Field Notice: FN - 62486 - Release 7.0(0) Installer Update C Available - Resolves Problems Installing or Upgrading to Intelligent Call Manager (ICM), IP Call Center (IPCC), System IPCC Release 7.0 Enterprise and Hosted Editions

Revised October 2, 2006

July 27, 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.

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Products Affected

Product
ICM Enterprise - 7.0(0), 7.0(0)A, 7.0(0)B, 7.1(1)
ICM Hosted - 7.0(0), 7.0(0)A, 7.0(0)B, 7.1(1)
IPCC Enterprise (including System IPCC) - 7.0(0), 7.0(0)A, 7.0(0)B, 7.1(1)
IPCC Hosted - 7.0(0), 7.0(0)A, 7.0(0)B, 7.1(1)

Problem Description

This field notice has been modified to inform you that IPCC/ICM Version 7.0(0) Installer Update C has been released to fix the defects described below. A majority of these defects are related to Active Directory and occur during installation. All customers who intend to install or upgrade to Version 7.0 must obtain the Version 7.0(0) Installer Update C CD. See the Workaround/Solution section of this field notice for instructions on ordering an Installer Update C CD.

IPCC/ICM Version 7.0(0) Installer Update C fixes defects in the 7.0(0) B media setup files. The name Installer Update indicates that the media setup files have been updated to fix setup defects. In an Installer Update, only the media setup related files are modified. Cisco best practices require you to install the most recent SR/MR before bringing up the ICM services or running local setup. To fix these same defects for IPCC/ICM local setup and ICM Services, you must apply MR 7.1(2), or a subsequent SR/MR. Once MR 7.1(2) has been installed and each component has been edited using local setup, there is no difference between a system that was originally installed using 7.0(0)B or one installed using 7.0(0) Installer Update C. The only exception to this rule is CSCse50977, which can occur during the upgrade process using the 7.0(0)B media, but does not occur using 7.0(0) Installer Update C.

If you have already installed or upgraded to Release 7.0, review the Additional Considerations section of this field notice to ensure that you are not experiencing symptoms that may have gone unnoticed.

There are also new guidelines for a healthy Active Directory enviroment that are critical to a successful installation or upgrade process. These guidelines are provided in the revised Staging Guide for Cisco ICM/IPCC Enterprise & Hosted Editions. See the Workaround/Solution section of this field notice for more details and a URL to this guide.

The following caveats are divided between issues relevant during the installation of, and/or upgrade to, Release 7.0, those relevant during an upgrade to Release 7.0 (not relevant for fresh installation), and those relevant only after Release 7.0 has been installed. All issues are further explained in the Problem Symptoms section of this document.

The following problems are relevant primarily during the install or upgrade to 7.0. These problems may also occur after 7.0 is installed, when running local setup.

CSCsd93156: Services fail to start due to login failures after setup finishes

CSCse44161: ICM Setup fails to set Jaguar Service Account correctly

CSCsd44965: Setup fails if user's primary group is changed to Domain Administrator

CSCse20906: Unable to Configure NEAX2400 PIM through ICM Setup

CSCse09424: Can't turn on MIS in ICM setup for VRU PG

CSCsd24683: User w/ setup permissions can't add component after DomainManager closes

CSCse09940: Domain Manager returns wrong domain/facility/instance values in setup

CSCse54974: User with setup permissions unable to run setup

The following problems are relevant primarily during the upgrade to 7.0 (not relevant during fresh install):

CSCse50977: WebView favorite, private and scheduled reports lost with upgrade to 7.0

CSCse00799: Setup appears to hang while upgrading db if domain improperly configured

CSCse07066: OPC crashes on the idle side of the PG

CSCse15910: Local setup deletes registry keys added 5.0 SR13 ES6 (Definity PG only)

The following problems are relevant primarily after 7.0 has been installed or upgraded:

CSCsd59723: In multiple domain scenario user in config group cannot run config tools

CSCsc49512: User List Tool and Agent Explorer tool are slow to display users

*CSCse61084: Migrate Users called unnecessarily and could lose user information

*CSCse82882: Users removed from security groups following edit via User List Tool

These defects were mentioned in the previous release of this Field Notice but are not resolved with Version 7.0(0) Installer Update C because they do not apply to media setup. Workarounds for these defects are detailed in the Problem Symptoms section of this field notice.

Background

The issues listed above are described in more detail in the Problem Symptoms section. These bugs were found during customer use and internal testing.

Problem Symptoms

Symptoms for all defects listed in the DDTS section of this field notice are provided below.

CSCsc49512: User List Tool and Agent Explorer tool are slow to display users

Symptom:

When retrieving user information or adding a user in the User List tool, or when retrieving agent information or creating an agent in the Agent Explorer configuration tool, it takes a long time for these operations to complete. The delays witnessed have averaged from 3 to 6 minutes and have in rare cases taken up to 40 minutes.

CSCse50977: WebView favorite, private and scheduled reports lost with upgrade to 7.0

Symptom:

Following upgrade to ICM/IPCC 7.0, WebView favorite, private and scheduled reports are lost.

CSCse20906: Unable to Configure NEAX2400 PIM through ICM Setup

Symptom:

Unable to add or edit NEAX2400 PIM ACD configuration details. This is a problem with the media setup. A PIM cannot be added using local setup.

CSCse44161: ICM Setup fails to set Jaguar Service Account correctly

Symptom:

Jaguar service accounts are not created correctly

CSCsd59723: In multiple domain scenario user in config group cannot run config tools

Symptom:

A least privilege user in config group cannot run ICM configuration tools when invoked from a domain different from the Central Controller domain.

CSCse00799: Setup appears to hang while upgrading db if domain improperly configured

Symptom:

Running ICM / IPCC Setup on the Logger or AW components appears to hang just after displaying a message regarding upgrading the database.

CSCse07066: OPC crashes on the idle side of the PG

Symptom:

OPC crashes on the idle side of the PG.

CSCsd93156: Services fail to start due to login failures after setup finishes

Symptom:

After running setup, the Distributor or Logger services may fail to start due to a service logon failure. This defect may exhibit one of the symptoms below.

Symptom 1:

Setup reports one of the following errors during installation or upgrade to Version 7.0 of ICM/IPCC related to inability to start a service:

* Error 1057 - The account name is invalid or does not exist, or the password is invalid for the account name specified.

* Error 1069 - The service did not start due to a logon failure.

The above may occur on a machine containing WebView or AW with Agent Reskilling, whether using media setup or local setup.

Symptom 2:

Alternatively, when attempting to start services after completing setup, services fail to start due to service logon failures. This problem may happen for the following services: Loggers, Distributors, Jaguar (for WebView), and Tomcat (for Agent Reskilling). This can happen whether using media setup or local setup.

CSCsd44965: Setup fails if user's primary group is changed to Domain Administrator

Symptom:

When running setup, an error appears explaining the User does not have any privileges to run setup.

Impact: Medium

CSCse09424: Can't turn on MIS in ICM setup for VRU PG

Symptom:

The Message Integration Service (MIS) is a standard node managed application that allows call data to be moved between a VRU PG and an ACD PG. The check box for MIS Enabled is cleared every time setup is run for a VRU PG with ICM.

CSCsd24683: User with setup permissions cannot add component after DomainManager closes

Symptom:

A user with setup permissions cannot add components. Error: "The current user does not have setup rights for this ICM instance."

CSCse09940: Domain Manager returns wrong domain/facility/instance values in setup

Symptom:

Improper domain, facility and instance information is automatically selected by setup. When domain manager is closed without making any changes, setup displays the message "Setup is checking for any changes to the Active Directory configuration..." When this check completes, it matches the current instance to the wrong information and the user is unable to correct the improper values. The user must cancel the current operation in order to ensure the improper values are not committed.

Or

A new, empty instance unexpectedly appears within the ICM instance list in setup.

CSCse54974: User with setup permissions unable to run setup

Symptom:

User with setup permissions for a specific instance is not able to edit a component on that instance

CSCse15910: Local setup deletes registry keys added 5.0 SR13 ES6 (Definity PG only)

Symptom:

If you run ICM local setup to edit the Definity PG, registry keys added by 5.0 SR13 ES6 are removed.

CSCse61084: Migrate Users called unnecessarily and could lose user information

Symptom:

Local WebView user information (favorites, private and scheduled reports) may be lost running during setup (installation from media or local setup) on an AW or Logger.

Conditions:

The problem is the domain is not configured correctly. When the Domain's DNS reverse/forward zones are configured to point to a domain controller which is either down or does not exist, this will affect ICM Setup when it is trying to migrate the user from ICM 5.0 or 6.0 to ICM 7.0. Any time the Logger component is edited, ICM Setup tries to migrate the user.

Workaround:

Fix the problems accessing the local domain controller and run local setup again.

This defect has been fixed in 7.0 SR3, 7.0 SR4, 7.1(1) and 7.1(2)

CSCse82882 Users removed from security groups following edit via User List Tool

Symptom:

When a user is viewed in the User List tool, checkboxes which should indicate the user's permissions are displayed as blank. If such a user is edited and the changes saved, the user is actually removed from the security groups to which they belong.

Conditions:

This problem has only been seen for some users that were created via Active Directory, and later associated with an ICM User via the User List tool.

Workaround:

If the User List tool is being used for the purpose of viewing/changing permissions, the problem can be worked around by using the Active Directory tools (not the User List tool) to achieve this. However, if any changes are needed for an ICM User that can only be done through the User List tool, there is no workaround short of using Active Directory to add the user back to the respective security groups after the changes in the User List tool have been saved

Workaround/Solution

If you are performing a fresh installation, or upgrading to Release 7.0, you must obtain the Release 7.0(0) Installer Update C CD. Order the CDs for ICM and IPCC by completing the Software Upgrade Request Form (registered customers only) .

Cisco best practices require you to install the most recent SR/MR before bringing up the ICM services or running local setup. To fix these same defects for IPCC/ICM local setup and ICM Services, you must apply MR 7.1(2), or a subsequent SR/MR. See the Contact Center Software Downloads (registered customers only) page.

Cisco no longer provides a CD for the Enhanced Database Migration Tool (EDMT). EDMT can be downloaded from CCO at the Contact Center Software Downloads (registered customers only) page. The last version of the EDMT CD is now obsolete and must be replaced with the latest EDMT code downloaded from CCO.

If you plan to install or upgrade to IPCC/ICM 7.0, read the revised Staging Guide for Cisco ICM/IPCC Enterprise & Hosted Editions before attempting to perform an installation or an upgrade. The revised staging guide contains new requirements for a healthy Active Directory enviroment that are critical to a successful installation or upgrade process. One of the key new requirements is that a single forest must be used for the IPCC/ICM domain topology. If you are currently using multiple forests, you must migrate your IPCC/ICM servers to a single forest topology before deployment of 7.0(0). Continue using the single forest topology with any future releases of IPCC/ICM. Refer to the revised Staging Guide for additional details. A new version of the Staging Guide for Cisco ICM/IPCC Enterprise and Hosted Editions will be available on cisco.com and will be posted no later than no later than October 6, 2006.

Staging Guide - Cisco ICM/IPCC Enterprise & Hosted Editions

The new guide can be identified by an October, 2006 publication date on the cover page.

The Release Notes for Release 7.0(0) Installer Update C are located at the Cisco Unified Intelligent Contact Management Enterprise Release Notes page.

Additional Information

For More Information:

Log on to the Bug Toolkit (registered customers only) .

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Additional Considerations

Details for these defects are listed in the Problem Symptoms section.

Customers who have already upgraded to 7.0 should check the following defects to make sure the symptoms have not gone unnoticed.

CSCse50977: WebView favorite, private and scheduled reports lost w/upgrade to 7.0

CSCsd59723: In multiple domain scenario user in config group cannot run config tools

CSCse07066: OPC crashes on the idle side of the PG

CSCse61084: Migrate Users called unnecessarily and could lose user information

CSCse82882: Users removed from security groups following edit via User List Tool

Bugs impacted by Active Directory Domain Changes

Customers who are planning to modify their Active Directory domain structure should consider the impact of the following bugs before making domain changes.

CSCsc49512:: User List Tool and Agent Explorer tool are slow to display users

CSCsd59723: User created through user list tool unable to open configuration manager

CSCse50977: Cannot see Webview favorites following upgrade to 7.0

CSCse44161: ICM Setup fails to set Jaguar Service Account correctly

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
CSCse44161 (registered customers only)	ICM Setup fails to set Jaguar Service Account correctly
CSCsd44965 (registered customers only)	Setup fails if user's primary group is changed to Domain Administrator
CSCse20906 (registered customers only)	Unable to Configure NEAX2400 PIM through ICM Setup
CSCsd93156 (registered customers only)	Services fail to start due to login failures after setup finishes
CSCse09424 (registered customers only)	Can't turn on MIS in ICM setup for VRU PG
CSCsd24683 (registered customers only)	User w/ setup permissions can't add component after DomainManager close
CSCse09940 (registered customers only)	Domain Manager returns wrong domain/facility/instance values in setup
CSCse50977 (registered customers only)	WebView favorite, private and scheduled reports lost w/upgrade to 7.0
CSCse00799 (registered customers only)	Setup appears to hang while upgrading db if domain improperly configured
CSCse07066 (registered customers only)	OPC crashes on the idle side of the PG
CSCsd59723 (registered customers only)	In multiple domain scenario user in config group cannot run config tools
CSCsc49512 (registered customers only)	User List Tool and Agent Explorer tool are slow to display users
CSCse61084 (registered customers only)	Migrate Users called unnecessarily and could lose user information
CSCse82882 (registered customers only)	Users removed from security groups following edit via User List Tool
CSCse15910 (registered customers only)	Local setup deletes registry keys added 5.0 SR13 ES6 (Definity PG only)
CSCse54974 (registered customers only)	User with setup permissions unable to run setup

Revision History

Revision	Date	Comment
1.2	02-OCT-2006	Major update to several sections of the FN due to availability of a new software update
1.1	11-SEP-2006	Updated Workaround/Solution section
1.0	27-JUL-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:

• Open a service request on Cisco.com
• By email
• By telephone

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