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
Important Notes
Replicating Configuration Changes from NAM to CICM & NAM to NAM
Setup for ICM 7.0(0), and later versions, does not create the proper Active Directory
associations/permissions to allow CICR replication to start and log into the customer instances in order
to perform configuration changes.
associations/permissions to allow CICR replication to start and log into the customer instances in order
to perform configuration changes.
For NAM to CICM replication:
Via Active Directory Users and Computers, the Service Group from the NAM instance
(FAC1_CUST1_Service) must be added as a member of the service group at the ROOT OU level within
the domain where the customer instance(s) reside. This must be done via Active Directory Users and
Computers, and not via ICM Domain Manager tool.
(FAC1_CUST1_Service) must be added as a member of the service group at the ROOT OU level within
the domain where the customer instance(s) reside. This must be done via Active Directory Users and
Computers, and not via ICM Domain Manager tool.
Details are found in the tech tip:
CRPL (CICR Replication) Fails after Upgrade from Cisco Unified ICM Hosted Edition to ICM 7.0 with
Access Error Code 9986
Access Error Code 9986
Document ID: 70536
For NAM to NAM replication:
Using the Active Directory Users and Computers tool, manually add the slave NAM logger Domain user
into the local Administrator group on the Provisioning NAM logger machine.
into the local Administrator group on the Provisioning NAM logger machine.
Outbound Option: Call Marked Closed when Transfer to IVR/Agent on
AMD
AMD
Once transferring to an agent or to an IVR is configured, there is no way to set the AMD records as Retry.
You must use a customized query to identify such calls and create a new campaign.
You must use a customized query to identify such calls and create a new campaign.
WebView Real-Time Data and Peripheral Gateway (PG) Failover
If there is a failover in the Peripheral Gateway (PG), the WebView real-time data is set to zero. The
real-time data is built up again after the failover, if the PG supports reconstructing the real-time data
from the switch.
real-time data is built up again after the failover, if the PG supports reconstructing the real-time data
from the switch.
Agent Reports Roll Up Agents Based on Last Name and First Name
If the first name and the last name of two agents are same, the reporting data for both agents will be
grouped under one single name and thus cause confusion. Therefore, when you add new agents using the
Agent Explorer tool in the ICM Configuration Manager, ensure that the agent names are unique.
grouped under one single name and thus cause confusion. Therefore, when you add new agents using the
Agent Explorer tool in the ICM Configuration Manager, ensure that the agent names are unique.
Customized Windows Operating Systems Are Not Supported
ICM/IPCC is qualified to work only on a standard, Retail (or OEM) packaged installation of Windows
Server 2003 (Standard or Enterprise), with or without Cisco Security hardening. Cisco provides its own
security hardening policy to secure the standard Windows image for ICM/IPCC.
Server 2003 (Standard or Enterprise), with or without Cisco Security hardening. Cisco provides its own
security hardening policy to secure the standard Windows image for ICM/IPCC.