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Cisco Unified Contact Center Enterprise

Field Notice: FN - 62497 - Cisco Enterprise, Hosted and SIPCC Contact Center Products - New Automated Uninstall/Re-install Tool for WebView Third Party Software Available


August 23, 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

Product

ICM Enterprise - 7.0.0; 7.0SR1 and 7.0SR2

ICM Hosted - 7.0.0; 7.0SR1 and 7.0SR2

IPCC Enterprise - 7.0.0; 7.0SR1 and 7.0SR2

IPCC Hosted - 7.0.0; 7.0SR1 and 7.0SR2

  

Problem Description

WebView Third Party software could only be uninstalled manually in prior 7.0(0) versions of ICM Enterprise, ICM Hosted, IPCC Enterprise and IPCC Hosted. This manual process is a very complex procedure with high risks of failure. For the versions listed in the Products Affected section, a tool has been provided to minimize the risks and to ease the task of performing an uninstall/reinstall, as well as postinstall (for IPCC only). For versions 7.0(0) SR 3, 7.0(0) SR4, 7.1.1, and any newer major, minor or maintenance release, the third party software install/uninstall/reinstall and restoration of backed up files (IPCC only) is performed programmatically without the need for external tools.

Background

The following defect has been resolved in response to the condition described in the Problem Description section:

CSCsb39276 - Uninstalling WebView 3rd party products

Problem Symptoms

Symptom:

Webview problems sometimes required uninstalling and re-installing the WebView Third-Party components, which is a manual, multi-step process prone to errors.

Conditions:

This problem is relevant for all deployments including ICM Enterprise, IPCC Enterprise, System IPCC, and ICM Hosted and IPCC Hosted.

Workaround:

The manual process of uninstalling the WebView thirdrd party installer is documented in the WebView Installation and Administration Guide.

Additional Information:

To automate uninstalling the WebView 3rd party installer, the script icm\bin\WVThirdPartyUnInstaller.vbs has been supplied. This script should only be run under the supervision of the TAC.

Workaround/Solution

Note: The script discussed in this section should only be run under the supervision of Cisco Technical Assistance Center.

Cisco now offers a tool that automates the uninstall/reinstall of WebView Third-Party software. The utility, named WVThirdPartyInstaller, is distributed with 7.0(0) ICM, IPCC and SIPCC. Using the utility reduces the risk of manual errors and eases the process of uninstalling WebView Third-Party software.

Note: This tool runs on Windows 2003 only.

The tool is provided on CCO at the Special File Access page. Enter this password: ICM5125221343.

Instructions to Run Tool for Uninstall of Third Party Software

A.Uninstalling Third-Party Software:

To uninstall third-party software, open a Command Prompt and run following command with the appropriate arguments:

WVThirdPartyUnInstaller.vbs [/uninstall] [/postinstall] [/reinstall: ]

Example of running command to uninstall:

WVThirdPartyUnInstaller.vbs /uninstall Arguments used to perform desired action:

  • /uninstall: Uninstall all WebView Third-Party components.

  • /postinstall: (System IPCC Only) For System IPCC, certain files are backed up before the uninstallation process and then copied back into place after reinstallation. If you are using System IPCC and use the uninstall argument just to uninstall, you must run this script again with the postinstall argument in order to put those files back into place.

  • /reinstall: Perform all steps for uninstall and postinstall of the WebView Third-Party Installer. This option requires an additional argument to define the path to the WebView Third-Party Installer (if local or use the media might be applicable).

    When the script runs with no arguments, a help message displays describing what each argument does.

B. Reinstalling Third-Party Software:

There are two ways to reinstall WebView Third Party software:

  1. Run WVThirdPartyUnInstaller.vbs /reinstall: to uninstall and reinstall:

    1. For System IPCC, the path is: <Installer drive>:\Support Files\ThirdPartyInstallers\WebViewThirdParty. No additional steps are required after the WebView third party software is installed.

    2. For IPCC/ICM, the path is <Installer drive>. For IPCC/ICM you need to run IPCC/ICM setup from IPCC/ICM media after the WebView third party software is installed.

  2. Run the third party CD as follows:

    1. For System IPCC: the Third- Party software is installed automatically when you reinstall SIPCC from System IPCC Enterprise DVD by following the instructions from System IPCC Enterprise Installation and Configuration. This option is recommended if and only if the customer needs to uninstall and reinstall SIPCC.

    2. For IPCC/ICM, run the ICM Third-Party Tool CD following the instructions from the WebView Installation and Administration Guide.

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

CSCsb39276 (registered customers only)

Uninstalling WebView 3rd party products

  

Revision History

Revision

Date

Comment

1.0

23-AUG-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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