ࡱ> 6qxR S T U V W X Y Z [ \ ] JKLMNOPQRSwvutsr!` ~bjbj\\ L>>Qc____t_t_t__aaa8Ha d_KTh^w"ww8xnVZRTTTTTThTEt_{@{{T__w8xl ,uuu{ _Rwt_8xRu{RuuZ(R_"t_g8xh  B0a`oŅK`(ggt_vi0^@Ru̲^^^TT^^^^K{{{{___ĐLp___L_________ Cisco ICM 6.0(0) Service Release 9 Release Notes January 10, 2007  THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED ORIMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0601R) Cisco ICM Software: Service Release 9 for ICM Software Version 6.0(0) Copyright 2007, Cisco Systems, Inc. All rights reserved Table of Contents  TOC \o "2-4" \f \t "Heading 1,1,Heading 7,7,Heading 8,8,Heading 9,9,TableTitle,1" About this Document  PAGEREF _Toc155688963 \h 5 About Cisco ICM and ICM Service Releases  PAGEREF _Toc155688964 \h 5 ICM 6.0(0) SR9 Compatibility and Support Specifications  PAGEREF _Toc155688965 \h 5 ICM Version Support  PAGEREF _Toc155688966 \h 5 ICM Component Support  PAGEREF _Toc155688967 \h 6 Supported ICM Components  PAGEREF _Toc155688968 \h 6 ICM Components Unaffected by this Service Release  PAGEREF _Toc155688969 \h 7 Cisco Security Agent  PAGEREF _Toc155688970 \h 7 New Features  PAGEREF _Toc155688971 \h 8 International Support  PAGEREF _Toc155688972 \h 8 Special Installation Instructions for International Customers  PAGEREF _Toc155688973 \h 9 For UK Customers  PAGEREF _Toc155688974 \h 10 How to setup the default language:  PAGEREF _Toc155688975 \h 10 For UK and French Canadian Customers  PAGEREF _Toc155688976 \h 11 How to find the user name of the Jaguar server:  PAGEREF _Toc155688977 \h 11 How to find the Security ID (SID) of the Jaguar server user:  PAGEREF _Toc155688978 \h 12 How to change the date format for Jaguar service:  PAGEREF _Toc155688979 \h 13 Default Language for IE Browser  PAGEREF _Toc155688980 \h 14 How to set up the default language for IE browser:  PAGEREF _Toc155688981 \h 14 Adding a Customer Report to WebView  PAGEREF _Toc155688982 \h 14 How to add a custom template to WebView:  PAGEREF _Toc155688983 \h 14 ICM Service Release Installation Planning  PAGEREF _Toc155688984 \h 15 When to Install an ICM Service Release  PAGEREF _Toc155688985 \h 15 Installation Order for ICM Components  PAGEREF _Toc155688986 \h 15 ICM Service Release Installation Checklist  PAGEREF _Toc155688987 \h 16 Installing ICM 6.0(0) SR9  PAGEREF _Toc155688988 \h 17 Deploying ICM Service Releases  PAGEREF _Toc155688989 \h 17 Deploying ICM Service Releases on a Duplexed ICM  PAGEREF _Toc155688990 \h 17 How to deploy ICM service releases on a duplexed ICM:  PAGEREF _Toc155688991 \h 17 Installing ICM 6.0(0) SR9  PAGEREF _Toc155688992 \h 18 How to install ICM 6.0(0) SR9  PAGEREF _Toc155688993 \h 18 Installing ICM 6.0(0) SR9 Additional Features  PAGEREF _Toc155688994 \h 20 Resolving CSCsa44873 at Symposium (SCCS 5.0) Sites/ Editing Symposium Version Key for customers upgraded to SCCS5.0  PAGEREF _Toc155688995 \h 20 How to lay down the correct DLLs:  PAGEREF _Toc155688996 \h 20 Resolving CSCsb49011  PAGEREF _Toc155688997 \h 20 How to resolve CSCsb49011:  PAGEREF _Toc155688998 \h 20 Infomaker 8.0.4.10784 Upgrade Procedure  PAGEREF _Toc155688999 \h 23 How to upgrade Sybase Infomaker:  PAGEREF _Toc155689000 \h 23 Uninstalling ICM 6.0(0) SR9  PAGEREF _Toc155689001 \h 24 How to uninstall ICM 6.0(0) SR9:  PAGEREF _Toc155689002 \h 25 Running Setup.exe from the ICM CD in a Service Release Environment  PAGEREF _Toc155689003 \h 27 How to run Setup.exe from the CD in an SR environment:  PAGEREF _Toc155689004 \h 27 Enhancements in this Service Release  PAGEREF _Toc155689005 \h 28 Index of Enhancements  PAGEREF _Toc155689006 \h 28 Index of Open Caveats  PAGEREF _Toc155689007 \h 29 To access Bug Toolkit perform the following steps:  PAGEREF _Toc155689008 \h 29 Open Caveats in Other Products (Directly Related to ICM)  PAGEREF _Toc155689009 \h 31 Index of Open Caveats in Other Products (Directly Related to ICM)  PAGEREF _Toc155689010 \h 31 Resolved Caveats in this Service Release  PAGEREF _Toc155689011 \h 32 Resolved Caveats in ICM 6.0(0) SR9  PAGEREF _Toc155689012 \h 32 Index of New Resolved Caveats  PAGEREF _Toc155689013 \h 32 Resolved Caveats in ICM 6.0(0) SR8  PAGEREF _Toc155689014 \h 33 Index of New Resolved Caveats  PAGEREF _Toc155689015 \h 33 Resolved Caveats in ICM 6.0(0) SR7  PAGEREF _Toc155689016 \h 34 Index of New Resolved Caveats  PAGEREF _Toc155689017 \h 34 Resolved Caveats in ICM 6.0(0) SR6  PAGEREF _Toc155689018 \h 35 Index of New Resolved Caveats  PAGEREF _Toc155689019 \h 35 Obtaining Documentation  PAGEREF _Toc155689020 \h 37 World Wide Web  PAGEREF _Toc155689021 \h 37 Documentation CD-ROM  PAGEREF _Toc155689022 \h 37 Ordering Documentation  PAGEREF _Toc155689023 \h 37 Documentation Feedback  PAGEREF _Toc155689024 \h 38 Obtaining Technical Assistance  PAGEREF _Toc155689025 \h 38 Cisco.com  PAGEREF _Toc155689026 \h 38 Technical Assistance Center  PAGEREF _Toc155689027 \h 39 Contacting TAC by Using the Cisco TAC Website  PAGEREF _Toc155689028 \h 39 Contacting TAC by Telephone  PAGEREF _Toc155689029 \h 39  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:  HYPERLINK "http://www.cisco.com/kobayashi/sw-center/telephony/icm/icm-planner.shtml" 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:  REF _Ref57220076 \h  \* MERGEFORMAT ICM Version Support  REF _Ref57220084 \h  \* MERGEFORMAT ICM Component Support  HYPERLINK \l "_Cisco_Security_Agent" Cisco Security Agent  REF _Ref99966428 \h  \* MERGEFORMAT 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: 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:HYPERLINK "http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html" 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:  HYPERLINK "http://www.cisco.com/univercd/cc/td/doc/product/icm/acdsup/index.htm"   HYPERLINK "http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/acddoc/index.htm" 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:  HYPERLINK "http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm" 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:  HYPERLINK "http://www.cisco.com/kobayashi/sw-center/contact_center/csa/" 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 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. 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: Cisco Collaboration Server 5.0(0) Cisco Dynamic Content Adapter (DCA) 2.0(1) Cisco Media Blender 5.0(0)] Cisco CTI Object Server (CTI OS) 6.0(0) 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:  HYPERLINK "http://www.cisco.com/cgi-bin/tablebuild.pl/csa10-crypto" 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  HYPERLINK "http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/60bom.pdf" Cisco Intelligent Contact Management Software Release 6.0(0) Bill of Materials located at:  HYPERLINK "http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm" 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 policysomething 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:  HYPERLINK "http://www.cisco.com/cgi-bin/tablebuild.pl/csa10-crypto" 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:  HYPERLINK "http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/cw2000_b/vpnman/vms_2_2/csa_4_0/" 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 cumulativeeach includes the features introduced by its predecessors. ReleaseFeatureLanguagesService Release 9No additionsService Release 8No additionsService Release 7No additionsService Release 6No additionsService Release 5No additionsService Release 4Script Editor User Interface, ISE, and HelpFrench for France, French for CanadaService Release 3No additionsService Release 2Reporting HelpFrench for France, French for CanadaService Release 1Script Editor User Interface (not ISE)Chinese (Simplified), JapaneseReporting User Interface (WebView and templates)Chinese (Simplified), Korean, Japanese, French for France, French for Canada. Reporting HelpJapanese  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. 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: Select Start > Programs > Microsoft SQL Server > Enterprise Manager. On the left panel of Enterprise Manager: Expand Microsoft SQL Servers/ SQL Server Group/ (local) (Windows NT). Double-click Security. Click Logins. On the right panel of Enterprise Manager: Right-click \LocalSQLAdmin. Click Properties to bring up the Properties dialog box. On the General tab, select British English from the Language pull-down list. On the right panel of Enterprise Manager, repeat step 3 for \LocalSQLUser. The following shows a correct language setup.  EMBED PBrush  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: On the desktop, right-click My Computer. Click Manage to bring up the Computer Management window. In the left panel of the Computer Management window: Expand Services and Applications. Click Services. In the right panel of the Computer Management window: Right-click Jaguar. Click Properties, the Jaguar Properties dialog box appears. EMBED PBrush 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: Open Start > Run, enter regedit then click OK. The Registry Editor window opens. 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.  EMBED PBrush  How to change the date format for Jaguar service: In Registry Editor, go to HKEY_USERS/ / International. Double-click the ShortDate field. The Edit String dialog box appears. Enter d/M/yyyy on a UK system. Enter yyyy/M/d on French Canadian system Click OK. The following screen shot shows the correct date format on UK systems:  EMBED PBrush  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: In the IE browser, select Tools > Internet Options the Option dialog box appears. Add the appropriate language to the language list: UK English (en-gb) French (Canada) (fr-ca) 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: In Infomaker or PowerBuilder, name this template in format of: