Cisco Unified Intelligent Contact Management Enterprise

Field Notice: Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft May 2004 Security Update

May 18, 2004

Products Affected



ICM Enterprise

4.6.2 and 5.0, all service releases

IPCC Enterprise

4.6.2 and 5.0, all service releases

ICM Hosted

4.6.2 and 5.0, all service releases

IPCC Hosted

4.6.2 and 5.0, all service releases

Cisco Internet Service Node

Versions 1.0, 2.0, and 2.1


4.6.2 and 5.0, all service releases

Problem Description

On May 12, 2004 Microsoft released the following security updates:

MS04-015 Important

Vulnerability in Help and Support Center Could Allow Remote Code Execution (840374)

Affected Software:

  • Microsoft Windows XP and Windows XP SP1

  • Microsoft Windows 2003 Server

For additional information on Microsoft security updates, see Microsoft Security


Cisco evaluates Microsoft security updates for potential impact to Cisco Contact Center products. The qualification process results in one of four categorical ratings being applied to a given update: Impacting, Not Impacting, Deferred, or Not Applicable.

The four ratings are defined in this document: Cisco Customer Contact Software Policy for use of Third-Party Software and Security Updates

For the security updates listed in the Problem Description section of this bulletin, Cisco has assigned the updates to the following categories:

Not Applicable

Not Applicable to ICM and IPCC products.

For applications running on XP such as CTI or CAD, the patch is Not Applicable as it does not affect any product features, even on systems running on Windows XP. Cisco recommends that customers apply this patch to protect the Windows XP Operating Environment.

MS04-015 Vulnerability in Help and Support Center Could Allow Remote Code Execution (840374)

Customers should follow Microsoft's guidelines regarding when and how they should apply these updates. Refer to the Microsoft website for full details of the potential exposure from the caveats referenced in this notice at Microsoft Security.

Problem Symptoms

It is important to point out that Cisco Contact Center Support has not had any cases pertaining to this threat recorded from our customer base as of May 12, 2004.


Cisco has assessed, and where deemed appropriate, validated the Microsoft security patches addressed in this bulletin. Cisco recommends that Contact Center customers separately assess all security patches released by Microsoft and install those deemed appropriate for their environments. Cisco will continue to provide a service of separately assessing and where necessary, validating higher severity security patches that may be relevant to the Contact Center Enterprise software products. Visit the Microsoft website to acquire the fixes. Keep in mind that you should download the appropriate fixes based on the version of the Microsoft operating system deployed in your environment and service pack level.





There are no Cisco defects logged for issues related to the above patches as of May 12, 2004.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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