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Cisco Unified Intelligent Contact Management Enterprise

Field Notice: FN - 61912 - Cisco Intelligent Contact Manager and IP Contact Center V6.0 Upgrade Process Updates


December 08, 2004


 

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Products Affected

  • ICM Enterprise - 4.6(2), 5.0, 6.0

  • IPCC Enterprise - 4.6(2), 5.0, 6.0

Problem Description

When upgrading from IPCC or ICM Version 4.6(2) or 5.0 to Version 6.0, it is necessary to verify and potentially modify registry settings. It is also necessary to apply Engineering Specials or Service Releases during the upgrade process to insure upgrade success.

Background

Upgrades to IPCC or ICM Version 6.0 are supported from versions 4.6(2) and 5.0. There are known issues with the upgrade process which cause the upgrade not to be successful, or cause the system to not function properly after the upgrade. The issues are documented below, as is a procedure to address each of the symptoms.

Problem Symptoms

CSCsa31543: Reports using the Agent Half Hour, Agent State Trace, and/or Agent Logout tables are missing data. This is because values in the MRDomainID field are incorrect for those agents on peripherals at ICM/IPCC Version 4.6(2).

CSCsa34603: Upgrade of the WebView server from ICM/IPCC version 4.6.2 fails during registry key conversion. This occurs if the following registry hive already exists prior to the upgrade.

HKEY_LOCAL_MACHINE/SOFTWARE/Cisco Systems, Inc./ICM

CSCsa28864: Duplicate records in the historical database prevent the system from recording historical data. The replication (rpl) process on HDS fails with Violation of PRIMARY KEY constraint 'XPKPeripheral_Half_Hour' which prevents the system from updating the historical data into the HDS database. As a result, you are unable to retrieve the latest historical data for reporting.

CSCsa44429: If the value data for the ImageArgs registry key is missing "/all", the replication process may not run when HDS services are started, resulting in missing data.

Workaround/Solution

  1. On the router, after upgrading the ICM software, but before starting up the system, load ICM 6.0.0_ES11 or ICM 6.0(0)SR1 to address CSCsa31543. This step is only necessary if the 6.0 router and logger will run with 4.6(2) PGs.

    Note: If you apply a Service Release, you need to add the SR to all ICM nodes.

  2. This step is only necessary and must only be performed when upgrading from IPCC/ICM 4.6(2).

    Before upgrading the software on the WebView server, if the following registry hive exists,

    HKEY_LOCAL_MACHINE/SOFTWARE/Cisco Systems, Inc./ICM ,

    rename the registry hive to the following;

    HKEY_LOCAL_MACHINE/SOFTWARE/Cisco Systems, Inc./ICMOLD.

    This addresses CSCsa34603.

  3. On the distributor A/W configured with HDS, load 6.0.0_ES22 or if the system has 6.0.0_SR1 load 6.0.0_SR1_ES15 before starting the component services and beginning the HDS replication process. This addresses CSCsa28864.

  4. After upgrading the distributor AW configured with HDS, and before starting services, inspect the value of ImageArgs in the registry at

    HKEY_LOCAL_MACHINE/SOFTWARE/Cisco Systems, Inc./ICM/customer instance name/Distributor/NodeManager/CurrentVersion/Processes/rpl.

    The ImageArgs Registry Value must contain Recovery Port xxxxx /all , where xxxxx is a value specific to the AW instance, and there is a space between the value represented by xxxxx and the /all . If "/all" is not present, it must be added.

DDTS

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

DDTS

Description

CSCsa31543 (registered customers only)

MRDomainID has invalid values in Agent historical tables after upgrade

Fixed in ICM6.0.0_ES11 and ICM6.0(0)_SR1. The ES can be acquired by following the link provide for this defect in Bug Toolkit. The SR can be located at http://www.cisco.com/kobayashi/sw-center/telephony/icm/icm-planner.shtml (registered customers only)

CSCsa34603 (registered customers only)

ICM 5.0/6.0 upgrade aborts due to Cisco Systems, Inc. registry key

CSCsa28864 (registered customers only)

Historical data doesnt update after upgrade due to dup rows in HDS DB

This defect is fixed in ICM6.0.0_ES22 and ICM6.0.0_SR1_ES15. The ES can be acquired by following the link provide for this defect in Bug Toolkit. The SR can be located at http://www.cisco.com/kobayashi/sw-center/telephony/icm/icm-planner.shtml (registered customers only)

CSCsa44429 (registered customers only)

/all missing from ImageArgs Key after running Setup

 

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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