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Cisco Unified Contact Center Enterprise

Field Notice: FN - 62327 - Installing or Upgrading to ICM/IPCC/System IPCC Release 7.0 Enterprise and Hosted Editions May Encounter Problems


Revised March 28, 2006

February 10, 2006

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 Enterprise - 7.0(0), 7.0(0)A

ICM Hosted - 7.0(0), 7.0(0)A

IPCC Enterprise (including System IPCC) - 7.0(0), 7.0(0)A

IPCC Hosted - 7.0(0), 7.0(0)A

Problem Description

ICM / IPCC Release 7.0 contains a number of known problems described in this field notice. All customers who are newly installing or upgrading to Version 7.0 should obtain Version 7.0(0)B as described in the Workaround/Solution section below. Since the problems are relevant only at install or upgrade time, you can safely ignore this field notice and Version 7.0(0)B if you are already successfully running Release 7.0 or subsequent service release, and have had no problems with your outbound dialer.

The following problem is relevant whether you are performing a new installation of Release 7.0, or upgrading to Release 7.0:

- CSCsc32260: Install or Upgrade fails if external trusted domain is unavailable

- CSCsc99326: WebView 3rd Party Tools install will not complete when PC Anywhere is running

The following problems are only relevant when upgrading to ICM/IPCC from 5.0 or 6.0. These do not affect customers performing new installations of releases prior to Release 7.0:

- CSCsc74727: Outbound dialer does not dial and imports fail after upgrading to 7.0

- CSCsd20312: EDMT upgrade may fail for databases originating prior to ICM/IPCC 5.0

- CSCsd57079: Setup fails upgrading AW databases originating prior to ICM/IPCC 4.6.2

- CSCsd59887: EDMT intermittently fails with "invalid object name" error

These problems are described further in subsequent sections of this notice.

Background

The issues in Setup media and EDMT described in the Problem Description section require programmatic solutions.

Problem Symptoms

Setup, Third Party Symptoms and Workarounds

CSCsc32260 - Install or Upgrade fails if external trusted domain is unavailable

Symptom:

For ICM/IPCC Installations or Upgrades:

When you are running ICM/IPCC Setup for the first time on a system and you select Add an Instance, setup returns the error message "This machine's domain was not found in the list of domains returned by Active Directory. Please check the network configuration and correct this error before trying to install ICM." A similar problem occurs when upgrading to Release 7.0 from a prior Release. In both cases, the installation exits and you cannot proceed.

For System IPCC

When you are running the installation for System IPCC, the error "The installer can only be run by a user that is both a local machine administrator and logged into the domain. See the installation log for a more detailed error message." is displayed. The cause of the error is shown in the installation log. The installation exits and you cannot proceed.

Conditions:

The Domain Controller contains a list of trusted domains. The problem occurs when any of the domains on the list cannot be contacted, for example, if the domain is offline.

Workaround:

Note: This defect is fixed with ICM/IPCC Release 7.0(0)B. Otherwise, the workaround is as follows:

You can workaround the problem by removing the offending domain from the list or by bringing the domain controller for the offending domain up, so that it is reachable. Then rerun the installation/upgrade.

Additional Information:

To determine before starting the installation/upgrade whether you will encounter this problem, you can test whether any external domains are unreachable as follows:

  1. Login to the Domain Controller machine.

  2. Select Control Panel>Active Directory Domains and Trusted menu item.

  3. Select the domain, press the right mouse button, and select the Properties menu.

  4. Select the Trusted tab and on that tab select a domain.

  5. Click the Properties button. On this property page click the Validate button. This will verify if you have a problem reaching the trusted domain.

If any of the domains are unreachable, follow steps in the workaround above.

CSCsd57079: Setup fails upgrading AW databases originating prior to ICM/IPCC 4.6.2

Symptom:

Setup fails upgrading AW database with errors in setup.log reading There is already an index on table, Invalid object name and/or Incorrect syntax near 'ReasonCodeText'.

Conditions:

As part of an upgrade to 7.0, upgrading a 5.0 or 6.0 ICM/IPCC AW database which originated from a version prior to ICM/IPCC 4.6.2. For example, upgrading a 5.0 AW database which originated with ICM 4.1 would encounter this problem.

Workaround:

Note: this is fixed with ICM/IPCC Release 7.0(0)B. This new media replaces the original 7.0(0) media. In lieu of that media (which fixes other problems as well), the workaround for _this_ defect is to delete the existing AW database immediately prior to running the upgrade. The setup procedure will then create a new database and re-populate it with existing configuration data.

If the third party installation has not started, then run the third party installer after shutting down PCAnywhere. If the installation was started and it hung, then:

CSCsc99326 - WebView 3rd party (EAServer 5.1) install/upg fails when pcAnywhere is there

Symptom:

ICM/IPCC/SIPCC (WebView) 3rd party installer hangs. The message window with "Installing EAServer 5.1..." is displayed and there is an empty windows command window

Conditions:

PCAnywhere 'Host' Running on AW/WV Server

Workaround:

Note: This defect is fixed with ICM/IPCC Release 7.0(0)B. Otherwise, the workaround is as follows:

- Cancel current setup

- Uninstall/Clean up AW/WV server by following instructions detailed in the 7.0 WebView Admin Guide

- Shutdown PCAnywhere 'host' on the AW/WV server

- Run third party installer locally on the machine

- Restart PCAnywhere (optional)

EDMT Symptoms and Workarounds

CSCsc74727 - Outbound dialer does not dial and imports fail after upgrading to 7.0

Symptom:

The Outbound dialer does not dial and imports fail after upgrading to 7.0.

Conditions:

The Outbound dialer was installed and configured prior to upgrading.

Workaround:

Note: This defect is fixed with ICM/IPCC Release 7.0(0)B. Otherwise, the workaround is as follows:

Configuration changes must be made using the Campaign, Query Rule, and Import Definition tools.

On the Query Rules, make the following changes to the Rule Clause:

- Replace HomePhone with Phone01

- Replace WorkPhone with Phone02

- Replace Extension with PhoneExt02

On the Import tool, make the following changes on the Definition tab for contact Imports:

- Replace HomePhone with Phone01

- Replace WorkPhone with Phone02

- Replace Extension with PhoneExt02

On the Import tool, make the following changes for Do Not Call imports:

- Change the Import Type to Contact

- Accept the warning that the Definition tab will be cleared

- Change the Import Type to Do Not Call

- Save the Import

On the Campaign tool, make the following changes on the Call Target tab:

- Make sure appropriate zones are enabled

- Make sure that that the Start and End time for each zone is configured correctly and that zone times do not overlap.

- Make sure appropriate Phones are selected for each zone in the list of numbers to dial.

CSCsd20312: EDMT upgrade may fail for databases originating prior to ICM/IPCC 5.0

Symptom:

EDMT upgrade fails with errors reading There is already an index on table and/or Cannot define PRIMARY KEY constraint.

Conditions:

As part of an upgrade to 7.0, run EDMT against a 5.0 or 6.0 ICM/IPCC database which originated from a release prior to ICM/IPCC 5.0. For example, running EDMT against a 5.0 database which originated with ICM 4.6.2 may encounter this problem.

Workaround:

None

Note: However this defect is fixed with ICM/IPCC Release 7.0(0)B.

CSCsd59887: EDMT intermittently fails with invalid object name error

Symptom:

EDMT database upgrade tool fails with the error Invalid object name 't_Peripheral'

Conditions:

Normal operation of upgrade using EDMT. This issue has only been seen intermittently in lab conditions, but could happen with production systems in the field. The problem is independent of the release from which the upgrade is initiated.

Workaround:

None

Note: However that this defect is fixed with ICM/IPCC Release 7.0(0)B.

Workaround/Solution

All customers who are newly installing or upgrading to Version 7.0 should obtain Version 7.0(0)B. You can order CDs for ICM and IPCC by completing the Software Upgrade Request Form

EDMT can be downloaded from CCO at:

Tools & Resources Downloads (registered customers only)

You can find release notes for Version 7.0(0)B at:

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_release_notes_list.html

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

CSCsc32260 (registered customers only)

Install or Upgrade fails if external trusted domain is unavailable

CSCsc74727 (registered customers only)

Outbound dialer does not dial and imports fail after upgrading to 7.0

CSCsc99326 (registered customers only)

WebView 3rd Party Tools install will not complete when PC Anywhere is running

CSCsd20312 (registered customers only)

EDMT upgrade may fail for databases originating prior to ICM/IPCC 5.0

CSCsd57079 (registered customers only)

Setup fails upgrading AW databases originating prior to ICM/IPCC 4.6.2

CSCsd59887 (registered customers only)

EDMT intermittently fails with invalid object name error

Revision History

Revision

Date

Comment

1.2

28-MAR-2006

Updated Product Description, Problem Symptom and Workaround/Solution Sections

1.1

17-MAR-2006

Updated Problem Description, Problem Symptom, Workaround/Solution and DDTS Sections

1.0

10-FEB-2006

Initial Public Release

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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