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Cisco Unified Intelligent Contact Management Enterprise

Field Notice: Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft April 2005 Security Updates


Revised April 21, 2005

April 14, 2005


Products Affected

  • Cisco CTI and CTI OS - 4.x, 5.x and 6.0(0), with the most up to date Service Release

  • Cisco Internet Service Node - Versions 1.0, 2.x and 3.0

  • ICM Enterprise - 4.6.2, 5.0(0), and 6.0(0); with the most up to date Service Release

  • ICM Hosted - 4.6.2 and 5.0(0); with the most up to date Service Release

  • IPCC Enterprise - 4.6.2, 5.0(0), and 6.0(0); with the most up to date Service Release

  • IPCC Hosted - 4.6.2 and 5.0(0); with the most up to date Service Release

Problem Description

On April 12, 2005, Microsoft released the following security updates:

MS05-016 - Important

Vulnerability in Windows Shell That Could Allow Remote Code Execution (893086)

Affected Supported Software:

  • Microsoft Windows 2000 Service Pack 3 and Microsoft Windows 2000 Service Pack 4

  • Microsoft Windows XP Service Pack 1 and Microsoft Windows XP Service Pack 2

  • Microsoft Windows 98, Microsoft Windows 98 Second Edition (SE), and Microsoft Windows Millennium Edition (ME). Review the FAQ section of this Microsoft bulletin for details about these operating systems.

MS05-017 - Moderate

Vulnerability in Message Queuing Could Allow Code Execution (892944)

Affected Supported Software:

  • Microsoft Windows XP Service Pack 1 and Microsoft Windows XP Service Pack 2

  • Microsoft Windows 2000 Service Pack 3 and Microsoft Windows 2000 Service Pack 4

  • Microsoft Windows XP Service Pack 1

  • Microsoft Windows 98 and Microsoft Windows 98 Second Edition (SE). Review the FAQ section of this Microsoft bulletin for details about these operating systems.

MS05-018 - Important

Vulnerabilities in Windows Kernel Could Allow Elevation of Privilege and Denial of Service (890859)

Affected Supported Software:

  • Microsoft Windows 2000 Service Pack 3 and Microsoft Windows 2000 Service Pack 4

  • Microsoft Windows XP Service Pack 1 and Microsoft Windows XP Service Pack 2

  • Microsoft Windows 98, Microsoft Windows 98 Second Edition (SE), and Microsoft Windows Millennium Edition (ME). Review the FAQ section of this Microsoft bulletin for details about these operating systems

MS05-019 - Critical

Vulnerabilities in TCP/IP Could Allow Remote Code Execution and Denial of Service (893066)

Affected Supported Software:

  • Microsoft Windows 2000 Service Pack 3 and Microsoft Windows 2000 Service Pack 4

  • Microsoft Windows XP Service Pack 1 and Microsoft Windows XP Service Pack 2

  • Microsoft Windows 98, Microsoft Windows 98 Second Edition (SE), and Microsoft Windows Millennium Edition (ME). Review the FAQ section of this Microsoft bulletin for details about these operating systems

MS05-020 - Critical

Cumulative Security Update for Internet Explorer (890923)

Affected Supported Software:

  • Microsoft Windows 2000 Service Pack 3 and Microsoft Windows 2000 Service Pack 4

  • Microsoft Windows XP Service Pack 1 and Microsoft Windows XP Service Pack 2

  • Microsoft Windows 98, Microsoft Windows 98 Second Edition (SE), and Microsoft Windows Millennium Edition (ME)

Affected Supported Components:

  • Internet Explorer 6 Service Pack 1 on Microsoft Windows 2000 Service Pack 3, on Microsoft Windows 2000 Service Pack 4, or on Microsoft Windows XP Service Pack 1

  • Internet Explorer 6 for Microsoft Windows XP Service Pack 2

MS05-022 - Critical

Vulnerability in MSN Messenger Could Lead to Remote Code Execution (896597)

Affected Software:

  • MSN Messenger 6.2

For additional information on Microsoft security updates, see the Microsoft Security page.

Background

Cisco evaluates Microsoft security notices and 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 the Cisco Customer Contact Software Policy for use of Third-Party Software and Security Updates document.

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

Impacting

MS05-016 - Vulnerability in Windows Shell That Could Allow Remote Code Execution (893086)

MS05-018 - Vulnerabilities in Windows Kernel Could Allow Elevation of Privilege and Denial of Service (890859)

MS05-019 - Vulnerabilities in TCP/IP Could Allow Remote Code Execution and Denial of Service (893066)

Deferred

MS05-020 - Cumulative Security Update for Internet Explorer (890923)

MS05-022 - Vulnerability in MSN Messenger Could Lead to Remote Code Execution 896597)

Not Impacting

MS05-017 - Vulnerability in Message Queuing Could Allow Code Execution (892944)

The vulnerability addressed by MS05-020, can only be exploited if a user visited a malicious Web Page or viewed a malicious e-mail message that could potentially allow remote code execution. MS05-022 resolves a vulnerability with MSN Messenger, an application which should not be used on production ICM and IPCC servers. An attacker who successfully exploited these vulnerabilities could take complete control of an affected system. Production Contact Center application servers should not be used for chat, e-mail or to browse unknown and potentially dangerous Web Sites.

Lastly, the Message Queuing service is not used by any of the contact center applications and is therefore categorized as Not Impacting. Because of this it will not be tested.

For additional information on the security measures to be considered in an ICM environment, refer to the Security Best Practices for Cisco Intelligent Contact Management Software Guide.

For the Security Updates categorized as Impacting, Cisco is continuing to test its products to further determine if there are any potential conflicts. An update to this field notice will be released when those tests are completed.

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 caveat is referenced on the Microsoft Security page.

Problem Symptoms

It is important to point out that Cisco Contact Center Support has not had any cases pertaining to this vulnerability recorded from our customer base as of April 13, 2005.

The only exception found through internal testing, is a service startup failure for the CDP.sys driver after installing MS05-019. CDP is the Cisco Discovery Protocol driver used for integration with the CiscoWorks family of network management tools. This driver is distributed on the ICM media and is only supported on a limited set of server platforms. It is not installed by default by the application installer. When the installed CDP.sys driver fails to start on the target host, after applying MS05-019, CiscoWorks will put this server in the unknown server category. The contact center applications functionality will be unaffected.

The release notes for Cisco Intelligent Contact Manager 5.0 (registered customers only) recommends that as part of the ICM 5.0 upgrade process, customers that have the CDP driver installed on their legacy ICM systems are advised to remove the driver prior to the upgrade. Cisco is aware of this restriction and is working to alleviate it in a future release of the ICM software.

Workaround/Solution

Cisco has assessed, and where deemed appropriate, validated the Microsoft security patches addressed in this bulletin. Deferred security updates will be folded in to regression testing of the listed products, the next service release or major release, whichever comes first.

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.

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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