Cisco Cisco Administrative Workstation Release Notes

25

Allows supervisors to track and report on agent activity when they go into a “not ready” state.

Nortel Activity Code for agent state changes is now supported by ICM

Agent state reporting templates can be used to report on these codes

Cisco Support Tools 2.0(0) is a suite of over fifty utilities that allows you to manage and troubleshoot 
the ICM nodes which process call load, routing, and reporting. Through Support Tools, you can 
troubleshoot configuration and performance problems on these systems from a single machine in your 
network, the Support Tools Server. Access to utilities in the Support Tools suite is through a 
browser-based interface—the Support Tools Dashboard—installed on the Support Tools Server. Levels 
of security control both access to the Dashboard and the ability to use specific tools once logged in. In 
low bandwidth conditions (for example, via dialup access) or when web browsing is otherwise 
impractical, most Support Tools utilities can also be accessed and run via command line.

The Support Tools suite includes the full set of standard diagnostic tools delivered with earlier ICM 
versions. It also provides key new functionality. This functionality includes:

The ability to interrogate individual ICM nodes for their hardware/OS, Cisco component, and third 
party product information, and application specific data or files. New in this release is the ability to 
interrogate CRS (this includes IP IVR and IPCC Express), CVP, CAD, and IPCC Gateway.

The ability to view, start, and stop services running on ICM nodes. 

The ability to view and terminate processes running on ICM nodes. 

The ability to compare and synchronize registry settings from different ICM nodes. New in this 
release is an improved display of only the registry differences. 

The ability to pull logs from most Cisco nodes including ICM CallRouters, Loggers, PGs, AWs, CTI 
OS, CCS, CEM, CMB, and CallManager. New in this release is the ability to pull logs from CRS, 
CAD, CSA and CVP. 

The ability to perform enhanced time-synchronized merged logging across servers. 

New in this release is the ability to raise trace levels when collecting logs and the ability to restore 
trace settings after log collection completes. 

The ability to run a majority of the tools in either Interactive Mode (where one system is 
immediately queried) or, new in this release, Batch Mode (where several systems can be scheduled 
to be queried at some point in the future).