symposium

Version Key for customers upgraded to SCCS5.0......................................20How to lay down the correct DLLs:..........................................................................20

Resolving CSCsb49011..............................................................................20How to resolve CSCsb49011:..................................................................................20

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Infomaker 8.0.4.10784 Upgrade Procedure...............................................23How to upgrade Sybase Infomaker:........................................................................23

Uninstalling ICM 6.0(0) SR9..................................................................................24How to uninstall ICM 6.0(0) SR9:.............................................................................25

Running Setup.exe from the ICM CD in a Service Release Environment..................27How to run Setup.exe from the CD in an SR environment:.....................................27

Enhancements in this Service Release..................................................................28Index of Enhancements..................................................................................28Index of Open Caveats....................................................................................29

To access Bug Toolkit perform the following steps:................................................29

Open Caveats in Other Products (Directly Related to ICM).....................................31Index of Open Caveats in Other Products (Directly Related to ICM)................31

Resolved Caveats in this Service Release..............................................................32Resolved Caveats in ICM 6.0(0) SR9....................................................................................32

Index of New Resolved Caveats......................................................................32Resolved Caveats in ICM 6.0(0) SR8....................................................................................33

Index of New Resolved Caveats......................................................................33Resolved Caveats in ICM 6.0(0) SR7....................................................................................34

Index of New Resolved Caveats......................................................................34Resolved Caveats in ICM 6.0(0) SR6....................................................................................35

Index of New Resolved Caveats......................................................................35

Obtaining Documentation....................................................................................37World Wide Web..................................................................................................................37Documentation CD-ROM......................................................................................................37Ordering Documentation.....................................................................................................37Documentation Feedback....................................................................................................38

Obtaining Technical Assistance............................................................................38Cisco.com.............................................................................................................................38Technical Assistance Center................................................................................................39

Contacting TAC by Using the Cisco TAC Website............................................39Contacting TAC by Telephone.........................................................................39

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About this Document

This document provides installation instructions for Cisco ICM 6.0(0) Service Release 9. 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 9 also contains the code updates from ICM 6.0(0) Service Releases 1, 2, 3, 4, 5, 6, 7 and 8.

For more information on the ICM software maintenance strategy, see the Cisco Software Support Release Methodology for Cisco ICM and Cisco IPCC Enterprise and Hosted Editions, available at: http://www.cisco.com/kobayashi/sw-center/telephony/icm/icm-planner.shtml .

ICM 6.0(0) SR9 Compatibility and Support Specifications

This section provides information to help you understand on which ICM servers ICM 6.0(0) SR9 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) SR9 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) SR9 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:

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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_implementation_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) SR9 is compatible with and must be installed on these ICM components:

Administrative Workstations (AWs)

CallRouters

Loggers

Peripheral Gateways (PGs)

Outbound Option Dialers

Note: ICM 6.0(0) SR9 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.

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ICM Components Unaffected by this Service Release

There are no updates contained in the ICM 6.0(0) SR9 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)

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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 third-party 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(0) service releases add the following international support to ICM 6.0.

Note: ICM service releases are cumulative—each includes the features introduced by its

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predecessors.

Release Feature Languages

Service Release 9

No additions

Service Release 8

No additions

Service Release 7

No additions

Service Release 6

No additions

Service Release 5

No additions

Service Release 4

Script Editor User Interface, ISE, and Help

French for France, French for Canada

Service Release 3

No additions

Service Release 2

Reporting Help French for France, French for Canada

Service Release 1

Script Editor User Interface(not ISE)

Chinese (Simplified), Japanese

Reporting User Interface(WebView and templates)

Chinese (Simplified), Korean, Japanese,French for France, French for Canada.

Reporting Help Japanese

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.

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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.

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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.

b. Click Properties, the Jaguar Properties dialog box appears.

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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.

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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:

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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 Customer 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_callWhere 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.

b. Add a new entry in <label>_<template name> format. For example,

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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 section of this document.

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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) SR9 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 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, 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. 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.

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Installing ICM 6.0(0) SR9

This section provides instructions on how to install ICM 6.0(0) SR9 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) SR9 For Call Manager PG Nodes, start Internet Explorer sessions that you closed, as desired. 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 InstallingICM 6.0(0) SR9.

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) SR9.

5. Restart the CSA and ICM services on all Side B nodes. Ensure both sides of the duplexed system synchronize.

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Installing ICM 6.0(0) SR9

Perform the following steps on each ICM component on which you install this service release.

How to install ICM 6.0(0) SR9

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, 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)_SR9.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 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

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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) SR9.

Your ICM 6.0(0) SR9 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.

11. After installation is complete, restart the CSA service and, using the ICM Service Control utility, restart all ICM services.

Note: If the node is part of a duplexed ICM system, do not perform this step. Instead, restart the ICM services in the order indicated in the Deploying ICM Service Releases section of this document.

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

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.

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Installing ICM 6.0(0) SR9 Additional Features

This section explains how to install additional features in ICM 6.0(0) SR9 that are not part of the regular ICM 6.0(0) SR9 installation.

Resolving CSCsa44873 at Symposium (SCCS 5.0) Sites/Editing Symposium Version Key for customers upgraded to SCCS5.0

ICM 6.0(0) SR9 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 only affects sites having Symposium PGs where the Symposium version is 5.0 (for example, SCCS5.0).

ICM 6.0(0) Service Releases 2 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) SR9 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).

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.

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.

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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.

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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 8.0C:\Program Files\Sybase\Shared\PowerBuilderC:\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).

11. Reboot the machine.

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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) SR9

If desired, you can uninstall ICM 6.0(0) SR9 from any ICM node on which it is installed.

Note: As removing an ICM service release requires stopping the ICM services, uninstall ICM 6.0(0) SR9 during a maintenance period when your ICM system is out of production.

To function properly, ICM 6.0(0) SR9 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) SR9, perform the following on each ICM node on which ICM 6.0(0) SR9 is installed.

How to uninstall ICM 6.0(0) SR9:

1. Log in to the ICM node under an account that has administrator privileges to the machine.

2. If installed, stop the CSA service.

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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)_SR9.

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) SR9 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 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. Restart all ICM services on the node.

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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.

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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 base-release 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.

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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.

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Open Caveats in this Service Release

This section provides a list of open defects found in ICM 6.0(0) SR9.

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 SR9.

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.

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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.

13. 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.

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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 Headline

ciscocm cmcti 2 CSCse55762Active call is lost from CTIOS desktop when CG failover occurs. Duplicate of CSCsd85136.

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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) SR9

Resolved Caveats in ICM 6.0(0) SR8

Resolved Caveats in ICM 6.0(0) SR7

Resolved Caveats in ICM 6.0(0) SR6

Refer to the release notes for ICM 6.0(0) SR5 for information on defects resolved in ICM 6.0(0) SR5 and earlier. The ICM 6.0(0) SR1-SR9 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) 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.

Index of New Resolved Caveats

Caveats in this section are ordered by ICM component, severity, and then identifier.Component Sev Identifier Headline

aw.config 2 CSCsd99332 Adding too many skill groups to agent causes assertsaw.config 3 CSCsf27706 Created Skill group not visible to Agent

pg 3 CSCsg26106 Update 2007 DST time for peripherals in time zone different from ACD

pg.alcatel 1 CSCsg03865 Alcatel Pim Failure

pg.definity 2 CSCse76746 ECSPIM crashes with DrWatson Entry ecspim!CVBridge::ProcENAlert

pg.definity 2 CSCsf01924 UseTrunkOverANIInCallingField option not availble in 6.0 for outbound ca

pg.dms100 3 CSCsg55171 skillgroup in agent state update is -1 when agent logs out in dms100

pg.eapim.jtapiclnt 3 CSCsa56090 Can't complete conf after dequeue from VRU on different child

pg.eapim.jtapigw 2 CSCsd60973 Agents not able to login if EM agents login/out during initialization

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pg.eapim.jtapigw 2 CSCsf04365 JGW Process Taking a Long Time to Initialize.

pg.eapim.jtapigw 3 CSCsa55427 After consult call from one child to another child, can't do consult cal

pg.eapim.jtapigw 3 CSCsa99943 Ring No Answer - CD19 when consult conferencing to IVR over ICT at 2cps

pg.eapim.jtapigw 3 CSCse30043 JTAPI memory leak with agents using Extension Mobility phones

pg.opc 3 CSCsf02051 Agent skg Half Hour data missing for removed skillpg.opc 3 CSCsg57385 OPC restarts when agent is reskilled without logging outpg.vru 3 CSCsd65661 VRUPIM does not notify the CallRouter of a disconnectscripteditor 3 CSCsg16377 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 Sev Identifier Headline

Aw.config.explorer 2 CSCsd97690 Sub Skill Groups may not be created or deleted correctlyBa.dialer.ipcc 3 CSCse00026 Customer abandoned call during CPA is reported as Cancelinetscripted 2 CSCma22156 Cannot save script – another user has changed the objectinetscripted 2 CSCse63775 Schedule Target config out of sync with internet script editorinetscripted 2 CSCse76668 ISE client synchronization intermittently stops

inetscripted 3 CSCse81593Script lock is not released when ISE failed to save a script in QE mode

inetscripted 3 CSCma29821 Script lock is wrongly deleted in edit mode

inetscripted 3 CSCse81593Script lock is not released when ISE failed to save a script in QE mode

Pg.definity 6 CSCma11734 Add capture/play to pim for CMS-lessPg.definity 2 CSCse57091 PIM crashes in 'checkcall' generating DR.WTSN log

Pg.definity 2 CSCse76746ECSPIM crashes with DrWatson Entry ecspim!CVBridge::ProcENAlert

Pg.dms100 2 CSCse48237DMSPIM is not updating the Skillgroup information to OPC in conf event

Pg.eapim.jtapigw 3 CSCsf05193 agent unable to disconnect call from ctios clientPg.mis 2 CSCse57651 VRU PG MIS Timeout Waiting for Heartbeat ConfirmationPg.neax2400 3 CSCse03974 NEC: Newcall/makecall button is disabled

Pg.opc 2 CSCsd04493When outbound agent logs out, dialer talk time not added to SG talk time

Pg.opc 2 CSCse98921 Calls routed to the wrong agents due to LAA mis-calculation

Pg.opc 3 CSCse79995OPC Asserts unregistered ARMTaskInitMsg was referenced building state

Pg.siemens-rolm 2 CSCse26993 No monitor data calls/agents at times when PIM failoverPg.spectrumpim 4 CSCse75639 Spectrum PIM traces ACD message type in numeric formPg.symp.noseipim 3 CSCsc87714 Agent gets logged out from CTIOS desktopPg.symp.noseipim 3 CSCse15606 PIM HDX mix and left in memory : ICM 5 SR10 & Symposim 5.

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router 3 CSCse53569 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 Sev Identifier Headline

aw.config 3 CSCsd57121 AgentCfg does not properly handle agents marked deleted.aw.config.explorer 3 CSCsd43555 A large number of Sub Skills causes SG explorer to be slowaw.synchronize 2 CSCsc48221 Agentcfg utility fails on agent deletion under specific data conditionsaw-bulk.config 3 CSCsd96410 Bulk Import of Person data does not encrypt password

aw-bulk.config 3 CSCsc83257ICM Picks the Agent not working as expected in Skill Group Bulk Insert

ba.dialer 3 CSCsc20664 Dialer does not dynamically update when campaign or skill deleted

ba.dialer 3 CSCsd95264Dialer keeps calling if customer keeps abandoning Personal Callbacks

db.icmdba 3 CSCsd56371Database property in ICMDBA display incorrect data size for '% Used'.

db.icmdba 3 CSCsc62164 ICMDBA Space Used fails on non-English systempg.alcatel 3 CSCsd71466 Alcatel CALL_INFORMATION_EVENT comes after route request

pg.aspect 2 CSCsd40360Aspect Pim Ignores Consectutive Duplicate ACD Call Information Messages

pg.definity 3 CSCsd81830PIM not updating trunk grp info to OPC when C_OFFERED missing from Avaya

pg.definity 6 CSCsd71867 Removal of NonConfigured Agent Skillgroup Membership warningpg.definity 6 CSCsd30127 ICM PG Definity ASAI 4.0 Supportpg.dms100 3 CSCsd95261 DMS100 PIM PIM Asserts in RemoveConfigAgent function

pg.eapim 2 CSCsd71192Dialer reservation call dropped while ringing. ErrorCode 10001 in logs.

pg.eapim 3 CSCsd41647 Call context not transferred on single step transfer.pg.eapim.jtapigw 2 CSCsd60973 JTAPI thread exiting while recovering extensions recently removedpg.eapim.jtapigw 2 CSCsc89321 'Unknown DN of Unknown' errors in Router Log Viewerpg.eapim.jtapigw 3 CSCsa72375 Agents are stuck in Reserved statepg.mer 3 CSCse13037 Need to add a new callid IE field to Retrieve Original Messagepg.mis 3 CSCma27061 MIS fails with Dr. Watson numerous times during the day..pg.neax2400 6 CSCma08609 Alternate and Reconnect not implemented in NEC PIMpg.opc 3 CSCsd66024 PG RT data persistence too infrequent, possible affect to call routingpg.opc 6 CSCsd72675 Want to use priorities on ACD without configuring all subskills at ICMpg.siemens-rolm 2 CSCse11534 PIMs bouncing btwn PGs and CallBridge Serverspg.vru 3 CSCsd65661 VRUPIM does not notify the CallRouter of a disconnect

router 3 CSCse16905AvgRouterDelayQto5 not getting reset when no calls queued / dequeued

router 3 CSCsd37363 Consider If in Queue to Skillgroup node is always True

scripteditor 3 CSCsd78680Warning regarding Divert on Busy node should be labeled as an Error

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serviceability.snmp 3 CSCsd96389 SNMPex log files fill up rapidly attempting to connect to csfs

setup.pg 3 CSCse15910Local setup deletes registry keys added 5.0 SR13 ES6 (Definity PG only)

Resolved Caveats in ICM 6.0(0) SR6

This section lists caveats specifically resolved by ICM 6.0(0) SR6. 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.conapi 3 CSCsb66253 Cannot reconnect to ConAPI after client terminates abnormally

aw.config 3 CSCsc43980 Script Reference tool crashes without warning

aw.config 3 CSCsc54607 Memory allocation failures should be logged in UpdateAW

aw.config.explorer 3 CSCsc53206 Agent password changes when modifying agent

aw-bulk.config 3 CSCsc39950 BulkLoadConfig.exe lacks warning about dangers of using this utility.

ba.dialer.ipcc 3 CSCsc61123 Personal Callback does not use registry values to determine schedule

call-tracer 3 CSCsc47044 CallTracer does not work correctly when typing in Dialed Number

inetscripted 3 CSCsc94252 Incorrect user id is saved as the author of a script

mds.process 3 CSCsc58614 MDS Meters dumplog shows negative Bytes sent to client

pg.alcatel 2 CSCsb91705Calls not cleared in PG when calls are blind transferred from VRU ports.

pg.definity 2 CSCsa39519 ECS PIM asserts with Drwatson entry

pg.definity 2 CSCsa87384 list_locks in ECSPIM results in Dr. Watson

pg.definity 3 CSCsb61382 ECSPIM restarts with Fail: ATTAgent::FindAgentFromTable

pg.definity 6 CSCsa57057 Add ' * ' as a valid label in the ECSPIM.

pg.dms100 3 CSCsc03507 DMS100 PIM is updating the agent states to OPC incorrectly.

pg.eapim 3 CSCsa19700 HandledCallsAfterCallTimeToday changes when held call is handled

pg.eapim.jtapigw 2 CSCsc19850 IPCC Call Cleared event for route request is sometimes delayed.

pg.eapim.jtapigw 3 CSCsc18357 CiscoTransferStart before CallCtlAlerting event causing agent to hang

pg.eapim.jtapigw 3 CSCsc50932Agent state change to ready when the Active CCM of the PG goes offline

pg.eapim.jtapigw 3 CSCsc80784 After SUb1 reboot, not all CTI RP are registering.

pg.opc 2 CSCsc78225 Customer is getting abnormal route ends for Trans routes in ICM 6.0

pg.opc 2 CSCsc80793 extra record for base skill group effects webview reporting

pg.symp.noseipim 2 CSCsc70681SCCS RTD state updates not received from ACD during quick transitions

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pg.symp.noseipim 3 CSCsc54974 Symposium PIM Critical Threads Issue

reporting.webview 3 CSCsc30690Scheduled&saved Webview reports always display date format MM/DD

reporting.webview 3 CSCsc77859i18n-Saved rpts with fixed dates reverses month and date on localized OS

reporting.webview 3 CSCsc77903i18n-Scheduled rpts with fixed dates reverses mnth & dte on localized OS

reporting.webview 3 CSCsd12068 Supervisor users allowed to run reports in non supv categories

reporting.webview 4 CSCsc49940 Login error entry in EAServer log is not very helpful

router 2 CSCsc10493 Both routers exit if requery is used and max nodes exec. is hit

router 3 CSCsc97889 Queue Node with ConsiderIf does not dequeue from targets

router 3 CSCsd11740 AvgHandleTimeToday Not Working for Service

router 6 CSCsd00775 Closed variables can be added to give better queuing control

router.tools 3 CSCsb82493 rttest: dbw_status does not give results

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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.

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

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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 ConnectionCisco Systems, Inc.170 West Tasman DriveSan 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 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

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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

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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