Cisco Cisco IP Contact Center Release 4.6.1 Release Notes
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Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) Installer Update C November 24, 2008
New and Changed Information
Difference in Service Level Concept Implementation. Service Level for Unified ICME is
calculated for Services, not Skill Groups. Service Level in Unified CCX is calculated for CSQs
(which correspond to Unified ICME Skill Groups), not Applications (which correspond to Unified
ICME Services). Since values are not being calculated on equivalent objects, a Unified CCX Service
Level report is not comparable to a Unified ICME Service Level report.
calculated for Services, not Skill Groups. Service Level in Unified CCX is calculated for CSQs
(which correspond to Unified ICME Skill Groups), not Applications (which correspond to Unified
ICME Services). Since values are not being calculated on equivalent objects, a Unified CCX Service
Level report is not comparable to a Unified ICME Service Level report.
The above might be interpreted to mean that Service Level is calculated and available for the Services
auto-configured in a Unified ICME Parent/Unified CCX Child deployment model. This is not the case.
auto-configured in a Unified ICME Parent/Unified CCX Child deployment model. This is not the case.
It is not possible to define Service Levels for Services auto-configured in a Unified ICME Parent/Unified
CCX Child environment. Instead, an option is to have all calls translation-routed to the Child and use
CallType reports on the Parent to access Service Level information at the Enterprise level.
CCX Child environment. Instead, an option is to have all calls translation-routed to the Child and use
CallType reports on the Parent to access Service Level information at the Enterprise level.
Configuration Group Users and Configuration Tools
If the configuration group in the domain was deleted and recreated after the distributor installation, a
User in the configuration group may be unable to start configuration tools. The user receives an error
indicating that a connection to the database could not be opened. The distributor service updateaw
process will not start because it fails to connect to the logger database.
User in the configuration group may be unable to start configuration tools. The user receives an error
indicating that a connection to the database could not be opened. The distributor service updateaw
process will not start because it fails to connect to the logger database.
The Domain Manager may be used to repair the organizational unit structure, such that the groups are
recreated. When Active Directory groups are recreated with the same name, the group is not actually
identical. In this case, SQL is giving configuration and service permissions to the deleted group instead
of to the new group. To determine if the group SQL is giving permission to has been deleted use Query
Analyzer to execute the command "sp_validatelogins"
recreated. When Active Directory groups are recreated with the same name, the group is not actually
identical. In this case, SQL is giving configuration and service permissions to the deleted group instead
of to the new group. To determine if the group SQL is giving permission to has been deleted use Query
Analyzer to execute the command "sp_validatelogins"
If the command indicates that the configuration or service group is no longer a valid login, then the login
and associated users must be removed. Use SQL Enterprise Manager to remove the invalid users from
the logger and AW databases, and remove the logins. After the logins have been removed, run local setup
and edit the Logger and Distributor components. This will cause the logins to be recreated using the
correct domain group.
and associated users must be removed. Use SQL Enterprise Manager to remove the invalid users from
the logger and AW databases, and remove the logins. After the logins have been removed, run local setup
and edit the Logger and Distributor components. This will cause the logins to be recreated using the
correct domain group.
Running Internet Script Editor
If the file dbagent.acl does not exist, Setup creates the file and gives full read/write access to this file to
every user logged onto the system.
every user logged onto the system.
It is the CallRouter that accesses the file to read and write, so the file access should be with read/write
access.
access.
If the user changes the attribute of this file by not giving read/write access to the users, then it will cause
applications like Internet Script Editor (ISE) to fail.
applications like Internet Script Editor (ISE) to fail.
In such a case, an attempt to start ISE results in the following error appearing in iseman log:
"GetLock: lock denied/insufficient permission".
In the dbagent log, the error message is:
"Unable to access dbagent.acl during security check".
As already indicated, this is because the ISE user does not have access to the icm\<inst>\ra\dbagent.acl
file on the CallRouter.
file on the CallRouter.
ISE users must have full access to the dbagent.acl file on the CallRouter.
Peripheral Gateway Failover
The “Peripheral Gateways” section of the “Fault Tolerance” chapter in the ICM Administration Guide
should contain the following Note:
should contain the following Note: