Cisco Cisco IPCC Web Option Release Note

Complete setup on all Peripheral Gateways (see 

Cisco provides specific hot fixes to major releases and service packs of the ICM software to address 
service-impacting issues. You can download hot fixes from Cisco’s Web site (

) 

and apply them after the initial load of the software.  The hot fix installation process only applies fixes 
required for the specific software modules (CallRouter, Logger, type of PG, etc.). 

Complete Setup from ICM media (see 

). 

First you must create an ODBC connection – see CTI OS System Manager Guide 

o 

The connection is between CTIOS Server and any ICM database with agent information. That 
connection should be to the Logger database. 

o 

Make a note of ODBC filename that is created, which will be used during CTI OS Server Setup. 

Complete Setup on the CTIOS Server from the respective ICM Node Form, which identifies all values and 
non-default settings used in setup. 

You can download hot fixes from Cisco’s Web site (http://www.cisco.com/). Apply them after the initial 
load of the software.  The hot fix installation process applies fixes required for the specific software 
module (CallRouter, Logger, type of PG, etc.). 

Once the ICM configuration database is set up with the appropriate peripherals, you can start the PG 
services using the Cisco Service Control application on the desktop of the PG. If the local peripheral 
(ACD/IVR/etc.) is not available to connect to the PG, “disable” it in the PG setup. Test to ensure that the 
PG communications layer is set up properly and that it can communicate to the CallRouters and obtain 
configuration information. 

For this example, the Blended Agent Dialer, Media Blender and E-Mail Manager PIM’s are enabled on the 
MR PG. The Call Manager and IPIVR PIM’s on the Generic PG remain disabled until the Call Manager 
and IPIVR peripherals are available during the Implementation phase of the project. 

o 

CallRouters: 

o 

Router: UP and synchronized with peer 

o 

Ccagent: connected to all configured peripheral gateways 

o 

Rtsvr: feed activated to AW 

o 

Loggers: 

o 

Logger: connected to its respective database and synchronized with peer – MDS is 
inservice 

o 

Campaign Manager: [see errors, no Blended Agent Dialer is setup at this time] 

o 

Admin Workstation: 

o 

Updateaw: displays “waiting for new work” 

o 

Iseman: listen thread waiting for client connection 

o 

Cms_jserver: cmsnode.exe process is active – CEM and CCS connection down 

o 

Cmsnode: initialization complete 

o 

Peripheral Gateways: 

o 

Generic (IPCC & VRU) PG 

  Mdsproc: in service 
  Pgagent: in service and active to one side of central controller 
  [peripheral] PIMs: disabled on node form – PIM windows do not exist 

o 

MR PG 

  Mdsproc: in service