Cisco Unified Contact Center Enterprise

Field Notice: IP Contact Center Call Manager PG will be Affected by Using the Patch Manager's Uninstaller Program on Applied Engineering Specials or Service Releases

September 29, 2004

Products Affected

IPCC - 4.6.2 SR3 or later, 5.0 SR7 or later, and 6.0 all versions

Problem Description

If a Test Engineering Special (TES), Engineering Special (ES) or Service Release (SR) has been uninstalled on a CallManager Peripheral Gateway (PG), the PG may not become active when restarted.


The Patch Manager's uninstaller utility is used to back off the Engineering Specials and Service Releases on the IP Contact Center (IPCC) products.

An issue was discovered with the uninstaller that results in the removal of the JRE file from the Call Manager PG. Removal of the JRE file will result in the Call Manager PG failing to connect to the Call Manager upon startup of the PG.

Problem Symptoms

A Call Manager PG will not connect to the Call Manager.


The SUN JRE must be manually installed if the CallManager PG does not become active after an SR, ET, or ICM Version Upgrade has been uninstalled.

Manual SUN JRE Installation Procedure:

  • Stop the ICM services on the CallManager PG server

  • Navigate to the...\icm\install directory on the CallManager PG server

  • Find the following executable: j2re-1_4_2_03-windows-i586-p.exe

  • Launch the executable

  • On the License dialog box, select the "I accept..." radio button and click Next

  • On the Setup Type dialog box, select "Typical" and click Next

  • The install may take several minutes

  • On the Complete dialog box, click Finish

Note: You do not need to reboot the machine once the JRE install is complete.

  • Start the ICM services on the CallManager PG server and verify connection to the Call Manager


To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.



CSCsa36418 (registered customers only)

Patch Uninstaller Removes Sun JRE

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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