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Cisco Unified Intelligent Contact Management Enterprise

Field Notice: FN - 62218 - Upgrade to ICM / IPCC 6.0 Requires New 6.0(0)A(1)


October 10, 2005

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

Products Affected

ICM/IPCC Enterprise Edition - 6.0(0)

ICM/IPCC Enterprise Edition - 6.0(0)A

Problem Description

Customers upgrading to ICM/IPCC 6.0 from an earlier version of ICM/IPCC experience problems running WebView following the upgrade.

Background

The problem may occur following any upgrade from ICM 4.6.2 or ICM/IPCC 5.0 to ICM/IPCC 6.0. However, it always occurs when upgrading from ICM/IPCC 5.0 SR7 or higher SR to ICM/IPCC 6.0.

Problem Symptoms

WebView fails or exhibits a variety of symptoms following the upgrade to ICM/IPCC 6.0.

In some cases, the following errors may appear in the icmsetup.log file:

ERROR: Setup encountered an error while loading standard reports.-1073741819 

ERROR: Setup encountered an error while launching webview template installer.

Workaround/Solution

This issue has been resolved in the Cisco Intelligent Contact Management 6.0(0)A(1) Installation Disk, which must be used for any future upgrades to ICM/IPCC 6.0.

Follow the updated instructions in these locations:

Cisco Unified Intelligent Contact Management Enterprise

If you have already upgraded to ICM/IPCC 6.0 from ICM/IPCC 5.0 SR7 or later SR and/or are seeing the above symptoms:

  1. Uninstall and reinstall 3rd party components. You must follow the instructions for uninstalling in the September 2005 revision of the Cisco ICM Software Upgrade Migration Guide referenced above.

  2. Rerun ICM/IPCC 6.0 installation from the Cisco Intelligent Contact Management 6.0(0)A(1) Installation Disk and edit the WebView component. This ensures that all WebView files are updated to the latest revision.

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

CSCsb16854 (registered customers only)

WebView fails following upgrade to ICM/IPCC 6.0

CSCsa78823 (registered customers only)

ICM/IPCC 6.0 upgrade scripts could fail for some customers

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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